AT&T Store — Local services in Waterville

I hate leaving long reviews, but I’m leaving one in the hopes that someone will be able to prevent others from having to go through the same ordeal.

On Saturday, November 1, I came in to trade in my phone for the new iPhone 17 Pro. I was reassured by employee, Ken, that my phone was eligible to be traded in with no additional fees to my billing. He told me that he was 100% sure that my phone qualified for the full trade-in value that would allow me to upgrade without paying a fee.

I purchased the phone and then came in later to complete the swap for my old phone to my new phone, and to trade in my prior device.

In the process of doing this, Ken mentioned to me, without admitting any fault, that my phone actually wasn’t eligible for the trade-in. This was upsetting enough, so I decided that I would return my new phone.

Ken proceeded to incorrectly process my return, which caused me to not be able to access data on my old phone. It then took 90 minutes of Ken doing the wrong thing over and over again until he finally realized what he was doing wrong, to be able to use my old phone again.

Ken then charged me a restocking fee for my return, even though the whole reason I was returning it was because he gave me incorrect information. Instead of outright, charging me the restocking fee, he instead deducted it from my refund amount and told me that if I wanted the restocking fee refunded, I would have to contact AT&T customer service.

Upon contacting AT&T, customer service, I learned that it is not AT&T policy to deduct the restocking fee from the refund amount. While I was able to rectify the situation, it took hours of my time.

My hope is that Ken will receive serious retraining to avoid issues like this...

My experience at AT&T in Waterville Maine Megan was the cell person I came in here to get an iPhone I looked at a lot of iPhones and I liked them but she's a Samsung person and so am I so she talked me out of an iPhone and got me into a Samsung phone which I'm very grateful for because of my phone just complicated if you don't know anything about them so she has fixed my phone in several ways there's things on my phone that I didn't know I even had and she was fixing them and showing me how to operate it better and better so I'm getting to be an expert now and thanks to Megan which is an awesome sales person and I think y'all...

Went into this store about a month ago. Our experience with the salesman TK was very frustrating and confusing. Gave them one last shot on Friday. We were immediately greeted by Ned, who helped answer the billing questions we still had after our last visit, helped us find a better solution and provided us with all of the information we'll need to make an informed decision on our new phones. Good work, Ned! He did not know this, but after our horrible experience with TK we were planning on switching to Spectrum. Ned's excellent work saved AT&T 2 customers. Thank you so much. We...