If I could give no stars I would. I upgraded my phone online, paid for it and then selected to pick up in store with a reservation. When I got there the retail rep Sophia was quite helpful but ran into issues because the account is an employee account and it was requiring her to select a new plan. I selected a new 2yr agreement so I wouldn't lose my unlimited premier friends and family plan. \n\nAfter 25 min waiting for help from the employee care department, the manager Zach took over. Just when it seemed like my daughter might actually walk out with her phone, Zach proceeds to tell me that I owe another $440.00. I told him I paid in full and he gave me the excuse that he has limitted access to employee accounts even though I already converted to the new friends and family program. He told me I'd have to go home and call the employee care department to change to shipping option. \n\nI get that this is a new process but this guy is the manager and he didn't try to resolve it, he just tried to get me out of his store. I called employee care and they confirmed that the store should be able to complete my purchase and suggested i ask for a mamager.  When I explained that this store's manager didn't know how to, she connected me to order suuport who sent me to the Sprint store at Metro Mall. Store associate Aaron had no issues at all completing my order!\n\nDon't go to this store, it's a serious waste of time. The management and staff need to get some updated training.