AT&T

Awful awful. I went into the store after having talked to an AT&T rep online, who told me that my issue would be resolved there. My 6-​month old phone had hardware-​related sound problems that I tried to fix by sending it to Samsung under manufacturer’s warranty, but they sent it back to me with even worse sound issues than before. Basically, the phone was useless, as I couldn’t even make calls. The online rep told me that the store would help me with a replacement device. When I got there, they tried to sell me a new phone. And when I said I just wanted them to give me a replacement device because the problems were not my fault and I tried to deal with Samsung once already, the rep RUDELY asked me, «Did you come here for a free phone?» I can’t even express the amount of disrespect that I felt here as an AT&T customer who had JUST bought an expensive phone with a 2-​year plan from them and been a customer for years. The rep called the manager over, who basically walked by for 2 seconds to repeat that they can’t help me.

I wish there was a «no star» or «negative star» review. This particular store of AT&T has the worst possible service ever.
As soon as I entered the store there is a huge line of customers wanting to sign up to be attended but no staff to talk to them. After we manage to sign up and after about 20 minutes when my turn comes, I was attended by a AT&T rep named Dexter and I mentioned that I was looking to buy a new iPhone 6 with a new postpaid account. He immediately goes and talks to his supervisor about what all documents I would need since I am not an US citizen and not a student. He comes back and tells me the most weird thing I have ever heard. He says that since I am not a student I will have to pay $ 500 deposit, but if I want to avoid that I will have to buy some equipment from that store for atleast $ 300 to waive off a $ 500 security. How exactly a purchase of $ 300 replaces the purpose of a $ 500 security deposit.
He also tries to explain me the benefits of doing this and explains the entire calculation which was obviously a total bogus. He was constantly pressing on the fact that I will not get my 500 $ back after a year and even if I qualify for it, the process to get it back is very tedious. So basically he was criticizing AT&T itself.
At the end I ask him if I can buy off the iPhone 6 device and pay the full amount right at that moment. He says the iPhone 6 is priced for $ 650. I totally denied that and told him that the price for this device has reduced to $ 549 but he did not want to accept that. I came home and checked the price for iPhone 6 on
and it was for $ 549.
This kind of poor customer service from AT&T is just making it lose on many potential customers (me being one of them)

Terrible service. As soon as I walked in a costumer told me I should write down my name on a board. Obviously the employees couldn’t care less so I had to ask one who’s shift was over to help me (he didn’t like that obviously).
Meanwhile, one of the reps was sitting for at least 40 minutes with a woman flirting and «resolving» her issue and laughing with her.
After waiting 25 minutes my name came up on thr screen and it said I was going to be attended by a lady. I came up to her and she was already talking to some other costumer and didn’t understand why I was approaching her. She reluctantly agreed to help me.
As soon as I showed her my billing problem she said it was something they couldn’t resolve and seemed to want to get rid of me without even thinking on how to help me. Then came probably the branch manager. He was equally unhelpful and rude.
After 2 minutes explaining and her not listening to my problem, she said I should call customer care online. Didn’t help me at all. She said it was something that costumer care handles (even though I resolved the same billing issue a few months back in that store). When I mentioned this she replied «When was this?»
The whole attitude of ATT reps is that they couldn’t care less. Very bad service in this store.

never go to at&t stores… i repeat never go to at&t stores!
the sales reps are shady, very dishonest. i recently purchased an iphone at the store in the galleria mall, at&t store. the sales rep told me with my new iphone i would receive/​get a ‘free upgrade’ only $ 1 etc.
1)) the rep tells me he will email me my receipt. almost 2 wks later i never get it. i had to return to the store to request for one, given to me by the actual store manager.
2) briefly after i go online to my at&t acct i find out that he added an additional line which cost $ 10/​month. it wasn’t just the cost but the fact that he also changed my plan to a 6gb plan. bringing my monthly bill even higher.
3)the manager there «rudely» his name by the way tells me he’ll look into the issue after he reviews the camera of whether or not i received the receipt. he was not addressing the problem but trying instead to cover his butt along with his sales rep.
the sales rep/​store managers i know get incentives for contract signups and additions to lines as well as plan upgrades. they don’t care about the consumers. they are nothing but greedy liars and manipulative reps.
never go the at&t stores… take my advice, this is the 2^nd time at& t reps have been dishonest to me.

This is what I wrote for AT&T customer survey.
I have to say, if I can, I will give you –1. It is a huge disappointment on your service. I have been your client for 10 years. I added additional line to my family plan, I specifically selected in store pick up due to my vacation next week. You let me waited for two days, after few calls, visited multiple locations to tried to pick up the phone and got turned away. Finally the store staffs told me you don’t even have the phone in stock! Shame, and you disclosed wrong pricing on my order too! I would recommend anyone NOT to use you if I can.

I rarely leave reviews at Unilocal but the associates at this store is absolutely rude, unprofessional and poorly trained. I went there twice and my problems weren’t solved both times. The first time I went in for a text message problem. The associate spent 10 minutes persuading me to switch to a more expensive plan and he ended up saying I basically had to call AT&T to get my problem solved.
The second time I went to the store, nobody greeted me. There are two associates in the store, one was with a customer and the other one was playing with his phone. The person with the customer pointed with his head to notify me to look for the other associate. As I was standing in front of the other associate he’s still on his phone. How unprofessional is that! And of course, my problem is still unsolved.

Rude, unprofessional, slow, helpless, It’s definitely the worst branch. Last time we were there we came to transfer 4 prepaid lines to a postpaid program. The employee who was trying to help us was struggling with her ipad for two hours, then said she accidentally did something wrong and cancelled our lines and now she doesn’t know how to fix that. It was 7pm the staff wanted to close and go home and kicked us out of there without solving the problem that they caused. They said we should call the customer service and ask for their help, and the phone customer service said they don’t understand what the employee did and asked us to go back to a different branch, a more professional branch, the day later. And thats only one example.

Wow what service was presented in this store! I walk in with my boyfriend to return some upgraded phones (Galaxy S4) we just weren’t wowed with the phones. We decided to stay with our iPhones. Well we waited 20 mins as everyone walked by us. Then a young girl walks in (maybe 18) and one of the guys walks right to her and ask of he can help her. I immediately said hello we have been waiting 20 mins. All he could say was sorry. I was floored. I will NEVER come to that store again. After this incident everyone was very awkward like we had to be handled with kitten gloves. Stay clear of this store it’s ran by young boys who clearly want to meet girls then provide a service.

Twice have visited this store in an attempt to get an upgrade from iPhone 4s to 5s. First time — Saturday afternoon, they were too busy, wait time was 45 mins according to store manager. Second time — Monday evening, nobody there but me. Customer service person asked me what I wanted, then spent 5 mins on his iPad before looking away and absent-​mindly saying «you need to talk to an AT&T customer service rep on the phone». Yeah… I thought you guys WERE AT&T … why cant you do what the phone people can do? Went away disgruntled.
BTW my visit to T-​Mobile store downtown Boston was approx polar opposite of this experience so seriously, seriously considering ditching ATT & going to TM.

This AT&T store will not sell you a brand new phone, even when you are eligible for an upgrade!
I went here yesterday to buy the new galaxy note 3. They had plenty in stock, but they refused to sell me one unless I would sign up for the «Next» plan. I did not want to do the «Next» plan as it is more expensive and I just wanted to sign a normal 2 year contract. They claimed they are a test store for AT&T and they only are selling «Next» plans. They said the 2 year contract is being phased out and they would not sell it to me. They said their computers don’t have the capability to sell 2 year contracts with new phones.
They directed me to radioshack and the two best buys in the mall. I went to all three stores and they were all sold out. So I went back to this AT&T and asked the sales people again if they could please sell me the phone which they had plenty of in stock. They still refused to sell it to me on a two year contract.
I had to go to the AT&T in downtown Boston instead. When I went there the sales associate was actually understanding and said the Cambridge store shouldn’t have refused to sell their products. She had never heard of a store doing the «Next» only cell phone plan. She thought the associates at the Cambridge store were just making it up so they could get more commission. The manager at the downtown store ended up calling the Cambridge store and complaining.
I got my phone eventually, and the downtown store gave me a free case for all my trouble. It shouldn’t have taken 4 hours for me to get my phone though. I’m still mad that I had to try all these different stores all over town just because this Cambridgeside Galleria AT&T store is inconsiderate and out for themselves.

I went to this store Last Wednesday when I checked online the Lumia 925 was in stock. The sale representative told me I was correct they had it but I can’t buy it at full price because AT&T was not doing it any more. I explained him I was not up to upgrade yet, and I needed it new phone, because my phone was broken. Also I mentioned him I could buy it online with no problem, but i did not want to wait. But he did not want me to sell the phone, instead, he told me to try in other store like bestbuy. I was really frustrated. I did not understand why AT&T did not want to support customers with broken phones. When I got home I called AT&T and asked then why I could not buy a phone at full price in the store if I can do it online. She told after consulting her supervisor that they had never heard about it, and I should have called them from the store to speak with the manager because this employee was making up his own rules.
I think The AT&T rep earns his living by selling new activations. I’m sure they have a small quantity of 925’s on hand and he would rather sell them to new customers. When they have 15+ sitting in the back room a month from now there will be no problem in selling it.
I drove to another AT&T store and I bought it with no problem.

I agree with reviewer Frank G.‘s summary of the excellent customer service at this store. Firstly, this is a corporate store, so they don’t act like other authorized retailers to tack on fees like ‘sim card fee’ + ‘activation fee’. Secondly, the staff is very helpful and friendly, and don’t talk down to customers (esp females like me who may not know too much about phones and plans). Twice I’ve been there, and twice I’ve been impressed with their sincerity and helpfulness. They don’t try to sell what you don’t need. I bought a pre-​paid sim card for my sister who was visiting for a month. The fee was only $ 60 for unlimited talk + text + up to 2GB data. Compare this with the authorized retailer newly opened in Porter Sq, who said the same plan was $ 65 + $ 25 sim card fee + $ 20 activation fee, and ridiculed me for believing otherwise. As long as I subscribe to AT&T and live in Boston, my husband and I will keep coming back to this store in Cambridge. There is the warm fuzzy feeling that we can trust these guys not to rip us off with extraneous fees and that they are competent in what they do.

So this review is partially for the AT&T store, and partially for the customer service I’ve received via phone –
I walked into the store a couple of months ago and explained to the employee that I had a Verizon number that I wanted to switch to the new AT&T line, and that I’d want to take the new AT&T number and put it on my Verizon phone. He looked at me and said «No problem!», I took my phone home and tried to port the numbers and what ensued was nothing short of maddening. When I did that, it killed my AT&T line. I had to call and speak to SEVERAL people before I was told that it would show up as an early termination (aka a 400 dollar fee). Oh, they also said there was no way to re-​activate that line of service.
After two hours on the phone (and many tears and expletives later), I was FINALLY connected with someone who managed to help. He suggested that I go back to the store, return the phone, and buy a new one. Then I could port my old Verizon number onto that AT&T phone (funny, because I ended up liking that number and never did the switch).
I went to the AT&T store, for the second time in less than 24 hours. Caricin was my sales representative and he ended up being really understanding and helpful. I walked in really agitated and tried my best not to cry as I explained the whole saga for the hundredth time. He apologized, got me sorted out with a new phone, and then told me he would waive the activation fee for my inconvenience. I walked out a happy little camper and immediately fell in love with my iPhone.
Of course, a few weeks later I received a bill for 400 dollars for a line of service that no longer existed. I had to call, AGAIN, and after explaining several times the situation, I was told I had to call the store and have them refund the account. I then called the store and was told that NO, only customer service could do so. But the manager of the Cambridgeside store gave me his name and number and said if they gave me a problem to have customer service call him directly. Called back AGAIN and was told they would have to open a case and would get back to me. It wasn’t until I took it to Twitter that it was finally resolved.
Three stars to Caricin and the manager (I seem to have forgotten his name!). Everything else gets a two.

I want to recommend the AT&T store in Chestnut Hill as I have had three carriers and this was the best for service, politeless, NO waiting time, and the best deal I have ever had!!! Great guys working there who are not entitled and rude as some are at other carriers… thank you for the amazing service and deal…

The least bars in the most places

Don’t ask me why i have att for a phone contract. I had tmobile they are good to. I just find it that i am so sexy for my phones that i want the best coverage and this one is the best. I love saying i use att it is like a prestige thing for me. For less money i could switch, i dont want drop calls.

I live in California and my daughter goes to grad school in Cambridge. Great service from Cory Brown on selecting an iPhone 4 and case easily cross– country. I’m grateful to the store…

This is by far the best location in Boston. The staff are always polite and professional. I have visited many times upgrading my phones, making payments, and buying accessories. The staff is knowledge and friendly. I’m usually in and out in under a minute (bill payments) and 5 minutes or less when buying a new phone. These guys really know their stuff.
I’ve visited other locations in Boston and have been ignored. I now go out of my way to make my purchases there. They deserve the commissions.

Due to a combination of the stupidity of our digital age and the potential atrophy of my own mental faculties, I just had the most horrendous experience trying to buy an iPhone. My own idiocy led me to forget my debit card in an ATM vestibule and my checks apparently bare a very strong resemblance to that of a scam artist, so I was left with a new shiny iPhone and almost no way to pay for it.
Although I was almost brought to tears multiple times today, THE STAFF AT THE AT&T STORE ARE AMAZING! Sully (Soo-​lee) moved heaven and earth to help me out, even whe it looked like I was going to have to reverse all her hard work and leave empty handed. She came up with about 20 different possibilities on ideas for me and finally, 7 hours, 2 livid phone calls, and 1 bout of mania later, a (finally) fortuitous set of circumstances allowed me to walk out of the Galleria with a phone.
I know that it may sound like this wasn’t a 5-​star experience, but the crap I went through really had nothing to do with the staff. They were all wonderful, helpful, patient, and completely understanding. I was nervous about making the switch from Verizon, but after today I feel like it was totally worth it.

So I broke my Blackberry and needed to replace. Had a really fun time up in this joint, actually, with a pleasant and knowledgable staff who set me up with a new phone, case, etc. I asked about several different phones, pricing plans, all that and got straight answers all the way.