AT&T Store — Local services in Norfolk

I visited this store on a Monday at 5:15pm. There were other customers in line so I patiently waited. I was sent by another corporate store just 30 minutes prior because inventory showed the phone I needed was in stock in this store. To get in the queue I described I was there to exchange a phone that was just mailed to me, already opened. The gentleman said ok and took my name down. Two employees left the store while I was waiting because it was likely their shifts had ended. I was seen by Tiffany shortly thereafter and was immediately met with a combative attitude. Before even checking the store room, Tiffany said that phone wasn't in stock any longer. I asked if she could check as it had only been an hour since I showed up at the store. Tiffany didn't answer me, turned abruptly away, and walked to the store room. She came out stating she didn't see the phone and that it was likely not updated inventory. She walked into the back room to "call the manager" and see if the phone was misplaced. She walked out with the phone and stated the manager had put the phone in a different location. I stated that I wanted to get the phone replaced as an exchange without having to set up the iPhone. Tiffany called ATT 800# multiple times to get the phone installments removed at one point, then phone returned, then exchange needing a manager's code. I asked if she could get a manager to help and she asked me, "Are you asking me to request my manager's personal information?!" I had to calmly tell her, "There's no reason to be so combative. I am trying to resolve this and get a new phone that should have been mailed to me without issues." I was also accused of saying I didn't want the phone activated in order to return it as opposed to what I actually said- I didn't want to setup the iPhone to exchange it. Finally after 3.5 hours and the rep on the phone with "RST" I walked out of the store, after hours, with the new phone. The rep even stated, "Wow, you are one of the most polite and patient customers I've seen." After being manipulated, accused, and lied to my only reply I could muster was, "I was just trying to resolve the issue and get the phone." I would NEVER return to this store to the point I would rather travel several hours away to not step foot...

How do you give less than one star? The people in the store were nice enough, but when they went to upgrade our plan, something they convinced us to do while we were stuck there, they actually ended up putting us on two different plans. Which we didn’t catch till later and lucky we did because that was going to cost us twice as much and good luck getting that money back afterwards. Then when we ended up with the wrong phone, (it was not an Easy Mode Phone, the only thing we wanted in a phone, and they had no idea which phone was,) we paid for it, turned it on but never left the store with it, they then charged us $55 to “restock it” so when we finally figured out (By googling it in the store, not because they knew) which was the right phone, they couldn’t figure out how to get us that phone without paying full price, when it was showing as 50% off online. So after 3 hrs we left with no phone, no solution, and not enough time to get the right phone, because we needed to get back to my Father-in-law. And just to be sure you know where I was I went to AT&T store number W527 on Military Hwy next to StarBucks, near the Lowe’s managed by George Yearling and George decided charging me the $55 restocking fee was more important than getting a 77 year old, 25 year Navy veteran the right phone, and keeping a 25 plus year customer. And to add to that ATT customer service whom I spent the next hour and a half with on the phone, trying to get my money back said all they could do was credit me the money that I had just paid them, You think that’s ok, in times like these $55 dollars means something, and crediting me on my account was just their slick maneuver to try to keep me on AT&T, hoping I’d stay the month to get my money back and then forget about what they did. WELL I WILL NEVER FORGET HOW THEY TREATED A VETERAN. I WILL BE CANCELLING My Account AND GOING TO T-Mobile after having been a customer for 25 plus years if this is how you value your customers, then I no longer want to be a customer. #CustomerServiceFail #CustomersDontMatterAtATT...

I went to AT&T to get a replacement phone, I only needed one phone but they had a buy one get one free promotion. They also had a promotion where I could get DIRECTV for a literally a dollar more if I included that in my bundle. The past several months have been an absolute nightmare. I have gone to the store multiple times with my original rep Trashaun “Trae” Nelson, he acknowledges my issue pleasantly and always acts concerned. But has not had the follow-through to resolve it. I was supposed to get a gift card, I didn’t. My bill was supposed to be a little over $200, it is $300. I had DIRECTV come to my house four times to try to do the installation in the first three reps so that they could not do it, but the final rep was able to fix it. Normally, I am not one to complain, but I’m tired of calling, texting, and going by the store multiple times and never having it fixed. To make it worse if I try to call the customer service number they can either only do wireless or DIRECTV. They can’t do both, and no one has record of my original quote from Trashaun. I would highly recommend never going to the store. I like AT&T and the service but it has been an absolute headache. On top of that I did call customer service one time to resolve an issue and the representative told me that I would not have to pay the balance of the phone cost and could still pay monthly if I made a change to the number, and then I was charged the $600 for the phone as well. When I talked to the phone representative they said they was nothing they could do to help me, even though I requested they listen to the call they say the record that would prove the associate said I wouldn’t have to pay the $600 all at once. I can’t say if I will stay with AT&T, even though I have been a customer for over a decade, but this experience at this store has made it a challenge. I’m a customer that is pretty flexible, but how hard is it to follow up. We’ve been going back and forth since July and I have text messages to prove it....