Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the AT&T store located at ***************************************************** on May 29th around 3 PM. My experience was unacceptable and needs to be formally addressed.The first representative who assisted me, named *****, gave me incomplete and misleading information about the wireless plan and trade-in promotion. He did not mention that I needed to port my number in for the promotion to be valid, which caused confusion and nearly voided the offer I was expecting.I was also shown two phones, both of which had visible damageone had missing paint, and the other had noticeable scratches. When I pointed this out, a second ******** named **** became defensive and denied there was anything wrong with the devices. When I asked for his name, he refused and said, Why do you need my name? When I responded that I would figure it out, he replied sarcastically with, Good luck with that.This kind of behavior is unprofessional, dismissive, and deeply concerning, especially since the store staff was attempting to sell me damaged merchandise while avoiding ***************** asking that this complaint be escalated to the store owner or **** leadership, and that appropriate action be taken. I would also like written confirmation that my complaint has been documented and reviewed.

  Business Response

  Date: 05/13/2025

  While I was not involved in this interaction and did not hear the beginning of this conversation, I know *****. ***** is one of the most thorough people I have ever met and there is no doubt that he provided complete and exhaustive information about our promotions. 
  
  
  The customer requested an iPhone and when he opened it he felt that it was unsatisfactory, with the customers request we performed an exchange and still the customer felt the second iPhones quality was somehow tarnished. Later when I was shipping these phones out, I examined the phones myself and found no damage to either phone. We returned the phones because of the customers request and not because we agree that there was anything wrong with them. However, after not being able to produce a phone that met the customers (unidentifiable) requirements he became agitated and loud, even scaring other store guests. The customer then left without further escalation before returning later to threaten employees and ask for their names. Now, when threatened, I can understand how an employee might be apprehensive about giving their personal information out. The customer then left again. 
  
  
  I understand that this guest may feel unsatisfied with the phones he opened, however I am not sure what accountability he is referring to since we dont manufacture these phones here and we returned the phones at the customers request. 
  
  
  I hope we have provided a learning experience for this customer to treat people better going forward, especially those just trying to help.