July 11, 2017 I came into the ATT store at the Littleton, MA to purchase 3 iPhone 6s to add to our family account. I was told by the sales rep that I needed to order the phones online because my last name in the account didn't match my last name on my id. My married last name and official last name are different.
I ordered the phones online, but ATT cancelled my order because my shipping address and the address with the primary account holder, my dad, didn't match.
7/23/17 I then called a sales representative with Apple to see if she could order the phones for me. I just wanted the phones so that I could have them to take to the ATT store to set up.
The Apple sales rep said she could order the iphones and set up numbers for me no problem. We spent 3 hours going over the details of the order getting verification from the ATT account as well as contacting my credit card company to remove the block they had put on the order since it seemed there was some funny business going on with trying to order iphones from ATT 3 separate times and the amounts on my credit card were reaching their limit.
We finally came to the finalization of the order only to find out 4 days later
ATT cancelled the order again because the shipping address for the phones and the address with the primary account holder, my dad, didn't match.
I called ATT and they said I would need to go to the store to rectify the 2 cancelled orders and to remove the pending amounts on my credit card (a total of up to $3,500).
7/27/17 I went back to the ATT Store Littleton MA with my 3 kids, twin boys ages 12 and daughter age 10, completely frazzled and frustrated by the wild goose chase ATT had set me on.
The one sales rep there was helping two other customers. When he had a moment, he asked If he could help me.
I said, "I don't know. I am not sure if you can help me or not. I have been here before whereby the last salesperson sent me away to order phones online because my id and name on account didn't match. However, turns out, I can't order phones online because I am not authorized to do so since I am not the primary account holder".
Out of my frustration, I said, something like, "The bozo's here need to know how to help customers with specific profiles on their accounts to order phones. Instead of sending them away with the incorrect information. That would have prevented me from a lot of time and frustration that seems to have no end".
The salesperson took offense to the "bozo" comment I made, rightfully so. Truthfully, I can't remember if I called him a bozo or if I called the previous sales rep a bozo. In any case, he started getting snippy with me saying,
"Well I'm not sure if this bozo can help you or not".
I said, "look, don't get smarmy with me". I am frustrated that I have been given the wrong information and now I have been waiting nearly 3 weeks for 3 iPhones that I have attempted to order 3 separate times and still have no phones and now have to clear charges off of my credit card".
He kept making some rude remarks about how I called him a bozo and I said, "you're letting your ego get in the way of helping me". So I asked for his name and asked if I could speak with his supervisor.
He only gave me his first name and refused to give me his last name. I said I want to speak with the manager, he said he was the manager. He then asked me to leave the store. I told him, I wasn't going to leave until I got my pending orders cancelled or rectified. He refused to help me.
I said, "I want to close my account".
He ignored me and told me to leave the store.
Meanwhile, I am calling ATT on the phone to see if they can get someone to talk to him or at least report his refusal to help me.
He then picked up the phone and called the police.
The ATT sales rep told me to keep her on the phone so that she could act as my witness that I didn't say anything to warrant the cops to come and tell me to leave the store or they would arrest me for trespassing.
When the police showed up, Chris said I was being hostile and that he wanted me out of the store. (He must have told them something more extreme since the police had no time to hear my side of the story). The police asked me to leave, whereby I asked if they would talk to the sales rep and to at least here my side of the story. They said I need to leave or they would have me arrested for trespassing.
Since I left the store, the ATT sales rep on the phone told me that I was not in a corporate owned ATT location. That I was in an Authorized ATT Retail store and that there was nothing they could have done to help anyway. Great! Again, I wish I was told this to begin with to eliminate my frustration and ridiculous incident of having the police escort me out of the store.
This sales rep, Chris (or according to him, store manager, ) is not qualified working in a retail store where good customer service is required. Beware of low self esteem, power trip Chris! read more
