The staff is the most incompetent I have ever encountered in such a store. Besides providing provably false phone info on details of their products and charges to expect (as shown by Google searches and info from AT&T afterwards) they screwed up our account when we returned a phone. After a week of calls to AT&T, our Upgrade Eligibility status has still not been re-set correctly - so we can't yet get another phone. AT&T says the store needs to re-set it, and the store claims that they can't do anything! Infuriating.