AT&T Store — Local services in West Mifflin

LISTEN TO THE BAD REVIEWS! This location WILL do everything in their power to scam you into getting an additional line added onto your plan even when you don't need or want one. We have 2 people. We needed to upgrade a phone that was eligible. My fiance went in last Friday asking for a very specific phone. Mackenzie kept shoving different phones for him to look at. Even tried selling him one that was hundreds of dollars more expensive. He realized it was wrong and told her, again, what he wanted. She found one and processed it while opening a 3rd line. She said it would save us money. Now we went from $154 to over $180/month for 2 people but now we have 3 lines? Monday rolls around and I notice the third line on our plan. I questioned it. We went back to the store on Monday and spoke with MacKenzie. She explained it was cheaper and saving us money. I looked at her said that that was the dumbest thing I've heard as we are now being charged more. She was not listening, neither was her terrible manager Brittany. Both ladies were so rude and unhelpful. I told them we DO NOT need a third line. They proceeded to say it could be used as a backup? Which made no sense since we don't have 3 phones. Plus, if our phones don't work, the 3rd one won't either. I said I wanted to return it, cancel the third line and have it done properly to have it upgraded instead. They said no. They said my fiance agreed to this. I stood up and said I'd be happy to go to a different store. We got home and I called the customer service number. I'm told my fiance got scammed into a 3rd line because she wanted commission. The lady on the phone said she notated our account to say we didn't have to pay a restocking fee. We went back today to return the phone. Neither MacKenzie or Brittany were there. We get waited on by Stephanie (she was much nicer), she returned the phone for us, however we now got charged the restocking fee. She called Brittany (the manager) and she said she can't waive the fee. I called the customer service number while sitting in the store and he very clearly stated that she was being ridiculous and refusing service to us. The gentleman on the phone said this will be escalated and reported directly to the store, which is I guess a big deal for them. I'm hoping to still get the restocking fee waived as that was another $35 that was down the toilet after paying the $20 tax fee from when the phone was purchased. Never again will we be coming to this location. I'm hoping in the future to just ditch...

Completely discussed with AT&T/direct TV... In February my husband and I went to the store to get a phone for our daughter... after talking to the sales associate we started talking about Direct TV... being out of contract with Verizon Fios it was worth the conversation... after talking it over we decided to see what our options were and we could always come back... the sales associate went in the back to talk to his manager and they both came out and told us that if we were to switch to direct TV that evening they would send us 2 $100 visa gift cards... the promotion at the time was 1 $100 but he wanted us to commit and lock in the deal so he would give us 2... so we decided to go ahead and do it... he told us that in 6 months we would get the gift cards in the mail... I was excited because before covid came along we were going to Disney in August so I figured we could use the gift cards there... on Sunday August 16th my husband and I went back to the store to look at upgrading my phone... after mentioning the gift cards to the new sales associate he told me that they usually come via email and to call 611... so today I called 611 to straighten this all out... what I was told next i couldn't believe.... 2 hours, 3 different departments and 5 representatives later they told me there was NOTHING they could do because it was past the 4 month period I had to claim these gift cards... i was not told i had to go online to claim them i was just expecting they would come in the mail after the 6 month waiting period...I'm extremely upset and disappointed at this situation not only with the employees at the store but also the customer representatives that could not make this situation right... of course I asked to speak with the manager and was told someone will contact me in 24 hours... I'm sure I won't hear back from anyone and wish I could take my business elsewhere at this point but now I'm stuck at least for the next 2 years... I hate the world we live in now where no one can do their job...

I apologize as this is long but I feel the details are needed. I opened my AT&T account through this location over a year ago because of how helpful the sales associates were. To the point we spent over $1,000 to open the account and get multiple lines and devices.

We went in tonight to pay off one of our lines and upgrade to a new phone. We planned on paying the $91.47 on the phone as well as purchasing the new phone and accessories. We waited for almost an hour, if not longer to be helped, we didn't mind because we know they are limited on help as well as want to make sure everyone is taken care of to the fullest extent. However, after waiting that long we were told we couldn't trade in the phone (the camera was broken), we either had to ADD a line to get the new phone, or we would lose our buy one, get one half off deal we originally purchased in the beginning and have to pay some random amount of money ( not the $91.47 owed). I asked for them to break it down for me, in which it still didn't make sense. I finally left with no new phone and being extremely confused. After leaving I went on my mobile app to see if that was the case, and it wasn't. I would only have to pay the phone off, and the installment fees and taxes to upgrade this line. Just to be sure, I called the AT&T help line, and she also confirmed that I would only need to pay the phone and installment and even with a damaged phone, we could trade it in( this store said it had to be in perfect condition) Now the plan would change a bit due to purchasing a new phone, which was always fine.

We left feeling uneasy and confused. They were defiantly were trying to make a sale, in the end they ended up losing it. Next time we will either visit a different store, or just use the online...