AT&T Store Sanford Market Place at Seminole Towne Center

When you stop in with a problem with your AT&T phone, unless you are buying something, the reps are not interested in assisting you. I called in today to see if had a particular cell phone in stock, was placed on hold while he checked, waited 10 minutes and he never came back on the line. This is not the same AT&T I spent 25 years with before retiring.

If there was a NEGATIVE 5 REVIEW I would give it in a heart beat. The store MANAGER MUSTAFA should be fired immediately. He doesn't have customer service skills nor the desire to help customers solve problems that his own employees caused. A MANAGERS job is to ensure every customer is receiving good service from beginning to end. My experience is very long as it is a few trips to the ATT store, I tried writing it out but it exceed the word limit for a google Review. IF someone can reach out to me so I can give a full explanation as to why I am leaving such negative comment, I feel it's only fair I explain everything in detail.

I came into this store for a simple upgrade on Oct 5th, Nicole and Braxton were assisting me. They both held my white iPhone XR in their hands with my phone cover removed to ensure a full inspection was made and both agreed I would get $800 CREDIT for my phone due to its great condition because that was the promotion they had going on at the moment. (Neither of them addressed the small crack that was VERY visible on the upper right portion of the screen). I Agreed to upgrade to iPhone 13 Pro Max, since I was getting a big credit back.

Received 13 pro max in the mail, came back into store Nov 10th Nicole/Braxton re-examined old iPhone XR, agreed I'd still get $800 credit. Was then instructed by Nicole to do the phone transfer at my house.
Went home and performed the transfer AS INSTRUCTED by Nicole, came back into the store the next day, Nov 11th to finalize the transfer.

Nicole and Braxton were both off and was approached by Tyrece, I again removed the cover and handed it to him. He then told me My phone would only qualify for $350 credit because of the crack on the top right screen, I told him that Nicole and the other store manager Braxton had both inspected my phone twice, latest time being the day before and they both still said I would get $800 credit for the trade in.

I am infuriated by this point, I was told by Tyrece I would have to pay out of pocket to fix the screen first and then turn in the phone to get the $800 credit. I called UbreakiFix and they told me it would be $150 to fix the screen. I then asked Tyrece if I could get free accessories for my new 13 pro max since I will have to pay $150 out of pocket since the other two employees failed to tell me the truth about my old phone's true credit value. He says he could offer me "BUY TWO GET ONE FREE", This makes me so upset, that is the store's current promotion anyways, to me that is another slap in the face as If I'm not smart enough to recognize he's not helping me or cutting me a deal. I asked to see the store manager, he says he is in a meeting and I told him I would wait.

STORE MANAGER MUSTAFA, approaches me, I explained the matter to him, instead of apologizing for his employees mistakes, he instead starts to antagonize the situation by saying, "Well the point of the matter is your screen is cracked and you wont get $800, you only getting $350, you left the store yesterday and coming today to turn in the phone and anything could have happened from yesterday to today", basically insinuating that I am lying and that the phone damage must had happened in the time between leaving the store and coming back.

I then tell MUSTAFA if he could offer me new accessories, he offers me 40% off, I told him I know he could better than that especially since I'm having to pay $150 out of pocket to ensure I get the $800 credit. After more back and forth, I asked which accessories I can get for 40% off? He then says that deal is off the table, I asked why, he says since I demanded a better offer that now he now doesn't feel like offering me it anymore.

I'm in SHOCK and DISBELIEF a MANAGER would behave like this. He proceed to say that he's the STORE MANAGER AND HE COULD DO WHAT EVER HE WANTS. THERES NO ONE ABOVE HIM.

I stormed out of that store and said I will take my service elsewhere. I REFUSE to ever step foot back into that store!! I will be telling everyone I know to avoid this store at all COST!!!!

Avoid this store at all cost, no help after upgrading to new iPhone 12. left store without service because of high volume of new phones. now over 24 hours later and several visits back to store, chat help and on phone help still no help. The store manager even walked from my daughter and was very rude. very unprofessional and lack of knowledge. I find it hard to believe AT&T can't stand behind and help with service less then 24 hours after sale. Mustafa was the mangers names

Update to my one-star reviews...This issue was finally resolved this morning with some help from online chat support. I am giving 5 stars now as the store manager got the process started and helped me to get to the end result. I apologize for my frustration and I appreciate the teamwork to help get this issue resolved for me.

I brought in my old phone to this location on Saturday February 8, 2020 at around 3pm to complete my trade in...I was given a receipt and told I could go. fast forward to March and I have a charge on my bill for the phone because IT WAS NEVER PROCESSED. I tried to call customer service to get this resolved and I was instructed I had to go back into the store. Then COVID blew up...I have been trying to get this resolved remotely but ATT is saying I have to come back into the store in order for them to find the phone they show as dropped off but not processed. Absolutely ridiculous