Rogue Valley Mall AT&T Store March 16, 2012 Time Approximately 10:10 A.M
I walked into the At&t store located on the second level of the Rogue Valley Mall to purchase the new iPad that came out. I walked in the store with a smile on my face and asked, “Do you have the new iPad in?” The customer service person Lisa {Personal content removed} replied, “Yes we do only one, the 32 GB in black. If you want the the 16 GB or regular iPad you will need to go to the store.”
I replied, “Do they come in 16gb with 3g?”
“No only 32gb in At&t.”
I replied, “Okay, how much is it? Do I need to activate it right now? Or can I just use it with my wifi at home?”
Lisa replied, “You can use it with your wifi at home. It’s $729 and they are sold out ever where else.”
“Okay, just let me go outside and think about it for a bit.”
I called my mom to tell her that they did have one at the store. I told her that I’m going to purchase it. My mom said to ask if they would charge a restocking fee just in case I didn’t plan on keeping it or I didn’t like it. I walked back in the store and asked, “Would I need to pay anything if I need to bring the iPad back?”
Lisa {Personal content removed} replied, “There is a $35 restocking fee. Why would you bring it back? I rather not sell it to someone who is going to bring it back. You should go to a different store and buy your ipad. At this point I’m refusing to sell you the ipad.”
I replied, “I just want to know in case I buy it for my parents and they don’t like it. I don’t think that you can refuse to sell me the ipad. (I had my wallet in my hand already ready to purchase the iPad.)
Lisa Gottried, “Well, in the state of Oregon I can refuse business to anyone.”
I replied, “I need proof of what you’re saying. I don’t believe it. I need written proof.”
Lisa, “Well, I’m not going to give you any written proof. I don’t have to. You can call customer service and talk to them. I’m not giving you any proof.”
She walked into the back to go get a business card. Came back with a card then proceeded to highlight the (888) customer service number. She handed me the card and asked for me to leave the business again.
As I walked out the door I could hear her tell the other two customer service reps.“Yeah, that’s the kind that’s just going to buy it and go sell it.”
I left the store heartbroken, and tears had started to fill in my eyes. I didn’t want them to see me cry. So I walked out from the mall to my car. Sat in my car and just started to cry. I called my mom and told them what they did. And she told me it was right that I should look into [Per Guidelines: Keep it Relevant and Appropriate]. and telling them what they did.
I thought about it and sat in my car for a while. I called my sister next and told them what they did. She also told me what they did wasn’t right and that they were harassing me. That I should try to pull myself together and don’t stress over the situation. That she would want to see me get sick (I suffer from*****) stress over the situation. I told her that I felt like I was losing my mind over what just happened. That I know I didn’t do anything wrong but this woman was making me feel like I did. I felt embarrassed and it’s not like I didn’t have the money. My sister told me to call the customer service number because Lisa {Personal content removed} wasn’t planning on me calling the number. My sister said, “No one ever really ever calls customer service and complains.”
So at 10:52 A.M.I called the (888)222-4282 that is listed on the card that Lisa {Personal content removed} gave me. The toll free number you have dialed is not available from your calling area. If you feel you have reached this number as an error please check the number and call again. This was the number listed on the card Lisa had handed me and highlighted. There was a local number listed on the card, {Personal content removed}. I called that number and spoke to their customer service manager. I told them what had happen. And that the whole situation had me feeling like I might lose my mind over the whole situation. That Lisa had embarrassed me and what she did was not right. Stacy, the customer service manager said, “That if they have only one iPad in stock that they can refuse to sell it to you.” And I told her I don’t think that is right because I was the only person there and I had the cash to buy it. She asked for my name and said she would call me back. It’s after 2pm and still no call back.
I called my sister back and she said I should go back in the store and get written proof that they could refuse me service. And if she can’t then she knows that she’s in the wrong because the customer is always right. I told her I wasn’t feeling good that even my heart hurts but that I’d try to stop crying and pull myself together and get the written proof.
At 11:15 I walked back into the store and Lisa was on the phone. A customer service rep asked if he could help me and I said, “No, I want to talk to her.” He asked again, and I replied, “No, I want to talk to her.” I stood at the counter and I was reading the small sign they have at the counter and it says, “… Returns… exceptions: iPads have a 14 day return period.” No where does it say “We have the right to refuse service to anyone.”
So when she got off the phone I said, “I called that (888) number that you gave me and it was a wrong number. And I want a copy of that printed up policy there.”
She said, “That number is right. I just called it. Look on my phone. And I don’t have to give you any proof. Go ahead and call Better Business Bureau. I don’t care. This is my business and I have the right to refuse you service.”
I said, “I’m telling you that (888) number is wrong. And I still want proof of what you’re saying.”
She said this is my business. And I know you’re recording this on your phone and that’s illegal. I’m asking you to leave my store right now. If you don’t leave my store I will call security on you.”
I said, “Ok, then give me the real (888) number since that one on the business card is wrong.”
She said, “No, give me my business card back. And then I’ll write it for you.”
I didn’t give her business card back. She walked over to the counter and wrote down the (503) number and said, “I don’t care I don’t have to give you the (888) number. And I’m not going to write down my name for you. It’s already on the card. Leave my business or I will call security on you.”
I said, “It says, AT&T when it says your name of the business then it’s your business. I don’t see your name.” I walked out went back to my car and cried again.
I called back the customer service manager Stacy at 3:09 p.m to tell her I was still waiting on her to call me back. She said she wasn’t able to get a hold of the district manager because Lisa is the store manager. Stacy said, she had emailed the district manager about the situation. She also said that she had spoke to Lisa and that Lisa {Personal content removed} said she refused it to me because I had said, “ Can I return the iPad if I find it cheaper.” I told Stacy that, “That’s a total lie because I never said that. That’s a total lie, that never came out of my mouth.”
Stacy said, “I understand where you’re coming from. What do you want me to do at this point? Do you want Lisa to be reprimanded which she probably will. What can we do for you at this point? Do you just want us to be aware of the situation that took place?”
I said, “I’m not saying anything at this point. But I will be calling you back on Wednesday to let you know what I think. But I’m not saying anything at this point.”
I had to send out a certified letter to AT&T. And below is the response that At&t gave me and offered for my humiliation.
After this whole embarrassment and humiliation I had to go through in public all AT&T offered was a month free service if I do decide to buy the iPad with 3G. So at most AT&T is saying that my humilation and embarrassment is only worth if at most $50.
