AT&T Store — Local services in Dana Point

I am posting this review on behalf of my elderly mother. In February she went to the AT&T store located at 32585 Golden Lantern, Dana Point. She intended to buy a new iphone. My mother is in her 70s and is not technologically savvy and gets confused easily. The employees in this store completely took advantage of her. At first they said a line for her and a line for my dad would be around $55 each, but ended up selling her a five line business contract, a new ipad, a new modem, and a new iphone! At one point she said "I don't want all that" and they said "oh don't worry about it, you will." Needless to say she will not be doing anything like this again, but this store should be ashamed of themselves for taking advantage of a senior citizen! They did not give her a receipt for the transaction. She left with the iphone, but didn't even realize she was sold everything else until the modem and ipad arrived in the mail after a few weeks and she got a bill for $452.48 the next month.

After receiving the shocking bill in March, she called At&T several times and no one helped her or explained what she was sold. At one point a representative said "oh that's a not a corporate store, so we don't have much control over them." Someone said she wouldn't be charged for all the extra lines going forward and gave her return authorization for the ipad.

However, in April she received another bill for $366.76 with all the extra business lines on it still. She also received another bill for $147.89 for a different account number that she had no idea about. At this point, I stepped in to help and have called multiple times for a total of five hours on the phone. On 5/1 Helen in their loyalty dept filed a ticket for our case and said we should be contacted in 3 business days, however we were not. After a week we followed up, got a rep Christian in loyalty dept that could not tell us any information. We asked for a manager and after 1:20 on hold, we were hung up on.

We have filed a BBB complaint and will be disputing all charges on her credit card.

To say this is atrocious behavior by this store and service in general by AT&T is an understatement. Anyone, should be extremely wary of what you are being sold in this store, and don’t for any reason let your elderly parents go there - they will be taken...

If you expect competent store employees who provide you with honest information this store is not for you. Avoid it and try another store if you have made up your mind to go with ATT. I went into that store to find out about their single plans for 55+ that included internet and wireless. I had internet with ATT already but my wireless was with t-mobile. To get me to switch the employee who said he was the store manager told me that I can move my two wireless numbers from t-mobile and combine it with my existing ATT internet for only $99.00 with no activation fee. And that I would see the new combined plan under myATT account within 24 hours. That did not happen and instead I saw separate bills for Internet and wireless after one week from the time I switched from t-mobile. The wireless alone showed my bill to be over $200.00 payable within a few days. ATT I was told charged upfront for its plans. As I could not get an answer from the store I contacted the ATT wireless multiple times. Going back and forth between the store and the ATT phone agent. Amazingly I found there is a total disconnect between the store, the ATT internet service, and the wireless numbers that you call. They don’t talk to each other and have no clue what each is doing. To cut the story short after many hours on the phone with their wireless reps I found that there were multiple activation fee and in addition I could not include my current internet with this particular plan and That I needed to downgrade my current internet plan before I could have that combined $99 55+ plan. As it stood my wireless had gone from $60 for similar plan with t-mobile to $130 with ATT. I had to downgrade my internet which again was almost like talking to a different organization. I was told that going back to t-mobile I will have to pay ATT fees. The other things that ATT told me was that their service coverage was much better than t-mobile and t-mobile often uses their towers. Something that I found not to be true as my wireless service is much worse that when with the t-mobile. My issues with ATT remains to be completely resolved but I wished I had not switched from t-mobile. My experience with ATT raises many questions about this company employees competence, integrity, and their inefficient...

I had the absolutely BEST visit ever at an AT&T store today working with Robert at the Dana Point location. He was extremely knowledgeable, over-the-top helpful, friendly, and proactive in helping me in EVERY possible way with my new phone upgrade purchase as well as my AT&T service. I have a family of 3 young men his age, and I must say, Robert's professionalism, maturity beyond his years, and go-getter style make for an exemplary example of a sales person! This location should be on the lookup, as he is surely going to become a leader in his field quickly! To say I was impressed was an understatement, and I want to make sure Management realizes the incredible customer experience working with Robert so he can be recognized. I have a first career background in IT networking hardware sales with Cisco Systems in the late 90's and I will tell you that Robert's sales savviness is right up there with some of the best IT tech sales reps that I worked with at Cisco. Robert also built customer confidence by saying "If you have any issues with anything, you come back to me directly and I will take care of it" and handed me a business card with his number on it. He additionally followed through with a text afterwards thanking me for my business. Talk about a class act! Robert may be young but the world needs more Robert's in the work place- he's a super star and made me WANT to do business with him and the store. Thank you for the great hire, and for the best experience that made me leave with a huge smile and restored faith in "kids" his age! What is often a long dreaded appointment at the cell phone store tuned into a great afternoon and overall fantastic experience...