AT&T Store — Local services in Laguna Niguel

I have been with ATT for 30+ years-since it was called Cingular. I had been lazy about upgrading my phone but finally decided to get a new iPhone 13 yesterday.

While he was creating my order I noticed on his ipad that he had my daughter’s number on the screen with my name. I mentioned it to him, that it was the wrong number. He basically blew me off. Told me it wouldn’t matter. So I trusted him.

Also, he asked if I wanted to save $10 per line per month by signing up for autopay. I said sure!

These two blunders have caused me to spend a total of 5.5 hours today on calls with various techs at ATT to straighten it all out. A complete and utter nightmare.

Because he didn't edit the phone number to be MY number, it assigned the new phone to my daughter (not me) and shut her own phone down! We learned this when her husband called me at 10:30 pm their time (TN) thinking he was calling her because his garage door remote battery died and he could not get in. He literally could not communicate with his wife inside the house because her phone had been disabled!

It has taken my whole day to try to straighten it out. She is still without a phone and has three little kids--a very dangerous situation. If something bad happened she would have no way to contact her husband or 911.

Also, to add fuel to this dumpster fire, I received a text saying I am no longer eligible for the discounts I got on my account. Why? You guessed it-because when he signed me up for autopay it put me in an entirely different program!!! I had NEVER wanted to change my plan! So the salesman basically conned me.

I have spent my day unwinding that issue as well (required escalation because my plan was an older plan and they are having trouble reinstating it.

That employee was very friendly and nice, but he is...

Worse experience at this location. Manager Brandon has the worse customer service. My parents went in to simply buy a phone but somehow ended up leaving the store with 4 lines? Have in my mind my parents were Not aware there was 4 lines now on our account.Not sure what exactly happened since unfortunately i was not with my parents when they went to the store. When my parents went to return the phone they purchased and cancel the line they added it seemed that he was very bothered that we were returning it and felt like he kept making a big deal out of it. I had already spoken to customer service multiple times and they couldn't even explain why a fourth line was added. He was snapping me and giving was being rude because I wanted to confirm that the right steps were being taken to fix the issue. When I told him he didn't have to be rude and why he had so much attitude his answer was simply because I kept asking him the same question. I work in customer service and even if someone were to ask you the same question 10 times that is not how you respond. You are there to give your customer a piece of mind and assurance. If he spoke to me like that i wonder how he spoke to my elderly parents who aren't that tech savy when they first went...

If I could give this place 0 stars I would.

Went in to get a new case for my new phone and unfortunately didn't have the case in stock. I spoke with the salesperson on the floor and she said she would be happy to help me (great I thought!). She said that I can order the case and it will be mailed to my address in about 2 weeks. She took down my information and everything seemed to be all set, can you guess where this is going?

Never received the case. Waited 4 weeks before heading back into the store. According to them my purchase looks no different than a transaction for a case that was in stock so it looks like I purchased this nonexistent case in the store (thanks lady!). They told me they could do nothing for me and I should come back when a manager was in the store. Went back at least 3 more times, manager was never in the store and I reversed my charge through my bank.

Never EVER let these people charge your card without holding the item in your hands, chances are they will mess...