Bad for Small Businesses - DON'T DO BUSINESS HERE EVER AGAIN
I went to the AT&T store near me yesterday to set up a business account. My priority was to get the Netgear Nighthawk 5g pro for my food truck and the wireless plan that came with it plus brought my own phone number to set up the new business phone plan. The guy at the store set me up with everything and then started to order the wifi hotspot device. I made sure with him and his co-worker that I wanted a specific device the "Netgear Nighthawk 5g pro." If they don't have it, I'm happy to bring buy one from Amazon and bring my own device. He nodded, said he could order from AT&T and had it shipped to the store. He told me I only have to pay just for the tax today for $31.31 plus the sim card for the new phone plan $5.31. Told me everything was all set and I could leave. No physical receipt, no account number provided, no nothing.
I came home and the order confirmation was sent to my business email. The order of "Moxee Mobile Hotspot - 256MB - Black" was placed and confirmed. What the (Edited per community guidelines) was that? I called the store back. The different person (not the guy I talked to at the store) picked up the call and I told him why did I get Moxee while I kept reminding him I wanted Netgear Nighthawk 5g pro? He checked the order and said we needed you to come back and we could cancel the order for you. So I basically wasted the whole hour talking to the guy for something I didn't want. And, now he wanted me to go back and waste another hour just for them to cancel the order? Heck no. I told him I would call customer service to cancel this order on my own.
So last night, I called AT&T customer service, the first call was an hour after the incident at the store. They couldn't find anything related to the business account because the account was tentative. I couldn't cancel the order and the guy asked me to call back later tonight. On the second call, I was directed to AT&T Business customer service. I told the woman about the order and how disappointing it was how the AT&T store handled business. She told me she would make sure I've received the wifi hotspot device I wanted, the Netgear Nighthawk 5g pro and she would prioritize it to have it shipped the next day. However, she needed to discuss it with her supervisor and put me on hold for half-hour. Next, she told me she needed to verify my business account with AT&T business analyst or some position I don't remember. She needed to wait for him to be available for the next 20 mins so I had to wait in the line. She asked for the address where the device would be shipped to so I said, it can be shipped to my house or the store so I gave her my address and the store's address. She said there's a problem with the addresses I gave. She then said the analyst was actually here in the line, we needed to verify your information before the next step. I got to speak with the analyst who verify my name, my business name, and business address. He told me to wait for another 10 minutes while he was working on something to show up on his computer. Later, he said my business was NOT in good standing with the Department of State. And, that got me super frustrated. I told him to check again and he insisted he couldn't approve our account and the phone plan had to be canceled. I said ok if that's the case then cancel everything including the order that I didn't want. Then he said it was not his position to cancel the pending order like it's not his job to do, so I have to be sent back to the department that does this job. Meanwhile, the customer service woman was still on the line and she said what if she could help transfer this business account to an individual account so we can keep everything intact? The analyst said she might be able to do so but he would keep this business plan open for the next hour. At this point, I no longer wanted to do anything with AT&T. I told the woman just cancel everything don't bother to set up the individual account because "WHY AM I GOING TO SET UP AN INDIVIDUAL ACCOUNT FOR THE BUSINESS I HAVE?" Do you ever think of business expenses and deductions when you do your tax? and how you keep the business separate from your own expense? This is one of the worst solutions that came up. Worst of the worst, I asked her again to cancel this order but she said the department that works on order processing was already closed and I had to call back again the next day. So I spent a total of 3 hours with AT&T yesterday conducting conversations and calls for nothing I wanted. The next hour, I got an email stating the phone plan had been disconnected from the business account. That's good because I don't want to do business with you anyway. Another thing that is left for me to do today is to write this review and to make another call to cancel the MOXEE-WHO-NEEDS-IT order then this will be my last thing to do with AT&T. My suggestion to the business analyst who I was on the call last night, you better go check our business again at the Department of State website and do your homework right before you cancel the account of other small businesses that want to do business with you before your company loses more customers.