AT&T Store Colorado Springs First & Main Town Center

I tried for several hours to figure out my new phone. There were several things I needed help with. It was a pleasant surprise to walk in and there was no wait! Francisco offered to help me. I realize his job is to sell phones/plans but I was dismayed when I talked to him he wouldn't even look at me. He was too busy looking at his device. He asked if I had purchased insurance because then I had access to field support. Just so the reader knows--I wrote a great review about Kyle and John. Kyle helped me order a new phone and John (I hope that is his name!) helped me transfer all the info from my old phone to the new one.

Kyle was great to help me order a new phone and get me added to my daughter's plan. John helped transferring info from my old ph to the new one. I appreciated him getting the bluetooth swithced in my car as I know he certainly didn't need to.

I would give it a zero if I could. In June 2020 I went to the store to replace my 3 year old phone. I Got my new Samsung phone and was told by the salesman that the credit for trading my phone in would be on my bill in 2 to 3 billing cycles. It is now November 2020 and no credit. I called customer service and found out that my phone was never turned into trade in. I went to the store and tried to resolve the issue and was told that my phone was bought on a promotion. I told them that the salesman told me that my trade in credit would be on my bill in 2 to 3 billing cycles. He told me that at ATT and credit should be right away. When I told him that for a second time, he then said that I owed 180 or so dollars on the old phone. Not true. If it was true why did the salesman tell me that the credit would be on. The manager told me that he could do nothing. I said I do not believe that you are covering for the salesman. I even asked if the salesman was even there and he said probably. I do not believe that either. I did tell them that I was going to talk to an attorney I know. He then said said that he could not talk to me anymore. As I left the store I could have been a real jerk and yelled to everyone that AT&T screwed me but I have too much class. This is not over. AT&T screws over there customers. By the way, in the 7+ years that I have had AT&T I have never been late on a payment. I just read another review and 2 to 3 billing cycles is mentioned. But they never do that. HaHa

I've been inside this store twice. Once when I got the phone/service and the 2nd to try and get an issue resolved that my initial encounter created.
I got the service almost a year ago due to a promotion I saw online and called the store (this one specifically) to verify they would honor. Of course, they said they would.
I get in the store and the sales guy seemed new. First, he told me that they would not honor the free phone, then after he speaks with his manager, his manager approved it and said it would be a credit on my account. It took him 2 tries to set up the account and misspelled my name in the set up.
Two months go by and I notice there has yet to be a credit for the phone, but I knew that was normal as it can take up to 2 billing cycles for a credit to appear. The 2 cycles go by and nothing.
I call customer service and was told I was going to get a credit. I call again a month later and was told I wasn't and had to go to the store that set up the account.
Then pandemic hits and I am unable to get into the store until July. I was assured by another sales person (who says he also spoke to his manager) that this will be resolved but to allow up to 2 billing cycles..
Needless to say, it is now 10 months in and I have yet to see a credit on my account for the phone.
Polite and friendly gets you so far but don't allow shady sales people to represent your business; and if it is a training issue - a Senior sales person/manager should have spoken to me when I set up the account initially to ensure that everything was done correctly the First time.

Terrible customer service. We were told we had to go to a corporate store to fix our phones issue. The employee lied to us telling us that they couldn’t and wouldn’t fix our Brand NEW phone. We went to another AT&T store that was not a corporate one. Employees fixed our problem very efficiently with no hassle. Also informed is the other store had everything needed to fix the issue