AT&T Store Queen Creek Qc District

The only reason I am giving them one star is because it won’t let me give them none. The customer service at this location is some of the worst I have experienced in my life. We traded in a phone over 3 months ago and still have not received our credit. Someone at the store (including the district manager once) has now told 2 different times they are working on it and would call me back. Still no cal back and every time you try to call the location it directs you to AT&T customer service who tells me that the issue must be resolved at the store. I don’t understand issues happen but the fact it has been 3 months and that no one even has the common courtesy to call back when they say they will is ridiculous. Do yourself a favor and go to another location if you are an AT&T customer. This location has made it apparent that they don’t care to try and help a customer at all.

Jayce spent an hour helping me download pictures from my phone to my laptop. He was very friendly and patient. After two previous visits at two different AT & T locations the previous day, with no results, I was very frustrated. He made sure my issue was resolved. What a great guy. He is an asset to AT & T and deserves a raise.

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!