AT&T Store — Local services in Pocatello

Horrible service. Came in for new plans and received a great sales pitch from the manager. He even had his district manager on the phone and we were told all the details. A few minutes later he says he messed up and created the wrong kind of plan but not to worry they’ll get it fixed and all the credits will apply. Told it would get fixed by Tuesday and so we call Tuesday at lunch and were told it’d be done in a couple hours. At the end of the day we’re told it’s not done and manager is off until Thursday but come back then and it’ll be fixed 100%. Show up Thursday and the manager called out sick and the rep tells us there’s no one else who can help. We ask for a number to a manager and they refuse and tell us to leave the store or they will call the police. We aren’t even yelling and ask the guy if he’s serious to which he responds yes and he disappears to the back room and so we decide to wait it out. A few minutes later minutes later he calls us into the office with the district manager on the phone. The one he told us he couldn’t contact when we asked. District manager was professional but could only tell us they are still working on it but no clue how long it could take. Like not even a “in my experience it’ll take a week, or xx # of days”- just uncertainty and more empty promises.

update 2/22 manager called and said they weren’t sure if they’d be able to honor the credits or not but we’re still looking into it. Said it could take up to a month and a half to resolve! I emailed the “priority” address in AT&Ts response below 6 days ago and haven’t heard anything from them. **

11/18/25 update. No one ever reached out. But on the positive side the charges disappeared and so I think we are in the clear but still such a disappointing experience at...

Went to this store yesterday to upgrade to the newest iPhone. The lady that helped me checked out my phone to make sure it was good for trade in, she even lifted up the screen protector to check for cracks. She looked at the back and saw a small crack on the corner of the phone and stared at it for a couple seconds and then said it was fine for trade in. We got everything switched but my new phone needed to update so she told me that I could hold onto both phones to make sure that all of my data transferred over. Today I went back and dropped off the old phone and wiped all the data off of it. They said I was good to go. They then called me 2 hours later saying that they could not take the phone for trade in because of the small crack on the back of the phone. She said that I could pick up the phone any time because they would be charging for the phone on my next bill. When I went in to go pick up the phone Braydon made a phone call and said that we could not get the phone because they had already taken it in on trade in. He then said that he couldn’t do anything about it because we would need to talk to a manager but both the actual manager and the assistant manager were not in so we would have to wait until Monday. He didn’t seem to care to help us and made it seem like he didn’t care about our business. Overall really awful customer service. If you are looking to be screwed over I would highly recommend going to this store. I think now it’s time to switch cell phone providers to one that actually care about their customers and tells you their policies before you...

ISU STUDENTS BEWARE: My daughter went it to trade in her phone and the lady said since it had scratches on the back it wasn't eligible. She paid off the remainder balance on the phone and purchased another one. The sales person told her the taxes would be more than her phone was worth but they would take her phone as trade and cancel the taxes. Turns out the taxes were 45 dollars so that phone being worth 200 to 300 on the open market that's not a good deal. She tried to reverse the deal but the lady said it was already In the system and there was nothing she could do without a manager so she would have to wait till Monday. Well today is Monday and the manager said oh we are sorry but your phone has already been shipped off and there's nothing I can do to help you. I called the ATT customer no service line and they said they have control over how shady deals are done in the retail stores and there's nothing they could do. So if your child goes to this store you can be guaranteed that they will be deceived and screwed over whenever possible. As stated by the customer no service their people are probably getting a kick back of some kind to get phones as cheap as possible even at the expense of the students the local companies of Pocatello swear to care about but since this deal was done in person and not over the phone they don't have to help. I know this is long and drawn out but its amazing how much you can write when your children are taken advantage of and you're thousands...