AT&T Store — Local services in Ocala

I hope the manager sees this and acts accordingly. My mother came into the store to upgrade her phone (She had the s8.)Keep in kind that my mother has very little knowledge on how to set up and prepare a phone to be used and she has horrible social anxiety so this was very hard for her in the first place. Nicholas was the employee who came up to help her, my mother was interested in the note 10, she asked Nicholas if there was any she could see since there wasn't a display phone out, he said no, didn't offer to check another store the entire time she was there, didn't offer to look around at the phones with her and rushed her to choose, she chose the note 20 (Way over her budget.) He didn't let her see the phone in the box, didn't offer warranty, insurance, accessories, none of it. She bought the phone and he didn't offer to help her set it up, didn't tell her how to transfer her stuff, didn't even mention the SIM card. He simply pushed the box across the counter and said she's good to go. When she got to the car, she couldn't figure anything out or how to even get into the phone, so she had a breakdown and cried because she just signed up for a 1k phone that she thought she couldn't use. After she composed herself, she went back in and asked one of the female employees if she could help and explained what happened. That employee told her no straight to her face, all she did was switch the SIM. Didn't explain how to or anything either. I had to help my mother set it up the rest of the way when she got home. Jump to like a week and a half later, turns out he signed her up for the phone upgrade plan and insurance. (Keep in mind, she was not informed of this or spoken to about this.) After a call to the manager who seemed completely uninterested in the issue and a call to corporate, me and my mother went back to turn in her old phone so she could get credit to the overall price, we were greeted by a really nice employee who I unfortunately did not catch his name. He sat us down, started going through the process, examined the phone and said we were set, all we had to do was log into my mom's google account and wipe the old phone. We had some issues getting it wiped so we went into the parking lot to leave when we then got into the account. My mom waited outside because she wanted to wait for that same employee and he was busy. Nicholas insisted on helping her which she even said she would wait. He sat her down and started examining the phone and said there was a small crack on the corner so he couldn't take the phone, after the other guy said we were good. This is when my mom started getting irritated and the situation got worse. Nicholas started to be rude and snarky with my mother. He stated again that he couldn't take it before saying that he could only give her 22 dollars credit when the other employee said she would get full. She was beyond confused and upset by this point and said to Nicholas that she had a horrible experience with him last time. He then proceeded to say no she didn't, she was smiling during their previous encounter and that he could prove it because they had cameras. My mom is very serious about Covid and kept her mask on the whole time during both interactions. She said she wasn't and Nicholas said he could tell she was from under her mask. My mother was fed up by now so we left with the old phone and just went without the credit. The old phone has more use than $22 left in it. My mom was so upset that she started to cry in the car on the way home because her anxiety was so bad by then. Me and her will never do business with At&t again after our phones are paid off. Any customers that are debating shopping here. DON'T! Go to a different company. We are still confused why Nicholas acted like this on both occasions because while we were being helped by the first employee, Nicholas looked like he was being polite and professional with the customer beside us. He only started acting rude when he was helping my mother, which we suspect was because of her pride mask. (I'm not accusing him,...

When I say that I’ve never had such a bad experience with a company in my entire life, I mean that quite literally. Raymond is the last person who should be working in a customer facing role. He lied to me from the second I walked in the door. I came in with a broken phone and asked how I could get out of my contract. I explained that I had had such bad experiences with ATT in the past (this store has a history of lying) that all I wanted to do was to change carriers. He assured me that my best option was to trade in my phone for a $800 credit, the same price as a new iPhone. We were getting ready to leave for vacation, but he told me we had 30 days to return the old phone. After agreeing to trade in my phone for the $800 credit, I requested a purple iPhone 14. He went into the back to find one, opened the box, turned on the phone, and then realized he had actually grabbed a black phone. He told me that with a case, a black phone could look purple. When I insisted that I wanted a purple phone, he told me that they were out of stock and I was stuck with the black phone since it was already opened. When I checked online later, there were actually purple phones in stock—just another lie. Raymond said that my phone was taking longer than expected to transfer information, so I should take it home to finish the update and bring it back the next day. I told him that I was going on vacation, so I wouldn’t be able to come in the next day. He assured us that we had 30 days to return the old phone as my trade in. When we returned to the store after vacation — 16 days after purchase — we were informed that the old phone was only worth a $350 trade in credit, and not the previously promised $800 credit. Raymond then accused my husband of lying, saying that we had swapped the phone or that he had never seen the condition of the old phone. That is a lie because I came in with a broken phone, explaining that I was there because my phone was broken. Raymond held my phone and scrolled through it before going into my iCloud to sync the new phone with the old phone. He was very familiar with the condition with my phone. From the second that I left the store to go on vacation to when I returned, the condition of the phone did not change. We then requested to return the new iPhone 14, since it was clear we were not getting the promised credits. They told us that we were out of the return window. After spending 2 hours on the phone with customer service and hearing more incorrect information, I wasted a second day driving to two separate ATT stores who gave me different information and told me that both Raymond and the corporate customer service had given me wrong information. So now I am left with a broken phone, an ugly black iPhone 14 that I never would’ve purchased, and either an $800+ bill or a 3 year contract with the worst company in the world. This experience coupled with the absolute trash customer service from corporate ATT has caused me and my entire family to switch to Verizon. At least they accept any condition of...

I saw that most of the negative reviews were in the last few months, so I was a little wary of going it. When I got there the representative told me that they had recently got a new manager. The new manager was on site and clearly running the floor to get people seen as quickly as possible.

Had an appt for noon & was seen asap (a couple of walking took longer than anticipated). Apologized for the wait (really? For like 5 min?!? Nice) I had gone in because when I changed my phone, I plan I got upgrade envy. I have an iPhone SE and really wanted to go for the eight. I knew they didn’t have the one I wanted in stock from the website. The rep helping me double checked at the back for me, so when he didn’t have exactly what I wanted he brought out the three next best options. (same model with fewer GB, and next two tiers up) The next two levels up are really too large for my hand (I don’t know any women that have a plus), & I explained that I really did need more GB. I was planning on doing the trade-in, so we went over a couple of options. Either ordering it with him and having it sent to the store, bringing my trade-in to have it wiped and exchanging; ordering it myself online and still swapping at the store; ordering it myself online, using the insurance I had forgotten I had, and letting the rep on the phone talk me through wiping it. Although he works on commission, James told me that his area was piloting new software, and for some reason it would not allow him to only have me pay the $130+/- both the website and the app showed I would have to pay. Through the system I would’ve had to pay closer to $200. He also pointed out that I would be eligible for the free upgrade in just eight months. So he was recommending either waiting to get it for free or doing it through the website myself. Neither of which could possibly get him any kind of commission. (he didn’t say that part, but I’ve worked sales for commission) i’m debating waiting the eight months, but I’m taking his $70 worth of advice and making the purchase online if I do it in advance. Since the 8 is larger & I knew a lot of my Quitman it would no longer work, I did ask him to spend some time going over cases and dashboard mount for a classy person with me. When I had to in my hand and was talking about another, he let me know that he could do A discount for getting three or more accessories. Save me about $20 with that. They were all things that I would’ve purchased anyway, but this way I had an expert help me pick it out and I got the discount. If I opt to go in the store, I am definitely going back here and hoping I will get James (Carpenter) again. He was very straightforward and very patient with my millions...