AT&T Store Florence Mall Road

Wendy was fantastic. She made the process easy and fast. She helped me through some of the struggles I went through, I highly recommend her.

My wife dropped her phone and broke it so we stopped in to get a new phone. One employee was working with a customer and there were no other customers besides us. We put our name on the list and we sat there waiting for help. Derick the store manager and another manager we’re leaning against a wall talking to each other while playing with a racket all ball. I approached them to see if someone could help us and Derick said NO. Caught me off guard so much I replied “Excuse me? Are you saying I can’t get any help?” Derrick said “That is correct, we are not going to help you and you can wait for the other employee” I then turned to my wife and said under my breath “you’ve got to be f**%# kidding me” Derrick then said “You have to leave” He made us leave while 3 employees sat around doing nothing except for the 1 helping the only other customer in the store. He said he didn’t have to wait in a customer because he was the store manager. I then asked if he had a card, he replied “We don’t give out our names to anyone” the only way I was able to find who he was was by going to this website and seeing his picture. I have never experienced worse customer service in my life. How a store can have someone as a manger like Derrick is quite embarrassing. He would be fired immediately if I were his regional manager.

Customer service is awful. Was in store Dec 10 Sales person not in store Dec11. Made appointment for Dec 12 at t 4:30. Got there early my sales man Joshua B not in that day. Spoke to Adam asked for manager! Wasn't leaving until something was resolved. USELESS! I SPENT HOURS ON PHONE WITH CUSTOMER SERVICE ON DEC 13. I FINALLY CANCELLED DIRECT TV. THEY OWE ME A REFUND OF $19.95.WAS TRANSFERRED TO ANOTHER DEPT FOR REFUND AND CANCELLATION. I THOUGHT CRICKET WAS BAD! THEY ARE BEHAVING JUST ATT NOW! IM 75 AND NEED A SIMPLE PHONE PLAN. NOTHING SHOULD BE THIS DIFFICULT! IM UNRESOLVED ON PHONE END IF THINGS AND JOSHUA B PUT ATT ON MY OLD PHONE. THEREFORE I DONT EVEN OWN AN ATT PHONE YET. JOSHUA B WAS WHERE I BEGAN THIS PROBLEM .ADAM EVEN TOOK HIS MASK OFF WHILE I WAS SUPPOSEDLY SOCIALLY DISTANCING IN THE STORE FOR APPOINTMENT TO DISCUSS WHAT WAS MY PROBLEMS. ID ADVISE PEOPLE TO AVOID THIS GOD FORSAKEN PLACE OF BUSINESS!IM COMPLEATLY EHASUTED AND NO SOLID ANSWERS! I'm a retired ATT employee. OLD ATT WOULD NEVER PUT UP WITH THIS!

Went to Florence retail AT&T store to upgrade AND add a line to my account. The retail store was out of stock on my upgrade. The employee told me my upgrade would be ordered and delivered via FedEx and then took $66.00 from my bank account for the sales tax. FedEx delivered me an EMPTY box so I drove back to the retail store where I ordered it. Derrick, the store manager did his best to help but obviously has no "authority to help anyone. This is NOT his fault, he's only allowed to do what HIS boss allows. I was inside the store with my empty box for 3 hours and left with an empty box and no credit, even though they received a shipment and HAD MY UPGRADE IN STOCK. I've been a customer since 2012 and you STOLE from me 2 weeks prior to Christmas and STILL DO NOT HAVE MY UPGRADE OR CREDIT!!! Why did Derrick, a store manager, have to be transferred 10 times to Loyalty over 3 hours while I waited?? Why did he not have the authority to hand me my upgrade on the spot, since they did have them on the shelf?? You may have lost a customer of 8 plus years AT&T.

Terrible customer service, me and my sister walked into the store we were NOT greeted, two employees just continue to talk to each other and didn’t acknowledge us. 5 minutes later they walked up and asked to check us in, we checked In they said we would be next. We preceded to wait 30 minutes while an employee sits at a table with her legs up relaxing. Also multiple people came in and went before us, they did not have an appointment I ASKED! It’s sad that due to covid retail stores are using that as an excuses to have poor customer service.