If AT&T was to have every employee like Nikki, they would have better reviews and not be hated on. Nikki (I think I spelled her name right) was an awesome rep there. My wife broke her screen while we were on vacation here and needed a new phone/replacement. Nikki was more than just patient with us but also tried every which way to save us money for the replacement. She deserves a substantial raise and of not, a promotion. If youre reading this Nikki, thank you.

Excellent attention! Very good treatment, I totally recommend At&t!

Good location, right by Publix and UPS. They used to have an atm to pay your bills but not anymore. Professional staff!

Very good at the old bait n’ switch routine here. Watch youself.

Great store and great staff. Super fast and reliable internet cool TV packages and great cell service up and down the keys. Wade is very knowledgeable and compassionate. The store can get very busy at times because its the only one here but Wade never made me feel rushed and he was able to figure out just about all my problems.

Customer service was horrible, people were horrible. They dont know what they were doin nor did they have the attitude is if they wanted to be there. I felt as if I was bothering all of them. Rude beyond all means, no hi welcome to the store how can I help you, then only to get my phone n them tell me I gotta go home n set it all up myself. Im a firefighter NOT a phone salesman nor a phone technician

Super slow service. I’ve been standing here for over 20 minutes while the 3 employees helped out 2 customers. 2 of the employees were helping a lady pick out headphones for 20 minutes while there were 2 people still waiting in line. They still haven’t bothered to even greet either of us. Are you running a business or an employee hangout lounge? I’m pretty sure a grown lady doesn’t need too much help picking out a set of headphones.

Horrible service. They take advantage of your elderly. They try to charge you for the next month + extra fees and won’t tell you exactly what they are doing. I would rather deal with a robot over the phone than this terrible staff.

They were so helpful and i love the customer service

Everytime I go in the retail store I ask for Erin strum who is a sales rep . She is the most caring and helpful representative in that store. She goes above and beyond to make sure that you leave there happy . She does not disappoint. I highly recommend asking for her if you want someone that actually cares .

After nearly 2 hours of waiting for the head technician trying to activate the new iphone, he sent me home with an unusable phone and to call the Technical Support to finish the activation. This is poor customer service!

Had a great experience from start to finish. Walked in and was instantly greeted by staff. Had the pleasure of working with Scott. I expressed my interest in getting a new phone but was very hesitant because in the past the process was a nightmare. Scott made my experience a breeze as he was very helpful, knowledgeable about the product, was able to answer all of my questions and did so with patience and great hospitality. I highly recommend this AT&T store, and their services to all. Very pleased, and will be returning due to the great customer service!!

Both of the phone numbers for this store have numbers if you attempt to call give out a message “sorry but the voice mailbox is not set up”. Ironic. You also no longer can set up store appointments do you are forced to wait long amounts of time. What had happened to this store?

Karla was amazing! This store is efficient, professional and the best we have dealt with! Thank you!

Very helpful, knowledgeable staff. Assistant manager was very attentive and addressed all my concerns. I highly recommend this AT&T store, and their services to all.I was helped quickly, with little to no wait time. Very pleased, and will be returning. Great prices and customer service. Thankful to be with this provider.

Associate Elroy was very helpful in clarifying equipment use and payment plans. He is versatile as he took care of other patrons while still attending to my concerns. I definitely will refer my friends and family to see Elroy and the staff of ATT Key West. Awesome team. Keep up the great work guys.

Steven, He is the best store manager, who has served me.excellent customer service.att. Sergio Villanueva

Terrible service from Wayne Acevedo — he has a horrible attitude and shouldn’t be working in this store.

Very pleased and will be returning. Great prices and customer service. Representative Elroy took care of my concerns i highly recomend him for his knowledge and patience, he made sure i left satisfied with the service.

Chris, the representative that helped my boyfriend and I the second time we came in, did an amazing job displaying customer service and we left very satisfied. The first representative that helped us did a very poor job of explaining details and giving necessary information.

First time on this store and dealing with someone that really I undertook and helped my situationKudos to this young manGive him a raise for his excellent customer service!

Great store, staff, and internet. I would recommend this store to you! The internet is great and so is the staff. When me and my dad needed help setting up the internet the staff was very polite and helped us. I LOVE this place and I think it deserves many more stars. Definitely 5/5 stars.

Liz was the best person that ever help me set up my new phone. Your very lucky to have her on your team.

My phone fell in the water today by the time I got to the store I was livid. Until a rep name Erin turned my day around and set up my new phone and even helped me with my emails that I couldnt remember the password for. Her patient level is truly remarkable just like my experience. Thank you Erin for making my day.

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 do it myself.

Awesome store!!! Saray is always very knowledgeable and very friendly. The rest of the staff is also great and they do an amazing job! Keep up the great work!!!

Jarrett was the greatest help! I was In/out with a new phone and switched over from Verizon in less than an hour. The service was on point and he helped me find a great deal on the phone I wanted. Thank you!!

I was able to come into the store and be helped promptly by a employee named Chris that set me up with my first AT&T phone I highly recommend!

Terrible customer service. They won’t even try to help you I bought a new phone last week signed up for this program we’re going to $300 rebate from my old phone I got my new phone in the mail and I go to take my old phone back and they say the rebate is over that they can’t honor the $300 so they offer me $80 for my phone and tell me there’s nothing they can do. They flat out won’t just said no sorry it’s too late even though we already sold it to you .They continue saying that there’s no manager they can call no surprise it only has two stars here

After having an awful experience at anATT store in another town, I was gun shy about giving it another shot. Well Im glad I did. I was helped by Reed (spelled wrong) the manager. What a professional, patient and kind young man. He took care of all my issues and restored my faith with ATT store. Thank you!@

Great service, quick to switch from Sprint. Actual customer service in person, excellent experience

Excellent service from all. Sarie or Sarah. Very helpful and friendly. Saved me.

Horrible store, gave at&t the benefit of doubt as they have a history of bad service and over priced. I call them over the phone to clearly that I want to by a phone they had it in stock. I drove all the way there for them to look lost and three employees there like they had no clue how to do there job. They refused to sell me the phone being I don’t have a account didn’t even ask if I wanted a account So just lost a potential customer and lost $1200 as I was going to by the phone full priced. Such horrible service and company. Will never use or suggest this company to anyone.

Liz helped me get the military discount for my family plan which saved me $60.00 per month. Thank you Liz and Key West store. LT Vargas

Cannot believe this is a corporate store,the staff is terrible. Customer service is non existent,do not go there. With all the competitive options for cell service available today its hard to believe that AT&T finds this stores performance acceptable.

I was having some issues with HBO getting signed in so I stopped by the store. I waited outside until I was greeted by an employee that sat with me and got me access to my HBO app thanks for the help and good service.

Chris was great and really helpful with getting and setting up our new phone!

I lost my phone and I need a somebody to help me to verify my Id, was 558 they close at 600 they said the computer was off and they are closed. Not able to talk with my family for the next 2 days tks att your store gave me the best present ever.

Took a payment for a closed account in the stores but it never applied it to my bill. Now the bill in in collections and no one has any record of where the money went. Im out 350$ and lost my credit score. Called the corporate office and they said they made a case but have not gotten back to me in over a month.

Quick, helpful, and nice representative.

-5 STARS . . . JUST LOCK THE DOORS AND GO HOME!!!!!!! ANSWERE YOUR PHONES. They LOVE new clients (especially seniors) willing to spend too much money but if you have a problem and come back, good luck. When you go there looking for an affordable phone its conveniently not in stock and/or not available. DO NOT speak with a representative from Miami. They will mis-inform you causing you to come back multiple times. It broke my heart to watch a senior who had purchased a new phone recently that was no longer working. AT&T solution, purchase a more expensive phone with a more expensive plan. I would be ashamed to work at this store.

Worst service provider ever. Called tech support to complain about slow internet service and the person on the phone tells me that the internet is working fine. Then, he proceeds to tell me that if technician comes to the house and finds no issue on their end, AT&T will charge me $99. Outrageous! I currently have very slow internet speed, even with a wifi extender from AT&T which Im also paying for

Would not recommend this company or service to anyone. Unprofessional, dishonest, disrespectful, and shameful.

Really good service and beat value travellers SIM in the area

If customer service was water I would be dying of thirst. I was trying to remotely help a client that they had already spent over 3 hours working with and could not fix. The technician I spoke to told me that he didnt believe me when I told him how to do something. If it couldnt be done then why was the employee able to accomplish the job after I got on the phone with him. I had just done the exact same procedure in my town with the clients husband and it worked perfectly. I am in tech support professionally and have been supporting this client for almost 25 years. When I asked to speak to a supervisor I was hung up on.Instead of trying to work with me to solve the problem, he just constantly told me that things should not have been done in such a way before he got the phone. The things done to the phone was done by an ATT rep in my town, and instead of focusing on the client and getting her issue resolved he just wanted to tell me that he knew more than I did and that he did not believe I knew what I was talking about. Fortunately the client finally got her phone transferred. I just got more reinforcement on why I wont do business with ATT.

Helpful staff, sorted us out with a local SIM card

Always in and out never have to wait. What more can I ask for.

The vast majority of the bad reviews are because people are just ignorant, live in a fast food society, and expect instant gratification. People seriously putting one star because it took 5 minutes to be seen on the had to wait in a queue. First of all, the process obviously isn’t a quick one so reps are available at your whim. Secondly, you don’t want these people trying to rush through the process because your information would be more likely to get lost. If there wasn’t a queue and people started piling in the door, you could get skipped and you people would lose your damn minds. So before you start acting too entitled, think for a second first. I mean one guy gave 1 star because the store wasn’t open yet after Irma. Dude has no idea what reasons are behind the store still being closed and obviously doesn’t care.

Possibly the worst phone service provider service anywhere. I would get this place a zero star if possible.

Great store convenient location and low low prices.

Terrible exspeirience. Whole store needs new staff rude as rude can get and ghetto. Waited 30 minets for someone to tell me I had to wait another 30 minets just to ask if they were hiring. So unprofessional. Don’t come here.

Zero stars. Totally unacceptable service at this store. I went in to get my phone number off my brothers account and set up my own account. Never mind that my generous bro had to tangle with 611 to get my number released but once done, i went BACK to the store the next day to establish my own account. The rep never asked for my phone number and, despite the preponderance of phone number owners keeping their numbers thru carrier changes, she ASSUMED i wanted a new number. I said i wanted to make sure i kept my contacts. She said no problem, my contacts were stored on my phone, not the SIM card.She later claimed she made the mistake because my phone was old. I bought it in September at an att store!! To test the phone she called it. Of course i did not know she was calling a new number!She made two bad assumptions when she should have asked, or known that my phone type stored contacts on the sim card. I discovered the problems within minutes and returned to the store. Eventually they restored by phone number but the contacts were gone forever because they had already shredded my old sim card. The employee desperately needs remedial training and needs to be proactive instead of blaming the customer for her lapses. Phooey.

It was a long wait to get seen and you cant just go in and talk to a Rep without being on a wait list first, even if you have a question about a product you still have to be on the wait list to talk to a rep. Would defiantly recommend making an appointment. Once I was seen by the rep (Sasay), I explained my issue and she was quick fixing the phones which ended up being the sims and phones were not registered correctly.On a side note the day before I called the customer care 800# and talked to 3 different reps as well as the online chat totaling over 4 hours and they still couldnt get my phones correctly fixed and wanted to charge me for 2 sim cards that were working fine before they messed up with switching my lines on the phones.

Customer service here can be slow, but its the island. Just expect to be here for a while. Setting up our internet was a breeze once we got back from Irma. AT&Ts slogan should be, Its not the best, but it isnt Comcast. Just ask any business or resident that has Comcast in the Keys, and they will tell you how horrible their experience has been.

Place is a complete joke. Horrible customer service. Technicians never showed up for the install and didnt call to say they were delayed or werent coming. Store ignored my calls. No professionalism at all.

Busy store but good customer service

Lovely staff. Erin is amazing.

The customer service of this location is TERRIBLE! We went into the store to upgrade my wifes 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- Im 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 youll 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&Ts 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 Im telling you? Youre 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. BUYER BEWARE!

Sloooow service. Had 1 customer in front of me in the queue and waited for 15 mins, no movement. Non cooperative staff

Bought a 12VDC charger for my iPhone 4 some time ago with extended warranty ($$). At that time, I asked for a copy of the receipt or something that wouldnt fade over time. Was told it wasnt necessary as all that data are stored in my account. Sure enough, after 11 months the wires became frayed and adapter stopped functioning so I went n for a replacement. Was curtly told that extended warranties are not available on accessories. I made a scene and another sales person confirmed this. KEEP YOUR RECRIPTS!! I went across to Radio Shack and got what I needed.

This guys have such a bad service over this store I went more than 4 times in less than a week and nobody were able to help me And today after been standing over 20 min in the store by 5 o’clock one of there agent came to me saying they would not help me without an appointment because they were about to be closed What I don’t understand the need more ppl to work to give to their costumers best service

Very good prices

I purchased a Samsung Galaxy Note 3 here with a Incipio leather case. After a week I took the case back because it had cracked in the same spot on both sides from apparently being in my pocket!?! They told me when I purchased the phone and case that the case had a one year warranty. The manager there said that the case was not covered under warranty because the plastic had broke and not the stitching??? What do you think most phone cases are made of but ... dun dun da daa PLASTIC! Thanks for providing me with such great service Jack@$$. If youre thinking about buying a case from them or phone the warranty they claim to have is just a bunch of BS.

Everyone in the store should be fired and asked to reapply for their job. Customer service is the worse I’ve ever seen in a AT&T store.

Great service

Helped me with what I needed but waited hour to get my turn...

Bad customer service u wait forever to buy a phone stay away from this store

All other providers have opened after the storm Irma EXCEPT this store. Sad

They cannot activate a new phone for you although their you are service provider. What is that? Poor service and lazy staff

Lines can be really long sometimes but once youre being helped theyre friendly

No good staff

Love the kiosk

Closed on Sunday? Terrible for business.

Answered few questions thats all

This place lost a phone I turned into them and Im still dealing with it months later. Worst part is they tried to blame me and then found the phone later. After finding the phone they are still trying to charge me... Dont go here...

Awful,just awful...

Good service

Great service.

By far

It is AT&T

Sucked

Fastest trip to at&t in my 16+ years of using this carrier

Very bad the way to pay I can not connect with any representative there is no better way to pay the internet too much problems with the payment nobody picks up the phone