AT&T Store — Local services in Glendale

I am extremely dissatisfied & disappointed in the service that was provided by particularly the new manager named Daniel. I am a business owner of three different businesses in which I only use AT&T services for one. I went into the store today due to questions pertaining to my bill which was a lot higher than what it was supposed to be. Daniel approached me but while I was speaking to him he never offered to pull up my account & even in the middle of our conversation he walked away & came back & wanted me to re-explain for the 3rd time. I was told when opening up the account I would have insurance on my phone however when my phone was stolen & I tried to order a new phone I was informed I did not have insurance. So I had to open up another line & order a new phone in which I am currently paying for two phones, one that I am not even using because someone at the store did not to put insurance on my phone. A few weeks ago I went into the same store only to purchase one iPhone watch. I was told by the Manager Erik & Rep. Robert that they would give me a second iPhone watch with a credit of $300 to & I agreed. I later checked my bill & saw that I had insurance on all my devices in which I did not ask for. I only asked for insurance on one device. This mistake made my bill astronomically high so then I was granted another credit of $200 in which I was told that credit would be applied on August 22, 2020. So I canceled my automatic payment which was set up for August 20, 2020, so that I could see those credits be applied on my account before paying the remaining balance. Those credits were not applied to my account which is hence why I went into the store today. This Manager Daniel was the most sarcastic, rude, unsympathetic, non empathetic Manager I’ve ever met. He never provided any real resolutions. In fact he told me that he would get back to me once he checks on a few things. It was as though he was trying to jerk my chain & not provide any customer service to me at all. He also told me he couldn’t see any notes or any Credits to be applied on my account. Which contradicted everything every representative has told me within the last two months regarding my account. He was very to argumentative & combative. Once I realized he wasn’t going to help me I decided to leave the store & told him I will be back tomorrow to speak with Erik the other Manager. But before leaving the store I turned around & asked him for his General Managers name & phone number. Daniel then responded vaguely & got smart with me. When I told him I was going to contact the general manager he got upset & asked me to leave his store and then I asked him why are you telling me to leave the store I’m already leaving the store & I only came in here pertaining to my bill in which you have not provided a solution. He then threaten to call the Police on me. I was not yelling at him, I was not screaming at him, I did not hit him, I did not punch him, I was not in his face, I did not make any damages to the store but yet in this moment in time where black men are being killed by police for no reason, he thought it was okay to threaten me & then laugh about it. This was a horrible representation of how to treat your customers how to treat business owners who are in business with AT&T. I honestly hope that some action is taken for the unnecessary threats received on behalf of Daniel. It was totally uncalled for and unprofessional for him to use the problems of today as an egotistical tool to feel better about himself. The worst part about this I spoke with another Manager from another AT&T store who informed me that all Daniel had to do was inform me that the store could not apply any credit changes to my current bill & only Customer Service could help with that & I would have never been in the store no more than 20 seconds. Horrible customer service & horrible representation of AT&T. I...

I would give the 75th and Bell location a negative 5 if possible. My wife signed up for ATT back in 2018. When she did, apparently a second line was added to her account without us knowing. She canceled her phone service in Jan 2023 and moved to Verizon because ATT 5G is horrendous in Phoenix. We thought that doing the switch closed her ATT account. We just found out she was still getting an $80/ Month auto bill pull from her account. Yes, we should have caught this but didn't watch her account transactions as close as we should have. This second line has cost us approx $7000 since it started in 2018. We went into the store on Thursday 9-19 and this is how we found her old account number and second line. We had the auto-pull cancelled. Saturday 9-21 we wanted to verify this account was actually closed. We went back to the store and talked to a manager. We told him we wanted to verify this account was closed and if not, wanted to close it. He went to his computer for a second and then came back and said there was no such account. We told him there was and to check again. He went back to his terminal and I followed. He told me again there was nothing. I told him there was and he needed to verify because ATT overcharged us $7000 and I turned it into the fraud department. He then said it was a fraudulent account and started back peddling and wouldn't give me any more info. I told him there was about to be a lawsuit and he said I needed to leave the store. I asked for his name and he said Kevin Lang. I have since verified there is no one at this location with that name. Guy didn't even have the Balls to give me his correct name. Typical sales person. I told him i was in the store 2 days earlier and that's how I got the info about the account number and second line. His response was "I don't think so." I said check your cameras feeds, I was here. He said again "I don't think so." I asked him if he was calling me a liar to which he kicked me and my wife out of his store. All in front of a packed store. Afterwards we called the offshore helpline and they were able to clearly find our account and cancel it. Took 5 minutes. This is all I was asking this store manager to do but he escalated it to this. I will now be filing claims with the FCC, Better Business Bureau, and ATT office of the president against ATT and this store. Could have been handled much better but this is the path...

I just had a very uncomfortable experience with Mari, and would like to know why there were no managers there to help her with this situation. I went in to to return a device and when she stated I would be charged a restocking fee (not the issue, the policy is not her fault). When I went on to explain that I had spoken with customer service, who insisted I would not be charged a restocking fee, and to kindly pull up my account notes, she immediately cut me off to say “it doesn’t matter. This isn’t going to do anything and I’m still going to have to charge you a restocking fee ”. I started to explain how I attempted to cancel the order before the device I was returning shipped, and before I could finish she again cut me off and said (very sternly) “are you talking or am I talking? Because you keep interrupting me and we can’t both be talking at once so I’m going to need you to let me speak” I asked if there was someone I could speak to who would be able to handle the rest of the process, and she told me there was not a manager in her store today.

I have worked in customer service. I understand that the general public doesn’t treat people in customer service very kindly, and I assure you I am not one of them. I went in politely and even tried to soften the situation by stating that I know it was not her fault. I am not upset about the policy itself, I am upset at the level of disregard she had for me and the lack of empathy she had for my situation. She spoke to me very disrespectful. I wasn’t asking her to bend the rules for me, more so put me in touch with someone that I can speak to who can help me, as I did my due diligence try to cancel the order before it shipped (and was assured multiple times I would not be charged).

I don’t understand why I was treated so unkindly, but would like to emphasize that I am a person and while yes I was frustrated with the situation (rightfully so) I was in no way taking it out on her or being disrespectful. I also do not think it’s appropriate or fair for a Sales Consultant to have to deal with something that a manager should be handling- and I do empathize with how frustrating it must be for her to not have any assistance when customers need extra help. I left feeling even more frustrated than when I arrived, and still do not have a return solution due to technical issues from customer service and their inability to send me a...