AT&T Store — Local services in Palatka

I went into this store today to upgrade my previous phone, I was told my phone would be a thousand dollars trade in value due to the promotion occurring. So I went through the whole process paid off my previous phone, bought accessories and transferred all of my data to my new phone. Well after all of this was done and my phone data was transferred the associate then advised me that my phone would be only worth 700$ and that the promotion that was going on ended July 31st. So I told them I would like to cancel the deal which is when the manager Landon walked over. Landon then informed me that not only could he not refund my payoff I completed only to get this new phone but he would also charge me a 55 dollar re stocking fee. Now was I mad yes did I raise my voice or use vulgarity no. I think I was pretty well tempered for someone who just got bait and switched for 300 dollars.I then left to attend to immediate work and told them I would be back in a hour. While I was at work I looked at my account and realized they also added a next plan on their without my consent. So when I returned to the store Landon informed me that he talked with his district manager about the situation ( I wonder what he really told him) and that the 55 dollar re stocking fee could not be waived nor can the payoff on my previous phone I had made(even though I was lead in the wrong direction and lied to by the associates) so I then informed Landon that I would be leaving and doing business in another store to see if they could make up for this one’s shortcomings. As I was walking out I realized that the next fee was still on there and asked them to take it off the conversation went as follows Me- can you take off that extra 5 something a month you didn’t inform me about before I go Landon- what 5 something Me-the one you added without my approval that I found on my account Landon- that’s automatically added(when I talked to AT&T corporate I found out this was a lie and they have to add it manually) Me- well you could have atleast informed me Landon- we are done hear get out of my store Me-what Landon-get out Me- okay you will be getting some emails

It’s important to note that this conversation was completed in a well mannered inside voice no yelling no vulgarity. But Landon still proceeded to kick me out of the store. Another note I asked for their managers contact information anything email fax anything to which they denied me, so I really do wonder what they actually told their district manager.

To close don’t go to this store make the trip to Gainesville, Fleming island, or st Augustine save yourself from the bait and switch and sneaky tactics. If the district manager reads this please review the camera right above me I was sitting in the back right corner on AUG 2 2025 arrived between 12-1 left for work at 2:18 and returned...

I have tried calling this store for almost 2 weeks and they will not answer their phone. I have tried for up to an hour of continuously going through the menu prompts to contact a store employee and I have done this on several days over the last 10 days to no avail. It rings and rings then asks if I want to try again. I indicate yes and it rings and rings and repeat. No one answers...ever. I called the AT&T Loyalty Department regarding the issue I need to talk to the store about and they tried the store for over 30 minutes and could not get through. Then I went into our store in Gainesville to see if they could get through to the Palatka store, but again, no one answered the phone. The reason I’m trying to talk to someone at the store is due to Chat mailing a phone I ordered for my Dad to the Palatka store (which they never should have done) and I need the phone returned, but I can’t get through and I live 90 minutes away so I’m not inclined to drive there when I should be able to talk to them on the phone. I have 14 days from the date it was mailed to the store to return it, but no one will answer the phone. It’s just entirely bizarre to me...what kind of Customer Service is that? I would give zero...

Have had a issue with att for over 5 months trying to have a account closed and being told by phone customer service problem resolved but every month bill came and I called 2 to 3 hours on the phone and they say resolved. Repeat rhis over 8 times in 5 months. Finally gave up and tryed the local att at palatka to see if a store front could help me but guess what they even have to call and go thru all the same crap we have to. The manager Landon and his staff spent over 6 hours on the phone going thru all the same lies about account being closed but being at a att store they could see real time. They were really surprised by the way things were handled by the phone call centers and really saw my frustration was justified. Finally after 5 months and countless hours on the ohone listening to the bullcrap the issue was resolved by this wonderful well managed crew at the palatka location. I have no words that can thank them enough to go beyond the call of duty to help a customer who was canceling his account. This store takes pride in there company and will do what ever it takes to help the customer....