AT&T Store — Local services in Marshall

Sep 18, 2021 I went into the store to upgrade my phone and was assisted by Chris & Ariana. While processing my order, Chris was training Ariana and I was a bit distracted by the training and didn’t catch a mistake. I wasn’t asked which capacity phone I wanted, therefore Chris ordered a 128 gb phone. It wasn’t until later that day I reviewed the email I had received and noticed it wasn’t the phone I wanted (512gb). I called and was advised by Ariana to come back into the store to get it sorted out.

Sep 22, 2021 I finally had time to come back into the store. I explained the situation to refresh their memory and was then told by Chris there’s nothing they can do in store. Instead I needed to call AT&T to have them cancel the order so I could place a new order for correct phone. The store only allows one customer in at a time due to COVID restrictions. I stepped outside to call AT&T and cancel the order. While doing so another customer entered the store. After I made the call, the other customers were still inside and I didn’t know how long I’d have to wait so I left. This trip to the store was unnecessary as I could have called AT&T on 9/18/2021 and canceled the order then but was told I had to come in to verify my account to cancel the order.

Oct 5,2021 I made it back to the store to try to order the correct phone. Assisted by Ariana again. She went through the process of my order with one debit card. She said it’s not completed as it shows I still owe more money. I was confused. She told me all I had to pay today was the tax, upon trying to process my card for the tax, said I owed more money. She didn’t quite understand it either. The first card had more then enough funds to process the payment. I offered her a different card to see if it would change anything. After logging into my account 3 times (from the beginning) she couldn’t process the order. She said no payment was processed and that I should try to order through the AT&T app or online. Again, another wasted trip to the store.

Later on Oct 5,2021 I attempted to order the phone myself online. When I tried to do the upgrade, my account stated I had already upgraded and had to pay $699.99 to upgrade early.

I called customer service and explained the situation. Nelson reviewed my account and confirmed. My account was showing that I upgraded my phone on 10/05/2021 however there was no phone ordered. No order #, no tracking. Somehow, in the store earlier that day, Ariana had processed the upgrade without processing the order of the new phone. Nelson has submitted a case to reverse the upgrade so I can finally try to order my new phone. Ive been advised this can take up to a week to be reviewed.

The process of ordering a new phone as an upgrade on my account is now an ongoing process that has so far taken 2 1/2 weeks plus the time I have to wait for this case to be resolved.

I am so frustrated by the service at this store. Had I been asked what color and what storage capacity I wanted the first time, this all could’ve been avoided. As the customer I should’ve spoke up, however, as the associate placing the order, they should be asking me those questions to order the phone I’d like instead of assuming.

I’m hoping to hear back from AT&T by Monday Oct 11,2021 to try to order a phone again and will be doing my business either online/by phone/ or at the Battle Creek location.

Please provide your associates...

I would not suggest anyone doing business with this store or any of the other stores owned by Billy Reffitt.

We took advantage of there trade in program which will pay $650.00 dollars per phone to switch from Verizon to AT&T. The person at the time taking care of us name was Bill. He was the store manager at the time. Bill had Verizon send over the our statement showing what the cost of each phone would take to get out each of them. Great news they fit under the 650.00 mark so we proceeded with getting our new phones. All six of them. The process took two days due to Bill having trouble switching service from Verizon to them (AT&T). He said that the tablet does this all the time.

A month later a bill shows up in the amount of $3600.00 from Verizon. I have contacted the store trying to get some type of help. I have talked with Mike, “salesmen” as well as Tommy, new “manager” of the store and have had zero success with them. This has been going on for 5 months. I asked Tommy for his bosses name and phone number and all he would tell me is his name was Nate but would not give me his phone number. I asked Tommy if he could have Nate give me a call, so I can find out where we stand. Still no call from Nate or anyone else at the store.

They would tell me, in the many times that I would call them, don’t worry we will take care of the problem they where aware of it and working on it and they would never leave a customer hanging like this.

Well I’m still hanging guys.

Nate or Billy Reffitt, if you happen to see this post and care about your customers please get with your staff and they can give you my information. They are very aware of me and my situation.

Thanks

Very...

They took care of my problem so they have the knowledge to help out in issues. I felt the store manager had no concern for me as a consumer, did not call me back with two instances where they were supposed to (with nothing going on in that store each time I visit), and complete lack of care for the value of the customers business.

I was told about how experienced the manager was, but yet he couldn’t take time to call me back when he himself said he would. I appreciate the fact that to store ordered me a phone (which I could have done online) and helped me with an issue on upgrading (which could have been done with a phone call to AT T) - but their lack of respect for your patronage and seeing no value for their customers was evident. They will be gone in a year - like the last reps from this store and I only hope are replaced with some people who care about...