AT&T Store Madison Madison East

Management seems to have changed. Messed up the check ins, absolutely zero urgency or organization.
You can't walk in and just buy a phone? What happens if someone wanted a pair of headphones? Is that an hour wait? They removed the price tags from some of the phones so you can't compare while waiting for someone to figure out their apple watch nonsense.

My wife and I went into the store to upgrade our two older phones. We made an appointment on-line thinking it be helpful. We entered the store and where greeted at the door by a sales person. We mentioned the appointment but was not asked our name or did he give us his name. He asked what we needed and I mentioned the upgrade which was also in the appointment e-mail. As we expected Brian showed us the newest and greatest available phones. At that point we mentioned that we don't need that level of phone or wanted to pay $1700 could we see your lower priced options.
Brian then showed us the area where the much cheaper phones where displayed. This is where Brian completely disengage in having any interest in helping us with our phone needs. As we started to look at the phones Brain stepped aside from us, turned his back to the table of phones we where looking at, crossed his arms in front of his chest and started watching the TV behind us. I have never been more insulted. In the past I have gotten good in store service from this location. I always try to do my business in person but this experience has changed my mind at least with this ATT store. I then interrupted Brian's TV watching to ask to help turn on a couple of the phones on display. Neither of the phones work. Brain said that they must not have been charged. I then asked Brian if the one phone that we got to turn on was in stock. I only did that so I could ask my wife if she saw the same thing I did. She was just as shocked as I was. We were hoping to have new phones today. When Brian returned we said the we will order our new phones on-line, asked for his name an left the store. Before I left I should have asked to see the manager but being so mad, it wouldn't have been the best time to have that discussion. 7-29-21, 4:00 PM. Check your cameras.

Please change your store hours online to reflect the paper print out that is taped on the door.

Best customer service received today by Madison. He was very patient and help my family and I through everything and tried to get us the best deals!

It seems every individual employee of AT&T has been trained out of a different manual, and with an apparent lack of any supervision or accountability, why would they care how their customers feel when they walk out of the store? The last time I tried to fix an ongoing billing mistake (my 4th visit about the issue) I was told the mistake can’t even be fixed at that location. Not sure who could have told me that the last 3 visits, but to top it off, I was also given “personal” attention by one of their lower level employees, who made several remarks about my fiancée and I—easily within earshot. They handle security issues with complete disregard for, well, security. Back to that billing matter: I am paying for 3 phones. At face value that’s not too extreme of an announcement—except I only use ONE phone. It has been about 4 months I’ve been charged for 3 lines with only one being my own. No one is capable of fixing this issue. Maybe I just need to pay attention more to what these companies pay attention to: social media, Yelp, and any other social forum that will listen.