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February 2024 by Vladimir Ostroukhov
Unprofessional and tough experience.Made a switch from Mint to AT&T plan in Burlington Mall in MA. I wanted to bring my wife over from prepaid to postpaid, however, I had to wait a billing cycle before doing so. Burlington Mall rep, Min, instructed me to go to Natick Mall store to finish the process as it had to be done in store (keep the cell # the same). The rep confirmed with the manager, and the manager told us it had to be done over the phone.Came in with my family on Saturday. There were almost no one present. When I asked my inquiry about switching to plan, the rep said it had to be done over the phone with customer service. 'I called the customer service, and the rep, Darryl, was surprised to hear that as she confirmed the process had to be done in the store. I asked for another corporate store nearby, however, the store I went to further lost its corporate status, and the rep, Abdullah had to call customer service line to see if he can override the process as Natick store is the only corporate office in the area.We ended up going back to Burlington Mall where Min finished the process in around 30 minutes.Shame to Natick mall manager. Could someone from higher level provide her coaching? It is hard to believe that AT&T does not have any internal online reference guide how to follow the process. I spent ~6 hours for driving back and forth, calling and confirming instead of pleasant visit and finishing up the switch to AT&T within 30 min.
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February 2024 by Deivisson Jesuino Botelho Jesuino Botelho
Nancy and Julie was great help!
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February 2024 by Jeffrey Lerner
Called Natick explaining that I was having difficulty with Verizon. But because of the way I was treated when I asked a few questions - I am bringing my business (7 lines and 7 new iPhone 15s) to Newton
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February 2024 by John B.
went to add my kid to my service. the guy knew that's what I was doing and quoted me $115 per month. Since I was paying about $90 for just mine, it sounded like a good deal. When I asked for a receipt he said "everything gets emailed", and it was to my chagrin that i learned it was $115 EACH so almost $240 a month for TWO lines. Guy knew exactly what he was doing too. What a scum bag move. Adios AT&T
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February 2024 by Aline Ribeiro
Horrible service, they have an employee (Yuli) who doesn't care about helping the customer, I waited more than 30 minutes to get an answer.
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January 2024 by peter maley
I was helped by multiple representatives, Jerry and Prince, they were incredibly polite and patient with me as I explained my phone issue. Furthermore they provided a solution to my issue that we could implement same day. They worked quickly and I had a working phone in under 5 minutes. Both Jerry and Prince demonstrated professionalism and expertise above and beyond!
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January 2024 by Jamie Kane
At the store I was put on to a plan I didn’t qualify for called first net. Understandable but when my verification didn’t go through I was told to go back to the store and get moved off. When I went in person Nancy told me she couldn’t help but her manager Bernie would “call me tomorrow”.Well Bernie never called, so I called him and he didn’t take my call. I was told he would call me back in a few but didn’t. I called again today (meanwhile my phone is being turned off). Nancy didn’t take my call and I was told she would call me back after she is done with a 3 hour meeting. Poor service and horrible follow through.
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January 2024 by Sravya n
Awarded as the Worst At&t Store in the MA.Agents who work after 5PM EST are the worst, they do not even respond to customers when we enter the store and I asked them if they can help me in changing from pre-paid to post paid, One lady told it can be done through customer service only very arrogantly, but I already spent 4-5hours on call with them (5times) before and Customer service tells Store people are responsible and Store people say Customer Service people are responsible. But No one wants to take any responsibility. They have ZERO Knowledge on everything.They should be awarded as the Worst At&t Store in the MA. Because I sat in the store for 3 hours (every time), no one even tries to address me or when I am in call with Customer service from store, even if the customer service agent wants to talk to the store Manager, Manager does not come out and most of the Employees are always on breaks and to my surprise this is a Corporate Store. Manager does not respond as well along with the employees. Great Strategy through out the store.Anyway, I request NOT TO VISIT this store & if you want to visit, would recommend visiting 50Worcester Rd Store (which is 0.5miles away).Background: I am a customer who wanted to change from Pre-paid to Post-paid and you wont believe, I called the customer care and they took 4-5hours every time I call (5times) and they told me to reach out to the store, so that they can do it and so I reached the store and they took 4hours every time and at the end told me to call customer service, this was never ending.
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January 2024 by Madison Bailey
Great service!
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December 2023 by Jeff LaVallee
Do not get your devices or plans from here. They misled me completely. Promised my bill was going to be reduced by around $50. Then it actually increased by over $120 per month. When I went back into the store they were not helpful at all And said there was some infighting between managers and The person who initially made the changes on my account was no longer with the company. The new people there did nothing to resolve the issue and pretty much through their hands up and gave me the customer service number. Avoid at all costs. I’m saving you a lot of trouble.
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September 2023 by robert aponte
Just wanted to give a shout out to Nancy, the store manager & her assistant manager, Bernie & their staff. Walked into their store barely hopeful of getting my problems addressed, muchless resolved. I was more than impressed with their all hands on deck approach & product knowledge. I do not believe that ATT&T can get better representation & the service level is beyond reproach. I'm sold.
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September 2023 by Kevin W
Nancy was extremely rude and told me I was not able to do a post paid to pre paid conversion even though customer service had told me that a CORPORATE location would be able to do. The negative experience that I had to undergo due to her inability and lack of knowledge and professionalism led me to preform this transaction at a different location. Let me save you the hassle. DO NOT COME TO THIS LOCATION.
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September 2023 by John Hoffer
Bernie’s awesome. He’s knowledgeable and directly addressed my concerns regarding my plan.
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September 2023 by Evil Rodent
Jeremiah was very helpful & very knowledgeable. Excellent customer service !
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July 2023 by Shreyash Mohatta
If you like horrible customer support I would recommend this store. Their sales rep "Wrex" set up our account wrong and now we've been on call with AT&T support every single billing cycle trying to fix his mistakes, having to overpay each cycle
