Just sat in this store for an hour on the list waiting to be assisted. After about a half hour, one of the sales associates kindly let me know that someone would be in shortly to help so I sat a while longer and watched the store manager shoot the breeze with a customer that had been there since before I came in and already had someone assisting him. My online account gave me the option to pay in full (with a discount) for an upgraded phone but I was told by the store manager, Vince, that this was not actually an option and I had to switch to a month to month plan ultimately paying for the phone at full price ($750 vs about $400). My family has had a plan with AT&T for 10+ years and I walked out late for work and ready to switch carriers. Regardless of the company policies which Vince has no control over, he was unapologetic and does not have a grasp on managing his staff to be efficient in times when the wait is long. He was rude and short with me and walked away when he could tell I was getting upset. We are done with this company and the lack luster customer service they offer.
***Update: The store manager let me know that though the option I wanted was available online, it would block me from finishing the order. This is not true and I was just able to order this online. Thanks for the false information!