AT&T Store Millbury Millbury

Terrible service from all three representatives. I've been with AT&T for over ten years, and I've never had a store experience worse than this. I came in to replace a SIM card, and was polite the whole time. They all took turns telling me why they couldn't help me, instead of looking for a solution. Kept turning me back to Customer Service, which sent me to them in the first place. I ended up calling Customer Service on one of the storefront phones, which took some patience but ended up resolving the problem. Store reps sat in a corner watching videos on their phones, in the meantime. Not one word from them on the way out. It seems they're just there to get paid.

Worst experience, Jordan the Manger changed my entire plan without my consent. He did not turn in my old phone for the rebate and they are trying to force me to pay for both phones I provided them to hand in. Now he won't help to resolve the issues. Plus there's an additional $150.00 added on my bill. I've called the 800# and they gave me the run around as well. Really disappointed to have this take place since I've been a loyal customer for many years. I had a hacked email address that they reinstalled on my new phone and cannot remove it.do not ever use this store.

Ask for Jason at the Millbury store! I needed help finding the best plan for me and he made it super clear and easy to make a decision. He steered me towards the best accessories for my S21 and he even got me a big credit for my old phone. Stoked!

Initial good review while in store and thought everything went smoothly until I got home but my plan was changed even though I was told it would be the same plan. I had contacted the store regarding the issue and they told me not to worry because my bills were being synced and everything would be fine after that process, Now I have spent three months calling ATT to try and get it all straightened out. Charged overages of $1000+ for my unlimited plus plan that was changed. Because of covid no paperwork is given out so I didn't even know my plan was changed until i started receiving texts about overages. I specifically said I didn't want to change my plan and was told it was the same plan. Be careful and ask for paperwork. They signed everything on a tablet "COVID19" where my signature was suppose to be so I never got to read anything. They limit touch on their devices because of COVID. Dealing with Customer services has been frustrating as they don't seem to follow through with promised call backs and promised credits for the days it took to get my plan changed back when I was told "not to worry" about the messages I was receiving and that it was going to be fixed within "24-48" hours. I have had issues with this location once before and had gone to CT to do a transaction before this one with no problem . I decided to try Millbury again but I was disappointed and now am dealing with quite a mess on my bill. ATT customer service seems to be mostly out of the country. I am still waiting for credit that I was told was approved but they don't seem to process it and everytime I call back I have to explain the situation. They say they are documenting the conversation but hours of calls only leads to a few sentences each time and its never enough for the next rep to get the info they need. I like their devices but will rethink ATT when I decide to upgrade again .

Mo was very informative both times I visited. He seems to know exactly what he’s talking about and he’s personable.