AT&T

I don’t even know where to begin.
Me: I lost my phone and I want to get a new one.
Rep: Did you have insurance
Me: No
Rep: Niiiiiiiiiice
Me: Excuse me?
Rep: Well I don’t mean nice… you know.
No, I don’t know. Ended up walking out after being disrespected a bunch of times. I will never go here again!

Wow… Speechless. (I’m currently with AT&T). Despite seeing the negative reviews, due to convenient location, decided to give them a chance. This place, along with Brian (sales rep), does not even deserve one star. TERRIBLE customer service and super shady. They’ll do a quick pre-​assessment in terms of whether or not you’re a potential real buyer/​how much money they can make off of you. With that said, as soon as they get a ‘whiff’ that you, as a Customer, might not help them make money, they’ll push you away towards Online services while phrasing it in a manner where they try to come across as looking out for «your» best interest (if all of the info is online then what are the employees getting paid for??) I’ll make sure that my network of friends and family, don’t ever waste their time here/AT&T.
P. S. Don’t bother asking for a manager. «They’re busy on a conference call». Enough said

I had a great experience at AT&T Brookline, with manager, Yasmin, buying an iPhone and iPad last week and returning twice this week for assistance with some programming. Also Milton was a great help each visit, assisting with my programming and transactions and Tammy helped putting cases on and films on the screens. I went in to return a phone I purchased online and was greeted by Yasmin, who showed me all the new Apple products. Instead of leaving with new iPhone 6 plus, I also have new iPad Air2. A great manager and her team!!!

Terrible customer service! The staff are not helpful and they just think of increasing their profit. If I could I would leave zero stars.

Best AT&T store in the Boston suburbs neiborhood. mask for Corbin, the most experienced, and helpful trusted specialist. Worth going to brookline to abolish d the frustration with other stores in the Boston area.

Just left store after a 1 hour wait just to have a couple of questions answered. Plus the phone selection was dismal. No Motorola. No HTC one M8 or any other phone I would want… Really losing my trust and support of AT&T. Seriously thinking about moving to T mobile…

They can’t sell you a phone at retail price (they are «not authorized» to do so), and if you want to extend your plan with a new phone, they don’t have it in stock. This store is a front and it is worthless.

I was hesitant to use this store after the negative reviews but I had to be in CC anyway and gave it a try. Hamid was able to simply and easily configure my APN so that I could begin to get data on the network on my new phone. I was in and out in ten minutes, problem solved.

DO NOT GO HERE
The manager was EXTREMELY a rude, had a poor attitude and did not help at all. She talked down to me completely and when the guy behind me got mad at her for ripping him off, she threatened to kick him out rather than offering to help.
My rep did not tell me the details of anything I was paying for and now I’m stuck with a $ 700 bill that I will be paying off for the next 2 years.
I repeat DO NOT GO HERE.

Really unhelpful service reps in this store, it’s a little sad — I had a question about updating payment on a current order and the girl said «I don’t know how it works» and just stared at me… okay? How about getting a manager, or asking someone who does know how to help me? Apparently, common sense does not seem tangible for these people. I will not go back, find some employees with heart and who can actually do their jobs.

Literally the worst mobile phone experience I have ever had since my first mobile phone in the 90’s. I switched to At&T from T-​mobile for better cell service. T-​Mobile is horrible in Boston. I live in Brookline so this store was convenient. Well convenient is ALL this store is… First off, I tried calling the store first several times to make sure they had the phone I wanted in stock. They don’t answer the phones in that store. I tried 6 different times before going in the store. While in the store waiting for someone to help me I heard the phone ringing off the hook and no one paid any attention to it. I waited over 20 minutes for someone to help me and once I was being helped the customer service was ok. Except while waiting for the new service to activate, Kevin was pushing the home security service on me, several times. It was rather annoying! I said no thanks but he kept pushing saying he had to push it on me. Even after I said I rented and couldn’t install this service even if I wanted to, yet he kept pushing. I finally got out of there in just over an hour and it turns out AT&T data speeds are not very good outside the city so I went back to the same store to return my device and new line within the 14 day return policy. Here’s where it gets really interesting… Kenneth returned my device and line of service after I waited almost 30 minutes with little regard, while listing to the store phone ring off the hook. When Kenneth finally got to me, I asked why no one answers the phone and he said, «we only help people in the store, we don’t have time to answer stupid questions over the phone.» Well that would explain my earlier question of why no one answers the phones. I guess customer service over the phone is not important to them, even though they are a PHONE company. Anyway, Kenneth processed my return, I took my receipt and left thinking nothing more of AT&T…until I received a bill for almost $ 500 about 3 weeks later. It turns out Kenneth did not process the return correctly so there was no record of me returning the device, or the line. The only thing that showed up in they’re records was me porting my number and effectively canceling my service early with AT&T. I spoke with AT&T corporate and they said to go back to the store where I purchased the device and they could handle this. So I go back to this horrid store and wait another 20+ minutes for my old pal Kenneth and he pawns me off to some mid level manager who says he’ll take care of this asap and call me back with a confirmation so I don’t have to wait. Sounds great… No call… and another bill from AT&T. Back to the store and demanding to see a manager, I wait and still the phone rings off the hook in this place. No manager on duty at the time I was there so I was told to call in about an hour when a manager is on site. I literally laughed in the guys face and said, «are you personally going to answer the phone? Because I’ve been here 3 different times and no one answers the phone.» He just chuckled. So I left and called several times and of course no one answers so I call AT&T corporate again and they say to go to the store. I inform them I have been to the store several times and we need to escalate this case because it’s been almost 2 months and now AT&T is sending this unpaid balance to collections. I spent over an hour and a half on the phone with AT&T customer service to get this resolved. The agent tried repeatedly to get someone from that store on the phone to no avail. Finally, AT&T corporate was able to reach the store manager on his personal cell phone, who was in the store at the time, and he was able to look up my transaction and confirm that I did in fact return the device and the service on the date I stated from day one. Turns out Kenneth and Kevin at this store are completely incompetent and should be fired immediately. AT&T corporate needs to pay attention to these reviews. I am not the only one who had a bad experience at this store. I will never shop with AT&T again because of the gross incompetence at this location!

Literally the worst store I have ever been in. Including all non-AT&T stores. If I was AT&T, I would fire everybody that works here and start fresh. If I was the president, I would order a tactical nuclear strike on this store. I would rather wake up every morning by being punched square in the face by Mike Tyson than ever go to this store again.
I’m not sure if the guy that I dealt with (Kenneth) was high, or if he just completely lacked any thought.
Had a simple phone trade-​in, and nobody in the store had any clue what was going on. Took TWENTY MINUTES to even be acknowledged by an AT&T staff member, and AN HOUR to even begin to interact with one. After an hour and a half, I basically had to walk the staff member though the steps. Seriously – in a short period of time, I was more of an expert on AT&T’s systems than a guy that had presumably worked there for years until he became a manager.
If you have a choice of going to absolutely ANY other AT&T store, do it. Coming to this store is a huge waste of your time.

I was in this store on 7÷12÷14, and it was the worst experience I have ever had with any ATT&T store. I went in and waited for an employee, which was fine. When it was my turn, (I lost my phone and needed to replace it) he realized that the contract holder, my stepfather, needed to add me to the contract. He said it would only take a minute or two. I made the call from their store and waited for my stepfather to do it.
After listening to store associate KEVIN’s spiel about some app, another customer came in. For some reason, he agreed to help her while I waited. Less than 5 minutes later, my stepfather got in contact to say that my name was added, so I could get a new phone. I told store associate KEVIN, who told me he would be done in 10 minutes. 45 minutes later, after the girl called 2 people to ask their opinion about apple care and whether or not she should get a pink or black case, KEVIN was finally able to help me. At that moment, I told him I wanted to get a 4S, and he informed me that they were out. I wasted an hour of my time for nothing.
I don’t know why store associate KEVIN took on another customer when he told me himself that adding me to the contract would take less than 5 minutes, and I also don’t know why when I told him I was ready he didn’t help me, and I also don’t understand why he didn’t inform the girl after 20 minutes that he had other customers, like ME, who had been there before her. All in all, I wasted a giant waste of time, was really pissed and completely dissatisfied. Thanks a lot!

Terrible service. I walked in wanting to get on their two year contract with them and two minutes upon entering the store, I questioned that thought. I idly stood around for at least 15 minutes before someone there paid any attention to me and even when they did, he didn’t really understand half the questions I was asking him. Finally, he said they have no more iPhones in stock and sent me to radioshack. Useless trip.

I’m not happy with this store. Each time you get in there, there’s no order, agents are busy with someone and you have to randomly wait somewhere until someone comes to you and ask how they can help. In the meanwhile, as they don’t know who has come first, they would randomly pick someone that may have come in after you. Am I supposed to shout: hey, I was first! or somehow magically figure out where the imaginary line is?!

I started this account specifically to rate this AT&T store in Coolidge corner. The employees are completely rude and awful.
I walked in and 2 sales reps were with customers. A third employee asked if I needed help. I told her my issue and she said that one of those 2 reps would help me. Meanwhile she went into the back room with 4 other employees and closed the door. After standing there awkwardly for 20 mins and neither of the reps even looking at me, I prepared to leave. Just then a different woman came out from the back and asked if I needed help. Too little, too late and I left.
Please avoid going here and giving them business. They have no regard nor respect for customers at all.

In the evening on Jan 7 we went to this AT&T shop to get my wife her first Iphone ever.
The next day we found out that the Iphone 5s is defected. You can receive phone calls, but you will not be able to hear the other person.
Hence I decided to give a call to the retail sale consultant who has sold the phone to us and informed him about the situation.
I got the information that I should bring back the unit to the store and I will get a replacement phone. It sounds great at that time. However when I came to the store, I was informed that there are no phones available and I must go to Apple store to fix my problem instead.
Instead for try to resolve the problem for me in a smooth way. More and more of colleagues to the retail sale consultant who has sold the phone to us jump into the discussions and try to make it as it was my fault when I tried to argue that is not fair that I first got a defect phone and later didn´t get the help I have been promised,
I finally got my problem to be resolved by the apple store but the treatment I got from this AT&T is indeed very shameful.

I ended up calling the AT&T corporate customer service line *611. I explained to them my situation and they informed me I was beyond the 14 days buyer’s remorse refund to return the phone or revert back to my old phone without an $ 325 early termination fee. I wanted to return my S3 because I was able to get one for free from a friend who didn’t need it and worked at Samsung.
The agent was super helpful and even called the Brookline store for me while I waited on hold. She also had a difficult time dealing with the store and told me they would not even let HER speak to a manager. A fellow employee and AT&T representative couldn’t even get a hold of a manager!
The agent was able to credit me for the upgrade fee and an additional $ 100. That was satisfying to me enough for me to keep my phone and pass the S3 to someone else. Don’t bother coming here for service when there are plenty of customer friendly stores in the Boston area.

Busy 4G reservation day. You all know what day that was…
Instead of dealing with anticipated moody sales reps, I was fortunate to have SAMUEL JOHN to my rescue when the systems crashed. He took my information kindly and called me several times during the day to patiently follow-​up with the tech error. Since I was working, I didn’t return his call until after his work shift was over. He STILL managed to reassure that my information will be submitted and transaction will be processed as soon as the error was cleared.
The next day, Mr. JOHN sent a cheerful message, an iPhone receipt with specific instructions.
Either SAMUEL A. JOHN needs a promotion and/​or a BIG raise.
Thank you!
_​_​_​_​
I’m back for the second time to add yet another fabulous service rep named ERIN. She reported my problem immediately with great apologies. I received an email the following day. Not only did I return with my new phone in waiting, she accommodated beyond her duties a half hour before her long work day was over.
Not to mention, my olé’ pal SAM was there to greet me with a smile.
AT&T is my new family.

I always do my AT&T dealings online because I just don’t like waiting in line or being pressured to buy something by a salesperson. But when my phone dead and couldn’t turn on and I had a busy day ahead of me, I needed this fixed fast! So I went to my closest AT&T store and when I walked in, the setup is different. Instead of the registers and sales people directly in front of you, they are on the right side of the store and all the phones on the left. I was faced with a salesgirl and she helped me immediately. She heard my issues and looked up my warranty which expired a few months ago. My only option was to upgrade to a new phone. She helped me with everything in finding a phone, the deals that came with the phone, and the free stuff (YAY!).
I had lots of questions and she was able to answer all of them. I can be annoying, I must admit but she was super nice and friendly.