AT&T Store — Local services in New York

My 90+ year old parents were scammed at this store on multiple occasions. When upgrading their phones, the clerks sold them extra lines which they did not need in order to gain additional commissions. Imagine 4 cell phone lines for 90+ year old retirees and a bill of over $180 per month. Upon my father's death, I went into the store to cancel his line, and was given the run around by ROBERT, the store manager at the store at 1382 3rd Ave in Manhattan. ROBERT was confrontational and unhelpful, refusing to address the matter and insisting that I speak with phone support. While I was in the store speaking with phone support, I witnessed Robert having personality conflicts with numerous elderly women who were trying to resolve issues they were having with the store.

It took me 90 minutes to sort out the issue with phone support. When I completed the call with support, I found out the ROBERT had left the store so he would not have to deal with my issue. I returned the next day with the case numbers that phone support said I needed to present to ROBERT, store manager. ROBERT's reply was "what do you want me to do with this". Insolent and infuriating, ROBERT refused to action the corrective measures dictated by support to effect the credit for 20+ months of overcharging to my parents account. He also got up in my face physically, standing less than 1' from me attempting to intimidate me into going away. With my martial arts and holistic health counseling background, I stood my ground and eventually got him to calm down by assuring him that I understood his personal stresses and that he needs to understand that his personal stresses are not my problem and need to be left out of his workplace interactions with customers.

I thought that I had secured his agreement to collaborate to solve the problem by relating to him as a human and giving him some free counseling; but it turns out that ROBERT was just lying to me to get me out of the store.

To add insult to injury, ROBERT even had the nerve to tell me that "because my father was retired military we were getting a "good deal"...

THANK YOU SO MUCH FOR DISHONORING MY FATHER'S MILITARY SERVICE BY SCAMMING HIM AND HIS WIFE OF 69 YEARS... APPARENTLY THIS IS WHAT BEING A SILVER STAR RECIPIENT AND SPECIAL FORCES VETERAN OF THE KOREAN WAR DISCHARGED WITH MILITARY HONORS MEANS TO ROBERT AND AT&T!

See the photo for a copy of my father's silver star citation issued 50 years after the fact when the actions became declassified... this is the same person whom ROBERT felt it was appropriate to treat with disdain and disrespect.

Oh yeah, and my mother is still on the hook for $150 per month with AT&T because when they had sold my parents the unneeded lines, the clerk tethered the phone upgrade not to the existing line but to the new lines so that those lines could not be cancelled without incurring fees for the new phone. Complete and total scam. ROBERT, store manager at 1392 3rd Ave in Manhattan is rude, unhelpful and dishonest; bring your...

While this store fulfilled my requests, their customer service was terrible.

The manager who greeted me was polite & courteous, but did not seem willing to do the work customers need - instead she asked me to wait for a tech even though there were others waiting.

Two out of the three techs on duty were rude, and had zero sense of urgency. They kept talking to each other about unimportant-sounding personal matters, delaying the customers waiting for them to continue with next steps.

One of them muttered “I need a mental break” when she finished with a customer and got on tiktok for a couple of minutes, and then disappeared into the back room despite 4 new customers waiting for service.

My tech was impatient and kept spouting AT&T jargon without explaining what the terms meant, and had an annoyed look every single time I asked him to define something. When I asked why I shouldn’t stay on my previous grandfathered plan and instead upgrade to a newer plan (which 99% certain has hard to find clauses that will cost me more money in the future), he visibly became frustrated and basically told me I was a fool (he did not use those words but I definitely felt that way).

I went on a Saturday at ~12:15PM. Go to this store only if it’s a last resort cause they’re gonna waste your time.

Update: my fiancee went back to this same store the following Saturday to turn her old iPhone in - but they neglected to tell us that only the account holder/authorized user can turn in a phone for trade in. And so they called me, and I said it was approved. They sent me a text message to confirm my identity, which I saw and relayed the code back. However, they sent a second text to my father's number, but he is not the primary account holder, so I asked why a second confirmation code was necessary. They told me it was out of their control and I needed to call customer service. I pushed back and said "What? You're AT&T - why do I need to call customer service, why can't you help us?" The same tech who got onto tiktok the week before, then said to me "I'm trying to help you, but you're being rude." So then of course I got angry - I've never had a customer service employee call me rude when it was her job to help me.

Don't waste your time at...

After I switched my service from spectrum to AT&T , I got iPhone 16 pro max last week from this store. Ivonne helped me out. She was amazing 🌟. Today around 12 pm my phone just froze. Screen was black. Phone wasn’t working. I tried to charge it didn’t work. I took the phone to AT&T store where I bought in first place last week. Paul helped me. He tried to update but it was something wrong with IPhone. He told me to go to Apple Store. I walked to Apple Store. They gave me 35 minutes waiting for appointment. I did. Apple genius checked the phone it took almost 45 minutes. Than they gave me a new IPhone 16 pro max . But it he couldn’t activate the phone. Because l purchased from AT&T . He asked me to go back to store again. I walked back 30 blocks again. It was already 6 pm. I had no connection. I went to store. I told them I was there earlier. It was a 2 lady at the store that moment , one of them was a manager. I don’t know her name . I waited more than 20 minutes. I asked to speak to manager. I was very upset, frustrated and tired. It was another customer, he asked me what is wrong with your phone, l was telling him about my phone the manager “lady” came she started to yelling at me. And called me “rude”. She could have helped me or at least listen to me. But she didn’t. I wait another 40 minutes. And Paul came from office. He did help me . He activated my phone. I got home 9 pm. I’m very disappointed by customer service at this location. The was manager treat me was so mean! Not professional. Made me feel very uncomfortable. They ruined my all day. I’m already regret to switch. But again Ivonne and Paul was very kind and professional. I wanted share...