AT&T Store — Local services in Dallas

Earlier in May, I upgraded my phone & only added a new device for the buy one get one free XR promotion. During the initial visit, I was working with the store manger Alberto and was informed that I qualified for the promotion because I had an unlimited wireless plan and home services with ATT. I was then informed that customers with either home service or an unlimited plan qualified for the bogo. Following the initial conversation, we discussed my employee discount & I was informed at the time that my employer discount doesn’t apply to unlimited plans. From there, Alberto told me that I could switch my plan to a smaller data package and that I would not only qualify for my employer discount, but I will also still receive the bogo plan. Which was exciting because I was able to save some coins, get a free phone as my little brother’s graduation gift, but I was also able to finally get him a active phone to see him off to college. However, before leaving the store Alberto did inform me that I would only have to pay on the XR phone for 2 to 4 billing cycles & the cost of the XR (the free device) will fall off my bill. Following that, I would then receive back a credit for $75 - $100 for paying on the device for 3 to 4 billing cycles. Fast forward to 7/13/19, when I received an email for the August’s phone bill and it still included the cost of the XR. Even though they told me 3-4 billing cycles, something in my spirit told me to contact customer service about it. After speaking to a customer care rep from the wireless loyalty department about my concerns for the bill. During that conversation, I was then informed that I no longer qualified for the bogo because I changed my data plan after adding the new line. I was lost and was unsure of the information I received and requested to speak to a manger. After peaking to the manager, I let her know of the information I was told during the initial signing for the upgrade. But she was not hearing it, so I got off the phone & went to a corporate store off Park Lane & 75. That same day, I spoke with Jon & Rafael about the issues & they were extremely helpful and understanding. To the point, where they sent corporate an email to resolve the issue & ensure that I would receive FULL CREDIT for the phone and I would get the initial deal that I signed up for. Like everything, there’s a catch & I was informed that it could take up to 60days to receive the credit. However, I never received anything after that & I visited the store two times for updates. Once in August, where I was told I still need to give it more time. On that day, I also spoke to Rafael and Clinton, the district manager of that store. Where I was then told, that an updated email was sent to check on the status of the credit. Here we are in October & it’s been 90 days & I STILL HAVE NOT RECEIVED THE FULL CREDIT. I stopped by the Park Lane location to check up on the status of the email, come to find out nothing was done and I waited over an hour to be told, Clinton was no longer the district manager. Plus, they said my request was denied for the credit b/c I needed to go back to the initial store I received the upgrade from. But NO ONE EVER CONTACTED ME ABOUT THIS!!! So now, I began working with Omar & Jasmine for further assistance last Friday. Jasmine was able to contact Jamie, who is the district manager for this store about my credit. He informed her that $400 would be applied on Monday and the remaining $350 would post to my account on Thursday. Now, it’s Sunday & I still don’t have the full credit for the bogo I initially signed up for in May. I am beyond frustrated I’ve had to deal with this issue for so long. It’s not like I’m asking for a lot, I only want the initial bogo deal I signed up for & I shouldn’t have to suffer for a mistake that WAS NOT MINES! Super long story short, before doing anything with ATT store make sure you document everything & keep record of who you speak to. B/c even after all of this, I made sure to document everything & I will continue to do so until I...

Awful experience turned around - I was dating a guy that worked for AT&T. I had a different carrier and phone until it was stolen on my birthday. I wanted to cancel our birthday dinner but he insisted that I could get a new phone and account with AT&T in no time. While I was at work, he was asking me information over the e-mail. He insisted I get an iphone, and by the time I got off work the phone was "ready." I show to the shop he worked at and he had already activated a 64gb rosegold iphone... even though I wanted gold. 1st. If you are paying $600+ for a phone, it better be the one you want. He said it was activated already so i couldn't exchange it. I asked if I kept the same number which was a huge priority for me, the answer was no. He asked for my credit card, I put 300 down and paid the month and taxes. He then said because he worked there, my bill would be a flat 60 dollars every 20th. So as time goes by, he recedes into prepubescence and starts acting like a child and I drop him. This guy had put my phone and account under his name. Under his account. He was later fired for other reasons. Although i paid for it, he tried to Yellow-list the phone, or mark it stolen unless I gave him the payments infull. I pay the phone in full to him for him to give to ATT, and call ATT to inform them of the situation. The guy from costumer service said that, that had been a personal choice of their employee therefore they weren't involved. Let me say that if you go to an ATT store, and one of their employees punches you in the throat, you can sue ATT. So don't sit here and say you aren't responsible for fixing that issue. I was on the phone for about a good 30 minutes with him before being transferred to Marilyn. I don't know if notes were not written because I had to repeat the entire situation again. AFTER BEING ON THE PHONE FOR NEARLY TWO HOURS, i got asked to call the guy. I call the douche of an employee to have him verify the account. My phone line was transferred with the condition of a 500 dollar deposit. Costumer service would waive. A month later, I go pay my bill and the 500 dollar fee is there. I had to go to not one, not two but three locations where the manager in this store insisted I stay until it was fully resolved and I could see it be resolved. She was amazing. That one manager turned the entire situation around and made me completely forget about the lack of professionalism this company had...

This store is not credible on what they said they would do. At first, on day 1, I should’ve walked away from the way the employee treated another customer. Giving them a benefit of doubt, I continued with our purchase. Got two Apple Watch, asked for a black and green. Received one wrong color and realized it within ten mins and went right back to exchange for the correct color watch. The watch was not opened at all, package still sealed, and cashier acknowledged the confusion. Had to call her manager for instructions on processing the correction. They charged me tax (again) with indication that I will see a credit within a few days. Nope. They also didn’t tell me about the $35 per watch activation (got charged three times for two watches on our account). The credit Didn’t happen, instead, I got charged more and for a third watch that I don’t have on my next bill. Went back twice in regards to this and still don’t see the credit. Att customer service is sending me back to the store for the dispute. They ‘canceled’ the line… but I’m still not credited properly for a watch that isn’t active nor in our possession. Just be aware of my experience with Alicia and Kenya.

Edit response (10/13/22)- I sent you an email with a pic of the receipt showing this exact business address as the place of said business transaction. I gave you guys two opportunities to make it right (not counting the Att customer service). This would...