AT&T Store Los Angeles Los Feliz

My husband and I went to the 2900 Los Feliz Blvd AT&T branch in Los Angeles on 1/18/20 as the store had a "promotion" (Bogo Promo). The promotion consisted of purchasing one iPhone, and getting the second one free. We already had an AT&T account and two iPhone 6's (my husband has been a customer since 2006). We traded them in as part of the promotion, and were given the two new iPhones. The "salesman" Juan said that our initial bill was not going to reflect correct amounts and that it was going to take "a couple of billing cycles" until we saw the corrected charges for the promotion. A few months later we called Juan as the bills kept showing that we were being charged for TWO brand new phones as opposed to only one. We kept calling and calling, we kept visiting the store, and Juan kept saying "just to wait" for the charges to adjust eventually on our bill.

We finally called AT&T "Customer Care" and they said there was nothing they could do and to resolve the issue directly with the store. Juan kept purposely delaying adjusting whatever issue they were having and continue lying to us saying that we were going to see an adjustment on our account. Finally, towards the end of the year we reached out to the "store manager," Aaron, who suspiciously and all of a sudden, "found the error" on our account that had kept us from having our promotion reflecting the correct amounts. We had been paying for TWO phones for almost an entire year instead of only one, because of an error the salesman Juan had made on our account from the start. Aaron reassured us that now that the "error" had been found, we were going to receive a refund of $750.00.

A couple of weeks passed, no refund. We again called and called, visited the store several times, no refund. Finally the issue was escalated to Aaron's superior, someone also named Juan. We followed up with Aaron SEVERAL times for SEVERAL WEEKS, then MONTHS (I have proof of this) and he had no answer for us from his superior Juan in regards to our refund. We finally got a hold of Juan on February of 2021 and he had the audacity to tell us that he acknowledged that they owed us $750, but that this issue was "over 12 months old" and because of that small detail, THAT was the reason why they were not going to refund us what was owed to us. I told Juan, "What about the COUNTLESS times we called and visited the store to try to have the issue resolved WITHIN the correct timeframe since early 2020?" So they not only made a mistake on our account, but PURPOSELY dragged correcting the error made on our account for over a year in order to then state that 12 months had already passed, and that they didn't issue account adjustments past that time period. This is a scam and fraud by AT&T. To drag the issue long enough to make sure customers don't get refunded what is owed to them. We have documentation and proof of the store manager acknowledging that they made an error on our account and that they in fact owe us $750.

**We are in the process of terminating our AT&T phone, cable and internet services.

I have been with this company for a few years now. I decided to try out this new store when renewing my contract. The rep Carolina and other staff are liars and shady. For 6 continuous month my bill was increasing despite the various promotions I had gotten only to find out it was fraud & unethical work conducted by Carolina. Point is they are very unethical, unprofessional, liars, and love to waste people’s time. I suggest you find and go to any other retailer but them. The people at corporate are useless too.

I received poor service I was under the impression that my monthly bill was going to be significantly less than it actually was. The staff was very quick to sell to us and not properly explain. I had to go to ATT Glendale store for them to fix our billing issues.

Great experience here! Angie was super helpful. I needed help with my cell service. There was no up-selling or an attitude to check out my phone. Just professionalism, courtesy and friendliness. Thank you!

Great customer service !