AT&T Store Torrance Torrance South Bay

I visited the AT&T store at 18201 Hawthorne Blvd. Torrance, CA today(02/27/21) at 10:00am when it opened. I have never been treated so rudely or with such condescension as what I experienced today from your employee ‘Andrew’. I was hopeful to upgrade my iPhone 11 Pro Max to a Samsung Galaxy Note 20 Ultra and look into adding my nephew(who is graduating high school in May) to my account. Andrew incessantly was pushing me to buy various Apple products though I informed him that I had done my research and wanted to focus on this Samsung product as I knew there was limited stock. I could see that he became upset. While talking with Andrew he was speaking very softly. I imparted that I was slightly hard of hearing(military veteran) and the background noise originating from the open front door was extremely disruptive. At this point, his attitude worsened and he rolled his eyes and said ‘Well, what do you want me to do?’ I asked to please move tables away from the door so I could try to hear more clearly. He then rudely made a comment about my mask and that I had briefly pulled it to the side to take a quick gulp of my energy drink. His words were “I know you’re thirsty but keep your mask on.” At this point I asked if I had forgotten to pull my mask up after taking a sip and he told me I had not but he wanted to randomly ‘remind’ me so I didn’t forget in the future. At my place of employment I am on the COVID task force, so I am keenly aware of safe practices relating to COVID safety in the workplace. I did notice that during my visit Andrew’s glasses were fogging to the point that he was having trouble seeing when speaking, which perhaps contributed to his overall demeanor being absolutely horrible. I have loyally been with AT&T for well over 10 years and have never been treated so rudely during this time(hence the loyalty). Due to this interaction I will absolutely start looking at other carriers in hopes that their team won’t treat me in this manner. One would think customer service would be at an all time high with such limited numbers of on site customers, but that was not the case today. I am incredibly upset at what should have been a very simple and positive experience and adding another line and upgrading phones would seem to be advantageous for your business, but I refuse to do this with personnel like Andrew working there. Please review the camera footage of this incident and I’m sure the data will support my above narrative. Have a nice day.

This store operates just like a car dealership. They will go inside and secretly discuss among themselves in private. They will force you to buy unwanted phones if they don't make much profit. If they feel that they don't make much they will tell you they don't have the phone in stock. Not recommended.

trying to schedule an appt for tomorrow and site will not let me. Need help. My phone frozen!. Update: Store unfroze my phone and gave me the number of warranty service as I said I had tried tech support and could not get thru. I called that number explained my problems and then they told me that was tech support. They understood the problem and said this was a case for the warranty dept. They transferred me. Got another person, explained the situation and they told me they were also tech support and would give me the number for warranty service for ME TO CALL THEM. So I did. Explained the problem again and was told any of the other people should have been able to help me too. This person is sending me a new phone. BUT, I will have to get my information off the old phone and on to the new one myself as they don't do that. He did not think it could be done on that phone. So after an hour and a half I am getting the phone I will have to reprogram myself with all my call lists etc.? I am going to try to go to the store and see if they can do that for me. If not.............not sure what I will do. 80 years old and not technically proficient. I have been an ATT customer for more than 50 years and this is the worst experience I have ever had with you. Loved the LG phones and never had a problem. I don't know why you switched to this brand. It is not nearly as good.

Great

Everyone at this location is so nice. Thank you