AT&T Store Greenwood Village Cherry Hills

In the many years (going on 20+ I believe) that I have been an AT&T customer, I have historically always been able to visit an AT&T store when I needed in-person service and received a seamless style of support from knowledgeable agents.  For the first time today I had two different representatives at two different stores shirk responsibility for my reasonable request.  I was told that MY problem was  that they were not a corporate or prime store and point fingers of blame at each other.  I was then told that the record of the product that was previously sold to me by AT&T was no longer accessible in their system and that I would have to handle any further purchased product replacement on my own.  One AT&T agent even denied that the other AT&T store existed saying I could not have come from that store as there was no store at that location.  In the end, these are corporate problems in training, competency, business continuity, and operational limitations that should not be placed on the customer to solve.

What I learned from my visit today is that AT&T is not behind their agents nor franchises who represent them nor the products that they sell.  If that support structure was sound, I would not have been exposed to this type of back office politics and failure to deliver value.  If these are leading indicators to service standards to come, I am concerned.  Having worked in telecom for a decade and at the executive level, I find this troubling.  I have family that works for T-Mobile at the executive level and they do not seem to have these problems.  Perhaps you can explain why this is my experience.  Please spare me excuses of circumstance and unaccountability for they will only be dismissed and passed on to friends and family.  I happen to listen to AT&T otherwise.

Thank you for your attention in this matter.

Julie and Amber were excellent - very helpful and informative when we upgraded our phones. I highly recommend this location.

Amber was very patient, kind, helpful and a true professional in helping my daughter upgrade her phone.Amber was also great in pointing out how to better our wireless plan and save us money to boot! We will definitely go back and work with her at this store in the future. Thank You!

I posted a review 3 wks ago - zero response from the store manager or AT&T. I see your store's still treating customers rudely and losing business in the meantime. Nice job.

AT&T: Are you planning to address customers' urgent and serious concerns about COVID store re-openings and potential bias (or just plain rudeness) in how store employees decide who's allowed in as a customer and who isn't?? Or are you ok losing our business?

We came in because we had a question regarding my account. The 2 employees would only allow 1 person per family in the empty store. They refused to speak or allow us in the store without a mask. I was at a different AT&T store yesterday which did not have such strict rules. While my husband talked about our bill, I was going to look at phones for my son to upgrade as well. They lost my business. I will not be coming back to this store even though it is the closest.