EXCELLENT EXCELLENT STAFF and POLICIES!!! Online and irl!!! Recently had an emergency in Times Square and thought it would b a problem bc they were a large store and may b partial to people with money but nothing but the usual RESPECT and CONSIDERATION!!! Love AT&T!!!

I went to this AT&T in Times Square with my mom on a whim, trying to find out if I could upgrade my phone, and Jeremy was there to greet us! He was so incredibly helpful with not only my phone upgrade process, but also in reviewing our monthly bill to make sure that we were getting the best deals for our household that AT&T provides. Natalie was there as well, and she’s just as great. They both gave us the best customer service experience that you could imagine. Thanks again! :)

Customer friendly,very knowledgeable store sales reps.shout out to Stefan and the crew.see yall soon

Spencer, assisted me with excellent customer service. He greeted me right at the door and even opened the door for me. He was knowledgeable and recommended the perfect accessory for my iPad. Way to go Spencer keep up the good work.

Good service got my phone that I wanted no Hassel no problem . Both at@t reps where great and very professional store was clean and social distancing was shown. I felt very good while I was getting my new phone and service.

I just arrived in NYC, went to this store today to get mobile data. At first I was greeted and dealt with in a friendly and professional manner by a male sales rep. I wasnt getting through with data however at any of the phone stores so desperate for data, being a female traveling alone, I decided to try buying a sim from a pharmacy and returning to this store to try to see if it may work. However, on returning, I was dealt with by a woman who was extremely rude, unprofessional, sarcastic and condescending.Me:hi, I came in earlier and dealt with a man, Im having trouble getting data on my phone (explains why I wasnt getting through) so I decided to try buying a sim card and data from a pharmacy to see if it would work.Sales rep: *rude sarcastic tone * so you bought a sim card for a phone that doesnt work.Me:my phone works, its an unlocked S8 bought in the USA.Her: you should really listen to the sales reps here.Me: well he did tell me that AT&T is having a problem with android pre paid at the moment, Im not familiar with your phone services here.Her(cutting me across and speaking over me) : we dont do anything under S10 or I phones, it wont work.She went on like this for a while, cutting me across, not allowing me to speak much.I asked to speak with the previous guy I dealt with.In speaking with him, I was enquiring about if I had a newer phone, if I would be able to get data (I was strongly considering purchasing a newer phone) . She heard me and shouted across the room at me Do you have an s10 or higher?Me (in shock at her behavior) :noHer(shouting) :well thats the problem!At this point I tried getting her to understand where I was coming from, so I told her I just wanted information as to if it would work with a newer model phone.She answered me in a very rude manner, still shouting across the room. I said thank you and left.I visited all the other provider stores in times Square in my search this morning and everyone else was super helpful and understanding. I am a young professional and a tourist in NYC approximately every year. Very shocked and turned off by this experience.

I wanted to purchase an iphone and trade in my old phone, the rep working there didnt want me to do the trade in at first, and pretended that my old phone is not on their data base to trade in which was a lie, then he added insurance and other fees that i never asked for, i repeatedly asked him to show me what am I paying for because obviously purchasing the same iphone on at&t website was so much cheaper. Very dishonest.Never coming back again to this branch because this is not the first time they try to scam me, the visit before this same rep was trying to sell me an apple watch pretending it is for free because I am a first responder, then it is suddenly not for free and i have to pay a monthly installments for a watch that i never needed!!!Cant believe this is their branch in TIMES SQUARE!!

Jeremy was very great at helping us and gave us good offers to purchase our new devices. I really appreciate his help. If it was not for this store, I wouldnt have gotten better offers and service.

Don’t go to this store. Very bad costumer service. They don’t care how much you will end up paying next month as long as they get their commission. They told me my bill was too high that they will change the plan so I could pay less and what happened?? I’m paying doble now cause they changed the plan in the middle of the month cycle and a bunch of Prorated charges that don’t make any sense. This is not the way to treat a long time costumer and I’m talking almost 20 years. It is time to move to another company.

Great place they activated my phone that I couldnt get activated here in TN

I was just arriving in the city and in need of a new US SIM card.I entered this store, and the guy assisting us, James, is so friendly and helpful. He offered postpaid instead of prepaid since it will be cheaper for the long run.The signal is 5G not 5GE, so it is really nice!

Tanya was amazing. I was switching carriers and getting a new phone. She took great care of me and went above and beyond to get me the best deal possible. I cannot thank her enough. Thank you, Tanya!

Excellent service and really nice and prepared staff

Nice people big help

Nice place and great service!

Actually, they don’t deserve even a single star. I spent over an hour on the store hoping to finally start receiving wireless service after more than 9 weeks of “partial” AT&T service (I don’t get calls from some callers, those callers hear a recorded message that the number they are trying to reach doesn’t exist). The store did nothing to resolve their issue.I’ve complained for over 9 weeks about this but AT&T points fingers at my prior provider Verizon who in turn points fingers at them. Some “technology powerhouses” unable to transfer an account! Not to mention preventing customers from freely transferring accounts is illegal under US antitrust laws! Whoever had a similar experience, please contact me for the purpose of a possible class action.

A guy named Junio helped us and he was awesome, he got us a better deal for the same price. He was patient, answered our questions, offered a new plan, but wasn’t pushy!

Great service, fast, patient, professional and friendly!

The sense of customer service has alluded this store. I spoke to a sales rep over the phone who was highly unprofessional and rude. Unfortunately, I still had to go into the store to make a purchase but I did not enjoy the experience at all. I kept asking management to provide the name of the sales rep that spoke to me over the phone and they refused.I was not satisfied with how management handled my feedback and they did not reach out to me as they promised that they would after they looked into the phone call discussion.Granted I still made my purchase, but I would not go back to that location. It is the AT&T Flagship store, they should have the most optimal customer service.As a matter fact, I will be reporting this horrible experience to BBB and AT&T Headquarters, after reading other reviews it seems like this location does not value customer service at all!

Great customer service so far.

Spencer was very professional and courteous in doing his job. Very respectful.

Went in to buy a new iPhone 11. Was told that if I added a new line, would get a second phone for free. The salesperson said I could drop one of my existing four family lines so that I would not have an unneeded line. I also have a corporate discount with AT& T. When the new bill arrived, it was 70% higher than the old one. The sleazy salesperson never disclosed this would trigger a new plan with new charges. He also never bothered to check that the corporate discount was being applied appropriately. It took me 45 minutes on the phone with an annoying customer service person to bring my bill down back to where I expected it to be. I have been told our firm now has a corporate discount with Verizon. Cant wait to see the details. Maybe there is an inexpensive way to switch.

My sales rep, Spencer was very knowledgeable and educated. He was able to answer all questions. He offered all services available through att. I would recommend him and the Times Square location 100 times over. I was extremely satisfied with Spencer and his above and beyond service.

Very rude, I got my phone at Verizon on 42nd near Bryant park!

As a tourist they assist me well. Thank you

I went there to get a postpaid wireless plan. Spencer helped me with that. He’s so knowledgeable and helpful, also super nice. I would definitely recommend going there for mobile plan.

Hatem and Kevin helped me a lot. Great service and gave me a great deal on a phone.

We were served by an extremely polite and smiling gentleman called Spencer. He gave us friendly and efficient service! If you are a tourist in NYC, in need of a local telephone or Sim card, this is definitely the place to go to!!! Thank you AT&T!

Ive been shopping there since 2008. Im never disappointed & always surprised!

We were provided with excellent service, our questions were answered, and the staff member (Johan) we worked with was friendly and extremely helpful. We felt truly cared for during our visit.

Spencer is very helpful, respectful, efficient and professional. He was very patient as I switched from a different carrier. Good atmosphere in this Times Square location.

Phenomenal service with top notch tech. A longer wait then preferred but they have everything you could possible would like & if not can have it for you the next morning.Daniel Gray was an extreme help! Very knowledgeable & informative. Knows how to convey the information pertaining your situation correctly. Highly recommend asking for him if you ever need help.

Only one upsetting issue. I am a senior & the fact that ATT&T is my cell provider, I had the former cell, answered the questions, gave the last 4 digits of my SS#, showed my ID (passport card / same info as NYC drivers license) & still had to walk all the way back to my apt. to retrieve my DMV ID the back again on a lunch break was unnerving! I was the only customer.That is my only issue!! Otherwise, it was fine!

The salesman held me hostage by saying I owed 117 dollars and wouldnt let me get a new SIM card. While I did owe that from a previous build, the attitude went from welcome to give us our money at the drop of a pin. Otherwise once he was paid he went back to welcoming. Talk about capitalism.

I am a customer who paid their bill every month and While i was on the phone speaking to someone i entered the AT&T store on 43rd & 7th, i guess he must have said something to me which i didn’t hear him and I approached another colleague which told me that his colleague said something to me so i answered him and said i am sorry i got my headphones on and SPENCER who honestly have a big customer service problem said to me very Rudely“THEN TAKE OFF YOUR HEADPHONES” with a disgusting tone which i told him right away nicely you dont have the right speak to me in that tone or tell me to take off my headphones. This guy honestly needs to be put under investigation because this is not the first time this happened at the same location with him... PLEASE DO SOMETHING ABOUT THIS. i am very known in the community for Trickshot since i am VERY FAMOUS FOR IT

Awesome experience, team practiced social distancing and I walked out extremely happy with my new phone. Manager Hatem made sure I was satisfied with their services.

Its Times Square so I expected it to be nice, and it certainly was. The ambiance is better than most other phone stores with couches, TVs and most phones on display. It also has a lot of phones in stock making it easy to walk in and purchase exactly what you are looking for unlike smaller locations.

Great store! The staff here are amazingly nice, and they know their stuff! We recently were seeking information about a promotion, and the manager worked with us to get us all we wanted and more. Wed definitely go back. This is a great representation of the AT&T brand!

Great store, always found the AT&T stores to be helpful, I went to T-Mobile and Verizon first as they were closer, neither store was able to help me, however AT&T was patient and resolved the non-existent issue. Would recommend.

I went in to trade in my old phone and was yelled at by the greeter saying that they dont do that here (I was directed there by a service agent over the phone). Then I was told to go downstairs to speak to a manager. Once downstairs, I was ignored by every employee for over 15 minutes, until I was able to get someones attention. At this point I was told the manager had already gone for the day and they were too busy to deal with me (there were two other customers). Never come to this location. The one on 34th st is much more professional and kind.

After reading terrible reviews about this store I was dreading to come here and was pleasantly surprised by extremely nice, helpful and professional staff. (Ive dealt with 2 ladies upstairs whose names I dont recall and Bruce downstairs).The wait was shorter than their estimate, switching to a new iPhone was a breeze (unlike previous experience) and the service was excellent.So at least the 3 staffers I interacted with I felt deserved better than 2 stars (and did not pay me to write this review...!)

Went for a prepaid SIM card (tourist from Europe visiting for 10 days). Service was excellent. Got exactly what I wanted. Nobody tried to force me to buy anything extra. My options were clearly explained. I highly recommend this place.

The wait was a little long but I’ve honestly never been any wireless store and not had that problem so🤷🏽‍♀️. Great customer service and very friendly. Only reason they get four stars is that somehow the Apple Watch I was purchasing was already registered to someone and they somehow couldn’t fix that which is weird that they couldn’t since it wasn’t open. So I had to have it shipped to me 😞.

Gil was fabulous and solved some thorny problems I had!

Excellent

Very helpful - new employee Daniel only in town recently but very knowledgeable. Lost star because no one answered the phone- never heard one ring - told they dont know if there was an outside line.

Do not go to the Times Square store you will be ripped off. I went into the store and switched from Verizon to AT&T and they told me about this bundle deal for $60.00. I got AirPods a case and a protective cover. I asked the girl over and over is that correct because it was too cheap. Well I got the bill 2 days later with a $20.00 line charge a $30.00 activation fee and I now have to pay $20.00 monthly for six months for the AirPods, case and protector. I am going to cut my losses and do myself a favor and go back to Verizon. What crooks those people in that store are. Oh don’t let me forget when I called customer service I was told they could not help me you have to go to the store. I am going back to Verizon.

Shoutout to Spencer for helping me upgrade into a new phone. Great employee, didn’t feel rushed or uncomfortably pushed on the up-sells, he knew exactly what I was there for and it was smooth. Store was clean, you’ll check in as soon as you enter the building then you can go downstairs and browse phones while you wait for your name to be called. Thanks for good experience Times Square at&t.

Undertrained trained, mostly unhelpful staff that are either unwilling or unable to honor corporate promotional offers. Its been a disappointing experience trying them to solve challenges over the last year that Ive been going to this store. There are a few people that genuinely try to help but either due to the volume of customers or managerial policies the helpful people often have their hands tied.

Very quick and easy. My Preferred location to visit when I need to something on my account that requires to do in store. The staff are always thrive to always provide great customer service. Definitely recommended to all my friends and family.

Worst costumer service in an att store right in the middle of times square. Unbelievable

Excellent superb service by Euclides Frias

Great! I paid $51.24 as my monthly bill for thisPhone.

Dont go to this location unless you want to buy something---they have absolutely no interest in servicing existing devices. I have a Samsung Galaxy s10+ that is 5 months old and the screen is malfuntioning. The guy in store wouldnt even touch the phone and suggested I consider an upgrade! Really, upgrade a Galaxy s10+? the staff in that place is useless

Good location in the heart of Times Square, gets busy!!!Came in to get a basic Pay As You Go SIM, representative offered me the $30 PrePaid plan. When asked if that’s the least expensive option (explained I just needed to make less than 20 minutes of talk, nothing else) he said yes, and looked at me as if he’s being inconvenienced. Went to my local ATT shop and got a $10 SIM as I only need about 20 minutes of airtime..Either research your products or don’t lie simply for the up-sale m8!!!

Best customer service I have ever received. Go see Tiffany in the Times Square store!!! She went above and beyond in assisting me. 5++++ stars!!!

Frank and Kevin was very helpfulStore is amazingCustomer is great will definitely come back

Decent spot, managed well. Wait time for a rep is usually light. Prices can be a bit on the high end.

Good service but the guy smelled really bad. Like not good to seat around for an hour or half of service. He made a couple of mistakes while trying to help me out and for that I think is not a 5 stars.

Ive been with at&t most of my life and just had the WORST EXPERIENCE with Customer Service. Tried to get a replacement phone after phone was stolen, and Ive been getting the run around for 3 weeks. Every time I call the representatives say something different. Its like they all have different training or something! Tried to order phone via online and over phone and still have yet to get a replacement. Almost got to ordering a phone over and then they hang up after credit card information was given! WORST EXPERIENCE EVER!! Do better at&t!!!!

Horrible customer service. The employees here have very little knowledge regarding products. Went in for info regarding a tablet and the guy was like a mute. You would think I was trying to sell HIM the product. Not coming back to this store. Second time this has happened.

Their Customer Rep imposed a gadget on me I did not ask for telling it is free (which is obviously not). When I wanted to return it within the grace period after consulting a very helpful online customer support staff the store refused to accept it saying the online chat did not know the rules. Feel deceived twice and end up with a gadget I do not need for which I will now need to pay. Think of switching to another carrier. Very unprofessional team. Would never recommend to anyone

They are lucky that i cant put 0 star... i am new in nyc and because i need to be here for few months i was in doubt if take at&t or another company famous... but the other company cost $70 for all unlimited, this cost me $65 and i was thinking was a good choice save some money, because i think they are so much for have unlimited data,text and call for just 1 month... anyway i take it and what??? IS THE WORST DATA COVER CONNECTION I HAVE IN MY LIFE, sometime i CANT TEXT OR PICS on whatsapp because is very very slowly, and now i already pay for 1 month so i need to be with them all of this month but next month for sure they not will see my money anymore... HOW THIS CAN BE POSSIBLE THAT IN MANHATTAN, the first big city and touristic of the world, there is a cover so slow and bad like this!!! BYE

Erik and Sean were awesome. Saved the day. Worked extra hard and stayed late to accommodate me.

Bruh i had my cousins come from the Philippines and they needed temporary service so i asked them to go to any store and buy prepaid service. I told them to go to any att store. and these sharks from this store set them up for a postpaid account. they dont even have social security here in US. so how is this possible. told them to go to ATT at Dumont NJ instead they the best in the business.

Without question, the visit was 5 stars. Just went in to purchase a phone plan. Paul helped me, but I knew what I wanted. Autopay plan

Excellent staff.

Sometimes you have nice sales people sometimes you dont better off going to a smaller AT&T store

Absolutely brilliant service!! Thank you... Knowledgable staff who were on the ball! Definitely worth stopping here.

Spencer here was terrible. Don’t switch to ATT unless you literally have no other option. Customer service here is terrible and I’m a 10 year (was) customer. I just needed my final bill but apparently I’m not allowed to access it...and I paid it already...and I canceled not even two weeks ago. Spencer will be the reason I never consider ATT again.Nice job Spence.

Always crowded, but worth the wait. The Attendants are knowledgeable and always guides you in the right direction.

Never gonna get what you want. They are gonna charge for everything even if you ask for a prepaid plan. My coworker and I got a wrong bill so had to call At&t to get a refund. It was totally my fault to visit this store.

Thanks to Spencer — we were serviced quickly and we have only positive expierence!

Nice welcome, came in for a SIM card and was out 15 minutes later, good quality service and efficiency.

Staff is helpful the second you walk in!

This store Services is as Bad as it can be! On July 8th around 7:00 ish pm I was there to find out my iPhone upgrade plan and payment but I needed to see and touch at least one? 🤣😂😂 Before, Mr. Spencer helped me once and he was not able nor knowledgeable enough to assisted me! This time I went back there to find out about the what ever smarty iPhone (still NOT my personal taste!) BUT HE SAID YESTERDAY DURING STORE HOURS, they were stolen inside the store while their entire crew was on their shifts! The iPhones were gone, without broken huge door glasses windows not their secured cords nor videos was able to following up! 😂🤣😂🤣 please! When I was there Mr. Spencer was still shocked but trying to pushed the sales (the usual) he was looking at me and kept looking at my little shopping bag! Come on! Smartest, unfortunately for me, since I arrived to NYC on November 2013 right after thanksgiving time! I was making payments at kiosk, upgraded phones and highly priced plans and my first not likable iPhone 5C, yeah!! This Trashed store is a Reality Shamed even to Mentioned It! It is independently own, I did tried to formally complaint to Att phone customer services and they said all authorized stores must be call up to their store and ask for manager on duty! Guess me, How on Earth is Happening like this Way? Being Stolen While Crew was on their Shifts! Indeed, I am Totally certain, they all are same being High, Smoked, Drugged or Drunk!!!

Spent three hours in the store to change my already existing ATT number to a new data plan. The oily store manager added services to my account that I didnt need telling me that they made my bill cheaper while they actually cost money. Also promised me credits toward my bill for the long wait which I never received. All around terrible experience with this store. I love ATT, but the experience in this store and the hours spent on the phone canceling extraneous services to my account have made me think twice about my carrier. Dont use this store for any reason.

Christopher was an amazing help for me and my group of friends!

I have mixed emotions about this place. there are some top notch staff that work here but then there are some not so much....

Cool Game of Thrones display and great people working there. Took the time to walk us around the store and chat.

If I could give them a negative start I would. Switched from a landline to wireless home phone to lower fees, that was 6 months ago and atleast 10 hours on the phone. THEY STILL CHARGE ME AS A LANDLINE!!!! Its horrible!

Nice option if you are visiting the city and you need internet connection.

The guy who helped me did what I needed done but the whole process felt rushed and he lacked customer service hands down. Worse customer service at this location Ive ever had.

Really like the attitude of customer service attendant

Good sales skill but never help for what you really need >

Guys working there have no clue on how to use AT&T systems.They totally screwed up my order and I have been double paying for a service I dont use. They screwed up my AT&T IDs, and I cannot log in. Absolutely waste of AT&T store and prime real estate (Times Square) by filling up the store with people who have no clue.

The worst service ever and misleading customers for commission. NEVER go to the store. The representative there provided wrong information and billed me for accessories saying it was for free. I went back for my money and they say it its over 14 day period.

Good service for a data sim purchase for our holiday stay..... Could not have been better..

Just stopped in to swap sim - easy and very personalised service

They are horrible customer service. they say one thing to help you but it never got resolved and they say they will help you to take care of it and give them time. nothing got done.

Nice and cooperative staff. Got the sim changed in 10 minutes

I was going to change my att postpaid service to prepaid, and the guy told me they cant do it here, you will have to call the costumer service yourself, ok then i say fine, and call the att costumer service few hrs later, and they told we cant do it here, you will have to go the a att store.

The staff is extremely helpful, friendly and courteous.

Atnt only works on 3G and never connected to 4g and its so slow

Good. People were friendly.

Great customer service

Good service with wide selection of smartphones

It was horrible there staff are extremely unprofessional and lack considerable knowledge of all aspects of the AT&T Brand the Devices they sell and howe to effectively communicate with Customers in the most effective way possible the management need lessons on customer service and need to know how to deal with Corporate America

Made me wait 20-30 minutes just to tell me they didnt have the phone in stock, despite telling me they did when I first came in.

Helpful staff, reasonably priced!