AT&T Store Fort Myers Jamaica Bay

Awful customer service. Buyer beware of restocking fees even for even exchanges of exact accessory, different color. Purchased a phone and accessories on a Saturday. On Sunday I went back to exchange the phone CASE identical item for a different color. They told me to come back tomorrow they couldn’t do it. The manager only has the password and he’s off today. Seriously? I told them I’m not coming back tomorrow (I work) / just give me the new item and take back my exchange and do the computer transaction Tomoorrow when the manager is in. Nooooo they can’t do that I have to be there to do the transaction. I asked why. They didn’t have an answer. They had the manager on the phone. So then they make it sound like they are doing me a favor bc the transaction requires the manager to waive a restocking fee. WHAT? They tried to tell me that the case I bought yesterday and returned in the original box perfect condition was now considered a used item. (I could understand if it were the phone but this is a phone case). Ridiculous. So are they really arguing their policy is for everything they sell to have a restocking fee even when you exchange something like a case for another color? And seriously are they saying they won’t resell that case at full price (of course they will). The they said if I wanted to take the new case I’d have to pay $55 for it instead of the $40 I already paid for the other one yesterday. Beware of this att reseller. Stupid policies. Stupid management. Obviously don’t understand customer service if their answer to an even exchange is “come back tomorrow”. Or pay even more for an even exchange of a phone case.

Keenan was very helpful and polite! Appreciated the attention he gave to us.

Still waiting for a phone call to figure out the mess of a plan I got. 2 employees promised I would get a call weeks ago. My bill increased triple and it will be tough to pay. I hate the phone and plan that I got but am now stuck with it. It was so confusing each time I went in to cancel what I got. I was told 4 weeks, then 2 weeks. I was passed that when I tried and was told no. I even went to another store to seek help but was told I had to stay with this one. Wish I had never gone in in the first place.

The district manager for this store Marcus is horrible.You cant believe anything he says. We went to buy one phone for my wife and he talked us into getting a bogo deal and said we was elgible for this deal even though we didnt have the unlimited phone plan. Last year in October 2019 we purchased two samsung note 10's one was supposed to be free per Marcus and after three months of waiting for the bogo deal to go in effect on our bill we found out we were not eligible this bogo deal required unlimited phone service. Of course Marcus said it didnt require the unlimited service. Anyways to make a long story short we are still paying for the phone that was supposed to be free. Marcus keeps saying new reason why he hasnt given us any credits for this phone that costed $1,000. We just want to leave At&t and be done.

Great customer service from all especially from Melissa Ramirez. Definitely recommend.