AT&T Store — Local services in Spanish Fork

UPDATE: AT&T below asked me to send some info via the given website, but filling out all of that information turned out to just be yet ANOTHER waste of my time as clicking the "Submit" button there just scrolls the page back to the top and doesn't give any indication that there's any sort of problem or that the form was successfully submitted. Unending nightmare.

I'm completely and totally frustrated by my experience with this store, and AT&T in general, after this last week. I walked into this store and told Gustavo I wanted to add a new line to my account ONLY if we could retrieve my mom's old phone number that she has used for 35 years as a landline here in Spanish Fork and then for her own AT&T cellphone until she moved to Oregon last year. He told me that wouldn't be a problem at all, just that he didn't know exactly how to do it but that if I called AT&T general customer service after activating the phone they would be able to do it for me no problem.

First thing the next morning I chatted with an AT&T support rep online and very clearly told him I wanted to change the number Gustavo had assigned to the phone to the one I was looking for and was told it was all done and he was just sending a replacement SIM for the phone and as soon as I put it in the phone would have the new number and I'd be all set.

Fast forward several days, we've now missed both my mom's birthday and Christmas for this gift, and the new SIM finally arrives. Only it doesn't say anything about either the old number or the new one, it's just labeled as being a replacement for a totally different number on my account. My mom has already shut off her other phone and told all of her friends and family that she got her old number back, so I jump on the phone with AT&T to find out what's going on. The first agent tells me it's definitely fixable, he activates the new SIM, it's the wrong number so he transfers me to somebody else. Who transfers me to somebody else. Who transfers me to somebody else. Who tells me there's nothing they can do for me and that everybody else was wrong. So now I've wasted hours and hours over the last week chasing down false promises and a very expensive phone all for nothing.

Super super frustrating. When I get a license plate I can just ask for pretty much anything I want and they can make sure it's available. AT&T can't manage to look up a single phone number they definitely own and give it back to us. We've had multiple accounts with them for over 15 years and bought dozens of phones and other devices, but we're probably done when these ones are done...

I don’t even know where to begin. I guess I’ll start with saying this review isn’t for this location, but AT&T as a company in general, this is just the local store to me.

Started with my brother getting offered a killer deal to switch from TMobile to AT&T. Promises were made for pricing due to promotions. They were not honored.

Next was switching. We have a big family plan and expected hiccups but it was a disaster. One line never fully got activated despite multiple attempts and visits to multiple stores. That sibling decided to go back to TMo, and 4 months later, AT&T is still charging us for this line. One that never got activated. Getting the phone back is a whole other story.

One line had a phone traded in as we were told to get the promo we had to trade in a phone. It was an iPhone 16 and was traded for a 16 pro because that was the offering. We left back to TMobile as well and now the value of the phone that we were credited is also forfeit because we didn’t stay with AT&T. I get not giving us credits for a new phone, but for the traded in phone? We got $108 of credit, not the promised $712 total.

Calling in to support is an absolute joke. Nobody there speaks English and if they do they say their department can’t help and then transfer you and you have to repeat everything again for this next person to tell you the first department was correct

There are many other things. This has become our family joke that, if something could go right or wrong, AT&T will absolutely do it wrong!

Not to mention the cell phone coverage is complete junk. Many places here in Spanish fork it straight up doesn’t work. Dropped calls left and right (our family is spread out across the whole western half of the US, and we all have this problem). Call quality sucks.

I could go on, but I’ll leave it at this- if you are debating switching to AT&T, don’t. If you are already with them, do yourself a favor and ditch them. They don’t deserve a penny...

Associates misrepresented how the Samsung Galaxy watch 4 functions to get additional sales. We called and tried to get order cancelled before they shipped. Of course the items still came. We tried to return them to another store and we were told it would cost us $50 for each device to restock. We called and tried to get shiiping labels for a return over the phone. Of course they were unable to mail us return labels. So after emailing the email address from other bad reviews on here and after not getting returned shipping labels in the mail we tried to return them to this store. They refused because someone on the phone cancelled our account. So now we have 2 phones and 2 watches we cant return and cant activate. I asked what are we suppose to do next take legal action. So now I can only talk to the legal department. So this store will not return the items we bought in this store, help us or anything else. 1 star is about 2 stars too many. And the promotion for wireless earbuds on the wall in writing oh yeah that is no longer valid as well, they have off of some unknown policy instead of the written advertisement on the wall. We have learned this store is not a corporate store but a franchise.

To the owner, you post nice comments on all of the other bad reviews of how you want to fix things. I have already emailed you 3 or 4 days ago.

If anyone knows how to get out of the situation of being held hostage by this store we would appreciate any insight on how to unwind things.

Update. No one at this store did anything to help us. We emailed the email address posted on this thread and they didnt even respond. Lucky for this store the corporate store in American Fork took care of some returns without restocking fees. My cousin is an attorney and we were ready for small claims court and a complaint with the cops. But we got refunded so we didnt have to pursue...