Customer service is way below par! Sub-zero customer service!…read more
I purchased an iPhone on November 20, 2025.
When I went to the store to pick up my new phone and do the media transfer and turn in the old phone, I went there because the manager, Joshua, who sold me the phone, said I would be helped by one of the associates if he (Joshua) was not there. I received an email from AT&T saying my phone was delivered to their store.
The associate, whose name is ANDRES, said he couldn't find the phone. He looked in the back and said my phone didn't arrive at the store. The phone was sitting in a shopping bag with my name on it. He did not seem to want to help me, and he was extremely short, curt and rude. The other associate, Oswaldo, actually found the phone. It was sitting in the back in a small shopping bag, affixed with a sticky note with my name on it. Photo attached.
ANDRES began arguing with me, and his anger began to escalate, since I told him that he didn't know what he was doing. It was obvious that he had no idea what he was doing, and that he wasn't willing to look for my phone.
I asked ANDRES for his name, and he sarcastically told me to take a picture of him. I took a photo of him since he asked me to do so. Then he became enraged after I took the photo of him, and he tried to throw me out of the store.
I asked Oswaldo to help me with the installation. It was obvious ANDRES was not going to help.
Oswaldo also refused to help me at that point, and suggested I go to another store.
Then, ANDRES picked up my shopping bag and violently tossed the shopping bag on a table, and he told me to "get out of the store." He told me "never to show my face in the store again."
I had to go to the Encino store to get the help I needed to set up my phone. The associates in the Encino store were very polite and accommodating, and did a great job.
In my honest opinion, the customer service in the Woodland Hills store is atrocious! I have never been treated so rudely by a sales associate anywhere. I have been upgrading my iPhones there for many years. ANDRES is not suited for a customer service position with AT&T.
I will pursue the matter further and report the incident to the District Manager. I will also never return to Woodland Hills and give them my business. In the future, I will take my business to the Encino store.
Interestingly enough, no one in either the Woodland Hills store or the Encino store was willing to give me the email address for the District Manager in order that I may write and report the incident with ANDRES and his lack of professionalism.
When I called today, November 26, ANDRES hung up on me 3 times when I asked to speak to Joshua, whom I was told would be in the store after 11AM today. ANDRES recognized my voice, and kept hanging up. Once again, he threatened me about returning to the store.
And once again, ANDRES demonstrated rudeness and a poor sense of business acumen by telling me to "stay out of his store"!
I would rate this customer service less than 1 star if at all possible.
ANDRES must be removed from his position at once. I come from a generation where "the customer is always right ". Why does this not apply in this day and age?
EDITED TO ADD -- I just spoke to Joshua, the store manager. Today is Friday, November 28, 2025. Joshua was not only unhelpful, but he took the side of ANDRES. He wasn't supportive regarding my treatment in his store, and said Yelp is a waste of time! He brushed my phone call off! Never give the Woodland Hills branch of AT&T your business. I hope the District Manager reads this review, because Joshua did not want to give me the information to send an email to their District Manager. Does anyone know if the Better Business Bureau takes these situations seriously?
