AT&T Store — Local services in Southington

I contemplated writing this review many times as I know that putting things on the internet can be detrimental to not only the business, but the people employed. However, I am tired of going into this AT&T store and leaving frustrated. I make the majority of my purchases at the AT&T in Southington and while they’re always nice when I’m adding an iPhone or iPad to my plan—that’s about the only time. For just a spark note version of what happened, I bought my iPhone 11 Pro Max in June (from this store) with multiple accessories including a screen protector. They talked me into buying the AT&T brand because I formerly had the ZAG brand which would mean if I needed a new screen protector I’d have to travel to the mall, which is about 25 minutes from me. The AT&T brand was supposed to just cost $8 to replace anytime I needed it and they would do it right in store. The first time my screen protector had a crack was a couple months later, I lived with it for several months because I didnt go out much with the pandemic. When I went in to have it switched out (finally) about a month ago, the AT&T store was completely out of that brand screen protector. Since I was already in there, signing up for additional services, they gladly replaced my screen protector with another brand since they didn’t have the one I needed. Great. About two weeks later, this screen protector cracks and its cutting my finger when I use the phone so I needed to have it switched out. I went into AT&T yesterday around 1 pm. There were too many customers in the store so I left my phone, license & card for payment and said I’d be back. (Don’t want to violate covid protocol). I returned 20 minutes later to the associate searching through my purchase history to find the screen protector. I explain to him I bought it with the phone, and what happened with replacing it about a month ago. He went and checked and said they didn’t have any AT&T brand screen protectors and I’d have to go to another store since they had no matching SKUs to swap mine out. It was snowing yesterday. They wanted me to go 25 minutes out of my way to get a screen protector when they could have easily done it for me. I literally dropped in quick, spent over 45 minutes when everything was said and done to just leave with nothing. I asked why the time before it wasn’t a problem but now it was. The associate tells me that they did it “as a courtesy” the time before. A courtesy? I paid for it! What about that makes it a courtesy? How is it my problem that they don’t keep the item they talked me into purchasing stocked? By the way, I purchased this iPhone not even a year ago, before the iPhone 12 came out so it’s really not unreasonable to expect them to have accessories for it in stock. Especially since they sold me on the “just pay the $8 replacement fee and swap it out as often as you need”. Now they’ve done it once “as a courtesy”?! The associate then pretty much “confirmed” with another (rude) associate that he could not help me. I must have asked 25 times how this was acceptable. The associate told me maybe I should call customer cares and have them ship me one. Awesome, I’ll just do that with all the free time I have since I have 4 kids under 6 that totally seems like a phone call i have time to make. I am honestly so disappointed. With the exception of maybe one or two employees that work at the Southington AT&T they always make me feel like such an inconvenience. I have been with AT&T since like 2006, my bill is almost $400/month, I pay it on time, and this is how I’m treated? This may seem silly but it’s the principle. I always give the associates great surveys when they’re sent to me and in general I’m a pretty go with the flow person but it’s clear now that I’m not valued as a customer at AT&T and they’ve made me feel like that multiple times now. I’ll be getting my accessories from the Verizon in Southington where they treat me awesome even though they know I’m in contract with AT&T and once I get some free time, we’ll be switching to their...

My wife has been having trouble upgrading an AT&T Samsung Note 4 to the most recent version. She brought the phone to this store and was told that "The Note 4 will never upgrade past 4.4", and that she should "Get a new AT&T plan with DirectTV, and buy a new Galaxy 8" if she'd like the newest update. (This is patently false) She asked if the person behind the desk could just plug in an active SIM card to check it (which would have updated the phone in just a few minutes), and the smug know-nothing arrogantly said, "Well I WOULD do that, but it wouldn't do anything". AT&T's own website states that the phone will upgrade to 6.0.1 so long as there's an active AT&T SIM card in the phone.

People at this store need fewer dumb tattoos, and more knowledge of the products they sell. Also more tact, considering this situation absolutely didn't call for an "upsell" of an $700+ phone with a $100+ monthly plan. That's ridiculous.

They could have just plugged in the SIM to help out my wife. Instead, it was purely a headache. If you need good service, head over to T-Mobile. Their Android phones will allow FOTA updates for free through free Samsung software, or even at the Samsung Experience at Best Buy. AT&T locks you in, forces you to spend money on their SIM cards, and their employees will smugly tell you incorrect information while up-selling unnecessary...

Came here to get a watch which was a sucess. Returned the watch the following day due to it not being a good fit for my needs. Took it back no issue. However when it came to the restocking fee they were quick to take that but not cancel the newly opened line for the LTE watch. So the watch came off my account but the new line did not. So i still would have been charged for a line that I wasn't even using any longer, for less than 24 hours. Luckily i know how these things go so I caught the error the same night referencing the my att app. Reached out to a rep through the app and they were quick and professional and confirmed that the line was still active and open to a new device. I said it was supposed to be canceled in store upon returning the watch. She said it wasn't. I said that's what I was showing on my end also. Please cancel that line. Did it without issue within minutes. Why this wasn't able to be done in store is beyond me. And to not mention the line still being active also! Watch your returns and restocks here people. You'll still walk away with open lines and a bill accumulating without your knowledge. Otherwise a good experience. But job was not completed. The phrase goes "you want something done, do it yourself"...