Hi Chris - I was setup with a "free" trial of internet air for a month by a former employee back in…read moreAug/Sept, returned the equipment and then was charged over $130 for the "free" service. I have spent months trying to get this resolved, have been sent to literally ten different ph#s (two of which they sent me were to disconnected numbers). Connor at the branch has been great, but his form to correct this was denied. So for a family that spends over $600 a month with AT&T, I find it ridiculous that I now have to consider pulling all our accounts that we have had for at least a decade over this. It makes no sense to me for this to be happening. Now I have been sent to collections for the first time in my life and at this point I will definitely consider leaving AT&T.

I absolutely cannot thank Kory and his staff enough today for the assistance on figuring out a…read moreweird account issue! Informative, assistive, patient and very much an advocate for his customer, Kory was able to get my situation handled after dealing extensively on the phone with AT&T's customer service. Additionally, he answered all of my questions in upgrading to a new phone, discussing features, tips and tricks on adding to the account soon. Again, thank YOU Kory and your staff for being rockstars!

The service in this store is real bad. For a Saturday morning of a weekend before the holidays they…read morehave one person working. He's trying the best he can but spending 45 minutes trying to fix a watch while a bunch of other people are trying to get help is a poor customer experience.

Ummm yeah. I don't know where to start. When I first suggested management call me about my…read moreexperience I got a look that suggested I was crazy. I am not crazy. It's Christmas Eve and AT&T has blocked my phone from being used. So yeah. I'm going to need to speak with an individual in upper management. This entire ordeal has been a nightmare. Long story short. I've been told conflicting stories from the store and 611 about what needs to be done in order to resume service. And this has nothing to do with billing since my FIRST due date is 1/2/25. I am beyond furious!!! Did I mention it's Christmas Eve and I don't have a phone??? I have to wait until the 26th to get this resolved. This is a very bad business practice. I will be expecting contact with upper management once this is resolved. CHRISTMAS WITH NO PHONE THANKS AT&T.

Wish I could give 0 stars. Bought a new phone and upgraded my plan. Agents on two separate visits…read moreincorrectly coded the upgrade and we were charged overage charges. On third visit agents didn't understand how it could have happened and connected us with customer service on the phone. After a 2 hour back and forth I finally convinced the agent we should not be responsible for charges. Go to another store or change providers!!!

Walking in and no one greeting me or customers after me is completely insane especially after at…read morethe time that we waited. Whoever is the manager at the location needs a serious meeting about hospitality and communication.

Terrible service. Terrible check in "system". Just absolutely awful experience…read more We walk in and they are busy, understandable. One guy tells us to look around or have a seat... okay. Several people come in after us and another guy checks them in... about 15 min later he asks if we've been checked in. We don't know... we hope so... nope. So all the people that came in after us were served before us. The guys working didn't care one little bit that they screwed us. We even ordered online and were just picking a phone up... still took over 2 hours as we saw the people that came in behind us come and go... I HIGHLY RECOMMEND going somewhere else if you can. These clowns can't run a store to save their lives and don't care even one little bit when they waste your time.

Working with Derek. Was hoping to work with Ian but he was busy. But Derek was GREAT!! He was nice…read moreand very patient because I had a lot of questions. Showed me how to save some money also. Went over all of the options and selections for me. Will definitely be my store of choice in the future!!

I'm very disappointed with AT&T's recent service. Before I even get into this specific location,…read morelet me explain why I -- a long‑standing, good‑standing customer -- had to go in person in the first place. I recently moved and needed to transfer my internet service. According to AT&T's website and reps, it should be simple: enter your new address, confirm coverage, and find out whether you can bring your existing equipment or need a tech. Easy, right? I started with a phone call. The wait time was long, but I followed the texted link and tried the website. I got a "something went wrong" message. No biggie -- maybe the app was down. I gave it the weekend. Sunday evening, I tried again: website, app, even resetting my login. Same issue. My thought process was: it should be as easy as unplugging the box at point A and plugging it in at point B. I'm not an internet provider, so I wanted to confirm the right steps and keep my service with the company. So I called again Monday. The rep (JJ) said he needed to transfer me to another department to "plug in my address," even though I already knew AT&T serviced the area. He said it would be a two‑minute wait -- fine, considering I'd already been on the phone for 20+ minutes. The transfer barely connected before the call dropped. The line was busy. No call back. Just... goodbye. At this point, I was frustrated. I work from home and had a meeting within the hour. I'd already burned through my hotspot data from the move, so my work laptop wouldn't connect for security reasons. I ended up taking my meeting on my phone with spotty service. Afterward, I drove to this AT&T location hoping to finally get things resolved. That was another 20 minutes gone. When I arrived, I immediately noticed a shift from the AT&T service I'm used to. There seemed to be three staff members: one man and one woman helping a customer together, and another woman helping a man cancel a service. Two things stood out right away: * The woman assisting the cancellation was clearly texting or scrolling on her personal phone behind the tablet. * In the pair, one staff member was acting as a translator. My issue is this: I needed a simple service that took less time to complete than my entire wait. I don't understand the staffing execution that day. It took 11 minutes from the moment the rep asked what internet I had to the moment I walked out the door. And -- as I suspected -- the box is a self‑install. He only ordered me a new one (oh, woo flippin' who ), which still takes days to ship. I can understand if the staff member translating was in training, but they weren't really contributing to my interaction. They barely spoke, barely assisted, and it made me wonder why customers weren't being divided and helped more efficiently. And to the staff member on her phone: as a young person myself, it was disheartening. Whatever was on your phone, I'm not sure why it took priority over the customers in front of you. In the adult world, respecting the business you work for -- and the people who pay their money for it -- matters. Overall, this experience was inconvenient, frustrating, and far below the standard I've come to expect from AT&T.

Kevin and Pon were very helpful and provided a hassle-free, affordable, and simple solution to…read morereplacing my phone. Best customer service I've ever experienced.

Aniah was awesome, very knowledgeable, kind and sweet. One of the best interactions I have ever had…read moreover at At&T. She was kind enough to write me notes and build me a quote for me to reference back to. She was the only one in the store and running it like a rock start with all the people.

The in-store experience was great, but the rep I worked with ended up adding 3 things to my bill…read morewithout my knowledge: $8.99 of insurance, $6.01 of support (both of which I declined in store), and $5.00 for the NextUp program, which wasn't discussed at all. He also didn't tell me my trade-in credit wouldn't start applying to the bill until the fourth month, another thing I found out from customer service on the phone later. The only reason I caught all this was because I've been screwed over by phone companies in the past, so I was watching for the next bill like a hawk. I could excuse one of these as an accident, but 4 issues? Either I got the worst rep in the world, AT&T's retail policies are set up in a way to incentivize dishonest sales tactics, or some combination of the two.

I actually dropped my phone and it cracked pretty bad. I called to verify if they allowed walk -…read moreins and the pricing, even though I thought $130 was steep for an Xs - I really needed it fixed. I came by and Cameron was friendly and quick to repair it - he even showed me the hardware of my phone! Thank you!

They were very helpful & knowledgeable. It suddenly got very busy, there was only one tech but he…read moreremained super patient with the person in front of us, even though it was evident the issue was not something he could help her with from his store/service. He gave us a realistic time frame & we came back later for our product without a hitch.

I had to come to the Apple Store because my fell out of my hand and ended up having green light on…read morethe screen. Thank goodness I had apple care, so I had to go to the Apple Store but before going I had made an appointment. I only had to wait about 5-10min from when I walked into the store and told them who I was and what I was needing until the person came to check out my phone. They had noticed that didn't have the part to fix my phone that day but said the item would possibly be a week or so before it came in. The employee was great at explaining everything to me. It ended up being two days later the part was in and I was able to get my phone fixed. I didn't have to pay anything due to having Apple care. It took them about 2 hours to fix my phone so I left the store and came back. They had my phone ready and the screen looked like it never was messed up when I picked it up. I was happy about the wonderful customer service and also how organized the store was. I had bought wall cube because I noticed my phone had been charging slow which the guy explained to me what the issue was and recommended for me to buy a cube in order to assist with that issue. Since buying the cube my phone has been charging like a champion!

What is the point of making appts when you can't get anything done? Only response was basically you…read moreshouldn't have taken an appt @ 6:40 if you wanted something done today. Then why have late appts? So now make another appt to drop it off and a third to pick it up. Ridiculous. Not very customer-forward. They care less about the people in for service or here for pick up than they do for people who are buying new phones.

Shout out to Blewey! Hopefully I spelled his name correctly but his customer service was TOP tier…read more He helped me with additional deals after purchasing my new iPhone 17 pro max. I told him I didn't have the best experience from another location in town and he stepped right in and assisted me. I also purchased a watch and iPad. Thank you for support, humor, energy, and care. It meant more to me than you know! Thank you! - Leah

I would highly recommend this location. My husband and I stopped in to investigate new updated…read morephones. Jon Hernandez spent 3 hours with us setting up our new purchases. He did not try to upsell us, and we very much appreciated his honesty. He fully explained all charges and was very patient with us "old folks". His customer service was exceptional!

I need a new phone and this was my second Verizon store of the evening. I can wait for service but…read morethis store did not even acknowledge my presence. There was no good evening, hello or hi. There was no "I will be right with you". The only action was my exit.

As a military veteran, I have been in a lot of Verizon stores in a lot of places over the years and…read morethis location is definitely in my top three. My husband and I were dealing with a laundry list of things and the Apple Store at Keystone directed us to this location so we could set up the non-phone devices on our billing plan instead of paying cash upfront. Walking in, it looks like a typical Verizon location with a handful of displays and some seating. I had googled them so I knew this was a franchise location and not a corporate location but I trusted the Apple staff - I am so glad that I did! The first time we were there, we sat down with Harold who was friendly and energetic. He got us all the information we needed and helped us start the process. My husband's watch had to be ordered and my phone was toast. Harold handled all of it with humor and professionalism. He got us set up with new devices and gave to me a fair window of time to get the corrupted files off my old phone to avoid transferring them and continuing the cycle of damage. When my husband's watch was delivered, we returned with the files deleted and sat down with Jon who is a delightful and personable man with unending knowledge about the devices and the services. Somewhere along the way, I had messed up and skipped a step with completely remiving the corrupted files and he expertly guided me through what I could and could not do to achieve the best possible outcome. His confident demeanor was incredibly calming. Through conversation, he ended up sending us out the door with even more hardware. Unfortunately the transfer process from my old phone to my new phone clocked in at four hours - one hour past closing time. He provided to us multiple options so that while we were welcome to do so, we didn't have to hang out in the store. We opted to go to dinner and check back in. When we returned a couple of hours later, there were still hours to go so we chatted with Alex (delightful and helpful) and Luther (they are both store closers) who suggested we take both phones, continue the transfer process at home, and bring the old phone back the next day. Perfect! We returned the following day and finally sat down with Luther to finish the trade in process. In keeping with the vibe of the store, he was upbeat and amiable. He quickly processed the return and had us on our way. So four associates, two iPhones, two iPads, two Apple Watches, one home internet box, and a ton of laughs later, this is our new go-to for everything Verizon related. Definitely recommend.