AT&T Store — Local services in Manhattan Beach

I rarely ever leave reviews and if I do it’s something positive BUT MY EXPERIENCE WITH DEISY🫨🫨🫨(spelled with an “e”) WAS SO RUDE, I wanted to atleast spare others the trouble of her putting a damper on your day.

She wasn’t even assisting me but left such a bad taste I’m writing this review 3 days later.

The Situation: Long story short I needed to exchange my new iPhone but didn’t have the box so Diego was helping me process the return of my current phone through a phone rep to receive my new one in the store. Andrea helped me after that but couldn’t process or her end so I needed to get back on the phone with ATT.

MY ENCOUNTER WITH DEISY( yes with an ‘e’ ok) The phone rep asked me to check if this was an authorized retailer or corporate store so I walked over to her to ask since she was the only one not occupied ( mind you I’m a very soft spoken, go out of my way to be polite person). She immediately tries to walk in another direction to avoid me and avoid any eye contact. I somehow managed to quick step up to her and while her back is partially turned to me our conversation went as follows:

Me: umm… excuse me sorry to bother you but is this a corporate store or authori-

Deisy: **abruptly cuts me off and side eyes um it’s corporate

Me:😕 oh ok thank you.

Deisy then answers a call from the store line so I wait for her to get off as the phone rep is asking if there’s a manager available.

Me: umm sorry… would there happen to be a manager presen-

Deisy: ** clearly annoyed and rolling her eyes “ He’s Busy!”

Me: 😳😑 okay… do you know when he won’t be busy anymore?

Deisy: “ No, he’s busy”

ATT phone rep overhearing her through the phone: “who is that!? Can you put her on the phone since there’s no manager present?”

Me: 🥺😥 umm the rep is asking to speak with you since there’s no-

Deisy: “- No I can’t talk to random people on the phone, no!”

Me: okaaaaayyyy🫠

She then grabs the manager to tell him about someone who called about some nonsense unrelated to the store. I’m standing directly in front of him 4 ft away and she’s adjacent to me. Both are pretending I don’t exist… I had been there an hour at this point but waiting for Andrea to come out and she didn’t hesitate to get on the phone with the rep and help me.

Overall store and Manager: The store wasn’t that busy when I got there. Basically they have queue system for the sales associates to help you similar to the Apple Store but when you have to troubleshoot with ATT phone reps they move on and help others in the meantime. But the issue is they don’t come back to you or communicate beyond that point. I had to go up to the Andrea for assistance then ask to put my name back on the queue to be helped after Deisy snarked at me.

The STORE MANAGER was aware I needed him and came out when Deisy flagged a phone call about nonsense but pretended he couldn’t see me 4 ft in his direct line of sight… 2 ft from her… trying to get his attention as he avoided eye contact. So what are you managing exactly if you can’t be bothered to diffuse a clearly tense situation.

I think it’s one of those things where everyone knows she’s rude and it is what it is. My issue wasn’t resolved in store but I was able to get a new phone through the phone rep.But if it weren’t for the phone rep I would’ve canceled my 7 line phone plan.

Anywho, sorry to be negative, I try not to let these things get to me but I truly hope whatever was bothering Deisy so much has resolved and she has a better week.( not trying to be passive aggressive fyi, actually...

COVID safe and friendly staff! My husband and I have always come to this location because of the customer service.

EDIT: I originally gave 5 stars but I am putting it down to one because we were lied to about being able to trade our phones in and the manager at this store did not come and speak with my husband directly to help solve an issue.

My husband went into this store a week before because his phone cracked and he wasn't sure if he wanted to upgrade or if we should just take it somewhere to fix the phone. The person who was helping us did not say if there would be any issues trading the phone in and that it would be no problem getting the $350 credit. She was with my husband for almost an hour and had plenty of time to tell us that his screen was not able to get traded in. They don't transfer phone information at the store anymore so she told us to take our phones homes to properly transfer our phones over to the new phones we got. She said we have 30 days to bring in the phones to get the $350 credit towards our new phones.

My husband went back yesterday to trade in the phones and the person who helped him told him he could not trade in his phone because of the cracks. We are upset because there was no accountability to their word. They kept saying excuses of why the original person who helped us never makes mistakes and has worked there a long time. THAT IS NOT THE POINT, we are all human people make mistakes. The fact that there was no acknowledgement that maybe that person made a mistake and trying to say we were mistaken and we must be lying is not very good customer service. The manager at no point came out to explain the situation but told her/his(?) employee to call the 611 number. We wasted so much time and energy because of this issue. We have been loyal customers for so long and never had an issue with this store before but I find it absurd that we spend all this money and people are not...

I never leave online reviews but felt compelled on this occasion because I hope these issues can be addressed and no one has to go through the disaster I have. I went into the store last night to upgrade my phone. We started the phone to phone transfer which I was told I could complete at home. When I got home on WiFi the transfer had disconnected and it took hours to reset and have the phone transfer properly. I also discovered the ATT rep did not switch the SIM so I could only get calls to my old phone. Also none of my apps would load. I then waited in line for 30 minutes this morning just to have the ATT rep put the SIM card in my new phone and tell me the apps should load on my home Wifi, even though I had given them 12+ hours at home to load already. As expected, they did not load on their own, and thank goodness for Google where I discovered how to fix the app download issue. I then checked and saw that I still had my old phone plan (not the unlimited plan I had signed up for the night before) and the $15/mo insurance had not been removed from my account as requested. After an hour on the phone with an ATT customer service rep, who seemed just as frustrated about what an absolute disaster my account was, he told me that my new unlimited plan had been set to begin 1/21 but was eventually able to change the plan start date for today. After working 70 hours this week, this is how I spent my Friday night and Saturday. It is my sincere hope that this review will draw attention to the complete incompetence of the staff at this store so that no one else has to go...