AT&T

We had a great experience upgrading my mom’s phone, cell plan, and adding an iPad to her service (the special they are offering at this time). Ade helped us. She was efficient, patient, friendly, and did a great job assisting us with the transaction. Thank you ADE!

Had Casey as my CSR and he was awesome. As soon as I entered the store, he greeted us and made my transaction smooth and was quick to sell me a Note5.

I had an awful AT&T experience starting when I went into the Providence Place Mall AT&T to file a claim for a cracked screen. Daquan the representative that assisted me logged me onto a nearby Ipad and sat back down and started texting. After unsuccessfully being able to log onto my account I was directed to call customer service in which I did. I was told due to a breach in data, my password was set to XXXX. I was then transferred to the insurance company and entered my new passcode into the automated touch system which eventually granted me access to an actual representative. The representative then asked me for my passcode in which I replied XXXX and was told they couldn’t assist with my claim because it was incorrect. I then hung up the phone and went back to the web app to file my claim in which the XXXX password worked and my claim was submitted. To not be without a phone a purchased a $ 50 phone for the two days it would take for my replacement to come in. Two days later arrives my new phone and I excitedly open it and call AT&T to activate my new phone. They had issues doing so and concluded it was I was calling from the phone that I was trying to deactivate so i should hang up and they would call me back when it was activated. Guess what? They never called back and not only was my new phone not activated, my temporary phone was deactivated. Being without phone I attempted live chat. Nope, they couldn’t help and instructed me to «call» customer service despite my not having an active phone. SO, early the next morning I went back into the Providence Place Mall to see if I could finally get the issue resolved. I walked into the store to Gustavo sitting at a table playing with his cell phone. Without moving an inch, Gustavo raised his eyes as if I was interrupting him. I went through the entire story and got this empty stare as if I robbed poor little Gustavo’s lunch money. I had forgotten my ID so he sent me on my way. After remembering I had another for of ID I went back in and asked if it was acceptable. Gustavo again enthralled with his phone said no. I pled with my case with Gustavo saying I did my part as a consumer and not only followed every step AT&T asked of me but purchased a second phone which was deactivated and worthless. Finally he said he could give me another SIM card and that I could call customer service to activate. Why Gustavo, why couldn’t you have said that from the beginning? After Gustavo’s feeble attempt to posture and intimidate me I asked who is manager was and he snickered as he called his manager over. The manager at least was tactful and listened with understanding as Gustavo stood there, arms crossed, shaking his head like a child. I did manage to eventually get my phone activated after calling customer service with the new SIM card. It just shouldn’t be that hard when you are in an AT&T store in front of a trained representative.

We were there yesterday and received the best customer service! I have been a customer with them for over 12 years and finally got great service! Thank you Gustavo!!!

Came here to get a new iPhone here and expecting there to be people to help us out when we walk in the door (which is what happens when we walk into Verizon and other places). Unfortunately we had to find someone to help us out and when we were looking for our specific iPhone they did not carry it and they recommended us to go to the Apple store. We figured it would be better to get it through AT and T as things would be easier to sort out but getting the phone through Apple was just as easy. Not terrible service but not the best we have seen. 3 stars for our experience.

I went in last Sunday for a phone upgrade and there’s no place to check in. After standing around like an idiot I was told which associate I need go to go to to check me in. Who was busy with a client making a sale. While waiting some girl comes running in and immediately gets service before me, and is already done checking out before I’m even greeted. Eventually (after 10 or 15 minutes) a female associate comes to us and gives me fast service. But I’m guessing she’s trained to immediately add a $ 35 protective screen to my phone without asking. So I’m charged an additional 35 dollars and it cracks within a week and I’m just told «you don’t need a receipt for it to be replaced for $ 7». Needless to say they will be getting a call from me soon and I will refuse to go to that location ever again.

I wish I could give 10 stars, I had the best experience at AT&T with Casey, the sales rep. He helped me pick out the perfect phone and open a new account. He was so professional, easy to talk to, and knowledgable. There was a glitch with their server when we were cashing out, so Casey and his manager, Gustavo, stayed after the store closed to make sure everything was perfect for me. It was the best customer service I’ve had from a cell phone store. You can tell these two are passionate about their jobs and they go over and beyond for their customers. I’m telling everyone I know who is in the market for a new phone to go see Casey and Gustavo. My boyfriend who lives in Newport is going to drive an hour to upgrade his phone with Casey, because he is that great of a customer service rep.

Acted like it was a huge chore to activate a phone, lacked enthusiasm. Just felt like a tedious chore for him, couldn’t move contacts from an iPhone 4s to an iPhone 6. I have worked in the service industry and this is just the opposite of how you are supposed to act? Left the store feeling very dissatisfied. Going to another at and t store.

What a fantastic experience. The staff were friendly, especially the manager Rob! They were able to help me with all my questions and more in such a professional and timely manner.

Tonight we stopped by the ATT store and we had some of the worst customer service EVER. Carlos was the rep that waited on us. We had several questions regarding service, data usage, billing, etc… He answered every question in a rushed manner that made us feel like he just wanted to get rid of us. He barely made eye contact when answering questions and his body language was very much…“I don’t care”.
Maybe these guys work on commission and he was not getting a sale from us… BUT…he’s supposed to SERVICE current customers !! Sometimes I wonder where do they get these people that are supposed to be «Customer Focused»

Have you ever felt like you were not heard? Ever felt lonely? Ever wanted to walk into a strange place and be greeted, almost hounded down? Well now there’s a place where you can get all of these things. At the AT&T of Providence Place, they provide you with service so great, you don’t get a minute’s breather from the service. The SECOND (and i am not exaggerating here) you are noticed, you are greeted by a salesperson. A salesperson, I might add, with eyes full of warmth and kindness and severe desperation. But ignore that last thing you see in their eyes and focus on the warmth and kindness.
Also, enjoy the «retail hovering». «Retail hovering» is when a salesperson follows you throughout the store, noting things that you are looking at. When they see an opening, they POUNCE, trying to make «an authentic connection.» When you have grown uncomfortable with this type of service, feel free to leave. And that guilty feeling of going in just to look? Don’t worry, it goes away. So enjoy the stifling grip of AT&T’s in-​person customer service. Their phones and service is fine and the store is located on the 3^rd floor so prepare to ride the escalators.