AT&T Store — Local services in West Jordan

My husband and I have been customers of AT&T for the past four years. However this last experience at the Jordan Landing store lost us as customers for life. The employees there and the acting floor manager were so disrespectful and unhelpful. The reason for our visit was because about an hour prior I had plugged my phone in to charge because it was at 40%. Minutes later I grabbed it to leave the house and it was completely dead and wouldn't turn back on. So panicked and went to the store to see if they could do anything for it. When we got there, we were the only customers in the store, and so I told them my story and was told "well if you have insurance we can help you, but if not there's nothing we can do". Come to find out the insurance was dropped on our plan after my husband used it one time to replace the glass on his phone. We were deemed dropped for "excessive use". So because we didn't have insurance the girl told us there was nothing she could do to help us. So I asked her is there anyway you guys can open the back of my phone to see if it was a battery issue? And she simply stated, "um, No" and nothing else. So then I asked "ok so what do I do now? My everything is on this phone?" She said, "well you can just buy a new phone". I said I don't want to because I have a lot of things on this phone that I need now. At this point another gentleman came over and said they couldn't look at the phone because they don't have the tools to do it, but I could take it to a repair place. Then he walked away. I asked the girl that I was working with if she had any recommendations or knew of any place I could take my phone to have it looked at. Again, she simply replied "um, no." And nothing more. I said "so how do I find a place to go?" and she said "you can look online". I again showed her my dead phone and now being a bit frustrated stated "how am I supposed to do that?!" Then another guy working there chimed in... "well we're not Google!". Keep in mind we were the ONLY customers in the store with 5 AT&T EMPLOYEES! And not a single one of them offered to look anything up or help us further. At that point I told the guy "Yeah, you're not Google, because you would have been more help." Not once did we raise our voice or swear at anyone we were just upset that no one wanted to help us when we were panicked and frustrated about my phone being broke. I grabbed my phone and we started walking out. My husband then said to one of the employees that he wanted to close his account. Then the employee told him and me that we needed to calm down or leave! We were both so shocked! So my husband just said "I am calm but I still want to close my account". The employee then said "well we can't do that here." My husband said "you can't close an account in store?" The employee said "well we can, but I won't do it for YOU." My husband asked for the manager and the employee said "well I'm the manager". So my husband said "ok but you have a boss what is their name?" The employee refused to tell us and just said "he will be in tomorrow and he will back me up on this!" My husband just said "wow." And then the "manager" told us we needed to leave or he would call the police! And the "we're not google" employee said, "yeah we've done it many times before!" My husband and I at that point said "don't worry we are leaving and not just the store but your company too". It makes me wonder how many other people that have been treated this way and how many more to come? Then we walked out and went to T-Mobile and added another line and bought 2 brand new phones. Which was money lost to AT&T all because their employees didn't care about the customer experience or taking the time to help someone in a time of panic or frustration. All 5 employees had access to the internet that I didn't and could have helped in numerous ways! But as they said... "they aren't Google!" Will NEVER be returning to this store...

Absolutely no point in going to a retail store unless you NEED a phone the very next day. Got here yesterday after work just in time to get a new phone before they would close, unfortunately I didn't know I needed a mask to go in until I got there so I was forced to wait a day. I went in to see two different phones the Galaxy s10 and the s10e. After looking online I figured it was necessary to go in and physically look at my future 700-900 dollar purchase. The store has no models for you to view. Since people NEED a mask to go in why not just require gloves and let them see the phone they're trying to buy? Or not let them touch them? Pictures of the phone laying on a flat surface with no measurements don't help at all. I literally drove to a retail store for an employee to pull up google images of the phones I was looking at at home. The employee even asked me if I looked online before I came. Seemingly frustrated with me not knowing. Almost as if I was there to get a better idea of what I was purchasing? Eventually the employee brought out an old model saying she was breaking the rules just letting me glance at it. I never got to see the s10 so I just bought what I able to view. When asking what I could do if I didn't like the mystery phone I had until recently never seen in person, I was told I could return it and swap it for the humble restocking fee of fifty five dollars. Honestly had it not been 1 hour before this store closed at not being sure if I would be able to get the phone in time for work the next day I would have just walked out. 0/5 stars should be an option. Telling me to go online and look is telling me you don't want to work at your job. I applaud AT&T for taking steps to keep both employees and customers safe during this virus, but the thinking is so backwards it blows my mind. In an effort to keep people safe, I cannot look at what I'm buying but so the better option is to return the phone I bought on a gamble after touching and rubbing my face on it for 2 weeks for someone else to be sold later is Better? Ridiculous. This was so poorly handled it will likely cause me to...

My husband had surgery on his neck so is unable to even ride in a vehicle. He tried calling customer service to add me to the account because his phone has not been working for 3 days. Customer service told him that they could not pull up the account and that we had to register online. I went online to register and it said that we already were registered. The problem is, is that they have to send a pass code to either a phone number or the email it was registered under. The phone number listed was the tablet we have but we shut the service off on the tablet and the email registered was an old one that was closed 3 years ago. I took my husbands phone, the tablet and my own phone to this store. They told me that the phone needs a new sim card and they can't get one unless I'm on the account. They did absolutely nothing to try and help, I was told that they know customer service can add someone to the account and kept repeating that even after I told him they told us they couldn't. I asked how are we supposed to get my husbands phone to work (service we are still paying for) and all he said was call customer service because there was nothing he could do for us. One would think that there would be something they could try being that my husband cannot drive in a car for at least a month and a half. He pretty much told me that if customer service can't help then there is nothing they can do and my husband will just have to not have a phone until he can physically come into the store. We have been customers with AT&T for almost 20 years. And because of this we are going to...