AT&T Store — Local services in Newton

We trusted Matthew at this store to help us transfer our family’s lines from T-Mobile to AT&T. That turned out to be a huge mistake. We’re currently abroad and none of our phones have service, even though this rep explicitly told us that international roaming would work automatically once we are abroad. That was either a lie or a complete misunderstanding of the plan. Either way, we’re stranded in Europe for two months now with phones that only work on Wi-Fi. My daughter’s line was completely deactivated during the transfer. She didn’t trade in a phone—just switched SIMs—but her service immediately failed. When we returned to the store the next day, not only did the team fail to fix it, they somehow made it worse. Her number is now inactive and she can’t even use iMessage or FaceTime over Wi-Fi. It’s like her phone number no longer exists. The rep also misrepresented the international day pass plan. He told us it’s capped at 10 days per billing cycle, which sounded perfect for our trip. What he failed to mention is that this cap only applies for personal accounts while he pushed us to get a business account which is not capped.. So now we’re looking at 60+ days of daily international charges we never budgeted for.

This wasn’t just bad service—it was grossly misleading and careless. We’ve already begun escalating to AT&T corporate and are considering further action. If you’re thinking about switching providers or managing a line transfer, do not trust this rep or this store to handle it. You may end up, like us, in a foreign country with no way to call, text,...

Went in to see about upgrading phone. Spoke to a 'Matt' and at the end we walked out with an iPhone 8+ and 8 (BOGO). Where it went south is when Matt 'upsold' us with the airpods and ipad - all throughout Matt gave the impression that the airpods and the extra line for the ipad would be credited back (yeah, essentially free pods! I know, in hindsight, too good to be true!) Who would say no?! Walked out of there feeling great!

Big mistake. None of that was in writing. Took him at face value that he was doing what he said. I chatted with ATT customer service with the intent of wanting to know what my new bill was going to be like - they had no idea what I was talking about (credit?! what credit - none were noted in my account). Called the Needham store - sure enough, no clue.

Went back to sort it out. Manager (Anthony) was little help. Matt turned out is now working at another store - I asked Anthony to go CALL Matt and figure out WHAT Matt did (promised) - Anthony refused.

I don't get why Anthony did not bother calling. Could have at least gotten to the bottom of what Matt was doing. And frankly, I wanted to yell at Matt and call him a liar. AND would have welcomed to be proven WRONG had we SPOKEN to Matt to find out what he did!

No recompense suggested. None. My fault for yet again believing salespeople. Everything in writing. Should have recorded the whole transaction. Don't know why Matt did what he did (end of the month quota? bonus?) - never going back to...

I would like to share my profoundly disappointing experience with AT&T, and I feel compelled to caution anyone considering switching to their service: do not. In my opinion, it is by far the most frustrating and unsatisfactory service I have encountered. The monthly bills are filled with numerous unnecessary charges, making it clear that AT&T is more interested in profiting from hidden fees than providing value to its customers. To make matters worse, their 5G network, which is advertised as a premium feature, is inefficient and unreliable in many areas. Despite paying $120 per month for my plan, I do not even receive unlimited data—an offering that is available with other providers for roughly half the cost. Additionally, AT&T employs aggressive tactics to prevent customers from limiting or canceling their accounts. When I attempted to restrict my service, I was met with added fees and endless attempts to convince me to remain a customer. This is nothing short of exploitation. My experience with AT&T has been nothing short of a nightmare, and I cannot, in good conscience, recommend their service to anyone. I am sharing this review with complete honesty and in the hope that others do not have to endure the same frustrating experience. AT&T, in my view, is the worst service provider in the...