AT&T Store — Local services in Rolla

My wife went to this AT&T store and was told that my damaged phone was covered by my current phone insurance that was in effect. My phone was completely paid off. She informed them she intended to file a claim for replacement or repair. She also enquired about a new phone purchase as we intended to gift the older phone to a family member after it was repaired/ replaced. She finished the transaction for a new phone for myself. The sales associate retrieved a pamphlet from the back room describing the insurance claim process. The sales agent then said no claim could be made on the old phone since she had transferred the insurance to the new phone and the old phone was no longer insured. My wife told the associate she wanted to continue the insurance policy on the original phone until it was repaired or replaced. She never asked for the new phone to be insured or the old phone to be canceled from insurance. The sales associate stated that the insurance is tied to the line not the phone. At this point my wife requested that the purchase of the new phone be canceled until she could file the claim for the old phone. She was then informed see would be charged a $55 restocking fee for cancellation of the new phone. She also requested to speak with the manager when she was told they would insist the restocking fee be paid. The sales associate also lied to the manager when she told her that she had informed my wife

the insurance was on the line, not the phone. The manager also insisted the restocking fee must be paid. We have been loyal AT&T customers on this account for over 28 years. We pay for 6 lines for family members as well as TV service . We pay several hundred dollars per month for service.We have never been late on a payment. We have purchased multiple phones from AT&T for our own use as well as for gifts. My wife was given incorrect information by the sales associate. She witnessed the associate lie and refused any accommodations. The new phone was never fully set up nor did was it even handled by my wife. It was returned to the box in new condition and returned to the new sales inventory yet we paid the restocking fee that should designate this as a return item. That appears to be fraudulent. We will be canceling all business with AT&T and will find a new carrier who we hope will have more integrity and value for its customers. We are disappointed that after 28 years we actually were in a bind and would have needed a reliable provider. Instead we found AT&T representatives to be dishonest and insulting in...

Would give it a 0/5 if I could. My online order auto directed to this store by mistake. When I called to cancel the order the manager (Courtney) convinced me to drive 1.5 hours to this store with a promise to waive my activation fee if I came to this store and started my service with them. I agreed because 1) they had the phone I wanted in stock and 2) they were going to waive my activation fee. I drove the 1.5 hours to this store and upon arrival was brought back to begin the setup process as a new customer. The individual I worked with (Jonathan) began the process but didn't ask for any of the information they needed (i.e. address). He entered my email incorrectly and did not properly port my previous phone number in to my new phone. He gave a random street address during account setup and now I cannot prove my identity when I call and ask for help from AT&T Customer Service because I have no clue what address Jonathan gave! Jonathan kept trying to upsell me on plans that I did not need or want. I asked him to give me the $75 Unlimited plan but later found out that he had signed me up for the $95 Unlimited plan AND signed me up for a $5/month NextUp plan that I did NOT agree to. My activation fee was NOT waived as I was told it would be. The phone that I brought in to trade in was not traded in because the store was closing and Jonathan said that instead of staying late to finish this process of trading in I should take my phone to another AT&T store. I have now gone to 3 different AT&T stores for help following this disastrous visit to the Rolla store and nothing can be resolved due to the issues that occurred while this store was starting my service. The staff seemed nice but seemed far more interested in turning a profit and goofing around. Jonathan was on his phone and Apple Watch nearly the entire time I was there. 100% regret driving to this store and really wish I had just stuck with my...

I visited the Rolla, MO when they were offing the Samsung Note 25 Ultra's for free. I went in and talked with one of the sales people. Told him what I wanted, I had two Note 20 Ultra's that I wanted to trade in. I had something come up while I was talking to the guy. Told I would be back. Came back a couple days later to complete the transaction. The phones had to be mailed to me. After i received the new phones i returned to the AT&T store with the old and new phones. We went through everything he showed me how to transfer everything from the old phones to the new phones. He said go ahead and just take the old and new phones home. So I did. He knows his job so its not up to me to question him.

When AT&T was doing this offer you paid full price for the phone and received a monthly credit applied to your monthly bill.

So I take the old phones and new phones home. I transfer everything between the phones. After a couple of days I received an email from AT&T asking how I am enjoying my new phone. Never did they AT&T tell me I needed to return my old phone via mail or to the AT&T store. The salesman told me that it takes 2-3 billing cycles for me to see the credits appear on my bill. After 3 billing cycles I noticed that the credits had not started. So I return to the AT&T store and actually got the same guy. He checks everything and then comes back and tells me that I was supposed to have returned the phones within 30 days. I explain that I was in the store with the old phones when he and I switched from the old phones to the new phones. I explained to him that he had sent me home with the old phones and new phones and never mentioned that I needed to return the phones.

So in short I am out $60 a month credits. ...