AT&T Store — Local services in San Diego

We did a curbside pick up. When I checked in online, I made eye contact with the customer service rep. He finished up the customer he was helping. Looked up at the screen pointed to my name that was next on the screen and said something to the other employee. Two more people walked into the store and he began to help them. I came inside let him know I was parked in the loading zone (it’s downtown and there’s literally no parking by the courthouse). He continued to help the other person that came in after I checked in. About 10 minutes passed and I went back inside told him once again I’m parked in the loading zone waiting for my curbside. The agent requested to see my fiancé ID to process the order. I called him to come to the door from the car , the security guard came over there being rude stating he needed a mask to be at the door. I when I stated that the security guard should’ve offered him one he walked off to go get one and when I stated there should be some out for customers to use the security guard told us he was no longer getting us a mask and that we needed to get out the store. I told the security guard I already paid for my order and to call the police because he was being ridiculous and I just wanted to sign for my order. The customer service rep told us don’t worry let’s step outside and finish up the order and the security guard continued to antagonize us being an aggressor. We told him to leave us alone and just go inside because he was just going to turn into another situation. At that point he stepped outside and pulled out his baton as if he was going to strike us and told us he was doing it to protect his self. But how when you were the aggressor. Then, when we asked him for his name or the company that he works for he refused to give it to us. The customer service rep never requested the security guard’s assistance at all and the guard was literally trying to bully us. We’ve been with ATT for 5 years and I’ve never felt so disrespected in my life. The security guard stated I had an attitude that’s why he intervened yet I never yelled or anything at the customer service rep; I’m allowed to be frustrated with lousy customer service especially when I’m parked in the loading zone in a high police traffic area. I was treated like a criminal when I was literally the consumer. AVOID THIS STORE AT ALL COST I CONTACT ATT AND THE REP AT THE STORE REFUSED TO ANSWER THE SUPERVISORS’ CALL FROM THE CALL CENTER. I wouldn’t be surprised if the rep shared my address with the security guard; I’m terrified for my children’s safety that security guard was looking for trouble and just wanted...

Because it was a holiday, I checked the store hours online, which said the store was open until 6 PM. Just to be safe, I called ahead and spoke with someone at the store. They told me that if I arrived before closing, they would help me. I immediately took an Uber and arrived before the posted closing time (5pm) only to find the doors already locked.

One of the rudest employees I’ve ever met stood behind the glass and repeatedly said, “We’re closed. We’re closed. We’re closed,” with a snarky attitude and look on her face. I explained that I had just spoken to someone on the phone who told me to come, but she ignored me, repeated “we’re closed” again, and walked away. She could clearly hear me and did not address my issue or concern at all.

When other employees came out, one admitted he was standing next to the person who had taken my call. I asked why they would tell me to come if they weren’t going to help. Instead of answering, he rudely repeated, “We closed at five.” I pointed out that this made no sense, since they told me on the phone to come in. His response was to take an aggressive stance and say I was not allowed in the store anymore and would be refused service if I returned on Monday. I have no idea if he has that authority or not but will be following up to find out.

This was an extreme overreaction. My frustration was reasonableand the whole situation could have been avoided by simply telling me to come back tomorrow or by handling the situation with basic professionalism and empathy.

I will be speaking to a store manager, because this was beyond unprofessional and outright rude. The manager should know how the employees treat customers. I'm a business owner and I would never tolerate this if I found out. How you treat customers matters as much as what you can do for them. I had planned to purchase high-level business internet and eventually upgrade to fiber, but now I’ll not only be moving my business services to Verizon, I’ll also be canceling my personal AT&T service at my apartment.

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