This experience was terrible. I've been an AT&T customer for over 12 years, and I have never…read moreexperienced anything like this. This was the first, and last time I would even consider an authorized retailer.
My sister and I were upgrading both of our phones on my account. I current have 5 lines. First, the employee switch me into such an "amazing" data plan where we can benefit. The employee then brought out the phones we were looking to purchase, and two iPad minis. She brought the wrong phone out for me (I asked for the iPhone 7 with 128gb storage, and she brought me the 32gb storage) and I was on the fence about the iPad mini since I already have an LG tablet. She took the one iPad back and brought out the correct phone. When I went up to the counter, I said that I would include the iPad mini. The employee acknowledge me, so I had assumed she had heard me since she acknowledged me, and proceeded with the transaction. There was some sort of issue. She couldn't figure out the credit card terminal, and had to run my card manually. I had her remove some items that I felt I didn't need right then (an extra cable and glass protector) and she re-did the transaction. She never reviewed the order, so I had believed she included the iPad mini with the transaction. I began to set up my phone. She told me just to set it up as a new phone, even though I already had an Apple ID. Nothing transferred over.
Meanwhile, my sister was checking out and I heard the employee mention the iPad to her. I then interjected about the iPad with my order and, again, she acknowledged me. My sister checked out, and began her phone setup, which started with a software update. The employee said that it was weird but nothing else came of it. A different Apple ID popped up on her "brand new" phone and, again, the concern was dismissed.
The employee came over to the table where my sister and I were, and I again asked about the iPad with my upgrade, and she, again, acknowledged me. When she proceeded to bag our items, she said we were all set, and I asked about the iPad. That's when she said that I told her I didn't want the iPad. Not true. She then called her manager, lied, and said I decided, after the transaction was completed, that I had wanted the iPad. This was a lie. She messed up, and never took accountability for her mistake. If she had, this would be a different review. The employee rudely told me that I would have to come back the following day. The way she spoke to me was uncalled for. At that point, after two hours in the store, I was frustrated and livid. And rightfully so. I expressed, calmly, that I was livid. The employee then acted like a toddler throwing a temper tantrum. She screamed how she can't handle this, ran into the back storeroom and slammed the door. She then marched out and told me that I was the rudest person she had ever met, and that she would be charging me a restocking fee if $45 (because apparently in order for the upgrade to actually be processed properly, it would have to be processed as a return and then redone). She was not properly trained. It gets better! So, after being asked to leave the store with 2 phones not properly set up, without the merchandise I was supposed to receive, I spoke with her manager. He basically dismissed me. He was incredibly rude. He told me that she would have to call his district manager for special codes (which apparently, accounting to corporate AT&T; that is false). He said he would graciously waive a restocking fee, even though the phone technically would never leave my possession. I chalked the iPad up as a loss, but I called corporate AT&T. I came to find that the employee that handled our transactions was completely incompetent. My plan was messed up. She didn't change my data plan to what be suited the needs of my account. Corporate AT&T had to correct it. When we told corporate about my sister's phone and how a random Apple ID popped up, we were then told that this "brand new phone" was actually purchased on 09/28/16 for in-store pickup, and although it was never connected to the network, it was purchased and RETURNED! The Apple warranty began 09/28/16; prior to actual purchase. What a scam. AT&T instructed us to return the phone to that store, that we would not be charged any fees, keep the iPad and pick up a phone at a different location where the upgrade can be processed properly. She went back the next day after I added her as an authorized user. The manager, Mike, refused to take the phone back. In fact, he made a spectacle and called the police. My sister asked the officer to return the phone, and Mike refused. He said that only authorized users can return the phone, yet my sister and I were not allowed on the premises. He also told my sister that she could go to the company store to do the return, which was also false. We know this because my sister was actually speaking to a manager at the company store, whom which asked to speak to Mike, and he refused.
