AT&T Store — Local services in Springfield Township

I'm only giving a one-rating because a zero rating was not an option. I had the absolute worst experience of my entire life in a retail setting from this store. I had an issue with my phone that neither the associate or store manager could resolve, so their solution was to sell me a new phone. After a brief discussion I agreed as this is a business account and having a phone that actually works is imperative. After an hour of paperwork and data transfer I left with a working phone. I went home, put it on charge, ate dinner and went to bed. Friday morning when I woke up I was having the same issue with the new phone, the notification alert tone for incoming text messages stopped working, and I need this to work as most of our customers text us and we like to respond in a very timely manner. I went back to the store when they opened that morning to be greeted by the same two who helped me the night before, I explained the issue and the first words out of their mouth was "what did you do to the phone?" I said, nothing, I put it on charge and went to bed, woke up and it wasn't working. The mgr. was clearly agitated with me and said this, yes, he said this, "well, this phone is junk and I don't why we even sell it." Yet, he was happy to sell it to me the night before. He then tried to up sell me again and I wasn't having it, I said, "this is a brand new phone and I would expect it should work." The two tried to remedy the situation, and again, could not, so we decided to try another new phone, and even exchange. The transfer was taking way longer than expected so I asked them about how long this might take as I have a full day of work ahead of me. The mgr. became belligerent and stated that maybe I should come back when I have more time. I said, I'm here now and I'm your only customer, perhaps you could work on a solution? The mgr. then stood up, raised his voice and proceeded to lecture me on how to run a business, (which I really didn't care about), as I own and run a business, I just wanted my phone fixed. The conversation escalated and the mgr. told me to come back later and I said, I'm here now and don't have time later. He then through me out of the store and told me to never return. Furthermore, at the exit door he said, "and don't go to another ATT store either , if you have a problem deal with online support." He then said, "and never come back to my store." Naturally, I went to the next closest ATT store with my broken phone and my problem was resolved within 20 minutes. This mgr. should not be dealing with the general public as he is omnipotent, belligerent, arrogant and disrespectful. The only reason I am not leaving ATT is because of the great customer service I received at another store. Beware...

My son and I just visited this store and was what felt like being "bull rushed" by the representative Jessica(at least that is the name she wrote on a card when I asked for it). She never greeted us or said hello. Her tone when she did say, "What do you need?" was very unapproachable and gruff. I told her that we purchased 3 Samsung Galaxy S6 Active almost a year ago.She asked what was the problem before I could even finish the sentence.( While there making the purchase last year I witnessed this same representative passing off other customers who came in with issues with their phone or bill or other general questions to her coworkers as well as the eye rolling as those customers were speaking. Unless the customer was there to make a purchase she literally treated them with a kind of disdain). This was my impression of today's visit as well. Almost a year later, we walk in again. to get answers regarding the insurance I've been paying on all 3 phones as well as questions regarding what can be done about my son's cracked screen on his phone and she rolled her eyes at me multiple times and responded with "you have to file a claim online." She didn't tell me what site to use or if I log into "My ATT" , or offer to walk me through it. She pretty much gave the impression that it wasn't her problem and she wasn't willing to help with fixing it. She didn't even offer to look up my account to see which warranty plan I had and offer suggestions. I have referred at least 8 people who bought products at this location in the last year, I will NEVER refer nor step foot into this location again. As a loyal ATT customer for over 25 years I expect better customer service. I did go online and engage in a Chat with one of the reps and he "escalated" this issue to her District Supervisor since I think she is the manager(who needs to be replaced for her awful customer service) of this location. I am supposed to be receiving an email or text regarding this....we'll see. I posted a 1 star only because I had to choose one to post this written review, but in all actuality she deserves to...

Initially, service was great. Got phone expediently. However, phone was glitching and needed to exchange. The following Saturday, they did not have replacement phone and sent us to Massillon. We got to Massillon and they could not replace the phone because the store on Arlington is an AT&T authorized retailer. Called the store back, they apologized for faulty advice, promised to hold the phone for us when it came in. Never got a call. On day 14 we called them and they said they had the correct phone in stock. Went to the store- they didn't. Said if we traded past today, would be considered a warranty issue and we would have to pay $100 when phone came in. They suggested we return the phone and go get the phone at another location. We went to another store after returning the phone- only to have the next store say the phone had not been returned properly in the computer. The store tried calling the Arlington Road store several times, as did we. AT&T was not able to help because the Arlington store is a licensed retailer BUT NOT AN AT&T store!!! The Arlington Store would not answer the phone. I returned to the Arlington Store and there were 2 staff there. By this time, I had tried to call 17 times and did not even get a Voicemail, just hang-ups. The female (who was not helping me directly but apparently felt she needed to add her 2 cents) reported that it " always takes 48 hours to show as returned, so I'm not sure what we're supposed to do about that." This was completely contrary to what the manager had told us, and was said in a snarky, unhelpful manner. She had been rude to my husband earlier in the day, but he had tried to give her the benefit of the doubt because of her condition. The gentleman there acted like I was a pain, but at least wasn't directly rude. I would recommend saving yourself a LOT of pain and making sure that you're going to am ACTUAL AT&T store or just go to Best Buy. Give these "authorized retailers" wide berth....