AT&T

It must be awesome to have a job where you can be completely incompetent and have no idea about your company’s policies and procedures, and not help your customers. Man. I must be in the wrong industry.
I went here approximately a month ago under the direction of AT&T customer care. I had filed an insurance claim and specifically stated that, if I was going to be receiving a refurbished phone, don’t even bother sending and I’ll put my $ 100 deductible towards a new phone. Low and behold, a refurbished phone arrived at my door. I called customer care and they were extremely helpful (or so I thought) and told me to go to the store and they would take back the refurbished phone, give me a new phone (they should be able to switch it out, per the customer care person, but if not I could purchase it at full price and be reimbursed via the insurance company), and I’d be on my way. This was not the case… AT ALL. The manager (we will use this term loosely – it’s how he’s identified but I can’t imagine his superiors know who they have carrying that title), Rick I believe his name was, came over and interrupted my interaction with the sales person (I forget her name – Megan, maybe? Useless and rude). He was rude, abrasive, and lacking any sort of customer service abilities. I told him I was sent there by THEIR customer service and instead of reading the notes on my account or looking into it, he discounted what I was trying to tell him and said they couldn’t do anything of the sort there. How about doing what a service-​minded person would do and call your customer care and insurance departments to collaborate on the appropriate course of action? Oh, wait. That would’ve taken time to do something they were not getting a commission on.
Now for the part that’s just comical to me. He tried telling me a refurbished phone wasn’t used and that it was fine (I don’t care what kind of inspection and rebuilding its gone through, it’s still not brand new)…he clearly needs a dictionary. Sorry, but if I wanted to pay for a refurbished phone, I’d go on Craig’s List or something. His ignorance and overall inability to rectify the situation says a lot about the store in general. Not to mention, account/​customer maintenance/​problem resolution is a HUGE part of sales. (I guess he missed this day in class?) I don’t appreciate being spoken to like I’m the uneducated one here. I also tried to tell him Asurion, AT&T’s insurance carrier, said I could in fact pick up a new phone there paying out of pocket (the same one I currently have) and they would reimburse the cost. At this point, all I wanted was to buy a phone at full price, being that insurance was reimbursing me the full cost for a NEW (new: not refurbished, since the manager thinks these words are synonyms) phone. The manager also said this wasn’t true, that this isn’t something that’s done. Funny that a customer knows their policies better than the «manager» of this corporate-​owned location.
I left angry, insulted, and without the problem being handled correctly. Once again, I called Asurion and AT&T who both stated there is no reason this should have happened and they had already overnighted me the check to be reimbursed for the phone I wanted to purchase. They even offered to call the «manager» to educate him on this policy and what needed to be done in the store he «manages.»
My review? Stay away. Or, take a dictionary and also print out their policies since their own managers don’t even know them. Perhaps then you’ll have a better experience.

I went into the warranty center at this address and can’t say how awesome Rafael and Brittany were! Rafael got me a new phone right away and got the process running while Brittany started syncing everything over and also Lifesaver by getting some very very important numbers off of a old phone that when I received my new one that AT&T person who once sold me the new phone couldn’t do it. I can’t say how awesome these 2 were today. Made a pain in butt situation very easy and I walked out extremely overwhelmed that I got back my old contacts :) Thank you again Brittany and Rafael!!!

Relatively well run. On a busy Saturday afternoon our wait was only about 15 minutes. Joseph was very helpful and friendly with assisting my boyfriend with getting his upgrade on his phone.

Had an issue with an improperly returned phone as part of the AT&T Next program and was instructed to take it to the store for return.
The associated took the phone, did not annotate that I returned it, and pretty much set me up for a wild goose chase with corporate.
Awful attention to detail and professionalism.
Avoid.

Marcus at the store was informative, concise and very pleasant. No-​pressure sales pitch. Also he was patient while he waited for us to make choices.
Wait time was not bad either although I confess it was Sunday when went.

Wow, I am quite disappointed to see a pattern of our reviews at this store. My experience was a shock, to say the least.
I worked with Steve, someone intelligent on the features of their inventory but ignorant as it pertains to interacting with customers and offering a positive experience. Beyond the smell of smoke was arrogance nearly as unbearable. It was during a conversation that I was lead to believe I would receive a free tablet should I purchase a phone and return. I return to find no such promotion, and Steve keeping me from his management. Fortunately my wife returned to find this out, and I am awaiting a conversation with Rick, in which I hope this detector can again become a promoter.
PS: In pitching me the insurance, Steve told me a story in which he paid a friend to fabricate a claim and give her his device. Probably not an experience a company wants their frontline giving.

Singularly the worst experience I have ever had in an AT&T store. I was greeted at the door to be told that what I was sent there to get accomplished by an AT&T phone rep wasn’t going to happen but they would have a rep talk to me. The greeter then promptly sat back down on a stool and began fiddling with inventory items rather than step up and help. When an employee did make it over I tried to explain how frustrating this situation was to only be treated rudely by an employee that was disheveled looking and frankly lucky to have a job with the public. I explained if it persisted this was going to go badly where he smarted off again and I told him to just do it. «Marcus» then told me I would deal with his manager where I then called ATT customer service. I don’t get dealt with when I am the one who has just been chased around the city to find the store I have been sent to could care less. The employees then started playing the old retail game of ignore the customer till it goes away. I won’t go away folks. In fact I am going to escalate this experience with your company as hard and long as I can. If you can’t deal with an unhappy customer get out of retail. It comes with the job. Especially since I had driven 45 minutes at your own reps urging to be given terrible service. This will not go well for the manager or the employee because I will not let this go until I hear of changes at this store.

Visiting this store generally tends to be an exercise in futility and disappointment and today was no different. I have been dealing with a couple of issues on my New Note 4 including a faulty camera autofocus and an inability to forward calls. the latter was corrected with a software update although the issue was never acknowledged by anyone I dealt with. I just chose to live with it not knowing a fix was forthcoming. The first issue with the camera is widely known yet not acknowledged by ATT (or Samsung). The ATT store was planning on giving me a refurbished phone as a fix which I did not consider an option since I just paid $ 800 for this phone 3 months ago and it never worked right. Bottom line I never received what I paid for. The store gave me the number of Samsung’s service department so I will see how the repair process goes. We get spoiled by companies like Publix, Toyota, LL Bean etc. They believe in integrity, quality and standing behind the products they sell. I often wonder what it must be like working in an ATT store, or God forbid owning one, and going home every night with the knowledge that you fell short again; you sold a sub-​standard product and watched as customer after customer walked away disappointed. Imagine the soul-​stealing feeling of betraying the trust of the countless number of folks who finally got excited enough about a new product to put down some hard earned pay, only to have that excitement dashed by a group of sales folks and an owner who consistently choose to fall short of mediocre.
To file a complaint with the Federal Trade Commission:

I unfortunately have to agree with the previous reviewers. Horrible customer service. I wanted to gouge my eyes out when leaving that place. My husband and I came in to update my phone (we both had to come because we swapped updates).
The sales guy was all about the hard sell. He wanted to switch us to their «Next» program that was launching in the next day or so. From what my husband read about it, it didn’t seem like a butter deal than what we have been doing. So we kindly said no. We are not quite ready to make the switch. We just need to replace the old phone that no longer worked. He tries 2 more times to sell us Next and making us feel like idiots for not taking this new promotion.
Then, he wanted me to switch plans. I didn’t want to. He tried 2 more times.
Then he wanted to sell me a cover. I said I had to read some reviews for childproof covers online before committing to an $ 80 cover. He didn’t like that reasoning either and tried a few more times.
Then there was insurance for the phone. We never do insurance. Not our thing. Still wouldn’t take no for an answer.
All of this while my kids were running around the store. Why the hell would he want to prolong the sale when we are obviously trying to make this quickly happen. I forget who this marvel salesman was, but he has nasty teeth. That is all I could look at

I will not recommend anyone to visit this store. Customer service is really bad, an I felt they were little racist too.
Manger Brain doesn’t have patience to even listen to customer issue, and he suggested me to switch to another service provider.
Not even a star worth customer service.

I want a Iphone 6 plus. DO you have any in stock? No one ever answers the phone. Ever …

worst customer service… i bought 3 phones in that store, i was not happy when i had to go back and get help and the girl told me that what the manager told me was incorrect and that she worked for the company longer than he did, it turned me off completely… i would call and get hang ups too… not cool ! … this is not a place that i would re-visit…needs to have a makeover too…

I have a simple question about my iPhone that may lead to me purchasing a new phone. I can’t get the answer from the Internet, so I tried to call this store. I called three times, someone at the store picks up the phone and hangs it up again right away without saying anything. WORST CUSTOMER SERVICE EVER.

Jason Leon Devin and Alejandro are all super helpful and very great service!

This is the regional AT&T Wireless store for any kind of service repairs which cannot be handled by your local retail outlet. In addition this is also a retail AT&T store. I’m not overwhelmed by the quality of service that I receive at this store or their repair center, although I cannot ignore the fact that they are always busy and must have a lot of sales.
I told them that I had recently purchased a new Samsung Galaxy 3S phone at the Carrollwood store, and was searching for the screen protector. The first words out of the smirky sales rep’s mouth were «Ohhhhh, you’re from Carrollwood. What are you doing down here?»
You know those moments in life when you think seriously about reaching across the counter and choking the ever-​loving crap out of the obnoxious a$$hole who is standing there? *ahems*
Well, needless to say, they didn’t have what I wanted, and so I drove back up to my Carrollwood store and had them order it and ship it FREE to me.
This is not a place that I’m anxious to re-​visit.