AT&T Store — Local services in West Bend

RUN. FAST. They are THIEVES who only care about the sale, and WILL NOT go out of their way to help you in any way, shape, or form. I live out of town, but was working in town when my phone broke. I stopped by this store (they are an AUTHORIZED DEALER, NOT A CORPORATE STORE), to either have my phone replaced or buy a new one. The young man who helped me convinced me to purchase a model of phone that was being replaced with a new model; and because of this they were taking in used phones in any condition that would decrease the price of the new phone substantially (I think maybe by half the cost). The phone was not in stock, so it had to be ordered. Once the order was placed charges immediately started on my account, and they told me they would contact me once it arrived. However, they never called. I had to get ahold of them to find out where my new phone was (which is really hard because they never answer their phone, and the calls are rerouted to some random AT&T department that cannot help you). Around the same time I was in the area working (I live 2 hours away), my family was going through some extremely hard times that I needed to be available for, and to assist with; because of this and my job I was unable to make it back to the store during their hours of operation. I called and I called and I called until I finally got ahold of someone to ask them if they could ship the phone to another location in my hometown because I had no idea when I could make it back out that way. And, mind you I was STILL being charged and paying for a phone I NEVER RECEIVED. They adamantly refused to send the phone anywhere and said they do not ship anything. I then asked the person on the phone to have the Store Manager call me back, but I never got a return phone call. Many months later (STILL being charged for a product I never received), I sent them a text and asked if there is anyway they could please send the phone to me as I explained my situation yet again, and in a text I was told “unfortunately we don’t do that.” Sometime after that I tried calling the customer service line and inquired about having the phone shipped to me and I got another explanation that no, they don’t do that. Meanwhile I am STILL being charged for the phone I don’t have. 10 MONTHS go by, $500 some paid dollars later for no new phone in my possession, and I just happen to be in the area for a funeral, and I try to call the store to talk to someone to see if my phone was still there, and once again the phone rang and then was rerouted to some random department because they didn’t answer their phone. I finally decided to go to a store here in my city to talk to a human to get this resolved. At that point there was absolutely NO EXCUSE as so why my money is being assumed and accepted for a product I never received (THIEVERY), and NO EXCUSE as to why the West Bend Store Manager didn’t do their job and make sure I got MY PAID phone IN MY HANDS. How a Store Manager can just blatantly walk past a random old model phone in a box and not want to find out who it belongs to, why it’s still on a shelf, and why nobody has picked it up yet is not only beyond me, but also TERRIBLE MANAGEMENT SKILLS. There is ZERO REASON why that Store Manager couldn’t have helped me out in my life-altering situation and JUST SENT THE PHONE TO ME. AWFUL CUSTOMER SERVICE. I will NEVER go back there, I will tell everyone I know what a horrible experience I had, and I will encourage everyone TO NOT GO TO THE WEST BEND,...

The one star reviews are true. Please beware, this store is only worried about sales, and will lie to you to get you to spend money.

It’s unfortunate I’m writing this because my experience started off so good and ended in me canceling my service.

I went in the store to get help with getting a replacement iphone 14 since mine had cracked. Jacob helped me and told me that I was eligible for an upgrade, and that if I brought in the new iphone 14 I could trade it in and get $1000 off a new iphone 15 pro max, which would have made my monthly bill much cheaper so that’s what I did. I brought in the new iphone 14 pro the same day I got it, did not even take it out the box, and upgraded to the iphone 15 pro max. Jacob helped me set it up and everything, I was honestly so grateful!

The next month I got my bill, and it was $50 more than usual so I go back into the store and speak with the manager Kaitlyn who told me my credit for the trade-in just hadn’t made it to my account yet but that I should see it on the next billing cycle. While I was there she told me that I could upgrade my apple watch series 4 (that was currently free)to an apple watch SE for only $10 a month. So it was a no brainer to me. $10 a month for a brand new, upgraded watch? Sure!

This month my bill comes and it’s now about $70 more than it should be. So I go back into the store and ask where is my $1000 credit, and Kaitlyn tells me that because my iphone 14 was not paid off, I only got $350 instead of $1000. I told her I would have never gave them my brand new iphone 14 that I paid $200 to replace, and that i was halfway done paying off, had I known I wasn’t going to get $1000 off an $1100 phone, so either give me my phone back or give me the price you told me. And she said they could do neither. On top of that, the watch turned out to be $35/month, not the $10/month that Kaitlyn told me. AND I was charged a $55 restocking fee to return it, plus the taxes I paid for the iphone 15 pro max that I would have never gotten in the first place if they would have been truthful with me from the beginning.

I called the loyalty line and explained the situation to them and they were quick to say that there’s nothing they can do so I just cancelled my service, which they were also quick to do. Did not even try to keep my business. I’ve been with at&t since 2017 and it’s a shame how much customer service has declined in the last few years so I’m happy to take my business elsewhere. This was the last...

Went in to see options on what it would cost to have new phones, cable, and internet to replace old contract. During the visit we told the rep multiple times that our monthly budget was to be under $275 a month. What we were currently paying. We asked him to price out the lowest cable and internet packages including phones to see what it would cost. He assured us and even showed us on screen what that the total would not exceed $290 so we agree to continue. Fast forward to yesterday. Service tech comes and wanted to know where second DVR was to be installed. I told him we did not ask for two units. After 2 hours into the install he tells me there were 2 work orders placed by this store. Both of which were wrong and he needed those to be cleared out before he could proceed. I asked him what the issues were but he didn't want to go into detail. Finally, after he was done I asked him what cable and internet packages he installed. He only mentioned that he had to adjust the internet package since our house was at the max distance from the main hub. He couldn't get 40mbs without it crashing the router. After he left I logged onto AT&T account to find out what this store had decided to do on their own. They selected the U-450 TV and internet 50 without any promo rate. Add in the new phones and now we are at $400 plus a month. I spent all morning talking to AT&T and they basically said there's nothing they can do besides change the packages. If I had known this I would have never cancelled my old phones and cable. Now talking to AT&T again to see what our options...