AT&T Store Scottsdale Scottsdale Gateway

This store is super busy but customer services is great. I witnessed a few people walk in and get super upset because they had a long wait. These people working here are doing a great job at getting me set up with my new phone, luckily for me I made an appointment so the wait was not very long.

Customer service was amazing wait time wasn’t long at all highly recommend this location

When you go into a cellphone store you expect to be sold on things you don’t need and then receive a bill that is outrages! That’s exactly why I came into the store. I came in upset with the intent to switch providers. Not only did they explain things clear to me but there managers checked in with throughout the time I was there. This is a prime store of what good customer service is! As for previous store experiences, shame on them.

Brandon was incredibly knowledgeable, patient and helpful with a very difficult issue. I only wish we would have come to him originally instead of switching carriers and purchasing new iPhones online. It was also easy to make an appointment and they were running right on time.

Brand new customer to AT&T. Transferred 4 lines over yesterday December 6, 2020. I was planning on doing this online since I am 8 months pregnant but thought it may be easier to port everything over by going into the store. I had a great experience with the rep until I left and realized I never received an email of my receipt for my payment for the new phones. I went to create an account online thinking I could view it there. I was not able to create an online. I remember I had to provide my updated address to the rep several times since it is different than what is on my ID. I tried my old billing zip code and was able to create an account online. Once I logged in I realized my email address and billing information were incorrect. I have had AT&T wifi in my vehicle for almost a year. I told the rep this in the beginning so both account could be linked together. This account would have had my correct billing and email but was not used and is not linked with my phone plan. I was not able to link these online either. I have only been a customer 1 day so you would think I could update my information online if it is incorrect. This is not possible because you have to pay your first bill and wait 30 days from the set up date to change any information. My bill will now be mailed to the wrong address.

I called customer service today 12/7/2020 requesting to update my billing information, email, and asked if they could provide an invoice of what I paid in the store yesterday. The first customer service rep told me she couldn’t make a change within 30 days of an account being active and had to transfer me to a specialist. The 2nd person I spoke with told me the same thing and transferred me again. The 3rd person, Brenda, said I do not have an active account even though I was using my new phone with AT&T to call in. Brenda found my information eventually. She was not able to make any changes to billing or email. She told me the prior 2 people I spoke with did not give accurate information. I expressed my concern for someone else receiving information about my plan in the mail and was told she would escalate the issue and put on hold. I was on the phone for over an hour at this point. Brenda came back on the line to tell me she submitted a ticket with her manager and her manager would speak with me but was on another line at the moment. Brenda asked for a good call back number and said her manager would call me within an hour. I received no other phone call from anyone.

I convinced my husband and family to make the switch to AT&T to have a more affordable cell phone plan and this entire experience so far had been awful. Im better off going back to my old provider who at least provides decent customer service and has the correct information on file. No one cares my information is incorrect and no one can help me fix an error that I did not cause. I understand people make mistakes, we are all human, but it should not be this difficult after only being a customer for 1 day to update my information on file.