AT&T Store Rogers Creekside at Pinnacle Hills

I rarely leave reviews, but I want to make everyone aware of what happened to me. I recently purchased a new iPhone 10xr and went out of town. After a few days while out of town, the phone started “ghosting” (automatically dialing numbers and section of the touch screen would not respond to touch), which was said to be a known issue with some phones. While out of town I contacted the Creekside at Pinnacle Hills store, where I purchased the phone, and let them know about the issue. The store was not able to look up my information without being in person. They asked that I call customer service that would be able to, then customer service could contact the store. I called customer service who in turn called the Pinnacle Hills store and at that time they were able to look up my records. Because my phone was only 2 weeks old at the time and was already having issues, they agreed to extend my return up to 30 days after the purchase (since I was out of town and required to return it to the store it was purchased from). Customer Service noted their conversation on my account and all was thought to be good. The day following my return from out of town (day 28 from the purchase date), I tried to return my phone to the Creekside at Pinnacle Hills store and explained the situation. The store was able to pull up their noted conversation listed on my account and acknowledged the statement of extending the return up to 30 days due to circumstances. After the store manager agreed this was documented in their system, said they would not honor this as they have a 14 day return period. After a few hours talking with the store and customer service and customer service talking with the store, customer service ended up saying it was up to the store to stand behind their promise. They also said even though they have their conversation documented, if they do not wish to honor their statement customer service could do nothing about this. Be careful dealing with this store. It says a lot about them as people and their customer service they aren’t willing to honor what they agree to in writing.

We went in to ask questions about the iCloud and all of the employees ignored me and my family and we’re super rude. Then my brother got a new phone and because of the insufficient answers and service my brother lost all of his pictures which included some of his most loved memories with loved ones that have passed away, graduating, and overall important pictures. If you are considering going to this store for ANYTHING I recommend going to a different store..... We are extremely disappointed with the out come and hope that you will make the right decision and not come here for any of your phone needs!!!

I went in to trade an iPhoneX that didn’t work that was bought at this store. I didn’t even have it a week and couldn’t even set it up. I have had iPhone's since they came out so not knowing what to do was not the problem. The customer rep didn’t even know how to hard reset the phone. I told him I did that already. He was more worried about selling other products to me than fixing my problem. All he did was sent me to another store even though ATT was the one who sold me a bad phone. Very frustrating going to three different places before anything was done. I wouldn’t have been so frustrated if he wouldn’t have told me that in “his eyes” the phone was fine when it left the store. Obviously it wasn’t since I didn’t even get to use it. I have been an ATT customer since I can remember and this was the first time I was frustrated at them. I will definitely NOT return to this store.

I worked with the lovely Joana Gracia. (Not the first time!) She took her time with me, answered my questions, asked questions I had yet to think of and was able to provide me with a great deal on a new phone and TV/Internet. I had been a cord cutter for the last 5 years and decided it was time to try again. She made it effortless and affordable. Joana went above and beyond in both her sales and customer service during my visit. I know she does this with all of her customers. Every time, because she has with me. This young lady is a keeper. 5 Stars all around!!