03-20-2016 5:00 PM
I placed an order for a brand new Samsung Galaxy S6 Active cellphone along with a Samsung Gear S2 smart watch. I accidentally gave my address instead of my cousins address where it was supposed to be shipped. Now, AT&T wouldn't allow me to change my shipping address. Why are the company policies so stringent that it can't even allow a change in shipping address, that too when the order has even shipped? Instead they are asking me to not open the door when the delivery guy arrives and later work with the shipping company to ship it from their storage house to the new address. How unprofessional is it for a cellular giant like AT&T to ask a customer to do that?
The solution is completely illogical and workflow is so poorly managed.
Solved by: Go to Solution.
03-20-2016 6:42 PM
Due to previous fraudulent orders shipped to the thieves address, ATT will ONLY ship the device to the address of record. It is for your protection.
03-21-2016 4:05 PM
Well the protection isn't helping me. There can be a better way to handle this. Like a 2 step verifcation or something. Seriously disappointed.
03-21-2016 4:26 PM
Not possible. An order will ship to the billing address on file and that's it. If your information has been compromised and someone was able to order 4 phones and ship somehwere else...then you'd be pleased that this system is in place. Because they can't have them shipped somewhere else.
It's the only option and will remain as such. Protections are in place to prevent account hijacks from resulting in equipment being ordered.
03-21-2016 4:46 PM
May be the system is doing its job right. But, it certainly at the cost of the convenience of the customer. Anyways, if the company is deaf to customer requests, I really have nothing to add here. There can be so many solutions to this problem. It's just that the company needs to accept one of them to ensure protection for the customers while also making sure that they are flexible to customer requests. In spite of being a genuine customer, it's always been hard dealing with the level of hurdles that AT&T creates under the pretext of "company policy". There are tons of companies and even banks out there that have well designed systems to provide security while also providing great deal of convenience for their customers. Just saying.
- edited 03-21-2016 5:20 PM
Try calling your bank and having a replacement debit card sent to a 3rd party address that they have no record of. Doubt you can do it. And if you can, I'd be changing banks.
03-21-2016 5:40 PM
Its easy to complain about inconvenience when you haven't had to worry about fraud like these folks....
Most of these are older posts, they predate ATT's new security measures.
03-21-2016 6:40 PM
I was getting email for some one else customer service could not help.
06-14-2016 12:52 PM
Not shipped except to billing or shipping address on record. Not true as I just posted a story about how does AT&T ship 5 phones to an address over 200 miles away. Especially with all the phones i have purchased over the past 20 + years (cingular day) and shipped to my home I have lived in for 30 years.
So to say they wont ship anywhere else is simply not true. Someone can hack into your account and buy phones and have them shipped elswhere and AT&T does not question it. A text stating they were questioning this order please call, would of be nice
09-21-2018 6:10 AM
My phone was shipped to the wrong address and they won’t allow me to change it. So I’m currently sitting outside a house where my phone was actually shipped to. Creepy but nothing else I can do.