AT&T Store Chandler Ocotillo And Gilbert

Horrible experience

Beware shopping at this location. Gilbert & Ocotillo,Chandler, AZ located in The Plant shopping center.

I have been an ATT customer since 2005 and have never had a issue with customer service. Until now....

Went to buy a new device and the Manager told me I was eligible for the AT&T Trade-in Program. I was surprised because the phone has a cracked screen - I was not going to ask for a trade-in based on the screen condition. The damage was very visible to the Manager - She held the phone, she tapped through some items on the phone and she commented on the cracks. She was very aware of the damage, but confirmed I was eligible.

The trade-in credit incentivized me to invest in a more expensive model. I could not complete data transfer from old phone to new (poor Wi-Fi connection). The Manager advised I take both phones home, complete the transfer and bring the old phone back to start the trade-in process. When I tried to drop the phone off the same Manager REFUSED to take the phone. She said there were cracks on the back of the screen - which disqualified the the offer. I reminded her that she inspected the phone when I was there and she had no concerns. She laughed, went as far as to say that if I left it the day of purchase she would have processed the trade-in but she she is not going to take the phone and there was nothing I could do about it. Remember, I could not leave the phone because their WI-FI was not working and I needed to transfer my data. AT&T Corporate customer service called the store on my behalf but was declined a resolution.

Not happy I am out $700, I escalated the situation to AT&T Corporate, who confirmed the phone is eligible for the trade-in program. AT&Ts trade-in policy, TRADEOFFER22, does not automatically disqualify the trade-in because there is a crack on the back. I also verified the TRADEOFFER22 offer details on AT&T.com, which clearly support my eligibility.

Unfortunate the Managers at this location do not know policy, make sure you know your entitlements before you shop with them.

Having a Master’s degree and being 50, I consider myself fairly intelligent! But when I go in seeking a possible upgrade, it’s like the teacher talking to Charlie Brown and all I hear is “wa wa, wa wa wa, wa wa wa wa!” Thx for helping me to understand my options, manager of my Chandler store! You brought it down to my Charlie Brown level! I appreciate you!!

Dropped in because I wanted to switch my service from Verizon to AT&T, the staff was super helpful and patient. I am very happy that I came by this store. Pleasant experience.