AT&T Store

"I was greeted at the door by a store rep that proceeded to help me trade in my old phone and get an upgrade on a new Apple15 Pro Max. I saved $700 on the purchase price. The rep provided valuable information to me, such as, comparison of my old phone's features (Apple12) to the Apple 14 and Apple15 phones. I was very pleased and very satisfied with the service I received and I left with a new phone that was ready for use."

"Hands down the best experience ever. I will be having all of my family move to AT&T. Chris and Jenni were such a delight to work with. They made us feel really comfortable."

"I don’t even know where to start except you have an exceptional employee - Devionte McKinney. I walked in the store (3 rd one in 2 months and 6 calls to customer service) and started in tears with the experience I have had with outside sales rep John Millet and billing errors. I brought in all my paperwork from Sales Rep , billing statement and bank automated payment records. He took the time to calm me down and work with me for 3 hours to try to correct the mistakes of others within the outside sales team. He was patient, knowledgeable, compassionate and dedicated to service. He is an incredible asset to your organization and I was fortunate to be able to work with him today. Please take time out to met this outstanding employee, and give him the recognition he well deserves. This also says a great deal about his manager to attract great talent such as Dee to his store and team."

"So where do i begin, first, the store was completely beautiful and clean, everyone that came in Chris F. greeted them kindly and professionally. Chris F was very knowledgeable about service details and payment service. We came not knowing exactly what we wanted, he explained all of our options very detailed he helped restore storage and lost accounts he went above and beyond if I could give him a 10 star I would. Chris F deserves a seat with the CEO. He was absolutely amazing anytime I need anything. I have no doubt that I will be going only to Chris F. Such a kind, loving soul, he had more than enough patience to deal with me and my daughter. I saw as he engaged with his other coworkers. They were very fond of him very nice warm he just he’s a awesome person. Thank you so much for all of your help xoxo"

"Short version: Jay gave me the best customer service I have had in the last 5 years. I hope he is recognized for his outstanding commitment to customer satisfaction! A picture is worth a thousand words. What you see is the third attempt at a restoration of my wife’s iPhone 12 when I was returning her iPhone 15 that she didn’t like. That try proved successful. It’s dim because it’s dark outside and the store lights were off. The time is PM, not AM. Thank you, Jay!! Long version: Tonight I visited this AT&T store to return an iPhone 15 for my wife. We had upgraded our phones to 15s the week prior after a representative came to our house with some good offers since we had also gotten AT&T Fiber installed. The phones seemed like a good deal. I liked mine but my wife, after a week, really didn’t like hers. So, the account being in my name, I went in to return it. Before I walked in the door, I had at least 5 strikes against me: First, the representative who sold me the phone should have processed the return but she sent me to the store instead. Apparently this is a point of frustration for the stores. Second, I was returning a product rather than getting any new products or service—not exactly a money-making visit. Third, I hadn’t transferred all of the data on the new phone back to the old phone prior to coming. I thought I needed to do it at the store. Really, that part should have been done before walking in. Fourth, I hadn’t ensured that everything was fully backed up to iCloud. Turns out text messages are a little finicky about being backed up. Especially when you have 60,000+ as in my case. Fifth, it was 6:45 pm and they typically don’t set up phones after 7 pm since they close at 8 pm and it takes a while. A long while in my case. 5 strikes is the making for a gruff customer service experience. Could I blame them? Instead, I received the best customer service I have gotten in the last 5 years. Jay initially tried an iCloud restore. After an hour, everything was there except the text messages were incomplete. Jay knew that wasn’t an acceptable outcome for my wife so, at 8 pm (closing time), he tried a second iCloud restore. After an hour, that was similarly failing. The phone stopped syncing because it was overheating. iCloud couldn’t handle the restoration process. The store had been closed for an hour. It was just Jay, the manager, and I left. Everyone wanted to get home. Jay quit that restore and said we’d go the long but sure route of a phone to phone restore. The store lights were already off. Jay said that he knew that there was only one acceptable outcome and that we’d get there—he just wasn’t sure how long it would take. An hour later, around 10 pm, I was able to leave with the old phone completely restored! Throughout the process, I sincerely appreciated that Jay wasn’t interested in “having made a good effort”. He knew that results were what really mattered. Please, everyone in customer service, take note. That is music to a customer’s ears. Thank you, Jay, for going the extra miles and getting the job 100% done. Excellent. 10 out of 10. A+."