AT&T Store Surprise West Bell Road

Horrible customer service. The staff is not helpful at all, which tells me they are not educated or understand the products/ plans they are selling. Very disappointing and a waste of time. I will be looking for a new carrier as it’s obvious AT&T has enough business and doesn’t need ours.

Excellent Customer Service! I couldn't be happier with all the care, expertise and instructions I received from Jay Gilliland. I have a hearing device made by Cochlear. Jay took the time to research my device and downloaded it to one of the demo phones to make sure it would work. Jay also took the time to make sure all of my data and photos transferred over since I was upgrading my Android phone to another brand. We then used my LG phone to reconfigure for my husband to use. Jay also did his homework and found the least expensive way for me to be able to afford the new phone. We love this store and have always had fabulous service in the 15 years we have lived in AZ.

As a follow up to my previous review, the manager, Nora, refused to help any further with my account because I posted my previous review on this page. She went out of her way to let me know about the review, that she knows that I called another manager at another store about the situation, and to tell me that she cant help and my account will be escalated to her manager. I asked her to make sure her manager calls me. It has been a week and a half with no call. This is a horrible way to treat a customer. This in fact feels like retaliation. I called corporate again and spent a total of 6 hours and 23 mins on the phone with AT&T and corporate had to end up creating me a brand new account, which should not have had to happen. Nora was no help at all. However, I did receive the emails and phone numbers of individuals to report this manager and Jay. This store fraudulently made changes to my entire account. Additionally, you all posted below that someone would reach out and no one did. I will be escalating this situation per the corporate office as no one should experience the trauma that I have had to deal with because of this stores fraudulent behavior and practices. Horrible customer service.

Not good. No.
Came to this store to establish service and port from Verizon. Was advised a business account was best for me. Figured out three days later that business accounts do not permit connected car lines to be added to them. Attempted to work with them for resolution, and nothing yet. Very uninspired service. There is a management problem at this store.

I have been dealing with this store fraudulently letting my father, who has mental health issues, take over my AT&T account. I have spoken with the store manager, Nora, who has not been following up with me or communicating with me. I am constantly chasing her down and she has done nothing to help me regain access to my account. My father, who is on my account as an authorized user, came in to separate his line off of my account. In turn, this store opened a new line for him, just to get a sale. Additionally, they changed the name, SSN, DOB on my account to my fathers information KNOWING the information did not match mine. The store is not taking ownership in what they did. They are not calling me back. Nora is now avoiding my calls. No one at the store will provide me with the Area Managers information and now my bill is past due because I do not have access to my own account. What they did was completely fraudulent. An authorized user does not have access to take over an account in someone elses name. Yet, this store ignored the fact that my name is different from my fathers, SSN is different, completely different DOB and the store now is not getting back to me. It has been two weeks. All of this to get a SALE. Now my father has 2 lines for himself for no reason and I still do not have access to my account or line. AT&T call center said this needs to be fixed through the store but the sales manager cannot even return a call even after multiple messages left. Nora needs to be fired as well as the person who fraudulently changed all of my information on the account.