AT&T Store Van Nuys Van Nuys

Let me start off by saying RUN! As Eddie the worst customer service rep said: "This is a retail store". Went to an ATT corporate store on Sepulveda and they took care of me painlessly. My upgrade to a Note 20 Ultra started really well when I dealt with the girl that works there. She gave me great customer service and when not sure of something she called someone who was. I was to bring back my note 8 after I downloaded all my pics and files but when I came back to turn my phone in for the trade in promo to get $1,000 in credits Eddie said I was past the 14 days I had to turn the phone in. I was pretty sure it was 30 days but not 100% so I called ATT the next day and guess what? They confirmed it was 30 days. The 14 days is the amount of time you have to return the new phone if you didn't like it or just don't want it. ATT made notes in the system so when I went back to the store they would take my phone without issues. They also said if they didn't want to take it to have them call the loyalty department. Guess what?! Wonderful Eddie did not want to take my phone again. On top of everything when I told him to call the loyalty department he replied: " I don't have to call anyone". As far as I know it is 14 days to turn your phone in. This is the kind of customer service you will get from Eddie. Even after loking at the notes under my account he still didn't want to take it. This is the worst upgrade experience I've ever had. I will never go to this store again. Go to a corporate store and save yourself the headache. No wonder this store has terrible reviews both on yelp and ATT website. This store is doing a terrible job at representing the ATT name.

Fine... until... I came and got a phone the other day. I bought a wireless charger, screen protector as well as a case for the new phone. The manager of the store threw away BOTH the screen protector case as well as the phone case box and gave me the box to the phone and the wireless charger box that was still packed up. My screen protector four days later has already chipped where I swipe so I came in to have it replaced as it should be under warranty. The guy working called the manager to check about the screen protector and the manager who’s name is Edgar LIED to his fellow employee and said he didn’t recall throwing away any boxes of mine. Why would I turn up and say that if that didn’t happen? If I just spent $1200 on a new phone and amenities wouldn’t it be good customer service to make the customer happy? Yeah. If this is how the manager operates, I feel sorry for anyone coming back to this store where the people leading lie about things. I will be calling the district corporate office as well to discuss this matter further but maybe it would be good for them to take lessons in customer service as well as moral compasses. If I could rate lower I would. Super furious.

Good place to get new service

The manager of the store took the time to thoroughly review my issue and resolved it in a timely and professional manner! Very patient, polite and caring. He extended an invitation to call him if there was anything else he could help me with. After 6 weeks, I called back and he not only remember me but rectified the last pending issue regarding my account. My faith in AT&T has been restored thanks to this individual!! Thank you SG.