This is my first review of any business establishment, and unfortunately, it is not a positive one. If your business transaction goes well with this store, then you are in luck, but if it does not, you may not get anywhere resolving a problem because the manager and his supervisor(s) do not take responsibilities for their wrong doings. Not realizing this store is a "RETAIL" store and not a corporate AT&T authorized store, I went there to upgrade a phone on Saturday, May 8th. The sales person who helped me was very polite and helpful. However, he was having an issue with uploading the data on the old phone to the cloud so he could upload the data to the new phone. After 3.5 hours of struggling to finish the transaction, he asked me to leave the old phone there over the weekend so he could work on it. That was a big mistake. I noted that the cover on the old phone should not be removed because there were some devices on the back of the phone that needed to remain on the phone. I do not think I mentioned that they are rather expensive devices. He started to look behind the cover to see what the devices were and I asked him to leave the case on and not to mess with the devices on the back of the phone. When I picked up the old phone after the weekend, I saw that the cover and devices were not on the phone. The sales person who helped me admitted he had taken them off the phone but did not know what happened to them. Note: During this time, only the manager and this sales person had been working in the store all weekend. The manager also acknowledged that he had seen the case and devices on the counter in the office, behind the actual store area where customers come and go. Despite both the manager and sales person knowing the case and devices were there, sitting on a counter in the "back", oddly, neither can remember what they did with them two days before. I have repeatedly called the store and visited the store requesting a meeting or call from a supervisor. I have given my phone number and email address to the manager to pass on to his supervisor. Twice, I have asked for an appointment with a district manager via the AT&T online appointment request portal. No response. The manager of this store refuses to give me any contact information for his supervisor(s); and now, informs me the store is not responsible for lost items, when THEY told me I needed to leave the phone there. I was not given a verbal or written non-liability notice. Either the manager is avoiding informing his supervisors of this incident or the district manager and above, also lack customer relationship skills and are as irresponsible as the manager and sales representative. Bottom line, they lost a personal item and now have put the blame on us for leaving the phone there--even though it was their request to do so--and now that the items are missing, the only thing the manager can say is--"he can't do anything about it". To be fair, I submitted an invoice showing the cost to replace the devices that were on the back of the phone and the manager offered to credit our phone bill $25--pennies, compared to the cost of the devices that went "missing" under their care. Avoiding this RETAIL store for business transactions could save you a lot of headaches. Stick with corporate AT&T authorized stores. read more
