AT&T Store — Local services in Denver

I apologize for how long this review will be but I promise you will never read a more real review anywhere else!! I wish I could give this store 0 stars. The employees at this store are worse than a used car sales man! Went in with my boyfriend last Friday to find out options to upgrade our phones and we were helped by a guy named Danny (super nice guy but is still new and made some mistakes with quotes and things but was very apologetic which helped a little bit) fast forward to our decision to go with the new IPhone XR. I told him I wanted the red one and my boyfriend wanted the blue one. His response was they only had the white and black in stock so we would have to order them and they wouldn’t be here until the coming Monday. We really wanted our phone for the weekend as we were going to Red Rocks for a show. We then asked if they could check another location to see if they have our colors in stock however we were told that no other stores have any of the actual colors in stock so we unfortunately we with the white and black. The next morning I called another location and found out that the location I was at is an “authorized dealer” and the one I called in the morning was a corporate store which had all the colors in stock. I called the original store back and talked to Warren the “manager” and explained my frustration as now if I wanted to get the color I actually wanted I was stuck paying a $45 restocking fee. Warren told me there was no way to avoid the fee but he would “credit” my account and order the phones we wanted. My phone came in on this past Tuesday but my boyfriends wasn’t going to be here until Thursday so I figured since Wednesday was my day off I could go in and grab my phone and be done with it. That wasn’t the case. Of course Warren was off and apparently he had my phone on his person so I wouldn’t be able to pick it up until Thursday so I ended up wasting more time! Why is the manager taking equipment home? Hmmm or was that another lie. Today I finally got my phone and was assured that notes were in my account about the $45 x 2 restocking fees to be credited to my account were there, only to call 611 and spend 2 hours on the phone and finding out there was never any note what so ever!! Luckily customer service was able to fix the issue but I just want EVERYONE to know how shady and disgusting this “authorized dealer” is. They will agree with every single thing you say and try to become your best friend so that they call steal hundreds if not thousands of people’s hard earned money! I highly suggest you go to a corporate location and not an...

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So I went back to AT&T 2 days later and the upgrade still couldn't be reversed b.c the installment was still on my account and the employee support people REFUSED to reverse the installment unless the AT&T employee (Brodi) confirmed that the phone was back in GoEnjoy inventory himself by talking to GOEnjoy. So we called them and they confirmed that AT&T has the phone (and the worst systems communication team ever with inability to write efficient useable code). Then the employee support guy spent 25 mins confirming with his supervisor that he COULDN'T reverse the installment on my account b.c the supervisor felt that the installment reversal should happen automatically the natural way via the slowest system ever created. So the employee support people basically lied multiple times to get us off the phone until they ultimately refused to actually do anything. They said "so we have an answer for you but it isn't the answer you want to hear - the installment may take 10 to 20 days to reverse automatically in your account." And they have been trained to break bad news that way ("not the answer you want to hear") by some idiot psychologist - btw it doesn't make it better. (Had to hear that multiple times). I spent 1.5 hours in the store each visit up to this point and I forgot 1 visit b.c I recall spending 6 hours in 4 visits in the store trying to get the support people to do their jobs. So I returned to the store 5 days later and I walked in and asked for them to check my account if the upgrade was available and it was still messed up. (It was a new employee I hadn't met yet and he was super helpful and wanted to help). But I told him what would ultimately happen cus I'd danced the dance a few times at that point and left. 5 min visit, thank thalord. Checked back 4 days later and the evil installment had finally disappeared the way nature intended (which is through NO AID of the employee helpline). Finally after 3 weeks the cell phone store managed to sell me a cell phone they had in stock for me the entire time reserved with a sticky note with my name on it in...

So where do I start. Switched for Verizon. Lines took near 10 days to port so paying for two services. Tried multiple times to get lines switched. Claim was the lines were down that day, but 10 days? My phone wouldn't accept picture texts from Iphones. Spent near 10 hours in the branch trying to figure it out. Yeah finally it works. Then the bill comes. Promised credits NEVER applied. This takes say another 5 hours, maybe more including the calls to the branch to be ignored. People in this branch are so beyond rude, I mean nasty, especially the younger aged woman that works there. Forget her name, I would name but most people try and bury trauma. She is a Spanish speaker I know that because she was called upon to help Spanish speaking clients. Asked for management. He could at least read a bill. Promised credits took nearly two weeks and multiple follow ups, calls and visits to the branch. Second bill, still shorting me on credits owed. These chat morons are beyond the dumbest people on the lot, and I swear I hate to be this person but frustration is, whatever the phrase is well beyond the boiling point. Truly stupid people, totally untrained on how to even read their bill. Brian the manager tries, that's good and he got the Iphone picture thing fixed so kudos to him. If I could cancel my contract I would pay $75 more per month to never have to deal with ATT ever again. My advice is stay away. What a true clusterf. Thanks ATT. Side note.......asked for higher level manager to get a discussion going and was told NO, sorry meaning they wouldn't give manager information to hide their serious, borderline...