AT&T Store — Local services in New York

Worst customer service experience since cell phones were invented. My recent experience here:

Broke my phone so I went here to replace it Bought a brand new phone (they didn't have inventory to support getting any kind of iPhone Pro model, 12 or 13, so I got a regular 12. Also they refused to reach out to other branches to see if anyone had in stock. Since this was an emergency because I run a business where I need my phone to operate, I needed an immediate replacement. Since my phone was broken, how am I supposed to call other branches to see who had one available? They wouldn't even call for me) The "brand new" phone I received was somehow broken. Don't know if it was defective or if they gave me an old refurbished phone that wasn't fixed, but I didn't realize it until I was home. Showed up at 10am the next day when the store was supposed to open, and an employee didn't show up until 10:30 The employee would not let me exchange/return. Told me to return back 3 hours later when the manager shows up. She also would not let me speak with the manager directly, she said he is in a meeting and can't talk, moments after I watched her call and speak with him on the phone I returned 3 hours later as instructed and was told the manager would be running late. Was told to come back a third time in maybe an hour but couldn't promise exactly when he would be in Finally the manager decided to show up around 3 pm and refunded the phone. She could have just done it in the first place and this could have been done at 10am

Since I myself run a business, the entire day was wasted and without a cell phone. Thousands of dollars in revenue were lost due to this horrible service. Don't let it happen to you. Just go somewhere else, the extra travel time...

AT&T has the worst service available. I’ve been with them for over 15 years and have lost a phone before and not have the issues that I’ve had this last time. My daughters phone was stolen/lost and now they are holding her phone number as ransom in order for them to get their payment on the phone that she lost/stolen in full. AT&T has no integrity when they treat customers that have been with them and endured their nonsense for over 15 years. We have already told them that we are going to pay the phone that she bought and that was lost/stolen off. But that we need to get a new phone with the same exact number so that my daughter would have her business phone. They said the phone that was lost or sold Dolan had to be paid in full in order to get that phone number back. I flat out asked them if they were holding that phone number captive/ransom in order to get the other phone paid in full. The customer representative told me “yes“. This is a very very disturbing and disgusting fact about this company. Why I have stayed with them and endured this nonsense for 15 years is questionable and I really don’t have an answer other than the inconvenience and the disruption that it makes my life. I am reevaluating my need to stay with this company since they have no ethics morals and lowest standards of...

If I could give zero I would. I walked into the store on 12/7/2023 to get a replacement SIM card for my existing phone. I have an active account and phone number, I literally just needed a replacement SIM which I have done before with excellent service and courtesy (Kudos, Myrtle Ave AT&T). I was told by the young man and woman before I could even explain, "The activation fee is $30." For what? I have had this done before and a replacement is $5 which if there is a coupon can be waived making it essentially free. They proceeded to tell me they were an authorized retailer as if I had a jailbroken or - stolen - phone (that they never asked to see by the way). I walked out and directly to Myrtle Ave location where I was given again excellent service AND a replacement SIM for $5. With a coupon. Again, free. They suck. So what were you going to do with my $30? Get lunch? I was in the Christmas spirit so I did not go back with my "authorized retailer" receipt. As it was intellectually explained to me, there is no reason the service I requested should be that price. They don't need anyone to tell them how to do their jobs. But if you gonna do it,...