AT&T Store — Local services in Lakeland

*I’m not a tech person so this is simply about my experience and interaction while in the store. Reserved appointment online for service with my equipment/cellphone at noon. I was stuck in traffic due to super-bowl Sunday and arrived six minutes late however was taken immediately upon arrival. Wow, that was extremely unexpected by the amount of cars in the parking lot and people in the store. Noted, apparently AT&T restructured the entire approach to servicing the general public and it appears to show a more positive attitude in the consumers who looked content, some smiling and looking around the store to workers joking with each other and customers who also appeared to be having a good time. Certainly an unexpected yet Welcoming environment to be in when dealing with uncertain conditions like broken cell phone, unknown charges on your bill, or a lost/stolen phone as examples. I received the most positive and authentic customer care that I felt empowered to write a very positive review about how well trained I felt the staff were and I observed them showing kindness not only to me but to anyone who entered the store. Any time the door opened, each person was individually greeted. My personal care director (what I call the store helpers who work extremely well with many types of people/situations but are assigned to assist me at the moment) was the closest to the door and she was the first one to greet and acknowledge customers. She also resolved my concerns and helped me with to the best of her ability. I don’t enjoy dealing with technical issues however my PCD made the entire experience painless, not the bill- that’s on my...

Worst customer service I have ever had from this store…I have been there on 3 occasions now 2 of the occasions were perfect which was with Miguel. He is absolutely amazing. Yesterday I went and spoke with Rosemond to transfer 3 other lines to my account. First he acted like he wanted to help but then when I got to the part to porting numbers he only wanted to port one I kept asking do you need a transfer code for each one he kept saying no…we get 2 new iPhone 14 pro max and then 2 SIM cards. I didn’t have the device to put one of the sims in but I told him I can call and get it he said no just give me the IMEI number from your old phone which I did. I specifically asked if I take this home and pop it in my mom’a phone it should be fine correct he said yes no problem. Well that wasn’t the case I had to unlock the device which I figured out after getting incorrect information. Didn’t think about it until after we left but he didn’t ask us did we want protection on our phone nothing…we get home and try to get on our online account which we haven’t had any problems with until yesterday and now the account is associated with a number we do not know. Called to report the issue and Russ answered and I asked to speak with a supervisor or manager he said there wasn’t one available. I go to start telling him the complaint he says “well it’s just a website to unlock the device.” That was not the point the point was Rosemond gave out incorrect information. I cussed Russ out after he would have me his information to report him and WILL NEVER RETURN TO THAT STORE AGAIN!!!! First day with AT&T and I already can’t wait to change my...

On November 4, 2022 we bought two iWatchs at the store under a special. We were specifically asked if we wanted a plan for the watches and declined. Two and half weeks later we where billed an additional $300 in fees. Upon contacting ATT the rep informed us that the iWatches in fact did have a plan applied to them. To our shock we made the decison to exercise our right to return the watches. After speaking with the manager at customer service they wiped all the charges and instructed us that we should return the watches to the store. I specifically asked if we were within the return window and he assured me we were.

The very next day we went to the Lakeland store to return. Greeted by a worker we explained why we were there and I expressed passionately how we had been deceived into buying watches with a plan we didn't want. Sadly, he blew me off by printing a receipt and said that we are outside of the 14 day return window. Yes, this is crazy. After being lied to to buy it at the store, then lied to that we could return by customer service we are yet faced with another setback. I requested to speak to a manager Melanie, who was dismissive and didn't look like she cared to help. She pretended to listen and basically say the same thing as the other guy. Frustrated, I shared with a shopper about my experience and encouraged them to avoid mistakes. Melanie then threatened to call the police on me for sharing my experience.

I'm completely blown - I hope this prevents someone from being fooled into getting a iwatch from att.

GO TO WALMART, BESTBUY, anywhere! This company lacks integrity and has no respect for...