Went in to buy 2 phones for myself and my son. Alfonso was great, and worked very hard to try to get my broken iPhone to transfer data while we were in the store and to port my phone number. He did explain it COULD...
Read MoreWent in to buy 2 phones for myself and my son. Alfonso was great, and worked very hard to try to get my broken iPhone to transfer data while we were in the store and to port my phone number. He did explain it COULD take up to 72 hours because my phone number is an NNP number. (It's 2022, so I am struggling to understand how, but here we are)
It has been 4 days now (96 hours) and I STILL don't have my phone number. It was released after 68ish hours.
While I don't blame Alfonso for this, I was frustrated that he did not tell me that he would be off on Thursday (the day my number was released, which was yesterday). So was unable to finish this process.
I called the store and had the extreme displeasure of speaking to Felipe. Felipe identified himself as the "manager" and informed me Alfonso was off. He then stated that yet ANOTHER email would need to be sent to this NNP department and that "since it was Alfonso's sale" he would not/could not send an email on his behalf. I asked Felipe to help, explained that I have been unable to conduct business, check emails, log into any accounts, etc; due to these needing phone number verification and I am unable to access the number.
Felipe proceeds to tell me that this is "not his problem" and refuses to assist me - and while he may be right, this is not good customer service and certainly not the experience I was expecting. If Felipe wants to hang up the phone and tell the store what a "Karen" I am, that is his prerogative. I spent many years in retail management, so his frustration with my frustration is not lost on me...BUT, if the "manager" is not empowered or motivated to assist a customer and help his employee on his day off, then there's a larger issue at work that needs to be address.
Today is Friday, I phoned over to see if Alfonso was in. Felipe lets me know that Alfonso will be in later. I ask Felipe for his managers contact information, as I would like to relay my experience to them. Felipe lets me know that he is NOT going to provide that. He then proceeds to disconnect the call.
Felipe, I hope this becomes a teachable moment for you. I intend to find out who your manager is, who owns the franchised store you "manage" and contact corporate to lodge an official complaint. Unfortunately for Alfonso, I am going to return both phones, which may end up costing him the commission. And while I do feel a bit bad about that, to quote Felipe it's "not my problem"
Do better.
Curbside pickup 
Restaurants
Hotels
Services
Stores
Lawyers
Health
Things To Do
Churches
Transportation
Walmart