AT&T Store — Local services in Gainesville

Edit: Adjusting to 3 stars. I had the order cancelled and did it through a different store so due to the convenience and poor initial experience with this AT&T. I was eventually able to get a hold of James, a manager at this AT&T, and was pleasantly surprised with his ownership of the issue. He could have taken the opportunity to allow the other store to carry the torch but instead he followed up directly with me to ensure I had gotten things sorted and provided advice as to potential pitfalls. Though this was a poor experience with the sales staff, once James got a hold of the situation, he did a great job of making me feel supported as a customer and like I had an ally when dealing with the large corporation instead of just passing the buck.

Original Review: Converted to FirstNet and received the apple watch promo. The sales rep was clearly struggling with how to use the online system. We looked together and I gave him my physical address for shipping and clearly explained my unique situation where I would not be able to use my billing address as it was a PO box. None the less he managed to send it to the PO box.

I have spend WAY too much of my personal time trying to get this handled. No one wants to simply own the situation from the At&t side and instead I am pushed to self-manage this rep’s mistake by calling customer service and checking my shipping status and then customer service is claiming I am tied to this store for this order otherwise I will lose my promotion. I have already dug 2 and a half hours into this in-store and phone time alone and it still isn’t close to being solved. I ordered these items on 5/5 and bet your bottom dollar they will hit my bill asap but I am no closer to having them in my possession 10 days later.

I am going to reach out to a different smaller AT&T to try to get my business handled and hopefully they will extend the personalized care I have gotten from other AT&Ts, instead of just being shuffled around after they have my money.

I called for a 3rd time to this physical store and an hour ago was once again urged to call customer service. When I asked directly for a manager I was told that he is “in a meeting” and will call back. Hoping he will take ownership of this issue and see it through but based on how the staff has handled this so far I am doubting that callback will happen...

On February 28th, 2020 I stopped by the Archer Road AT&T store to deal speak with a customer service representative regarding a account/billing issue. I was greeted and assisted by an AT&T named Felix (I unfortunately did not get his last name). Felix was very helpful and knowledgeable regarding my issue and explained in detail as to why my bill had not been credited and was able to provide me with an estimate of next month’s bill.

Felix was also able to provide me with other helpful information on another long standing billing issue I have been having and how I may approach it with customer relations over the phone. All in all as a AT&T customer for over 26 years (i.e. AT&T, Bellsouth, Cricket Wireless, etc.) I am very impressed by Felix’s customer service skills. And as Felix walked me out the store, I was greeted/recognized by another employee (Greg) whom I had recently dealt with regarding another billing issue.

Throughout the years I have left AT&T a few times (due to billing issues or to lower my bills... just being honest here), however, I have always come back because of the people. When people ask me about AT&T, I am honest with them. I tell them that of the big 3-4 companies, AT&T might not have the lowest cost plans, but they are competitive and have a lot of great free benefits for their customers to take advantage of. But, the “Actual” customer service folks at the store is the reason why I have stuck with them over the years and continue to come back even when I have tried another cellular company in order to save a few bucks. There just is no comparison to comfort, reliability, and consistency when it comes to Good Customer Service like I have come to know at the Gainesville Archer Road AT&T Store.

Thank you All for what you do! You are running a great store Travis. It was a pleasure meeting...

If I could give no stars thats what this store deserves. Kim has helped me a couple of times and try’s her best. The problem is not her she is worth 5 stars and deserves to be in a store that can kee up with her. The problem is the “ store manager “ Austin who neglects his customers and pawns them onto sales associates. When I was told he called me and left a voicemail, That i did not receive he fought with me and said “ I will send you screen shots of my call” He is a joke of a manager. I have had numerous problems being a 1st time customer with my 1st months bill. I have tried to call into ATT customer service and have talked to the billing dept, loyalty dept, finance dept, general customer service and have gotten nowhere with anyone I was also hung up on from reps and I had to call back multiple times. I was charged multiple times for my 1st bill. I have been trying to get my money refunded since May 14th and it is now May 29th. No refund. This company is a joke. The only reason I have ATT is because it is the only service I can get in my rural area. And its only 2 bars max where im at. I have called into ATT again and finally got someone who was willing to help me until we got down to the bottom of the problem, that phone call took getting through 5 people and 1 1/2hrs on the phone. He was able to give me a credit that this store was not even willing to do for me nor offered me. DO NOT GET ATT SERVICE AT ALL! Not recommended at all due to neglect of customers and there needs.

Side note: when I also told Austin I would be making a review online he said go ahead. So therefor he is not there to manage or help people. Disappointing a “ store manager “ Would be ok with someone leaving...