Not at all surprising to me that their ratings are low. My sister was the only person in the store when she walked in and yet, the manager there seemed to do whatever she could to avoid helping her with a phone replacement. My sister has been an authorized user on my account for 13 years yet, she was told that I had to call ATT and add her, again, though her name is on the bill. The store manager couldn't be bothered to call customer service to address the issue. Some stores think they're just there to sell and completely lack all customer service initiative whatsoever. They don't understand the concept of building repeat customers loyal to the brand and the store.
Do yourself a favor, find a great team with staff that cares and you'll be a happy ATT customer for life. Having worked at ATT in the past, I know this is not how you treat customers.