This place deserves NEGATIVE 5 stars. The customer service in this store is DEPLORABLE. This store and its employees do not have the slightest idea of what customer service is, and I left after the whole ordeal not even knowing the names of who I dealt with.
I went to this store 3 times in one day and spent over 5 hours in order to clear up a situation to finally get turned down to buy a phone for the 3rd time. In the end I took my business to Best Buy in Humble who might I add had wonderful customer service, and bought my phone there.
First trip:
I initially entered the store with the intent on replacing an iPhone. After waiting a long 30 minutes in a very short queue I was finally called up by an employee (lets call him employee 1). We discussed my terms and availabilities. He informed me of an added cost that I was unaware of if you were to get a contract. After he explained it to me very poorly, I tried to piece together what he explained back to him with an example of how I understood. He then failed to understand my breaking down of the stipulation in the contract, and then began to tell me what I was trying to explain to him did not make any sense in a very arrogant manner, until finally I had to break it down so elementary that he understood and agreed.
After this mishap, I began the process to buy the phone. I was told I was an unauthorized user and could not make a purchase. Which I understood and obliged with completely, and made arrangements for my sister to come to the store and authorize my purchase.
Second trip:
So I left and returned when my sister was there to accompany me with the purchase. I waited in line AGAIN for 15-20 minutes while employees sat around looking as if they were doing something important. Finally I was helped by another employee (lets call him employee 2). My sister showed her ID to him then left after the authorization was cleared. I was then told that I had an outstanding payment on my account although a check was sent in a week prior, and the due date was not for another 5 days, but the computer would not let them bypass the outstanding payment to where I could purchase the phone. So I left calmly and acceptingly. What could I do, the payment was not yet received by ATT.
Third trip:
I get word from my bank that the check had been processed and ATT had received my payment not twenty minutes after I left for the 2nd time, so I headed back to the store to finally get the phone purchased. I enter the store, and I greet employee 2 who helped me earlier the 2nd time I was there. He also was the one who cleared the authorization of my purchase, and I was assured by him that he would tell whoever I worked with that I was clear to make the purchase. After another 20 minutes waiting in the queue, I was called up by a gentlemen (lets call him employee 3) who only called me up because I made eye contact with him, but not because they were going off the sign in sheet. Begrudgingly I began the process all over again only to be told by employee 3 I would need an authorized user to be present at the time of purchase. I explained to him my situation and that employee 2 would approve of the authorization. Without saying anything employee 3 leaves me and goes back into a room with employee 2. 5 minutes later employee 3 returns and denies my purchase again, stating he still needs an authorized user to be present at the time of purchase. I told employee 3 that this was ridiculous and I had been in the store 4 times today and spent 5 hours of my day, only to be ran around the hoops, and denied access for the 4th time of purchase. I was then told to not to have an attitude with employee 3 and he was just doing his job. I then left the store, and filed a complaint through ATT customer service.
Now I understand store policy, and the necessary precautions, but employee 3 was just trying to make my life difficult claiming I was committing fraud. My family has been in business with AT&T for over 15 years, and I was treated like a child being reproved when I showed my discomfort to employee 3 who happened to be the store manager. The lack of respect of this stores employees was astounding. I am 20 years old, and am young, but my money is just as good as any other patron. I should be treated with the same amount of respect an older gentlemen would receive. Also stated in the third trip section, employee 2 told me he would make sure to let whoever I dealt with know that I was authorized to make the purchase, but when he tried to tell employee 3 about my situation, who also happened to be the manager, he was turned down. The store manager should have honored employee 2's word even if he was incorrect. If your employees are saying something that they shouldn't be, I should not be denied because of his mistake. You should honor what your employees say. It boggles my mind as to why someone would be hired and put on the floor if they are not educated in store policy. read more
