Went to this location about 3 weeks ago to have my privacy tempered glass replaced, Grisel advised it wasn't available in store however she would order the replacement. I never received an email(but that's OK), as it eventually arrived. I took it back to this location, and this time Derec assisted me(I had an appointment and was NEVER checked in). He proceed to replace the screen and while doing so I asked why he was not using the placement device to ensure that its done correctly. He stated he didn't need it and it was done perfectly. Boy was he wrong, while swiping you can feel the misplacement of the screen and can see the light coming from under it. I called the store the following day to ask if it could be replaced again, and me NOT have to come to the store for them just to place a simple replacement order. I was asked to call back as Derec W was out to lunch. I called back and he was very UNHELPFUL. I spoke with Carolina( Store manager), and she refused to place the order over the phone, as they were "too busy". I went to the BACK to the store that same day at 5:45, and they were CLOSED(scheduled to close at 6). I went back today 4/15/21, and when I arrived I immediately asked for the store manager and was meet with an attitude from Roberto L. Roberto seemed very uninterested in assisting me, and stood a good 30 feet away while asking me to provide my phone number. When I said I was not going to provide my number to the entire store, he proceed to hand me their table, which I refused to handle, due to COVID and they seem like they do not disinfect their tablets(shared between employees). He took it upon himself to advise another employee that I refused to provide my phone number, which wasn't the case. I provided him with the information, and he still has an attitude. When I explain I am the customer and have every right to be upset, for something I am paying for. And as a customer service/store rep, you NEVER meet a customer with their tone, that only adds fuel to the fire which it did in this case. I again provided my phone number, and at that point refused to provide any additional information as they already authenticated my account, and shouldn't have to. Because I refused to give him the information AGAIN, he told Carolina that he's not doing it and walked off. Now on to Carolina; I was promised a call back which NEVER came. She also is NOT the one for details, as she ordered the WRONG tempered glass which was something that I noticed AFTER I left the store. I called back, and she admitted to it, and FINALLY ordered the correct thing. It took 3 days and 2-3 hours to get this resolved. Hopefully when the new tempered glass comes its correct.
Moving forward, I would spend the extra time and go to the Oakland and University location. read more
