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March 2025 by Amber Nichols
Terrible experience with Jay. He started helping us while he was still helping someone else, had to stand there and provide him our information out in the open with another customer next to us, while other customers got professional service at a table. The rep was trying to call on someone else’s account until he got someone else to cover for him and we asked to be taken to a table. I felt extremely uncomfortable the entire time, Jay and another coworker were talking about other customers in an unprofessional manner right in front of us. I got a new iPhone and no one explained the features to me, I couldn’t find out what our monthly payments would be, insurance was added to my phone that I never requested and now I have to figure out how to cancel it. Nothing was explained to us, I sat alone for over 30 minutes while other employees were checking on me because Jay went to lunch. I didn’t even get a bag with my purchase and had to carry out my phone, the box it came in, my wallet and all the paperwork in my hands, almost dropped it before I got in the car. Very unprofessional and unpleasant experience.
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March 2025 by Becky Craig
2nd attempt to get my SIms card after waiting 5 hours . The account holder did everything Lela told him to then advided him he had to drive up there with his DL in person he's been with you over 40 yrs . I went a month without a month because you guys refused to give me my sims card .had to wait over 5 hours both x . I ask the the guy for my card my sims card came on he said he shredded it he couldn't give it to me, lied I watched him throw it in the trash. Worse co ever . They took my sims card out of my phone which put In a new one opened a new account and ran a credit without my permission. Took that phone out of the account holder name without his permission. Yeah I'm getting bogus bills for a
Sim card they kept and are using . Will be hearing from my Attorney. You people know that's illegal what you did . I do have a witness .. I can't use your service anyway that is paying for.. horrible customer service. Lela's put the account through hell to come up there with his Dl after he did everything. But the 2 other reps sure didn't need him to take his phone out of his name put it in mine and carry over his bill and. Add Ins. They said they were just changing the no.. so I cud go ahead and get my sims card that's all.. lied . Everything they did was illegal. I kept telling them I didn't want to change my phone . Then they said of your bill will 85.00 of a month . My friend ask for what . She never agreed to anything . That's not even her phone . I got so upset . I had a seizure in the store snd blacked out .. they put my sims card back and locked it . It's all a mess . I wouldn't recommend you
This has been turned over to the Attorney General and filed a Police Report. Y'all thief's.. stop sending bills when you kept that sims card . Knowing that wasn't even my phone you were trying to make a sale on . Shame on you. The man been with you over 40 years and you gonna do him like that . Just take a phone that's in his name I'm not even on that account put a sims card in it and make you a sale and let me walk out the door leaving him with a phone under contract. That'd not loyal . You will see .
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January 2025 by Kathleen Passmore
Do not go to this location and definitely don't get Mason to help you because he will screw up your bill to the point you lose any monthly discounts you currently receive.
On 12/27/2024 an employee named Mason "helped" us. I went in to see about lowering my monthly bill and see about possibly upgrading to a Pixel 9. As a result of the crappy service, Mason lost my teacher discount and my autopay discount. I have now switched to Verizon, was able to get 2 Pixel 9s for free and without trading in our old phones and pay at least $20 less a phone.
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November 2024 by Stacie DeVon
My person was very knowledgeable. They was able to answer and explain to me all of my questions about the services and products I enquirered in.
The only disadvantage was I have to miss out on 6 mammoths of free WiFi for my vehicle and home because I can’t get the same price that’s being offered on the app for my vehicle as to a pose to in store rates
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October 2024 by Freeda Peoples
All phone companies suck
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September 2024 by Kenv267 Horton
Sales lady at the ATT store was incompetent at best. Did not fully transfer all data. HAD to contact Apple support. Spent 2+hours on phone to resolve issues that ATT created. Do not recommend this store for anything.
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August 2024 by Taylor Livingston
Don't even get me started. 5 trips back and my new phone still isn't right. My bad, tech error, I do apologize, there now, I think we've got it were the final words for as many trips back.
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July 2024 by Sandra Lord
They lie about your service
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July 2024 by Justin McDonald
6/21/24 Edit:
I am editing my initial review to 1 star. I left Verizon after being a 15+ year customer & signed up with AT&T for both wireless & fiber. The offer that made me make the switch to their wireless was being offered two $100 gift cards. I finally received the email to activate the gift cards about a month after signing up, & within a week I called about the gift cards & reached the contact center. I specifically asked when the email to redeem the gift cards expired & the rep said there was no expiration date. So I was saving the gift cards for when I actually needed them. Then when I tried to redeem them, I found out they had indeed expired after 90 days.
I got thru to a supervisor in their Rewards dep’t who said there was nothing that could be done & to contact the store where I signed up. I also contacted my initial sales rep Troy, who again was phenomenal & did all he could to help me with this. I found out there was no way they could reissue new gift cards but that sometimes the manager can approve bill credits to equal the gift card amount. I went up to the store in person & the employee that helped me, Lawann said the store manager Jer’on was off that day. But since I initially signed up thru “IHX”, she called Nate, the manager of IHX. I explained the situation in detail & felt that something should be done due to the misinformation I was initially given about the gift cards expiration since I lost the $200 & they were never redeemed.
Unfortunately Nate was unwilling to help & would only speak to the store employee who relayed his message. Lawann also told me Jer’on wouldn’t be able to do anything either & that it was up to Nate. So I will now be canceling my AT&T service & going back to Verizon, as I never had any issues with them honoring what was promised to me. This is disappointing, & I also haven’t been that happy with their wireless service in comparison to Verizon. It’s been a lot more spotty & inconsistent.
If AT&T management had been willing to look at the whole situation with me being given misinformation that led to the issue, & attempted to make it right somehow, at least by offering something or meeting me in the middle, I would stay with them.
My initial sales rep Troy who signed me up was the only positive experience I had with AT&T & the reason for my initial excellent review. They clearly don’t care about taking care of their customers after you’ve signed up.
I’m from Pcola & will be sharing my experience with family & friends, who are like me & typically choose their wireless carrier & in general companies to do business with by referral & hearing about a positive or negative experience somebody they trust had. Even though I only have 2 services with AT&T that I’ll be canceling, they will end up losing more than the initial un-redeemed gift cards with their unsatisfactory customer service.
Initial review:
Troy did an excellent job of providing great customer service & going above & beyond, he definitely deserves a big raise! Then when I went by the local store, Jason also was very helpful, 5 out of 5 stars for the service I received mainly from Troy.
My only complaint is not at the local level but with executive leadership. To have DirecTV & AT&T U-Verse drop certain news channels that don’t align with their political views is inappropriate. Companies should take a bipartisan stance & stick to providing all their customers with a variety of content/channels & focus on providing great service for their customers.
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June 2024 by Nina McDonald
This is the only AT&T store you should go to. Everyone in the store is helpful polite and patient. Trey and Jarone helped to untangle and resolve a huge mess for us, regarding transferring over from another phone service and installing new internet.
Made absolutely sure I was happy before I left and spent the time necessary patiently and competently to address every issue.
I'll be back. Great store. Great customer service.
They do walk-ins as quickly as possible but it is a busy store. Highly recommend doing an appointment if you need some specialized help. But you WILL get it here!
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June 2024 by SaraGrace Gunter
One of my family members left Verizon after 15+ years to give AT&T a chance and will now be returning back to Verizon after such poor Customer Service/Experience. They were given a Rewards Card for signing up for a plan and was told numerous times that their card had no expiration date. Lo and behold, they do expire so don’t be fooled. Then after being put through the wringer several times and talking with several representatives he was told there was nothing they could do. However, one AT&T store in Pensacola, said they could possibly credit their account if the AT&T store they signed up with agreed. This being the AT&T store that they signed up with, disagreed to do that. A loyal customer and you can’t even help them out with an issue you created in the first place, I would stick with Verizon.
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May 2024 by Brenda Jackson
David was awesome!!!
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May 2024 by Today is a great day Always
I went to Pace, Fl location & couldn’t get them to upgrade my phone! First, he said, you still owe $366 on the phone! I told him, and I’ll pay it! He then said, well the new phone is coming out soon! I asked him how soon & he said, sometime in August! I told him I really don’t want to wait 3 months when I need one now! He said, well your camera lens is shattered so you can’t use it for an upgrade! I said, it doesn’t matter that the PROTECTIVE GLASS OVER THE LENSE is broken and the camera lens is perfectly fine because I’m paying this phone off to purchase a new one! He then said, I could send my phone off to have it fixed! Needless to say, I told him, I’ve never had to beg anyone to sell me a phone! The next day, I went to the Pensacola 9th Avenue store! I walked in & was immediately greeted by the assistant manager! Not even 5 minutes later I was introduced to Dan! In no time at all my phone was ready to go! It was a laid back atmosphere but 100% attentive at all times ! I never once did not see the assistant manager on the floor! At all times, someone was making sure all my needs were being met! It was a fun & enjoyable experience! Walking out with my new phone without any issues was just a perk!
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May 2024 by Jessica Miller
Had a great experience with Brandon at ATT on 9th in Pensacola. Friendly, knowledgeable, and efficient!! Highly recommend!
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May 2024 by Brenda Creel
Lawun Johnson and Brandon Vest were the most patient, smart, and very knowledgeable representatives about everything I needed to know about my phone and computer. Don’t transfer her or him! I need them!!!!!! Can’t think of enough adjectives to compliment them!!
