AT&T

I didn’t get greeted, the employees are just having drawn out conversations with customers, I’ve been waiting for an hour for 2 customers to get helped and have 20 minute conversations about their life stories.

This store is phenomenal. Both times I have come in, I have been helped relatively promptly by very knowledgable employees.
But let me regress. My AT&T Wireless needs have certainly not be routine. I am a long term Verizon customer with unlimited data that I will never give up, regardless of always having to buy at retail.
So… Back to AT&T. It’s absolutely the only carrier that works at our country place in Mississippi. And don’t even ask about being able to get high speed internet. Without being «connected» I go into a state of panic, regardless of the serenity, wildlife & beauty. And don’t dare let me miss a football game!
It was the perfect excuse to buy a new iPad Air. What I needed was an AT&T data only plan. Voila, connectivity!
My plan included setting up service directly with AT&T, rather than the Apple Store, so I could determine the plan that best met my special needs.
I visited this AT&T store first a number of months ago and discussed the various options with an extremely knowledgable employee. But I didn’t have an immediate need. So I didn’t set up service at the time. Terrible mistake!
In early November, frustrated with the bad WIFi in my NYC hotel, I decided to activate service over the phone.
It was obvious that the sales person on the phone was clueless. So on hindsight, I should have immediately abandoned the idea. But I was desperate for connectivity and stayed on the phone for hours. Then I waited days for the service to become active. I was optimistic it might happen, since I was told it could take up to 48 hours.
When I got back to VB and still had no service, I called. After hours of attempting to correct the account, I was told I needed to go to a store. Easier said than done with my time schedule.
In yesterday’s mail a bill came for the entire period, even though it showed no data used. So I called… And was on the phone for hours and hours and hours. Final outcome… Go to a store. Today, even though sick, I did just that.
This AT&T Store is conveniently located in the Town Center corridor. The shopping center has been renovated in the Town Center architectural scheme. The store is extremely easy to locate, occupying the prime end storefront facing Virginia Beach Boulevard.
The store décor is as nicely done as the exterior. It is well laid out, giving a spacious feel. Even if one had to wait, this appeared to be a place where it could be comfortably done.
I was immediately greeted by a pleasant, nicely dressed manager who took my name and told me someone would be with me soon. I told him my problem was complicated, therefore I needed someone very knowledgeable. That he promised.
The names of those waiting are posted on an electronic board. So you know exactly your spot in line. There was a comfortable waiting bench if you feel no need to browse.
Greeting me to assist was Jonathon, who was friendly, knowledgeable and helpful. He immediately comprehended the whole horrid situation. It took him scant minutes to install a new SIM card & set up a new account. Things went great until he tried to input my credit card for the prepaid plan. It wouldn’t work with my PIN number.
This required my calling the dreadful 800 number. A rude employee told me my pin was wrong. Jonathon had me put her on speaker phone and told her he could sign into my account with the pin. She was just as rude to him as she was to me, bluntly repeating multiple times that the pin was wrong. All of this attracted a manager, who listened in disbelief. When we asked to speak to a supervisor, the Customer Service employee hung up on us.
Both Jonathon & the Manager were extremely friendly and nice. Jonathon asked me to return to the store tomorrow after the account had been active for 24 hours, giving me the hours he would be working.
I left, completely happy with the attention this store and its personnel gave to my special needs.
My final bit of advice: Don’t call the Customer Service 800 number. They are trouble!

This location has the laziest employees. We are sitting here waiting watching 5 employees dance to music and check their phones and not help any customers on the list. Only one employee is actually working. The manager forgot to add our name to the list. I’ve never seen so many lazy employees at one location. The att at hill top is much more efficient.

This is one of the best AT&T stores I have been to. Everyone know’s it’s always a pain to have to go in, but each time we went to the store to try to change our plan (it was a multi-​step process), they were always willing to help and happy to do so. We spent 2 hours in the store with Ryan as he tried to navigate through the process both with us and with customer service on the phone. It could have easily been a nightmarish experience, but Ryan was so helpful and down-​to-​earth, not pushy and legitimately wanted to help us just finish the process. Well done to the entire staff — I no longer dread going into AT&T stores.

If you are an AT&T customer, then THIS IS THE STORE YOU WANT TO WORK WITH!
I have been an AT&T customer (in its various iterations of AT&T, Suncom, Cingular and AT&T again) since 1998. I have always had great service, and when my rep and friend of some 8+ years left the company, I had to find a new store. he directed me to this location, and in particular, Gabby C.
Gabby has worked with us from day one, helping us with new products, service recommendations, etc. She has saved us a huge amount of money on our plans, and hooked us up with some really good deals. Of course, the AT&T service itself is unmatched by any company, and Gabby goes the extra mile to make sure her service follow suit. I know one day she will move onto, hopefully into management, but for now, she is my AT&T go-​to person. And I am a techie-​customer, so I am one of the hardest to please!
So make sure you drop by this store. It is always clean, neat, well organized, and usually everything is in stock. If its not, Gabby will do her best to get it in for ya!

I have to say I came to this place prepared for the worst after reading some previous reviews, but I just needed to try it. I was just too tired of my previous carrier and their very weak signal everywhere that I just thought it was worth a try. But it ended up being a very good experience, great customer service, right after crossing the door someone was greeting me and asking about how she can help me. And she did.
I have also to say that I was not the ideal customer they would be expecting. On the one side what they welcomed very well was the fact that I wanted to transfer from my previous carrier. However I know it was not ideal for them that I just wanted to go into a prepaid account and I was bringing my own phone to activate the line.
Some days previous to come to the store i gave a first shot online and got even support with live chat. The operator tried to buy me into a plan, however that was also a good experience in the end. I ended up getting a SIM card sent to my house for a price that turned out being lower than going to the store. She told me I had to wait for the card to come and could activate the plan by then. As for my wish to get my number transferred, she told me to all customer service once I got my SIM card. I was ok with that.
When I received the card, like four days later I called the number written on the instruction before trying to activate it. That was a very bad experience, they played me out on the phone, and after several questions they realized I was going to a prepaid account, so they told me to hold while they transferred me to the correct department. That was a line that started asking my number, which I didn’t have, since I haven’t yet activated it. I called again, I was outplayed again, I lost a lot of time and was disappointed.
I decided to activate the line and saw that I got a new number, which is not what I wanted. I tried the line they gave me again for customer service for the «correct department» but that is a fully automated system with no option for what I wanted, to transfer my line from the previous carrier. But to do that I made a filling into that line…
I felt really disappointed for that, i paid for the card to be sent, and I paid for my prepaid plan, and was not able to get what I wanted, as simple as it sounds. So I decided to go to the store the next day.
And that is what I did, and I was ready for the fight. But the girl that helped me there was very supportive. I explained what happened and she started immediately with it. I was fearing I would have to acquire a new SIM card, since I got a number activated, and that got sadly confirmed. She explained that in a nice way. But then the good news was, I didn’t have to refill it, she transferred the funds from the other card. And she did everything required to transfer my number from the other carrier, which was a lot of work. Even after noticing I went for a prepaid plan, she didn’t try to convince me to buy anything additional or to go for a plan. She worked to get me my number activated, and she succeeded doing so. And I didn’t have to wait.
So in the end of the day i got what I wanted and can only talk positive about this store. However I have to say the customer service on the phone was really a bad experience. So I recommend better to go to the store, and I can really recommend this one. And while I was there, other customers that arrived got the same good experience, there were enough service people there, we didn’t have to wait at all, and they were all kind and willing to help.

There’s one review here and a few on Google+, none of which are positive. Nevertheless we pressed on and found a completely different experience. Greeted on arrival, questioned on what brought us in and directed to in-​storeTech Support right away. AJ helped us out in about 5min, and made notes on account to get us a refund because a problem with the phone had made it use excessive data. Glad we had our own positive experience (and for at&t’s sake).

The basic of any business? Greet the customers. Not just me but the small army of disgruntled other customers who walked in after me as I waited. And waited. And waited. And became cranky waiting. And grew old waiting.