AT&T Store — Local services in Plumstead Township

Our experience at the AT&T store in Doylestown at the Cross Keys Place (shopping center) has been so atrocious we’re filing a complaint with the Better Business Bureau.

We were sold two phones by ‘Derek’ a sales person at the AT&T Doylestown store. He told us we were eligible for a promotion for a free Apple Watch with the purchase of the phones. We were told there would be no additional charges on our account. We were never told that a phone line would need to be associated with the Apple Watch. To our complete shock, our first bill was extremely high. Not only were we getting charged for the Apple Watch, we were also charged for a phone line associated with the watch. We were also charged for extra services like insurance and upgrade packages added per line that we stated in the store that we did not want. After multiple calls to customer care, we were instructed to go back to the AT&T Doylestown store where we got the watch and would be able to do so. Derek would not return the watch or help us with the issue. Instead instructed us to go to the corporate store in montgomeryville. Before traveling to that store, we called the AT&T in montgomeryville who stated this issue could definitely be handled at the Doylestown location and that the montgomeryville location wouldn’t be able to help us since we didn’t get the watch there. We were thankful for the honesty before wasting our time driving there. We were again instructed to go back to the Doylestown location. We went back to the Doylestown AT&T where the manager ‘Sylena’ was working. She refused to return the watch even though the watch was unopened and we were instructed by customer care that we would be able to return it. She did not even access our account to look at any conversations that were had or documented by AT&T customer care. She adamantly refused and seemed agitated with the scenario. We expected much better service given she is a manager and the issues started at her store. We have spent countless hours on the phone with customer care and going back and forth to the Doylestown AT&T to discuss this issue and there have been no resolutions to this case. We ultimately had to buy the Apple Watch to be done with this matter and drop the phone line associated with it-a $300 dollar charge that we should absolutely not be responsible for. We have been loyal customers of AT&T for many years and will be looking to change providers after this awful experience. We would not recommend the AT&T Doylestown store to anyone unless you are looking...

UPDATE TO ORIGINAL REVIEW: I spoke with an AT&T rep over the phone two days ago and the employee who "helped" us in this store added two devices (an iPad and a smartwatch) to our bill without our consent. The first bill reflected that we owned these devices, which we NEVER bought. This employee committed fraud and reports have been filed. Check your plan and your documents! Luckily the customer service rep I spoke to was able to trace the receipts and saw that we NEVER bought those devices and was able to refund us. However, if we did not check our plan, we would be paying on devices we never even owned.

Original review: If I could give zero stars, I would. The experience my mom had at this particular store was awful. My mom and I walked in to become new customers, with two new lines and two phones. There was only one person on staff. The woman who worked with us was rude and condescending throughout the visit. She also tried to upsell us with extra cords and chargers. We went ahead with the sale, but we did not feel good about it. The next day we decided we would switch to Verizon because of the customer service we experienced the day before, and the better rates. Before doing so, I called this AT&T store again and spoke with the same woman who helped us. She told me we had 14 days to return our devices at a full refund minus the $55 restocking fee. We made the switch to Verizon, and then returned to the AT&T store to return our phones. We were met with attitude and rudeness right away. Then she told us she could not do anything to help us and that we would be responsible for a $1400 ‘accelerated’ bill. I asked her if there was anything at all she could do and she said no, call customer service, dismissing us on the spot. I spent the next two hours outside the AT&T store speaking with customer service. I would never recommend this store to anyone, and I will never be an AT&T...

I would rate this location zero stars if i could. I went to this location to activate the esim in my new iphone after four hours of trying to get help on the customer service phone line. I was having issues on the phone because we couldn’t remember the passwords for our account and all of the emails and phone numbers that they had to verify our accounts were old and not sending to lines that were in use. They weren’t even sure where they were sending the codes. After wasting the majority of my day on the phone, they recommended i go to a At&t physical store. The woman at this location was extremely rude and looked at me like i had three heads when i asked for help. She was extremely apathetic and condescending and told me that there was nothing she could do for me and told me to find a different location. She spoke to me as if I was stupid and disregarded what I was saying. Don’t waste your time here. I was told to go to a corporate location in Willow Grove and accidentally went to the wrong one, the same kind of store as the one in Doyelstown. When I arrived, the man there helped me (even though she said she couldn’t at her location and this store was not corporate as well) and activated my esim. In the future I will be going to the location in Willow Grove as Lamont was much more helpful than the rude...