AT&T Store — Local services in Doral

I ordered a new phone upgrade for in-store pickup 2 days ago and was told it would be ready yesterday for pick up. Yesterday I called the store and they said my order was ready and the new phone was physically at the store. So I went to the store, drove a whole hour, handed the rep my ID, and she went to the back to get the phone. She came back and stated there was an issue with the order and he couldn't release the phone to me due to an error in their system. They suggested I call ATT support. So I did, and had a 30 minute back and forth with the support rep and a “internet order specialist". They couldn't figure it out, couldn’t find my order and suggested I go to the store and cancel the order even though I had already went and they basically told me they can’t help me. I called the store again, spoke to the assistant manager which thought it was a pretty funny situation hence his giggles and said he cannot cancel the order neither to just wait it out and see what happens. On my app I cannot cancel the order neither, ATT can't cancel my order and neither can the store. So what is going on and what can I do? Has someone reported this issue internally to the party responsible for fixing it? If not, why not? Does ATT train its people to show a little agency and to report such issues that waste employee and customer time? If there is an internal support ticket, what is the status of it? Regardless, your stores should be required to release the product to the customer in these situations. It's been ordered and paid for. Your technical difficulties are not my problem, and I don't appreciate my time being wasted when you’d expect dealing with a multi billion dollar company you’ve gave business to for the last couple of years would work out. No one cares to make it right it’s been 2 days and still nothing. Not that anyone cares, but this has got me seriously considering taking my business to a competitor. Just an awful experience which could've been avoided with just a...

I want to express the discomfort, frustration and humiliation suffered when I tried to obtain an internet plan at this store, which btw, lasted approximately 15 days. The plan I had before had an expiration date of November 10th. I went to the store on October 15th (almost a month in advanced) to let them know that I wanted to renew my plan, I gave them all the details and spoke with ADRIANA. She told me to give her a call a few days before November 10th to arrange everything and not to worry. After trying to communicate with Adriana for 4 days, exchanging several text messages, she finally got back to me just to ask me for the same information she wrote down on October 15th. We finally got the internet working, my daughter was able to work from home and everything was going well until 15 days ago when I received a letter from AT&T talking about my current plan and the new amount I had to pay. The amount was incorrect because Adriana enrolled me in a more expensive plan. Long story short, it took me 9 days to try to fix my problem, after calling ATT&T and going to this store several times, I was finally able to talk to MAXIMILIANO which was able to explain to me what was going on. Really really bad service. I have never had a good experience at this store. I have a client here for the past 3 years, and every time you call they have the same excuse “we have a lot of work.” This is not something that has been happening this past year. This has been happening for the past 3 years. Extremely disappointed. Never coming...

The people working at this location appear to have little to no training—or they simply choose not to represent AT&T in a professional manner. I have been a customer for more than 10 years and have NEVER before had such a terrible experience at any AT&T store.

First, they refused to process my upgrade because I didn’t have my trade-in device with me, claiming that the AT&T customer service agent who sent me there was wrong. Just a few minutes later, I called the store back while on the line with an AT&T customer service representative, but the employee who answered either did not speak English (or pretended not to). I asked to speak to a manager, but was told there was none available.

This employee kept questioning why I was calling with AT&T on the line, became visibly upset, and then hung up on us. The AT&T representative on the phone was shocked and repeatedly apologized on behalf of the company.

In the end, I had to place my order over the phone and wait for days to get my new phone. I even missed a day of work because FedEx would not deliver it in the morning.

What an awful experience! After 10 years, this is the first time my family and I are seriously considering switching to a different provider.

This incident occurred on 8/9/2025 at...