AT&T Store — Local services in Osage Beach

I dropped my phone in the lake over Labor Day weekend & immediately went into panic mode. You see, I cannot access my work desktop without access to a cellphone; combine that with being a high strung crazy person & you'd agree this couldn't have happened to a worse person.

It was 3:30PM on a Sunday, the following day was Labor Day, so the clock was ticking fast. My brother & sister-in-law, knowing just how anxious I am, jumped into problem solving mode & discovered that this store was still open for a couple of hours & 30 minutes away.

My mother & I hopped into my car (she's my partner in crime & in emergencies & wouldn't dare let me make this trek alone) & we rush to the store; meanwhile, the rest of our family is back at the lakehouse enjoying BBQ. I'm still sorry about that mom.

Anyway, we arrive at the store & there are some very rude customers speaking very rudely to the staff just for following store policy, but the staff handled that situation with grace & professionalism. Once the jerks exited the store, Dorie approached my mother & I with a smile & said, "did your brother call?" Which he had called, just to confirm they were open & explain what happened. Dorie immediately sat us down, listened closely to the situation & all my questions & immediately reassured me that everything was going to be fine. I needed to hear that.

Long story long, Dorie was exceptional, she was kind, funny, helpful & honestly, I kind of wanted to be her friend in the real world, but that would have been weird, right? I digress... She got me setup with a new phone, confirmed that I had literally everything backed up which I had no idea I did that so, YAY ME! She made sure she upgraded our plan while maintaining a reasonable monthly bill; you see, my mother & I had an ancient 2gig plan that AT&T hasn't offered in years, so the only way I could take advantage of their phone upgrade, was to upgrade our plan. I explained to Dorie that I struggle letting go of money & she took that concern seriously & proceeded with care. She explained what our first bill would look like & she was SPOT ON, there were no surprises.

Honestly, I couldn't have had a better experience in a very stressful situation. Dorie was great & gave the impression that she truly cared about me, my cellphone & my financial happiness & for that, I am grateful.

Dorie, I was waiting for the survey but never received it. It's possible my mom got it & well, if you remember, she has an ancient flip phone & likely didn't even realize she was asked to complete a survey, so I thought this was the next best thing. I hope you see this & I hope your higher-ups see this, because you deserve recognition & a pizza party! You were fantastic & I would gladly drive back to that location if I ever need phone related assistance in the future.

Thank you for making the best of a crappy situation. AT&T is lucky to...

They were not honest when I changed my service to them. They had a promo going buy one phone and get one free. I was told there was no contract and could cancel anytime without penalty. I asked several times and was told there was no charge for the phones if I canceled (I already had phones and did not need them). I was assured there was no cost for the phones. So I signed up. Then they started billing me for the free phones and I would go into the store and complain. They fixed it and this happened for the first few months, frustrated I paid for the two phones that were not free. The bill always seemed high so after about 7-8 months I canceled and went to a different phone company. I then started receiving bills for over a thousand dollars. I called (and waited with their poor customer service), three times and was told that it was a billing mistake and to just wait. After the third call they told me that I didn’t owe them the money. One week later they send me to collections. I went in to the store and the manager explained to me the free phones where not free if you didn’t keep the service for a certain length of time but there was no contract. I told him that sales person had assured me there was no charge for the phones. He stated there was nothing he could do. He also knew exactly what the charge was for, where the three customer services reps had no idea. This leads me to believe that this was a lie that this store has been using to sign people up. I paid the money but That is the last they will...

Very unprofessional they never answer the store phone when I went in the store and asked why no one was answering the phone they claimed to be busy. So you can't answer the phone and say thank you for calling at&t can you please hold. So I spent 2 hours there don't know what they did something I didn't open an account went to Sprint better deals on the phones lower cost on the bill no problems was on there 45 minutes 5 lines out the door. Get home get an email from at&t saying thank you for choosing at&t withva contract/service agreement. I never started a contact or service with them. The email even has another employees name on it not the one I spoke with at the store..... I have contacted the fraud department and will also be contacting my Attorney about this matter. Even more unprofessional the manager reads all reviews and of course just like not answering the store phones they do not respond to their reviews. This store needs to badly be retrained In customer service. Starting with management followed by assistant managers then sales representative. Once management is trained properly then the chain will follow. Their excuse for not answering the phones is ( we was busy) the 2 hours I spent there I seen 8 employees two managers and only about 4 customers. If you claim your store is to busy to answer your phone as no one has answered over the last 4 months according to the reviews. Then hire someone just to answer the phone and take...