AT&T Store — Local services in Oconomowoc

So disappointed in the store and customer service. Long, but if it came save ANYONE the hassle and frustration we experienced, it’s worth it. Disclosure, I will not use store representatives names because at the end of the day I do not believe in publicly destroying someone’s reputation in a job they base their income off of. Lastly, we were extremely friendly and patient the first two visits to the store, and the first 4 hours on the phone with customer service. My husband and I ordered our phones in the store on a Friday with a representative. This was after we went in on a Wednesday, but they closed in 50 minutes and said with getting the military discount and ordering two devices it would take too long. We said we would be happy to come back, as the representative told us the phones would come fast. We scheduled an appointment that fit her schedule and came back. The representative we worked with needed to put the account in my husband’s name in order to receive the military discount. She could not make that happen so she skipped that step and ordered us the phones. She assured me the devices would come with return boxes so we could activate and send our current devices back to qualify for the promotion. She double checked with her manager that the military discount would still apply to my account because I am a spouse, and my husbands name is on the account. She gave me her number, which I did try to contact and never got a response back. We called customer service the next day (Saturday) and spent a total of 5.5 hours on the phone with customer service talking to 4 different people, and getting “disconnected” twice. We were told a different story by each person. We were told one of the phones was delayed, we were told both the phones were going to be delivered together, we were told that the store did not follow the correct procedure in order for us to get trade in credits, we were told we would need to return the phones (once they came) and start the whole process over again in order to get the military discount. We had a completely different story with every new person we were transferred too. My husbands phone came, mine did not. Even though customer service said they were coming together. Frustrated, on that following Monday we chatted online with a representative who told us the credits were never applied and my phone was delayed. They added the credits and we thought we were moving on from this chaos, and would patiently wait. This Friday my phone was delivered. Please see the photos to understand the condition it was delivered in. We called customer service. Again, who would want a brand new device to come this way? Customer service said we needed to call Apple. We then went to the Oconomowoc store, because surely customer service would be better. Right? WRONG. The store said we had to return to sender, and they couldn’t do anything in store because they would need to charge me a restocking fee. They also said Apple would not replace the device. A restocking fee when the company I’ve been with for 5 years, and never have been late on a payment, received a device in this condition? The representative also told me a completely different story than customer service. His store manager could see how heated we were and refused to come help him out or care that two customers have wasted hours dealing with this. We left with no answers. Moral of the story, great coverage in signal for my device. AT&T has got that right. But, Order online, so that you can do the job the store refuses to do. It will save you time, hassle, and being lied to. Or try a different store. This store has 0 care for its customers unless they are making a sale, but after that you are on your own. Extremely sad coming from working in this type of setting years ago, and being a manager myself. I never would have been allowed to, or allowed my teams to skip steps, lie to customers, and waste multiple days and over 10 hours of someone’s life who keeps my store in business. I can see why people warned me about this store, and...

Horrible customer and overall experience with this store👎🏻 I purchased two new devices and lines, came back a week after to cancel the service and return the devices for many negative reasons that are not even relevant at this moment. I originally paid $500, they said I was supposed to pay a $110.00 fee for returning the phones after a week of using them (totally understood). Not only I didn’t receive the remaining $390.00 back that I paid in cash, even though I was supposed to receive the money the same way I gave it to them, instead, they said they were going to send me a check within two weeks. IT’S BEEN 2 MONTHS and I have NOT receive my $390.00. I’ve called multiple times and they always say they will return my call (Never happens). I just called a few minutes ago and a rude representative said “I don’t have time to argue about this, it’s not part of my job” so I ask, why does #AT&T hire inept and incapable people who don’t even know what...

Had a frustrating experience with the service here. Thankfully AT&T support was able to resolve the issue that the employees' laziness created.

I went in to trade in my phone for a new one, and the service right off the bat was prompt and friendly by Joseph B. The transfer was abbreviated because it was going to take too long to transfer all the photos and the store was closing in 20 minutes. I ended up losing multiple contacts, and it turns out that the phone was never activated because the employee that finished with me (not Joseph) was too lazy to take care of it. I had to call (using a friend's phone) AT&T service in order to have everything resolved. This is unacceptable. The call center person was rather confused as to why it hadn't been activated in-store.

I'll never go to this store again. Friendliness does not outweigh straight...