AT&T Store — Attraction in Dallas

My experience with this store has been absurd. I went it to upgrade my iPhone shortly before the 16 launched because I specifically wanted to upgrade to the 15. They advised me to come back in a few days after the launch announcement since there should be extra promos going on for iPhones including a markdown of the 15.

When I visited a few days later they said there still weren’t any promotions or price changes because the new iPhones weren’t available for preorder yet and I needed to come back again on a future preorder date.

When I came back a third time, Marc told me the trade in for my current iPhone was now $500 instead of $1000 (they knew which one I had been planning to buy but hadn’t told me that the promotion on it could change) because the new iPhone 16 was out. After some discussion, I agreed to pay off the remaining $300 balance of my current iPhone’s installment plan for maximum trade in value and trade it in for the new 16 instead of the 15 I had been planning on since now the 16 was the one they would give $1000 towards for my trade in. The 16 was on preorder so it was going to be several weeks before I would receive it but I went ahead with it to get the best value for my trade in.

When my new iPhone 16 finally arrived, there was no information with it for sending back my original iPhone trade in and no return shipping box or return label. I waited to see if it would arrive separately and after several days called customer service for help. They told me they would send me a return box and label. Unsurprisingly, these never arrived either.

I finally visited a different AT&T store where they told me it was now past my 30 day trade in period and they couldn’t do anything, but recommended I go back to the original store.

I went back to the original (this) store and they told me they also couldn’t do anything past 30 days but I could call customer service.

I called customer service and they told me they also couldn’t do anything past the 30 days, but that they could open a ticket and I could send it back and there was a chance they would accept the trade in. She was kind enough to warn me that if they don’t accept it they will still keep the phone. At this point it seems there is no option to apply the credit for the phone I had gone in to trade in 5 visits ago and I will now have to sell it online for around $300 instead of the $1000 trade in value I paid $300 to secure!

Whether this experience stemmed from incompetence or dishonesty, this has been the most redundant, confusing, frustrating wild goose chase customer service I have ever encountered. It’s unacceptable and...

Upgraded a phone online. It didnt give me the option to change how I received the phone. I tried to call customer service for assistance, but they transferred me to someone else. I waited on hold for over 2 hours.

Now, I try calling this store and they tell me that the people in store are UNABLE TO ASSIST ME, and I quote, "IN ANY WAY," and I MUST SPEAK TO CUSTOMER SERVICE ON THE PHONE.

I confirmed they had the device I wanted due to the employee informing me I most likely wouldn't even be able to get the product I wanted due to low inventory. Not once at this point, has the employee asked what product I needed assistance with, attempted to give me the phone number I needed, or done anything but sound annoyed that I would call their store.

I am now on hold again. Waiting. I understand their are hold times and everyone is on hold fairly... However, as a customer of AT&T for YEARS, I expect someone who takes MY MONEY at an EXTREMELY HIGH RATE and has given me NO PROMOTIONS during my contracts, while they give other people free phones daily, could at least offer some sort of assistance BEYOND me waiting on hold for OVER 2 HOURS.

At this point, the employee could have AT THE VERY LEAST offered condolences and provided me the number for support. I had to ask for the contact information to HELP MYSELF when I KNOW the money I PAY to AT&T helps pay for this employee to HELP NO ONE.

UPDATE: Customer service just said that no one is able to order and pick up curbside unless it was ordered in store. HOW ARE PEOPLE ORDERING IN STORE IF THEY ARE CLOSED. OBVIOUSLY PEOPLE ARE PICKING THINGS UP CURBSIDE STILL. They proceeded to hang up on me. I STILL HAVE NOT BEEN ASSISTED. AT&T HAS BEEN COMPLETE TRASH THROUGH THIS WHOLE PROCESS.

It's interesting that a company specializing in communication has literally provided nothing in return to not only my review but any of the calls I've made, or the attempts at contact I have made online. At this point, I just want to cancel my service. Bad service is better than paying what I'm paying to not get the assistance that is promised by this company.

Now I'm told by customer service, that they are unable to help with my order either. I've been on hold now for 2 more hours waiting for someone in the IT department to help me. I can see my order online and it will even let me cancel it! Yet... CUSTOMER SERVICE CANT CHANGE MY ORDER AT ALL???? HOW WOULD I HAVE ACCESS TO CHANGE SOMETHING THAT...

My husband and I recently got married and have tried since 10/3/2020 simply to be on the same cell phone account and keep our same numbers. Cory, the agent on the phone helping us on 10/3 instead upsold my parents in a data plan and failed to transfer my number to my husband’s plan resulting in an even greater bill for my parent’s account. We called again asking this to be fixed and Mariano with customer care could not competently resolve this issue on the phone because their “transfer of billing dept was closed due to covid”. Instead saying we would need to go in for a store appointment as this was the only way we could merge plans. They scheduled this for 4pm. We were waiting until 4:20pm to be seen (which we patiently understood) to ultimately be told we still couldn’t be merged to the same plan. We spent 2 hours at the store and still left with our problem unsolved and were told we needed to call customer care to resolve this. Customer care has not been able to resolve this issue twice and scheduled the in person appt. We called customer care while in the store and the phone rep said they needed to transfer us to “dept transfer of billing” and when they did the dept was closed like Mariano had said. All this only due to the single fact that his current plan was on a different billing cycle type of account than mine and the system will not allow anyone to change it. Instead of allowing employees on the phone or in person to fix this issue, AT&T has made it impossible for us to have this simple request fixed. It is not this store’s employees fault, but the fault of the company who put a system in place that does not allow its employees to competently serve their customers. It puts everyone in a tough position as I’m sure their employees want to do what they can do their job well. I appreciate the efforts of the store employee Malon to maintain his professionalism during all this because it’s not even his fault AT&T’s system doesn’t even support him to fully be able...