AT&T Store Brookline Brookline

Worst costumer service and experience I’ve ever had. The store manager refused to help me find the plan I was asking for and told me to go online at my own time and figure it out myself.

Awesome team!!
Great customer service!

I recently switched my wireless service from Sprint to AT&T, along with moving my wife’s phone from her family’s plan to create a plan for the two of us. The entire process took over 3 hours in the store because the associate helping us was unable to figure out what to do without the help of the manager, who was busy dealing with a very difficult customer. After finally getting things set up and transferring our information via iCloud, my wife asked the associate “if I delete the pictures from this new phone, will they remain on my computer that is attached to my iCloud account?” After he said the pictures would remain on the computer, my wife deleted the pictures from the phone to create more space, but when we arrived home, she realized that the 5000+ pictures from the last 5 years were gone. We then called the store and spoke to the manager, who said he was sorry, but the pictures were gone. After seeing that the associate did not know anything about the service he is supposed to be providing, I looked at my new account information. At this point, I noticed the associate signed me up for AT&T Nextup, which I verbally declined twice. Again, we called the store to speak with the manager, who at this point became dismissive and simply said “call customer service.” After calling customer service, who was extremely helpful, we found out that we were also signed up for phone insurance, which was also verbally declined multiple times. To top off the whole situation, it turns out that the associate never signed us up for a family plan, but for two separate individual plans, which would have cost us more than $100/month extra. Thankfully, the customer service representative was able to adjust the plan to put us on the same plan and remove the services that we were signed up for, despite not wanting them. Overall, my wife loves AT&T’s phone service, which is why I switched over, but this experience has made me seriously question the training that is given to your in-store staff.

I’ve been using this store on and off for past few years. I used to use the Chestnut Hill store and had good relationship with the manager there until he left. Started using this store for the convenience. The current manager is the one I used to use in Chestnut Hill and he’s great! Helps you out with anything you need and is easy to work with. I had a bad experience with the former manager there so I’m glad he’s gone! I highly recommend the Coolidge Corner store and I refer many people I work with you go and work with Cesar. I have my wife and both my parents on my plan and we are all very satisfied with the customer service at this store.

The store manager of this location Cesar, helped me in a different location, He took my phones for trade in and they disappeared! ATT will not credit because they never received my phones! I have had one conversation with him, and now he has blocked my number and will not return calls The worst experience I have ever encountered with ATT since 1998! I have filed a complaint with the Attorney General