AT&T

I came to this store in early March with a very complex case, I have 4 lines to switch from another carrier and a tablet. From the moment I arrived I was greeted, and offered help. Dennis the service rep who assisted me, dedicated me an actual 2:30 of his time hours to help me with everything from choosing phones, transferring lines, transferring my contacts, etc. He even helped me with putting all my new shiny devices in their new cases and screen protectors. At the end of the day I also received an amazing deal, I got my early termination and most of the equipment remaining balance paid by AT&T and I received one free Iphone
and a free Samsung. In short saved half of what I would normally spend, and now have amazing cel service.
I have to confess that I am one of those that only writes bad reviews, and is to warn people so they don’t experience the same ordeal, but this time I made a conscious effort to write and spread the word about my amazing experience. The reason I am doing this is because this location had some other really bad reviews that almost deterred me from what was to me the best customer service experience of my life.
With my previous phone carrier, I experienced a horrible communication problem while with my family on a theme park, we lost my brother and his son, we had his clothes, and money and for 2 hours tried calling him and nothing. After 2 hours of looking for each other I started receiving all the calls he made to me and I never got. I said this is it, I am switching to AT&T as I had their service before and never had any issues. I switched companies lured by money savings that after 2 years of paying extra on everything else, from hidden charges to equipment, etc, proved to be not even real not to mention the poor service quality I experience and the horrendous customer service, with one of those lower cost nation wide cel providers.
This place is amazing, the staff is friendly and knowledgeable, and the promotions going on made me feel that they were giving me the store to take home, as I received a samsung watch and a tablet for free on top of it all. What else can I ask for.
Thanks Dennis, and thanks to the entire staff, this was really amazing.

Worked with Javier Bustamante. Great recommendations for what I needed. He asked me some good questions to help me realize what plan fit me best and set me up with an awesome tablet that I will be using to help manage my small business.
Only took me 30 mins to get in and out with everything I needed. Recommend this store to anyone who needs a new cell phone!

#1 worst customer service in this place. More then 5 people standing there doing nothing. When I ask about help my phone service. Just give a phone #. Tell call there to ask. ??
I don’t know why this At&t Store here. why people working here. If They don’t want to help At&t customers.

This AT&T store is awesome. If you go there, see John F. He is extremely kind and helpful. When I went in to replace my stolen phone he could have just encouraged me to get a new phone (which I really can’t afford), but instead he went above and beyond to help me get my stolen phone back. I am so grateful and I highly recommend him as an ethical customer service rep who deserves a gold star for his ability to leave customers feeling satisfied instead of exploited. Kudos to you John, and also to this AT&T location. I hope you get promoted because you deserve it…

Horrendous experience, absolutely terrible and rude customer service. Andrew (sales rep) was super rude and not even pretending to want to make a sale. If you don’t like your job, get an actually degree and do something else because you are NOT doing anyone a service by selling phones for a living!

Got my phone stolen and had an hour until this location closed after attempting 2 other locations (one place didn’t have the phone in stock and the other was under renovations).
Reading the other reviews, I wasn’t expecting much of a customer service. But I was wrong.
Literally went in around 6:10pm on a Sunday (they close at 7pm) and was greeted immediately by Pearll, a sales rep. She was super friendly and helpful, especially compared to the rep I talked to at the Jersey Mill mall. Pearll took her time to explain everything and didn’t flinch at any type of questions we threw at her regarding the different type of payment plans, upgrade info, etc.
She did say it was a slow day so maybe I was lucky compared to all the other experiences people had. I was in and out in 30 minutes.
For me personally, I have no complaints about this location and Pearll was great!

This is one of the worst customer service experience I ever had. The customer service rep was keep yawning in my face total lack of professionalism.

Be aware!
This was my worst experience ever!
They DO LIE every single word to you.
I can’t believe they run business like this as a corporate office.
So the content were…
1. Selling an oldest iPad mini as a latest model.
2. Selling a 2years contract without telling.
3. Charging a hidden monthly charge without telling.
4. Charging $ 40 activation fee without telling.
5. Lying about promotion as if it is only a weekend deal but actually it is a month length promotion.
6. Lying about retail price– said $ 450 but it was actually $ 279 + tax.
They never give the receipt about all of the above so I found them all on my own as checking my online account regularly. I was very shocked like… what are all these???
So I went to the closest att store and they refuged to accept returns because I bought it from a corporate office. Didn’t realize they were two different types until this happened. The Fortlee location was far so I finally drove 12miles from my house just to return the iPad and it was 3weeks from the purchase date.
They refuged to accept it because it passed the 14days return period regardless who’s fault it was. I argued and argued and proved everything that they misinformed the customer to buy a product and they finally agreed to accept the return with the 10% restocking fee. This was ridiculous but I agreed to pay because I didn’t want to have any more conversation with these con artists.
It seems like this is the way they were doing the business and train their sales people for a long time here because for the whole time, they never felt sorry about misinforming the customer when selling products but only regretting about not slipping in the secret contract paper to my plastic bag as I innocently walked out.
Lastly, what got me mad was they deactivated my phone as removing the iPad from my account.
As soon as I got into my car, I looked at my phone to use gps and it said no signal. I knew it was something they touched so I went in again and asked about my deactivated phone.
They swore they had nothing to do with my phone but without even checking my phone’s condition, they quietly bring out a new SIM card and replaced the existing SIM card. I’m like… really???
This place is really a beyond anyone’s imagination!
Now, it’s time for me to call the customer care to get refunds for the $ 40 activation fee and $ 10 monthly fee charged to my account that I never used. I seriously never used it because I found all these before opening the box.
P. s. The sales person’s name is Pearll. The manager I talked to get the refund, I don’t know because I unfortunately didn’t look at the name tag.

This store almost made me switch over 8 lines to another provider.
I can’t believe how they blatantly lie to your face regarding trade in credits.
I went in here to trade in an iphone 4 for the iphone 6 plus. They didn’t have any in stock so I wanted to get the trade in credit and to purchase it when it came back in stock in the store.
The rep here that was assigned to me said the credits must be spent in the store on accessories.
There is nowhere in the trade-​in terms that says that it needs to be spent on accessories.
A rep online even mentioned that you can just get the credit in-​store and apply it towards accessories and even bill credit if I wanted prior to even going to the store.
I understand that these sales people may have some sort of quota to meet for bonuses etc. but don’t blatantly lie to a customer.
Now due to this you lost
1. An upgrade.
2. An add a line
3. Accessories sales when the phone comes in stock.
4. All future upgrades.
If anyone needs to go to an ATT corporate store. Please don’t even bother with this store in Fort Lee and go directly to the one in Edgewater on River Road slightly past City Place.
They were honest and processed my trade in according to the terms and conditions and I’ll be going back to the same sales person to give him my future upgrades and accessories purchase.

Please don’t make any decision right away based on their suggestions. Please do your own research on-​line to figure out what they suggested to you is really a good suggestion. My experience with them is terrible. I can’t help but think that they tried to fool me. My wife and I have an old family plan with small 3G data plans. I wanted to see if there’s a better ‘mobile share value’ plan that could save us money, but offer more data and calls. The staff at this store only showed 3 options. 300MB, 1GB, and 3GB which are either more expensive than our current plan or offering smaller data plan than ours currently does. They don’t have any hard copy of their plan. On the way back home, I wondered how come there’s no 2GB plan? That was odd. Indeed, THERE WAS A 2GB MOBILE SHARE VALUE PLAN WHICH IS CHEAPER THAN OUR CURRENT FAMILY PLAN, BUT PROVIDES MORE 3G DATA AND UNLIMITED VOICE AND TEXTS! The guy suggested me twice, I think, to stick to my current plan. Why? In that way, I pay more money for worse data plan! This guy almost fooled me.
I’ve been on at&t since 2008, and there are better and HONEST stores out there. Those honest people would suggest you BETTER plans that are not even search-​able anywhere else! This store? They would hide a good one from you if they could. So, PLEASE DO RESEARCH BEFORE YOU COME TO THEM AND ASK FOR SUGGESTION OR HELP.

I really want to have something positive to say, since I’ve been with AT&T and it’s predecessor (Cingular) since 2004. I’ve really had NO problem with the national customer service, and the customer service is GREAT, but, unless you generate the customer service, you are on your own!
I waited here for two hours on September 20^th to get my new iPhone 5s. Yes, I am an Apple Fan Girl. I love my iPhone. It rocks. I am a slave to the ecosystem, but I like it that way. I have enough complication in my life. Make it simple, please? Thank you, Steve Jobs.
I was 7^th in line, but still didn’t get my phone of choice. Carriers come behind Apple stores in terms of getting the preferred devices. This is how it should be, IMHO. Heck, I’d have been at the Apple Store too – if one were directly across from my office, lie the AT&T store!
Here’s the good, bad, add ugly…
Good
1) AT&T…good national network. Overall, it’s good.
2) Free mobile-​to-​mobile minutes to other AT&T customers.
3) Decent accessory options… not great, but acceptable.
4) They are proficient at applying screen protectors and have a decent supply of accessories.
The Bad and UGLY.
1) High pressure tactics. They pushed me HARD to leave my two year contract for the «NEXT» program. AT 12 months, I would have paid slightly more than I would have paid for the phone up front AND, I’ll have to surrender my phone. I did the math. It’s a scam. It’s a way for them to get WAY more money than I’d have otherwise have paid. You’d be better off selling the phone on your own, should you want to upgrade. No thank you; I’ll take my chances and cough up the money for an early upgrade, if there is a compelling reason to do so.
I may be back in two years for my next Apple upgrade, but it just might be worth going ot the Apple Store instead. Yes, the lines may be longer there, but it’s such a better experience. Apple is, at it’s core (no pun intended) about SERVICE. The products sell themselves. I feel that the AT&T store reps are fundamentally sales people, pushing you towards a plan, options (insurance), or their new home protection system. Apple products sell themselves.

I was misled and my time was wasted. I called to inquire about the 64G 5S and was told there were none in stock. Then I was asked if I would be signing up for the Next program and, when I said yes, I was told there were 5 phones available and that they would take my name. When I arrived at the store the sales rep knew I had called and did not indicate that there was any reason to think the phones were all sold out (it was less than 5 mins from when I called). Since she knew my name and that I had called, she must have known I was coming in to buy one of the 5 phones available. Upon reviewing the Next program I realized the sales person was lying, as she repeatedly insisted that purchasing the phone (at $ 399 plus tax and upgrade fee) was equal to the 20 month long Next program. Just to be sure I wasn’t mistaken (and because she was so insistent), I calculated the fee in front of her and confirmed that it comes out to $ 740 over 20 months and that I am not interested because I do not want a new phone every year. She insisted twice more, repeating, «after 12 months you get a new phone», which is silly because I explained I wasn’t interested in that. I kindly and clearly explained that I will just pay cash. I was told to wait a minute. That rep left, and I was under the impression she was going to get the phone. She spoke to another representative and sent him to come speak to me. He started from square one, while the original girl stood a few steps away and watched. I explained to this new person that the other rep and I had just discussed that I would be purchasing one of the 5 phones I was told were available and he said «sorry, there is no iPhone 5S available». It seems that the store is reserving the phones for customers that commit to the Next plan. It probably is a great deal for some people, but if I don’t desire a new phone every year I shouldn’t be lied to. I saw the same exact conversation happen with another customer.

The staff is professional and knowledgeable but the line can get very long. They helped me several time and was happy with the outcome.

Staff is friendly and knowledgeable. They will try to up sell you if they can, but never pushy.

If I had reviewed this place last year I would’ve reluctantly given it a single star. There was a point in time where I waited 45 minutes online for the rudest human being to give me an inattentive 25 seconds of his time.
I’m not sure if they received complaints from customers or if it was an internal decision to improve, but this AT&T store has done a complete 180. We were greeted by a host the second we entered. She shook our hands and introduced herself. Asked for our names and referred to us by our names the whole time. Walked us over to a specialist and introduced us to him and told him why were there and what we needed. The specialist walked us through the process and explained everything we needed to know and more. Gave us 200% of his attention. I couldn’t believe my eyes.
So if you’ve been avoiding this place because of the lack of service a year ago, it’s time to come back. They have changed!!!