AT&T Store — Local services in West Sadsbury Township

PLEASE read this before choosing an AT&T store to make a purchase or plan change.

I was seeing emails about a promotion that was due to end after 7/31 and -as I was tired of my cracked screen - I wanted to make sure I didn't miss it. I left work on Monday 7/24 as soon as I could (had to stay late), ran home to feed the cat, and beelined it to the store 1.5 hours before closing.

Suzanne G spoke quickly, was extremely pushy, did not use plain terminology that I could understand, and did not take time to fully answer questions. It created anxiety during an already stressful time full of decisions to make. Unfortunately, I did not see her for who she was until I was fully committed... it initially looked like confidence and assertiveness.

I wanted to get an S23... it is cheaper, smaller, and the camera doesn't matter much to me because I have a real camera that goes everywhere with me. I wanted to check eligibility for a FirstNet plan because of a job change requiring that I reevaluate my bills and try to save money. I also needed to change my phone number, but forgot about that part until we were well into the process because Suzanne's quick talking left my mind scrambled.

She said that since she was supposed to ask if I wanted to keep my number or change it, she removed the restock fee (we were apparently too far in the process to change the number for that phone) but then she claimed that it was the last phone of that type and now I needed to get an S23+. "The camera is better and it is only a couple dollars more", she said. She had initially said that the phone was available in black or pink. I asked if I could get a pink one instead, and she said "no, we don't have anymore of the S23". Seeing as I thought my old phone was already out of commission and I was stuck, I begrudgingly accepted the S23+. She also talked me into a Smartwatch "it's only $10/month". Based on the values I was getting, I was still going to be close to $20 less per month than I was paying. So, I gave it a go. We were nearing closing time, so she sent me home with both my new and old phone and told me to finish transferring things to the new phone, then return the next day to complete the trade. She did not send me home with a charger for the new phone, so the battery depleted too far to finish the transfers.

I returned the next day to get a charger for the new phone and plug in to continue transfers. I was sent home again to complete it, but also could not manage to sign into FirstNet two times in a row to save my life.... even with passwords I had written down. I had to call FirstNet to get that taken care of and explained. Suzanne didn't help, and instead kept sarcastically saying "I believe in you".

I noticed that returning customers were as disheveled as me and had issues related to Suzanne not listening to them or fully setting things up before they left the store. One customer said they didn't like the upgraded phone and wanted the phone they initially came in for... but needed to provide an update to her daughter about her hospitalized and seriously ill close relative first. Suzanne and her colleague Aruna G were rushing and belittling this woman while she was trying to get in touch with her daughter. I wanted to say something so badly, and feel like I did a disservice by staying quiet. I hope they are doing much better now.

I returned on Monday, 7/31 to finish everything but the power went out before I arrived. Went back 8/1 at opening to return the watch and turn in my trade-in phone. The watch kept getting in the way at work and was a distraction to my patients. They wouldn't accept the phone trade-in, and they left me to figure out how to remove the watch and old phone from my account on my own.

If you would like to avoid a similar experience, please go to AT&T on Thorndale. They helped me to address erroneous charges the Parkesburg location left on my bill, and were professional, empathetic, and genuinely cared. Zachary explanationed everything thoroughly and I no longer had chest pains...

Looks like our salesman Scott lied about a lot to us. My wife and I were with Verizon, her with a few months left on her phone and contract and I was month to month with no contract. In May did their switch program switching out of Verizon to AT&T and after talking to a rep by phone knew what to ask for and how the program worked. Went into this location and was told we could switch my wife out of her phone amd make final payments, payoff last month Verizon bill and because I was a month to if I wanted I could trade in my phone and get a new one with the buy one get one program. I questioned everything and was assured this was how everything was going to work and we would get a visa check card to pay off the Verizon account. So we wait for final bill and so as we are told and submit everything when lo and behold everything is turned down and we are told info was put in incorrectly. My wife goes through this more than once and the same happens. I tell her to call Scott who told us he would take care of this if any issues and he informs my wife that she did everything correctly and he would do the exact same and he had "never" heard the response they gave her and she needed to go through AT&T. Wow! He gave my wife maybe 4 minutes. George shooing her off. AT&T customer service has been atrocious but did inform my wife that they already gave a $145 credit which we cannot find and that I had one on my phone. Not sure how Inhad one on my phone seeing that I didn't trade my phone in nor have it under contract with Verizon. AT&T could not answer why I have a credit "pending" what is frustrating is I now have to go through government channels to report this AT&T retailer for fraud and what may be a "bait and switch" attempt because a week to ten days after the purchase Scott called notifying me that there was an issue with tax or something on my phone and I needed to come back in to sign but then the next day called notifying me he took care of it and paid the difference in mistake. I have been told to go through these different channels to report this store and what...

I got sold the incorrect service here on accident. That one mistake set me on a 2 month long process of trying of being lied to about management calling me and never actually doing it. It took me going back into the store to get a resolution. That "resolution" was that they would add the credits to another account and not actually refund me. Well I didn't want an AT&T account by this point so I told them no and asked could they add it to another existing account. The response to this was that the management would ask his boss and would call me back afterwards.

Now at the time of this review I have not recieved a call from any employee of this store and the account I wanted them to add the credits too was closed and another INACCESSIBLE one was opened for some random reason. The simple requests of calling me when the management find out if my desire is possible and to send me an email explaining how it would work if possible where both blatantly ignored.

Do not go to this store. Their actions are negligent and borderline criminal and if you ever need a refund from AT&T I wish you the best of luck.

**edit: I thought I should make this clear that at the time of writing this roughly 67 days later my issue isn't resolved and has only...