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frysinbox's profile

New Member

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2 Messages

Wednesday, November 9th, 2022 4:30 PM

Issue returning new phone (purchased online as an upgrade)

I've been having such a difficult time returning a new, unopened phone. I purchased the phone as a gift att.com, but needed to return it for a different color. I contacted AT&T customer service and the agent had me on the line for a good 25 minutes with no resolution. They said the only way they could do the return was to activate the new device. I declined as the phone number this device was going to assigned to was in use. I disconnect the call only to realize that they activated it anyway.

I called back and they had to reactivate the current device (which took a good hour). That was resolved, but I still couldn't do the return over the phone. They asked that I go into an AT&T store to do so. The next day I go to the closest store, but they could not do the return as they are an authorized retailer. I leave and call customer service again. This time, the agent performs the upgrade reversal over the phone and recommends that I head over to an AT&T corporate store where they can receive the device and complete the return and also fulfill my request for the new color.

I go to the corporate store in my area and explain what's happened and what the desired outcome is. The manager's response was that they do not accept returns in the store and I was the third customer attempting to do so that day (yesterday). I told him customer service tells me to come into the store and it also states on the website that returns for online orders can be done in-store. I proceed to call customer service while in the store with the manager right next to me. The agent goes over the return options (including returning in-store) and the manager says we need to go the return label route and reiterated that they cannot do the returns in the store as "that's not the way it works."

The agent then transfers me to the loyalty department since he couldn't figure out how to do the return label. The loyalty department is able to process and provide a return label to complete the return.

TLDR

Why does the website and every customer service agent I spoke with state that I can complete the return process at any corporate store, but the corporate store says that is not the process for online orders and refuses to process the return (even after the manager hears the options directly from the customer service agent)?

Constructive

Employee

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30.4K Messages

3 months ago

you have to open the phone and there is a return label for the 14 day buyers remorse period if over 14 days you own the phone and att wont take it back

ACE - Sage

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104.2K Messages

3 months ago

To clarify constructive comment, you do not open the phone box. You open the shipping box. The brown box that your phone box came in has a return shipping label in it.  Or should.

I don't know why the corporate store was being difficult. AT&T's own instructions for returning devices is that they can be returned by mail or in a corporate store.

It is true that authorized retailers cannot take your return.

New Member

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2 Messages

3 months ago

Thanks to you both. The device was delivered next day by hand, no shipping box. Not sure why they were being difficult either. Perhaps accepting returns that were not purchased at their location impacts their numbers—just speculating.

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