AT&T Authorized Retailer

Why is it every time I go in this store I walk out wishing I never had gone? I've never left a negative review anywhere however the consistency of the horrible service I have received at this location has prompted me to take the time to relay my experiences. My first negative experience was a few months ago when adding my husband to my phone plan. Anthony gave me incorrect information. Telling me the change would result in a mere $40 increase/month. Imagine my shock when my bill more than doubled (to $210!!!) I called to address my concern and was met with a very obvious lack of care or concern. I am now left with a bill that far exceeds my original budget because the sales representative did not thoroughly explain ALL the additional charges. I feel tricked and purposely misled. My second negative experience: I waited over 20 mins for someone to wait on me. I know retail can be busy, but not one of the 3 employees even acknowledged I had walked in OR addressed me as I walked out. A simple "we'll be right with you" would have done wonders. I seen this exact scenario play out twice with two other customers while I was there on my third visit. And the final chapter of why I have given this store 1 star... on my third visit Cole, Keith and Anthony managed to cut my SIM card wrong, resulting in a 10 minute visit taking almost 2 HOURS! They allowed me to leave, not telling me that what they had done resulted in ALL my contacts being erased. When I called to ask about what I had discovered I didn't get an apology for what they'd done to my phone or the inconvenience. I was told by Keith they would "find my SIM card in the garbage" and somehow get my contacts back. Keith said he'd call me back...that was 2 days ago...no call yet... So now I have decided to just buy a new phone...they had to order it for me (because the phone they sold me wasn't in stock, which i wasn't told until after I made the decision to buy the phone) I was told I'd have the phone by the end of the week, between the 10th-12th. Again incorrect. It won't be here until next week. I could include more, but I believe this paints a pretty clear picture of a location lacking in customer service, competent staff or upfront/honest relations with their customers.
8 years ago (11-01-2018)

Went in for a screen protector for my phone as the one I had peeled due to my case. Keith and Breanne were dealing with a VERY challenging customer so I say tight. I sat and listened to the man berate the staff and watched two professionals handle themselves with class and professionalism. Keith found a solution for the customer's issues and Breanne custom cut my screen protector so I wouldn't have another issue with peeling. What an excellent experience. I definitely recommend this place!
8 years ago (19-10-2017)

Breanne Dawson is great to work with at the AT & T store in Charlevoix! Superb customer service!
8 years ago (14-11-2017)