AT&T Store Ogdensburg Seaway Shopping Center

T.J. At the Ogdensburg retailer gave me the best customer service experience I’ve ever had.

I had gone to another AT&T retailer in Watertown the morning of; and although the retailer seemed knowledgeable in the pricing of plans and what would be best for my family it ended up ruining the whole experience for me. I purchased a new phone from that store, the man said we were free to run some errands and ensured us that he would have our phones set up upon return as he would install updates and transfer data to the new phone. When he came back he said “you’re all set have a great day” and sent us on our way. The phone process wasn’t complete upon return as it was was still downloading apps and setting up Icloud he assured us it would be fine if we left so we went on our way thinking all was good; when the final set up was finished we couldn’t make phone calls or send/receive text messages. I then called the Watertown store and they told me that I could go to any AT&T store to have the issue resolved as it “sounded like a SIM card issue”. I took my phone in to see T.J. At the Ogdensburg retailer and he immediately determined that they did not import my phone number correctly; he promptly fixed that issue. Then he stayed with me for an hour and a half while I was on the phone with Apple support (even though it was half an hour over the time that he was supposed to leave) for Apple to ultimately say that it was a hardware issue and that the phone needed to be returned. I then called the Watertown store and informed them that I would be coming back for a refund and they immediately started giving me a hassle telling me they knew how to fix the hardware issue and that I would have to pay them a “restocking fee” in order to refund it; to which I responded with “considering that they sold me a faulty phone I don’t see why I would need to pay the restocking fee” the man told me I should take it up with at&t customer service in order for them to waive the fee. I went back to Watertown and I got my refund for the phone and went immediately back to T.J. in ogdensburg. He got me a brand new phone and made sure it was set up properly, and he even worked on getting my girlfriend a new phone while we were there. During my visit; he ensured that we were on the best plan for what we would be using it for, he even made sure we had insurance plans on the phones as well as he set us up for next up which the Watertown store failed to mention. He also was able to allow me to trade in my IPhone SE for credit on the new phone I got; the Watertown store told me that my SE was ineligible for trade in. He was extremely knowledgeable and helpful from start to finish, cleaning up a mess that wasn’t his. The man deserves a raise! I never once felt like he was just trying to make a sale, and he made me feel so comfortable; as well as made me feel like my business was not only welcome but appreciated as well. I appreciate him so much; words could not even begin to describe!

Best customer service I’ve ever received! My wife and I met with TJ who spent a great deal of time helping us explore options, select the right phones for our needs, and was unbelievably patient with a massive data transfer since my wife has never deleted a text and had carried them over from her iPhone 3 days! You don’t receive genuine, friendly help like this anymore. I’ll probably never go to another store just so I can make sure TJ can help us out, what a great buying experience!

TJ is amazing to work with!!!! It’s worth the drive from Potsdam to Ogdensburg! He’s patient, helpful, and offered amazing customer service. A true gem of a guy.

Tj the manager was very helpful. My tablet froze and he fixed it and was very polite.

I have gone in a couple times to pay my bill but the guy who insists on asserting that he is the store manager i think his name jt says that i cant pay my bill in cash because atts covid policies says i cant do it when i had issues with my bill instead of taking a minute to help me he just told me to call the customer care number when i came in for an upgrade i almost didnt do it because the youger guy that was helping me was new and the manager kept butting in and it was very frustrating because he wouldnt let the guy just do his job i have friends who wont go in the store because of him so theu take the extra time to go to potsdam because they are willing to help with anything it seems that the "manager" will only help with stuff if it benefits him and i will make sure that my friends who have att know as well