While temporarily living in Key West for work, my partners phone went to crap. We stopped into the AT&T store for help. The service rep was patient and sooo helpful. He couldn't do much on his end because it all had to be done online. But, he took his time to let us use an iPad and walk us through the steps. He had us ship the replacement phone to their store and we were able to pick it up a day or two later. I wish we remembered his name. He deserves better credit for it. Ultimately, being on a small island without many stores or options, they helped us out tremendously. read more

Janel is incredibly good at customer service! Assistance was prompt and received what I needed. She is great value to the team! Thank you!

This review is not for this store. It is for AT&T in general. I did a trade-in for my iPhone online and when I sent my old phone back in, they sent me an email stating that they received a 128 GB phone, and mine was a 256 GB phone. They also stated that I was not getting anything for the phone. Upon talking to an agent, she determined that it was the correct phone. (their mistake). They still didn't make the trade-in right. They gave me a little something for it. I have been with AT&T for a very long time, and very disappointed in this. I will be switching once this new phone is paid off. Be very aware of what they're offering you for your trade-in. That phone was in excellent condition. They were trying to say that it wasn't the correct phone, and just leave it at that. I sent back the phone that they sent me two years prior. read more

This place is total crap. Wouldn't go to the AT&T even if you HAVE TO. They're such imbeciles, they don't even know how to work a phone/pick it up and answer. ZEROO STARS read more

Bait and switch scam. We purchased two phones with combined trade in value of $1700. We transferred the data, brought the old phones back for trade-in (within the allotted 30 days) and all of a sudden our total trade-in value was only $700. The associate called over several employees to assist and finally called over the manager (Kira). She somehow determined our trade-in value was $1400 but that was not what I was told initially. Check your statements and make sure they didn't do this to you. read more

So my wife's phone took a crap while we were in Key West visiting her family. The young guy that helped was great. Clean cut guy with brown hair. Very knowledgeable. I was about to break down and just buy two new iPhones. Because when in KW... Right? Needless to say he went in the back to get the 2 phones for us and came back and told us they didn't have them in stock. No big deal, we were going up to Marathon that day so we could stop at the ATT store up there. The marathon store basically told us that the iPhones we wanted weren't even available anymore as they were discontinued. (That's why he couldn't find them in the KW store) They did have the new version in stock which we were able to purchase. Needless to say, the guy was nice and knowledgeable so I'm giving this a 4 star. I don't know if he truly knew wtf he was doing, the sales associates in Marathon laughed about it and said he should have know those phones were discoed... And that's all i have to say about that... read more

Broke my phone in key west so bought a new iphone at this place. I bought new phone in full (no monthly payments) and told the guy very clearly i do not want any changes made to my plan (just device change). Lo and behold, my plan ended up being upgraded to their top tier plan and my monthly bill showed as increasing by $40. After over an hour of customer service calls, I was able to revert back to my old plan, but be careful this place is shady. read more

Complete failure of customer service. C'mon guys, we all live on the same Island.....Pretend you care. This is what I pay 200 a month for? Bad bad bad... read more

Worst at&t place you want to go if you are stranded on the keys and have a broken phone. First of, why is it an AT&T store and can't help you with anything especially if your a ling time customer? Never again read more

Absolute worst customer service I have ever experienced anywhere at any store of any kind. When I walked in the store a young lady said, "I can help you." I then told her what I was looking to get from AT&T (just WIFI) and she said, "ok, let me ask my manager a question." She then proceeded to go sit at a table and laugh and joke around while I stood there waiting in the store ignored for 10 minutes after which time I just gave up and left. I called the store the next day to see if I could speak to someone in charge, and lo and behold, I got the same unqualified, un-professional and rude young lady on the phone who proceeded to lie about the previous day's experience in the store. She then hastily tried to end the call when I told her I would like to speak to someone other than her and then I told her on the basis of her terrible service, I would not recommend her or the AT&T store to anyone. At that point she rudely said "good" and hung up the phone. WOW, I can't believe that this is customer service in 2018 and that this lady has a job. Just flat out the worst. read more

Bad experience. I dropped in to trade my bad Note 7 for a new Note 7. The guy brought out two already opened boxes. When questioned about the lack of the plastic cover that normally comes on new cell phones, he responded that they are a green store so it doesn't come on them. Obvious bs. After he brought the second one, we decided to leave but the manager said they had a blue one that was definitely new and unopened. I ended up with that one. No idea what they are up to at this site but very shady read more

I guess Black Friday fatigue... Sign-in queue was completely ignored-of the 3 people that signed in 2 were left without assistance until the very end. Every person that came in AFTER us was assisted before us. Finally received help, asked rep about the terms of service since the online rep promised a free phone with tv/phone service, she was very short and completely unhelpful. Gentleman who was waiting with me from the sign-in gave a look of utter disappointment as he overheard the terse response I received when inquiring. 14 years with AT&T both the customer and phone services have gotten inexplicably poor the last 5 months. Weighing my options for carriers, for sure. read more