AT&T Store — Local services in Kitty Hawk

I recently switched from AT&T to FirstNet after being a customer for over 16 years. The switching process was miserable. It took over 3 hours the first day.

Initially I thought it was understandable growing pains about a new service and still working out the kinks. It went downhill from there.

I was charged for a second line and insurance which was not disclosed nor authorized. I got my first bill for 3x the amount expected. It wasn't normal activation start up fees, but lots of unexplained charges. Come to find out the store wasn't properly trained and was misinformed from AT&T. As the customer, I was caught between AT&T and FirstNet customer service being told to go home and talk with service and service telling me it has to be done in store.

Despite messages being left and promises of call backs from serveral employees over 2 weeks, multiple diverted calls to the central customer service because they don't pick up the phone if the store has people in the store. I travelled several times to stand in the store only to be told it would be several more hours before someone could help me but the only place to get help with a line was to go in person to the store.

The store eventually told me they couldn't help and had to go back to customer service online, I went back home to call only to be told to go back to the store cause they couldn't help me online. Had to return back to the site to find the only person, Hayden the manager, might be able to help had just left for a week.

After standing in the store with customer service on my cell phone, Micheal at the store, yelled he couldn't do anything and only started in August what did I want him to do? After several more hours/days and calls I thought got the issues ironed out and just got my next bill for over $500 dollars. It was supposed to be $44.

Online can't help and the store was supposed to take care of it. It's a mess. Both point fingers at each other leaving the customer to hang.Just be cautioned that the kinks are not worked out for FirstNet and the stores.

I would think carefully of switching to AT&T/FirstNet or taking what the employees say as absolute fact. I would document and reconfirm anything about the terms of your contract so you don't waste your time like I am tracking down all these issues. And these aren't one-off issues, both Amanda at the store experienced the same billing 'inconsistencies' with an account, as did my husband.

UPDATE: replied to email address given below a week ago and have heard nothing. Sent follow up email for update and still nothing. The owners don't care, they just care about keeping their google score up as they even have the store managers add phony reviews, (see Hayden Williams, current store...

I wish I could rate this experience even less that 1 star. All I wanted to do is buy a new iPhone. I drove an hour to be at this store around the time they opened. Unfortunately a couple of customers were there before me and I had to wait for about 45 minutes to finally have someone acknowledge that I was even in the store. Once I did get to have someone help me, their initial intersections with me were not the most pleasant and they didn’t even acknowledge or try to apologize for the inconvenience of having to wait so long. Anyway, I was glad to finally get help and asked for a new iPhone XS. All I wanted to do was purchase it outright. However, they wouldn’t just sell me the phone and connect it to my account. They said it was store policy that I had to take one of two monthly reoccurring/financing options and that they wouldn’t/couldn’t sell me the phone outright.

So then I looked around for other stores on the island to be able to just buy a phone and there were none. I called AT&T to see if they could help with just getting the store to sell me one or if there was a way for me to buy it online and then pick it up at the store. After over an hour of waiting on hold, talking with 3 different people, they said call and talk with the store manager or regional manager and see if they can help since the stores are not directly owned by AT&T.

So, I called the store and reminded them that I had already been in there this morning. I asked if I could speak with a manager and/or regional manager and they said not this time. A manager may be around later and that there was no way for me to directly talk with the regional manager.

I asked the guy why is it so hard for me to just buy a cell phone. He said it is because “the store doesn’t make money on the sale of an IPhone only on the monthly plans”.

So, at this point, unless I’m willing to drive over 3 hours one way to get to an apple store, I can not get a phone down here and get back up and running. Who would have ever thought it would be this hard today to just buy something.

Sorry to rant, but this experience has just been one of the worst in customer service I’ve ever had and I used to have a tech support business. It’s so bad, that after being an AT&T customer for more than 20 years now I’m considering leaving...

We got scammed at this store by a young man! We live at VA and went on vacation to Outer Banks during the summer. My husband's phone completely stopped working so he decided to go to the nearest AT&T store to see what options were available for him, the store was busy so I went to Target with my kids while my husband stayed at AT&T. The guy who helped him told him that the best option was for him open a new line and get a new phone and get a promotion they had back then, that he could help him to close the line after if not he could go to any store to get that done and returning the phone was also going to give him some credit for the new phone. Once we went back to home at VA my husband called AT&T to do as he was told and they said that they could not help him because that store was no a store that directly works for AT&T and that such a promotion does not exist. After spending 2 hours on the phone they told us to send them the old phone to get credit but they were not going to be able to cancel that extra line that was not even used, which I also held AT&T accountable for providing such an awful costumer service. We stayed paying for the extra line few more months but we finally were able to cancel our phone plan with AT&T and went to Verizon. They are offered us a terrific deal and help. The only thing is that we had to call AT&T to cancel the extra line and they also gave us a headache to help us and cancel it. I don't recommend AT&T and especially this store. I have proof of everything I am saying and will be sending a formal complain to corporate too with all the proof of such an awful experience with this store and AT&T general customer service. I don't wish any similar experience to anyone so please avoid AT&T...