AT&T Store Scranton Scranton Siniawa Plaza

Giuseppe was excellent. He had patience and was so friendly and helpful. He made our transition from Verizon seamless. Very pleased with his manager also. She was friendly and a pleasure to work with. All and all, a great experience.

This location is a joke. The new girl manager is a disaster.

I had an insurance claim with assurion for my phone which I received and up to this point had the best experiences with at&t. I'm a loyal customer for many years now and never received this kind of service before so im actually pretty shocked. Anyway I get my phone and I was having trouble with making sure all my info transferred over to the new phone as my both parents past away last year and as executor I needed to make sure these documents transferred. I called and issue was resolved and my phone was going to be on the way. In the meantime same rep over phone frauded me on a promotion they were having around the holidays saying it was 1$ and no other fees, not even a monthly charge. I should know by now when it sounds to good to be true, it probably is. Same night same rep called me back to inform me she made an error with info she gave me regarding the claim price so she was knocking off 100$ to my next bill. Great.

Time goes by I get my phone. I get my bill and bam smacked with almost double from the 200 I normally pay with 2 lines. It took me a few days to call but when I did the rep told me to go into the store and that was only way I'd resolve issue and that they would be able to send phone back and fix this issue for me.

At&t Store day: I arrive at this location 330pm on a Saturday. Expecting the place to be filled with ppl but I was pleasantly surprised to see only 3 customers in total besides me there. I waited about 5-10 mins and was approached by the manager. At first when I explained the situation she seemed annoyed and vented some frustrations about the call center and how they have done this to a few ppl already and that she'd take care of the situation but that the rep should have resolved my issue over the phone instead of making me come to store. While we were speaking another customer was leaving and she stopped her to tell her to call customer service they will send you the sticker to send back the phone. She said her goodbyes and proceeded to tell me how she had a similar situation with her where she was over the 14 day period to take back the phone and how she felt so bad because she was elderly. All is good she doesn't have me sign in but told me she'd be right with me once she takes care of the customer that was ahead of me and walked me up to the front. I waited patiently and was just so excited this issue would be resolved. I sat for about 30 mins total time at this point since entry was about 40 could be longer. She gets done with customer and starts takin care of me looks at my account quick and states how she wouldn't be able to help me anymore that she couldn't take care of me and that I'd have to call loyalty or mobility. No explanation- nothing. I walked out of the door extremely confused cause how before she started taking care of that customer she made it sound that I'd be walking out the door with issue resolved. I had high hopes considering that customer who had a similar issue was walking out the door with hers resolved. I walked outside scratching my head in frustration cause at this point I def did not want to make another phonecall to anyone at&t explaining the same situation another time. So I walked back in and sat down and dialed loyalty.

After being on hold for quiet some time. I'd say half hour they finally came through with an automated voice to scedule a call back but it wouldn't be till Monday and it was Saturday and I'm already days past the return date. So I call the other number and waited briefly again and they said their system was down and to call back in 2 hours. I wasn't upset about that I was upset at this point that she mislead me and it was cause if she took care of me I would have took her through her lunch break because she left saying that's where she was going while I was sitting there. That was the reason I figured out at the end.

I understand they are understaffed and frustrated but to not take care of a customer because you want to go pick up your food for lunch is just ridiculous. Especially when at this point there was not even 1 other person in the store. If she did her job she would have found out loyalty system was down and she just would of had to tell me I needed to call them back. She never signed me in so I know im not in the system that I was there which frustrates me even more because of the situation. get a hold of your workers cause apparently this happens alot with this location upon reading reviews. I never would expect the treatment I received to come from a manager. This is why the other staff were of absolute no help when they are being managed by someone who is too worried about her lunch break.

Yesterday, we stopped by for help with the new phone our kids sent for my husband. We were fortunate to have Tyrin, help us. This young man is one of the best examples of customer service that we’ve had the pleasure of meeting. He greeted me at the door, helping me with the door, while taking the package from my hand. He was patient, professional and treated us with the utmost respect. He is an asset to AT&T, and in our opinion definitely has a great career in his future. Please pass this along to the powers that be. Sincerely, Diane and Richard Jablonski

This was the 3rd store we visited trying to find a solution to my daughter’s broken iPad problem. Keegan was extremely helpful!!!! He was able remedy the situation and actually help instead of trying to get us to “just upgrade”. Very knowledgeable as well. We will be coming to this location from now on.

I just walked into the store needing help and was handed printed directions like I was a bother to the associate all.while he sat on a chair looking like he was falling asleep like I was bothering him to do his job I worked retail for 14 years and would never treat customers with that level of laziness and disrespect I wish I knew how to call the manager very disappointed and very upset how me and my family were treated