AT&T Store San Leandro Village Marketplace

There customer service is HORRIBLE
honestly if you are not there to buy anything they don’t want to help .
If I could give it a negative star I would
They need a better team effort structure.

I bought the newest iphone x with some accessories three weeks ago. Then I went on vacation for 2 1/2 weeks. One of the accessories I bought was a charger. That is the only charger I took on my trip and it did not work and it did not come with instructions. When I tried to return it, I was told I had to either wait (long wait) or make an appointment. So I made an appointment for the next day, whereby I still waited for some time until a representative could help me. He was very polite (Ron?) and just informed me that I had missed my opportunity to return the charger as the return policy is only 14 days. He did test the charger with my phone and it didn't work, and then he tried it with his phone and it worked so then he tried my phone again and he said it was now working. I told him I wasn't happy with the product and I still wanted to return it. I asked to see a supervisor, and he (Diego?) told me he couldn't make an exception for me or he would have to do it for everyone else. When I complained that it didn't work on my vacation and had no instructions, he pointed at a picture on the back of the box and said that was sufficient, you just put your phone on the charger...He also told me I should have returned the charger in the East Coast while on vacation. BTW, I'm not going to take time out of my vacation to return a $ charger. I explained that I've been a good customer for several years and have three phone lines and asked him to make an exception. He said he wasn't allowed to make any exceptions and it was corporate policy. I wasn't happy with that response. He did finally give me a new charger and this one had packaging inside and it even had instructions, lo and behold.I also explained we were considering switching to ATT TV and internet and had been looking at the ipad and considering service for that. I said we would no longer consider those options if they were going to be so inflexible. He said I should do what I wanted to do or something of that nature. He wasn't swayed and was just inflexible. I was really surprised by his attitude.So, Ok. I will not be getting my TV or internet from AT&T now or ever. We won't be adding any more lines. and we won't be recommending AT&T to anymore of our friends or family. We are the only people we know that have been with a carrier so long. But, I don't think that matters any more, unfortunately. We are disappointed customers over such a small item and the inflexibility that he said is AT& T's policy.

the service was great was out of store in about 20 minutes with the new Samsung s9