AT&T Store — Local services in New York

Went in to return my device to AT&T from online order. As soon as I entered the location rep Jason looked at me saw my box and then put his head back down without acknowledging me. A female rep saw this and then signed me in for help. Mo (another rep)came to help me after short wait. He stated to me the manager left at 6pm. He could not process a return. I asked him who’s the closing person in charge and to double check. He called for Jason stated no one can help me and I should mail the phone back. I told spoke to customer service they said I can return in store. The proceeded to tell me they can’t see the transaction. I told him you want to look up my account, he said he already did for 2 other customers. I told him called other stores and they found it. Except this store was closed to me. He said I should come back the next day at 10am. I explained to him I work those hours. His response to try another store. Try this store try that store. Once the manager leaves we can’t do returns. I asked if he can add new line he responded yes we can do that. I asked him what time the store closes he said at 9pm. I got to the store at 7:00pm I asked him if he can call the nearest store. He said that I could and can google the other locations. All this why not even looking at me. With his head down typing away on his computer. The store was not busy or crowded. After a while he proceeded to give me a number with an attitude to another store. Jason unwillingness to help me find a solution and attitude is the reason I’m writing this review. I use to be assistant manger at Vzw. Would never let a rep treat a customer like this so rudely. Mo seemed respectful but defaulted to Jason for help. I was able to go to floral park location and instantly greeted and serviced. I will never go to that...

This is a very nice store at a very good location. There is a parking lot directly in front which makes it very convenient as well. The customer service, however, is very bad.

Of the 40 minutes I spend in the store, not a single employee bothered to ask if I needed any help. I went to return a phone case that I had purchased two days prior. The process would probably have taken no more than 5 minutes and yet I had waited 40 minutes! Both sales reps Billy, Dennis, and Manager Ashiley, and all looked at me and continued what they were doing. Not one had bothered to ask what I was in for, or that someone will come along shortly to help. In fact, none of them had even bothered to say anything at all!

I had even asked Billy 2 times if I can make a simple return. Once after a 15 minute wait and once more 20 minutes after that. His response had been that they needed to help customers in the order they came in, with a dismissive tone. In the end I left the store without making the return with 40 minutes completely wasted.

In reflection, I can understand that there are other customers before me that would expect the complete attention of the sales rep. However, not having any employee acknowledge your existence in the place is certainly not what anybody should experience. There were also instances where the other customers would walk away to look at phones for several minutes, during which the Billy, Dennis, and most especially Ashiley, could have walked over and find out what I needed. With 5 minutes, the return could have been made without the other customers even realizing it!

Overall, it is a very nice store in a great area, but the staff needs to be refreshed on the basics of good salesmanship. The customer service...

When I first came into the store I was greeted right away and got taken care off. I noticed during my purchase other customer had came in and was upset. The employee handling it said "sorry I don't know what else you want me to say". Couldn't believe it. I purchased a iPhone and was able to receive an iPad as well. I was hesitant but I thought it was a good deal. The very next day I knew I wouldn't use it went back to return it. Discovered there's a 35$ restock fee. I was never told of this. This info would have made me not buy anything I was if'y on. I read in the policy that the only time there wouldn't be a restock fee if the item was unopened. So I thought to my self. I technically never opened it so why should I pay that. The employee opened it when I bought it. So I just wanted a exact answer why that policy is there if every item is opened by an employee anyway I asked to speak to the manager who was sitting next to the registrar. I had to walk over to her cause she was typing. Her name is ravina and I have no clue as to why she's a manager. She had no idea what she was talking about. And had the audacity to laugh in my face for what I was saying. I called 611 to report her and when I came back inside she was no where to be found because she conveniently had a meeting. I never get out of character I've been in customer service my whole career. I would never laugh at someone I would listen and try my best to give an explanation. I apologized to the women helping me because she was very nice and somewhat helpful. I write this and reported ravina because it scares me that these people talk to customers like that and have no knowledge. Be careful when you go to...