Sprint Deceitful and Shady Sales Tactics Northridge California

STAY AWAY FROM THIS STORE. SHADY SALES REPS!

 Let me start off by saying that I've been a loyal Sprint customer for 6+ years. 

 On Monday September 29th at 10am, I walked into the Northridge Sprint Store and asked if they have any iPhone 5S's in stock. A representative named Carlos told me they don't have any 16GB models available. 

I asked if they have the 32GB model available and he told me he'll go check and come back. When he returned, he told me they do have one 32 GB model available that was pre-ordered with a bundle of accessories by another customer and is currently being held for that customer. He continued to tell me that if I'm willing to buy the phone with the accessories (Mophie case and screen protector, additional $100), then he will sell it to me on the spot. I asked why I would be required to purchase those accessories as well and he said "that's how the customer ordered it, so that's how it comes."  

Shocked by his answer, I continued to question the logic of that scenario. With a different approach, I explained that I'm not really interested in those accessories and that I would like simply purchase the phone. With a poker face stare he told me again, "it comes with it, because that's how that customer ordered it. That's the only way you can buy it." 

I then proceeded to ask if I would be able to return the Mophie case if I was unsatisfied with it. Again, he looked me straight in the eye, and said "No." Great job Carlos, not only did you lie straight to my face, you just contradicted your own organizations return policy! In case you're lost… see http://www.sprint.com/landings/returns/ . To make it simpler for you…

"Refund the device, accessory, notebook, netbook or tablet (collectively refered to as "products") purchase price (as long as the product is complete and undamaged)"

At this point, I directly told him I would like to buy the phone, without the accessories. He said he won't sell it to me in that case so  I simply asked for the manager. 

The only manager on site was Matt Mason, the assistant store manager.

Matt was busy with another customer so I patiently waited about 20 minutes, just to explain the situation and hopefully reach some type of fair resolution. 

Unfortunately, Matt was not helpful at all and said that it was pre-ordered as a bundle and that is the only way to sell it to me because that is how the other customer pre-ordered it. He also told me that I can no longer purchase the phone because the customer had come to pick it up already. I explained that I am less concerned with me walking out with the phone at that point, but more with the fact that Carlos (the sales rep) was ready and willing to sell me the phone, ONLY if I purchase the accessories as well. He ignored my concern and said they were doing me a favor in the first place.

 I asked for his card, and walked out. 

Good job Sprint, you hire managers who have no clue what customer service is. Maybe...but just maybe...that's why this Sprint store has a whopping two star rating on Yelp. Just maybe though... 

My two cents to any corporate Sprint employee who might care to improve customer service and consequently the organizations reputation:

First of all, let's begin with the fact that even if I did agree to purchase the entire bundle, Carlos is doing something shady by offering to sell me someone else's preordered phone. We're not friends, you're not doing me any favors. 

 Second of all, this all just seems like a super shady sales tactic to sucker customers into purchasing over priced accessories by refusing to sell the phone without it.

Enforcing shady sales tactics don't grow your bottom line, Sprint, they diminish your reputation. If you intend to compete with the other leaders in wireless , the first thing you should work on is ensuring customer satisfaction, not hard selling, being deceitful, and lying to your long time loyal customers.