AT&T Store Queen Creek Qc District

We signed up for a promotion in November 2020 where you trade in your phones and get an iPhone 12 (for free) or an iPhone12 max for an extra $6/month if you purchase unlimited services or already have unlimited services. We already had unlimited services so we asked if we would qualify for the promotion and they said yes. So, we excitedly signed the contract and traded in our old phones.

We never ended up receiving credit for our trade ins OR the promotion. We have been calling the customer service number since Dec (five months now which they have record of) and have been told different things each time we called with our issue ultimately never being resolved. We also found out they were supposed to send a separate box (from the box that our iPhones came in) to send our former phones back. We never got that box so our former phones were sent back in the box our iPhones came in which may have contributed to the issue. Through research, apparently this has happened to multiple customers.

My husband finally made his way into the Queen Creek store where we signed up for this promotion and articulated his frustration. They said they would have their manager reach out to us in a few days, as they did see the promotion hasn’t been applied and also acknowledged that our phones were indeed sitting in the warehouse. A week or two went by and we never heard anything from the manager (which is unprofessional) so we finally called today and spoke to the manager and there was nothing he could do other than tell us to call customer service.

So, our phones sit in the warehouse while we each pay $33 extra dollars per month for phones we shouldn’t have to pay more than $6 for.

The customer service has been awful and as a manger, if you can’t help us and you know that we have been dealing with this for over 5 months and are beyond frustrated, you should find someone who can help us and not tell us to call AT&T when we have been now for FIVE months with no resolution which you’re aware of.

The manager should have made some phone calls and figured this out for us, given that we came to his store to sign up for the promotion and that they filled out the contract incorrectly which resulted in us not getting the correct box to send in our trade ins. DO NOT go to this store if you don’t have to and if you do, keep all your paperwork so this doesn’t happen to you.

This store was very busy but they acknowledged us when we walked in and helped us with a great attitude.

I can't even give this store 1 star. The salesperson who helped me was rude, impatient and not helpful even though no one else was in the store at the time. His name is KAO and if you go there, and he is the only one there, turn around and leave. I am 72 years old and he treated me like an irritating child! Very unprofessional!

DO NOT GO TO THIS LOCATION!
In April of 2020 my Husband and I traded in our PAID off iphone X and iphone 11 PRO and swapped from Verizon to AT & T. Since then we have been calling AT & T for our trade in credits and they keep saying they haven't gotten them or they are processing. FINALLY today we spent over 2 hours on the phone with someone when we got a credit for a iphone 7 plus! Excuse me .. A WHAT?! We had to spend countless hours on the phone to figure this out. We called our old phone company (Verizon) to get the IMEI numbers for our old (again PAID OFF) phones. Turns out - they are active and in use and never made it to the at AT & T trade in center. So, our phones were never sent in and instead some crappy iphone 7's made it's way to the warehouse?! You are kidding me! THEY STOLE OUR PHONES! I have my receipt, date and name of the person who did this. I will be taking action and will be calling the Office of President as soon as I can. I don't care if this am authorized dealer or not - if you wear the AT & T logo your customer should TRUST you. HORRIBLE HORRIBLE! I see other people have mentioned they have had this issue. Go anywhere but here if you are looking to switch.

Terrible!!! We purchased 2 phones on BOGO promotion and were billed full price for both. We have made numerous attempts both in store and over the phone to speak to Nick the store manager, with no return calls AT ALL! By some miracle we did get a hold of him and he told us our issue would be escalated and he would personally call back with an update and we have never heard back. Again, multiple attempts and messages to reach him with no response. Absolutely DO NOT shop here!!!!!