AT&T Store — Local services in Town of Hopewell

Bait and Switch at its best!

Been with AT&T for 30 years this year, and never have been more disappointed. Quite frankly, disturbed that customers will continue to go to this location. Since it's an Authorized Retailer, AT&T corporate has their hands tied.

Went in for an inquiry about taking advantage of the unlimited data plans, since we were on an old family data sharing plan. Stated we qualified for all these "free" upgrades. Phones, watches and discounted services.

1st Transaction: Upgrade promo in February 2025, trade in any for at least 1 cent value and get a "free" S25 or S25+. But wait, there's more! This also qualified for a BOGO on "any" Samsung Galaxy Watch. Just pay 99 cents + taxes. Lies!

2nd Transaction: Trade in credit towards another phone. Value of the phone is $1000 and I wanted a Samsung Flip 6. They didn't have one. Needed to order one. Came back a few days later, and the wrong phone was ordered. A Samsung Flip 5 showed up which assured me that ordering the wrong phone was too difficult to have happened. Had to get the correct phone from another store. Meanwhile, my old phone is deactivated for 24 hours. No use, no credit. I was in the store for 2 days trying to figure this out. Update as of 4/4/25 - The credit value of $1000 is null due to the store not correctly receiving/sending the phone to the valuation center. So now it is a $0 credit and the service/back office cannot do anything about it due to being past 30 days.

We get the new bill in March, $640+. Was paying $377 a month for 6 lines. No mention of you will have to wait 2 to 3 billing cycles for credits to hit the account. Find out that the watches didn't qualify for promo and the $1000 credit trade-in phone wasn't traded in properly (can't start getting credits until everything is proper). Locked in for 3 years unless we pay $$$ to break the new contracts and current contracts

AT&T retail store and corporate won't do anything because they have lots of money and I have little money. We are stuck with paying the full value on 2 $650 watches and data services monthly.

2 months on and still the same from the Loyalty number and the store has already turned over staff. The old store manager was "promoted" to district manager in Pennsylvania. And the associate helping was "promoted" to store manager. Gossip in store from "covering" associates from other stores would go on to state that the old store manager "screwed" up a lot and the only way to get rid of them was to "promote" them out of the area?

After 30 years, 3 years can't arrive...

My recent visit to the AT&T store left me deeply disappointed and frustrated. Over the course of three days, I experienced nothing but incompetence, indifference, and outright disrespect from the staff.

Firstly, despite having documentation and notes regarding my issue, the staff claimed they couldn't assist me because they "didn't have notes." This excuse was not only unacceptable but also contradictory, as they ultimately managed to resolve the issue, proving they did have access to the necessary information.

Furthermore, the attitude displayed by the employees was shockingly unprofessional. Instead of offering genuine assistance, they responded with snarky remarks and blatant lies. When addressing a hairline crack on my expensive phone, they dishonestly misrepresented the warranty and had the audacity to insinuate that the damage was somehow my fault for not having a phone cover. This kind of victim-blaming is not only offensive but also reflects poorly on the integrity of the establishment.

To add insult to injury, I was summarily dismissed from the store when I expressed my frustration at the lack of help after three days of fruitless attempts to resolve my issue. Being told not to be "rude to the staff" while enduring such abysmal service only compounded my frustration as to the fact I was not rude at all.. only honest.

It is worth noting that upon contacting customer service, my issue was swiftly and efficiently resolved within 45 minutes, highlighting the stark contrast between the incompetence of the store staff and the effectiveness of higher-level support.

In conclusion, if I could assign negative stars to reflect my experience, I would do so without hesitation. The lack of professionalism, honesty, and basic customer service skills exhibited by the AT&T store staff is utterly appalling and warrants serious reconsideration...

My experience reinforced this store's reputation of taking advantage of customers.

Despite Nick and Madison's apparently sincere kindness during my phone purchase, they enrolled me in ATT Next Up and insurance without my consent, ignoring my explicit requests. When I discovered these unauthorized additions, their response was dismissive, insisting the system automatically adds these services—a claim I had to contest with corporate AT&T for resolution.

When I returned to ask about exchanging the case I chose, not at all mentioning the earlier experience, things turned sour. The manager Aliza, realizing my account was linked to the earlier dispute, became embarrassingly and unsolicitedly defensive.

In a confusing attempt to criticize me for being upset about the non-consensually added services, she informed me that she was aware of my request and that she was the one to remove the services, which was in fact false and a direct contradiction of her claim that there is no way to remove them.

She then paradoxically declared I was owed no apology by citing system limitations and Madison's inexperience (despite Nick, the district manager, being present when the purchase occured). This contradiction was not just frustrating, but was an attempt to gaslight me, denying any apology.

This experience involved underhanded tactics of adding services silently, without consent, and subsequent hostile gaslighting...