AT&T Store — Local services in New York

If there is another AT&T store nearby, take your business there instead of shopping at this store. I placed an upgrade order online with the option to pick-up at this location. Sounds simple enough, but when I arrived, I was greeted by the store manager and told that the order can’t be fulfilled as it was ordered online. Omar said that it would need to be cancelled and then processed with the store directly. Sounds a bit fishy and I insisted that he just give me the phone since I already paid for it. I was then told that there’s an error that prevents them from processing it so they need to cancel.

They cancelled my order and then pulled the phone I initially ordered and I paid for the taxes. The sales rep said he would be able to import my son’s data from his old phone to the new phone without an iTunes password, but after 5 minutes of trying he said he couldn’t do it.

Not a horrible experience regardless of the fishy business in not just handing the phone to me as ordered.

I walk a few blocks back to my office and then realize I received a text message that I was enrolled in the AT&T next upgrade service, for which I didn’t enroll in. I returned back to the store and the sales rep told me he can’t cancel it but I can call in 2 weeks after I turn in my trade in device and cancel the service.

Again, slightly inconvenient, but not the end of the world. I walked back to my office and decided to review my account information just to be on the safe side. I then realized that I was also enrolled in the top tier protection plan for this phone for which I also did not consent to sign up for. Back again to the store for the third time.

At this point, I just wanted to end the experience and return the phone and I would just order it online to ship to my house.

The manager Omar walked over to me as he knew I was displeased and I said I wanted to return the phone. He then told me that since the phone was opened, I would be subject to a $55 restocking fee. I told him that I didn’t open it and his sales rep opened it and I refused to pay the fee. After some back and forth he said I can call back in a couple weeks after my billing cycle ends and he will credit me for the $55 restocking fee.

I spent over an hour and a half with some unpleasant back and forth all because of some unethical business practices. I understand stores want to make commission, but you shouldn’t try to pressure a customer to cancel their order just to increase the sales at your store. You also shouldn’t just beef up the options without asking the customer if they even want the service.

Omar then told me they don’t have the option to turn off those services which also sounds like bs.

On my way out the door, Omar asked if he can add an extra $30 credit on top of the $55 restocking fee in exchange for me not submitting a review. I told him that he should be more transparent and honest and he wouldn’t have received a negative review.

Big waste of time and multiple trips back and forth. I don’t recommend shopping at...

I am on vacation in NYC. Last Sunday, I went to this store to try to buy a SIM card for my phone to use during my vacations since I live abroad. The representative was very helpful and friendly. Once I told them I needed to pay in cash, he said that since it was Sunday, they were not accepting cash payments, so I would need to pay with my debit card. I accepted it as I needed a Sim card. In hindsight, I now realised I should've declined this and left the store. However, I went with it as he told me that my my phone was not compatible with 5G SIM cards, and I would need to buy a new phone in order to be able to use data in NYC.

I told him that was too much for my budget so he sympathised with my situation and offered to try to help me to get a phone on discount for around 10 or 20 dollars (I can't recall) as long as I kept that USA numer for 6 months and bought a 30 dollars SIM Card.

He told me he was not sure I would really be able to buy this phone, but he would do a test with my card that wouldn't charge me unless I was eligible to buy the phone.

In the end, he told unfortunately I was not eligible because I'm not a USA resident.

But he charged me 30 dollars.

I went to the store to try to get a refund from them (as per my bank advice). However, I was informed that there was no record of this transaction. I found that odd as the money was deducted from my account.

The strore manager tried to connect me with the customer service for advice but it's an impossible situation as the store manager, who was there on the day that this happened, is the 1st one to tell me there is no record of this transaction.

I don't understand this. 30 dollars was deducted from my card on his store, and there's no records?

The customer service also did not help because I am not a customer, and they also can't find those records of a transaction.

The store manager just told me to go back to my bank and ask them to ask for a refund, but without evidence, I can't ask for a refund.

In the store, the manager also made a callous comment saying I would do better to just enjoy my vacation and not to think about this. Unfortunately, the reason I'm in this situation is because of his employee and their schemes. Unfortunately, I'm one of those people who doesn't like that my money is deducted from my account without my consent. They took money from my account and did not sell me anything.

It's all around terrible. Don't go...

This store was extremely helpful to me when I was desperate for a collection of products (IPAD Pro 11inch, Magic Keyboard, and Pro Pen) the day before Christmas Eve on 12/23/2024. Omar was amazing and went above and beyond to have the items brought in store for me to purchase. I called multiple ATT stores where the representative in store did not even want to search other stores for me to see if the iPad was available. Omar immediately offered to do the search without my asking, and when the stores were limited with the items. He took my number and promised to call me back once he could confirm to have the items delivered. He not only called me back but he left a voice message when I was unavailable. Then called me again to confirm whether I still needed the items. I had such great relief knowing that there was someone helping me with such great motivation and kindness. It reminded me of why I chose ATT as a phone company. Often times employees at ATT barely want to answer questions let alone provide excellent customer service and communication like Omar did. Most especially during the holidays. As a business owner and 15-year business strategist to companies we know and love I would recommend Omar for a position in which he can oversee others in training from a high level corporate position in order to ensure that entry level employees duplicate the professionalism, communication, patience, and emotional intelligence that Omar showed me. He truly made me feel that I was a valued customer not only in words but with his actions. Thank you Omar for all your help and thank you to the 53rd street ATT for supporting Omar in his efforts to provide...