AT&T Store — Local services in Jacksonville

First issue: We had a three hour wait after checking in. The issue with this is you can’t track where you are on the wait list and no notifications are sent. You have to wait in the parking lot and cannot leave.

Second issue: We were simply upgrading phones. We were handed phones and told to activate and update them when we got home and were on WiFi. So drove 45 minutes home with no phones.

Third issue: Get home - go to set up new phones one is missing SIM card so we can’t do anything. Tried calling store at closing time of course no answer and no return call.

Fourth issue - Case for new phone is wrong. Will not fit and this is case rep picked out and handed to me.

We returned to store first thing this morning and we’re 2nd in line when they opened. No apology for the inconvenience - nothing. Exchanged case and got SIM card for phone. This took 40 minutes (time with rep).

We have always used this store and am completely disappointed in service this time. I agree and understand the need for social distancing but there has to be a better system. And after waiting that long to be seen we should not be rushed through and basically told your on your own.

I should also say there were three other clients waiting this morning when store opened who were also there yesterday for the same amount of time.

Also if you try to make an appointment. Good luck. None available for a week. When I looked at appointment board they are only scheduling one...

Don't trust the representative in this store. My daughter and I went in to get new phone. The representative said my daughter would get $800 for her apple trade in and I would get $1000. She said I could get the 20 note in the memory I wanted. She gets online and tells that I can't get the phone I want. I said ok. I would go with the apple then. She changed our plan and didn't explain anything about the new plan to us. I asked her twice to verify we would be getting $800 each for our trade ins. She assured us this was the case. We placed our orders and she does the trade in for our phones. She then ask to see my daughter phone again. Then said she had made a mistake we would only get $350 for her phone instead of the $800. I told her that was a problem. When we where assured that it would be $800. I told her to cancel the order. She said we where still going to get the $350 in credit. I could believe that she thought that was going to be ok. We have been customer since 1994 and this is how we where treated. We wasted a half of day and still don't have new phone. Now I have to wait for $250 to be put back on my account. That I was charged for taxes. I also called and talk with the assistant manager and there was no sorry. Just an oh well sorry about your luck. This store...

The staff at the Jacksonville AT&T store was polite and helpful. I had a cracked phone screen and some issues logging into my AT&T and Direct Tv accounts. There was no technician on hand to fix my screen, but I was given the number to call to set up an appointment in Springfield. Lindsey, the young lady helping me, resolved the issues with my accounts very ably. I’m always treated well there. However, my main problem wasn’t resolved. When I called the number I was given to get my screen fixed, there were no technicians available in the area to fix it. Because it is my only phone, I could not send it off to be repaired. So even though I have insurance, I had to pay $199 to have my screen repaired at an independent business that does that work instead of the $29 deductible. It was done in 30 minutes. More needs to be done to provide minor phone repair services to those who can’t afford the time to send their phones away. Some kind of offset of the payment to have the phone repaired somewhere else or an insurance voucher would be nice. The AT&T store itself would have received five stars. They did all they could do to the best of their abilities. I gave only two stars hoping that someone would read this review to see why and determine an answer to this...