Dishonest practices, very unprofessional. Insist on getting your receipt before leaving and check it for unwarranted charges.
Visited store and purchased S21+ Nov 30. During transaction, rep Kelsey C claimed a change of plan would save us money and reassured that my 9 lines would not be negatively affected. Would later discover we are paying MORE and had lost all our hotspots as well as being charged on a ton of extra junk.
While she was gathering and applying case, screen protector, warranty, cables, chargers. I mentioned that I have so much of that stuff already and asked if it was included to which she said that it was part of their promotion. I accepted this answer but also asked for the receipt for the $300+ payment, which she said would be emailed and continued with migrating my data and applying the liquid screen protector which would prevent scratches.
Rep Kelsey and Manager Justin went on to discuss the "crazy old" customer they had been helping and even complained about someone who was coming in to complain.
Few days later...
After 3 phone calls, was finally able to get receipt via Quentin Bias. As expected the receipt had charged me for everything except a screen cleaning kit. Unhappy, I returned to the store the next day to find Kelsey C working. There were already 2 other customers in the store so when she was free I mentioned that I had an issue with the charges I wanted to discuss when she was fee. She said when she was done with the customers she would help.
Another rep entered the store, apparently called in to assist. He helped the 2nd customer out as another 2 customers entered over the next hour. After finish with the original customers, each rep chose to move onto the other customers over me by asking small questions and were about to send one customer to a different store and informing the other that they would be right with them to solve a technical issue. I waited patiently for 1.5 hours, not saying anything additional until they went back to the woman with the technical issue to now figure out the issue. Upset, I said "I think we should really solve my issue first". Kelsey agreed and led me to the front counter where I went over the details.
As I explained my frustration, Kelsey said that the items I thought were included were promotional and pointed out the $30 I had saved by spending $300+. I remarked that I had told her during the transaction that I had plenty of cables and charges and no use for that specific case or liquid screen protector. She said I could return them if I had the box to which I pointed out that SHE had been the one to open and apply everything and that I had seen no reason to keep empty boxes. I mentioned the phone plan issue as well and was instructed to call in myself and try to change it but that she again had "saved" me money by getting a more expensive plan and getting a discount on it for 3 months. Keep in mind it was STILL more expensive than my previous, more comprehensive plan even with her discount. She claimed there was nothing else she could do, I mentioned that having worked retail Im positive there was always plenty that could be done to which she claimed only Justin had that ability and that I would have to come in when he was in.
I left upset and frustrated to say the least. I was able to revert my plan back, but not able to meet with Justin thus far. read more
