AT&T Store — Local services in Town of Brookhaven

I live in Queens, so this isn't my regular location. I stopped in after Googling the closest AT&T from Sam's Club since I was already in the area. I came in needing an e-sim for my Pixel 6 Pro. When I walked in the rep had his hands full and was finalizing a sale with an elderly couple, assisting an older gentleman with a data transfer (after what I assume was another purchase), and was also trying to assist another older gentleman that seemed to be having an issue with his device/account. The rep is going back and forth between both gentlemen, while the older gentleman that was doing a data transfer was asking the rep to pay attention to him a bit more so he could get out of there. The other older gentleman with the device/account issue pointed out to the rep that I was waiting. The rep had seen me walk in and it was made known by the bell when you enter that I had come in. The rep tells the customer that he knows that I'm there and I wait patiently while another customer comes in, making a total of 4 customers to 1 rep in the store. At that point, I kindly say I'll come back later and walk out, since my situation wasn't urgent.

Now, I understand that this rep was busy and I was not going to demand his time while he was juggling 2 customers all for an e-sim that could take a few minutes. I had the time and I had the patience. This review serves more as a training opportunity for this young rep to improve as the entire situation could have been handled differently.

The customer sent off the elderly couple, while the customer with the data transfer was waiting for everything to switch over, he could have pulled up the customer's account with the device/account issue instead of twiddling his thumbs waiting for the transfer to complete and gave him some troubleshooting options, redirected him to customer care, and/or resolved the issue in store. When I came in, it would have been appropriate to greet me, let me know that there is a wait, and asked why I was in today rather than failing to acknowledge me and ignoring me until another customer pointed out I was in the store. If he would have checked with me, he would have realized that I was a quick sim swap and he could have had me out of the store in minutes before the 4th customer even showed up. It would have also been acceptable to tell me that there was a wait and that I could come back at a later time if I didn't want to wait and/or set up a time that was better for me to come. So many different variables in that scenario, but the proper action was not taken.

I'm sure that this young rep had his hands full and a situation like that is very stressful, especially when you're on the floor alone. However, learning those basic skills of greeting and assessing the floor is very important when it comes to dealing with customers. I definitely recommend that the rep revisit his trainings because although I've left this review, I am not upset, but some people may not be as kind.

• Side note: I was able to get my e-sim at a different location and I was in and out in 5-10 minutes. I waited in this store for 15-20 minutes and had to...

They will tell you anything to earn commission on the phone they just sold you. When adding my 87 year old mother to my plan, I asked THREE times how much will be bill go up in total? And three times was told $47. My bill was 90 for myself. Now $253 with my mom added!! Went to the store, they wouldn’t take the phone back because it was a week out of their 14 day return policy they make it 14 days because they know you won’t get your first bill in that timeframe. Was told nothing I could do about the $35 activation fee no one mentioned and the $70 plan fee - you don’t share plans here, you pay for them even though they tell you that you don’t. They should be ashamed of themselves for all the lies they tell! Never again. If you’re thinking of getting service with them, don’t! You’ll spend your life savings and they slow down speed connections when you need...

My visit to the store with my Dad, he’s 86 yrs old and a Vietnam Vet was very pleasant and memorable. From the moment we walked in Eddy greeted us with a great smile and offers to explain the phones and service available. Then Yomar added his expertise on current offers and recommended hardware to protect the phone.

He showed my Dad how to use the new device and was strictly hands on and very patient with my Dad. I truly appreciated that type of service and care.

We will recommend family and friends about our experience. I rate both if these gentlemen 10+, they went above and beyond !!! Thank you so much guys, please reward both of them with a token of appreciation!!!

Respectfully submitted, Mrs. Deborah Hunter-Smith Mr....