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March 2025 by Marie Manipud
My experience with this location was unfortunate. The sales rep added services (Next Up Anytime for $10/month and Protect Advantage for $17/month) which I explicitly said no to multiple times and confirmed with the sales rep that these services were not added.
We have been ATT customers for almost 10 years and usually keep our devices for long periods of time, therefore not needing any upgrade services. We also utilize Apple Care for device protection, therefore not needing ATT’s version of phone protection. I went to this location on February 16, 2025 to add a new line and device to an existing phone plan. I was very clear to the sales rep that I am not interested in any add ons such as the Next Up Anytime for phone upgrades costing $10/month and Protect Advantage costing $17/month. This was something that I reiterated and confirmed prior to payment and the sales rep assured me that he did not add anything on the line.
We received the bill with the new line and surprise, those services were added WITHOUT our consent and costing the line more. This is disappointing and upsetting as they seem to take advantage of customers and hit sales quota and hoping that no one will check their bill line by line. I had to speak with customer service on the phone to explain the situation and get these charges taken out which also took a lot of time to do.
I did speak with the store manager over the phone to inform him of the issue and he was receptive and promised to provide an update to this bad practice. Once that update is received, I will an update to this review. I hope that this location can address this issue and provide better customer service in the future.
I encourage others to be diligent with reviewing their bill as well.
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December 2024 by Dietra Lynn
The customer service was sub par. The female representative didn’t even attempt to assist me or analyze my phone. I was turned away without getting any assistance. My phone is still broken because I can’t get anyone to help me diagnose what’s wrong. The store was not busy or full of customers….the female staff member was either prejudice because I am a black female or she doesn’t have the skill set needed for the job or just plain lazy and doesn’t want to work for money. Complete waste of gas and time expecting any customer service at this location in North Hills. Not sure if other black customers have experienced the same ….but a person knows when they are being discriminated against. I’ve experienced it many times so this is not my first rodeo of being treated unprofessionally by a company I pay faithfully every month!
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December 2024 by Nicole Olden
I am really disappointed in the level of customer service recieved today at that North Hill AT&T store location. I waited for over an hour before even being acknowledged. When my turn finally came I found my self with a sales person by the name of Malik who was obviously frustrated because he could hide his annoyedness in his voice. I treied to look over this fact until he turned and carried a convo with his co workers who were leaving for the day. A few seconds later he turns walks away from me and starts helping the previous customer he just finished with. When asked was there someone else to help me he waved his hands in a clueless fashion. His manager who was standing next to him acknowledged nothing nor did he offer to help. When Malik finally came back he tried to plea his case. Finally checking to see if they had the phone I wanted he came back and said they didn’t have any and that I needed to go buy at the apple store instead of going to another AT&T location. I spend a lot of money with AT&T. I hope you know what your people are communicating. Maybe I should try Verizon they might respect my time and money more!!!!
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November 2024 by Mark
Someone from ATT corporate should really look at this store. Very unprofessional.
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November 2024 by Elaine Anlyan
Only 2 other customers…3 employees. We waited 15 minutes w no help. Our name was added to a queue and that was that. Left the store.
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October 2024 by Brandon Price
Came in to upgrade 2 phones and add a line. Expected to wait for a few minutes, no big deal. The first lady that spoke with us asked what we needed and then said she had to take her break so she would put us on the waitlist. We were next on the list so we figured it would be pretty quick. After waiting for about 10 minutes, the other lady working finished up with a customer and completely ignored us and the wait list. After 15-20 minutes, she walked outside and the guy she was helping came over to apologize to us because he knew she had ignored us sitting at the table waiting for service. We waited about 5 more minutes and walked out, no closer to new phones or the 4th line we wanted to add.
Do better
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October 2024 by Charles Simpson
Refused to try and help. Very rude store
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October 2024 by Ryan Goliath Pratt
Desiree (sorry if not spelled correctly) refused to answer my question over the phone about checking stock for an iPhone I wanted to pick up. I called 3 other stores who were happy to check, she refused and said I had to come into the store.
This is why no one wants to come into the stores
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July 2024 by Allison Ward
Negative experience with a specific employee (female, dark red hair) at the North Hills location this week. She was unfriendly, unhelpful, and condescending to my situation.
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June 2024 by Carlos Seagram
My experience was excellent
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June 2024 by N
Went in with my new iPhone and needed help with activation. Brian S was so helpful, and very knowledgeable.
I didn’t buy anything but was still treated with great customer service.
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May 2024 by Hannah Jones
Sam was extremely helpful, answered all my questions and gave me many options for upgrading to a new phone!
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April 2024 by thedaveyducky
We’ve had such a great experience here each time we’ve come! Christopher L. is a great asset to the team and has been patient and understanding as we’ve had many questions throughout any processes we’ve had to deal with. We have internet and phone service and this process has been seamless.
My wife and I are recently married and decided to get our phones on the same carrier. Christopher made this process so smooth and just helped us find the right plan and service for us! Highly rate the other team members as well that have been responsive and considerate of our time! We intend to do much of our business at this location and recommend this team all around. Any time we’ve gone as well has been fairly smooth with little to no wait times as well! Great customer service!
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April 2024 by David Durham
My experience at the North Hills store was great. I arrived on a Friday night a few minutes before closing. I did not have to wait and Brian took great care of me. Brian provided great service and is a credit to AT&T.
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March 2024 by Donna Bauman
Jojo at North Hills was very helpful! He fixed my phone issue!! Give him a raise he was great!
