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dmmarsolais's profile



2 Messages

Saturday, December 6th, 2014 3:28 PM

Sales rep lied to us about return policy!

So I went to the AT&T store in Syracuse Ny, store number YS38 on the 11th of November. I needed two case for the Iphone 6 plus seeing they were the only place that had them. I grabbed the two pelican cases ($51 each) and went to the sales rep (Ralph D.). I explained to him that these case were gifts for my kids and would be mailed to them. I asked about the return policy and he stated that it was a 14 day return but seeing it is the holidays the return policy has been extended to 30 days. So I spend $116 with tax on the two cases and mail them out. When I tell the kids about the cases they tell me they have already ordered cases and would just send me back the ones I sent them. So I get the cases back and head back to the store on the 5th of december. I walk in to the AT&T store and tell them I need to return the cases because the kids already have them. The boxes are 100% complete. Cases never used. Sales reciept in hand. The sales rep which is a differant guy says "Sorry, we have a 14 day return policy and that I should sell them on ebay." I looked at him and said "I was told that the return policy was extend to 30 days due to the holidays." He says "Nope, 14 days is all you get on returns." At this point I am a little upset and leave.


This is totally rediculous! After looking online I am seeing this issue more and more. Customers being lied to by AT&T reps. Returns not being honored. Trade ins being reduced because of "confusion of AT&T's policy" after being told what they would get for trade in value. I was even reading on this website about some of these issues and a AT&T employee responded to one question, he screen name was "Late night Creeper". That right there speaks volumes of the professionalism of AT&T!

Former Community Manager


10.4K Messages

9 years ago


Hello @dmmarsolais Welcome to the forums!


I'm very sorry for the return issue you're having.


Do you know the address for the store you purchased accessories from (should be on the receipt)? We'll be happy to look into this issue and help with whatever we can, please send me the address and any other relevant information via a private message by clicking here.


Thank you,


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