AT&T Store — Local services in Wheaton

Dear AT&T Customer Service,

I am writing to express my dissatisfaction with a recent experience at your store. The incident began when we added a new line to our existing account and ordered an iPhone 15 Pro Max in blue. Our sales representative, Quentin(I believe that was his name), was exceptionally helpful and informed us that, due to the Memorial Day weekend, we might not receive the phone until Tuesday or Wednesday, which was acceptable.

On Wednesday, we visited the store and Marcus assisted us. He was very personable and helpful. He asked if we needed help transferring data to the new phone, but we opted to do it at home. However, upon opening the box in the car, we discovered it was the wrong model—it was an iPhone 15 Pro, not the Pro Max that we ordered. Since I do a lot of photography, the Pro Max’s camera was crucial for me.

We immediately called the store, but as it was two minutes to closing, Marcus advised us to come back the next day and speak with the manager, Brian, who would help us exchange the phone and only charge us the difference in tax. Despite the mistake not being our fault, we agreed to this arrangement.

The next day, we arrived at 10 AM when the store opened. Unfortunately, our interaction with Brian, the store manager, was extremely disappointing. He was unwelcoming and rude from the start. He insisted that we pay a $250 restocking fee, which we felt was unfair given that the error was on the store’s part. When I inquired about Colton, Brian dismissed the relevance and insisted that I would have to deal with him and that he did not approve any exchanges without the restocking fee.

I mentioned that Marcus had advised us differently the previous night, but Brian was dismissive and stated that it was not Marcus’s decision to make. When I asked to speak to a supervisor, Brian stated there was no one else I could talk to and provided a customer service number, which did not resolve the issue. Customer service offered a $50 credit, which we found inadequate since we still had to pay both the restocking fee and the difference in tax.

This experience has left us frustrated and reconsidering our plans to open a business account with AT&T. If Brian had handled the situation with more understanding and offered any reasonable alternatives, we would have felt differently. His unprofessional and dismissive attitude has left a bad impression.

We are loyal AT&T customers and would prefer to resolve this issue amicably. However, we feel it is unfair to bear the cost of a mistake made by the store. We hope that you can rectify this situation promptly so that we can continue our positive relationship with AT&T.

Thank you for your attention to...

The salesperson was great. She clearly understood what I wanted and suggest solutions to resolve my issue.

I would like to get a call-back at... (My cell phone) I would like to understand why you send out incorrect data consistantly.

My problem is the "CSS" that was E-Mailed to me. This document is bad... This document is wrong... These (according to the store personnel) are "always wrong"... Mine reflected more than 2 times what I had expected.

I even called the 800 number, they said that the "CSS" is always wtong...

Why would a company that portrays itself as a great organization send bogus information to "every" customer?

This makes no sense.

If I call a local plumber, discuss changes that I need made. Then she/he sends me a quotation (not a bill) to review that is twice as pricey as what he initially told me, I would never accept the work.

AT&T did exactly that. Only worse, they already executed the work.

Now I was expecting the monthly cist to go up by a few dollars, I was not expecting a meteoric rise to more that two times my preseny bill.

What makes it even worse is the cavalier attitude that (not my sales person as she was not in today) the sales people in the store took. "Thats is normal" "This happens all the time" "Those never come out right". "We cannot fix it, we are floor salespeople."

Yet, there were at least three people who made changes while I was there in the store.

How many transactions occur per store, per hour? Each with incorrect information going out to the customers.

Any who ask about it being told what I call is a "Normal ERROR message".

This does not reflect favorably on your organization.

PLEASE GIVE ME...

Bait and switch! I visited this location a few weeks ago to inquire about switching from Sprint to AT&T. The sales representative and the manager working that night helped figure out what plan was best for me and found me additional services (tv and home internet). I was hesitant to switch because of the early termination fees I would be hit with if I left Sprint, they told me about a promotion AT&T called Help You Switch 650 that would help cover some of the costs of switching. I brought up my plan information and bill from Sprint, and was assured by the manager that as long as I turned in my devices and purchased new ones, I would get those fees taken care of (up to $650 per line). I followed all the instructions, submitted all the paperwork, and was told that I do not qualify for the promotion. I have now spoken to 3 different representatives over the phone who have told me “sorry I’m not sure why you are not eligible, but the store should have not told you you’d be fine!” Amongst a few other promises that I never got, this is the one that bothers me the most. Now I was stuck paying about $800 to cancel sprint and I can’t cancel my services with AT&T because I’m past the 14 day period. I would not recommend going to this location. I would avoid...