AT&T Store — Local services in Malvern

In January 2023, my wife and I, long-standing AT&T customers, visited the AT&T store in Malvern to trade in our phones for an upgrade. We both took advantage of promotions that offered a $900 trade-in credit with any phone. My phone was successfully traded in and credited correctly. However, my wife's iPhone, which she turned in, was lost by the staff at this location.

Fortunately, we had proof of the trade-in, and AT&T's customer service verified this information. Despite this, the store has continuously denied our request to either return the iPhone or fulfill the promotion obligation. Over a year has passed, and despite multiple interactions with both the online customer service portal and in-store visits, the issue remains unresolved.

The store has repeatedly made false promises to fix the situation. Whenever I call, I am often told that the manager is unavailable and that they will not return phone calls. I wholeheartedly cannot recommend this location to anyone due to the lack of accountability and...

bad shop, bad clerk, slow service. 2 years ago I traded in my cellphone at this shop and it turned out that this store didn't give me credit for my cellphone until today. I've been processing it since last May and it's been shifted here and there, they told us to wait for a call from them but it's been 2 months there's been no call from them. if i asked the answer they give you we can't do much to help. (I keep calling them so they don't forget my problem, if i don't call them they don't care either). The Worst thing they still overcharge me. Is this how big companies work? I'm really very disappointed. They owe me 1400$ to trade in 2 cellphones here and still charge me 80$...

The young lady that helped me is named Sarah at the AT&T store in Malvern, AR. She was extremely helpful. She solved my problem with my brand new 12 Pro Max phone. She was very polite and courteous. She was patient as well…I am 65 years old…I have had several brand new iPhones and needed help. She was very gracious——this store is lucky to have her. It would be good if you guys have a service recognition award of some type….she deserves it….not all people like to help elderly people….y’all need to recognize good,...