AT&T Store — Local services in Newport

Kind of a disappointing experience today. I walked in to upgrade my phone this evening. There were, what looked like, four employees in the store. I guess they were all on their lunch break together because they were all eating lunch in the back and no one stood up when I walked in to help me (I had to walk around the store a bit before someone got up). I asked to upgrade my phone. Maybe this is just how the experience is now, but I was in and out of the store in 5 minutes max. There wasn’t any assistance with transferring my info from my old phone to my new one, and no mention at all of taking my phone. I knew my current phone was old and I wouldn’t get much for it, but based on what I saw on ATT’s website I was at least due store credit that I could put toward the phone. I basically had to leave the store with two phones, neither of which worked because the SIM transfer had already started. What made it worse was when I came home and got the notification that my bill would be higher than normal - I was expecting this, but I was not expecting to have two new add-ons on my bill, one of which I have already cancelled previously. The person who “helped” me didn’t go over any of that with me, just added it on.

All in all, it felt like I was inconveniencing them by being in the store tonight, spending money. Not really what I expected, and honestly quite a let down. Hoping for a better customer service...

Best experience ever!

I had to leave a review just based off of how amazing this store was and our time there. I went with my mom looking to port my service and pre-order the 14 Pro Max, we had been to a couple stores and no one had it in stock so we were just going to wait. I’m still in disbelief because not only did we both walk out with the new 14 Pro Max, we also walked out with new apple watches! The manager, Austin, helped us get everything transferred over super easily, and spent a little over an hour answering our questions about the switch as well as options to get an account for my mom’s business. And as I mentioned, I didn’t even think I was going to get the iPhone 14 Pro Max that same day, but Austin hooked us up with a deal so good I got the phone and watch I’ve been waiting months for. From the minute you walk in the reps are super upbeat and welcoming, they take their time catering to what works best for you and are fully transparent about the promotions. We had went to another AT&T store before this and weren’t treated too well, but I don’t have a single negative thing to say about the hour I spent at this location. They have quite literally blessed the year for my mom and I, and it took everything in me not to write an essay about it. Thank you so much to Austin and the team at this location, truly couldn’t find a store with a better staff, y’all...

I would give 0 stars if possible. I’ve been a customer for over 5 years now. I have 2 phones and my bulk monthly is $290. I went into the Newport store to see what I could to do to lower my bill. I do not recall the gentleman’s name who helped me but he adjusted my plan to where I would be paying $190 and said it would take effect immediately. To my surprise I got an email when my next bill was due and it was $340. I called into the Newport store (took me 100 calls to finally get someone) and asked why it said it would be that much. The guy on the phone said that the email was probably incorrect and it shouldn’t bill me that much. Well it did. My work schedule is very busy so I have tried to call several times and the Newport store NEVER answers their phone. They constantly transfer the call to a different store who “can’t help me” because I did all of this with the Newport location. I will be switching my provider at this point. Cell phone companies are a total scam and charge entirely too much. You would think if you paid as much as most Americans do for their service that you could get decent customer service but that’s not the case.

Pathetic to...