Terrible service. MJ "helped" and was vaping inside the store. Told me he could not help with either of my issues. I ordered an iPad 2 weeks ago and it still hasn't arrived. He said nobody is there to help with that nor the billing issues. Then gave me a phone number for "customer loyalty" that I could call. He said they had better hours. I called and no answer so I went back in and asked him to call them for me. At that point someone else came to help and he walked away vaping. Nobody at the store could even connect me to customer service. I asked what the hours were for customer service at the store and he couldn't tell me. Just said it's spotty on the weekend. read more

Went in today to ask for help with a problem i was having with a prepaid phone upgrade. The young man that helped me was very professional and easy to work with! Not only did he solve my problem but. assisted me in opening a new Business account. the entire experience was pleasant. I highly recommend the AT&T store on Mall Road in Florence, KY. read more

Very disappointed. I've had a great experience at this store previously but it seems as though they have a new staff or new management, something sent this place down hill. They were playing incredibly inappropriate music in the store, thank god no one decided to get a family plan with their kids that day. Our associate seemed as though he couldn't care less, we got a new phone and were rushed out of the store with the phone still sealed in the box. No offer to help set up. Never had that happened before and thought it was weird. We set it up in the parking lot, and lo and behold the SIM card didn't even work. We went back in and got it fixed, none of the employees seemed to realize they were at work. All of them lounging around and chit chatting. I'm all for a fun work environment but professionalism still needs to be priority. Overall I like AT&T as a company but this store needs some training and review. read more

Store is under is construction and busy, but be patient they will take care of you. I worked with Brad and he was able to go work through my issue and find an affordable solution within a few minutes. Great job Brad. Thank you! read more

I have been with this company for 25 years. Started with bell South they are rude and not helpful. They do not handle there own billing issues. The rude ppl in the store just treat you like crap. Do not use this company . Loyalty does not mean anything to them. You can't even get in touch with anyone above the ppl in the store. THEY SUCK GO SOMEWHERE ELSE read more

The best experience I've had so far being a AT&T customer! Brian went above and beyond to make sure I understand what was going on. Although we had some technical issues with my line being connected, I left the store happy. Brian if you reading this keep that chill vibe going brother. read more

The customer service needs to be completely overhauled. Unless your buying something they are just to dumb for words. And the managers are in their own little world on Facebook. read more

I don't have any complaints actual cell phone service that AT&T provides (it works well so I'm happy with it), and the customer service at this location is great! I came in last night to get a phone and Randy was the employee assigned to me. He was very thorough with explaining my options and helped me decide which phone to get! The whole process took a bit longer than expected, but Randy stayed past the closing time to make sure we finished everything we needed to. I'm very satisfied with the service I received and I love my new phone! read more

Natalie, is really a B****. Didn't want to hear me out on my issue with a billing statement. Rolled her eyes, and told me to dile 611! Honestly how hard is her job to offer great customer service being with the company for so long. She completely blew me OFF. read more

I set out to AT&T with a list full of questions and no intention to buy. This trip was purposed to gather information for a traveling friend's iPhone service. My phone service is with a competitor, so I don't exactly know where all the AT&T shops are in the area. Fortunately, this one was easy to find, right off of Mall Road in Florence. Easy to spot: yes. Getting in the parking lot, that was another story. I pulled into Florence Plaza, expecting to make an immediate left into the business. No luck, there was median. Turned behind the building and immediately missed the driveway. The entrance is directly behind a stop sign, which makes it hard to get in and out of, especially if oncoming traffic is approaching. Once in the lot, the parking spaces were oddly spaced out, so I had to drive in a "Z" shape to find the front door. Phew - out of the car. Approaching the building, I couldn't help but notice the wicker awning above the front door. It looks more like a white, rehabbed Chinese restaurant than a phone store. Inside was clean and roomy; several customers looking at products. A salesman greeted me promptly, listened attentively to my issues, asked appropriate follow up questions, and explained details to me in layman's terms. He gave me a few options to forward to my friend. There was no sales pitch or pressure to switch carriers. He provided me with the information I came in for and I was out in ten minutes. I am satisfied with the help I received from AT&T, and how they didn't launch into sales-mode when they discovered they weren't my carrier. Minus some points for the difficulty getting into the business. Although AT&T is part of a strip mall, none of the parking lots were connected. Instead, they were separated by a one foot strip of muddy grass. read more

So slow and the employees talk to one another more than the customers. Don't go there if you are in a hurry. This is what happens when you have few options, you get screwed. Maybe this is why there is so much turn over, no growth. read more

Do not buy from the mall RD store. They will lie to you and promise a small first bill and when the bill comes it will be twice the amount they said....when confronted they will say they can't talk to you....if your buy from them...record what they say because they will lie.....first bill was said to be about $360....att charged me $680....the sales guy John will always be on lunch if you call....face to face you will know why he's eating.... read more

This is the pinnacle of phone service stores. I switched from sprint to AT&T and couldn't have had a better experience. I was with sprint for 10 years until a few employees at the location across the street decided to get smart with me after I tried to pay off my phone. All of the staff at AT&T were extremely helpful, polite, and made it a very easy process. All while keeping up with social distancing and wearing face masks / gloves. I worked with Zach, Jared, and Logan. They managed to lower my monthly payment by $100, gave me the same phone, 5G (which I never had at sprint) and even stayed late to make sure I was all good and ready to roll. Huge thanks to Zach he went above and beyond. Definitely earned a new loyal customer! read more

Very understaffed for the amount of foot traffic the store experiences. The long wait, coupled the fact that multiple staff members help the same customer, makes the store very irritating to enter. read more

Worst customer service experience! Do not let your elderly parents deal with this company they take advantage of them. I wish I could give them 0 stars!!!!!! read more

Great customer service with a smile! Matt and Paul were both very helpful and knowledgeable about their products and services. My husband and I were in the store today to upgrade our phones. They answered any questions we had, offered suggestions, and helped us with our new phone set-up. While we were there other customers came in, and they were offered the same knowledgeable and friendly service that we experienced. I recommend this AT&T store to anyone. Paul and Matt are the best! Thank you! read more

Our father passed so we went into the store (as we were told by direct tv customer service over the phone) to cancel his service and to switch the phone plan (6 lines) in our name. They would not help me as I was clear I did to order direct tv! I was very kind in saying I was not interested and I would appreciate if they would not continue to push this on me (after 15 min)! The manager became very loud and told me the guy was doing his job and to leave if I was not happy, in front my daughter! He never even pulled up my phone account to help with my phone service?? Horrible! We have always gone to that location, but I will now go out of my way to not go there and we are now looking at options for other services providers! read more

I hate that we have to drive 45 minutes to the apple store in Kenwood so I bought my phone and my daughters at this ATT store. We have been being billed for a year now for "insurance" of $8/ and $11/month. I'm not sure I even remember signing up for it. THIS INSURANCE IS WORTHLESS!!! They will send you a refurbished phone and it will cost you $150 if you are less than a year from your purchase date (I was 1 week with just a badly cracked screen) and $100 if you have managed not to break it for a year (after you've already put almost $100 in!). It was faster and cheaper to go to iRepair on Mall Road across from Planet Fitness. They fixed the screen in less than an hour for about $115 total. I will NEVER buy a phone from an ATT store again and NEVER EVER get any insurance by an ATT company. read more

Worked with Cameron and Bob. Both very helpful and professional. Coverage is way better than Verizon in Erlanger. Top notch folks. Thank you. read more

This store does not deserve even One star! Tried to sign up for $30 prepaid service on my new account and waited 50 minutes without any sign of service coming forward (3rd person on the wait list). There were two technicians working with the same people the entire time I was in the store from 7PM to 7:50PM; one guy helped two different customers and one will call order but he left at 7:30PM. The receptionist was in the backroom most of the time; I observed one person come in the store and thereby leave after standing in the reception area for a couple of minutes with nobody in sight. One couple was looking at phones and the alarm went off and rang for 15 minutes??? HOW IN THE HEL_ COULD NOBODY HEAR THIS OR AT LEAST DO SOMETHING ABOUT IT AND TURN THE ALARM OFF!!! I would strongly recommend anyone considering AT&T to RUN IN THE OTHER DIRECTION TO VERIZON AS THE SERVICE IS EXTREMELY BAD IN THIS STORE. read more

Terrible store. They opened up two accounts and were double billing us. Charging 320 dollars for 4 lines. Spent 10 hours inside this store trying to get the accounts combined because they messed up. Finally got them combined after hours in store and on the phone with ATT Was going to add 2 new lines to the finally combined account and they shipped the phones to the wrong address. So more hours spent in the store only to be told there was nothing they can do. So they send 2600 dollars to a wrong address to some stranger to receive and there is nothing they can do? I finally gave up on this store and called att directly and got an amazing customer service representative named Kendra. She fixed all my problems in about 30 minutes. I spent about 15 hours in this store and they did nothing. This amazing lady fixed it in 30 minutes. She even said don't go back into that store!!!! I literally have an Att representative telling me not to go into an AT&T store lol. So go anywhere but this store and save yourself a lot of time and meaningless hassle! read more

Went to store with intent to purchase a new Iphone. Man took down my name and I told him what I wanted. He never said they were out of iphones. Waited 30 minutes to find out there was no stock on iphones. After calling my name, I also asked an Iphone question about pictures. The man said he knows nothing about iphones and could not help me. REALLY. You work there. Last comment - store has not had WIFI for the last 2 weeks. A store without WIFI to show people how to use phones and tablets. I will also be reporting this to ATT. Extremely frustrated and disappointed in this ATT store. read more

The absolute worst commuter service EVER!!!!! I will NEVER be returning to this at&t until I know for a fact that there is a completely different staff there. As soon I walked in, neither my friend nor I were greeted... we walked around searching for my next phone hoping someone would come up to us to put us on the list and just out of curiousity if anyone would even attempt to approach us. 10-15 mins pass by and no ones has approached us. I walk up to the a employee and kindly say "excuse me" and he storms off. So I went to another employee and got his attention, he signed me in but had a very nasty tone with me... I waited 40 minutes and was skipped 4 times within the 40 mins. And once I was called I was greeted by a man... (I wish I got these employees names) and he was absolutely rude and rushed me the hole time... I told him what my plans where for my visit and found out that since I'm not an authorized user on my families account I could not get the information I needed to get my new phone... which is fine. My fault I should of done my research before going in. He gave me the option of calling my mother who is on the plan with me to quickly make me an authorized user. So I called her and it took a while for her to answer because she was at work. WHICH IS NORMAL for anyone during the week.... and he told me... "ma'am we have other clients waiting I cannot sit here much longer for you to get a hold of her.." now, I'm not kidding you.. I have only called her once at this point in time. At that moment I snapped. I was as patient as I possibly could of have been. And as polite considering the circumstances as I could have been... I picked up my things and left without saying a word before I ended up saying things I would regret. It was very hard to bite my tongue that day. I am amazing at how awful the customer service is in that store. I love at&t and their service plans but that was the absolute WORST experience I have ever had in any store I have ever been in.. I will not ever be returning there. And if I could give this place a negative 5 stars I most definitely would.... read more

I visited this AT&T location this morning in order to update my iphone 6 to my son's old iphone 7 (he had upgraded). Sean M. was our cashier and he went above and beyond my expectations for service. The iphone 7 had to be updated before info. could be transferred to from my 6. It took 20 minutes and he didn't mind waiting with us and even offered to see if we were on the best data plan for our family. After some calculations, we realized we are on the best plan. I wanted a case for the phone, so Sean helped me find one during the time the phone was updating.Then I could not remember my Apple password. I had it written down, but it was incorrect. Sean took the time to try a few passwords that were similar. If he had not taken the time to do this, I would have needed to wait 48 hours to reset. Sean actually figured out my password and I walked out of the store with my fully functioning iphone7. It's rare these days that someone takes that kind of time to help with problems. I truly appreciate that this location allows their employees to spend time with customers! read more

I want to say that if you ever need anything from this AT&T store go see Michael, retired from Delta this guy knows customer satisfaction! Thank you Michael for taking care of my out of warranty accessory! read more

This has been THE WORST experience I've ever had with any company. We came in about a month ago to switch. We were fed some bs lie that we needed $600 down to lease the phones (not the case when we went to Verizon). We decided to not switch because of that. Lo and behold they ported our numbers from sprint without our consent. Once we finally fixed that fiasco we then received a service bill for $249...again, we aren't customers of AT&T. We called the customer service line to straighten it out and we were assured we wouldn't receive anymore bills. Then we receive a bill for $749 for the phone we never purchased. We were told we needed to go to the store to take care of the issue. When we got here we waited for close to an hour so they could fix their dumb mistake. Meanwhile the manager was walking around nonchalantly when we asked if she could help she said she had to stand by the door to greet customers. I think a 5 year old could run this place better than it's currently being ran. read more

This store really sucks. The manager Scott don't know anything about phones or phone service. Trust me get on the phone and stay on hold for an hour is better then this place. read more

Walked in to get my phone replaced and waited for 45 minutes. Had plenty of employees not waiting on customers but were just standing around playing on their own phones which was very frustrating. Very unpleasant experience. Hopefully will not have to go back. read more

Went to AT&T this morning and talked with a guy for about 2 hours. The process was super easy and painless for me and my bank account. He got me each discount he could and answered any question I had. Even dealt with Cincinnati bell for me! Kicked em to the curb and never looked back! Love my new iPhone, thanks a bundle. read more