AT&T Store San Francisco Mission Street

Went into store to get a new line. Gabriela said if I switched to new plan, I would pay similar to my old plan PLUS get a free iPhone 8. She neglected tell me about a $30 activation fee, and when the summary of the ongoing monthly payments came in email the next morning, I was paying $50 more monthly than if I had stayed on the old plan. I went in that day and Gabriela made up some story that the summary AT&T sent me was wrong. I told her I wanted my old plan back, and she insisted on charging me a $55 restocking fee on the iPhone. I told her that she had misinformed me, but she wouldn’t budge. I told her I would go across the street and switch to T-Mobile, and she said “fine.” So I did, and I am now paying $55 less than my old bill! Thank you AT&T.

But that’s not all; I still had a data line to cancel the next day, so I called customer service and got switched to the loyalty department. They said the would disconnect my $35 line, but wouldn’t give me a pro-rated refund (they owed me about $30, and I had used virtually no data anyway). The loyalty rep would budge, and I said if they didn’t give me the $30, then I would cancel my $166 monthly DirecTV, which I have had for 20 years. He put his supervisor on the phone, and he wouldn’t budge, even though I asked him half a dozen times if AT&T was really going to lose a $2000/year customer, and he wouldn’t budge. So I cancelled DirecTV.

So, a $55 restocking fee started a cascade that cost AT&T close to $5000 a year. It bewilders next. The loyalty department is useless - they don’t have authority to do anything; they must get. A commission for losing customers.

Go across the street to T-Mobile - they were great, and they even walked to another store to pick up a device for me.

In this day of TV cord-cutting, you would think AT&T would be setup to keep customers, not lose them.

This store was wildly inefficient and left me with no desire to come back. They didn’t link all of my accounts so I have to revisit a store to make sure my billing is correct but after such a horrible experience I’m dreading it.

Wanted to buy a Samsung 9+ phone. This Lady sales person was very rude. Everytime í asked a question 2 her, her answer was The phones r on that table go look at the phones yourself. Instead of her, showing the phones features 2 me. Made me feel penyless. Se told me more than once how much the phone was. Not a good saleperson. 2 bad.

I recently tried to terminate my wireless phone service at the 2410 Mission St. Store in San Francisco. One of your representatives said that they cancelled that service, then told me that I would have to return the equipment to AT&T via UPS. They gave me a number to use for billing, etc. at UPS store. When I went to UPS return phone, the UPS rep said that they only return DirecTV and U-verse equipment. After speaking to AT&T supervisor at 800-331-0500, the supervisor told me that the service had not been terminated. The supervisor cancelled the service. The equipment was old and did not need to be returned. Issue resolved, but this should have been done the initial time at the Mission St. store. What steps will you take to enable satisfactory customer service at your store?