WARNING!!!!! AVOID THIS STORE!!!! THE STORE MANAGER JESUS HAS NO ETHICAL FORTITUDE!!!! On Saturday, August 30, at 2:30 p.m., my husband and I visited this AT&T Store ( 9980 West Happy Valley Road, Suite 1150, Peoria, AZ 85383) to replace his iPhone 11, which intermittently would not accept calls. We worked with Jesus, the store manager. My husband wanted a phone of a similar size to his iPhone 11 but with more storage capacity than 128GB, since his existing device was full. After reviewing options, we agreed on the iPhone 16E with 256GB of storage. Jesus initially placed an order for the 16E with 128GB in error; however, he never alerted us of this. He later canceled that order and placed a second order for the 16E with 256GB. At that time, he indicated that the order could not be changed further, and we were told my husband could use Wi-Fi on his old phone or insert his SIM into another device until the new phone arrived. Because according to Jesus, my husband's old phone had broken" during this time. Before leaving, we requested to purchase a phone in stock at the store instead, but were told this was not possible because the order had already shipped. We left the store at 4:39 p.m. without a working phone. Jesus ultimately was unethical and never took ownership, accountability, or apologized for his deviant behavior. That evening, we attempted to activate my old iPhone 11 for my husband's use by contacting AT&T at 611. The call center was closed. We called the store back and spoke to Jesus, who suggested purchasing another phone at a different location, and again, he didn't apologize. At 6:17 p.m., we went to another AT&T location: 13757 W Bell Rd, Suite 103, Surprise, AZ. We were assisted by Anthony and Priscilla (store manager). After reviewing the account, they determined that the previous order had not yet shipped but was locked, so it could not be canceled. They explained that because the first store was an Authorized Retailer, their ability to assist was limited. During this process, it was discovered that my husband's phone number had already been assigned to the pending order, which prevented us from activating it on another device. Because my husband works in healthcare and is sometimes on call, and because we also have a son deployed as a firefighter in California, having an active and working phone number is essential. The inability to receive calls during this period created a serious communication issue. To provide a temporary solution, staff at this second location assigned a temporary number to my husband's old iPhone 11 so he could use it until the ordered phone arrives. Showing everyone that the phone was, in fact, not "broken". Again, Jesus was being unethical and lying. This resolved the immediate issue of being unreachable, particularly important as my husband works in healthcare and is sometimes on call. We left the second location with a working temporary phone number. We plan to return to this store to purchase our next phone once the pending order is resolved. Key points from this experience: *The initial order was placed incorrectly as a 128GB device instead of a 256GB. *The second order locked my husband's phone number to a device that had not yet shipped, leaving him without phone service. * We were unable to cancel the pending order through the AT&T app or in-store. **A temporary number was ultimately provided by another AT&T not an "Authorized Retailer" store, to restore phone service. We also purchased internet services while we were there. Anthony and Priscilla were so accommodating, helpful, and resolved our issue the best they could; it was the least we could do. We wanted them to sell us a new phone for their time and trouble, but they knew that was not ethical or the way to solve an already horrible situation. We will be going back this week to replace our phone; we will never go to that other store. I cannot in good faith support a store that allows its manager to be this person with no ethical fortitude at all! My advice is to take all of this to heart and understand how this store is run, who is running it, and read the previous reviews on Google. I even found someone who said their GM (not sure if it's current or previous) is also unethical. We chose this store due to its location of where we live, and thinking of convenience, there was nothing convenient about it considering this ordeal went on for four and a half hours!! We still have to deal with the fallout after a long holiday weekend of this manager's unethical decision to port, park, and assign my husband's number to an ordered phone just sitting in a warehouse, all because he wanted to "ensure" a sale! I hope this "authorized retailer" owner sees what kind of business their staff is running and makes some serious changes before everyone boycotts their business. Sincerely, a long-time ATT customer for over 15 years. read more

9980 W Happy Valley, 2 experiences. About 2 months ago we were so disappointed with the service we received, we did not want to return to that same store, but had a residual problem from the first visit. So we did go back around 2 weeks ago and were helped by a young man by the name of Zachary who solved all of the issues and had a excellent attitude, the complete opposite of the service we received the first time. He was patient and explained everything in detail, as opposed to the first visit where we were dealt with by someone with a don't care attitude and solely interested in the upsell. Thankyou Zachary, you did an outstanding job. read more

The service was disappointing. From the start, we were assisted by a gentleman(who's name I won't use), who asked how he could help but immediately interrupted us to take a phone call. When he returned, he told us he couldn't assist because we were trying to transfer from Verizon to AT&T, but had originally been helped by a "third party" claiming to be AT&T representatives. He said they were AT&T, but "not in the way we think," which was confusing and unhelpful. Throughout the interaction, he wouldn't let us speak our mind and came across as dismissive. Overall, very poor service. As a past customer of 15+ years, this experience was especially disappointing. read more

Tyler and Ryan provided amazing customer service! They were incredibly patient with all of our questions and made sure every one of our devices was working perfectly before they left. We truly appreciated their professionalism and care. read more

This review is for Alexis ! She is an amazing asset to your store. She knowledgeable and respectful.. She didn't push us to do anything not needed and we ended up upgrading two phones instead of one because of her ! Thank you for your help and time ! We appreciate you .. Keep up the good work ! read more

Ok so to fair I went into this store with low expectations based on reviews. Plus I was already about to lose my shit after an hour on line with customer service. I was pleasantly surprised when the young lady behind the counter was quick to answer my questions and get something accomplished in 3 min which on line customer service couldn't do in an hour. I would give them 5 stars but I just can't bring myself to do it because of how crappy AT&T is as a whole for cell. If your thinking about switching to AT&T.....DONT!!!!!!! read more

I returned my Phone to AT&T Lake Pleasant & Happy Valley Location, but apparently was not inputted into there system. I was charged a $410.00 for non-returned fee. I called customer service, which told me I have to talk to someone at the store. (I even had a emailed receipt) but had to deal with the store. I called and cannot get anyone to help. Kept getting a call center for overflow. I called multiple time over a period of time and never got anyone on the phone. Their customer service is a total joke, now I have to take time to go to the store to fix their mistake. AT&T Customer Service is non-existent, do not go to this store. BTW Stephine was the one that took my trade in which is supposably the store manager. read more

GREAT STAFF! My family and I went in for some upgrades on my account and the staff was very attentive. They kept my kids entertained with shows on TV, brought my wife and i water, and were very engaged throughout our visit. They transferred all of our data from our old phones to the new ones and put on the screen protectors before we left. The best part was that it wasn't as busy as some of the other at&t stores in the area. This will definitely be our new home store! read more

Do not go to this store. All these guys care about is making a sell. I was burned by them multiple times. I should not have gone back and I was dumb. I got guilt tripped, pressured, and disrespected for not getting a case, charger, or glass protection while I was purchasing a new phone. Why pay $30+ each in the store for those when you get them cheaper on Amazon? After some recent research, I found out they did not apply my iPhone credit for my new phone. My iPhone 11 Max was in excellent condition and they quoted me only $200 that would go towards my payment. Then they didn't even apply it!!! Verizon credited my wife's phone $800 bucks and her screen was cracked. I don't understand? DO NOT GO HERE! I don't ever care to leave reviews but I don't want the same thing to happen to anyone else. Life is more than making a sell. Do not trust or fall to pressure by these guys! BUYER BEWARE!!! read more

They wouldn't let me do anything on my account but the name on my account says Cassie but my dl says Cassandra. Don't believe them when they say you can get 3 screen protectors for free, they want $45 for them. Horrible. Im switching back to verizon. read more

This store is aweful. The customer service here is just not there. We have a broken phone with insurance that we are having trouble getting fixed. We also have problems with the website. Mark Bulter was little help with our problems. Called at&t for support and was forced to leave a message with no call back. We were promised time with the store manager and we got Tiana who was a total nightmare to "work" with. This girl has zero business working with people. She should be terminated immediately based on the conversation she had with us. We still have no resolution. A broken phone and no access to the website, logging on to our account. We have been happy with our phone service but not the service from this store who cant seem to keep a staff. read more

Our experience here was in short nothing less than a nightmare. We decided to switch to AT&T from Verizon due to some special deals going my family and I would get a lot out of the switch. Mistake number one happens the first day we try to switch where they took her phone back and put the wrong number on it. It happens, not a big deal but what is a big deal is the fact that Brian, the manager proceeded to blame us for the wrong number and messing up someone else's in the process. To clarify they took the phones and did this all in the backroom, where we had no commumication with them. Second mistake was the fact we were supposed to get two free tablets with our purchase due to points. Well come to find out because they messed up with a typo and give us someone else's number they proceeded to tell us we couldn't have the second tablet because of their mistake. Being upset my mother told them it wasn't our faults they messed up the number to which the manager Brian replied saying "Well you should just go back to Verizon then". We then agreed and tried to but they had already sent our phones away and it wasn't possible to go back at this point. He then visibly annoyed took the tablets back into the back room and fixed them. The proceeding three days we had to continue to come back to get things set up which they said were already set up and every time they were very rude and helpful. All in all it was an extremely poor experience, especially with the manager Brian who was extremely rude and condescending. The only nice employee there was a young African American man named Michael who was extremely nice every day we came in and was the only one willing to actually help us without being rude or aggressive. All in all worse five day experience my family and I have gone through at a phone store. read more