I am so digusted by how this store handled my moving to ATT that I wish I could send it all back and go back to Cricket! The day we went in (Sept. 3) I believe it was the female manager that helped us (she had her leg in a brace/cast). This woman FUDGED up everything and didn't take the time to listen to us at all. By the time we left, we had 3 phones and 2 watches being mailed to us and had brought over 3 lines. Fast forward 3 days when we realized that she got the phones attached to the wrong lines which required us to go into another store (8261 Little Rd.) where they helped us for 5 HOURS! The wrong phones had been attached to the wrong lines, keeping one phone from being set up at all and requiring the 2nd phone to be disconnected completely and then reassigned (all while my bf was on a job site - now with no phone). It took 5 Hours of support from the store staff and phone support to get everything straightened out. While we were there, we found out that the original sales associate had also given each line a different plan, most of which we did not need! Then we got our watches so late, that by the time they arrived and we tried them out it was too late to trade one in that my boyfriend felt was too small. I then got our first bill for $720!!!! I was expecting it to be large, but this is just ridiculous. I would not recommend this store EVER to anyone; though at this point, I'm not sure I'd recommend ATT either. The price for that first bill is just way out of the realm of reality. I'm getting a "teacher discount" but somehow, they believe this bill is appropriate for anyone's bill, let alone a teacher's salary! read more

Service was superb with Hido I spelled his name wrong, however they have all new staff and watching the other customers they all were happy and that's a great thing in this day and time, keep up the great service. read more

Do not buy a phone from this store!! They are liars and will try and take you. Brandon the store manager is condescending thinks he knows everything trains all the other agents to steal from you. I went into upgrade one phone a second line was also eligible for an upgrade. They overcharged me added insurance I didn't need as well as another line. I didn't need I finally got it resolved through AT&T directly do not go to the store or the one on 54. They're managed by the same individuals. . read more

Stopped in to check out our bill and availability to upgrade. Met Jarrett and he was extremely informative, knowledgeable and honest! Very impressed how he was not high pressure but educational. My husband walked away with a new phone and accessories at a good price and we were able to keep our bill almost the same. The store is nice, good location and again Jarrett was exceptional. read more

I am so excited. I finally got my new phone. I came here on a recommendation of my hubby. He had great customer service from Justine. I came several times, and had to order my phone, and then when I got it in the mail, I was super excited. I came back, and Justine took care of all the transfers needed to my phone, and everything about my experience was a breeze, and actually fun and not painstaking. I'm super happy I know that getting a cell phone doesn't need to take forever, and is not a pain in the butt with a great knowledgable helpful person helping me. She gave lots of suggestions for my phone, and I am super grateful. If you need some help with a cell phone purchase, or something AT&T related, check out this location. You won't be sorry you did. read more

This is one of the better AT&T locations in the area. I have been here several times to check out a new phone for myself and my wife. I worked with Justine, one of the employees here and she is definitely very helpful. She knows everything about the phones and if she doesn't, she finds out an answer. She also helped with different tips for example about saving battery life and pictures. If you are looking to buy a phone or use some of the AT&T services, make sure to go to this location and ask for Justine. She knows her stuff, she won't be pushy, she will help 100%, & you won't be waiting forever. read more

AT&T Store - Mobile Phones Near Me - Lutz, Florida

Jose Morales is Amazing. He gets 10 stars. Unfortunately, the manager, Ben Oletree should not be in front of customers nor a manager. He does not represent leadership or customer service. He needs to go to training. I witnessed him and the store for 3 hours while we did my update and I bought 2 iPhone 8's. I would give this store a 5 star if you get to talk and work with Justin, Jose or any other employee - NOT THE MANAGER - he should not hold this position. Very poor. read more

Wow same exact thing happened to me. Daniel is a joke. He didn't even give me my ups labels. He ran out the store to hand them to me and made me send my phone in myself. He also added the insurance on mine without asking to get commission. I had to cancel that and glad I did so he didn't get commission. Since I sent my phone in, they said it's not good for the promotion and corporate store won't help me. Corporate said they send phones in for you. So now I have an iPhone 12 I have to pay off , without getting the option to keep my X. First time in my life AT&T screwed me over. I've reached out to everyone and still haven't got my situation handled. AT&T lost my business. It's ashame and Daniel you are a joke! The SM is a joke, everyone in that building sucks! Customer service is a joke! Update: AT&T told text me to email them to resolve the issue. I did and no one got back to me. I recently emailed them again and still no reply. This auto message they send is to make it look like they care about their customers but they really don't. read more

What terrible customer service especially from the manager Benjamin. He did check us in right away but then it all went downhill from there. There were 4 people working. 1 guy who just stood at the door checking people in and opening the door. The manager who just walked around with his little tablet trying to look like he was doing stuff. We were 3rd in line and the wait was over 50 mins. Around 45 mins in I asked the manager how much longer and he was rude and just said "I have no idea" And not once did he offer to help any customers just walked around a lot and asked his associates if they were hungry. I was hungry as it was lunchtime but still had to wait. Finally Jake helped us and since I knew what I was doing it all went smooth from there. But their manager lacked any type of customer service skills. Oh and also said he doesn't help customers cuz he's the Manager! Ummmm. Okkk read more

AT&T Store - While people wait, the manager and doorman chit chat - Mobile Phones Near Me - Lutz, Florida

I went in today at 6:30pm... they close at 7.... the "salesmen"? Lol if that's what you call them told me that they close in 30 mins and they already put all the phones away... so we left and went to the store at 18455 us 41 n lutz and they were sooo helpful! Don't waste your time here read more

Went to this location only two employees working. After a 30 minute wait they refused to allow me to add a new phone to my 86 yr old mothers account. She dropped her phone in the toilet and needed a new phone. As I was working through that issue they informed me; "we don't sell phones out right here". What??!! Went to best buy; had a phone up and running in 15 minutes!! You just have to wonder who's making business decisions for companies like AT&T. read more

I went in to upgrade my phone and in the process they switched my phone number with my (Ex)husband on my account. I've gone back to the store and spent time on the phone with att and my billing is still incorrect. This is a garbage location with inept help. read more

Terrible service! Took over an hour to upgrade! Never in my life has it took this long to upgrade a phone.

I made an appointment and that worked out vey well to avoid the long walk in wait. I also changed my plan saving me almost $100 per month. The reason for the two stars is they damaged my iPhone when they inserted the SIM card. Fortunately TAZ (see review) was able to fix it. To be fair, I did not complain or bring it to AT&T's attention since TAZ fixed it. Everyone....use TAZ if any phone hardware problems. They can fix AT&T or anyone's else's damage :) read more

This store SUCKS. Horrible customer service. I purchased an iPhone 7 for my daughter 3 months ago. She dropped it in water and I went to file a claim on it and it does not have insurance. I made it very clear to the sale person I wanted insurance on it. It was not added. I have insurance on 3 other apple items. Went to the store to try and resolve this oversite on their end. The employee there said, sorry, nothing I can do. At one point he stopped me mid sentence and said, you can keep talking but there is nothing I can do. read more

Have had excellent service here in the past. Came in today. No one greeted us or put us on a waiting list. We were ignored. There were at least 4 other customers who were waiting. At least greet people and give them an idea of how long the wait will be. read more

Horrible customer service. Sales rep was rude and condescending, would not honor at&t website promo deals!

This is the AT&T Store that I most often go to at 1408 North Dale Mabry. I've been to others, but they do not compare to this location. The service is great, the employees are very friendly and knowledgeable about all of their products and services. I'm so glad this is close to my home, but if I had to, I'd drive further to get service like I get here! Are you sure I can only give them five stars? read more

Have had a problem with my LG phone for some time. Took it to the store in Lutz managed by Brian. It was a tough problem but he solved it. Many thanks. read more

My poor parents had the worst experience at this location. My Mom bought a new phone (and case) at the AT & T store that took 2 hours. She went next door to get coffee after buying the phone (iPhone 8). When she returned to the car and took the phone out of the box it would not turn on. She went back to AT & T and waited again. She explained to the store manager, Benjamin, that she just bought the phone less than 20 minutes ago and it will not turn on. He tried, but said she had to go to the Apple store at International Mall, which she did (this is NOT close to their house at all). Chris, at the Apple store said to take it back to AT & T as it was a brand new phone as Apple would only be able to give her a USED, refurbished phone. She went back to AT & T, waited again, and was told too bad we cannot take it back as the phone is not working. Five hours have passed. My poor Mom spent the next two hours on the phone with AT & T customer service. Finally, a supervisor said to return the phone to the point of sale (the AT & T) store. She said she wrote a note in her account that the store manager could read, indicating to take the phone back and not to charge me a $45 restocking fee. (Which is nuts, because they could not resell this phone.) She went to the AT & T store at 8AM Friday (11/24) and had Benjamin read the note in her account, which he says is just a summary of her customer service conversation. He tells my Mom he does not have to listen to customer service, anyway. She called AT & T customer service again, we go around again, with them telling Benjamin to take the phone back, he says no. AT & T tech support gets on the phone and tells me to go to Apple as they cannot take the phone back due to a contract they have with Apple. Apple Care gets on the phone and they can't help and tell me to go to the store where she will be given a USED phone. The cost of the new phone, case and tax is about $800.00. As her daughter, I contacted AT&T and could only get a P.O. Box mailing address in Fort Wayne, Indiana. I messaged with 3 social media specialists who were NOT helpful and could literally only provide me with the store phone number. They would not tell me Benjamin's boss's name, which is CRAZY! How are you supposed to elevate an experience like this? This experience should never happen. Having previously worked retail and customer service, I'm absolutely floored. I do not recommend this place and would give zero stars if possible. read more

Disappointed. Came in on Monday 12/11/17 around noon. Name was put on the list. Wait was short. Was helped by Jesse. Told him I needed a cell phone for my daughter, as well as insurance, and a cover because she broke her screen and phone was glitching. (Problem 1) A lady walks in the store and interrupts us. Rather than telling her to sign in and wait for the next employee to help her, he leaves me standing there while while he assists her with her question. After the interruption, he proceeds to ask me how old my daughter is. I said 22. (Problem 2) He said "well tell her to buy her own damn phone." I explained to him that was not an option at this time. Then we started looking at phones. I asked him about buying the phone rather than installments. He looked annoyed at me and said "well we don't do that you have to buy it from Apple." My husband texted me about an offer for BOGO on IPhone 8. Jesse said that was only for adding a new line. My husband did not see where you needed to add a line to get the BOGO offer. Said that to Jesse. He said "listen I have been doing this for a long time and I know what I'm talking about." I told my husband via text again. My husband said tell him to put it in writing I told the rep what my husband said. Oh boy. Things got uncomfortable. (Problem 3) Jesse became impatient and angry. I apologized for any problem I was causing. (mind you at this point I was also frustrated with my husband, but as much as that frustrated Jesse, he failed miserably in basic customer service). (Problem 4) He put the IPhone back he had taken out for me and just walked away. I told him I wanted the phone. He said "well I put it back and need to wait on other customers." Coincidentally at that point someone walked in he clearly knew he said "Hey" and started taking with them. Apparently that was the customer I was holding up (or maybe a friend he was going to have lunch with ). I told him "clearly this is not working for you." I left the store. No sale. His customer service skills are unacceptable. Even if a customer is challenging, you should never just blow them off. He was condescending right from the "tell her to buy her own damn phone" comment. I have been an AT&T customer for over 10 years and felt like I was such an inconvenience for this employee. I won't be going back to this store. Frankly I don't think I will stay with AT&T. No longer under contract. They can lose my phone sales and wireless business at 185.00 a month. There are many other wireless companies. I will try another place that hopefully won't get upset if I am not an express transaction. FYI. I truly don't believe I was in the store for more that 20 minutes from stepping in and waiting to walking out. read more

Was bad in the past. Great sales guy today. Helped us sooo much more than the other ATT closer to Busch blvd and Dale Mabry