AT&T Store — Local services in Venice

Don't visit this store, despite its review score. After my bad experience here (see below), I had to go to each of the other two AT&T stores in the Venice area to fix it. Literally both times the other stores had only one other couple of customers getting service, and when I was explaining to those stores' employees how this store was awful (which the employees were unsurprised by), the other customers overheard and said "we just came from that store! They really are awful!" or similar (I'm serious, this isn't a joke. I cracked up when it happened the second time.).

Details: Went here to get an S25+ and Brett misrepresented their deal, saying my Galaxy S9 had to have a resale value of $35 or more to qualify for the 'any galaxy phone, any condition' trade-in deal. I was only vaguely aware of that deal and thought it seemed too good to be true, so I didn't question it. I bought a phone anyways because I needed the upgrade, but realized that night that buying it from Samsung directly would at least get me a $150 discount and also decided I wanted a different color. Returned the phone the next day and ate the $55 restocking fee. Had Brett again and asked if my old phone's SIM would need swapped, and he said "it should automatically swap back". Completely wrong. I called their store the next day (with a family member's phone) and politely asked about fixing it, explaining the situation, and the woman I spoke to treated me like it was my mistake that Brett gave me bad info on the SIM- didn't even try to apologize. I gave up on that store.

I then called the store at 4100 S Tamiami to explain the situation and ask if they could swap my SIM. Employees were MUCH more polite. When I mentioned why I was planning to buy my S25+ from Samsung, they said that my S9 did qualify for the 'any Galaxy phone, any condition' promotion, and I could get the associated $1000 credit (thankfully I hadn't ordered from Samsung yet). Needless to say, I was even more annoyed with Brett. Visited that day, but since my SIM had been changed recently they couldn't give me a new S9 SIM until two days later (they were out of the S25+ color I wanted).

I ultimately skipped getting a new S9 SIM and just bought a phone at the 1187 N Tamiami store two days later, since I called ahead and they had the Navy S25+ in stock. Gabby was delightful and already had the sale prepped before I entered the store, just from my phone call. Was in and out in less than 5 minutes (the other customers were waiting for something, so Gabby was able to take care of my sale in the interim).

And yet this store somehow has a higher review score than both of its neighbors. Don't believe it...

Our phone & text service was disrupted last week during the outage. No worries, but when it came back on all of my services were ok but my husband’s email completely disappeared & he could not get it back. He was unable to send or receive emails. We went to the Jacaranda ATT store. We patiently waited our turn. There were 2 reps working. The one must have been new but everyone must learn sometime. He was unable to help any of the 3 customers before us. He kept interrupting the other rep for help. When it was our turn, he came to help. We explained that we needed assistance with loading him email account. He went in to try to re-add it. He was unable to do anything after about 15-20 minutes. Then he suggested that we go up to the “GEEK SQUAD” as it was not an AT&T problem. We asked if we can wait for the other rep. He said Yeah if you want. The other rep was finished with the customer but just talking about where she was from and was it near where he used to live. Then the 3 of them kept chatting for another 10 minutes.

We finally got up to leave & they were like oh we should be done here in a while we can wait or make an appointment. We said no thank you. We went over to Xfinity in the same plaza and checked with them. The customer service at Xfinity is awesome. We were acknowledge right away they took our name & we patiently waited our turn. The rep we had was AMAZING. We were able to cut our phone bill from $196 a month for 2 lines to $60 a month for 2 lines!! It was a definite no brainer for us to make that switch!! They reprogrammed my husband’s email and got all the lost emails back.

Will not be thinking twice about switching...

Friendly service while they lie to your face. This was a very disappointing experience. This also happened 2 years ago and gave them benefit of the doubt. This time I made it clear that I did not want any extra services, insurance, etc. Noah was the rep we dealt with. We were talked into switching to the senior plan to make our bills cheaper, but it had to require having a another line that we just need to ignore. Sure enough, we got slapped with a huge bill with additional items we did not want, that 3rd line was additional fee, the senior plan was the same rate as our previous plan. We tried to go back to the store for them to correct their mistakes, because they were so nice. They pretended to make entries on their tablet as nothing went into effect when we checked later. They lied again about having the option to do certain things within the ATT app. And that the regional manager will call, but never did. It was just to get us out of the store. I had to sort everything out with Customer Service for 3 hours, just to get my bill to my original rate. Not even the rate that we were promised. It is sad that they are deliberately scamming their customers. We are going to report this store to the AT&T Fraud department. There are many vulnerable seniors that live in the area. They should not be getting...