AT&T Store — Local services in New York

I will never do business with this location again and I warn others not to. I traded in my phone in September of 2023 and was told it would take a few months for the trade-in to process and get my credits. Months go by and I hadn't received anything. I kept contacting customer service and they told me it would take another 1-2 months. I visited this location to see if I could get any information and Alice assisted me. She was also the employee who processed my trade-in. She informed me that the company was experiencing a backlog of trade-ins and it would take a while, by this point it was March and had been 6 months. She took down my information and said the manager would look into it. Weeks went by with no response and no credits. I call nearly once a week and nobody can give me any information as to where my trade in is, they just keep saying they're working on it or they can't find the information they need. I contacted the online customer service line again and they were finally smart enough to dig into the back end and see that yes this location did start my trade-in process in September, however it was never completed and it showed that they never sent the phone in, this is why the employees at this store can't seem to find the necessary information! Because they never sent my phone in! I was advised by customer service that if the store cannot find my device and resolve the issue then to file a theft report with the police. STAY AWAY FROM THIS...

Unfortunately, I had a poor experience at this store. Fees were tacked on to my new cell plan without my consent, raising my monthly cost by over 40%. Fortunately, it wasn't difficult to cancel those fees when I found out about them. I was also given an inaccurate quote for the cost of my monthly service (leaving aside the fees just mentioned), and unsurprisingly my service will cost more than I was told it would. It also didn't help that I did not receive a receipt for my purchases until I returned to the store and asked again to get one.

I made multiple trips to the store to address these problems, and my basic impression was that some personnel in the store viewed me as a nuisance when, in fact, I was there to fix mistakes made by AT&T. I did not appreciate being made to feel as if I was "the problem customer" when my original intention had been to just walk in the store to buy a phone and a plan.

Based on my experience, this store has significant problems with both accuracy and attitude. My visits were not a positive introduction to AT&T, and I recommend...

I honesty don't understand how is it possible that 9/10 times I go to that store I get in to an almost fight with the staff there. Different staff often tell you different things regarding the same question, which is extremely frustrating, and they are not at all apologetic about that.

Granted I am not the most patient and tolerant person in the world, but they make me feel like I am this unreasonable, annoying, loud person who keeps asking the same question, when in fact, they cut me off before I finish my sentence, and give me answer to a question I did not ask. Therefore I have to restate my question, but they cut me off again before they actually understand my question, and hence the never ending vicious cycle of me saying "could I finish my question", they saying "we've been going over the same thing 5 times, you need to stop yelling."

Bottom line is that I really don't enjoy publishing this kind of whining online, but as a fellow human being, I feel obliged to suggest you not go to that store for your mental and...