AT&T Store — Local services in Union Township

We went into this ATT store a few weeks ago to look at upgrade options for our phones. We had been ATT customers for 25 years. We reviewed options and obtained new phones. We clearly told the representative that we did not want to add a 5th phone line and preferred other options. We were also told that we were REQUIRED to have insurance plans on the new phones, but could cancel the insurance after we left the store. I had originally written a great review for the sales rep, which I have since deleted. When I signed into my account to drop the REQUIRED insurance, I noticed that a 5th line was added although we clearly stated that we did not want a 5th line. Of course we never received a 5th phone to go with the added cost for a new line! We were told that we would have to go back into the store to get the issue resolved. This is never a pleasant experience since the store has multiple employees working but, always seems to have many customers waiting for long periods of time to be serviced. Ironically, two competing cellular carriers, within walking distance of this ATT store, had one employee working with no long wait times for customers to be serviced. We went back to the ATT store to inform them that we were not in agreement with having a 5th phone line. We were told by the salesperson, another employee, and the store manager that that is what we agreed to. They reported that our interaction with the salesperson was recorded but, when we asked to see/hear the recording, we were informed that they were not able to access it. We were never informed and never provided consent to being recorded which I believe is illegal. The store manager stated that he heard our entire conversation with the salesperson, which would not even be possible in a crowded store in which the manager was not within hearing distance of the entire conversation. The salespeople and manager were very defensive and argumentative. They did not take time to listen and kept talking over us. They said that they could contact the police to have us removed from the store but, we were just unhappy customers and we never threatened them in any way. This conversation took place in front of my 91 year old mother-in-law, several other elderly people, and other customers. Ironically I have spent years working with police officers, teaching them active listening and de-escalation techniques to manage crisis situations. Our conversation with ATT personnel never came anywhere near being threatening or offensive. We left the store and returned the next day. We returned the new phones that we had gotten (minus $ 55 restocking fees for each phone) & paid off over $1000 balances owed on our existing phones. We met with one salesperson. Although both the original salesperson and manager saw us in the store, they did not greet us and even avoided making eye contact with us. We left the store, walked a few steps, & signed up with a new carrier, receiving much better rates and many incentives without having to add another line which we did not need. We were treated with prompt, courteous, and professional service by the employee of the competing cell carrier. We spent over 4 hours on hold with ATT customer care over the weekend trying to get the services transferred and no one ever picked up when the new carrier tried to contact them with us on the line. Eventually, the lines transferred or so we thought. When I attempted check the status of my final ATT bill today I discovered that our original 4 lines successfully transferred but, the 5th line, that we never agreed to and have no phone for, was still showing as "active" on our account. It took another few hours on the phone with an ATT tech & Loyalty staff to correct the problem that was all caused by the store's employees deceitful practices to make a sale. We have spent many long days and hours dealing with ATT staff in person and on the phone to get this resolved. Integrity and honesty are high priorities when doing business. This is not a way to treat...

I would never recommend service here. Tried switching line from straight talk, ordered phone and requested service to be switched. Salesman made a joke about as long as neighbors won't steal phone when delivered then could deliver to house. Told me if wanted it shipped that day for next day delivery could only get silver or black (not the white blue i wanted).

Got email saying needed signature, called store and said I wouldn't be home during week to sign, they said couldn't help over phone needed to go back to store. Went back to store spent another hour there, was told canceled other service and order and will request from straight talk again to buy out, had issues but they said with 850 deposit could do it now. We did this was supposed to ship to a business in town so could get signature.

Monday (the day after all this), got email saying issue with order, called at&t they said because canceled first order straight talk no longer had my service but could 3 way call with straight talk and work this out. Also got a monthly quote for 20 dollars more a month (94/month) instead of the 74/month we originally signed for and were quoted (this was after signing up for first net, being approved and putting down 800 plus deposit on a 1400 dollar phone. Straight talk said couldn't help at time to call back later.

Tuesday got email phone went out for delivery to original address, no one was there to sign so will attempt again tomorrow. Called att and told them this and they asked for order number and tracking. Then told me phone attempted to be delivered I said right but to wrong place sent them screenshot of both orders and they said since ordered in store couldn't help had to go there. Called store the salesman (tyler)I dealt with wasn't there and store manager wasn't, talked with a Jessica Jackson said wanted to talk to a manager higher up like district or something. No call back, no phone and still have original charge of 90 some dollars on card for first order and 923 on card for second order, was told these would be pending but both posted.

I have never met any service that is so incompetent, doesn't care that waste your time and not even...

My wife and I upgraded both of our phones at the same time at this store, dealt with Jessica. We both chose the same phone except for the color. We explained that we had gone to a corporate store, but the store didn't have any phones in stock. Jessica made mention that people at corporate stores don't get the right training anyway, which has led to problems. More on that in a bit.

Although my phone transferred fairly quickly, my wife's took longer and we were able to take it home for it to finish set up. Once it was done and the store was closed, we realized that Jessica had assigned my number to my wife's phone and vice versa. While it seems like that would be an easy thing to rectify, our Apple ID's were already logged in and all of our apps, settings, etc. were already done. There is no physical SIM card, so it had to be rectified by tech support. Since we had just activated the phones, AT&T fraud prevention does not permit switching of eSIMs for 48 hours. Thankfully the corporate store in Boardman, OH (GO SEE JASON THERE) was able to rectify this in just 16 hours.

When I mentioned to Jason that my projected bill seemed to be higher than I was originally told, he looked at my account and told me that a protection plan had been added to each line, costing $17/month per phone. That was never discussed and wasn't on our previous phones. It was added without my permission.

So despite Jessica badmouthing corporate employees' training, she managed to royally screw up our phone lines AND added $34 plus tax per month to my bill that I never asked for. The ONLY reason this isn't a "1 Star" review is because they had the phones in stock and let us take the phone home to finish the...