AT&T

Anthony and José are awesome. I felt like they were really looking out for my needs as a customer while informing me about the benefits of the products I was buying. Because I trusted their opinions, I bought more and was satisfied with the experience. So rare to find people like that in NYC these days. Seriously, employees like that are the reason I stick with AT&T.

I walked in today to 1) be an AT&T customer for the first time (switching from Verizon), 2) be added to a family plan without the primary account holder present in person, and 3) get a new phone.
Reggie and Kevin (manager) helped me very patiently and cordially during almost 2hour process. Because the account holder (my friend) was not physically in the store, they needed the my friend to call customer service (CS) to add a note to her account saying that AH permits store rep to add a line to the account for me. My friend had to call CS three times because things were getting lost in translation and CS kept writing notes that were not helpful. During this almost 2hour ordeal, Reggie and Kevin did their best to make the communication as clear as possible and helped me feel at ease. I even asked for a phone charger for my ancient iphone4 cuz the battery was dying and I needed to speak to my friend, and they looked everywhere to find a charger so I could charge my phone.
There seemed to be a lot of representatives standing around in the morning but only because there weren’t that many customers in the beginning. Towards the end of my 2hour journey (~1:00pm), a lot more customers were in the store and they attended to everyone.
Reggie did his best to jump back and forth between the other customers who came in later for a quick request and attending to my issue. He also clearly explained the difference between the two phones I was considering (i6s and i6s+). Also he made sure to do everything we can be doing while waiting for CS to do their job, so that we don’t waste any more time (such as picking out the phone, figuring out billing, etc etc).
If I saw the 1-​star comments below earlier, I would not have gone to the store, but I didn’t check Unilocal before going and ended up having a great experience, so I guess it all worked out.
Location is short walk from Starbucks — I needed that for my longer-​than-​expected stay.

Excellent service. Anthony Rios and his awesome managers helped me with no issues at all. I had already been pissed bc the phone reps at AT&T worked my nerves but these guys made all of it better. They were kind, courtesy and cared about making sure I was good and a satisfied customer.

Ugh. I really don’t want to spend the time reviewing this horrific store. Oh, and did you see this about how ATT is giving the NSA people’s browsing history?

Great service! Walked in and was introduced immediately to a representative to discuss a phone upgrade. Within minutes he had my account details, showed me comparison reports and made recommendations. As I only had 20 – 30 minutes he suggested I come back when I have at least an hour just in case there were some hiccups. Impressed!

This place is the worst ATT I’ve ever been in. There are 4 associates and they stand around with only one person being helped.
All I need is a damn SIM card. These guys forced me to walk up 10 blocks to a much more helpful staff

Very rude staff. When we came in there one guy met us, but he was very impolite. He couldn’t help us, he was very nervous.

rude staff, 7 of them in a circle chatting with each other, ignored me for way too long. bad customer service

My biggest complaint is that AT&T always gets 4 or 5 bars indicating a good signal in Penn Station, NY, NY. Unfortunately, you cannot text, make a call or get a a web page. Very frustrating. I have called to complain several times and customer service didn’t seem to know what Penn Station is or why the service is a problem. Sigh.

There is good news and there is bad news. Let’s start with the good news.
I had an AWESOME customer service experience today, went in to get a case and the box was slightly damaged then the case itself was a little «dirty» but nothing that couldn’t be cleaned up. The manager (after hearing the bad news below) was kind enough to discount it for %50. Needless to say, it had enough of a positive effect on me that I was compelled to write a review.
The bad news: It’s impossible to have an entire roster of amazing employees in retail, if you’re really good at your job you get promoted and eventually moved to another store. I got one of the guys who probably is not getting promoted any time soon. I went in for a new phone weeks ago after my beloved HTC M8 started acting up and met Adam? (starts with an A). He talked fast and confused me, upsold the bejeezus out of me and finally ONLY seemed to mention options for me that benefitted him in some way. Ultimately nothing happened that day, because I wasn’t really clear on options, and one of them included having to deactivate my wife’s phone to use her upgrade. A week later, I return, ready to get a new iPhone 6 (which they had the week before) and there is my buddy Adam ready to go. Before he went to check on the stock, he wanted to know how/​what route I was going to go, when he got back he said they were fresh out and that I should walk down the street to the next store to get one. He then gave me HORRIBLE directions that ended up with me getting lost and eventually just looking it up on my phone to find that it was several more blocks away in a different direction.
When I got to the new store, the service was great. The sales guy Joel was awesome, and had a decent beard which I could respect. His manager was also legit, and they both walked me through the options, including one that I wasn’t even aware of because Adam hadn’t mentioned. Eventually, Joel TALKED ME OUT of buying a phone and said I should go to the service center to get my buggy phone looked at because it’s still under warranty (this benefitted him in NO WAY). So I did, and voila! They gave me a brand new phone.
In a messed up way, I got everything I wanted. Long story short: stay away from Adam but everyone else was legit.

For the full saga, check out my review of the AT&T authorized dealer on East 34^th.
Plain and simple: useless.
I needed a SIM card. Was told by the rep on the phone to walk into a company store and ask for one. Here’s how it went:
Lady: Can I help you?
Me: Yes, I was told to come in to get a SIM card for my iPad Air.
Lady: There are two people ahead of you and there will be a twenty minute wait.
Me: For someone to literally hand me a SIM card?
Lady: Yes.
Me walks out.
I went to the store on Madison and 47^th and walked out with the SIM card in about a minute. Screw this store and their BS.

Gave three stars just cause of the person who was helping me out. Too bad I don’t know his name.
All in all my experience in there was far from satisfactory.
The girl at the front told me and my man there are two people in front of us so we’ve decided to wait. Imagine our surprise when I see my name fifth on the list.
And the manager is a whole different story. I’m guessing he did not like me and my boyfriend cause he just kept walking around and talk to every customer in there but us. Maybe he just thought that we were not worth his attention.

I came to this AT&T store to transfer my account from T-​Mobile. During my transaction, the store associate I dealt with was very nice. She even walked to another AT&T store nearby to get me the red blackberry that I wanted. I purchased a phone for my mom that came with a $ 50 mail in rebate and she also promised to waive 2 out of 3 activation fees from my account. She handed me all of my purchases in a bag and said everything was in there. A seemingly good experience.
When I got home I noticed that the rebate was not in the bag so I emailed and called her immediately. She replied to my email, apologized, and asked me to send her the information for my mom’s phone and she will send out the rebate. After confirming she sent out the form, she started ignoring my emails and calls. She never returned any phones and only returned one or two emails. In the last email exchange she gave me a number to call and they have no record of it. The AT&T associate stopped replying to my emails all together. This was now 9 months after I had bought the phones and 7 months after she claimed she sent in the rebate form. I eventually had to call AT&T, spoke to several different representatives who were very rude and unwilling to help until finally I was connected with someone who was able to help and gave me a statement credit.
Furthermore, the activation fees she promised would be waived were not waived. I had to reach out to her and that was one thing she did address.
I was not happy with the way the associates deal with customers and I believe that AT&T only credited me money because I had the entire exchange with the associate documented via email and threatened to contact the BBB.

I cannot say enough good things about the employees at this AT&T store. After facing some rude staff at the Soho store, I visited the Empire State Building location with the goal of buying an iPhone 5 at full price. (I was unhappy with my recently purchased S3 and not eligible for an upgrade). An amazing retail sales specialist named Jose said immediately, «You’re not going to pay full price. I’ll make sure we take care of you.» What surprised me was that he meant it! I walked out of the store with an early upgrade and accessories for HALF the price I expected to pay! Jose and his fellow associate Evy (as well as the store manager Christian) all went out of their way to deliver top notch customer service. Prior to my visit I had considered switching to Verizon. Now I’m happy to call myself a loyal AT&T subscriber. :)

At the very best, this store would suck just for being AT&T, but even for them these guys were extraordinary. I qualified for a special deal regarding my iphone. They jerked me around for months, took money out of my account to be held in escrow (after swearing that such a thing wouldn’t happen), gave me a different answer every time depending on who I spoke to, and eventually cost me a few hundred dollars in time AND hard currency only to never even follow through on the deal in the end anyway. I called and emailed my service person and the store manager several times during my ordeal and never once had even a courtesy response.
Avoid like the plague. Thieves and shysters.

Pro: Location — Empire State Building North side. Legendary service.
Con: It’s still ATT
So my business partner gets his Iphone stolen (lifted by dragon lady and hood rat) in Canal street and was freaking out not having a phone with him… We ended up in this ATT store because it was right next to our hotel for the trip.
Comes Tiepla. Wow, I have never seen an ATT sales that was able to take that much abuse from a Verizon happy IT nut. I was whining about he should just switch to Verizon the whole the time, in the store, in front of her. Not for a second did she even acted out at me and was able to counter my biased rants. Most impressive for a ground floor sales, most time a manager couldn’t even handle it.
He left the store with a Atrix and a smile, I left with a good impression of tough skin NYC native.
Bravo, Tiepla. I may still want to burn down ATT stores on sight, but you did a damn good job keeping your happy smiling game face on.