Called today 2-25-25 at 12:01 pm est standard time to file a complaint about a local store. After giving the complaint the agent said they wanted to make it right and volunteered/ promised a Free Apple Watch Ultra 2 and that I would only have to pay for the line itself not the watch. Go to the store and they’re highly confused and frustrated. So we called back to customer loyalty which was clearly stated that’s the department the agent on the line was with and explained the situation. After an hour long call get informed that’s not a thing but they are listening to the call and that if it’s promised it’s got to be honored. And that I would be receiving a call back shortly. Waited about an hour, called back not wanting to be swept under the rug and was informed there is no longer a customer loyalty department just customer service and that no they do not have to honor anything said on the phone just what’s written in writing. They also refused to allow me to record the call for my own clarification, comfort and confirmation on what is being said and that I wasn’t going to be lied or jerked around anymore.
