AT&T Store — Local services in Niceville

UPDATE, Jan 30, 2018. The store has a new manager and mostly new staff since my experience a year ago. The first employee I spoke with yesterday was not very helpful, but the manager and a second employee quickly stepped in to ensure everything was handled to my satisfaction. I will go back to this location again.

March, 2017: The sales rep claimed the plan I wanted was not available & signed me up for a more expensive plan. I was then somehow enrolled in an even larger plan that cost 50% more than that. He also failed to move all three phones, leaving a dumb flip phone alone on the old plan at an additional $60 per month. I was enrolled in a $12/month protection plan without my knowledge. I called multiple times over five days to request help, but the reps always claimed to be busy and never returned calls as promised. I returned to the store in person on day six. There were no apologies about ignoring me; they just shrugged and said they had been really busy. Apparently, once you pay, you have no value as a customer. A manager was allegedly never on duty -- for six days? I was promised everything would be fixed at 9:00 am on day seven when the AT&T 'back office' opened, AND that the manager would call me. It's now after 8 pm on day eight; nobody has called. Corporate AT&T finally straightened out most of the mess and got me on the plan I wanted, which...

I originally started my account at the location in FWB off Mary Esther cutoff. As a new customer to AT&T I did not have a very good experience the store manager was begging me for a 5* review needless to say they did not get one. The phone was not set up I got a tablet shoved in my face basically to sign and sent out the door. Anyway I wanted to upgrade my iPhone 12 Pro Max but bad experience so I was going to go to T-Mobile and after calling them and the location on Elgin pkwy. I was going to cancel my contract but I reached out to this location in niceville and Arcy I hope I spelled that right took his time explaining all my options and looked for the phone I wanted. He didn’t say no we don’t have it you can call around to find one yourself and then hang up on me like the other 2 stores did. He found one for me and Needless to say I’m picking it up tomorrow or Friday. This man is the definition of customer service. I was a phone call away of leaving AT&T. He said he was only assisting the niceville store and he is located in the office I’m not sure where that is but I hope he gets the recognition he deserves. He saved a customer and I just want to say thank you Arcy for being kind and patient and going above and...

Came into the store to upgrade from an S22 ultra to an S24 ultra. Received an S24 ultra without the S pen. Then after 2 weeks the phone stopped working and would not recognize the sim card. This att store was hateful and unprofessional. They claimed it was past the remorse period and would not replace the phone. I had to go through att customer service to get a replacement. While waiting on the replacement they had to put the sim card back into the S22 which had an issue of dropping service due to a software update. Att told me when I received the new S24 to carry the S22 back to the store and turn it in. Went to turn in the S22 and was told they would not accept it because it passed the 30 day turn in window. Was met with the same hateful attitude as I was upset because all of this was completely their fault. Called att and they handled the turn in no problem. Save yourself the headache and do not use this store ever. Just go through the online process to...