AT&T Store Port Charlotte Port Charlotte

Went in to do a change to my account and upgrade a phone. Got the change to my account made and was offered the protection plan for $40/mo on all phones but they would remove a $8.99 monthly charge from one of the other phones. (I had tried to do that several times over the phone -worthless). I agreed to it and was told it would cover all phones on the account. We also tried to upgrade a phone. After what seemed like trying to buy a car, we were told that the system wouldn't take the upgrade. Got all the way to the last screen and then it would stop. I was told that he would text me when the system was back to finish the transaction. Never received a text but did notice that I had an email from AT&T with the changes to my account, including the new phone, the new protection plan and of course, the $8.99 that was not removed from the account. The email was sent while I was sitting there but because I was busy with the sales person, I didn't notice. After reviewing that "this is not a real bill" notice and saw that the new phone, that I didn't receive, as well as the $8.99 charge, was on the bill I went back to the store the next day. As soon as I showed her that I had a question about the "bill", she said well that doesn't take into account any discounts. Well, first she should ask a full question without assuming that I didn't understand. She needed to understand that the phone was never received but it was on my "bill". I needed to make sure that I was not going to be charged for something that I did not receive and why should I have to wait until my actual bill comes in to make sure it is correct, because that would be a nightmare. I felt like I was being treated like crap because I had a question about something that got started, by them, and was never finished with minimal explaination. Maybe they should have said that I may receive an email with a "bill" but to not pay attention because it didn't go through. IDK, just explain more to the customer. We ended up go someplace else for the phone.

Customer service was definitely 5*
No waiting. Maira Jaramillo assisted us. She knew exactly what we wanted and took care of all of our needs. She was very pleasant and knowledgeable. Thank you, Maira for all of your help*****

The store was busy! While waiting I had the pleasure of watching Greg. He was making sure all of us were checked-in. An elderly lady was seated and when Greg asked the purpose of her visit. She told him and Greg answered, "You have to call AT&T to get your accounts merged." The lady shared with Greg that she had tried several times and after being on hold for a long time, she hung up. Greg smiled and said, "Let me try. Please give me your phone." The lady did. Greg dialed the number the lady provided, and using the proper terminology, got a live phone representative on the phone. He handed the phone back to the lady and introduced her to AT&T customer service representative. The lady left shortly after. Perfect Customer Service. Greg is an asset to AT&T.
Manager Nick assisted me when I visited AT&T to return our old phones. The experience was a "non-event" which is a good thing.

Went to this store after leaving the Satasota store with a headache. Pulled up to this store and was met outside because of COVID. They took my name and said that someone would be with me soon. Less then 5 min Nick came out and added an iPad onto my account and I also paid my bill. From the first person that greeted me to Nick, the last one to help me, were all friendly and professional. It was so nice to deal with the people in this store. Thank you for helping me with my dads iPad!!! Very fast and efficient!!

Worst store ever!! Went to ask a question about a new phone and prepaid. She said she couldn't help me. When I said the other at&t store helped me the last time, she said I should go back there. Great customer service. I think I'm switching companies.