AT&T Store Norwalk Connecticut Avenue

If you’re looking for great customer service and knowledgeable staff, DEFINITELY look elsewhere. After being an AT&T customer for over 8 years, I went to the store on September 2020 to enroll in the $999.99 off the new Samsung Note 20 5G promotion. I spoke to TIFFANY, and I explained to her what I wanted to do, which was to enroll to the Unlimited Starter plan, trade in my S8 and S8+, and get the that promotion. She enrolled me in the Elite plan, which is the most expensive plan, and told me that they would have to order the devices since they did not have the colors I wanted. I got an email confirmation about the transaction, and that’s when I realized that she enrolled me to the Elite plan, which is significantly more expensive. I went back to the store and spoke to DEV. He told me that they have the colors that I wanted in stock, and that he would fix the error and take over the transaction. Everything was fine, or at least that's what I thought. Fast forward to March 2021, I am still being charged for the Note 20’s, because DEV did not apply my trade-ins towards the promotion but instead put them in the system as trade-in credits. After speaking to numerous different people between the Loyalty department and the store, in which each party was putting the blame on the other, I finally got to speak to the Assistant Store Manager, TONY. He admitted to DEV making a mistake, and said he was going to rectify my issue and look into it personally. A week goes by, I make an appointment to meet with TONY, and when I went to the store, he tells me that he spent a lot of time on the phone and he wasn’t able to go nowhere. He gave me his “word” we would call the regional manager and get to the bottom of it soon, since he recently dealt with a similar case like mine and got it settled. I said that I have no other choice but to go to court, but he reassured me that he would do everything he could to fix it. Another three to four days passed without hearing back, and when I ultimately reached out to him, he said there was nothing he could do about it. He advised me to call customer service again and have them look into it. By this time, I have spoken to customer service multiple times, they even created a case and gave me a ticket number, but still no results. During my text exchange with TONY, I asked him if the store manager MICHAEL, is aware of the situation, and he said of course he is, but OBVIOUSLY HE CHOSE TO DO NOTHING.
At this time, I am waiting on Customer Retention, which I guess is another name for loyalty, to finally try and solve the issue that was clearly caused by this store’s employees.
I would stay as far away for this this store, and AT&T in general. It is sad that they treat their customers that way.

Samantha was such an amazing help and had wonderful customer service. She was able to assist me with all my needs and able to answer all my questions. I will definitely come back for any further assistance through her thanks to her customer service.

I made an appointment on line for 12:30. When we arrived, Bryan was waiting there to greet us. Bryan gave us excellent and fast customer service! Not only did he upgrade my son’s phone, but he was able to lower my bill significantly. He also spoke to us about AT&T TV, which we decided to get. It was very easy to hook up, and we are now getting rid of Optimum (so happy about this!). By doing this, we will be saving approximately $250 a month!! Thank you Bryan!!

Had very good service so why one star because the staff member added a $15/month insurance charge to my bill without my approval!!! took an hour of waiting with AT&T to take this off. NEver explained to me. Shameful A SCAM!!!

Tiffney was honest, knowledgeable, and incredibly friendly. Awesome experience - thank you!!