AT&T Store Chandler Az Chandler Festival

No one answers phone. Ordered for curbside pickup as I have a newborn. No one in store and no one answering phone.

Last week I came in to upgrade my iPhone, I was told as long as I returned my old phone within 14 days in good condition we would get a $700 credit for returning the phone. My old phone was cracked, they said that was fine I could get it fixed myself and return it in good condition. A week later I came back to do 2 things, give them my old phone in good condition and also tell them my brand new iPhone 12 was having major issues. It was dying when it hits 20% battery, it was very slow (not due to connectivity) the screen was constantly freezing and I would have to restart the phone to get it back to work and every time I turned it off the phone would revert to the original “select a language” setting when you first by the phone. The representative Calvin would not exchange my brand new phone for a new one because he said only the employee who sold me the phone could, I asked to speak to a manager because that was ridiculous. A brand new almost $1000 phone was not working well at all since the day I bought it and the only way to get it exchanged was with the same rep who sold it to me? Calvin said I would have to go to a corporate store in order to exchange it or have apple honor the warranty. I don’t understand why the store that sold me a phone could not exchange it, it made no sense to drive all the way to a corporate store but I did so anyways. Calvin also would not accept my old phone, he told me that I had to mail it in. When I drove to the corporate store they told me that Calvin was wrong, he said that anything a corporate store can do so can an authorized retailer and even went as far as saying this specific location tells their customers to go to corporate locations when they do not want to deal with customers. The corporate did explain to me that to do an exchange there would be a restocking fee which he said could not be waived, he said the best thing to do was have Apple run a diagnostic and hope they will honor the warranty, but said he would be happy to accept my old phone if I could get the original store to cancel the trade in by mail. I drove to the Apple store and they immediately said this was an issue with ATT since they sold me the phone, and said ATT should exchange the phone since I’ haven’t even had it for 14 days. I had to make an appointment with apples Genius Bar and they kept telling me to return it at ATT since I bought it there. Luckily after they runs. diagnositic they uncovered a software issue and were able to get the phone working. I called the original store and the manager tyrell and assistant manager Daniel assisted me. Daniel assured me that he was able to cancel the trade in by mail over the phone. I went back to the corporate store since they are much more profesional but they still could not accept the old phone because the original trade in had not actually been cancelled. The manager at the corporate store called the district manager and found out that Daniel never even canceled the original trade in which he assured me he did. This whole experience took a week and several phone calls which lasted over 3 hours in total. This specific store is closest to me but me and my family consistently have problems when we go here and are always discouraged and told to go go corporate stores.

Traded in a perfectly good working phone. I have the receipt saying it was working. 6 months later still waiting for the promotional credits. Called every month for 6 months to get this rectified. I was told that the trade-in department received the phone and and it doesn't turn on. They finally told me to go into the store. I did, the manager opened an escalation ticket and I was told to wait 7 business days. I did, called back in, and there was no trace of the escalation. Went back into the store and was told that they are not a corporate store, just recently (as of 2 days) an authorized retailer with no manager on duty. Do not go here if you want any sort of customer service. The over-the-phone customer service isn't helpful either.

Erika was very knowledgable. She helped us find the best bundle for us.

AT&T has the worst customer service of I’ve ever had the displeasure of dealing with. I no one from our local store will answer the phone, and no one on the national lines can help. Thanks for nothing