AT&T Store — Local services in Wentzville

ALWAYS GET IT IN WRITING

December 30th – (Trip 1) Checked on how much it would cost to upgrade from and android to a new iPhone. Marcus said phone trade in was 350$ however if we paid them off 240$ (each) then trade in = 830$ each off the cost of any iPhone 15 with 3 yrs service. Marcus looked over the phones and verified my account. My kids agreed to spend their Xmas $ to pay them off and get the 15 Pro Max and we purchased the cases and screen protectors at the store. Had 30 days to turn in the old phones. Marcus opened the new phones and put the new cases and screen protectors on. Spent 547$ on sales tax and the new accessories..

January 3rd - (Trip 2) Returned store to turn the old phones in, an associate gets everything checked in. He says you will get 350$ credit each. I let him know that we paid them off and should get the 830$ trade in value. He looks at me and said that is not how it works. Marcus said 830$ many times and even was saying the cost per month per phone would be less than 10$ per month per phone. Think about how many offers AT&T has going, not that many. It is not like remembering the Cheesecake Factory’s menu and what ingredients are used for each dish. He asks the Assistant Manager, Josh B. who just stares blankly at me and says he cannot help me, a manager will need to look at it.

January 4th, - I called the store and spoke with the manager, Samantha H., and explained the situation and how Marcus repeated the offer many times, she stated that does sound like Marcus. At no point does she disagree with the facts. After a 15-min call she refused to honor the offer, the best she could do is give me my money back. My kids already have their phones in hand and have been using them for almost a week. So, I have 2 choices 1- pay an extra 1500$ in phone cost or 2- make them turn their new phones back in and go back to their old phones.

January 4th - (Trip 3) Back at store and returned everything, kids not happy. Was told I would be refunded all my money for the sales tax and accessories. I had paid for everything with a Credit card. They swiped the same card for the refunds, stating you should see credits to your account. I also paid off the remaining phone, so I was free to leave AT&T if I wanted.

I had been with AT&T for 10 years and had no plans of leaving them until this mess. I ended up switching providers. The truth is my wireless bill is the same as what it was before, only now my kids have 3 new iPhone 15 Pro Max, 1 phone = free upgrade and 1 phone was just transferred over - and 1 left on AT&T, had to wait 2 days before they would release the # since I had just paid it off.

January 6th - (Trip 4) I was unable to unlock the phone number. I had to go to the store again. Associate was unable to unlock the # either. The assistant manager Josh walks over and said you will have to call customer service, I asked can someone here call them? Josh replies - why would I help you, you’re just going to leave us, you can just do it yourself and then storms off The associate looked at me with raised eyebrows and apologized. The manager Samantha, would not assist and said call customer care. I called Tech Support – They were able to unlock the phone. All the phones on the new carrier.

January 23rd - I still waiting on refund AT&T from the 4th. I call customer service to see what the status was, he told me I would need to go back to the store.

January 23rd - (Trip 5) The reason I did not get my refund, the amount was too high for the system to process. Yep, AT&T system is unable to auto process a refund to my credit card for 550$. Was at store for 90 min, on a call with their tech support. They still did not give me my refund. Samantha was close by for all of this, never said a word to me. The result, someone from customer care will be calling me in 3 to 5 days to tell me what the plan is. So, waiting for a call and my money.

Worst customer experience I have had from any company ever.

0 stars

Management needs empathy training, once they said they would refund my $ they have just...

Everyone should know that AT&T Store Retail Sales Consultants earn uncapped commission on their sales, meaning they will say anything to get you to buy the most expensive phones and accessories. Back in May, my wife and I visited the AT&T Wentzville Store to buy a new phone for her. The Sales Consultant told us we could participate in the AT&T $800 Android rebate program, so the $1000 S22+ would only be $200. We just had to sign a 36 month installment agreement and send in the old phone. The consultant said the rebate would show up in 2-3 billing cycles. Fast forward to October 3, and we still had not received the $22.23 per month rebate promised. We called AT&T customer service and were told we wouldn't be getting the rebate because our plan didn't qualify and the only way to get it was to change the whole family's plan. We went to AT&T Store Wentzville to escalate the issue because their Consultant misinformed us. We asked to speak to the manager (Kimberly) and waited almost 2 hours to talk to her. She tried to avoid talking with us by having her Consultant give us the news that they wouldn't be able to do anything to remedy this situation, unless the family plan changed. When we finally got to speak with her in person, she said she would escalate this issue to the Area Retail Sales Manager Brandon W. and ask him to contact us. Its been 5 days and we haven't heard anything from Brandon and he has not replied to our email regarding the situation either. It is really disappointing to see the lack of integrity at AT&T. They certainly have it in their power to honor the $800 rebate promised without forcing the family to change plans. Our decisions in May would have been different had we been told the truth. Don't make the same mistake as us and believe anything AT&T Store Wentzville, St. Louis Area Retail Sales, or AT&T tells you. I'd recommend staying clear of...

I’ve been using the same AT&T store for 2 years now, which is located in Warrenton. Well this Friday there was a small issue and misunderstanding. So I had to make a quick decision to go to the Wentzville AT&T to handle account issues also upgrade my phone. Off the bat an employee at Warrenton told me good luck there is a 3 hour wait there so I immediately got scared. Well I went anyway to Wentzville. So went there and the place was packed, then I started thinking well I’m going to be sitting here for a really long time. Well that wasn’t the case, those Wentzville employees was soo quick. My wait time wasn’t long at all, then before I know it I had my sales representative to assist me in what I needed. His name is LEO, let me tell you he is the most down to earth, sweet man I’ve ever met. Not only he helped me out big time with my account issues but I also got to upgrade my phone. I’m one of those people who have HIGH ANXIETY, well I was just calm and relaxed the whole time. LEO’s business etiquette surpasses the 5 star rating. He is very polite and the most sweetest sale representative I’ve every met in my life. Overall my experience at the WENTZVILLE AT&T was highly satisfied and I will have to go...