AT&T Store — Local services in Barstow

While Nylah, the store manager, provided great service—remembering us from a previous visit, completing the trade-in professionally, and handling it completely even though it was cutting close to the end of her shift—Grace, shockingly, was the opposite: incompetent, unprofessional, and overly reactive.

For a Buyer's Remorse Exchange (BRE), Nylah told us to visit a corporate store because her system wouldn't allow her to process it, even though I had verified that the Barstow store could handle BRE with an AT&T representative over the phone prior to visit. The representative triple-confirmed and gave me detailed information on what BRE is, just in case the store representative was unaware, and gave me permission to record the call. The caller ID displayed "AT&T Service Contacts" as I dialed 611 from my phone, so it couldn’t have been a fabricated recording with an unknown person—it was an official AT&T employee. I say this because Nylah did say that a recording was useless because it could've been a conversation with anyone.

Nevertheless, I believed that Nylah did everything she could to help us, so I took her advice and called a corporate store to ensure I could get the BRE handled there before driving over, and the store representative there wanted to clarify why the Barstow store couldn’t process it.

He asked to speak to whoever had directed me elsewhere, so I returned inside with the call on speaker, and Grace had a heated exchange with him. He asked why she couldn’t process BRE and who the district manager was. Grace replied that there was currently no DM for her and because she wasn’t the one who tried the BRE earlier, she could try it herself now. I thanked her for that, but she still couldn’t process it because she needed a manager's override and was alone in the store. Grace then asked for the name of the store representative on the phone, and after we hung up, I provided her with the store location and phone number, as she requested.

Given the tone of the conversation between her and the other store representative, who bluntly asked Grace some direct questions, the first thing I told Grace after hanging up was that the other store’s representative sounded 'very' protective of customers and that I appreciated her effort to try processing the BRE. But then, the first thing Grace had the audacity to say to me was that she would refuse service to me in the future, claiming that I made her feel uncomfortable because I recorded the conversation I had from dialing 611 (with permission! And the only reason she knew about it is that she must have eavesdropped when I was telling Nylah how I verified that her store could handle the BRE) and that she had the right to refuse service. How unprofessional and unnecessary was that response? It was an entirely inappropriate and unjustified reaction from Grace—nothing more than a childish way to take out her frustration on me, the customer, who was the one given false information by an AT&T representative, yet remained respectful.

Idk what the other reviews are about, but from my experience, Grace’s customer service was an embarrassment, and her attitude was extremely disrespectful and immature. Effective customer service is about problem-solving, professionalism, and respect -none of which were demonstrated during my interaction with Grace. She wouldn't let me finish a single sentence when I was trying to explain that I get the other store representative did sound abrupt, but that didn't mean that I remained anything less than respectful and appreciative of her service during the whole interaction. She interrupted me so much that I had to ask her if I had the right to complete my sentence right after she said that she had the right to refuse service. She even told me that the store was closed when there were still a couple minutes left before closing time.

Grace may have had the right to refuse service, but as a customer, I had the right to expect professionalism - or better yet, fair service -and she failed miserably at...

Worst experience I have ever had with customer service. I have been fighting with them for a week!! My story.....I have a foreign exchange student that brought a phone from Norway, we went to a AT&T store they sold us a SIM card and a pay as you go contract. We thought we were all good. We went home and phone has NO SERVICE not just a little but NON. We go back to store they pretty much say sorry your out of luck good bye! I try to stay calm as my student is very upset that she now has an unusable phone but I persist right after work the next day we will go to a real AT&T store and they will make everything all better. So day 2, as soon as school and work is over we head 45 miles into the other direction and go to a authorized AT&T store. They give us another SIM card. Tell us that the other SIM card was cut wrong, etc, this was suppose to fix it. It makes one call. We go outside the phone shows no service AGAIN. We go back inside and they tell us give it a little bit and it will work. So we do. We drive home and still NO SERVICE! So we slept on it! So I call first thing in the morning. They just blame Apple! So I go with that. I talk with Apple for 2 hours. They walk me through every possible thing that could be wrong with the phone. We find out phone is unlocked and that it has to be on AT&T end. So I call AT&T... Another 2 hr call we try everything. Power phone off and on, Reset each setting, open close, Power phone off and on, take SIM card out put in, Power phone off and on,etc, just everything you can think of. The phone still reads no service. They tell me go outside, raise phone in air, a glimpse of light 1 bubble than its gone. I'm relaying all this to the man on the phone. He just insists that the cell service area must be low or there is something wrong with the phone. I ask to speak with anyone that is in a higher tech service because I really felt it was a technical issue that just had to have a resolution right?!?! Well no one helped. I was told wait 24 hrs and if the phone did not work they would refund my money. I was told that he would call me back and this would be handled. I sent my student off with her broken phone cut off from the world in hopes it was going to start to work. Day 3.... NO SERVICE. I was only just beginning to understand that the NO SERVICE message I was getting on my phone was telling me AT&T policy. Anyways, I call customer service again. I asked them to pull up my notes. I get told they can't and to just tell them what I want. So let me say I don't start out happy. So I explain the whole thing. They say so sorry let me see what we can do, have you tried powering your phone off and on, needless to say I lose it!! We have tried all your tricks! They decide it must be that their service is not compatible with our phone. So, I want my money back! You can't fix my problem you should just refund my money! You sold me something that never had a chance of working. I should be given my money back. They say there is NO WAY!!! How? How is there no way to give back money for a service we never received. At this point they ramble about maybe a credit towards a different month if we purchase a phone. Ok maybe but at this point I am so angry with AT&T I don't want there damn service!! I want to take my money and go back to Verizon the company who told me from the beginning that their service was...

I am writing to express my extreme dissatisfaction with the service I received at the AT&T Barstow location. For three consecutive days, I was assured by the manager and two other employees that my military discount would be applied to my new service setup. They were incredibly helpful during the initial sales process, seemingly eager to close the deal. However, their promises proved to be utterly empty. Despite their assurances, the military discount was never properly applied. I was forced to call AT&T customer service multiple times, enduring lengthy wait times and frustrating conversations. What should have been a simple process became a two-month ordeal. To add insult to injury, my account was repeatedly locked, further complicating the already convoluted situation. It's clear that the primary, if not sole, focus of the Barstow AT&T store is to sell phones and plans. Once the sale is complete, customer service is nonexistent. The promises made about the military discount were nothing but empty platitudes. The constant need to contact customer service, and the subsequent account lockouts, demonstrated a complete disregard for my time and a profound lack of competence. If you are a member of the military looking for reliable service and respect for your service, I strongly advise you to avoid the Barstow AT&T store. They excel at making sales, but fail miserably at providing even basic customer support. The entire experience was a frustrating waste of time and a testament to their appalling customer...