AT&T Store — Attraction in Montebello

This store provides poor service. We have four lines with the Unlimited Extra EL plan. My mother went in simply to change her number, but the representative insisted she add an extra line for a "discount" and no activation fee. She asked him four times to confirm that all four lines would remain on the exact Unlimited Extra EL plan, and he assured her that nothing would change.

A month later, we discovered our bill had skyrocketed by $100. The representative had downgraded three lines to the lower-tier Unlimited Starter SL plan while upgrading her two lines to the most expensive Unlimited Premium PL plan. Additionally, a service fee was charged, and he added the most expensive insurance to both new lines—even though they were on a single device.

To make matters worse, the representative enrolled us in an AARP membership using his personal account without informing us—essentially committing fraud.

On top of that, this store pressures customers to leave positive reviews, essentially faking their ratings.

Fortunately, we contacted AT&T directly, and they were able to resolve the many issues caused by this representative.

This matter will be reported to the Commissioner for Complaints for Telecommunications-Television Services (CCTS).

Thanks for nothing...

I visited this store because my phone had not worked for 4 days and I am paying for the service. Terrible customer service! When I arrived I was ignored, no reps bothered to say "You're next" or "Please have a sit", no one acknowledged I was there. For a moment I thought I was not going to be helped by anyone. After a while someone screamed from the other side "We'll be right with you!' Great customer service, right? I waited and waited and I asked that same person when she was walking right by me: "Excuse me, do you know how much longer?" to what she replied: "I don't know, I mean we're about to close, we still will take you in but I don't know how much longer it's going to take" WHAT?, are you serious? is this how you treat your customers? I asked what her name was and without shame she said "Xaverlyn", as she kept walking away from where I was. Definitely needs more training. As for me, I'm not going back to that store unless they have more...

Horrible experience! I preordered my phone. I received an email that it had been delivered to the store. I go to pick it up. It can’t be found. I was told that since it’s Sunday the manager will be notified of the situation. Manager calls and says that I have to call UPS! Well, if you had a similar problem UPS is horrible to file a report on undelivered or lost packages. Since my phone was suppose to be delivered to the business they should call UPS. I’m not the one receiving the package. Carlos, the manager hung up on me and did not answer the phone. The manager in unprofessional and should have called UPS before calling me. I’ve never had a problem here in this location. I’ve always ordered my iPhone products here for years. They just lost a customer. Carlos, the manager should have called and try to do his part....