AT&T Store San Dimas San Dimas

I had a terrible experience at the AT&T Glendora store when I purchased the new iPhone pro max. I went in and purchased a phone. During the 14 days where you could return a phone, Apple did a diagnostic on my phone. The Apple support representative texted me and said the flash was not working and suggested I turn it in for a new phone since I just purchased it two days ago.

I returned to the Glendora store and showed the manager of the store my text with the Apple representative, where he told me after running a diagnostic that there was a defect in my phone because the flash wasn’t working and I should go return it and get another. I showed her the text from Apple that the flash was malfunctioning.

Even though the flash worked in front of her at the time, she said she would give me a brand new phone but I had to pay $55 for restocking. I couldn’t believe it! She told me that she doesn’t care what Apple says and that this is her policy. I was flabbergasted that she would not honor what the rep from Apple stated and she charged me $55 for restocking. I paid for the restocking fee but didn’t feel good about it. Then I asked the girl and manager that were helping me if this was a refurbished phone. They stated it was not and that I was returning a new phone after 2 days of use of a defective phone for a new phone and was paying for the restocking. I asked them again and they reassured me it was not a refurbished one they would give me. They stated that I would now have a better peace of mind knowing that I had a new phone. I then left.

When I got home, I had doubts about whether this was a new phone, and so I looked up on line and found out that the serial number for a refurbished phone starts with “f”. I then looked at my phone and low and behold, I had a refurbished phone! I was shocked that they had lied to me at the AT&T store in Glendora. I decided to confirm this and so texted the Apple rep I had been working with. He confirmed it was refurbished and sent me a text. He told me to take it back because I had paid for a new one.
Make sure you check your serial number form these guys!

Scott & Mark were super helpful & resolved my problem with a phone case issue. Samantha was wonderful & knowledgeable for my purchase of new phones for my family. She took the time to work out the best plan for us. This store has always been very helpful. Sometimes it takes longer than I’d like, but it just because they are very thorough & detailed. Give yourself an hour. *any returns must be within the 14 days!

-negative stars. i just had a phone added to my account when my brother physically went to this location to upgrade a phone to his account.

this is not how you do business. sure we share the same last name but not any finances. nor did i authorize this transaction.

this does not fall under best practices.

Everyone was so friendly and welcoming. Carlos was very helpful and answered ALL my questions. He got me everything I needed in a timely matter. I will definitely be back to this location and ask for him to help me next time I need it.

The Rep that helped me with my issue was awesome. She knew what she was doing and handled it.