AT&T Store — Local services in Monterey Park

Poor customer Service at AT&T store in Monterey Park Atlantic Square.

My family recently switched over to AT&T from T Mobile looking to save monthly during these challenging economic times all of us Americans are experiencing. Pricewise, AT&T is the option a lot of people are choosing right now, however, I wish the lower prices did not compromise the customer service. It took only two weeks for us to rethink our decision. In the 15 years we were with T Mobile we always received quality service at any store I stepped into.

I came in today 3/13/2025 right before 6 PM to complete a trade in transaction which was initiated over the phone with an AT&T agent who instructed us to walk into any AT&T store to drop off our trade in devices. I will add for more context that, my sister and I simultaneously walked in to two different stores, her in Spokane, Washington and I in Monterey Park.

When I walked in, Eric was really nice he greeted me, however, needed help from other associates to answer simple questions. There was lots of confusion because the system showed my device had already been traded in. Frank was not able to clearly articulate to me why this store in Monterey Park couldn't not help me with my trade in transaction even though Cody at the AT&T store in Spokane was able to complete the trade in for my sisters device. Cody even offered to speak to an associate via my phone but Frank declined.

My sister was able to figure out through Cody that the trade in transaction for my device could be canceled by calling customer care and then the Monterey Park store could then initiate a new one on their end. It was not clear to me who would call Customer Care so I once again for a third time, walked into the store to try to figure it out. Frank condescendingly said, "oh we are not calling customer care".

I am curious to know, as a new customer, what kid of consumer relations trainings do AT&T associates receive (entry level and managerial positions). I was at the store enough (close to 40 minutes) to observe how nice and outgoing the associates on the floor were with potential sales clients but were not as open to going the extra mile with a newly onboarded customer.

Ultimately, Cody at the Spokane AT&T store accepted my sister's device and completed her trade in transaction, while Frank in Monterey Park said "we are not calling customer care". This experience left me with a bad impression and I will not be returning here for business again. Please do...

On November 29th, 2023, I went into the AT&T Monterey Park, CA location, to upgrade my cell phone. Upon doing so, the sale woman, Nataly, told me there was a promotion for accessories. The promotion she stated being, was buy 3 accessories that value up to $500, for only $150. A one time payment only! That’s what she said. She made no mention of being under contract, or payment plan, even after I questioned the deal being too good to be true. After being assured by Nataly that the deal was only a 1 time payment of $150, I provided to do so. And paid separately. I thought it was odd to pay separate, but again was assured by Nataly, that it was only a ONE time payment! I was charged $152, and thought that was it. The nature of my dispute is that I was repeatedly told that it was a one time payment. But I’ve been getting charged $39.99 a month Installment for Accessories on Installment for 12 Months. Again, I never signed or agreed to this. When contacting AT&T various times, I was told by a corporate supervisor, that I signed a contract, which I never did! Even when stating that I had never signed or agreed to a contract, the supervisor kept telling me that I was in the wrong. I plead my case & said that the sales person is a con artist. I’ve even being reached out by their(AT&T) social media team, to no avail. I want the sale woman Nataly, to be punished for false advertisement, lying to customers, and robbing them blind! If needed, I’ll have my lawyer reach out to them, and sue. DO NOT BUY FROM OR TRUST THIS AT&T STORE....

Came into the store ready to purchase a new Iphone7. Was put on a waiting list, I was 6th in line. With nowhere to sit and wait, I decided to browse the Iphones and their accessories. Upon stumbling across a spy screen protector with a tint, I was curious to see if I could open the box without causing damage. To see the product firsthand. After visually assessing the box and checking for an opening. I realized I couldn't open the box without damaging the package. So I put it back. I didn't even leave a scratch or anything close. Then I was approached very politely and was told that I may be of suspicion for theft! The woman I spoke to was very courteous and not at all offensive. But whoever it was that told her to check on me. Well they made me feel like I was guilty for a crime I didn't actually committ. After the discussion, which was 7-10 mins. in duration. I realized THAT I LOST MY PLACE IN LINE! And was put back at the bottom of the list. This was at 10:30am or close to. On March 8th, 2017. So I left and purchased the Iphone 7 from another ATT STORE. In Montebello on Whittier Blvd. It was there that LETICIA A. provided me with 5...