This AT&T store provided one of the worst customer service experiences I've ever had. I purchased an iPhone 17 Pro after cracking the screen on my iPhone 15 Pro Max, but realized within a few hours that the new phone did not have enough storage capacity for my files and was not going to work for my needs. I returned to the store the same day to return the device, left the phone with the staff, and expected the refund to be processed properly.
Instead, Victor, the sales representative, seemed extremely reluctant to process the return, and now months later AT&T is still attempting to charge me installment payments for a phone that was returned to the store and never kept in my possession. When I went back to resolve the issue, Rafael, the general manager, accused me of being rude and called the police on me simply for trying to get answers regarding the refund.
I remained calm and respectful throughout the process and was shocked by how poorly this situation was handled. No customer should be held financially responsible for a company's failure to properly process a returned device. Between the lack of accountability, poor communication, and hostile treatment, this has been an incredibly stressful and disappointing experience. read more
