If I were on the leadership team at ATT, I would absolutely want to know about my experience this…read moreafternoon at the store located at 3871 Lebanon Pike in Hermitage, TN 37076.
I ordered an upgraded phone online for an in-store pickup. Had I known what would transpire, I would've never gone into that store...
1. The confirmation I received informed me that it'd be ready for pickup in 2 hours. I went to the store 3 hours later, but it wasn't ready, which wasn't a huge deal.
2. The next day, I called the store to see if it was ready. They told me it was, so I went back.
3. When I got there, I was told the phone wasn't ready afterall. The representative's name was Daylen. I could tell he couldn't care less because he didn't so much as offer an apology for the store telling me my phone was ready when it wasn't.
4. He told me he could just set me up with one of their phones, which would be fine, except I was already showing a pending charge from when I ordered the phone online. ($58.50)
5. After showing Daylen the pending charge, I asked if I'd have to pay anything. He said, "yes" without any empathy, care or explanation. I asked if he could simply cancel the order for me. He said I'd have to "call them to cancel it." At this point, I was really starting to feel like no one was interested in helping me find a resolution. Nonetheless, I maintained my composure and demeanor, but I did calmly tell him, "At this point, I really don't feel like you're trying to help me." Things spiraled downward from there.
6. His response was that I was "judging him." I started to ask if he could see where I was coming from, but he kept talking over me and wouldn't let me even get a sentence out. He went on to claim that I thought he was being unethical--which I never said, but at that point, I told him that he wasn't showing any empathy.
7. At that point, he told me that I was "too lazy to call them myself to cancel the order," and dismissed me.
8. There was another representative in the store that wasn't helping anyone (since I was the only customer in there). I started to ask him what the first representative's name was, but then he cut in and said, "If you want my name, you can ask ME." By now, he had a threatening tone. I said, "Ok, what's your name?" He told me his name and made the comment that I was too lazy to call customer service to cancel the order, but not too lazy to file a complaint. He added that I was being an "a-hole".
Never once did I raise my voice, become threatening, name-call, or anything. I was completely flabbergasted at this point. Never in my life have I been treated that way by a business. All I was trying to do was iron everything out.
At the end of the day, I'm a businessman that leads a sales team of 90 people, and I know how to conduct myself. It'd be one thing if I flew off the handle, but I was calm the entire time.
If I were Daylen's manager, I would be completely embarrassed, ashamed and appalled about my decision to hire that guy. Even to this moment, I'm pretty speechless about the entire experience.
If anyone is reading this, I would encourage you to take your business elsewhere, rather than going to the ATT store at 3871 Lebanon Pike. Not only will you not receive any help, they will insult you with a threatening tone and turn you away.
If the store manager is reading this, I would like a phone call. My name is in the system.
Disappointedly yours,
Jesse Reddington
