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August 2023 by Matt Thomas
After my service being disconnected due to billing issues on at&t's side, I came to this location because it is supposed to be a corporate location however they have no capability to resolve the error in store and not only have I had to miss work but I drove an hour for them to tell me to call 611 and that there is nothing they can do, AT&t is not a service I would recommend due to the hassle and complications just trying to solve a simple billing issue this location cannot do.
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August 2023 by Cenk C.
Not even 1 star: I signed a contract for upgrading our phones last year. We paid the remaining balances for the previous campaign and returned one of the phones at the store and mailed the other one to an address we were provided as the Trade as part of the Trade-In Agreement. Approximately a month ago I noticed that we were not receiving the trade-in discount and decided to visit the store and asked for an investigation. The first question was if I still have the receipt from 9 months ago and when I said I lost it my attitude was significantly changed. I was being questioned about my sincerity and indirectly suggested how could they know if I returned the phone or not. Then upon our insistence, the agent took some notes but not giving us a ticket number or a claim number, etc. The store manager did not even listen to our story and let the agent take notes. We were told that we would be contacted by the Call Center about the complaint in a week. When no one called I contacted the call center and asked about the status of our complaint. We were told that there was no complaint registered at the store for my account. I visited the store the next day and when I told them about the situation a second agent they said they forgot to open the ticket. This time they listened to our story and again on a piece of Post-it paper they took their notes and told us to call a number in a week unless I was not contacted first. 3 weeks gone and no one called. I was being treated that I am lying about the phone and they keep charging me in full. We remember who we gave the phone to who is still working at the store. Well, AT&T your store took our phone, was never listed in your trade-in systems and (the IMEI is not in your systems) probably stole it. You may save several hundred dollars for disbelieving me but trust me this will be the last time I ever work with AT&T. I am paying you almost $400/month. You saved $200 max. Well do the math and check the cost of losing me as a customer to your biggest competitor. A big disappointment.
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January 2023 by Kathryn B.
It was 4 days before christmas and I had gotten a new phone. I have had the same number with ATT for at least 20 years. My old sim card would not fit in my new phone so I went in to have them move my sim card to new phone. Well, my boyfriend pays the bill so I am not listed on the account. I am 70 years old, no land line. They would not help me in any way and would not even offer suggestions. They would not call him for approval or call him at work on his registered numbers for approval to move my sim card. I was in tears because the sim card was already out of my old phone, so I had NO phone at all. I finally asked if they could at least put the sim card back in my old phone and for some strange reason they could do that! I opened the box with my sim card and it went flying under a counter!!! Now I was really in tears. A 70 year old woman on her hands and knees in the store crawling around trying to find my sim card. The staff walked away and left me!! after about 15 minutes of sitting on the floor and all ignoring me, I realized maybe I could get a prepay for a few weeks until my boyfriend was back in town, So I found Gary and he was very nice and set me up, at least I have a phone now, but why did the first guy not even bring that up as an option? I hope he feels bad for treating someone as old as his mother that way.
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September 2022 by Janice S.
I cannot say enough good things about Brad at the AT&T store at Market Place in Cumming. I had difficulty with the initial set up of a new phone (translate that as total operator error), and Brad helped me during the day and even stayed past his shift to make sure I understood exactly what to do and ensure the phone was in proper working operation so I could take it home in tiptop shape. AT&T should clone Brad and reward him in a manner, that reflects his professionalism. Plus, the guy has a great personality!
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April 2022 by Cindy J.
Written for Retirees. If you have been a customer of AT&T my opinion they are expensive for most of us over 55. My visit to the AT&T Cumming store I Purchased Apple I phone with business plan one line. Smart Slick fast talking Salesman in store with no women sales support. No compariston of business service compared to individual cell line service or no over 55 senior cell service. I don't really have a business Save time the salesman skips my shopping experience to his opinion agenda of the best service for me. After the Apple cell phone purchase 5 days exact received a scary Customer Service Summary 10 pages a shocking bill. Keep in mind i had a $50.00 T-Mobile and was looking for a low cost plan to fit a retiree income. Back to the summary. Three 3 totaled columns 1. $97.50 prorate partial billing, 2. $173.03 monthly and 3. first bill of $270.00. The salesman said its not a bill but a Summary breakdown charges for Business Unlimited. I share with you the breakdown. It's $100.00 month plus AT&T list additional charges. Adding not just taxes but monthly Pa1 for Bus Tier-03 $17.00, Auto Pay - $10.00 credit, Apple phone Installment $20.28, State & local tax $18.65 (to be expected), Federal Universal Service Fund $16.85( ? ), Admin Fee $1.99, Regulatory Cost Reovery Fee $1.50, 911 Fee $1.99, Other AT&T Fees and Surcharges $0.26. total $270.00 pro rated or $173.03 month. Since i have AT&T internet i would get 10% off. I was told i would get 25% however when i called AT&T billing office no mention of that. Working to esc ape AT&T i paid off my Apple phone in store thinking i could run back to T-Mobile. AT&T brags they no longer have sales contract that is a little white lie. If your cell is paid off the cell phone is held hostage locked for 60 days. I wait for the big AT&T machine wheels to turn to generate a final bill. I could have canceled service but the downside is the loss of your telephone number that i had for 17 yrs. My number came from T-mobile not AT&T. The work around is go to your next carrier of choice and request a transfer telephone number with both T-Mobile and AT&T assistance on line. After the number is transferred (may or may not be true) AT&T support said the bill will be recalculated. The Summary should be seen in writing before purchase not after. I did return to T-Mobile a less money no contract plan with same plan my old samsung phone, same technical service and cheaper without being bucked to death. As a retired senior a fact that won't change for me in this lifetime my money must be guarded. Interesting note is The Federal Universal Service Fund charge on the summary - i was told its a donation to help other people in USA to have a cell phone. Where is our donation? If your a senior on fixed income check out T-Mobile a more comfortable business to work with. They charged me $30.00 to start service. She transferred my line now using my old Samsung. As for my Apple I phone i am taking a chance waiting 60 days to ask AT&T again to unlock it. I am not sure what my money owed will be until AT&T billing does a final bill. Also everyone knows that you can buy a used apple phone anywhere and use it with any carrier which means i could have purchased used Apple phone cheaper current value about $400.00. End of story. For causing me undue stress and driving me crazy and scaring me away like a bambi in headlights with summary bill leaving me without any control whats so ever I did 3 stars. i resolved my own problem today will be a better day.
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April 2022 by Cindy Jones
Cumming Store has "Slick" salesmen and that is not a compliment. AT&T creates employees to meet quotas making them cold hearted outlaws. As a retiree i was with T-Mobile $50.00 a month unlimited with tech support. Needed new phone so why not give AT&T 906 Market Place a try. I was told i would have a $50.00 month account with state and local taxes. I went with business plan 1/2 off Apple iphone. My first bill is $270.00. monthly is $170.00 thereafter with 25% off because i have AT&T Internet. The bill includes a $16.85 service fund which am told this helps needy in USA acquire cell phones. Additional $80.00 in extra fees! Who wouldnt have sticker shock? I had buyers remorse when i received a bill 5 days later. Not one person in the BMC or customer service could see my account in the system even though i paid off my phone. AT&T wouldnt allow to unlock my cell for 60 days. I paid off my Apple I phone $729.00 trying to get away but to no avail. AT&T store does no billing at store all this is done back end somewhere some place else and good luck knowing what is next. I would never do business with AT&T again i am running away from them as fast as i can. This service is NOT for seniors because they can never tell you how much your monthly bill will be. I may file a small claims with Forsyth county. Ashame. I do this for seniors like me who feel they have been ripped off.. As info while i was in the store another upset senior came in for assistance. She was upset but someone should have helped her. Instead the manager said go away he would call the police.
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February 2022 by Nikki N.
awful service. They messed up when setting up my new phone and when i returned to get the issue fixed they locked and shut the door in my face. Save ur self time and never go here. So bad
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June 2021 by Siana C.
Bought the iPhone 12 pro max from ATT then 1 week later was broken.I called the ATT then they said I have to go to the store to swop it.Arrived at the store, they said I have 2 options to do that:either with ATT I have to pay $55 restocking fee or go to apple to do the warranty.After we thought about it,we decided to do $55 restocking fee.The next morning we went back to the store,the manager named Tyler Santos (Cumming location)said they can not do that since the phone's broken and I have to go back to Apple to do warranty.The point's I bought from ATT and they should help their customer here.I don't think it's professional and fair the way they treated their customer.Plus they need to learn manner/attitude about how to be the good customer service and how to respect their customer.
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February 2021 by Laura G.
Wish I could give zero stars. We will never go back to this location ever again. My husband and I have never been treated so badly by a business in our entire lives. All these men we spoke to that day in the store where all very rude. My husband and I had a scheduled appointment made by one of the associates that work there a few days earlier. We go on February 5th, at 5:00pm to our scheduled appointment. We were switching our plan from my name to my husband so he could get the first responder plan. We have always had bad experiences online or over the phone and we have been advised by AT&T stores not to make plan changes online or over the phone and we refuse to make any changes online or over the phone again. That is why we went to the store. The first time we went to the store on February 1st, we were not treated too badly we still were helped. We walked in and were asked if we had masks. I informed them that we are medically exempt. A associate came outside to get us when he was ready. He said we could not go in if we didn't have masks. I explained again we are medically exempt he said he would help us outside. It was very cold that day so we got in the car and he stood outside and helped us. However we could not make plan changes that day so we scheduled the appointment for the 5th. On that day the guy at the door said we needed to wear a mask. I told him we are medically exempt. I said we could go outside and do it that is fine. He then became very rude. He said "you cannot make me go outside" I said I didn't say that I said we are willing to be serviced outside. His said he will not service us. I said so you are refusing to service us due to our medically disability because we medically cannot wear a mask. You refuse to accommodate us or help us. He said yes he refuses to service us. We then asked to speak to a manager. Another guy comes out and says the same thing they will not service us if we don't wear a mask. Again I say we are medically exempt we medically cannot wear a mask. He did not care that we had a medically disability and discriminated us due to that. I again said we can go outside and they can service us outside he refused to do that as well. Apparently this guy wasn't the manager and another guy comes over. Again we repeat we are medically exempt. He said he will not service us. I again said so you will not service us due to our medically disability because we are medically unable to wear a mask and our exempt. He said yes I will not service you and I refuse to service because you will not wear a mask. I said I medically cannot wear a mask and am medically exempt. I said we can go outside even though going outside is not equal service and still being treated differently due to our medical disability. I said Michael from the other day who scheduled this appointment serviced us outside he said well I've already talked to him about that. So this guy also refused to service us in any way. He called some guy on the phone gave him our number and he called us. The guy over the phone Patrick from first net has been very nice however our plan is still not right yet and we started this on February 5th. This is not because of Patrick but something on AT&T's end. He is working on it and hopefully it will be right soon. While outside in our car working on this the same AT&T guy that refused service and said we cannot make him go outside multiple times serviced people at their cars. The fact that we medically cannot wear a mask and our exempt from wearing a mask and we're treated disrespectfully and discriminated against is horrible and appalling. I wish we could take our business elsewhere and when our phones are almost paid off we will be looking for a better company that does not discriminate against medical disabilities. If you or anyone you know cannot medically wear a mask do not go to this AT&T store they will not help you they will not accommodate you they are rude and discriminated against medically disabilities. I do it know if this is all AT
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December 2020 by Peter O.
Do not use this store! Epitome of " customer NO SERVICE "'.Manager is unprofessional, negative and totally lacking in customer relations. Long time AT&T customer now looking at other carriers
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December 2020 by Brian S.
I purchased 2 phones online and choose curbside pickup. I got notifications via email that both phones were in stock and ready. The notifications came in last night. I called the store first thing in the morning this morning. After waiting for the phone to ring for 45+ minutes I got someone to verify they had the phones and I should come down. When I got to the store they they had a sign that said not to use the email "I'm Here" button but to call them. After the phone number cycled through their system for 30 minutes I gave up and walked in. My name was taken and phone # and I was asked to leave the store. I had 18 people ahead of me and there were 2 clerks in the store. The manager shows up with pizza and another agent and put up a sign that they are now only accepting appointments and they locked the door. Customer would come to the door and they were asked if they were unable to read signs. Then they would shut the door again. People who were sitting outside waiting in line like myself called and knocked on the door to find out what was going on. They were redirected to a store 5 miles away across town. Then they would shut the door again. I used the button in the email and I had someone quickly come out and talk to me. He let me know that the phones were no longer in stock and that I would be charged a "cancelation fee and restocking fee" of $100.00 per device. They didn't have the phones in stock yet I was told I would be auto billed a restocking fee. I asked to talk to the manager as I had been waiting in the "Curbside pickup" parking spot for 2.5 hours. The clerk went inside and came back out saying the manager was not accepting complaints and that I should go to the other store, or just go to Apple.
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December 2019 by Cliff S.
I have never been treated so poorly by a company that I spend a lot of money with each month. Their sales rep Kevin was extremely rude, acted as if I was wasting his time. He acted like I was going to steal his IPad when he wanted me to sign a contract just because I wanted to read the contract. Kevin never said thank you, I felt as if he did not like having to deal with me?? Hard to explain?? When I called to talk to the manager Pat he was helpful but would not give me the District Manager name or number-so I think he is just going to ignore my concerns. Must be nice to avoid having to handle problems caused by terrible employees like Kevin John Kemp store manager you have a problem on your hands and I expect a response @@@ Update -I am still very dissatisfied with Kevin's service and attitude. The manager's follow up has been fantastic-John Kemp-he listened and said he would not tolerate how I was treated, his concern and honesty is greatly appreciated. AT&T take note you have a top flight leader in your store. His attention to customer service is amazing. Thank you John Kemp for restoring my faith in AT&T!!!
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February 2019 by Susan A.
Shey was amazing!! So kind and efficient. Quick and knowledge. Highly recommend her and Mgr Shey. Great staff !!!
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December 2018 by Carrie S.
If I could give zero stars I would !!! This store has terrible customer service ordered an iPhone online when I got to the store to pick it up I paid for it he took it out of the box I realized I wanted the xs max the larger model so he said he had to refund me and start a new line which would run my credit again ! I don't know how this is possible but when he ran it again it bumped my down payment from 200 up to 600 , I said nvm and wanted to just keep the phone I had already bought ! He said no matter what now the down payment will stay at 600 WHATTTTT ! I am so angry and so upset I don't even know what I can do on top of that the refund still has not hit my account and they charged me a 45$ re stocking fee so I literally bought the phone returned it and got charged 45$ and received NO PHONE ! The guy just walks me to the door and says there is NOTHING he can do to help me and that he is sorry , jerk you are not sorry you basically just Fd me ! This customer service sucks he was so rude and had he not rushed in the process to take my payment and buy the xs so fast then maybe I could have just did the process once which would have not gave me two credit inquiries for nothing ! Thanks at&t I will not be a customer any longer !
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October 2018 by Rob S.
Like many have said before, would give zero stars if I could. This store has to have the rudest employees in the company. All have an attitude even before the customer is approached. Case in point. Customer service girl named KIMBERLY. Remember that name. If she even attempts to try to help you walk away and say no thank-you!!! She rushed my wife and I thru our visit, never smiled, was condesending in total demeanor and LEFT US SITTING IN THE MIDDLE OF OUR TRANSACTION. How can one abandon a customer and just get up and leave? Her explanation was that she "did not feel comfortable speaking with us" WTF???? We just felt like she needed to be someplace else except helping customers. Miss Kimberly.....go get another job doing anything else but customer non-service. You are not well suited for this position. The rest of the men inside are all milktoasts who have no backbone. Not one of them would volunteer to help us in our plight. All walked away claiming it "was not our fault...an we did not make any promises to y'all". Well....you are in uniform with logo...all here...yet no one will stand up to help us. How unprofessional. We called customer service our self.....we were lied to, cheated out of a promised $100.00 credit. It does not feel good. I really hope that a company executive reads this and will reach out to me. Cause these folks at the Cumming, Ga. store love to lean and chit with each other talking about what this customer said and did, etc. etc. etc. Totally unacceptable behavior gang. Don't try to bully me Mr. manager(joke). Today all showed true colors. And still this company makes billions in profit hiring sub-standard minimum wage order takers. I do believe in Karma. Y'all will get yours one day. It's very telling when no member of management bothers to read all the bad reviews...and try to correct the problems. At least we the public have a forum like YELP. Comments are most welcome.
