AT&T Store, Massena NY

I dealt with Vivian at the Massena store. I had only been there once before and it was about 5 or 6 months ago. She remembered my name when I walked in the door. So right off the bat I felt like I was important and not just another customer or another number. She helped to save me money and was very informative on all other things that I was able to do to have the phone line that I needed with the proper data. So I strongly recommend any customer that wants to get properly taken care of to go see her she was also very polite.

Went in for a new iPhone, had one of the most pleasant experiences at any AT&T stores ever. Highly recommend this location.

Massena At&t with My Girl Vivian is where it's at always fast service with an amazing attitude.spectrum tried to give me a year of FREE service to switch and I said NOPE! NOT LEAVING VIVIAN!

McCartney helped me tremendously! He was so professional, funny, and informative. Please give this man a raise!

*UPDATED*
Vivian called and apologized for the delay. She was genuine and assured me the issue would be resolved. Vivian was able to resolve the issue in less than an hour or two. I’ve had poor experiences in the past with authorized retailers, but after Vivian’s assistance, I’d definitely give this store a chance. You should, too.

ORIGINAL REVIEW
i have made multiple attempts outlined below as well as sent multiples messages on email and facebook. I visited this store for a phone upgrade in March of 2023. In July, I received a message from AT&T that my old phone had not been turned in. I went to the store in Massena and spoke with McArtney. He assured me everything was fine and the phone had been turned in. My August bill due Sept 3, however, included a device charge of $519. I went into the store about a month ago and spoke with Vivian, who apologized and discovered the error that was made by McArtney when I completed my upgrade in March. She assured me it would be internally escalated and it would be taken care of. I checked my bill on Thursday and only $259 had been refunded. I called the store and spoke with Zach. He said he’d message Vivian and she would be in on Saturday. I went into the store yesterday (Friday) afternoon to speak to McArtney. However, he had apparently gone to lunch. Zach was there and said Vivian didn’t respond to the message he sent and she had called in for her Saturday shift. I asked him to please have McArtney call me to resolve the issue. I never received a call from anyone. Avoid this place and go to a corporate store where you might get customer service.

Vivian is absolutely phenomenal. I love dealing with her and Darrin and think they’re great, always helpful and friendly and look for solutions to any problems while getting me the best deals they have. 10/10 recommend. Love my new phone. I have been her customer for over a decade now and we have became friends over the years. I just love her.

I’ve gone through soooo many phone carriers. So happy I finally found AT&T. With being right by the border it’s been a nightmare in charges and high bills every month. With this company my bill is the exact amount every month. Not only that but they always have amazing discounts or ways to bundle and save. I’ve added a line for my daughter and now my bfs joining under us too. How the bill just keeps going down is wild. I even switched my internet provider. Happiest customer alive and all the staff here (no matter who helps me) feel like friends now. Amazingggggg customer service and nice to feel like a company isn’t out to get me but make me happy.

Fantastic service. Only issue was that i cant find a good number to reach someone at the store. Other then that, great people

Aquene and Darrin were very helpful with my business account. Very frustrating ordeal that we found ourselves in but they came to the rescue and we are happy to be with AT&T. Positive and cheerful attitudes for a SUNDAY! GREAT CREW. They got us back in full swing with our business.

Wife and I went into the store today with issues. Darrin and Aquene were great. Havent been in the store in a little bit. Something has changed for the better! Glad to be with AT&T. All the customers were having a good time. I'm not sure how much they make but hopefully their pay is GREAT. Ssaved me huge money!

Went for a new phone expecting to spend dreadful hours there, as most do when going to a phone store. To our surprise, we not only enjoyed every second of our time there, but had the best service ever! Never did I think I was going to be enjoying my evening at AT&T. Darrin and McCartney were wonderful to work with and converse with, and made our overall experience a 10/10! Definitely worth every penny and minute spent there.

During the switching over of my father's plan from Verizon to AT&T, we experienced so many roadblocks with Verizon. One employee named McCartney went above and beyond in assisting me and my father in the battle against Verizon. The entire time he was dedicated to assisting us and motivated. MCCARTNEY deserves a raise. He is so amazing in going above and beyond what was asked.

ZACH IF I spelled his name correctly was excellent in his multitasking due to several of us there and him being the only rep. He processed a payment, while handling a call and doing my port in to AT&T from Total wireless. Great Job. Everyone else was phenomenal to. They work together to get us solutions. MCCARTNEY is one whose words make you feel comfortable with your time at the store and leaves you feeling good about your experience. I could go on, but don't want to drag on. Great work AT&T Massena

Vivian and Zach were extremely helpful and exceeded my expectations. If you're an at and t customer definitely go to the store they will quickly and efficiently get your needs handled.

McCartney was wonderful, very polite, knowledgeable & made my visit with my grandmother effortless. My grandma was so impressed by him remembering their other interactions, remembering details she was talking to him about. She left feeling like a guest & not just a number. He was wonderful in my transactions, disclosing all costs, future payments & answered all questions that I or my grandmother had. He led with integrity which is wonderful coming from my experiences with Verizon in many locations. I dropped my phone off today after making sure all my info was successfully transferred. I was greeted by Zachary who was also there yesterday (3/20/23) yet another wonderful employee. Beautiful smile, polite & knowledgeable. I’m very happy with my switch to AT&T thanks to McCartney & Zachary. My grandmother was also very pleased (she is not the easiest to please.) Our business will always be with this location. If I could give 10️’s I would. The store was also very clean & neat. I hope they stay for along time. It can be hard to truly find such wonderful employees.

Zackery at AT&T was so helpful setting up my iPhone and was so polite and knowledgeable when helping my sister and grandparents setting up new phones and helping them switch. He’s amazing!