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December 2025 by Ramon Benevides
My name is Ramon Benevides, and I am writing to formally express my profound disappointment and distress regarding the experience I had at the AT&T store located on Ferry Street in Newark, New Jersey.
I never imagined that I would go through a situation like this inside a company of AT&T’s size, reputation, and market relevance. Precisely because AT&T is a large and well-established corporation, I expected professionalism, preparedness, and respect. Unfortunately, I was negatively and painfully surprised by the lack of training, empathy, and basic problem-solving skills demonstrated by the store’s staff—particularly by the store manager, Mário.
On the morning of Saturday, December 20, I went to the store with my wife and my six-year-old daughter to upgrade two iPhone 16 Pro Max devices to iPhone 17 Pro Max models and to purchase a new iPad. All required payments were made correctly and in advance. However, during the data transfer process, a technical issue occurred, most likely caused by instability in the store’s internal internet network.
What should have been a simple and routine resolution turned into an exhausting ordeal. My family and I remained inside the store from approximately 11:00 a.m. until nearly 7:00 p.m.—over eight hours—without any effective solution. This prolonged situation was especially distressing given the presence of my young child, who became visibly tired and uncomfortable.
Throughout this entire period, I made reasonable and cooperative suggestions to help resolve the issue, including taking my original device home to complete the backup on a stable internet connection or leaving both devices at the store so the transfer could be finalized and delivered the following day. Both options would have easily resolved the matter. Yet, instead of dialogue or empathy, I was met with indifference, poor communication, and a complete lack of leadership from the store manager.
The way I was treated left me feeling disrespected, mistreated, and emotionally exhausted. The absence of courtesy and consideration was deeply upsetting, especially coming from representatives of such a large corporation.
When I finally requested the cancellation of the transactions due to the store’s inability to deliver the service, the situation worsened further. I was shocked to discover that I was subjected to abusive and improper charges. I was charged $50 for the “return” of each device that I never took out of the store, and fees totaling $140 that had already been paid were not refunded—charges for services that were never completed or delivered.
This experience caused not only financial loss but also a deep sense of injustice. I left the store feeling harmed, disrespected, and extremely frustrated. As a result, I will be transferring my mobile services back to T-Mobile, where I have never experienced anything remotely similar. I will also pursue formal complaints with the appropriate consumer protection authorities.
While I acknowledge that this may not represent AT&T’s official customer service standards, it is unacceptable that employees are allowed to handle customers with such lack of preparation and humanity. A situation of simple resolution escalated unnecessarily due to the absence of empathy, communication, and accountability.
I sincerely hope that this complaint prompts internal review, corrective measures, and better training, so that no other customer—especially families with children—has to endure the same level of mistreatment and frustration that I experienced.
Sincerely,
Ramon Benevides
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November 2025 by Carmen Quinatoa
Leslie helped me last weekend and she was very helpful. I’m thankful for her great customer service experience.
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November 2025 by Onã de oliveira
Leslie helped me the other day. I was happy with my Service!
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November 2025 by Suretha Rone
Dana at Ferry Street AT&T Store in Newark,N.J is an iAbsolutely 💎
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November 2025 by Jeanette Little
Leslie & Sebas were absolutely incredible! They went above and beyond and I'm forever grateful for them. I left the store a happy customer and with the new plan that I was able to get, I'm bringing my teenage daughter back to AT&T.
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October 2025 by Eliene Krause
Sebastian was very knowledgeable. Friendly.
I’m very satisfied with the excellent customer service at the store !
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October 2025 by Vitor Lucas
João treated me very well and solved my problem
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October 2025 by Imran Syed
Great service. Busy store with people who still care about each customer. Bringing the rest of the family to trade in their phones too
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October 2025 by Bonilla Orlando
Mario was fantastic! He was very knowledgeable, patient, and had such a positive attitude throughout the entire experience. He took the time to answer all my questions and made sure I felt confident with my purchase. Excellent customer service — thank you, Mario!
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September 2025 by wagner pereira
Juan from AT&T Newark is a good professional.
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July 2025 by Anderson Barboza
Excellent Service.
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July 2025 by Phil Antonio
helpful
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June 2025 by Glenn Anderson
Great service from Brandon
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June 2025 by hennesy guzman
justin gave me the best service he need a raise
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May 2025 by David Sena
Great customer service Justin was a great sales rep
