AT&T Store — Local services in North Little Rock

Let me begin by saying I have been with AT&T since it was Southwestern Bell. I began my service at the Lakewood location. I have never received the level of poor customer service in all my many many years of being a customer. I have never been so embarrassed or appalled for a business as a consumer. My husband and I went in a week ago to upgrade some phones. Not realizing they were closing within a couple of hours, we were met with relatively no customers and a handful of employees that did not seem eager to assist. While we felt somewhat put off we understood and said we would be back. We went back Saturday, allowing for ample time to assist our needs. They were quite busy so we put our name on the list and waited the approximate hour they said it would be. Our introduction to the young lady that was to assist us started out poorly. She seemed more interested in fussing about her job to her coworker, in front of us, than assisting us. When she finally got it together to help us she basically acted like doing her job was not was she was intending to do. As I said we were there to upgrade some phones, 1 being an iPhone. Since I have had an iPhone they have always been able to transfer my data from one to the other. She basically told me I needed to buy extra cloud space, go home and back up my phone to the cloud and then come back. All while raising her voice and trying to talk over me as I would try to explain this has always been a service provided me. Another lady appeared, I assume, in an attempt to diffuse the situation. As I was trying to explain to her the reason for our trip to the store the young lady, again, talked over me as if I couldn’t explain what I needed. I literally had to ask that she be removed from the table we were at. The 2nd lady basically told us the same thing about buying more cloud space and going home. Fine, okay maybe this is what AT&T teaches their employees to say? Funny thing though, the young man from the previous week said he didn’t have enough time to transfer my data since they would be closing in less than 2 hours. At this point I just felt like we were not going to be assisted, simply asked where another AT&T main location was and left. We ended up going to the AT&T on Chenal at the Promenade, purchased 2 new iPhones with accessories and guess what happened?? That young lady did her job. She was pleasant, she explained everything to us, attempted to transfer my data (I have a lot of pics) and succeeded. She may have had to spend a bit of time with us, it may have been very annoying or could have cost her the commission on the next customer that walked in. But for every minute we were there she treated us with respect and never acted like we were a burden to her. AT&T y’all worry with some dumb and petty things, obviously customer service at your retail locations is not one of them. The manager of that location should be very embarrassed and if not, there lies the problem. Young people please understand this is your job. This is what you get paid to do. If you are not happy with your job please don’t be an embarrassment for the company you work for. Please don’t stick around and treat people with nasty and disrespectful behavior. They are there for the service and not the blunt of your dissatisfaction with your career...

My wife recently signed up for lifeline benefits, and she decided to go with AT&T as her telephone provider. When she was signing up, she was told she had to have a Sim card first, so I went to the Lakewood AT&T store in North Little Rock, Arkansas, and the manager refused to give me a Sim card unless I signed up for service with her at that moment. I believe the managers name was Alexa or Alexis or something. Whatever her name, she was rude, impatient, and discourteous. Not only did she refuse to give me a SIM card, also, she told me she couldn't help me because I didn't have a postpaid account. Then she said the only way I could get a Sim from her was if I purchased a plan through her. She acted as if the SIM cards all belonged to her. Her demeanor suggested that she was put off with me. Allow me to add that I’ve been a customer with AT&T since it was Southwestern Bell, so I knew she wasn’t telling me the truth. I also knew that AT&T didn’t train her to stay seated, relaxing in a chair like she did while she refused to help me with a simple task. I contacted customer service for help, and I was put through to Joseph Bryan Gu. I'm very pleased with his patience and empathy in helping me to resolve my problem. Joseph was able to secure me the SIM card my wife needed for her new AT&T prepaid plan, and by doing so my wife is now a AT&T customer. Joesph Gu is a fine example of what customer service should be. Without Mr. Gu, AT&T would have lost not only my wife as a new customer, but also me as well. Way to go Joesph! My visit there yesterday was the worst one I have ever had at Lakewood in 25 years. The manager didn’t even have the common courtesy to get up out of her chair while she was refusing to help me with my issue. I wish AT&T would allow Joseph Gu to train the sorry excuse for a manager at the Lakewood store. I hope No one else ever has to go through this like I have. But if you do, just know that the Lakewood store manager is not a very good representation of an AT&T employee. She really is just a...

This location is so inconsistent. I’ve had a few good experiences there but most of the time I leave frustrated. I want to use this location because it is nearby but I have to remind myself not to expect too much. Tonight the store was clearly understaffed. It appeared there were 3 people to work the entire store and one of them left about 5 minutes after I arrived. That left 2 people to work the store. One of those appeared to be tied up with a customer. The other employee then was left to stand at the front door and take names of people arriving who needed help. When I arrived I told the employee ( the one who left 5 minutes later) I had a question about a possible upgrade. I just wanted a question answered. It probably would not have taken more than 2 to 3 minutes for that employee at the door to answer my question. However I was told someone would be with me. There were 4 people in front of me. I soon realized there was basically one employee actually providing customer service and the others waiting in front of me were clearly frustrated as well. It then became apparent I could be waiting an hour or more to have a single question answered. So, I left. How hard would it have been for the employee who checked me in to tell me they were short staffed and that there were 4 people in front of me so I might be waiting for a while? That would have been basic “good customer service”. In general my experience has been most of the employees at this location are lacking in the area of customer service. If you have to go to this store be prepared for a long wait and don’t expect too much...