AT&T Store Cambridge Harvard Square

Please avoid this store. I went to add a watch to this line and they upgraded my plan without telling me and my bill doubled. Now spending hours with customer service cleaning up the mess they created.

Horrible experience trying to switch to prepaid. Went to this store based on someone else's review who did the same thing: go from regular plan to prepaid. I had nothing but bad manners from the rep here. He would not let me finish a single question, he would just start talking over me and ignore what I was saying. Once he realized I wanted to change a current $100/mo plant to something that costs $30/mo, he started acting confused and would not let me speak.

Duwan helped me smoothly transition from a postpaid service to a prepaid service, and answered any questions I had. It was a great experience after having just left a different AT&T location (Malden) who refused to help me with the transfer. Would definitely recommend Duwan and the Harvard Square location!

Please keep in mind that this review is being written during the pandemic. When I went to the store their were dried liquids on the surface and on the corners there was highly visible dirt. I mentioned this to the associate and he said it's cleaned on every customer interaction. I highly doubt it based on what I can visibly see. So if you visit the store be careful on the anything you touch.

Superlative customer service from Store Manager Eli Rodriquez. In the week prior to my visit to Eli @ the Harvard Sq store, I had to endure what could only be described as a customer-service-from-hell type experience. The problem emerged from my attempt to make a one-time payment on my account via autopay (I was in the process of changing bank accounts). After making this one-time payment I was assured by the AT&T employee with Whom I conducted the payment by phone that when the autopay renewal date arrived, that there would be no problems/interruptions of service, etc. However when this date arrived not only was I kicked off of autopay, but my phone was turned off for the better part of a day. To remedy this situation I spent more than 2 frustrating hours on the phone speaking with 3-4 different AT&T employees none of whom had a clue what the source of the problem was despite my repeated explanations. When I finally was able to resolve the problem, I was informed by the apologetic CS supervisor that they could provide no forum for redressing my grievances. When I visited the Harvard Sq store the following week to replace my SIM card, I mentioned my frustrating episode to Mr. Rodriquez, who was able to quickly grasp the nature of what had happened. In response, he quickly (by the time my SIM had been replaced) not only made sure that my account history noted this episode, but he was able to compensate me for all the unnecessary headaches by awarding me a complementary month of service. So in those few moments, Eli was able to transform my CS-from-hell experience into a victory for all. In short, Eli put on a virtual clinic on how customer service is supposed to work! Promote him please ASAP!