AT&T customers are fed up with what they perceive as shady sales practices by authorized resellers
If you’ve ever walked into a wireless carrier’s store expecting clarity and walked out with buyer’s remorse, you’re not alone. A recent Reddit thread in the r/ATT community has sparked a heated discussion around AT&T’s authorized dealers — and the allegations are serious. Customers claim these third-party retailers are misleading, upselling, and even committing outright fraud, leading to canceled orders, unexpected charges, and long-term frustrations.
The post quickly gained traction with dozens of commenters sharing similar horror stories, many pointing out that this problem isn’t unique to AT&T. According to one user:
However, the concerns extend beyond AT&T. Verizon and T-Mobile also operate with third-party retailers, and many customers across carriers report similar experiences. The telecom industry has leaned heavily on authorized retailers for years due to their lower overhead and broader reach. But with rising consumer dissatisfaction, this strategy may no longer be sustainable.
Competitors like T-Mobile have tried to differentiate themselves with aggressive pricing and perks like in-flight Wi-Fi and Netflix bundles. Meanwhile, AT&T has focused on building out its 5G infrastructure and bundling its wireless plans with Max (formerly HBO Max) access. Yet, none of these perks matter if the path to purchase is riddled with customer service minefields.
A better way forward?
It’s clear that AT&T — and arguably other carriers — need to reassess how much leeway they give authorized retailers. Consumers are more informed than ever, and patience for shady sales tactics is running thin. Digital storefronts should offer reliable, glitch-free upgrades and trade-ins, while in-store staff — corporate or otherwise — must be properly trained and incentivized to act in the customer’s interest.
If this Reddit thread is any indication, people aren’t just frustrated. They’re leaving. And for a company already trailing behind T-Mobile in subscriber growth, AT&T might want to take a long look at what’s really driving customers away.
The problem with authorized dealers
Unlike corporate-owned stores, authorized retailers operate independently but are licensed to sell on behalf of major carriers. This gives them flexibility in operations — and, critics say, loopholes to prioritize commissions over customer care. The original Reddit post accused AT&T’s authorized dealers of routinely misleading customers, adding services or accessories without consent, and complicating what should be a straightforward buying experience.It’s not just AT&T. Lot of authorized dealers are fraud no matter who they sell.
— r/SenorDingDong83
Why are customers still going to stores in 2025?
In a world where smartphones are mostly purchased online, many users are wondering why people still go into physical stores at all. One answer? Because they often have no choice. Some Redditors explained that AT&T’s online system frequently flags and cancels orders due to aggressive fraud checks — effectively forcing people to head into stores.Adding to the frustration are technical errors on AT&T’s own website. In one example, a customer attempting to upgrade via AT&T’s online portal faced wildly inconsistent trade-in values. In some cases, the checkout would show a promotional price only to glitch and revert to the full price or eliminate the trade-in discount entirely. When seeking help at a local store, they encountered employees who were inexperienced and unable to assist.
They feel better being scammed by a person than by a website.
— r/Routine_Ad7933
Competitors like T-Mobile have tried to differentiate themselves with aggressive pricing and perks like in-flight Wi-Fi and Netflix bundles. Meanwhile, AT&T has focused on building out its 5G infrastructure and bundling its wireless plans with Max (formerly HBO Max) access. Yet, none of these perks matter if the path to purchase is riddled with customer service minefields.
It’s clear that AT&T — and arguably other carriers — need to reassess how much leeway they give authorized retailers. Consumers are more informed than ever, and patience for shady sales tactics is running thin. Digital storefronts should offer reliable, glitch-free upgrades and trade-ins, while in-store staff — corporate or otherwise — must be properly trained and incentivized to act in the customer’s interest.
If this Reddit thread is any indication, people aren’t just frustrated. They’re leaving. And for a company already trailing behind T-Mobile in subscriber growth, AT&T might want to take a long look at what’s really driving customers away.
We've reached out to AT&T for a comment and will update the story when we have a response.
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