AT&T Store — Local services in Elk River

I had two interactions with Caden at the AT&T store in Elk River. Both times he was inattentive and pushy as if I was a burden to be in; and I quote, "his" store. I asked several times about my trade value of my current iPhone 12 Pro 256gb phone. He was staring at his screen punching in info when he uttered that it looked like it was going to be $1,000. He went on to explain that my monthly bill would not go up at all if I got the lowest storage capacity iPhone 15 Pro available, roughtly $5/mo for a 256, $8/mo with a 512, or $12/mo with a 1TB. They only had one regular sized iPhone 15 Pro in the store and were being very pushy for me to hurry up and make a decision. Being a sales person myself I let them sell the phone to the other guy in the store and had them order a phone for me to my house so they could make two deals instead of going to a different store. I asked for a receipt and was told one would be emailed to me. The emailed receipt showed nothing about the trade value of the phone.

I quickly learned that was a bad decision upon my return. Caden was laying his head down presumably sleeping or texting and didn't even acknowledge my presence when I walked in the store to return my phone, which I had already wiped so all he had to do was return it for my trade value. The phone in perfect condition he looks at it and says yep, gonna be $700. Obviously this didn't make me very happy so I confronted him about the $1,000 he previously quoted me. I was met with an argumentative and disrespectful demeanor. He said I was accusing him of being a liar and he would never say that. When I asked to speak with a manager or get contact information for someone corporate to dispute the trade value he said he was the manager and he was certified who were they going to believe? We had a brief exchange which he had absolutely zero customer service skills to resolve. I swore in my sentence, not directed at him he said I was acting like a child and to get out of "his" store because he was off in 10 minutes and didn't have time to deal with me doing "all that". I demanded my phone back and he said he had already done the trade and then said whatever and set the phone in front of me before escorting me to the door to lock it behind me, again opening the door after and telling me I was childish, I said is this really how you treat your customers and he said I wasn't a customer anymore, dispite the fact that I had just purchased a $1,300+ phone from him a few weeks prior. He then said he was calling his GM.

A few minutes later I was met with an officer saying he was called for an unruly customer. Not once did I call him out of his name, or get aggressive at all. The officer said he wasn't going to charge me with anything, I walked to the door and attempted to apologize to Caden for swearing in my sentence saying we both could've handled the situation better. He replied with yeah you could've rather than take any sort of accountability for anything he did.

I would not recommend going to this store, they are obviously trying to push whatever they can as fast as they can to make as much money as they can and have absolutely no interest in serving...

Go some place else. The customer service at this store for me has been atrocious. If I could put less than 1 star I would. In April of 24 I was told if we got the iPhone 14 we would also get a free pair of airpods with each new phone as a promotion. We got 3 phones. I have been getting charged monthly for these 3 airpods since May. I brought this to the managers attention. By his own admission he told me that this employee had lied to me and others about the free airpods and was fired for this and other reasons. Even though the manager admitted to me that his employee lied to me and got me to commit to 3 new phones under false pretenses on a promotion the store refuses to credit me the money for the airpods. I continue to get charged monthly. Also, we went to Costa Rice for a vacation in June. I checked with 2 different employees at this store BEFORE the trip if we had the international calling that covered Costa Rica so we would not get charged the daily fee for international calls. They both told me our phone plan did. As it turns out it did not. An honest mistake by the employees. In the time that we were down there we were charged a daily international fee for 4 phones. This totaled more than $500 over the course of the trip. I have been trying to get these credits for both the airpod charges and the international charges for wait for it...6 MONTHS! At this point I have been overcharged almost $900. I have been in the store and spoken with the manager numerous times. I have sent him numerous text messages. Still problem not solved. I under pay my bill even once and my service gets cut off almost immediately but I can get over charged for months on end due to intended lies and honest mistakes by his employees with no fix. The solution is SUPER easy. Refund me the charges or credit my bill yet somehow this is asking too much. Go...

WATCH YOUR CREDIT CARD PURCHASES! I went in to purchase a sims card for my daughters new phone and they gentleman I dealt with was great... However when I called 3 days later to tell them they double charged my card with 2 transactions for the same price back to back on my (NOT PENDING) but recent withdrawals list (meaning the money was already collected) they informed me that wasnt possible, since once you sign it only charges for that transaction. I said I understand that ( being a store manager myself) I know that with these new chip cards there have been glitches with these systems ! I said you can check on Tuesdays credit card report from the machine you'll see it will have 2 transactions for the same amount , not in your computer purchase records because of corse only 1 was charged in there system ,this is the credit card terminal that we are talking about! So since they don't believe that it's possible as I'm starring at my account online telling them that it is ! I NOW can make a trip back to prove them WRONG! Great Customer Service, think I'll stick with the...