AT&T Store — Local services in Mint Hill

I had one of the worst customer service experiences ever here.

I needed an iPhone 7 as the screen of my iPhone 5S had randomly detached, so I went to my local store in Mint Hill (6820 Matthews Mint Hill Road). I didn't catch the name of the bearded male employee who helped me (if you can call it that), but the transaction occurred around 4pm or so. He was extremely rude and condescending. He repeatedly tried to get me to sign up for Internet, which I wasn't interested in doing at that time. After that, he was pushy about insurance. He scoffed openly and was very demeaning about my refusal to get insurance, basically insinuating that I am irresponsible and would drop my phone and break it and then expect a refund. I am a grown woman and have had my previous phone for three years with not a scratch on it. I know myself better than he does. He also had a lot of attitude when I was asking simple questions about the new contract he wanted to put me in, where he did not explain that the speeds would decrease from 4G to 3G (the other CSR told me this later). I think that he thought because I am a woman, I didn't know anything about these phones, never mind the fact that I am actually a senior technical editor at a GIS software company and know a good deal about technology. I spent a long time trying to get exactly what I needed before finding out that this store only had one color available in the size of the iPhone I needed. I asked for the directions to another store, and he begrudgingly gave me the directions to one in central Charlotte (7211 E Independence Boulevard).

Anyway, I went to the store on Independence and had a wonderful experience with Almarosa. She really took the time to explain everything to me, she respected me when I declined the insurance, and she helped get everything transferred to my new phone. Almarosa is an amazing rep. I will definitely take my business to her if I decide to add an Internet package at home or have any other phone needs. She is absolutely the kind of person who should be working in these stores, not the other guy who acted like he was doing me a favor by helping me. He doesn't have the right attitude to work in a customer-facing position like that. My spouse is an account manager and would never treat clients like that.

In closing, I strongly feel that the Mint Hill employee needs better training about how to not be sexist and rude to women who are just asking basic questions about contracts before committing to a legally binding agreement. On the other hand, Almarosa is an amazing asset to...

Awful experience, went and got a new phone, had the associate Victoria put a screen protector on. After watching her struggle to put it on and ignore the guides in the box for 5 straight minutes, she put the phone in the original box and I went home to activate the phone. After going home and inspecting it, the screen protector was on at a slant, bottom edges were screwed up and not even sticking to the phone anymore.

Went in the very next day to get an exchange and or a refund, and the associate Yarlin straight up lied to my face said nothing could be done about it and that I was basically out of luck.. after spending $80 on a screen protector you'd expect something to be done about it when you had an associate that should know what they're doing to install it for you.

Went to the Albemarle road location and the rep there was very nice, and she told me I could get a replacement or a refund if I went back to the store and if i had any issues for them to call her and told me I was being lied to and to talk to a manager.

After returning to the store, I spoke to a new associate that wasn't there in my first visit and he helped me immediately and gave me a refund straight in front of Yarlin after she had told me not an hour before "nothing can be done, we can't refund or exchange something after it's been used".

Shout out to Brandon, if it wasn't for him I'd be completely out of luck dealing with a $80 jacked up...

I'm currently an AT&T customer, so I assumed that that meant I would be afforded at least minimal customer service. Not the case. During my visit on Jan.4, neither of the two associates bothered to stand and greet me as a customer/stranger/perspective customer, etc.--or show any semblance of customer support. Both gave me some legal mumbo about why they couldn't help me set up another phone that I had purchased through another entity, even though I was NOT switching carriers or anything of the sort. After some back and forth and getting nowhere with those two folks, I left with my old phone and my new one still not switched over. I resorted to calling the online customer service help line (which I should have done in the first place apparently). The gentleman Shane B. from the call center in the Wheeling/Pittsburgh area was very helpful, and guided me through the few prompts needed to transfer the phone data to my newer one. As a current and long-time AT&T customer, I was surprised by the cavalier attitude and lack of professionalism by the two associates staffed at the brick and mortar. Needless to say I will not visit the Mint...