AT&T Store — Local services in Snellville

If only zero stars were an option.

AT$T, where we are not happy, until you are not happy.

If you show up at AT$T, I hope you love waiting and disappointment.

AT$T back-end systems are abysmal, and AT$T leadership doesn't trust or empower their employees to fix problems. And while most of the staff understand the basics of cheerful courtesy (I've met many), in-store management team lack the skill.

March 20, 2024 AT$T still sucks, and I'm leaving.

Went in for an upgrade for my daughter's phone. As a joke I bet my wife I would come home empty handed ... and I was RIGHT.

AT&T had a wonderful free iPhone 15 with "eligible" trade-in. And you guessed it, there are no eligible trade-ins. It was just an illusion.

So I ask, "Ok, what else?"

"The iPhone 11 is free with contract extension," says the rep.

"Do you have them in stock?"

"Yes."

"Wonderful, write it up..."

20 minutes later...

"Sorry, that promotion is only available online. I'll need to charge you $4.99...."

After spending 2 hours in the store, I walked out with no phone or accessories. My wife asked me why didn't the manager just hand me the phone.

It is one of life's mysteries.

Thank you AT$T, I am giving up on you.

I disconnected one phone and have started moving other phones to Google. I will soon be done with you!

9/10/22, Multiple attempts online, over the phone and in-store trying to upgrade a dying phone. All failed. Tonight AT$T had a courier delivered the phone, I had the phone IN HAND, but AT$T back-end systems canceled the order at delivery. The mysterious "FAN" was declined and the phone was taken out of my hand. "I have to take the phone back or I'll get fired." I actually felt sorry for the courier. The circus of errors continued, but it just gets more pathetic.

3/2021, For months we attempted to upgrade my wife's failing iPhone. While my wife was qualified for an upgrade, and numerous attempts and call, we couldn't get AT$T to execute the upgrade. We were patient but when her phone crashed, I had to buy one directly from the Apple. From months to 30 minutes. Apple knows...

Kia Jones is the representative that made it happen!! 10 STARS!!! I have been trying to switch my daughters phone from Consumer Cellular to AT&T for a year! Imagine a 13 year old unable to do things on her phone , away from home. This included texts from me to her or her to me about pick up times from activities or if she went off on her own in Target or if there was an emergency! We tried to switch with no luck (due to some sort of contract). Any type of phone call to customer service would end with me in tears from confusion and frustration. Now we are trying again. First time we went in the store, we got turned away. The guy said the phone was locked (I thought it was unlocked) and walked us out. I was not hopeful after this. (I googled that one needs to go to a corporate store for this problem. Snellville is a corporate store.) I really wanted to take my daughter back to the store and not leave without some sort of good news/maybe even, possibly a solution. KIA JONES made that happen! She assured us that she would help us and made the call to an att representative who in turn called the Consumer Cellular people. I had to provide a few bits of information (even called my father-in-law bc it is his CC plan) while the three of us sat at a table in the store. Kia would give us the thumbs up every once in a while, but I still didn’t want to get my hopes up. The phone was in a port (?) and had to get pushed through (?) and Kia was MAKING THAT HAPPEN. No- she MADE IT HAPPEN!!! It was something we have been wrestling with for quite a while. Dropping everything and just getting a new phone for my daughter was not an option, from her. She would die without her pics. So I was sure she would just go on with a phone that couldn’t do… most things. But HALLELUJAH- PRAISE THE POWERS THAT BE🙌🙌!! Kia did it for us! And with a smile and she was so sweet and confident. She laughed at my jokes and … she was just awesome!!! Thank you thank you thank you Kia...

I have been trying to purchase a phone and open a new line since Dec 1st. Today is the 17th. I originally spoke with someone over the phone about getting set up. Everything was in place and I was told I would receive a phone within 10-14 days. It never came. Spoke with someone else on the phone who said that there was an issue with the account that needed to get worked out before the phone could be delivered. Went to this location and spent an hour and a half with a rep who had to undo everything that the first rep had done, as it was all supposedly incorrect. Was told my phone would be delivered the next day. That time and date didn't work for me so I attempted to reschedule. The order number did not go through to allow me to reschedule online. Had to wait 45 minutes on hold for the delivery to be rescheduled. On the day of delivery I received an email that things were running on time. Then at the end of the delivery time slot I got notification that they were late (obviously). 30 minutes after the delivery time slot I was notified that they would not be able to make it. Again, I had to call the company to reschedule and sit on hold for 45 minutes. The soonest they could get me in was 3 later. You don't show up for a delivery and the soonest you can reschedule is in 3 days??? I returned to the store to get things worked out and they explained that there was nothing else they could do for me except offer me the phone today in a different color. If I'm paying $700 for a phone it should be in the color I want. Unacceptable that there was nothing further that they could do. I've been fighting to JOIN AT&T for 3 weeks now. It should not be this hard to open a line and purchase a phone. The phone has been delayed for this long due to issues on AT&T's end. They should work harder to correct this situation. If it is this hard to open a line how much harder is it going to be when I have issues with the phone...