AT&T Store

Victoria Chan _{on Google}

Dec 7th, 2023

Great customer service from the staff at AT&T Harvard Square!

Arnav Das _{on Google}

Nov 11th, 2023

Kind-hearted staff.

TRaik S _{on Google}

Nov 7th, 2023

I don't usually write bad reviews unless I have a terrible experience. Unfortunately, at this store, I had one of the worst experiences in terms of customer service and competence.
Two days ago, I visited this store to return my old phone after trading it in. A representative named Joe assisted me and immediately struck me with his poor attitude. He spoke to me in a loud tone, constantly interrupting me, as if we were arguing. He mentioned there was an issue with my phone but couldn't identify the problem. Instead of assisting me further, he suggested I call customer service to resolve it. Why should I have to call customer service when I'm at their physical store? Shouldn't they provide the service right there?
Thankfully, Joe's coworker, Steven, intervened. However, his solution was for me to return the next day to speak with their manager since neither of them could determine the phone's issue. Both seemed incompetent, and Joe had a particularly unpleasant attitude. Later, I observed Joe apologize to other customers for his behavior, explaining he "had a bad day." It's unprofessional not to differentiate between personal emotions and work. My day was already challenging, and Joe only exacerbated it. Out of respect for his age, I avoided confrontation, but that doesnt mean I wont share my experience here.
The story doesn't end there. The next day, I returned to the store and spoke with the manager. He was courteous and clarified the problem. Apparently, when processing my trade-in, they mistakenly set it up so that I would return my old phone to AT&T via UPS, rather than to the store directly. Moreover, they failed to explain this return process to me, which added to the confusion. This was especially surprising since I had specifically asked to pick up my new phone from their store rather than having it shipped to my residence. Consequently, I assumed I should also return the old phone to this same store. The manager apologized for the oversight and advised me to contact customer service to obtain a return label for shipping my old phone to AT&T.
The amount of time and energy wasted due to the store representatives' incompetence is something to consider before visiting. And let's not forget the discourteous Joe.

Steven Schneiderman _{on Google}

Oct 20th, 2023

Anyone thats either looking to join AT&T or just need assistance from them I definitely can say this location will definitely provide that for you but ask Joe hes the man and will make sure that everything is done smoothly
10/10 Definitely be back

John Bush _{on Google}

Sep 25th, 2023

Elijah in the Harvard sq store was wonderful to deal with however the customer relations people in the Philippines are not authorized to solve problems resulting in my wife and my service being down for days. Goodbye ATT