AT&T Store Cerritos Cerritos South Street

Bad customer service. We went to this store on 3 different occasions; and the issue was not resolved. Customer service is either poorly trained/ill-informed or lazy as they do not want to be inconvenienced. We came in on a Friday night to add a line to the plan, which Maria Delgado helped us out. We soon realized that we did not like the phone. We came back two days after to exchange the phone. Again, we spoke to Maria who first told us the exchange was not possible because of the promotion. However, she was soon interrupted and negated by another female associate who said that they can do the exchange but with a restocking fee on the unopened and untouched phone. We found this absurd and left. After talking to ATT's customer service on the phone, we were told to bring the print out of the return policy to the store so that we can exchange the phone in store (fastest way to get a new unit). We came back 4 days after our initial visit. Maria reiterated the information about the restocking fee. Armed with the print-out of the return/exchange policy, we politely informed her that restocking fee did not apply to unopened products. Once again, her female associate (the same imposing one as before) interrupted and conviently said the manager Melissa was not in the premises to waive the restocking fee. It appears that they were aware of the rules and just did not want to assist us in the exchange, which was why they purposely told us the wrong information. And when they were forced to face the facts, they conviently found another excuse not to help. I had questioned them and asked them to try. My requests were ignored as I was simply interrupting their chat while there were no managers or customers around. Please note that this store does not want to help if you may face issues. Fortunately, ATT phone customer service was able to assist us.

Claudia is the best. She went above and beyond to hook us up. Very knowledgeable of the product and company.

The stuff who helped me was very helpful and nice.

My arrival to the store was ungreeted and neglected to put my name or problem on the board. No team members went in to sign me in or find out what the problem was that I needed assistance. After an hour I was told by a member that saw me, “We will be right with.” The manager saw me and didn’t bother to assist me or the three other unattended customers. Finally after being at the store for a great amount of time I was told by a service representative that my iPhone problem was for the apple store and they left. Less than a minute of a conversation for a lifetime of waiting.

Our insurance was dropped by att's error and Joelito confirmed this but was unable to provide any help in fixing the situation. I am now unable to fix my phone and no one in att customer service can help. Horrible service.