AT&T Store — Local services in Springfield

Initially, I liked my experience at this store. The staff was great and took the time to help me decide on a phone, especially given all of my questions and indecisiveness about which phone to choose. Finally we sat down to talk numbers and options. I was able to upgrade my plan from 3gb to 5gb for only a few dollars more because of a deal that was going on when you upgraded your device; I would only be paying a little more for my AT&T Next plan with the new upgrade; everything was looking good. In addition to the discount I already have on my account & another that was added, I wouldn't be paying much more than I was currently. Low and Behold, I get my bill and it's higher than expected. Well, to be fair I expected the first month to be a little higher. Upon closer inspection I saw that it was going to be higher than previous, in all future months. I call AT&T to discuss and they explain what I was seeing. It may not sound like much, but my account will now be between $30-40 more per month than what I was paying previously. That's not what I was told when I met with Oscar at the store and we discussed my plan. To be told something different is what upsets me and why I'm giving a low rating. I've worked in retail, I've worked in sales, I've worked in customer service and, I still do. I may not always have a great attitude with guests/customers because we all have a bad day, but I will never mislead them especially when it comes to money. I don't think that Oscar mislead me on purpose, please know that. However, when dealing with other peoples money it is imperative that you get it right. AT&T, I recommend that further training is conducted for the team to ensure this doesn't happen to someone else, and potentially on an even bigger scale than my...

This store customer service can use RE-TRAINING for some of their staff, please and thanks.

My aging parents made an effort to go to the store (their 2nd AT&T store for today).

I already bought my parents brand new iPhones (that they had with them) from AT&T and all they needed to do was to switch their same phone numbers from Verizon to AT&T.

The AT&T in-store rep dismissed them - saying - because you didn’t buy the phones from us in the store we cannot help you. This occurred on Wednesday, 22 November 2023 at approximately between 2 - 4 PM EST. My parents were so frustrated, they left the store... to drive to yet another AT&T store (their 3rd one today).

The in-store reps were remiss in their dismissive demeanor & horrible lack of customer service skills. They said - you didn’t buy the phone from us so we can’t do anything for you - in addition to saying that the Wi-Fi was down.

I personally bought these brand new iPhones for them from AT&T (Sam’s Club AT&T sales - iPhones sent via mail).

I may live two time zones away, but I took my phone to an AT&T store over here in Mountain Standard Time zone - to the closest store at my location - & they were able to fix it (activate my new iPhone and switch over from Verizon to AT&T, using same phone number) for me even though I did not buy these phones directly from that particular store.

The company is NOT consistent in Springfield. What is (sadly) consistent is that both this AT&T store and the one in the mall across the street have a lack of...

This store is trash. They constantly give incorrect information so that they dont have to do their jobs. They said I couldn't upgrade my phone after ATT customer support said I could and could do so in store to avoid shipping delays. I went to another store in which they advised I could but did not have the device in stock. This store had the device in stock but again, they're trash. I ordered the phone through support and luckily it is being delivered next day. This was my third attempt to use this store to get my account situated after they said i couldnt add additional lines to my account after support advised that I could. This store also couldn't even get that done and this is supposed to be a "corporate" location. Three separate visits and I couldnt get ONE thing done on any of my visits. Why? Because this store is trash. Everytime theyve told me i cant do something or dont qualify for anything on my account, ive literally got it done and/or handled elsewhere THE SAME DAY! Condescending smucks dont care about you going out your way to get there to handle your business. Youre better off going to Duke street, Falls church or just any other location(even a third party store). I'd avoid this place like the plague until they can train their reps well enough to do their jobs correctly because no one, all the way up to their manager(s), is/are good for anything.

P.S. the store was empty when I arrived in my most recent visit, they're just...