AT&T Store — Local services in Santee

Had to put one star, as there isn't anything less. Long story, trying to make it short. We went in to trade in out older phones for a newer one. Went through all the motions, got regular charges on credit cards, paid up. Weren't informed of the possibility of getting a new phone with more memory. We were just taken through the steps to get what they had which was 128gb storage. We got the new phones via UPS, checked the outside of the box, and found they were 128gb models. DID NOT OPEN THE BOX! took the new 128gb phones down to this store. Although the boxes had not been opened, one male rep told us there would be a $55 restocking fee on each phone. Also told no one had a 256gb model. We were told to call AT&T via 611, and they would not charge a restocking fee. Sat in the car in the parking lot for over 20 minutes, talking with AT&T rep. We were told then, that there is NO STOCKING FEE for a phone taht has not been opened or touched. We were also told that another store may have what we were looking for. Ask the rep in the store. "They know". Walked back into the store, explained the restocking fee rules, and asked if any store nearby had what we wanted. Was told another store nearby had what we were looking for. The iPhone 16 pro MAX with 256gb memory. Went to that other nearby store, and he had them ready when we got there due to the fact that I had called and asked for them to be set aside, "we'll be right there". Got to the next store, and the phones were set aside. THEN THE SYSTEM WENT DOWN right when we were happy and ready to make the payments (taxes and stuff, you know). DIFFERENT STORY. BUT, the folks at the SANTEE store were totally TERRIBLE! Not helpful at all! NOPE, go to another store nearby. El Cajon, Mission Valley... But call first to make sure they have what you want. All the while, while in the Santee store, I got the feeling every one of those people just didn't want to be there. (Now after over 4 hours of messing around just trying to buy a new phone, I have no emails (which are OUTLOOK emails, not AT&T, nothing to do with AT&T), no texting even via home wifi... I'm SHUT DOWN! can't even check my bank accounts today because I can't get the verification check on my phone to get into my...

This place really pisses me off. Broke my phone and went in to get another one was told my insurance that I have been paying extra monthly on didn't cover it and was forced to make monthly payments on a new phone. It was Christmas time and I needed a phone since I have no house phone so I had to get a new one and make payments. Was told that I could pay more torwards the phone cost as I go or pay it all off to lower or finish the monthly payments.

Found out later by calling AT&T that the insurance did cover the phone that was broke but it was too late to use it now.

Went back to the store to explain what the clerk had told me about the insurance and they asked who had helped me. I told them who helped me and they laughed saying Ha yeah she doesn't work here any more. Asked to make a payment towards the cost of the phone I was still paying on and they said can't make payments towards it only can pay it off completely which was $279 left. SMH. Was told before I could make more payments towards the phone it self.

Asked about Wi-Fi for my home and they said I qualified for a discount with my combined services and my teacher discount. Their computer showed the cost of WiFi at home as 29 a month. After checking they said yeah it says 29 but we can't get the computer to take that price so it's going to be $37 a month but we will credit you $100 to help off set the price. Never got...

This store doesn't deserve even one star!! I ordered 4 phones online, ported 4 Sprint numbers over with AT&T chat rep online who said Buy One Get One free offer was good if I purchased 3 Samsung Galaxy S8 Actives and 1 Samsung Galaxy Note 8. I completed the order and set an appointment for pickup at this store in Santee. Brooke who helped us at this store was confused at first when we got there because only two of our numbers ported over correctly. Shane, the store manager, proceeded to help her and they finally figured it out. However, Shane tried to tell me that the BOGO offer did not apply to buying 3 S8 Actives and 1 Note 8 and that it only applied to "like for like". He proceeded to tell me I would need to purchase another Note 8. I told him that is NOT what the chat rep said and I believed he was mistaken. Fortunately Brooke explained to him that the offer was for any Samsung and did not specify "like for like". Shane then said he would "look it up". He was trying to make a sale and got shot down. He found where it said it was for any phone in the Samsung family. If you plan to switch services or buy any phones using BOGO offer, beware of going to the Santee store!! I hope this review prevents other customers from being conned into purchasing a more...