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AgDrumma07's profile

2 Messages

Thursday, September 28th, 2023 4:00 PM

Asurion delivery (AT&T Right to You) - Horrendous Service

I ordered an iPhone 15 from an AT&T store over the weekend and was told that it could either be shipped to my house or hand delivered through AT&T Right to You, both for free.  Since the mail tends to lose items, I chose Right to You.  The phone was ordered on Sunday afternoon, and I chose the delivery window of 10AM-noon on Wednesday.  I woke up Wednesday morning to a text stating my delivery had rescheduled for 6PM-8PM that night.  Annoying but manageable. 

Just before 6PM, I get a call from the driver stating that someone had backed into their car and that they would have to reschedule because he needed to make an insurance claim.  I said that my delivery window was for another 2 hours, so did they still have time to make the delivery or would it be possible for another driver to make the delivery instead?  He said he would "work on that right now" but I never received a call back. 

This morning, I called Asurion to reschedule delivery for today, but they said, "we do not have any slots available today."  I don't understand how a missed delivery due to their problems is forcing me to wait another 2 days as the only option where I would be home was Friday from 6PM-8PM.  The original driver had also told me they could just drop the phone on my porch or in my mailbox, but Asurion corrected him stating that I had to be present.  I reached out to the store, and they said they couldn't do anything because it was a third-party delivery service.

The whole process is a mess and after reading the other Asurion reviews on here, I wish I had never chosen the home delivery option.  Hopefully my phone arrives as promised tomorrow evening!

Accepted Solution

Official Solution

Community Support

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229.8K Messages

5 months ago

Hello @AgDrumma07. This has got to be frustrating! I’m glad you reached out to us.

At this point, as the order has been shipped from our end, your best bet would be to reach out to the shipping company. Once the device ships out, the carrier takes full responsibility for the delivery.

 

Please reach back out if you need anything else.

We hope this helps, feel free to reach back out to us with additional questions. 

Thank you for reaching out to us. 


MatG, AT&T Community Specialist 

2 Messages

5 months ago

Thanks for the quick reply and I understand.  That's what the store said too.  It's unfortunate because I ordered the phone from AT&T but AT&T can't help get it delivered on-time.  If I order another phone from AT&T, I'll be shipping it to my house or the store.  AT&T Right to You is a terrible delivery service.

Community Support

 • 

229.8K Messages

5 months ago

Hello @AgDrumma07, we're here to help.

 

We would love to answer any question you may have. As mentioned previously, the product has been shipped from our end and you may contact the shipping company to track the order.

To answer your question, the product will be delivered to the billing address, if you haven’t given a different shipping address.

 

We hope this helps, thanks for reaching out to us.

 

Antony, AT&T Community Specialist

1 Message

15 days ago

I absolutely agree. I had no idea this was a thing. I thought my phone was just being shipped to me. However it was being "supposedly" delivered by a third party that calls themselves ATT but then ATT staff doesn't even call them ATT...and then said ATT company can't help you in the situation. Asurion lies and says "can't assess" the community when I don't even live in a gated community. Why not leave it at the office! Also states they tried to contact me when there is NO record of phone calls or texts except the one that states "here" when there is no evidence that the person is actually there when there are two people waiting on the porch. LIES... then the story just gets worse, I can't reschedule that evening, they say to call back the next day, oh guess what, there are no more phones, have to call back again the next day...WHAT... I am not happy. And does ATT care...of course not, I am just someone else that wants another phone to them... I already spent an hour in the store, 20+mins on chat with ATT, more time on the phone with Asurion, again on the phone the next day and that doesn't count the time my mother was on the phone trying to figure out what was going on and the hour I took off work waiting on the guy NOT to show up with my phone. And now still no phone and why will a phone show up in warehouse tomorrow..it won't! grrr

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