AT&T Store — Local services in Somerset Township

Lack professionalism and ownership. They won't follow up with what is promised or take ownership or apologize for errors and how they affected you or took up your time. We were promised $150 credit per line from switching from Verizon. This was confirmed at least three times before switching. They kept putting us off telling us it could take up to three months. Finally after 3 months they said they would look into it and supposedly emailed someone higher up who just would never email them back. They would never follow up/reach out to us. I had to be the one to consistently contact them to see if there was an update, even stopped in the store twice. After more than a dozen times (this is after the 3 months) contacting them and the main At&T customer service line someone finally told us that promotion was for businesses only but they would see what they could do about making it right. I contact every week for a few weeks after that but gave up because they never had an update and the higher up never got back to them. I wouldn't have persistent so long as all I was looking for was some ownership and an apology like hey we offered a promotion we weren't supposed to. But alas it took almost 6 months for them to say they promotion they offered us was just for businesses and we were basically tough out of luck. I realized they were never going to own up, apologize or make it right so I quit. But I would not recommend them on behalf of business ethics and customer service. That goes for the main company as well because they were contact numerous times as well and surely one of them could've seen the error and told us them too or offered to make up for the promotion that was offered but not delivered. Sadly I've seen numerous cases of this on At&Ts main...

Very Disappointed

I was trying to drop off an old phone from an online trade in promotion to the Somerset PA store. The manager told me that I must take it to a corporate store. I called At&t customer service they told me that there is nothing showing why Somerset store could not accept my phone drop off. I called Somerset store and was told a second time that they could not accept it. I then called another store in Johnstown PA that was not a corporate store and was informed that they would take my phone and that Somerset should have taken my phone. I then returned my phone to the corporate store in the Johnstown Galleria mall and asked them if Somerset should have taken my phone. Their answer was a resounding YES. After returning home I called At&t customer service again to complain about Somerset store. I was again informed that Somerset should have taken my phone.

Also, when I originally started the process of purchasing a new phone I went to the Somerset store. They told me that they could not honor the promotion I was looking at. During the return catastrophe I learned from the corporate store employee and customer service agents that Somerset should have honored the promotion.

Thank you At&t for giving me some satisfaction with a credit to my account but please educate our local store on your rules!

I cannot believe I have to give them one star to post this review. They deserve...

I called to ask if they could waive the upgrade fee for business accounts like they do when you order online or over the phone. Alex says yes. I go to the store. I tell Alex I'm there to upgrade. I'd called. I'm doing two phones and since it's a business account they waive my upgrade fee and I'd talked to him. He of course said yes. We sit down. Order two phones. I said I don't want anything other than what I have. No warranties. No next up. Basic upgrade. It'll cost me $8 a month per phone with the trade ins. He agrees. Just got my new bill. Alex took it upon himself to slam me with next up ($10 a month), Protection ($17 a month) and couldn't be bothered to waive the upgrade fee ($35 per phone one time). Now I get the joy of calling the att 800 # and speaking to someone in another country to try to take care of what should have been done correctly in the first place.

ETA- I did reply to the email address listed below as requested, but no reply so far. ATT kept telling me I had to wait until the 26th to take off Next up. So Now I'm out $40 on that. They credited 25. And I was also supposedly able to get credit on the Ins and the upgrade fee, but I am told I'll see that on the next...