AT&T Store — Local services in Town of Chester

Scam Alert 🚨

Thinkin’ at&t for your cell phone, do yourself a big favor and don’t. It will be the best decision you ever made. Listen to what happen to me as a cautionary tale to avoid the pain and wallet hurt.

I’m a nurse and came in on October 2nd to get signed up for firstnet built with at&t. The sales man Ariel Ferrufino told me I needed an at&t number to sign up for the service and sold me an At&t sim card (important detail). The firstnet account sign up website wasn’t working I was informed I would receive a firstnet email in 48 hours, it never came I called back and was told firstnet was having a registration problem and would be notified when it was fixed. I continued to call off and on the following week without success. I then October 11th was charged 135$ dollars through at&t. They were not able to help me when I called the store, called the next day Ariel wasn’t there and they said it would be best to come in on my next day off to straighten everything out. On October 15th I came in to try to get signed up for firstnet, computer still had problems but was able to sign up over the phone. The sales agent went to the back to get A FIRSTNET SIM CARD!!! That’s right i never needed that at&t sim card or phone number through them to begin with.

Well it turns out my iphone6s wasn’t compatible with firstnet (even though you can buy that phone from firstnet online) i was done at this point. I just wanted my accounts canceled and what I was charged refunded.

I was told I have to contact costumer service. Calling costumer service The 3rd person I talked to told me they could cancel my service but could not refund my money. However they could reverse the charge, but then I would have a bill outstanding with at&t. That’s right a bill outstanding that would go to collections and screw your credit all the way down. This escalation went to her supervisor who said because the phone number had been used they cannot refund the account.

This comes full circle back to the first sales rep in the store where the problem really started. Here is the breakdown.

Ariel got me to sign up with an at&t number at the store and placed the at&t sim in my phone. It turned out I should have never had that sim placed in the phone because a firstnet sim card is the one that is supposed to be placed in the phone. Ariel apparently signed me up for an At&t elite plan 85$ a month. The highest cost plan for a single phone. The moment the phone is used with that number and sim card the account is valid and you are on the hook to pay whatever they charge. Even if in some miracle I did get switched over to firstnet I would have still been on the hook for the 135$ bill. In the store they will only charge you for the sim card you get the bill a week later. This will make you realize you have not been screwed till a week later.

My experience was horrible, I am a registered nurse and thought it would be cool to get on the firstnet service. It turned in to a huge hassle that cost me a lot of my free time, weighed on my mind for two weeks and ended up sticking me with a 135 bill for two weeks of service I never wanted in the first place.

You would think a big company like at&t would make things right, perhaps gain a customer in the future. Instead they screw over the little guy, and worse then that a nurse working through the covid crisis. I will never be an at&t costumer and encourage others to avoid this place and especially Ariel Ferrufino, maybe he didn’t know what he was doing, but more likely he knew what he was doing and wanted to sign me up in someway even if it screwed me over out of 135$. Maybe my warning can save you the headache and wallet hurt.

Included our picture of my bill and if you are signing up for firstnet, buy a new phone to do it all online or make sure you get the firstnet sim. Even though it is firstnet built by at&t YOU DO NOT NEED AN...

Have to say my original review was 5 stars , however, it’s no longer the case after two mangers who were great! Now you have a manager Eric who has worked for both prior managers and you would think would have learned a thing or two about customer relations. I hate to say it’s not the case. I visited the store a couple of days ago and spoke to one of the guys up front , when I asked for Joe, the previous manager, I was told that there is a new manager, and that the new Manager is Eric and that he was in the back room. After spending a couple of minutes with a customer rep. up front, and him not being able to help me, he proceeded to go to the back at which point Eric did step out and then attempt to resolve the issue. Without getting into the particulars, Eric did recognize me because he had worked with me on prior occasions, however as usual he did not help, on numerous prior occasions as a rep. It always took a manager explaining to him how and what to do multi - times! My luck this time was that there was no manager to help him help me ,as he is the apparent new manager as per the front store reps. Funny thing is he denied being the new manager to me, and proceeded to take refuge in the back room, I guess he didn’t want to help!! AVOID THIS STORE AT LEAST UNTIL THEY GET A MANAGER THAT ADMITS HES THE BOSS AND TAKES RESPONSIBILITY AND MAKES AN EFFORT TO HELP AT&T CUSTOMERS THAT WALK INTO...

Very sorry to say that this was one of the worst customer experiences I have ever had. Although a gentleman named Brandon tried to be helpful on numerous occasions, unfortunately the service ended up being less than stellar....actually, less than competent...and no fault of Brandon's at all. This was a clear lack of proper management and effective process, and the store manager should be terminated, effective immediately. After I having made mulitple onsite trips, including having to bring in my own laptop given the store's own Tech wasn't working (again, Management Issue!!), and waiting lots of time to see if both people onsite at the store, along with other AT&T service people on the phone, could address my requirements, it was to no avail. People were not clear why specific $ pricing was being instantiated and presented that they couldn't explain, as well as not knowing exactly how their own processes and programs work...seriously? really? There was a hell of a lot of "uhhh...it should work that way.....it should come down....not sure exactly how long it will take, but could be 1 or 2 billing cycles...." This store needs a major overhaul, and again, I'd start with a new manager. Just completely unacceptable and now understand why so many customers are...