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April 2025 by Steve B
Soooo AT&T was charging me $76 a month for two years for an iPad line on an iPad that I don’t even have. I bought the iPad, sold it a month later when I realized I didn’t want it, told them to close the line and they assured me it was closed, and then I just continued on for two years not realizing that they lied to me and were going to continue stealing from me. I then went into this store to seek a refund or just get some sort of help, and the lady listened to me for about 3.5 seconds before rudely interrupting me and saying “I can’t help you.” When I explained to her that I had been on the phone with customer service for an hour and that customer service gave me this direct address as they are a corporate store, she said “I have no idea why customer service told you that but there’s nothing I can do for you.” At that point I asked if we could call customer service and talk to them together because what she was telling me was directly contradicting the instructions their customer service gave me, she flat out refused. Her only suggestion was to go to the original AT&T store where I bought the iPad, which is in an entirely different state. I’m not going to drive two hours away to inquire about a transaction that occurred two years ago, especially not when this is a corporate store that customer service instructed me to go to. They falsely charged me $1,800 over the course of two years, and sure some of that is on me because I didn’t realize they were charging me for the iPad still I simply thought that the monthly bill I was paying was for my phone. After about 5 minutes of me trying to explain my situation and me offering various solutions, with her stonewalling me at every turn and simply refusing to help me, I just left. She was rude, incompetent, and aggravating. And when I got home I called customer service again and they basically told me to go back to the store and ask for a manager and potentially report the employee. So now I have to take more time out of my day to go back to the very same store and resolve this ridiculous issue.
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March 2025 by Allen King
Avoid at all cost Andrea Wright* I believe was her last name - not helpful, used deceitful tactics, extremely disrespectful. Will be reaching out to the general manger and Reginal manager - she needs to be retrained if she ever was or let go. Horrible horrible experience
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March 2025 by J Naiman
Do not purchase an iPhone from this store.
My partner bought a brand new iPhone from this location. The next day, she discovered that the speaker was malfunctioning. We brought the phone to the Apple store, who confirmed the defect and told us to bring it to ATT for a replacement as they were the vendor. At ATT, we were told that there would be a $55 restocking fee to replace the defective phone. When I asked why there is a fee to replace a defective product that this store sold, we were told to go to a different ATT location and that we would no longer be helped at this store. Save yourself the time and don't buy from here in the first place.
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March 2025 by John Mullard
Benjamin was incredibly rude and impatient. Had a racial preference towards the other customers and was constantly unhelpful. Very unknowledgeable and did not know Samsungs have a physical sim.
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March 2025 by Dana
Worst staff in the city. Worst customer service skills. Worst knowledge on their products. Worst attitudes. No personalities. When I initially walked into the store, I had a horrible gut wrenching feeling, even before any employee approached me. Just a horrific negative energy from jump, due to the obviously apparent boredom and bad attitudes of every employee that worked there. I opened an account with them with two lines and without my knowledge, they signed me up for a business account, and I don’t have a business. Included with the business account is internet/wifi and I don’t need/want, and didn’t ask for internet/wifi, so they basically scammed me. On top of that, it took about THREE hours to leave the store with my new phones and account set up. They were having “slow internet issues” and “slow computer issues” at an internet and phone service store. That was the 8th red flag. My monthly bill was supposed to be under $200, and my first month’s bill was $350.00. They added so many unexplained fraudulent charges onto my bill without my knowledge and it was nearly impossible to get my bill straightened out. I had to call 2 different 800 numbers in order to get my bill SLIGHTLY fixed for the NEXT coming month, and to have the internet that I NEVER once mentioned that I wanted, removed off of my account and bill. In the end, after all of this bs, I still was responsible for paying the first FRAUDULENT bill of $350. I PROMISE you that you will not have a different experience at this location. Their staff, customer service, and pricing is absolute total TRASH.
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January 2025 by Curtina Arbee
I went to pay my bill which costs way more if you go elsewhere and no assistance!
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January 2025 by Michael Waters
I have been an AT&T Wireless customer for almost 20 years. My account includes five (5) lines and phones. My son goes to be college in Philadelphia. We wanted to upgrade his iPhone, so I checked the AT&T website for any deals. I saw that the iPhone 15 was a good choice. We went to the Walnut Street store on September 28th, whereby the associate, named Kierra H, informed us that there was a current and better trade-in promotion for the newer model iPhone 16, priced at $829.99. She said that the new phone would not cost anything if we traded-in the old phone. I questioned her on how a newer model could possibly be a better deal. I asked many different questions to be sure that there wasn’t a “catch”. According to Kierra, the only commitment, was to keep the account for 36 months, which I had planned to do. She assured us that the new phone would be free, as long as I stayed subscribed to the AT&T service. The value of the phone would show up as an installment charge on my monthly bill, but also credited to cancel it out.
I recently checked my online statement and didn’t see what she had promised, so I called AT&T Customer Service, who informed me that I would only get a total of $90 credited over 36 months and that I was given false information. I should have asked for a printed version of the agreement to read, before I signed my name digitally on the iPad, but I was too trusting. I am very angry that I was outright lied to by Kierra and the store. I don’t live locally to return to the store, so I will have to think about what to do next.
Follow-Up: As you can see by the canned response by an unnamed person giving a worthless apology, with no meaningful act to address the situation responsibly, that the associate demonstrated the management's sanctioned unethical culture. AT&T executives, Celeste Boyd-Spear, Cristy Swink, and CEO John Stankey should be proud.
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January 2025 by P PAM
Actually, I would’ve preferred to give zero stars, but I would’ve been unable to post
This store deserves nothing
I went into the store for help. My phone was acting up and I knew it was the AT&T armor. Because it was giving me problems before. I asked one of the gentleman to help me. He pretty much shoved me out the door and told me he was not a tech to go online and troubleshoot. He would not even look at my account. He simply forced me to turn around and leave the store.
I proceeded to go to Apple to have a diagnostics done on my phone. I was assured the phone was fine and the problem was with my phone carrier.
I took the Apple diagnostics with me and went back to this AT&T Store at which time again, I was practically escorted out of the store and told that they could not help me
I actually live in New Jersey, so I went to the AT&T store near my home. They took the time out to help me. I would say do not visit the store in Center City on 15th and Walnut. The workers are not there to help you
I don’t know if the man in the store is the manager or not but if he is, he should resign
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December 2024 by Shakari Pennington
I hope this message finds you well. I am writing to formally raise a concern about the unprofessional behavior I have observed among some of your employees at this At&t location. On 11/12, I witnessed instances of horseplay and disruptive conduct by staff members, which I believe negatively impacted the work environment and overall professionalism of your team.
Specifically, I observed employees engaging in loud joking, physical horseplay, inappropriate banter, or distractions that disrupted the store . This behavior was not only distracting but also unprofessional, creating an uncomfortable atmosphere for other customers. As someone who values a respectful and efficient workplace, I believe that such conduct undermines the standards of professionalism expected from all employees.
When I attempted to raise my concerns with management, I was dismissed, and the manager refused to provide her name. I hope my concerns are taken seriously, and I trust that you will ensure proper training is provided to the team moving forward.
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November 2024 by Beryl Kahan
We eventually got things worked out but it was a frustrating shopping experience. We left the store without being told that my IPhone had to be updated before I could pair it with my new Apple Watch. This process took two hours and was very frustrating since we were told “just put the watch near your phone” and that’s not what was needed. Our service person left us halfway through the sale and activation process. He was nice enough but since we were getting two new Apple Watches (one had to be sent) and a new Apple phone, it was less than satisfactory.
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October 2024 by Becca Bucci
Horrible service. I waited a bit, which I don’t mind as that is expected when upgrading your phone. But once I was assisted, Kiara gave me major attitude for no reason. Still shocked from the experience.
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October 2024 by Erica Kovelman
I don’t love this location. If you have a disability don’t bother coming here as I came with my service animal and had security call the police on me to leave. It’s just that location that has this policy because if you contact HQ, not their policies. Security was rude . Reps who work their know the products and how to fix what needs to be done.
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August 2024 by Karena Blaylock
Everyone on the team at the Walnut street location are amazing, starting with their manager Kyle! He always goes the extra mile and teaches his staff to do so as well! Even though the prices are astronomical- they make you feel good about spending a million dollars! Will always go to this AT&T for their assistance!
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June 2024 by Shannon Foley
Selena (or serena?) was so sweet and helpful when i was having issues with my new phone! Thank you!!!
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June 2024 by Jackie Schloss
Kind Patient Caring
