AT&T Store — Local services in Saint Johnsbury

On July 11, 2022 my husband and I went into the St Johnsbury AT&T to transfer our service from Verizon to AT&T. The manager was on duty and seemed helpful with this process. We traded in our Samsung phones with the current promotion of a free Samsung phone through AT&T. He was the only one working in the store at the time and said we were all set up with 3 phones, and he would email all of our receipts and transactions. We were told our monthly bill will be $127.50 with First Net being set up, a Veteran Discount, and our Trade in phones. Our first 2 bills were close to $400 and our last one was over $160. We have placed endless calls to the store (they do not answer the phone) and to AT&T. While calling AT&T the company employees have been very kind and tried to fix multiple mistakes made by the store, we still do not know where the trade in phones are, and we have never received a receipt from our initial transaction. The store manager put the email into his system incorrectly which means nothing has connected properly to First Net and we have not received communications. We have multiple times driven the hour back to the St Johnsbury store to have nothing resolved. The door is locked while the manager takes extended meal breaks. We have been told that they did not put tracking on our trade in phones and they don't know where they are. No one has resolved this issue or located our phones. At this point the company should resolve this with the store. I don't see how we can ever recommend AT&T service when they allow a store that's so mismanaged to...

We went to activate our spare phone for my husband's line while his phone was being sent for repair by Asurion. For some reason, the Smart Switch went through for everything but didn't transfer the line/service. So we decided to go to the local store to trouble shoot.

We understand employees most likely work on commission but this shouldn't involve dishonesty. Its poor business practice. After an hour we ended up leaving after we were told our back up phone, a Galaxy S20, does not have eSim capability. We were told we had to upgrade and there was no other option and it would even be cheaper for us to just upgrade the broken S23 Ultra rather than send it for repair (a 25$ cost for us). We almost considered upgrading at one point because my husband's job relies on cell usage. While they were in the middle of conversation about the costs of this, the employee suddenly said he would "go have a smoke" while my husband considered it. They were mid conversation about costs when he said this. We almost believed that the S20 didn't have esim capability until a simple Google search showed we were being lied to. So we left. We waited for the next morning, went to the Littleton store and in less than 5 minutes the S20 had service (by inserting a physical Sim card). My husband had actually asked about this specifically at St. J and was told it wouldn't work. I will add that his girlfriend was very sweet and actually listened to us more than he did, even offering more suggestions (that he ignored). We recommend the 20 minute ride and taking your business to the...

Not a real ATT store - a 3rd party. A reckless disregard for the customer. Tristan sold and installed a $45.00 screen protector that does not fit my phone, it was obvious to them - not to me until I took a call. Activated my new phone on the wrong ID#, triggering a “breach of contract” for failure to activate within 30 days. Store manager Natalie, was rude and would do nothing about it unless I drove 90 minutes to the store again. ATT Billing, tech support, sales, customer service - they are all separate entities that do not communicate or share data with each other. It took 27 (yes, twenty seven) hours on the phone and in ATT “partner” stores to unscramble the mess this clown in this St. Johnsbury store caused because he admittedly “was new and did not really know what he was doing”. Absolutely the worst customer experience in my 30+ years of cell phone usage.

If you must use ATT, do yourself a favor, go to a AT&T owned store. Oh, and they will lie about that too. This St J store will do ANYTHING they can to put points up on the board.

Update: Lip service from “the owner” - we want to make it right. Then...