AT&T Store — Local services in Lake Forest

This store and most of its staff especially Brian and Steve the manger as well as the female manager 'ARE A COMPLETE JOKE " they are horrible with customer service , rude, slow, disinterested and are willing to lie to the customers to make sales or to sweep customer complaints or issues under the rug

I waited in line there for 2 hours and after realizing I would be there for another hour + before I could get any help, I asked the counter staff top confirm my suspicion that there was another ATT store just up the hill from us ?

The female manager first said " NO " I don't think so , we are the only store in this area . I said - Noooo actually I remember driving by one here in the area, I just cant remember where I saw it .

She then said , well yes but you " don't want to go there" - I said ? WHY ? - she continued that the other nearby location was not a Corporate Store and that I would receive bad service their and that she's heard horror stories - I remarked thats funny - because Im receiving bad service here and the entire room is full of customers that are not happy being here !

She then asked what I was here to do and confirmed my place still 10 people out in the que, I said I merely wanted to pay cash for a phone I could use for work as I ran a small fleet of UBER BLACK cars and needed something on the ANDROID PLATFORM OR THE MAC SYSTEM that was cheap and I could pay cash for now and put one of my existing SIM cards in and go .

I saw a phone that looked suitable and questioned her about its operating system and compatability with "apps" specifically the UBER PARTNER APP for drivers . She said you can use this phone for "any apps" you want and yes UBER PARTNER drivers have purchased this phone .

So I said " are you sure " - she then confirmed and brought another sales person to work with me , " " Brian " - bearded - 3 day shadow ... then confirmed also that the phone would work with any and all apps I needed to install.

I then said great Ill take it , they forced me to purchase $25.00 in credits to be able to sell me the phone for cash on the spot - I thought this was strange that I had to be " upsold" in order to purchase a phone that was offered as a " no contract " phone . I bought the phone paid the extra $25.00 and then left . about ten days later I was trying to activate the Driver APP and it did not work , I called ATT and they said take it back to the store , so a few days later I went back and told them I wanted to exchange this for a " working " phone that accepted the important APPS" - , I addition the $25.00 I was forced to purchase never was put on my account by "Brian " and I had to redeem that from an ATT customer service rep over the phone 10 days later .

Brian was there and the female manager was not when I came to exchange the phone - Brian looked into my account and purchase made just a week and a half earlier with himself , he then said I could not exchange the phone because it was 3 days past their buyers remorse period ?

I was not happy with this so he went int he back and brought out " Lumpy " - Steve the manager - Steve was an idiot and an overgrown " Imp" - he immediately got in my face and too close for normal comfort zone and said - we have a buyers remorse period , its passed and you will not be able to return or exchange the phone , I said oh so your going to just blow me off ? He said We have a buyers remorse period , you are 3 days past that and there's nothing we can do for you !

I protested that the sales staff lied about the functionality and that I was very specific as to my needs for the phone , he said " the sales staff cant be expected to know everything about the phones and it was a simple mistake " then he said that why we have a buyers remorse period .

DO NOT GO INTO THIS STORE - IT IS A JOKE AND STEVE AND BRIAN AND THE FEMALE MANAGER " LUPE ? " CAN KICK ROCKS .

I NOW SPEND AT LEAST AN HOUR A DAY PARKED NEAR THE STORE TURNING PROSPECTIVE CUSTOMERS AWAY - THIS PRACTICE WILL CONTINUE UNTIL ATT HANDLES THIS...

Run don't walk to the AT&T store in Town Center Mall ( next to Target) as for GIGI! I can promise you, astonishment. Greetings— A plus, knowledge of AT&T is off the charts! Mastery! Of Apple marriages to Apple products, par-none the best I've ever seen including, our on the level of long-time Apple Store employees.

Professionalism and Patience with my lack of the above— put it this way, ( I'm not crazy about retail shopping, etc in general, especially after the horror of below ) I wanted to buy her lunch, stay till they closed, and learn everything I possibly could from Astonishing young woman, I figured, maybe 27yrs old nosey me I asked: Nineteen!! Gigi the AT&T wunderkind is mind-blowingly brilliantly only Nineteen. Go Get ‘Em Girl! The world is yours for showing up! For now, you know where to find her! There is more than hope, for our beautiful country! Cheers All!

For those that want the pre-Gigi AT&T war stories read below.

Well, forgive me everyone for not sparing you a thumbnail sketch of the grueling saga of an almost, unconscionable lack of basic professionalism at five AT&T retail stores.

The lack of knowledge across the board, the misdirection of my next steps, the 100% unstated anywhere that all AT&T stores are Not Certified Corporate stores, which means the ones that are not are very limited in their capacity to do much more than sell you something. Did you all know that? I've been a loyal customer of AT&T for 25 years Who knew? AT&T phone operators say ‘Just go to your closest AT&T for such and such…’ NOPE!

Made the suggested appts, one after another as ‘each!’ store called made ‘false claims’ over the product in-house, the basic understanding of various basic know-how regarding AT&T and Apple interfacing. Our last attempt over three weeks was the AT&T right off the 5 fwy on the south corner, a super large space. Well, this aim for good service and clarity with my contract and upgrading of my phone that had already been ordered ( all the paperwork in hand) within 10 min ramped into, the young man flat out accusing me, a kinda old lady and my partner of attempting to swindle new phones?!?!, admittedly at this point the weeks of bad to awful experiences caught up with me, I did in a pre-yelling voice demand the manage well, if I were aiming to be a UFC fighter things might have gone better!

On approach, the seething Aggressive manager approached us with demands to stop abusing his employee, and exit the store asap (or the police would be called. I could not help but laugh — go ahead!

…Up till that moment the phrase regarding my paid-for monthly step-up program had not registered with the manager and being an AT&T step-up-plan customer ... Case in point the new guy had no idea of ‘step up’ apologies abound for the ridiculous terrible accusations and treatment — blah blah blah! We left, no further along with our need for...

Worst customer service ever! I went in 4 weeks ago to get pricing and package information for new service. Customer representative Diego gave me the information, I told him I would think about it and get back to him after I go up the street And see what Cox has to offer. He said At&t has great service and excellent customer service and they would give me an additional $200 "closing deal" incentive and save me time. When he started the order he said he can't complete the order because there is existing service at that location. (Previous tenant) he told me he would place the order for another address just so that a installation date can be scheduled but to call him when the previous service gets disconnected, to switch the address. First install date was to be March 3rd, I asked for an earlier date he said he would get back to me, later that evening I get an email that my service date had changed from 3/3 to 3/24?!!! I called him he said a there was a miscommunication and he will switch to an earlier date. 2 days later...his voice mail"sorry best I could do is back on March 3rd." I called March 1st after previous tenant had disconnected the service, Diego was unavailable; I called At&t, after talking to two mangers who said they have to cancel and redo the order because of service location change. After 2 hours I was given back the same date of March 3rd and everything was back on track, So I thought... March 2nd I get a email confirming the install date but the Order had changed and Directv part of the bundle was cancelled?!!! I called Diego he said because the order was changed and he wasn't going to get the commission of the sale he wasn't sure if he could do anything but he would try! 3 hours later he got it back on track. I was all set AGAIN... Today, AT&T install tech arrived on time double checked the order, I ordered 2 receivers he had 1 on order, he said no big deal. 45 minutes into work he gets a message that order is cancelled???!!!! Calls his manager and Eric the install manager confirms. I call the Manager Rene at the store where I place the order and he can't figure out what happened, Didnt even know who cancelled the order! the tech was nice enough to stick around until gets things sorted. Manger Rene stated it would take 20 min to place new order and he would expedite everything so the tech can resume the install. 2 hours later unsuccessful, his response to me: " I apologize but there is nothing we can do today, if you like we can give you a new install date or you can choose another provider" SERIOUSLY?!!! What horrible customer service, and saving (wasting) 4 hours of my time.

At&t, I would welcome your response to such terrible service, where your own mangers can't figure out how an order placed, confirmed and with a service tech out for install gets cancelled and know one can figure out what happened or provide answers...