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New Member

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6 Messages

Tue, Aug 16, 2022 3:58 PM

AT&T Restocking Fee because we changed payment plan

We had a bad experience yesterday at an AT&T store.  We were working with “J” in Virginia Beach, who said he was the Assistant Manager. I was upgrading my phone yesterday and saw the sign I could get $700 credit for my old phone.  We went through the purchase process and J asked if we wanted to pay in full or do the payment plan.  We said we wanted to pay in full.  My husband stuck his card in the machine and J said, “that’s $1,200”, we were like no, wait, it’s supposed to be $400.  Too late, we were charged.  J said, oh, to get the $700 off, you have to get the payment plan.  He never mentioned that before.  J said he will have to do a refund to change the payment plan.  It would be easy and just take a minute. We agreed.  Then, we couldn’t figure out why we didn’t get a full refund.  First, J said we weren’t refunded tax because that’s AT&T’s policy.  I knew that wasn’t right.  Then, J said there’s a restocking fee of $55 that can’t be waived.  Another one of AT&T’s policies.  We never even took the phone out of the box.  We had been in the store 2.5 hours at this point and he broke the sim tray in my phone, so we just paid and left.   We have been AT&T customers since the bag phone and have a business account with several phones.  Is this normal?  I would like to get my money back!

ACE - Sage

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100.2K Messages

1 دقيقة مضت

Always read the deals. They are published online. 

Most of this would have been covered if you had read all the fine print, including the restock fee. 

You'll have to file a Better Business Bureau complaint online.   It's forward to AT&T upper management who will call you.   explain all this to them.

(edited)

New Member

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6 Messages

1 دقيقة مضت

Online it says we have 14 days to return without a restocking fee.  I am hoping AT&T management will reach out on this forum.

New Member

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6 Messages

1 دقيقة مضت

Your comment that things would have been better if we had read the policies, is completely wrong and unhelpful.  We were arguing with salespeople who didn’t know the policies themselves and were making it up as they went along.  How do you argue with people who think sales tax isn’t refundable…and say that’s an AT&T policy?  So, reading the fine print didn’t make any difference in this case.  Also, I didn’t have the  policies committed to memory because I wasn’t planning to buy a new phone.  I only decided to do that at the last minute  when he broke my phone in the store.  He literally changed my SIM card 8 times over 2 1/2 hours and never got it working again.

sandblaster

ACE - Expert

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59.8K Messages

1 دقيقة مضت

Online it says we have 14 days to return without a restocking fee.

Where are you seeing that? I think you are misreading. You have 14 days to return, period. After 14 days, you can’t return. The restocking fee applies to any return and the only way they could issue you a refund for the phone was to process it as a return, hence the restocking fee. What phone was it? There should not be a restocking fee on an unopened iPhone.

New Member

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6 Messages

1 دقيقة مضت

We shouldn’t have had to return the phone.  We didn’t return the phone.  It wasn’t opened.  The box was sitting on the table in front of us.  It NEVER occurred to us to ask if there was a restocking fee to change the payment plan.   J knew we were getting the new phone because he broke my phone and the sign by the new phones offering the $700 rebate.  J didn’t explain that we only got the $700 rebate if we did the payment plan.  We said yes to paying in full and didn’t realize we were forfeiting our rebate until he charged us $1,200.  Then, we asked and found out.  He said, Oh, you want the $700 rebate?  Really??  We didn’t ask to return the phone at all.  Who would have thought this would be a return?  When you go to a store, the salesperson should communicate.  If he had just said we couldn’t get the rebate if we paid in full, none of this would have happened.  We would have gone with the payment plan from the start.

New Member

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6 Messages

1 دقيقة مضت

It’s an iPhone 13.

Constructive

Employee

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29.4K Messages

1 دقيقة مضت

likely an authorized retailer that knew nothing 

ACE - Sage

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100.2K Messages

1 دقيقة مضت

Well clearly you are right because there is no restock fee on merchandise that has not been even taken out of the box.

I smell an authorized retailer 🦨

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