AT&T Store — Local services in Tempe

I went to AT&T at the Arizona Mills Mall and I decided to get a new phone on July 14th. They had a good deal on a discounted IPhone 11.

I advised that it was very important to understand everything I was getting charged and made sure that I would be around $90-110 with everything per month. The salesman assured me that I would be at that price point.

Since July 14th I have had no issues with the phone or service and it seemed like everything was going well. Then I got a letter in the mail with an expected monthly fee of $179.86. It already took account for a $35 discount for the plan and $10 discount for autopay.

I immediately thought there was something wrong with the bill and called customer service, after spending 30 minutes on hold I got transferred to an agent that told me she can't see anything because there was no bill created yet, she said I would have to wait... I said I can't wait because I will be locked into this contract if I wait, she then hung up on me.

I decided to go back to the store and they said that what I had wasn't a bill and it would most likely be less. They said that it didn't include the discounts, I explained that I can't wait to see if it lowers and be locked into this contract.

They explained that I would have to pay a $55 repackaging fee for the phone if I returned it. I was very upset and told the manager that he could waive that fee if he wanted to, he claimed he could not and a GM is the only one that had that power.

I threw down my credit card (very upset-like) for him to charge the $55 fee and he said I can either leave or be escorted out by security because I was rude to him.

With less than 2 weeks with AT&T this was my experience, I don't believe they were trying to intentionally deceive me. I am assuming there was an error with AT&T and how they mark up the charges.

Was I fair for being rude, no just because someone won't do what you ask doesn't mean anything. I just couldn't believe that all of these things happened within 10 days of...

A couple days ago I went to the AT&T store located in the mills mall. I was dreading going into another AT&T store after the nightmare experience I had at another location in north Phoenix. My intention going to the mills mall AT&T was to cancel our account which is a pretty big account. Well guess what because of one SUPERSTAR named Terra I didn’t cancel and in-fact added a line. Terra went above and beyond her job description and mainly it was because she took the time to listen to my frustration and because she listened she was able to fix the problems and she cared, I mean she genuinely cared. It’s hard these days to find people who intentions are not motivated by what’s in it for them. Terra didn’t try to sell me another line or even give me a hard time when I first walked in and I said ,” IM DONE Cancel my account”. Instead she saved the account not by fixing my issues but because she didn’t pressure me in staying with AT&T and frankly she is just a cool, easy going, and knows her job. I stayed with AT&T ONLY because of Terra. So AT&T wake up and find people like Terra to employ at your locations because having people like her will bring in all kinds of accounts. At the end of the day people are usually happy if they get their way that is not why I am happy with my account. I am happy that I went into mills mall thinking I was going to cancel with AT&T and walk a couple doors down fo Verizon and open account which would cost more money because they are quite a bit more expensive than AT&T ( trust me it will look like they are not but you see it on your first bill the reason I came to AT&T from Verizon and I didn’t have to because of one employee Named Terra. So AT&T wake the heck up and don’t just hire anyone look for people like Terra actually Terra should be promoted to head hunt because AT&T you need more people like her working for you that is the only way to be the number one...

I came here last weekend to trade in my phone and I'm very disappointed with the service at this location. More specifically with an employee named angel who was wearing meta ray ban glasses, the ones that record. Me and the people I came with were uncomfortable the entire time since it seemed like he was recording and we were handing him our ID's and giving him personal information for a trade in. It was very hard to hear or understand what he was even saying and we had to ask him questions over and over because he wasn't explaining well. He was also changing the conversation every 2 seconds and would randomly be on a call with someone while assisting us.

We made some small talk with him as well and the topic was about our ethnicity and he kept making comments about it that came off as ignorant .

He also told us to come back this weekend and I assumed it was to hand in my old phone for the trade in but I was told by this other employee working there that they don't even do that! She was very helpful and gave me the information I needed to do a trade in but I wasn't very pleased because their employee angel acted like he gave us a shipping label and told us to ship it when she questioned him, which he didn't. We didn't even get an email with the shipping label to print nor did we even know that the phone had to be shipped until after another employee helped me (I didn't get her name but she was very professional) . So basically we came back for NOTHING. My time was wasted. Just absolutely terrible service from him and i recommend if you come here don't go to...