AT&T Store — Local services in Key West

The customer service of this location is TERRIBLE! We went into the store to upgrade my wife's phone. Upon entering, we were asked if we needed help. I told the employee what we were doing, and the two phones that we were trying to decide between. I asked a few cursory questions about the capabilities of the phones, and she gave overly basic, uninformed answers. (Example: Me- I'm trying to compare the camera specs of these two phones... Employee- Looks at both phones "Well, this one has one camera and this one has two...") So I asked if they had a spec sheet to compare two phones side by side. They did not, and I realized that I might as well just google it on the phones in question. After we decided on which phone we wanted, we had to approach a gaggle of employees who were standing around talking and laughing to get checked out. When we started getting into the activation process, I asked if we could just purchase the phone and activate it at home, much the same way you would if you order a phone online. We were switching from the iPhone to an Android phone. The employee told me "To give you the best price, I have to activate it here at the store, and you'll loose all of your voicemails." This was either severe misinformation, or a straight up lie. The pricing is because my wife is at the end of her contract, and due for an upgrade at reduced pricing. The voicemail is stored on AT&T's network, and then stored on the phone as a "client." So both pieces of information were incorrect. I informed her of both of these issues, and she began to get frustrated. My wife asked for a manager, and as the employee walked off, she said "what? To tell you the same thing I'm telling you? You're rude." At this point we were pretty angry. It took about 5 minutes for the manager to finally come out, and he explained everything, although, without apologizing for the behavior of the employee. We decided to NOT give any of these people a commission, or our business....

I went into the store to sign up for TV service and home Internet service. I was misinformed and lied to constantly. For the TV I was told it was a two-year contract and I was given a price but when the email came through it told me that the price was good for one year and the second year that I was committed to the price doubled. For the Internet service it came out $15 higher than I was quoted. As for the set up I was told that I did not need boxes for the TV because it was all streaming and there was apps on all the new smart TVs Which is totally incorrect, it’s only available on a few select Samsung TVs so I had to go back and get boxes and pay $120 for them. As far as the Internet service set up I signed up for the top speed of 1 GHz and I was told that they use the Comcast lines coming into the house. I told him that didn’t make sense since Comcast is DSL and AT&T is fiber-optic but they assured me that it came through the Comcast lines. When my install kit came of course I was right and you needed someone to come to the house to hook up the AT&T service to the house. I’ve now been on the phone For over two hours trying to schedule someone to come hook up my service. I think I’m going to cancel the service and stick with Comcast. I’ve had AT&T cell phone service for about 40 years and I’ve never been through so much hassle in my life. I even went back in there today and ask for a supervisor and the supervisor kept walking away from me and didn’t have much interest and really helping me. I asked them to schedule the install And they told me I was better off to...

The worst customer service on the island. Couldn't answer basic questions except to quote cooperate answers that didn't explain what was going on. inventory was limited kept trying to sell me a phone that I didn't want. When we finally settled on a phone I was told that I couldn't buy outright that they were not a cooperate store and I needed to finance for three months minimum. When they asked me about protection I denied it and was told that if I lost or something happened to the phone that I would have to pay for it outright which is what I tried to do from the beginning. Then the fees started to mount up for activation which I was told to go home and do that, they dont set it up in store. So when I question why the set up fee if I have to do it myself I was at that point told that I was denied service in a most unappealing fashion, without another word I left the building knowing this operation will not be here long. I wish I could offer a no star rating buyers be where. P.S. my wife went in to buy a phone a week earlier without success because the associate that was helping her couldn't even tell her what the phone cost, at that point she got up and left. She tried to warn me but It was Saturday and I needed a phone. Long and short easier to order online and not have to deal with ignorance on who ever owns...