Went to a ATT store 1.5hours away to replace the ATT shield on iPhone (under lifetime warranty). Didn't notice until I got home that the ATT person put the shield too low on the phone (didn't use the plastic cover to put it on). Top of phone not protected. Called this store and told them the situation and they initially told me I had to take it back to the original store. After I told them it was 1.5 hours away, they asked if I could hold to see if they could replace the shield for me. They told me that they would "take care of me." Just try to get to the store 30 minutes prior to closing. I went to the store, and everything seemed to be going well. Then he asked me to pay for the shield. I told him that since an ATT person damaged the shield, I shouldn't have to pay. He said he would "take care of it' if one of his employees did the damage. I told him that even though he isn't a corporate store that an ATT employee damaged the shield and I should not have to pay twice for an issue that ATT created. This would not have been something I put a negative review on if they just told me when I called that they would replace the shield but I would have to pay again. It seems pretty obvious to me that I could just buy a new one at any store. The person i dealt with first said he was the manager. Later he stated he was the general manager. This warranty item was $10 plus tax. When I asked him if it was worth losing a customer of over 30 years. He simply said "goodbye." Not something I would expect from the General Manager. read more

I loved working at this store. I had good employees and great customers! Location is great

It usually a fan of non-corporate / authorized retailer stores, because I'll be honest and I knew someone that owns a very big chain and they make a lot of money by spiffing their sales reps to hit sales numbers. That's not a stab, that's business; car dealers wait and stalk for you as well. So, with that being said, I typically prefer to go to the corporate AT&T store where I know they don't make commissions, etc. Really have to say these guys are actually decent hard working guys (and girl). I've come in quite a few time: check my account, replacement pairs, accessories that I needed before Amazon could get to me, a charger for my Mom last minute...you get the idea. Every time I've needed something, they either helped direct me to the best, and ironically one of the most reasonably priced, item they had. The last time I went in they said that for this one specific usb to micro usb connector that Publix in the same plaza had it for half the price, so I should go there and check. That's pretty darn cool by my standards. DO NOT GO NEAR THAT STORE AROUND 4 PM!! Lake Nona Middle School lets out about that time and the parents use the shopping center parking lot to pick up kids that are supposed to be walking home. I have 3 kids and I'm telling you its a zoo. Any other time, good as good, but avoid 3:45-4:5 ish if you can. ATT Store can't control that, but you can avoid the time. Hope that helps someone from a total anxiety attack like I had first time! read more

I previously had sprint and could not stand their stores so when it was time to get a new phone I was already dreading the long waits and rude customer service I usually experienced. But my boyfriend and I went in and we're greeted immediately by Ian and he helped order a new phone for me. When I received the phone I went back to the same store and was greeted by him again he remembered us and immediately got us set up. He convinced my boyfriend to switch plans and got him set up with a new phone as well and was very educated on the other products we had questions about. Super friendly! Thank you for making me not hate the process! read more

I recently traded in my phone for an upgrade and told the customer service rep that I didn't want any other add-on's or charges besides the new phone. She promised that my bill wouldn't change other than the new phone installments. I asked again 3 times to ensure no other charges would be added to which she guaranteed there wouldn't be. Less than 24 hours later I saw where over three new monthly charges were added (various types of insurance I said I didn't want) in addition to my phone installments. I had to have three separate phone calls with customer support to get them removed. If you go here, just be ready to spend the next day trying to get items off your bill that you didn't ask for and you were told wouldn't be added. read more

This store is horrible. Save yourself time and aggravation. These men here are clueless. Went in for an upgrade on a phone and they couldn't do it. Thank goodness went to corporate store and the service was excellent read more

Called the store just to ask a quick question about changing a SIM card. Pushing #3 to speak with someone does nothing. No, please hold, no music and definitely no service. You're just put out into the abyss of the unknown. I have had several issues before this even. Wrong phone delivered along with several incorrect statements. Getting things corrected is a nightmare after they screw up. read more

Ok Friends! This place deserves a review... as soon as we walked in, the two AT&T representatives greeted us 'Warmly'! Christopher Cedeno (aka, curly top ), too is in and gave us the best customer service that we could imagine!!! Hats off to the AT&T team - they were awesome and we would Highly recommend this location! See you again Christopher read more

I had such a great experience working with Onadel. He was so patient and walked me through everything I needed when it came to getting my new phone. He was so thorough explaining how to switch everything over and made the experience extremely easy. His coworker Olanike was also so sweet and they make a great team. Definitly recommend going to this store if you need any help! read more

This afternoon around 2pm, my wife and I walked in because her phone has recently been losing charge quickly. There were 2 reps working, the female came over after finishing with another family and inquired about our visit. We explained the issue, and before we could finish the explanation she immediately suggested we call the Insurance company. We had to ask for a diagnostic to be performed and she gave the excuse that the diagnostic machine wasn't working properly. We finally fully explained that the phone is capable of fully charging, but the battery dies within 5 hours. Her solution was to plug the pphone to a cord and tell us that the battery is fine but the port is loose and that insurance can send us a replacement. Again, she jumped right to insurance. Which was followed by this quote: "When you buy a phone and you walk out of a store, that's the risk you take. You don't know what's going to happen." I've had experiences in the past where I've gone to corporate cell stores (including AT&T) for an issue and they've directed me to another store or had a technician onsite who could fix the issue. I said it was unfair that we would have to pay for a refurbished phone if it's something that can be tightened, so she passed us on to the next rep. When he finished with his family, he came over to us and fed us the same line, adding in that the first rep was new and had been with the company for only a month. The second rep simply said that unfortunately there was nothing he could do. We could call insurance or take the phone to an "I break You Fix" place. He took a look at the phone and commented that there were no cracks or signs of damage to the phone, which he seemed surprised about. At no time did either of them offer to look up our account or suggest maybe an upgrade to a new phone. I sincerely hope the rest of the staff at this facility have better customer services than either of these folks, because this is how you lose long time customers. read more

For the 2nd time, Robert - store manager, helped me with an issue that even calling 611 couldn't resolve. He could've easily told me there's nothing that could be done, and sold me a new phone, but instead he took the time to google the issue, and fixed for me. He also follows up to ensure that the fix worked. I will travel across Orlando to purchase phones from him, as he's an asset to AT&T. read more

I've been in the store for 40 minutes and haven't been talked to or HELPED yet. I'm infuriated because I have other things to do as well. I am surprised there is only one person working, and he isn't even trying to see what I need help with, and doesn't even seem sincere to adhere to my issues. After today i will never be here again!!! read more

The Lake Nona AT&T was the worst customer service experience I've ever had in my lifetime, and I'm a former retail manager. Andy Santiago/Manager is a used car salesman, who pushes Directv down your throat like his life depends on it. I went in for the buy one get one free deal on the iPhone 8, and I ended up with two iPhone 8's, Directv, iPad, a 3rd line activation, and no buy one get one free on the iPhone 8. I went back to the store to get Andy to honor my buy one get one free deal, and he wouldn't do it. Then I emailed the owner or district manager, and he never called me. Cowards love to sell you something, but they can't look you in the eye to resolve a problem. They need extensive customer service training. I will never do business in that store again, and I wouldn't recommend them to anyone. Buyer beware!!! Pissed off in St Cloud, Fl!!! read more

Good morning, I would like to thank you again for the fantastic service I received by your employee ERIC yesterday. I am a bit old (77) and although I have a tech background, these cell phones really give me a challenge.. Eric had the utmost patience and certainly knowledge of my phone (android). I stopped in to my local ATT over a yr ago in St. cloud and was kind of laughed out of there because they said they don't provide any technical help. I have hesitated ever since to ask for help. Your location in Lake Nona sure far excels that of St. Cloud. Eric not only helped me with my most critical problem, I asked him for 1 more thing....1 more thing about 5 more times and he just kept solving my problems. Praise to you also, if you are the one who hired him. I live in a small community (Harmony) and have many chances of answering people on who to have for cell service. I will always take the time now to tell them about my experience with Lake Nona AT&T. Thank you again, Nancy read more

We came in to purchase 2 phones and we were only told about the galaxy S10 promotion of buy 1 get 1. I even mentioned that wouldn't work with my Apple Watch and the sales person said to give it a try, so we did. Of course we didn't like them and after 3 days came in to switch them to the IPhone. We were then informed we would have to pay a restocking fee of $45 for each phone. We explained we weren't told IPhone offered the same buy 1 get 1 promotion and of course that didn't matter. We were here for over 4 hours because they had a new system and didn't know how to work it. We couldn't even return the case and charger because no one knew how to do the return. That experience to say the least was not very good. Now unfortunately we are back again and there is only 1 person in the store with multiple customers and as before the so called manager ups and leaves the store short handed. After this visit we will not be coming back here we will drive out of our way to avoid coming here again. Not a very happy customer!!!!!! read more