AT&T Store National City National City

I went in to do a trade in at this location and they totally messed up.
Not only did they fail to provide any confirmation for the S9 Galaxy I traded in... they submitted it under a different person's account and I wasn't getting any credit for the phone.
This is not only a huge mistake but highly unprofessional and costly to me.
AVOID THIS LOCATION! COMPLETE RIP OFF.

This store either has a bunch of idiots working there or they highly lack customer service training. Either way this place sucks. First, not only did they allow more than 6 clients in at a time during this COVID-19 pandemic but I never saw anyone clean or disinfect any chairs or tables in between customers.
I placed an online order for a phone upgrade to reduce the amount of time spent inside the store not only to limit interactions with other ppl but as I value my time and I do not want to spend an hour inside of a cell phone store.
I received an email confirming my order was ready for pickup. Not only did I receive this email, I also received a call from someone named Marvin. This is all normal as this is what is done at every store when you place an order.
As I show up I was helped by someone named Jose. I explained to Jose that I was there to pick up a phone. He took my name and number then went to check on it.
I waited and waited and waited and nothing after 10mins of him looking around (not saying a word to me). Soon, more ppl started showing up and I decided to wait outside the door since it was hot inside the store and I did not know what Jose was doing.
I notice even more ppl started showing up and decided to go back inside the store. What do I see? I see Jose starting to help someone else. At that point I decided to ask him what the issue was. He then proceeds to tell me that he cant find the phone (I know right its a AT&T store how do they not have it) and that he would need to cancel the transaction and then upgrade me himself. Of course this doesnt make any sense to me since I specifically placed the order online so I wouldnt have to deal with this. I then asked him who Marvin was and why he called me to tell me the phone was ready if its nowhere to be found. Jose tells me Marvin is another associate and that he is not available (ok so call him bro tf?) and that the only option would be to cancel the upgrade transaction (note that when you cancel the transaction you have to get a refund to card that was used to pay, then charge you again) and re-do the upgrade. Again, not something I wanted to do otherwise I would be at the store another hour. So I say "call me when you find my phone".
I then go home and call the number that Marvin had called me. I asked him why he called if the phone was ready. Marvin explained that he had left but that someone else could have helped me. I told him I know that and that Jose was useless. I was told I would be called today but have yet to receive a call. I will call them prior to heading down there so I dont waste my time and I suggest you do the same as the "associates" working there are pretty useless and clueless on how to handle a simply online order phone upgrade.

Walked in right at 10 when they opened one person there on the phone doesn’t acknowledge you after 15 min I left, I was there to buy an Apple Watch for my son and now to the next place. At least say hi or we will be right with you, this was RIDICULOUS

asian young lady, sorry cant remember her name at all.

The experience is okay. I was assisted right away the people is okay