Extremely Disappointing and Misleading Experience
I went into this AT&T store to explore options for replacing my phone. I was told by the sales associate that, because my phone was already paid off and due to a current promotion, I could trade it in and receive a new iPhone 17 Pro completely free. I made it very clear that I do not care about having the latest phone--I simply need something reliable to make calls and take decent photos.
I asked three separate times if the phone would be completely free, with no cost to me. Each time, I was assured that while a charge might appear on my monthly bill, it would be offset by an equal credit--making the phone free. Based on those repeated assurances, I agreed to the trade-in.
I was instructed to take my old phone home, transfer my data, wipe it, and return it to the store to be boxed and shipped. When my husband returned to the store with the phone, we were then informed that the credit would not make the new phone free after all.
I immediately in the store and stated that I did not want the new phone if it was not free. The store manager, Quary, told me he would look into it and call me back. About 15 minutes later, he called and said the associate had "pushed the wrong button" and that the issue would be corrected so the phone would be free. I specifically asked what to do if it was not corrected later, and he told me not to worry--just come see him and he would take care of it.
A few weeks later, we received a bill showing that the phone was not free. I contacted Quary again and was told the promotion had changed and there was nothing he could do. I reminded him of his assurances, but after multiple calls, he stated he could not resolve the issue. I was told a regional manager, Eric, would contact me.
Weeks passed with no callback. I called the store multiple times, left messages, and still never received a call from the regional manager. During several of these conversations, Quary spoke to me in a condescending manner, repeatedly saying the promotion had ended and talking to me as if I did not understand basic information. When I calmly told him I felt he was being disrespectful and talking down to me, he became angry, said he was disconnecting the call, and hung up on me. At no point did I raise my voice or use inappropriate language.
I am absolutely appalled by the customer service at this location. I was misled by both the sales associate and the manager, given repeated assurances that were not honored, and then treated poorly when I tried to resolve the issue. I am also extremely disappointed that I was never contacted by a regional manager despite multiple requests.
Do not do business with this location. read more
