AT&T Store — Local services in Richmond Hill

I have been a business customer with AT&T for over 20 years. I have 5 lines and devices with my business. I arrived at this local store with the task of transferring another pre-existing line from another family member to my account and assume all responsibility for that line. The store had a supervisor and one other employee and finishing with one other customer.

After being greeted, and reminded to observe the requirements for social distancing I learned that the process involved giving identification, getting permission for the transfer from the family member, running a “soft” credit check on me, and then waiting for AT&T to grant approval. The representative at the store gave a different process then what actually finally occurred. The store representative told me that the transaction was much more complicated than it needed to be.

I was told by the store rep that the family member must come into a store physically, and that they could not help with the process of the line transfer in any other way.

I called customer service, then waited on hold way too long. The phone rep informed me that everything can be done on phone and on line; that a three way call could be done with the family member; that verbal permission can be done for the transfer ; that I had to wait and nothing else could be done that day(Saturday).

I received an email 3 hrs later and called back to finally finish the transactions.

My reason for a low evaluation at the local store is because there was no attempt to help me with the process. No suggestion other than you need to contact “customer services.” No “let me see how we can get this done...”. No evaluation of my plans for consolidation and value for what I needed going forward. Just a lax attitude to leave me to my own devices which were rewarded by the phone representative to finish the transfer hours later. As a business owner for many years, I know that service invokes more than a “hello” and “how can I help you.” It involves the knowledge and clear explanation of the process and REAL help (not just lip service) with that process in order to make it as smooth as possible for the consumer.

In the end I got the line transferred my plans updated and consolidated with the help of a very pleasant phone rep later that day. My expectation is to receive the same commitment to that service...

Worst costumer service I’ve ever experienced ! So I walk into this location, wasn’t greeted like I would expect as a paying costumer. So Yashi finally asks me what I need, I tell her I want an upgrade for my phone. She punches wildly into her keyboard for about 5 minutes not telling me what she is doing or speaking a word. Finally after 5 minutes she asks for my phone number, makes a comment about my account in a rude tone. I go ahead to fix it and another costumer walks in. They start speaking in Spanish... the guy asks her if she was assisting me, she makes a sideways comment about me (I speak fluently my dear !). I’m done doing my stuff return to the counter and hoped she would finally provide some type of costumer service. I told her I’m undecided on apple or Samsung... instead of walking over to the phones with me, she tells me where what is and sends me there by myself. I keep telling her I have no idea what the Samsung is about and all she said was, there is the pen for it -pointing to the pen next to the phone-. I walked out after 5 minutes of looking. If you don’t want to sell me a phone (I’m between the iPhone XS Max and the Note9) then just say it. Overall she made the impression that she didn’t want to work, and was highly annoyed from the minute I walked in. My current iPhone is acting up and I really wanted a new one today. However with this type of non existing costumer service I’ll wait another week and get 400$ worth of gift cards from Sam’s club on 11/10 vs putting a dime into this location....my husband wanted to wait with his upgrade and play around with my new phone to see how he likes it. Sams is running a promo 200$ Visa gift card per upgrade with AT&T on 11/10. They usually always have gift card promotions for upgrades. I just didn’t feel like driving there and really wanted a new phone today instead of waiting. We now will upgrade both phones and...

I had the worst customer service experience at this store. My wife and I were looking to switch providers and to upgrade our old phones. I asked our salesperson near the end of the deal what our "Total Monthly Bill Payment would be?" I told him what we were paying and didn't want to be a lot over that amount. This is after we selected phones, told him we did not want insurance, etc. His answer was "mid 80's depending on the tax". This answer was not even close to my bill. Our salesperson did not add the cost of the phones to his answer to my question. Also, AT&T Customer Service had to remove the Insurance and add-ons that were on my bill that I told him I didn't want. I specifically told him no insurance and no extras. Customer Service told me I can exchange the expensive phone with another one within 14 days which I tried to do. I made an appointment with the manager of this store, Bradley J. for 3:00pm to do the exchange with him in his store. We talked about what phone it was and the price of that phone. I have the text messages for proof. Bradley decided to leave work at 2pm and not come back per his associate. I tried calling him and texting him back that I was there at 3 and to see if he was coming back. He did not answer me. One of his associates says with another customer present, " he does this all the time to customers". I could not believe it. There were other issues and not all caused by AT&T such as my old provider giving us PIN numbers that wouldn't work for 5 day but the lack of customer service was a big deal for me. A salesperson should provide a customer with a straight answer to a question and give all of the information they need up front so they can make a decision. We are stuck with our contract and had a terrible experience at...