AT&T Store — Local services in Aventura

I arrived at the store at approximately 7:50pm. When I walked in, there was a representative helping someone near the entrance. I waited a couple seconds to see if he would acknowledge me. When he didn’t I said I was there to pick up an online order. He said someone would be with me soon. I knew the store closed at 8pm so I waited and there were two other reps standing off to my right. The male rep was telling the female rep that he hasn’t been able to go to the beach cause it’s been too cold and wanted to use his jet skis. I wondered why he would chatting about his personal desire to go to the beach while I was standing there not being helped or acknowledged with only 10 minutes before store closing.

So I waited to see they would acknowledge me. They didn’t. So I went over to them and said I was here to pick up an online order. The male finished his conversation and said to follow him to the counter, he asked my name and I spelled it for him. When we got to the counter he must have forgotten my name as he pulled up a few customers on his computer screen and asked me which person I was. I didn’t have my eyeglasses on so I said I don’t know I can’t see the screen and asked him to look it up with my name or driver license. He replied all I had to do was tell him which person I was on the screen because he didn’t remember my name. I replied you could have asked me my name again or us my driver license which was in my hand the entire time and I was holding it so it was visible as I knew he would need to see it to pick up the phone.

I could not believe how he spoke to me and his service was horrible!! He said he was the manager, which I was shocked!!

I expressed how I was not used to being treated this way and he tried to tell me he was busy when I came in the store but I said he was talking about the beach so didn’t sound busy. He proceeded to interrupt anything I said. I told him I have been with ATT for years and was never treated so badly. His name was Carlos. I said I would be making a complaint against him he said please do. He could care less about my experience there.

He asked another rep to come help me, her name was Daylene. She told Carlos she could handle it from that point but he refused to walk away. Anything I said he continued to bicker with me, and while interrupting me he asked me if I wanted him to apologize as I said a couple times you should apologize for how you spoke to me. I replied you don’t ask a customer if they “want” you to apologize.

Daylene was wonderful she provided great customer service asked if I needed help setting up the phone and if the phone was for me. I explained it was for my college student son and he was pretty good at tech stuff. We walked over to get the receipt and I left.

I left upset and kind of pissed that a person who was blessed to be employed could actually speak to a customer the way he did. I was not happy with Carlos at all. The one star review reflects Carlos not Daylene. I hope the owner of this store takes action as I plan to complain to ATT...

I had a very dissatisfied experience. I went in to the store with my IPhone 11 that the back screen cracked the day before. I wanted options on how to get it fixed. The young lady that assisted me, suggested that I get the iPhone 12 with the trade in option of $700. I asked her clearly does my phone qualifies for the $700 dollars promotion with a cracked back? She said she is not sure that she was going to find out. She went to the back office to confirm and when she came out she said that yes, my phone qualifies for the $700 back if I upgrade to the 12 in the same color I wanted. She also mentioned that it would have to be order and ship since the 256gb was not available in the store. When it got down to the business, she said that I will need to pain the remainder installment in full in order to process the new purchase and I had to pay an additional amount for taxes. Today when I went to the store after an average of 3hrs I spent swapping device adding my longing to my 87 apps. They told me that my train in will be for $350. I a plain to the girl that this wasn’t what was agreed on, that I had made the arrangements and budgeted for what was agreed on when I made the purchase. Not only did she said that it was a mistake a human error but that’s their is nothing that they can do. They didn’t apologize, they didn’t do anything to make things better, I asked for a refund for which I have to wait a couple of days, I have to come back after resetting the phone and swapping back to my old device. I felt cheated, lied and the anxiety I’m feeling is overwhelming. For a “mistake the store made” poor customer service, poor knowledge, and the customer always pays for the franchise sales associate human error. They device was off by $2 dollars to qualify for the promo. Do not Recomended this store for a happy...

I just want to say that I was EXTREMELY impressed with the staff that assisted me at this store. I was with my mom and we were considering switching from Verizon to ATT. Our first interaction was with Katherine M. She was knowledgeable, friendly and a great salesperson. After speaking with her, we knew we were ready to "make the switch". We made an appointment for a follow-up visit to complete the transfer. Unfortunately, we didn't get to work with Katherine again but we did work with Salvador. He was in one word - AMAZING. His patience, thoroughness and compassion should be commended. We spent over 5 hours with him (we had 7 lines to transfer) and he was attentive the entire time - he never complained and happily answered any questions we had. I am not always the easiest customer to please but I can assure you, Sal went above and beyond and made me and my mother an extremely happy NEW customer. During the time we were at the store, we got to know Emmanuel. Although he did not work directly with us, I can tell he truly cares about customers and their experiences. I can not say enough positive things about Katherine, Salvador and Emmanuel but I especially have to give kudos to Salvador for the extraordinary job he did to ensure that we successfully ported 7 different lines from Verizon to ATT. I would like to also send a congrats to the corporate office for the amazing efforts of the staff at this store that we encountered. If anyone needs a great sales rep, please be assured that Katherine will take good care of you. If you need an attentive and patient manager, please reach out to either Salvador or Emmanuel. I hope we continue to have great service with ATT. Thanks again for making me and mom happy customers. We do truly...