1 Message
Horrible Customer Service
I’ve been a loyal customer for over a decade and Ive never had a complaint. I’ve never been handled so poorly by so many representatives and Im in management's myself! How can I escalate a complaint on my customer service experience
I went into an AT&T store two days ago and ordered a watch. THE REP PUT THE INCORRECT MAILING ADDRESS!!!! I called the store location and (611) to get my mailing addressed updated and I was told that I can go to the wrong address and wait for it or I can wait for the watch to be returned to AT&T (up to 7 business days) and I can have another watch resent to me (an additional 2-3 business days). I reached out to UPS and they advised the “sender” has to update the address and are holding the watch until updated. I called back to AT&T and the again advised I can either go wait at the wrong address for it or wait for UPS to send the watch back if they can’t get an updated address. I asked if we can call UPS together to verify and was told that’s not an options.
I asked for management information from both the store (Abby T. from the Homestead PA store (412.658.5211) and Dominique from the 611 mobility team in the Southwest location)
Abby T said her manager is Austin T and Dominique said her manager is Matthew.
how can I get in contact with anyone in management?
Juniper
ACE - Expert
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32.5K Messages
5 months ago
Address has to be updated on the order before the package goes out. Shipping procedures are very strict and to my understanding cannot be modified once within possession of the shipper. Customer support does not have oversight over the stores. They don't call UPS regardless with you are not. They are inbound support only. They are just to assist you with your account as best they can.
Unfortunately it sounds like what you want to happen isn't an available option they have. But if you really want to get response from upper management, then your option is to file a BBB complaint. That usually results in contact back from their Office of the President within a few business days.
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formerlyknownas
ACE - Sage
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118.4K Messages
5 months ago
There's a missing part ... You wrote you called the store and 611 to have your mailing address updated. Does that mean the mailing address in your online account was not correct? Sometime in the last 10 years you moved and did not change the information in your AT&T account to match your new address?
And one accessing your account and ordering a new device AT&T used that old address to mail your new watch?
Unless AT&T pulled a completely random and incorrect address out of their hat, they did exactly what they're supposed to do and it is you who are in error.
AT&T is following its correct procedure which is it not to reroute packages. The watch must be returned to AT&T and then you can reorder and have the watch sent to your correct address
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