AT&T Store Hoschton Flowery Branch

Excellent customer service,very professional and pleasant ,helpful... Will come back anytime

I still am dumbfounded by my experience at this store. I went in because I was having a tech issue with my iphone 8 plus. I ended up buying 3 new iphones for my 3 current iphones and was told I was getting various promotions. I left feeling good, reviewed my bill summary the next day to see I did not get the promotions I was supposed to get. so I called the following morning to let them know that I was not keeping the phones without the promotions. The employees pulled my old phones and verified that she had the phones there so we could work on this that day. Went back (the next day)within the 14 days to return the phones.Once I go to the store I was told my phones were not there even though I had asked them to hold them just that morning. I tried to work this out so that I had the promotions but the employees told me that my promotions would show up in 2-3 months and that they could not show me that I got the promotions. I explained that I needed to see a summary with the promotions on my bill. They could not show me that I had actually gotten all the promotions, the paperwork I had on one phone showed that I clearly did not get the promotion. I was told I had gotten while in the store. So I asked to return the 3 new phones. The employee said she would see if they could get my phones back and call me in the morning. I called the following day and was told my phones were at the store, that I could come and return the 3 phones and get my phones back. I went in to return the phones, I was charged $55 restocking fee for 3 i phones, 2 phones were returned, but I was denied the return of my primary phone! I asked to see the manager, he would not come out of back office. (I was there for 2 1/2 hours and he would not come out) They refused to return the phone I upgraded with but did give me 2 of the old phones back. I can't understand how I returned 3 new phones and they can hold one of my phones at the store. Yes, they gave me two of my original phones back, I returned 3 new iphones and they kept my primary phone that I had upgraded with , I still owed money on it and they refused to give it back! I walked out without my phone or my phone number that I have had for years. I have been an Bellsouth/ATT customer for 29 years. I have no paperwork with my signature on it saying what I bought or traded. If you go there, be very careful. Make sure you see your promotions, signed contracts, trade in promotions ect. BEFORE you leave. So I am without a new phone, or my old phone after I went in with good faith. But it appears that I am still paying for the phone that I had gotten as a BOGO with the phone they won't return to me.

Both employees were so helpful and friendly. No wait time at all.

When we entered the store, a gentleman quickly introduced himself and asked how he could help. He answered our questions, thanked us for visiting that day, and said to come back if we had any other needs.