Worst customer care experience ever. Three months after switching from spectrum AT&T still can't get my bill correct. Going back to spectrum

My wife surprised me by telling me that while we were out, we'd run to the AT&T store to upgrade my phone. I've had a Samsung Fold 3 but after a few years, the larger screen wouldn't work and the phone was just ridiculously heavy, which would be problematic on days I didn't wear a belt! We walked into the store to see about 7 or 8 people in there, including the employees. We were instantly greeted and approached by Madison. This was a huge improvement from the Melbourne store - they had no phones to look at, but none of the employees even looked up to acknowledge us, and we were the ONLY customers in there! Anyway, Madison sat us down and gathered what information she needed to verify things and had me paired up with the Samsung Galaxy S25 Ultra in less than 20 minutes. Madison was friendly, energetic, tenacious, and very easy-going. I consider myself part of the new "old school" and so working at smartphone is not a problem; it's discussing phones that I get uptight about, so I came in with a wall up, but Madison's charismatic with and charming brought it down. AT&T has a fine employee, there. The phone needed an hour to transfer my content into the new phone, so we went next door for dinner. When we came back, the Madison handed over my new phone, switching it on so I could get a look and feel for it. It was perfect. I don't need a belt to hold it up. read more

The employees locked the doors 25 minutes before closing and then when I walked up to try to enter the store they turned off the lights and I caught someone running behind a wall. I called twice to speak to a manager and no one called me back. I got my phone from the Apple website. But at the cost of my nice plan and add ons that the store employees always assisted me with until now. read more

THE WORST customer service experience I have ever encountered. We were lied to, our time was wasted and we were treated like garbage. As an executive responsible for a staff of over 45 sales professionals I can tell you, had I witnessed that type of service from one of my team members I would have dismissed them immediately. Due to this experience we will be switching to Verizon. That's all you need to know but read on if you want the full story. We walked in at approximately 6:00PM to upgrade my wife's phone to the iPhone 11 Max Pro. She's been an AT&T customer for 10 years and upgrades her phone regularly, spent a lot of money, what I would call a loyal customer. Upon entering the store two younger male employees were in the middle of a conversation about the girls they'd been "hooking up with." This should have been a sign. My wife proceeded to work with Nstasia. My wife's previous experience of transferring her phone was bad, the sales person lost all of the photos during the transfer. Despite sharing this Nstasia assured is there wouldn't be an issue. We inquired about backing the phone up to iCloud first but she insisted it would take too long and they were closing at 9PM. She also assured us she would not complete the transaction until we verified the transfer was complete. She said their transfer would take 40 minutes. Of course this would all turn out to be a lie. After over an hour I asked if she could tell how far along it was. She told me she had no way of telling how far along the transfer was, which turned out to be a lie. After waiting a while longer it was now 8:35PM. This time my wife asked if she could tell how far along the transfer was, turns out there was a way to tell and Nstasia guided my wife in doing so. After waiting almost 2.5 hours the transfer was less than 25% complete. Had it been checked earlier we would have certainly known the transfer would not finish in a reasonable timeframe. But it wasn't. At that point my wife asked to cancel the transaction. Nstasia became defensive and said we "can't just cancel, it's not that easy and there will be a charge to return the phone." My wife was adamant she wasn't going to pay a fee and told Nstasia that we had to leave because we had our two young boys with. Nstasia responded, "We (my wife) need to calm down because I'm just trying to help you. You signed and I told you you were trading your phone. You can leave it here over night on our WiFi." My wife was adamant that she never told her, when she signed, that it was because she was trading her phone and it couldn't be reversed. She added that Nstasia said it would only take 40 minutes and it had now been nearly 2.5 hours. Nstasia responded, "Are you seriously going to sit here and say I didn't tell you that? I can legit pull the security camera footage." At that point my wife asked her to call someone at corporate to deal with the mess. Another 20 minutes had passed and it hadn't been resolved. I finally asked how much the fee was and said we would just pay it and deal with corporate. Magically three minutes later "they" called her back and authorized waiving the fee and reversing the transaction. Odd because the person she was talking to was helping her with another customer, who was also waiting. We left at 9:15PM. After we got home guess what, Nstasia was using the iCloud backup, the one she said we shouldn't do because it would take too long. Your people weren't honest, you lost our trust and our time was not valued. It absolutely points to the leadership at that store. Employees will perform to expectations and I believe Nstasia was performing to the expectations of the leadership there. If she wasn't then why, at no point, did another team member step in and right the ship? Oh that's right, they were the same ones talking about hooking up with women as a family of four walked in. I seriously hope you rethink the culture you are creating in your stores. If you don't, it won't be long before you are the next victim of Amazon. read more

Believe the reviews. If I had read the reviews first it would have saved me a lot of trouble. As a very long term AT&T customer, after dealing with this store I'm looking for a new carrier read more

Horrible liars. I can elaborate what they did but simply to say never believe what they tell you unless given in writing. When the bill comes, you will be surprised. The worst is that they never admit. They are pathetic liars to sell something and make your life miserable. So, don't buy anything from this store. read more

AT&T has gotten horrible! They sold me an iPhone back in May for $449.99. It was a Mother's Day special. Four months later, after talking to a manager every month who said they would honor the price, I am told the special did not go into effect until two days after I bought the phone and they cannot honor that price. They are charging me $950.00! Regardless of what previous managers have told us every month they are going to only discount it $250 and I have to live with it. Told me there was not anyone higher I could speak to and I either take the deal or pay the full price. I also ordered Internet service at $50 a month and they are charging $60, they tell me if I want to change it they will charge me even more than $60! I've been a customer of AT&T for 16 years and that is about to change! I'm floored they get away with this. If you deal with them make sure you get it in writing. They are refusing to give us this information in writing so who knows if it will actually happen! This will be month number five that we have been promised a discount, I am not that optimistic that it will happen. read more