AT&T Store Charlotte Sharon Road

There was only sales agent with no manager in the location. I came in store to trade in and buy iphone 12 min. This agent, Mr. Josh lied to me saying mini does not have 5g and pro max is bet. When I researched about this on my other phone, He had already opened the new pro max and started the transfer. Now I was told that I can cannot back out for 14 days. Once the transaction was complete, he told me to go home and complete the trade in as he is not going to do anytime soon in next 6 days. When I did not agree, he asked me to go to other store. I went to the fairview store and they did not do my trade in. I called him back and he said that "we always do this and you should probably do it yourself." When I came back home and checked my account, I have 40$ for advantage protection and 5% upgrade plus plans that we did not even discuss. We did not have one word about this and I had this in my account which cannot be backed out. I wanted to pay the whole amount and he told me it is not possible and I was not told about this 36 months plan. I explicitly asked that I do not want contract. And he obliged that this is not a contract and I can pay after 14 days. Now I have unnecessary fees on my account and I do not have my trade in value confirmed with the phone I want. I felt robbed point black. Worst experience ever. I guess I have to check reviews before going to ATT store as they don't do a good job in finding decent salesman. I want to talk to manager and I was told he is not there and I am better off calling customer support. I dont know if someone can help or I have to spend time going to this place again which caused me so much trauma. Please help.

Went in 2/01/2020 and was sold a new iPhone 11Pro for $300 off as a “promotion” for trading in my 6S. Was told it would take a few months for the promo to be reflected on my bill but that id get $10 off each month for a 30 month contract. It’s been 11 months and that still hasn’t happened. I called in May and June (customer service said I needed to go into the store that sold me the deal); so I went in the store in July, Sept (at that point the mgr at the time Chris at least was able to credit me $50); went in again in Oct, new mgr Tatiyanna said she contacted her bosses and it would take a few wks but would go through; called twice in Nov never got a call back; went back on Dec 11 at which point mgr Tatiyanna said I’d be getting the remaining $250 credited to my account within a week. Today is 1/08/2021 and I went in the store to follow up with that Mgr as that credit never happened. She no longer works there and the 2 guys who do (Terrance and someone else) DIDNT EVEN GET OUT OF THEIR CHAIRS to help. Just said “she doesn’t work here anymore and we don’t have a manager so there’s nothing we can do.” They suggested I call customer service. This has been the biggest con of all.

Best customer service ever! Chris Callender and all who work with him always take time to make sure I get the best AT&T has to offer and always have so much fun! So personable and it is obvious the team loves helping customers and AT&T.

I have never experienced such poor customer service at a store before. Yes we went in about 20 minutes before the store closed but we were obviously interrupting their conversation and was met with total arrogance. We will certainly never visit this location again. I'd rather wait in line for someone at Apple than deal with the representatives at this location who obviously have better things to do than be respectful and do what they were hired to do.

Team and manager were extremely helpful and pleasant. Helped answer all my questions and issues.