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New Member

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7 Messages

Friday, December 17th, 2021 7:11 PM

Closed

Bought some accessories from AT&T site and some items didn't show up

As subject says, I recently ordered some accessories from AT&T site and some items didn't show up.   What I ordered was a Logitech USB headset and a pair of wired earbuds.  The package came via UPS and inside the box, was only the wired earbuds.    The packing slip both the Logitech headset and wired earbuds.  The box it shipped in was too small to fit the Logitech USB headset.   Whoever packed\shipped the item obviously wasn't paying attention but what do i do now?  I tried calling and after much listen to recordings and talking to unhelpful people, i'm stuck with an order where it AT&T will end up charging me for items i did not get.   

Constructive

Former Employee

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31.4K Messages

1 year ago

its possible the other was backordered 

New Member

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7 Messages

1 year ago

I would expect that, if it was backordered, it would be noted in the packing slip.  The packing slip has both items on the slip but the delivery box size and contents reflect differently.  

New Member

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7 Messages

1 year ago

Just got an email from AT&T that said my packaged arrived for my order number and the email shows both items.  The subject line ended in "Yay!".    Something along the chain of ordering and receiving the items broke down.  "Yay!".  Just what i needed.  Thanks AT&T.   

New Member

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7 Messages

1 year ago

I've called the AT&T 1-800 331-0500 number, chatted with them online, went to 2 AT&T stores (one corporate store and one non-corporate store) and none of them could help.   The non-corporate store was actually more understanding of the situation than the corporate store.  What a BIG FAIL AT&T.

I must have spent over 8 hours trying to deal with this.  Note: the shipping box was small and could not hold the USB headset.  This was confirmed by the employees I talked to at both AT&T stores. 

I finally got a call back from their "escalation" department who noted they cannot help me because I don't have an account with AT&T (I have my wireless service with Verizon).    So, now, I have what amounts to AT&T stealing my money by not actually sending a product and not giving back my money for something they didn't send me but thought they did.  

(edited)

ATTHelp

Community Support

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215.3K Messages

1 year ago

Let's help get you pointed in the right direction for your missing item @bw03.

 

We apologize for any inconvenience this may have caused you. You would have to speak to the number you provided (1-800-331-0500) for a resolution. 

 

We hope you are able to get this resolved. Thank you for contacting AT&T Community Forums.

 

Samantha, AT&T Community Specialist 

New Member

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7 Messages

1 year ago

I've talked to at least 5 people on that 1-800-331-0500 number.  I have names, dates, and time i spoke to them.  None of them could help.  What makes you think the 6th person i talk to can help when the "escalation" department noted that they couldn't help because i don't have an ATT account?  If someone can actually help, let me know.   This thread serves as a warning for what ATT support can be (mostly non helpful and horrible).  If they want to get more customers, this isn't the way to do it.

New Member

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7 Messages

1 year ago

Update:  I filed a BBB complaint.  BBB sent the complaint to AT&T and someone from the "corporate" offices called and noted that she could help.   After much discussion on the situation, she noted I should get a call back within 48 hours about a resolution.    I'm not holding my breath for this to end soon but one can hope.   To be continued.   

New Member

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7 Messages

1 year ago

5 days later, i finally get a call from the "corporate" office and they said the shipping\online order dept of ATT should have called me.  Well, they didn't.  I was then told that there were 2 shipping\tracking numbers and that was given to me.  

Yes, i do have those 2 tracking numbers but that was because I had spearate orders with 2 separate tracking numbers.  1 order i did receive the items i ordered and 1 i didn't which brings her back to, the shipping\online order department will be contacting you.   

If the shipping\online dept couldn't figure out which order i was saying i didn't get the item from (they have the order number), i have no faith that anyone can help at this point.  I don't know who is working there but they need to go back to training.

Another BIG FAIL.   Thanks AT&T.

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