AT&T Store — Local services in Pueblo

RUDE EMPLOYEES AND MANAGER! I have been an ATT customer for many years, but decided to switch to Xfinity due to terrible customer service. I called on Saturday to let ATT know I was switching and was given a code, and told my phone would be unlocked by yesterday. I went to the Xfinity store twice yesterday and was told my phone was still locked and they advised I go to the ATT store on Highway 50 for help. The greeter immediately upon my saying I was switching to Xfinity, treated me very abusively, refusing to help me. There were 4 employees standing around that he could have referred me to. He told me it would be days before my phone would be unlocked very sarcastically. I asked him why they couldn't look up my account and call someone to unlock my phone, all he did was argue with me. He finally put me on a phone to call ATT and I waited for over 10 minutes, no one ever answered. When I asked to see the manager, I was told he had just left, which I did see someone leaving. He knew I was upset and could have tried to help. The greeter then said that the manager said to "throw" me out of the store if I didn't stop complaining. All I wanted was help, which they refused to provide. One of the employees said for me to "get online" to resolve the issue, I couldn't get online because my phone was LOCKED! The greeter continued his abuse telling me it was Xfinity's fault! Finally I left and went back to Xfinity where they once again were kind and allowed me to use one of their phones and directed me who to call at ATT. I finally got through, and learned my bill for $90 was a day late and the reason for my phone being locked. I paid my bill, which I easily could have done at the ATT store had they only taken the time to look up my account. This morning I called and spoke with the manager JORGE, who was also very rude and demeaning, hanging up on me twice, refusing to give me his SUPERVISOR'S NAME. NO ONE SHOULD EVER BE TREATED THIS WAY. I AM OWED AN APOLOGY FROM THE STORE MANAGER, AND WILL CONTINUE TO CORPORATE HEADQUARTERS UNTIL I RECEIVE ONE. DISGUSTING AND DISGRACEFUL TO TREAT ANYONE THIS WAY, ESPECIALLY A LOYAL CUSTOMER FOR YEARS, AND THE VERY REASON THEY NO LONGER HAVE...

I had an extremely disappointing experience at this AT&T store on September 2nd around 10 AM. From the moment I walked in, the customer service was poor. The first associate, Connie, did not greet me, smile, or stand up when I approached. When I explained I was looking into upgrade options, she simply told me to “go look at the iPhones on the wall.” She only got up when I insisted I had questions.

Throughout the conversation, Connie asked me almost nothing about my needs or my account. I had to do all of the prompting for something I only upgrade every few years. Instead of trying to help, she seemed annoyed that I was there and even made dismissive comments about how I “had a really good deal before” without ever asking about my account history or what I currently pay. Her tone came across as aggressive and unhelpful, almost like she wanted me not to make a purchase. When I tried to address her behavior and asked for better customer service, she became defensive and passed me off to her manager.

Unfortunately, the manager, Laura, was no better. While I can appreciate a manager supporting their staff, she also showed no interest in providing genuine help. When I said I wasn’t being treated well, I was told, “those are your feelings, I can’t change how you feel.” The tone, comments, and facial expressions from both employees were condescending and dismissive. Rather than making me feel like a valued customer, both made me feel like I was a problem they wanted out the door.

I ultimately decided to leave without upgrading and will be taking my business elsewhere. As I was walking out, I even saw another customer being treated in a similarly poor manner. It’s sad to see customer service at this location...

In April, I changed my plan to add a line. As it turned out, my billing was more than was represented. Assuming I was dealing with up front charges, I waited a couple of months. The billing didn't change. I went back in 90 days later, and was given another plan that reduce the current billing by about a third. Within a day, I received emails from ATT that reflected a small reduction for my allowing a direct withdrawal from a bank account, but no indication that my plan had changed with the substantial reduction for the change. I called back and was told by a salesperson that the store really didn't know how ATT handled the plan changes. She told me to call ATT. After 45 minutes with an ATT representative who had some struggle with English, and who tried to sell me the plan I thought I already had but who not could give me the bottom line. I asked for a supervisor. The supervisor confirmed there had been no change in the plan following my visit to the store. And I learned that indeed I had been overcharged since April based on what was initially represented. Over the next half hour, we finally worked back to the plan I thought I was getting the day before. He told me the stores often don't know how register a new plan and wasn't sure why ATT didn't have it on my file, but that he would take my story as a complaint that would be addressed to the store. He indicated there was no process for being compensated for the overcharge. I called the store manager back. She wasn't interested in listening to my story and kept interrupting, prompting me, finally,...