AT&T Store — Local services in New York

Went to the store to ask them to put a memory card in my phone and add one more keyboard in my IPad, both of which I bought in the store. I live on the same block and my husband and I always purchase our phones there and I have been with AT&T for over 25 years.

Unfortunately on my last visit I delt with Clarabell, the ruddest person, who as I was telling her what I need, was reading text messages on her wrist watch and just because I asked are you sure,you can't place a memory card in my phone, do you want to check with the manager (whom she just a minute ago asked if he knows how to find an alternative keyboard on my IPad). She got very angry and aggressive and said :"I am not lying to you" and "I am not helping you" . I said to her "I didn't say you're lying" , she said: "I don't care, you'll have to wait to deal with somebody else" and she went into the office in the back of the store.

By the way, she did all this in a presence of her manager Vincent, who was very nice, and tried to rectify the situation after I waited for him almost 1/2 hour until he was patiently dealing wit another client. Once Vincent was free, I asked him if he was a manager, he confirmed that he was. I told him this type of behavior is unprofessional and this is the worst customer service I have ever received, he said she was working in this store before him , and I sensed that he was afraid to manage her.

He apologized and started to help me when he noticed outside the store the gang that robbed the store previous week, so he called the police, he apologized and asked me to wait while his dealing with it. Without going into details this ordeal lasted 2 hours and Clarabell appeared again telling me to leave because she needs to close the store, although it wasn't closing time yet. I gave up on waiting for Vincent and left.

My 2 hours in the store were a waist of time, nothing was accomplished. Clarabell lacks the IT knowledge to be able to help, so she gets diffensive if you suggest she should check with the manager. She also lacks basic understanding of how to treat a customer with courtesy. Or perhaps like she said, SHE JUST DOESN'T CARE.

If I could give 0 stars I would. The management needs to step up and improve customer service, since they're getting many...

these people are the most entitled, incompetent, rude, and spitefully unhelpful group of sales' personnel I've had to deal with. every single one of these individuals unequivocally refused to help, to the point where they would not answer their own colleagues from the Loyalty Department on the phone, claiming they're not the same department, and therefore they do not have access to the respective data. this is not only false, as they did finally physically picked up the phone receiver to converse with the Loyalty Dept, but they actually did arrive on the same section of my profile that had the relevant data. I've tried this location 3 times, and none of which was by choice. yesterday i made sure that the Loyalty Dept made emphatic and specific notation on the sheer contemptuous incompetency and vile behaviour of these people. just an example, the "manager" physically turned around and left the room as i was explaining the issue and did not come back out to the floor for the 68 minutes i was there (57 of which i was on the phone with the Loyalty Dept). their offenses were unambiguously grounds for termination. my phone call was recorded by the Loyalty Dept and the interactions were all recorded. as in there's audio proof. this is not hyperbolic or anecdotal. i also plan to put through any and all types of complaints that are available to me. not one person out of 6 people showed common courtesy let alone actual competency. this is an HR issue, not just a customer service issue. stay far far far far away from this store or be ready to make...

Upon entering store, both associates were sitting down and staring at their tablets at the front of store seemingly paying no attention to walk-ins. I began browsing for an item only to be approached by the security guard. He asked if I needed help finding what I was looking for and kept insisting I ask an associate for help. I replied multiple times "I'm ok I know what I'm looking for ". After insisting a 3rd time I asked if a specific phone case can be ordered. To which I received " no sorry " as a reply while tapping her tablet screen. I've been in retail for a long time and I know that most corporate locations. Want you to engage your customers the moment they walk through the door. Why it took over 2 minutes for anyone to engage me at all when the store was empty is beyond me. Even more puzzling is why security was the first to engage me. That was the worst customer service I have ever experienced at an...