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JDILLER1's profile

New Member

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8 Messages

Tuesday, January 3rd, 2023 5:13 PM

Customer review for a store

I’d like to leave a review for my recent experience at my local corporate store. 

Accepted Solution

Official Solution

ACE - Expert

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64.7K Messages

1 year ago

No but you can post your review here the same way you have posted your questions.

ACE - Expert

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64.7K Messages

1 year ago

Ok, go right ahead.

New Member

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8 Messages

1 year ago

Is there an email or link to use to submit comments? 

New Member

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8 Messages

1 year ago

Thank you for getting the issue fixed. I appreciate the opportunity to share my experience. The first issue was when I picked up my new phone I did not open the box before leaving the store. When I did open it I found a crack on the back of the phone. I contacted ATT service and chatted with an agent who directed me to return it to the store for a replacement. When I did this the manager at the Bloomington, IL corporate store told me that she could not replace the phone but she could order me a replacement which meant I had to pay tax on the replacement and a $55 restocking charge. Since this was not the solution I was told by the agent, I called and spoke to a different agent who also told me to return to the store. Even though 2 different agents instructed me to the store, Brittany, the manager at the Bloomington, IL corporate store refused to replace the phone without the additional charges. Since I had no choice this is what I did. When the replacement phone arrived, I made sure to have the store manager open it and set it up thinking there would be no further issues. When she set up the phone the SMS text messaging would not work. I again returned to the store for help. She looked at the phone and said that there was not a problem at it would just take a few days for the SMS to work again. After another day the SMS still did not work. I returned to the store again asking for help. She refused to help me and again stated it was a phone issue that I had and there was nothing she could do. I asked her to check to make sure that my service was set up correctly. She refused and sent me to one of the other agents in the store to have the eSIM card replaced. Fortunately, this person was willing to troubleshoot the issue. Bennett Nelson at the Bloomington, IL corporate store was amazing!! He spent time researching on the ATT forum and was persistent until he found a possible solution. He then showed me how to connect to the forum to get help with the SMS short code issue. Even after I left the store, Bennett emailed me to check in to see if I needed any help with the forum and to see if the issue had been resolved. Had Bennett not taken the time to find the glitch I would still be stuck without the service which hampered my ability to connect to my work stations. Brittany was rude to me every time I came to the store for help and refused to troubleshoot the issue. She insisted that the problem did not have anything to do with ATT but was a problem with how I had the settings on my phone. She needs to be trained on how to treat customers and how to troubleshoot issues, especially when the issue may be due to an ATT glitch. Bennett needs to be commended for his efforts and patience. I don’t think I should be charged the $55 fee since the original phone arrived broken and I was told by 2 different agents to return to the store for a replacement. Thank you again for your willingness to listen to my concerns with my experience at the ATT Mobility Location at 305 N Veterans Parkway, 102 Bloomington, IL 61704. Jeanette Diller

Former Employee

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32.9K Messages

1 year ago

file a bbb complaint

New Member

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8 Messages

1 year ago

Great idea!!

New Member

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2 Messages

11 months ago

To Whom It May Concern:

On 5/10/2023, I visited the AT&T Store Bloomington Whitehall Crossing.  

My objective was to upgrade the I-phone on my account.  I was immediately greeted by a Customer Service representative who appeared very accommodating.  He correctly requested my identification to prevent fraud protection. However, I had forgotten my identification at home.  He politely apologized, but I understood.  Being a victim of fraud, I was pleased that he held firm to the policy.  I returned to the store 30 minutes later with my ID.  

I was one of two customers in the store.  I informed him that I wanted to upgrade my account and learn of all options that would maintain my bill at the same price.  I told him that two of the 3 lines on the account were for iPhone 8 and one for an iPhone 11.  I did not necessarily need to upgrade to an iPhone 14.   He briefly looked at 2 of the 3 phones I brought and discussed upgrading options with the iPhone 14.  I informed him that I spoke with a customer service representative over the phone that mentioned the Loyalty Department discount and the trade-in value for my phones.  This was the moment that our conversation soured.   

-The representative denied knowing the AT&T Loyalty Department 
-He quoted me a different trade-in value for my I-phone 11 Pro Max than the Loyalty Department
-He failed to inform me of discounts I may qualify for, considering my spouse and I work for local government and public education. 
-He accessed my account but made no effort to review my account. 

I ended the conversation with him by explaining that I was dissatisfied with the service I received and why.   It was clear that his objective was to sell or move inventory, or rather, he took a narrow view of my desire to upgrade and limited the options for me rather than presenting them to me.  I decided to discuss my upgrade options with a phone representative.  I will never return to that AT&T store, and I will tell others not to visit the store.    

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