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December 2024 by Charlie Rosario
I am extremely disappointed with the assistant store manager, Justin Hancock, and his behavior during my visit. When I called AT&T customer service about a trade-in issue, they directed me to the store. While Gabriel, the store associate, was helping me activate a new phone for my niece and resolve the trade-in, Justin approached him in an unprofessional and demeaning manner.
Justin made unnecessary and condescending comments, such as telling Gabriel that “nothing was going to get done by staring at his iPad” and that this “wasn’t the right time or place” to address the issue. This was completely uncalled for, especially since there were no other customers in the store, and Gabriel was doing an excellent job providing me with attentive, thorough service.
As someone with managerial experience, I can confidently say I would never speak to an employee that way, especially in front of a customer. Respect for employees is crucial, particularly in a sales role where customer service is key. I am also currently finishing my MBA, where we emphasize that this type of toxic leadership has no place in a professional setting. It was even more disheartening to overhear how Justin spoke to other employees during my visit, which only reinforced my concerns about his lack of professionalism.
Gabriel, on the other hand, handled the situation with admirable composure and professionalism, despite the disrespectful treatment. His ability to remain calm and focused on providing excellent service speaks volumes about his character and work ethic.
AT&T should seriously consider providing Justin with leadership coaching—or even a written reprimand—because no employee should have to endure that kind of treatment, and no customer should have to witness it. Toxic leadership creates a negative environment for both employees and customers, and it reflects poorly on the company as a whole.
While I was impressed with Gabriel’s dedication and professionalism, my experience with Justin has left a very negative impression. I strongly encourage AT&T to address this matter promptly to ensure a more positive and respectful workplace culture.
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June 2024 by Jamila H.
I had an appointment today with this store location. Manager, Scott, greeted me at the door, and confirmed my appt. I had to switch phones and do a trade-in (ordered new phone online prior). Scott helped with everything!! He explained all the process in detail; set up my new phone; transferred my data/info; and did the trade in process. Scott was so friendly, professional and knowledgeable. The store was clean and well organized. I will definitely recommend this location! Thanks Scott for everything. I give you 100 stars!
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June 2024 by Roselyn Morales
The workers at the AT&T are amazing. I had a great experience and they were very helpful answering all my questions. GO TO THIS LOCATION they are awesome!!
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May 2024 by paul noreen
My elderly mothers phone was not operating. We visited the Prime ATT store on Union St in West Springfield, MA.Scott was very helpful and updated the software and made sure the phone was operating properly. He was polite and professional. I can't imagine not going back to this facility for all of our phone needs.
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April 2024 by Hikmet Bicakci
I have visited this AT&T store today and had a new line with a new device. Everything was smooth, easy access and parking lot, no heavy traffic. We had a nice conversation with Scott and other teammates, and they helped a lot.
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March 2024 by Dmytro Dimitrashko
Be aware staff mad
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February 2024 by Mike
Dante and Scott. What a duo, fantastic experience getting my new phone. They even helped me set it up, phone to phone. Detailed and accurate knowledge from both of them about the products and plans. I would recommend these two guys and this location to anyone who is looking for any new AT&T products.
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November 2023 by ANDREAS-COSTEL MORARIU
GREAT CUSTOMER CARE, both of the sale experts are extremely professionals and kind. Scott took care of my order, in 2 days I got the new 15PM
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October 2023 by Mehmet Dikici
This guy is very good, very polite, and very understandable and helpful. Karoline did a great job!
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September 2023 by Dean Hoppe
Found this new gem! This store has a nice and easy in and out. The staff if very knowledgeable and friendly. They try to help everyone in a very professional manner. They were able to help us get a new phone with ease.Hopefully they will get more staff to help during the rush. Note this is a new store.
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September 2023 by Eric
This is a great store. Very friendly, knowledgeable staff. Caroline is cool as hell and well versed in what will work best for the customer.
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August 2023 by Nancy R
This AT&T store on Union Street West Springfield (facing Memorial Ave) has excellent customer service. Professional, honest, polite, helpful. Will Never go back to store on Rt 5 West Spfld again.
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August 2023 by Jay Matott
Best store in the area
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March 2023 by AfE LiB
I visited a different att in West springfield area and was ignored. I walked into this store not knowin it was here and was immediately offered assistance and told how to fix my issue iv been having. This will be my new shop to visit from now on.
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February 2023 by Wilford32
Great experience all around!
