Sprint Store

The Worst Customer Service I Have Ever Recieved
Day 1 11/​12/​2014
My Husband and I visited Sprint Store #244 (the closest Sprint Store to our house) on 11/​12/​2014 on his work Break. Our intended purpose was to return an iPhone 6 Plus 16gb and an iPhone 6 16gb to the store, pay a $ 35 restock fee for each phone and replace them with a 64gb of each model. Ginelle helped us and told us they only had the iPhone 6 Plus in 64gb. We said we wanted that one and proceed to let her know we wanted to return the iPhone 6 Plus 16gb for the iPhone 6 Plus 64gb. Ginelle tried to give us the run around about returning the phone which prolonged our visit. Run around #1: You have to pay a $ 35.00 restocking fee (which we already knew about before we went into the store). I felt insulted because it seemed like she was saying that the $ 35.00 restocking fee is suppose to stop us from returning this phone. I mean seriously $ 35.00 is nothing to give Sprint to restock a phone that i don’t want. Run around #2: You have to pay your bill before you can do the return. Was this Chick SERIOUS!!! I mean she basically was trying to hinder us from doing the return, and made it seem like money was an issue when it clearly wasn’t. I don’t appreiciate dealing with an employee who was trying to BS me. We were finally able to return the phone and replace it with the 64gb much to her dismay.
When we reached home my husband and I decided we would call Sprint store #244 the next day to see if they got a new shipment of iPhones.
Day 2 11/​13/​2014
We called Sprint Store #244 and a couple of others and nobody had the iPhone 6 in 64gb. We decided to call Sprint and they informed us that we have to return the phone at the store because they CANNOT receive iPhones because it has to go back to the Apple warehouse.
So with that instruction we returned to Sprint Store #244 because it is the closest to our house.
At the Sprint Store #244, we were being helped by an employee named Kyle. For this visit we were pleased with the customer service we received from Kyle. We began by explaining what it is we were trying to do, which was to return the iPhone 6 16gb and pay the $ 35.00 restocking fee. Then we would order the new iPhone 6 64gb from Sprint over the phone. We informed Kyle that Ginelle dealt with us yesterday and she should know more about the returning process. Another employee who appeared to be the assistant manager began assisting Kyle with the return as well. Then an error came up that would not allow them to proceed any further so they had to talk to the Manager Hans. Hans came over, spoke to the employees, told them what to do, asked my husband one question and returned to the back to help other employees. When Hans returned to the back of the store, my husband saw and overheard Ginelle telling Hans we came in yesterday and returned an iPhone 6 Plus. My husband addressed them because he felt it was disrespectful how Ginelle was sneakily telling Hans we came yesterday and returned a phone. We felt like we were being criticized and accused of doing something dishonest. We were not doing anything wrong, we were abiding by the policy we only had the iPhone 6 for 6 days out of the 14 days to return. After that we were informed that the error could only be overridden by the manager and the manager would not do an override.
They told us to call Sprint and see if we can return it back through the mail. We informed the Sprint Rep over the phone that we were having difficulty at Sprint Store #244 with a simple return and the Rep told us that the manager has to override the error so the return can be done. The assistant manager spoke to the rep and told her that her manager WILL NOT override the error. At this point, my husband and I were getting very frustrated with Sprint and especially this store in particular. The Rep instructed us to find another store, we thanked Kyle for trying to help us. This whole time the Manager Hans only spoke to my husband once and that was it. I found that to be unsatisfactory that a manager would allow this situation to escalate to this point, which led customers that have been with Sprint for Four years to leave feeling Judged, Frustrated, Dismissed, Discriminated against and Disrespected.
Sprint Store #301
12 206 Pines Blvd Pembroke Pines Fl, 33 026
(954) 704 3800
(Same Day 11/​13/​2014)
Sprint Store #301 is where we ended up at and Thank God for some Real Customer Service… The Manager Alexander helped us and it was so Simple, we did not have any problem returning the phone. NO BS, NO ERROR, No OVERRIDE. We also informed him about the HORRIBLE Customer Service we recieved at Sprint Store #244 and he said he would call the Manager Hans and speak to him about it.