AT&T Store — Local services in Homestead

I am editing my review due to the fact that an employee at this location added a telephone line to our AT&T account that we did not agree to, did not authorize, and do not need. We have made five telephone calls and one visit to the store to get this number removed from our account and be refunded over $300 that we are paying for a line that we do not use and did not ask for. The level of incompetency between the store and people in the call center is completely unbelievable.

We were told that moving my husband's cell phone number to the main contact would help us save money with FirstNet because he is a first responder. They tell you that you will save 25% but then they add a line to your account that equals the 25% or more that you're saving.

For some reason, no one at this store is capable of understanding what I'm trying to explain to them and I have now escalated it to the Better Business Bureau and I will be contacting an attorney.

We have tried to get this resolved since June. I'm still in disbelief that such a wonderful afternoon in that store - walking out as pleased as we did - has turned into this catastrophe.

We are now at the mercy of paying this bill because we have eight lines that we are responsible for and we cannot have our cell phone service shut off for only paying a portion of it and leaving out this fraudulent ninth line.

This was my original post:

It's taken me a few weeks to write this review because I was waiting to get our bill for cell service and Internet before I posted anything.

I was in disbelief that someone at AT&T cared enough about us to find us the best deal and to save us money every month. Well - we received the bills and it's true.

We went to the Waterfront store to get a new phone for my husband.

We were greeted warmly by Makaila. She was fantastic.

She went into the back room with all of our information and came back out with a huge smile on her face. She went into detail about how she can save us money on our phone bill, which has eight lines, and introduced us to AT&T's Internet service, which is now available in our area.

I would 100% recommend anybody goes to that store. In addition to her, the manager Mike kept in touch with my husband via text message to make sure that our Internet set up...

Friendly but will scam you. My son and I both took advantage of the $300 off Samsung Galaxy Note 8 when the special was going on last year. Unfortunately AT&T also took advantage of US!! We bought our phones about a month apart, dealt with two different sales people, and were told the SAME BS by both of them. "The $300 credit can only be used on accessories and cases - not money off of the phone". WHY would SAMSUNG offer a credit on their phone that can't be used toward THEIR PHONE???? My son ended up with $300 worth of accessories he didn't need. When I went in to buy mine, they tried the same line on me and I SPECIFICALLY said that I wanted the $300 to be taken off of the phone price. They said that was fine, but then went ahead and did my order so that it didn't come off the phone. When I questioned it, I got the "OH, that $300 is for accessories". Oh.....NO IT'S NOT. Take the money off of my PHONE, as I originally requested. At this point the sales guy seemed a little frazzled and said he had to go in the back and speak with a manager because the order was already processed, on and on.... I waited - and SURPRISE!! They CAN take the money off of the phone. They just try to scam you into thinking that you can't so you buy a bunch of their cases and accessories that you don't need. I'm sure they a trained to do this, but I was not very happy about it. Scamming your customers isn't a very good way to KEEP them. Just make sure you question things like this! Otherwise the employees were very cordial...

Stores like this main purpose is quality customer service and its trash. I was better off over the phone. Went to this location twice in one week. First to buy a new phone, then to return it and transfer data to a replacement device I ordered and buy a wireless charger. All of which I could have done online myself, but I was having a hard time in life so I went to the store for assistance. The Century III location was always fantastic so I figured this location was too. Wrong. The rep did the bare minimum. Was on his phone the whole time. Didn't help me with using the new iPhone and ultimately I never used it because the touched sensitivity kept calling 911 while still in the box and i didn't know how to make it stop.. I decided to just replace the Android I had. I asked does the sim card need transferred, he said no unless had first link or something like that. Later I realized I did need my old sim. The wireless charger I asked to see, he never showed me so of course I didn't buy it. My family has been customers since Cingular and never in my life has anyone been so far removed from reality. Perhaps its covid precautions to get people in and out, but please do better.

Update 5.4 still trash, same issue since I purchased and returned the phone back in March over the same weekend. Waiting an additional 72 hours for a resolution.

Update: I'll add a star back because although my issue was not resolved. Lol The gentlemen working were kind and...