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December 2023 by Jeann T.
Horrible service even by the manager. Purchased my phone 17 days ago and show proof that the iPhone 15 Pro has been giving me issues from the day I bought it. I asked them to exchange the phone and they told me to go to Apple that they couldn't do anything about it. I even have insurance with AT&T and they're offering me a refurbished phone or something I paid over $1000 for 17 days ago
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May 2023 by Jorge V.
DO NOT GO HERE! And if you have to purchase an iPhone just purchase it from Apple. I purchased an iPhone Saturday 4//29/23. By Monday, two days later, i found it to be defective. I dropped by Monday evening. And spoke with JASON. I showed him the phone and he agreed it was defective. I could either return the phone with a $55 restocking fee or exchange the phone with exact same phone. I chose the latter. Jason proceeded to the back to grab the phone and make the transaction. He comes back and states that he spoke with his manager MELANIE and we would still have to pay the restocking fee. I was floored. I asked to speak with her and he abruptly said she went on lunch break and to come back in an hour. Are you kidding me? What a LIE! I asked him to ask her if she would make an exception and come speak with me. To no avail. Then JASON proceeded to change the story and said he wasn't initially sure if he could do the exchange transaction. Another lie! Or he is just untrained on company policy and procedures. I have been a AT&T customer for 23 years. Guess what! Not for much longer. This sealed the deal. Avoid this location and avoid JASON and MELANIE altogether. This is how AT&T treats their loyal customers.
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July 2022 by Cyndie V.
I really hate that I even have to reward them with a star in order to share this warning because this store is literally the Worst place ever!!! Not an exaggeration. The prerequisite for working here must require a lack of professionalism and people skills. First of all their kiosk Never works, at this point it's just a decorative piece (of crap) in the store. Instead of delegating someone to tend to the customers who are there solely to make a payment (a 5 min in & out process) they'll have you wait nearly an hour before addressing you. Furthermore they stop taking cash payments at 7:15pm yet the store closes at 8:00pm. I wonder if corporate is aware of the lack of organization & inconvenience they're causing loyal customers. I literally live in the estates behind this store (Keystone Point) but from this day forward, I rather make the drive to another branch in Aventura (in the Burger Fi plaza) where there's an actual functioning kiosk that shuts down just 5 minutes before the store closes. The employees at that location are refreshingly much more pleasant to interact with & don't appear to hate having a job that enables them to accommodate their Financial responsibilities.
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June 2021 by Martha R.
Just went in this morning after a long line trying to unlock my phone Samsung galaxy passcode. The were 2 guys and a girl. The idiot told me it's impossible to do it and sent me home. I call attt n they told me to go back to factory reset it. Very easy. Just very lazy.
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November 2020 by Jason L.
This att store is amazing. I have visited the other ones and they just don't have the same feeling. This at store the team really shows they care When it comes to technology and cell phones everybody's always worried This AT&T store has a bunch of people that really care about what they do and care about their customers I wanna give a shout out to Willie for always going above and making the experience amazing.
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August 2020 by Mimi N.
Have to say Alberto went far and above to help us . Really appreciate his persistence in helping us with our problem
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January 2020 by Cathy V.
The manager at this store broke a phone, charged for the prepaid line and did not refund upon breaking phone. Do not come here! They broke a good working phone and her only explanation was that she does this 15-20 tImes a day. Well, you broke a phone! And charged for a line I cannot use. At&t is the worst, please go to verizon! Saidy is incredibly condescending , when asked tO call customer service from store she declined and said that at&t is a corporate store (who doesn't know that?) she also suggested we do aa chargeback instead of helping. Never get a prepaid line here and beware of the jerky attitude. She hung up without any courtesy.
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December 2019 by Gregory H.
THIS REVIEW IS FOR THE ATT PLANS AND SERVICE........NOT ANY STORE OR EMPLOYEE. This ATT store has good employees. It's a shame that ATT hides behind their store because my issue is with the main corporate clowns. I was with ATT for many years and had 4 lines along with their internet and TV. I got sick of paying $200 a month for phone service and over $300 per month for the net and TV so I looked around to find something less expensive. TMobile has a plan for the over 55 crowd which is $35 unlimited text, data and talk. I got rid of two lines and kept two so I'm at $70 a month with free texting in most countries also. The best ATT could do was $130 a month for two lines with same plan except they'd charge additional fees for all texts outside the US. ATT doesn't give a damn for the senior crowd. They have a four phone plan for $140 a month but all I want is two phones now. I tried to work with them before I left for TMobile and I called them back a month later after I was with TMobile but they're stubborn headed and refuse to match the deal. ATT sucks for customer retention. I downgraded my TV to basic and still have their fiber optic internet but I'm still paying $165 per month for the simple stuff. I'm trying to find a good deal for the net and TV so suggestions are welcome.
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December 2019 by Tammy D.
Every-time I go to the store is always have to wait a long time they need more employees I was there today since seven in the afternoon and the staff came to help me at 9 pm is horrible to wait so long to open an account
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November 2019 by Erika K.
If I could give a negative star, I absolutely would but the overall rating sure says it all. The customer service is beyond terrible here and they do not take appointments and customers' time serious here at this location. I personally went on a Friday night to this location to make an appointment for the upcoming Monday at 11am to schedule an appointment with Anthony and then I received confirmation for the appointment for a wrong day via email. I called this location back to change the time and date to the original requested date and when I went to this location for the 11am appointment on Monday, they said Anthony was not in just yet and to come back at 12:30pm instead. I came back at the promised 12:30pm appointment to see Anthony and he was no where to be found. Coincidentally, there was no supervisor or manager here. All of the other staff hid to the back. I have been with AT&T for over 30 years. All of my family's cell phones, internet, tv, etc. is through AT&T but I can not recommend this company to anyone any longer. Hands down, the Worst Customer Service in Miami. They might as well close this location and strictly have online services with robots assisting their customers because they would do a better job by accomplishing their customers' needs.
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October 2019 by Julieta C.
I have been living in this city for the last 20 years and I have never been in a store with such a horrible customer service. The employees at this location don't care about the store, the company and the clients, very rude, arguing with clients, bad attitude.
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September 2019 by Jaqui B.
I called the store and the phone rang and rang and rang....I called multiple times. I felt like a psycho ex girlfriend! After 8 calls no one picked up. I ended up preordering my new iPhone from Apple.com because not one employee was able to answer the phone and answer one question. Keep it up, you might all end up jobless if you keep on providing crappy customer service.
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February 2019 by Ari N.
This place doesn't deserve the poor star rating it has, not based on my experience today. Everyone is friendly and helpful and they do all they can to help move you through the store without delay. I had an extremely positive experience with the sales associate here. I came in to replace the sim card and the issue was fixed after he quickly diagnosed the problem and offered me a number to report the outages to AT&T where little service is provided and needs improvement. 5 stars.
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November 2018 by Juan M.
I do not know why customer service agents can make you sign in, sit down and wait until someone becomes available and you actually see they are available, they talk, have fun and you can still wait and wait. I left the store after sitting for 15 minutes. Too much distraction specially when you are coming for someone so simply such as buying a phone line. Guys, I am sorry... customers go first.
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October 2018 by Deborah J.
I was a little tentative coming to this location after reading previous reviews, but it was my closest store and I needed to upgrade my iPhone 7 to the XR. I was met immediately by Anthony Morales, who helped me get everything I had already researched and decided on. He made my upgrade so easy and pleasant, with feeling as if I was stopping by a friends house. (Frankly, the store even had a really good music track playing too. ) I've been a customer of ATT since the days when they were Bellsouth. And this was one of the best experiences. He was knowledgeable and helpful down to the accessories I needed. Very much recommend others to stop in, as it's also my understanding that they're actually a new team of trained professionals established there to support and improve the customer experience.
