AT&T Store — Local services in Raleigh

Be careful if you go to this store for any service you need ! You can get humiliated, threatened and insult from employees ! Today I went there to upgrade two devices has been paid off and ready for upgrade , initial process was good , then employee helped me by the name Zack told me they can’t do any upgrade in this store because of no reason ! Because of recently you do a lot of upgrades ! I have huge business account and I pay roughly 2500$ bill every month , of course if I have 28 lines and they are eligible for upgrade I’ll do it for family members and for line holders who are using them ! Who wanted to hang around with old phone if they have eligibility for upgrade ? It was fine , I have been told that att retail representatives don’t get enough bonus for upgrade and they make scene to avoid it ! It is fine , but very humiliation started when other employee involved , he introduced himself as a Zack also , and he said leave our store and don’t make it problem , we not gonna do any upgrade , and I said ok but I wanna talk to manager , that is why I’m waiting , he said I should leave store no matter to wait manager , he acted like I’m doing something wrong then he started to question me who I am and what job I do , I got confused , then he said give me your ID , I asked why ? Because associate I was working initially verified everything. He said he is going to call police and gonna hold my ID , it was very confusion on me , I have had this account for 4 years and first time I have been face this scene ! I started to keep myself calm talk to manager , but he said why I’m shaking ( because I was stressed already ) and he pretended he called to police , I said ok I gonna wait when police will come , he told me again better for you leave our store ! Within this shock I sat on chair and waitied police to come over and manager finishes with other customers ! At the same time I called to customer service , it passed 20 minutes , none of police man showed up , also customer service verified my account , took my complains about this people , and customer service manager on duty apologized and referred me go to different corporate store . Store manager approached me and heard all situation, and he said no worries nobody called police , I said what is the reason you try to threatened me with police , it seemed they wanted me leave store , instead of being honest telling me that upgrade doesn’t give them any bonuses as much as new account lines does, and they don’t wanna be short in their inventory for upgraded devices ! Manager said me better to do it through customer service as long as they don’t work for bonuses ! Ridiculous! Very very humiliating ! For my position in my life , I haven’t seen that worst customer service most off att corporate stores they do ! Please be careful, don’t argue with this people , even you are right ! They gonna put you in trouble ! Zack was asking me why I’m raising my voice ! Even I wasn’t , he thought maybe he will through me into trouble by making me angry ! It happened , I complained them and gonna report them to related Offices for that nonsense threat ! Manager name is Demitrious , he didn’t even apologized and that guy who was threatening me , laughed after me when I left store , By making joke out of situation. All cameras was on I believe , and it is gonna be easy to prove all scene , when it will be time when they need to face with their behavior ! Please , take this store under the control the way they threat people , this comment for people and for...

I recently had to get a new piece of equipment for my TV/Internet and was instructed by a phone rep to return my defunt modem to ANY local AT&T store once my replacement arrived. No clue why it stopped working...they didn’t offer, I didn’t ask. Following their directions, I stopped by this store one evening to return my old equipment. When I walked in, all employees were busy with other customers so the manager asked for my name so that he could put it on the wait list. I gave my name and tried to briefly state my reason for being there (to drop off equipment... not to buy a new phone or new phone plan or any other reason.). Before I could tell him I was returning a modem, he cut me off mid sentence. I wasn’t asking to break in line, but it would have been nice if I could have finished my sentence). Anyway, I sat at a table to wait my turn. Of the four or five employees I observed, there wasn’t one employee in the store who was designated to help customers with quick needs (ex: a lady who came in to purchase a phone case and another couple who stopped to pay a bill). As a result, I patiently waited for my turn for 45 minutes to drop off a box. When the manager came over to assist me, he told me that the phone rep who had instructed me to return my equipment to the store was wrong and he couldn’t/ wouldn’t take it. I could deal with that part, as annoying as it was, I get that mistakes / misinformation happens. What I can’t deal with was the attitude and rude behavior on his part. He did tell me that when I intially came in and stated I was there to return (insert item that was never spoken because he cut me off here), he assumed I meant a holiday gift or something similar. Had he not cut me off mid sentence, he would have known from the get go what I needed to return. The entire encounter was bizarre, particularly when he asked me if I could look up my account number on my email, in spite of the fact that I had already given him my name and address - which he had typed into his iPad. It’s strange he couldn’t complete that simple search, but whatever I found it for him. Once he verified my account, he double checked to confirm that I had indeed wasted my time, and advised me to drive over to the UPS store and ship it. (Thanks for the tip, dude.) It was overall just a poor experience. I’ve been with AT&T for 10 years and this incident was enough to make me want to never have to deal...

My experience with this location was unfortunate. The sales rep added services (Next Up Anytime for $10/month and Protect Advantage for $17/month) which I explicitly said no to multiple times and confirmed with the sales rep that these services were not added.

We have been ATT customers for almost 10 years and usually keep our devices for long periods of time, therefore not needing any upgrade services. We also utilize Apple Care for device protection, therefore not needing ATT’s version of phone protection. I went to this location on February 16, 2025 to add a new line and device to an existing phone plan. I was very clear to the sales rep that I am not interested in any add ons such as the Next Up Anytime for phone upgrades costing $10/month and Protect Advantage costing $17/month. This was something that I reiterated and confirmed prior to payment and the sales rep assured me that he did not add anything on the line.

We received the bill with the new line and surprise, those services were added WITHOUT our consent and costing the line more. This is disappointing and upsetting as they seem to take advantage of customers and hit sales quota and hoping that no one will check their bill line by line. I had to speak with customer service on the phone to explain the situation and get these charges taken out which also took a lot of time to do.

I did speak with the store manager over the phone to inform him of the issue and he was receptive and promised to provide an update to this bad practice. Once that update is received, I will an update to this review. I hope that this location can address this issue and provide better customer service in the future.

I encourage others to be diligent with reviewing their...