AT&T Store — Local services in Springfield Township

Well, I have been with AT&T FOR OVER A DECADE, and never had any issues , until a promotion brought us into the store, where I feel I was was lied to abut receiving a free First Net watch and line with separate phone number, not true, do not mind paying for new phone upgrade , and expected my bill to be higher than usual. After $316 dollars for this initial bill, and being charged $108.00 dollars for a phone line I am not using, big surprise, if I cancel this , I have to pay an additional 300.00 plus dollars, because I did not return it within 14 days, confused, ??? yes me to, so to clarify, was totally scammed by this company and sales associate ,basically lied to just to make a sale. I will never do business at this store again, specifically Sproul Rd. Springfield, because after all is said and done, a $189.00 dollar promotion for a new phone is costing well over $600.00 dollars .You may not think that is alot of money, but I work very hard for my money and to be scammed like this is just plain fraud, very upset now and negative over $600.00,Be careful of the scam artists (aka) sales associates at this store. Matt is very nice, I am going to try and resolve this matter directly with him. Well I spoke to Ken at store, shortly after this review and we were able to correct some issues, however, the watch that was supposed to be free is not, we were misinformed, we still have to pay a fee for this service because if we return it that will cost another $ 300.00 plus dollars, so we are still stuck with the fee each month, I also discussed with Matt, the store manager about training his team to use more clear communication when selling / promoting these products attached with promotions, I still feel this is unfair that we have to be billed each month for this service but lesson learned, always ask questions, get everything in writing before you agree to accept anything stated to you as free, and now, all the sudden I can not hear any calls on my phone unless I put it on speaker,,,, so I can not even afford to change or buy a new phone on this family plan, the new phone is great that we upgraded to, I just have to wait for a sale to buy a new phone...

I have never been so disrespected by anyone in a service position in all my life. I myself have worked many service positions and know how to speak to customers.

I went in today to find out more about the new Next plan from ATT in relation to upgrades. Now, I know that this plan is a bit confusing and it must be a frustrating task for employees to have to explain it to customers over and over each day. After calmly expressing confusion to the woman at the desk (I think named Vina or something?) she proceeded to raise her voice quite loudly to myself and my family. She cut our questions short when we expressed further confusion with snarky statements like "will you let me finish?" and "if you would just listen", and went on to explain quite loudly that customer service at ATT gives out incomplete information. I was so embarrassed by her continuously yelling at us and that everyone in the store was beginning to stare at us. Also, there was obviously a supervisor in the store, who looked in our direction and recognized what was happening and did not intervene. So, that makes it clear that this sort of disrespect is daily tolerated at this location! Needless to say, I was only in the store for less than 10 minutes before I went down the road to the ATT store on Baltimore pike and was MUCH HAPPIER. They actually took the time to listen to my questions, understand my exact confusion, and took the time to look up our account and actually ANSWER my questions.

Furthermore, after talking to family members about my experience, they expressed that they had a very similar experience at this very location, and became so frustrated that they went down the road to Best Buy to purchase their phones. And their experience happened several years ago!

If this ATT store was the only one in town, I would switch to Verizon just for the fact of not wanting to deal with these rude representatives. ATT should be ashamed of how this store is being run!...

WORST STORE & EXPERIENCE EVER!! Mad I have to give 1 star. When it took 3 so called employees to help me, I should have ran.

I brought an apple watch in to exchange for a smaller size. They told me they had the watch in stock and as they were about to activate the new watch, I asked them to confirm it was the exact watch I wanted, but smaller. Once I learned the band was different, I told them never mind, I’ll call customer service. They said “why, then you have to ship it back and that’s hard. We can do everything for you.” I asked for the watch back and they said it was too late because they already processed the return.

Against my better judgment, I stayed. 45 minutes later, I ordered a new watch and planned to pickup in store since I work and couldn’t guarantee I would be home to sign for it. Upon completion of the “exchange” I asked for a receipt and told it was sent via email. All I got was a new customer summary outlining the changes made to my plan and estimated future costs, which was incredibly high. I get activation fees and prorated charges, but it was really high. No receipt for returned phone or receipt for newly ordered phone so I call customer service.

2 1/2 hours on the phone with customer service later, I learned a few things: NEVER GO TO THIS STORE These EMPLOYEES ARE SCAM ARTISTS Instead of processing my watch as an exchange, they cancelled it and initiated a new line so they can claim the sale and commission The incompetence was validated when I learned the replacement watch was never ordered. All they did was reserve a new line. It may be time to listen to family & friends and switch to Verizon.

Been with AT&T for 20+ years and their customer service keeps on declining. This store is rock...