AT&T Store — Local services in Stonecrest

These people had to be reviewing the wrong store or it was different people working there at the time. I'm disappointed by att reps from TEXAS TO GEORGIA, every time I have to inconvenience myself to come to the store. AT THE LITHONIA LOCATION today I walked inside it was busy around 630pm. No one greeted me after I stood waiting in the front of the store about 20 min. I don't know why I figured I could be in/out when that never happens. This was the second time I have left an att store with my phone not activated at the time of departure! I simply went to have my SIM switched to another phone, so I needed a new compatible SIM. After waiting 20 min in the front of the store, I'm wondering, out of about four other people waiting..why was there only one name on the screen? Everybody knows you are supposed to be checked in at arrival....so I walked to the back of the store and a nice guy with a long beard greeted me. I told him I was checking in and he took my name. Not long after another tall guy, I figured he was a lead or manager the way he was RUDLEY talking to the guy about how there is an order and the people in the front had been waiting longer. So did you see those people and not check them in or you were waiting on us to come back here to find a rep to check in? In my experiences, there is always an att rep at the door greeting and checking people in but this was not the case. I thought the guy who said something to the one with the beard was very mean to him and he did not have to speak that way. The bearded guy did not know who came when, and I was the one who walked up to him for assistance so he didn't know what order there was, he was helping a family of like FIVE people! So my turn finally came around about 45 min later and my special needs son was just all the way done with waiting at this point so I was trying to control him and handle the phone issue. The rude guy ended up assisting me and I thought the service started out good and he was going to redeem himself in my eyes because I really did not like the way he talked to the other employee AND in front of customers, it was unprofessional! Anyway he asked me if that was all I needed and started the process for the swipe of SIMS. The phone I brought in was locked but the provider emailed me a lock code but there was another lock on the phone. Someone had given me this phone to replace my old phone. He said nothing could be done unless I knew the lock code. This was fine but at this point he already deactivated my SIM in the working phone I came in with and he said he would try to reset it but that did not work either. I couldn't even call my people from my phone for the lock code because he already put a SIM in the new phone. After I could not gain access he said he was going to charge me for another SIM card. Excuse me was that my fault? He should have not started any process unless he was sure about the phone. I said I was not paying for another SIM and he was very wrong for this..once again 30 plus years customers and I was out of state. On my way out he tells me if I get the lock code I can come back for them to activate my phone. I'm thinking....I would never come back to this store because of how I was handled...then I get home to unlock the phone because I finally received the code and HE NEVER PUT MY STYLUS BACK IN MY PHONE!!!! Thank you for being the ABSOLUTE WORST AT&T AND YOUR REPS!!! (The bearded guy is excluded from this complaint he did nothing wrong) but someone needs to mail me my stylus pen because I would not go back to that location AGAIN!!! I WANT MY...

First let me begin by saying I NEVER go online to write reviews, simply because time usually does not allow. But in this case I felt I needed to give credit where credit is due. Recently on a trip out-of-town to care for a family member I completely shattered my iPhone juggling too many things at the same time. (Always on the move) I needed to replace my phone ASAP as it was literally falling apart. I made a same day appointment on 19 February (that was a bonus already considering this COVID pandemic) and was able to get immediate service upon arrival. (Never get that anymore!) The salesman that assisted me was a Mr. Terrell Holmes(s)-(inside joke, wink, wink!) And his supervisor Femi (sorry no last name provided). They provided outstanding customer service, were funny, patient with me, and made a difficult situation bearable. Now I can’t say the same for the over the phone assistance that we had to engage to get the job done. Even the AT&T in-store reps had a difficult time dealing with their own internal systems. But I digress. My purpose for writing this review is to say that although my experiences with AT&T overall have been mediocre at best (service is dwindling tremendously) in-store, and what I consider to be on the front line, are some wonderful representatives and I believe in giving credit where credit is due. It’s just too bad that overall AT&T has allowed itself to be focused only on business and less customer conscious as without its customers there is no business. So in closing I say to you AT&T, hire more customer service conscious individuals such as Mr. Terrell Holmes(s) and Mr. Femi. They made a terrible situation bearable and went above and beyond to calm my nerves and keep me a happy customer. Again....FOCUS ON YOUR CUSTOMERS!! Happy customers generate increased sales and a higher volume of word of mouth....

DONT GO HERE IT WILL COST YOU WAY MORE THAN IT SEEMS OUT THE DOOR!!!! At one point this was my favorite AT&T store in the area, because even though they are in a busy area they were always proficient and knowledgeable. This last time I came to this location was not the case. Im not sure if its a new staffing process or what but the quality of assistance I recieved was far below the expectations previously upheld. The purpose of my visit was to add a line to my account and inquire about a POSSIBLE upgrade but the add a line was most important. I was helped by a representative named Sasha. She seemed nice, she checked for the phones we were looking at, and also informed me that even with the cracks on the back of my device it was upgradable, and then once the selection was made disappeared for a while. She never verified whether or not I would be adding the line to my family plan *which would make sense" nor did she ask about any features. Once I received the bill it was way more than expected due to the phone being put on the wrong plan with extra features. It took hours on the phone with customer service to attempt to correct it. When I finally thought everything was squared away I get a DEVICE DEFECT BILL and now they are telling me there is nothing they can do. This is absolutely insane. All because your representatives dont care about their job so they say anything for a sale. DONT GO HERE IT WILL COST YOU WAY MORE THAN IT SEEMS OUT...