AT&T Store — Local services in New Port Richey

I went into this store to see about a sim card. I decided to upgrade my phone instead. There was a young man there (alone) by the name of Jay. He was already helping another customer but insisted he could do both. He briefly showed me a few phones and I chose one. All the while he was also trying to assist the other customer with a billing issue. He never went over any insurance or Next Up charges with me. I was in the store for 2 hours and was sent home with both phones for the data transfer to finish. Upon transfer completion, I was made aware that insurance and Next Up and been added to my account. I reached out to Jay.( he gave my his cell number) He stated he was at the hospital with a family emergency and that both of the charges would come off after 14 days. Everything I've been told at this point is an out right fabrication! I returned to the store today to address the issue. I was met by the manager Ashley. When I explained that I never was asked about insurance or Next Up and would like it removed from my account. She then informed me that " Every phone that leaves this store has insurance and Next Up." I knew this to be incorrect. I have been an AT&T customer since 2008. I have NEVER had insurance on any device, nor have I had any other upgrades at the time of purchase. I called her out on the lie. My husband has also recently retired from a 21 years with AT&T, so I knew she had bold face lied to me. After she realized I caught her in a lie, she managed to remove the insurance from my account. When I requested the Next Up be removed, she stated she could not, and showed me some screen that showed whatever action she was trying to perform was blocked. I let her know if she wasn't going to remove it I was returning the phone. She then informed me that there would be a $55 restocking fee!! I let her know I hadn't even had the phone for 17 hours and would not be paying a restocking fee. She got on the phone ( with who, I don't know) and said I needed to pay the fee if I returned the phone. I let her know that wasn't going to happen. I reiterated the fact that none of this was explained to me. Her response was " I don't care!" With that, I left the store. I spent the next 45 minutes on the phone with customer service who also stated that the manager was incorrect in telling me that "Every phone leaves with insurance and Next Up." Customer service handled my issues. STAY AWAY FROM...

So I had a minor slip up with one of the reps here (made it seem my trade phones would be boxed at ups for no charge), but BRADLEY the sales lead was on top of it. I got into it with the ups guy bc of what my rep at this store said and when I expressed that to Bradley he was extremely empathetic. Terrible experience at the ups BECAUSE of this store and I’m coming out of it happier with the people who started it then the ups store right now lol I called Bradley very upset and basically demanded he take my phones in order for me to NOT have to go to another UPS store. He recognized the issue and took responsibility and even agreed to let me drop my phones there (something they stopped doing at this dealer) so I can’t to say enough how much I appreciate Bradley taking responsibility and accommodating my frustrations within reason. I will not be making him take my phones back and will box them myself. I almost forgot to mention that he CALLED ME BACK after an hour or so to follow up and make sure I was good!! Thanks again Bradley I hope you work on managing your own...

Bradley and Austin Where Such a huge help, they really took me from having “fear” of making the change to having confidence in my decision!! The time they took to make the meaningful connection. See where my hesitation was find everything that I was concerned about and give me options as to what I can do to resolve those issues having my best interest in mind as if I was There family members. I really loved The transparency between these two they will make sure you understand WHAT You are getting charged for on your bill. And give you some recommendations on routes to take to save more, or get the family the best possible option/upgrade.

Long story short, if You want transparency, trust and a genuine relationship with not just sales people but real people that care and will go out their way to help you. This is the AT&T you...