AT&T

I’m afraid to buy anything else here… it is hard to return items that don’t work/​malfunction. The customer service and management here are bad (even worse than other ATT stores) I have a decent sized contract with multiple phones (work and personal) spending thousands monthly with them over many years and they treat me very poorly. It is all good though life is too short to upset over stuff like this. If you have a choice choose another location with better service

Went in yesterday to buy the new iphone. Upgrade ready, I was told to sign in, as if this was a concierge.40 minutes later, and after watching the AT&T retailer employees lackadaisically chatter with each other, I walked out.
The thing about retail is that you’re there to sell. It’s not an experience. It’s not a destination. It’s a place to buy stuff. In this case, I didn’t buy stuff. So the transaction wasn’t successful. I went elsewhere.

I’ve been in this store twice — I like to go places a minimum of two or three times, to give people a fair shake before I review them, because first impressions are not always accurate. If the first visit is bad but the second time is good, I’ll give it another shot for best ²⁄₃ before I write a review. And I’ll try anything twice, but if both times are terrible… I’m done. No more chances.
Both times I set foot into this establishment, I already knew exactly what I needed (I had no questions; no more info needed; no need to hard sell me, I was there to buy). I already knew how much the item I needed cost, had the cash in hand, and was ready to roll. was slightly pressed for time. I had 20 – 30 minutes to wait for someone to be free to check me out and complete the process, but I certainly didn’t have all day.
My first visit was in the afternoon on a weekday a few months ago. My iPhone battery was nearly dead and I didn’t have a car charger; I popped in to buy one. The store was empty of customers, but I still was not greeted right away because the employees were standing around talking to each other.
After only a moment though, a man came over to assist me. I told him I needed a car charger for my iPhone5, but the Apple one, so it will fit into the port with my case still on. He showed me another brand, stating that it was cheaper and promising that it would fit. On his word, I bought it stepped outside to my car and tried it before I left the parking lot. Surprise! It didn’t fit.
I took it back inside, on the verge of running late, to return it and get the one I originally wanted. He suggested that I keep it, but just pull my iPhone case off to charge in the car because it would save me money. Umm. No. I want the thing I wanted originally and I want it now. I would rather pay extra for the convenience than to save a few bucks and have to fiddle with my case every time I needed some juice. So, he S-​L-​O-​W-​L-​Y refunded the first purchase and check me out (finally!) with the charged I knew I needed in the first place.
WHAT A WASTE OF TIME!
And then we come to today.
For complicated reasons I won’t get into, my iPhone5 died this morning. Fine. But I NEED a phone. I figure, I’m right around the corner. I’ll pop into the AT&T store and pick up a new iPhone5s, No big deal, right? Wrong.
I walk in and I am not greeted. There are a lot of other customers in there, some being helped, most just milling about. I also begin to mill about. For like 15 minutes. Five minutes behind me another couple comes in. And five minutes behind them a man. FINALLY, an employee comes and greets THOSE PEOPLE because they are standing there un-​moving and silently demanding attention, but not me. He goes to put them on some kind of waiting list (still ignoring ME!). Somehow I make it on the list, but I am not asked what it is that I’m looking for or needing. Why is there no triage?! I literally knew the phone I wanted, how much it would cost, and had the cash in my hand.
In other locations I’ve been to, I’m asked if I know what I’m looking for. Yes, I need A, B, and C. Ok, it goes in the notes. And five minutes later, an employee comes up to me, «Hi there, I understand you need A, B, and C? Great, I’ve got that right here in my hands. If you don’t have any questions, we’ll go ahead and check you out and get you on your way.» But not here.
Nope. Here, they had TWO employees helping ONE COUPLE, who were purchasing ONE PHONE. They had one employee leaning against a counter, just chit-​chatting with a customer as if they were old friends catching up. Another employee was literally sitting at a table with this old lady who must have been a million years old. In fact, I bet that person is STILL sitting there.
But I figured that the employees, seeing the queue gathering, would step on the gas a little. So I waited. For another 25 minutes. I have now been standing around this store for nearly 45 minutes with one person literally only asking me my name to put it on a list. I finally said forget it, and left.
I drove to the Lenox Apple store, which was flooded with 100 – 150 people, but I was greeted right away — I told them what I needed, and I had a new phone in my hand and I was out the door in less than 20 minutes. By the time I drove BACK past the AT&T store, I bet my name had STILL not made it to the top of the queue to be helped.
So, if you have a ton of time to waste, you enjoy being ignored, and prefer that people attempt to sell you thing you don’t want/​need… then this is the place for you. But if you don’t have time to mess around with that kind of non-​sense… then don’t bother. This location is so poorly managed and run, I’m shocked they are ever able to sell anything at all.