AT&T Store — Local services in Miami

Sadly I’ve only had consistently bad customer experiences at this store and have witnessed two other customers being mistreated by staff while I was in the store.

A complete opposite experience from the Brickell City Centre store that due to the pandemic is sadly now closed.

I went to the Mary Brickell Village authorized retailer, not corporate store (big difference) a total of 4 times due to their poor treatment. First time I came in, I was looking to purchase a new iphone 12 Pro, the lady who helped me quickly brushed over me and never mentioned there was a current promotion to trade in your existing phone and get an $800 towards your purchase despite my expressed interest in the phone and being a loyal ATT customer with multiple services for over 2 years.

I came back a week later when the Iphone 12 Pro Max was released and ended up deciding I was going to go ahead with the 12 Pro, despite always having had Max because of the size of the new Pro Max. When I’m about to check out, the manager, casually giggles that I should have come a week earlier and and then I would have received an $800 credit instead of only $700. I told him I had actually been in store at the time and had spoken spoke to a lady and she never mentioned the credit or promotion. I told him the next logical thing was for him to honor such promotion since it had been his team’s fault and lack of training that was now costing me $100. Had I been informed of my options as I had asked, I would have purchased the phone on my first visit. He then refused to see where he did wrong, by pointing a promotion that was no longer available and then refusing to honour the credit since it had been a mistake on the part of their team. I asked him to please stop and not proceed with my purchase.

Long story short:

• Asdrubal and his team mate a gentleman with black somewhat spiky hair and a mild moustache mistreated three customers on my second store visit: they mistreated me, another lady who was in front of me, and a 75+ year old senior whose only ask was not be left hanging alone but to be informed that if everyone was busy at the time, to ask him to wait a moment until someone became available. A completely reasonable expectation.

This incident with the senior happened, while I was being “helped” by Asdrubal. He then turned to his colleague (the black haired man that mistreated the lady) and complained about the senior walking out feeling disrespected. Asdrubal made the comment “well if people are too rushed, they can go somewhere else”. I quickly pointed that his answer was not only rude, but disrespectful to me and also to the gentleman who made a valid complaint and who did it in a very calm manner. I told Asdrubal that sadly this was on them and that he should never bad mouth a customer in front of another customer.

Then things escalated when he made the snarky remarks and refused to honour the $100 difference give his team failure to communicate an applicable promotion. When asked to email me a confirmation that no order had been processed, because I got two email confirmations of purchase, despite not proceeding with my purchase; he said he was busy and to come in again another time. As if my time is worth nothing. I followed up over the phone on a couple of occasions and still got no answer. I had to go to the store again a another time and things quickly escalated again. No respectful answer on his part and only later a lady who is also the manager helped me get the email proof I needed.

Look how long this review is. How much time this made me waste. I invite you to support stores where people care and respect. This is a time to be caring kind and compassionate. That should be the norm. Businesses who think they are too big to fail are in for a rude awakening; customers are not only to be acquired but maintained. I have worked both in service and retail and know this isn’t how one should be...

I recently visited this ATT store after my phone was stolen, and I have never been more disappointed and frustrated with a customer experience. I feel compelled to warn others about the deceptive sales tactics and misinformation employed at this location, particularly by Sales Representative Giselle R. and the misinformation she provided to vulnerable customers who had recently been victims of phone theft at Ultra Music Festival.

During my visit to the store, Giselle R and other associates took advantage of my (& others) situation to push a more expensive device, claiming that it was the only option I had. Worst of all, When I inquired about the return policies, she deliberately misled me by providing false information, ultimately forcing me to purchase a device I did not need. I looked her in the eye and asked THREE times if I would be able to return this device to any corporate location and she said YES. Giselle's unscrupulous sales tactics not only left me feeling deceived and betrayed by your company but also resulted in financial loss and a considerable amount of undue stress. When I returned to Chicago, I decided the Galaxy Ultra 23 was too large, and the corporate store said my ONLY option was to return the device in Miami to the original location.

It is utterly reprehensible for a sales representative to manipulate and exploit customers, especially those who have already experienced distress due to the theft of their personal belongings. Giselle's behavior reflects extremely poorly on ATT as a company, casting doubt on the integrity of your brand and the trustworthiness of your employees.

I have filed complaints with ATT's Customer Relations and the Federal Trade Commission, but I feel it's essential to share my experience with others to raise awareness about the deceitful practices at this ATT store. I strongly advise potential customers to avoid this location and consider alternative options for their phone and service needs. If you do decide to shop here, be cautious and double-check any information provided by the sales staff, as they may not have your best...

When into the store to get an upgrade. When it came time to pay for the new phone upgrade taxes, they couldn’t accept payment by Apple Pay, which was a surprise and I didn’t have a physical card present. The assistant manger, Fernando M. turns around and make a remark to me that “I always have something to say “in a rude disrespectful way.. didn’t realize that as a customer of Att which charges its customers a premium being surprised that it doesn’t accept Apple Pay is asking too much. Is one thing to not be offering Apple Pay, it’s not another thing telling a att customer which I have been for over 23 years that I have something to say always is a problem. Which country we are living in where I can’t comment on the service level that I am being provided????? Such groups is the main reason we are seeing a rise in lack of customer service all over, because they really think they can give poor customer service and still maintain business operation.

These guys are not even a true att store but an autorize dealer which is named USA wireless. What a shame that att allows for such rude and unprofessional staff to handle their customers. Weather it’s a Miami thing or overall unwilling to provide proper customer service, such groups don’t deserve to be operating. As a business owner, I will never allow such approach to customers, even if they are not right….. best thing is to avoid this store and let their sales suffer. Maybe they will learn that proper customer service is still a very important matter to running a business and to having customers…..

AVOID THIS STORE !!!!!!!!!!!!!!!!!! This store needs to be closed if they are providing such level of...