My wife and I visited this location yesterday after a horrible experience at the other location on Mobile Highway. The customer service rep told us they have no idea what they are doing over there. We agree. He went on to tell us we had a "phantom line" on our account we didn't even know we had. We canceled all her services immediately. I will be canceling the rest of my services with AT&T by the weekend. Do not recommend. read more

I just visited this location, had a nice visit with a super professional young man who canceled my services with AT&T in under 5 minutes, record time. He was so kind to inform me that I had an extra "phantom line" attached to my account that I was not aware of. I canceled my services instantly. I will never do business with AT&T ever again, period. Do not recommend. read more

I would not recommend making the drive to this location. We traveled pretty far because we were expecting to receive good customer service, but instead we left feeling like we had been lied to and wasted our time and gas. On top of that, the way we were treated compared to white customers made the experience even more uncomfortable. I can only speak on what I personally experienced, but I definitely did not feel welcomed or treated equally. Very disappointing, and I won't be returning. read more

Since switching over to ATT , I have not been able to transfer all data from my old phone to my new phone, my husband has been to the store a couple times times with no resolution. He was told if I went in, it would not be a problem. I was told it's not an AT&T problem and to contact Apple. These folks are useless and could not care less. read more

Service after all these years still slow. No phones in stock. Just stick with 611. Always an issue. read more

AT&T Store - A sad excuse for a business. - Mobile Phones Near Me - Pensacola, Florida

Do not purchase Direct tv from AT&T on Mobile Hwy in Pensacola, Fl. They do not hold up to their items promised upon signing contract.

We went to upgrade our 2 promax 14s to promax 16 ,and we owned them free and clear. The guy tried sell us on early upgrade option which we told him we did not want. Get home after 3 hrs and find it added. We called main office and was told within 14 days you have to go back to store and this was after another 2 hrs not to mention we had to return once already so they could give us our AARP rate.So now they have taken our phone lied and defrauded us and said have to call corporate and to bad. What a fraudulent business. We have 9 plus hrs in so far. read more

Customer service couldn't be worse. Tried to cancel service, 20 min saying no thank you to offers, turns out he can't even do it, transfers me, woman finally cancelled my service although was very rude. I asked for a confirmation number and she just hung up. read more

Jason was fantastic helping us upgrade our phones. He was patient and knowledgeable!

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. 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. I also haven't been that happy with their wireless service in comparison to Verizon. It's been 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 a local & 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, their unsatisfactory customer service will cost them more than the un-redeemed gift cards in the long run. 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! read more

No customer service. Completely ignored us with no desire to assist. Had told me last time to go to geek squad.

Totally get why this store has 2.5 rating. i arrived at the store for a return item and i had my receipt. Got on list. There were approximately five employees. I waited over an hour while i watched one female go out to some ones car and talk to someone. There was another female that didn't look line she was assisting anyone so i asked her and she just said shes be with me shortly. i asked a young man who was using his phone could he help me to which he said he was on break. i witnessed another employee after helping a customer go to the back and not return. i finally got up and left. For your information. The is extremely poor customer service. I am the owner of a Painting Company and a long standing customer of att products cameras, office phones and cell phones. i am highly dissatisfied with this experience at the att store 9th and Bayou, Pensacola, Florida. read more

I am in the ATT store on 9th Ave. I walk in and a couple was here before me waiting. Three employees all with customers. Ok so everyone is busy. Here's my issue no one speaks to any of the waiting customers myself or the gentleman that comes in afterwards. The gentleman ahead of me has to ask for assistance. When we were checked in I asked for the manager. Guess what he is one of the three working employees. Sooooooo you didn't think to speak up and apologize about the wait. I am in retail sales so I fully understand first impressions. This type of lackluster customer service is so disappointing. You are left feeling you have to deal with the poor customer service when you need to actually come in store. Please do better!!!! read more

Don't let them talk you into an unnecessary secondary line that is "cheaper" unless you want 50+ spam calls a day! They made me feel stupid for asking if this would happen and it did! I haven't given the phone number out yet so many spam calls a day. It's really frustrating and could have been avoided. read more

My mother went in to upgrade her phone and was put on the Next Up without her knowledge. I called the store twice and spoke to Matthew who took ownership and got the Next Up removed. Really appreciate the customer service level to fix the issue read more

This store will have you waiting for 30 minutes with zero customer service. They will all of a sudden decide to start "signing people in" with no regard to who has been waiting longer. Seems like there's a better way to manage a store like this. read more

My mom & I stopped by the AT&T retail store at the corner of 9 Mile & Pine Forest Rd. in Pensacola. Andrew Z. helped both my mom & I replace our screen protector. He was very nice & he was all about helping us. Other places I've been to act like it's a pain to do their jobs. That's beside the point... Andrew also helped teach me to reprogram my AT&T wifi to my Apple music in my car. He stayed outside my car & told me what to do. That's going beyond the call of duty in my book!! I REALLY appreciated that!! Thank you Andrew! Sheryl & Shari read more

Very professional and knowledgeable staff. The sales rep John Lane was super awesome. Efficient and courteous. The store was clean but busy. We made an appointment and I strongly suggest that you do the same. People were waiting for a while if you come during a busy time. I would recommend the store. They also allow you to demo Directv while in the store. read more

We went into the store and flat out told the rep that we were prepared to buy new phones and we ended up leaving because he was so bad at his job. How do you mess up such an easy sale? Staff seemed incompetent. We wanted to trade in our phones and the rep helping us could not provide any clear explanation about billing or promotions. He mumbled and seemed unenthused from the moment we greeted him. We ended up telling him we weren't interested and drove to a different location. read more

Had a great experience with Sam at this location! I went in to upgrade my broken ass phone to the iPhone 11 and it took no time at all. Thank you Sam! read more

When you enter this store, figuring out how to navigate is confusing. You have to seek out a rep. After that, the service is INCREDIBLY good. The reps are eager to help. Luwan set up my replacement phone with excellent knowledge and enthusiasm!! She walked me thru the entire process with no hint of impatience with my beginner skills. I felt that I was the most important customer in that store. I am loyal to AT&T and Luwan is one example of why. read more

Out of the 6+ locations I have been, this location is the worst service of all. I waited for 2 hours with zero service. The "service screen" where people were supposed to check in was useless - the staff ignored it and just served whomever got in their face first with no effort to find who had been there. When I approached the manager he said I was "third on the list" - yes, I had been third on the list for 2 hours and 23 minutes at that time. The other two people had already left. The manager was hilariously disrespectful to me, my grandmother, and the other elderly woman on the "service screen". This location needs to restaff managers to bring up the already-poor service to at least humane levels. read more

I prefer to go to this AT&T store as opposed to the one on Airport Blvd., since their hours are more convenient for me. Ok, so here's my story: I was trying to get an iPhone 5 as an anniversary gift for my wife, and mostly every other AT&T store was closed that Sunday. So, I stumbled upon this store. This is a newer looking store than the one on Airport Blvd., and larger too. The guy helping me was super friendly and we ended up engaging in conversation. Within 20 minutes, I was ready to head out the door with my (my wife's) iPhone 5. read more

The new store manager, Leah, is as professional and courteous as they come! I first started working with her when she was in Connecticut well over 12 years now. I still continue doing business with her since she relocated to Florida. Just updated my phone and will soon do the same for my husband. read more

This staff is indifferent, dismissive, and interested only in new sales. This includes the manager I asked to see. I finally went to the Gulf Breeze ATT store and was patiently and professionally handled, and my phone problem was solved after many contacts with ATT tech service. Ciara at GB was what I expect from ATT. read more

The store on N. 9th has poor accessibility and parking. I have been there twice and treated rudely each time. My service with AT&T started many years ago when they took over from the previous carrier. The people on Airport Blvd. were much nicer but they closed. There are dead spots, one being my office. I have to go outside to use my phone. Not good. I am seriously considering switching to Verizon. read more

I entered the store ready to renew my contract and upgrade my phone. Was not checked in, but could see that most employees seemed to be with other customers. However, two employees were standing in the store on notepads speaking with each other. After 15 minutes I left without having been spoken to or helped. Will possibly try a different store location. read more

Major management issues! My phone broke 3 days ago so I came into the store yesterday so replace it. I can see on my account which has 3 lines that one of them has been paid off and is therefore eligible for an upgrade. While trying to figure out what my best option was as far as upgrading, Jeannette, the employee working with me, told me there were no lines on my account that were eligible for an upgrade. I found it very strange that she said this when I remember seeing the eligibility on my account. Jeannette went on to charge me 8 month's installment to pay off my broken phone in order to upgrade and get a new phone. I was upset that I might have been confused, but went on my way. Once I got home I logged into my account and saw right there on the screen that 1 line on my account was paid off and therefore I WAS eligible to upgrade! I was furious that I was charged to pay off my phone when I knew that I could have used that other line's available upgrade all along! I immediately called AT&T's customer service line who were very helpful and understanding. I spoke with two different representatives and both told me that I was right, and that there was no reason for the store employee to blatantly lie to me and not let me use the available upgrade on my account. For a fellow AT&T employee to admit that it was very shady for Jeannette to do that to me meant A LOT. I waited until this morning (the next day) to go into the store and speak with the manager. I had to take time off work and spend way longer in the store than necessary. Not only was I given the run around, but I had to wait OVER AN HOUR to speak with the manager who ended up being the woman standing at the counter all along. I explained to the store manager that I think Jeannette was being unethical and probably just wanted to make a bigger commission off of me, and that customer service told me to come into the store to dispute what happened. Customer service assured me that I can still do a "crossover upgrade" within 14 days of purchasing the new phone. All the manager had to say was that there is nothing they can do and that if I wanted to return the phone I bought, I could but I'd have to pay a $45 restocking fee AND that they would not be able to give me back me money I spent on the upgrade!!! I was so distraught that I immediately left and called customer service. They called the store manager themselves to dispute the claim and it turns out it's up to the store's discretion and so it's the store's policy that they cannot undue their screw up (for lack of better words) so I am basically cheated, taken advantage of, and out over $200 when I never should have had to pay that! This has left me so turned off with the company, even though it was the store's employees and manager who mistreated me and not tech support or other AT&T staff. I will be switching providers immediately to another company that doesn't steal from their customers!!! read more

Beginning to think yelp doesn't allow negative reviews of the infamous At&t. This is my third attempt at it in 3 years. Walked into the at&t store on pine forest and 9 mile rd in Pensacola. The guy helping me said that I would get a 200 dollar credit within 60 days in my bill. Never got said 200 dollar credit. Long story short they sent me to the headquarters for Pensacola by Cordova mall. They got me on phone with someone that claimed to have the power to rectify the situation, and they told me to go back to the store that I had just left and have them call him back. I did exactly that. This person got on the phone and consulted with a group they had with me waiting for 20 more minutes to receive a "sorry we're not going to do what our representative said he would do." Over a period of couple of months I had driven all over town several times wasting about a day and a half and good bit of gas because at&t is I cheap that they won't honor their word. read more

Very poor customer service. I was told 3 times by the representatives it would be a 10-15 minute wait and I left after an hour and 15 minutes. Apparently they do not cross train their staff, and only 2 staff were helping customers while 3 staff members were in the corner chatting and unable to help customers. read more

This is absolutely cruel.. i was ready for me and my dad to get a new i phone and they said i would buy and get one free, i was like this is amazing! And then the next day i find that the bill is out of hand it way over the budget than they said it would be and we went there soo many times i would say like 17 times to see what the problem is and they always promise that they would get it fixed on like Tuesday or Wednesday and we never get a respond from them, they turned off my LTE and i hoped this problem would get fixed but AGAIN every time me and my dad go, they would have something to say.. i am so disappointed... this is my 4th month without LTE and without free calling.. really good treatment! Really bad service tho.. :/ read more

I had to visit this store to get a Sim Card for my iPhone as I briefly switch to Android, I wasn't a fan so wanted to go back to using iPhone, upon my arrival I was treated like royalty, before I can even get to the door, a sales agent held it open for me and before I was looking for someone to help me, I didn't have to wait at all, the same sales agent who held the door open , assistant me right away. I wish I can remember his name but he went far and beyond to help me, it was the best customer service experience I have ever received in my life and the best service I receive since I have been in Pensacola. Before I arrived at the store, I was anticipating on spending a hour or so before someone could help me because I figure it would be a lot of people waiting ahead of me but that wasn't the case, there were other people there but I was able to get in, have everything take care of and out in the likes of 10-15 minutes top. I highly recommend this store for any ATT related needs, you will experience the best customer service ever. read more

This place sucks. Slow service. Waste of time. Better off using website and waiting for phone.

I am a retired U.S. Navy Veteran. I am 60% medically disabled and served in both Gulf Wars. My Landline (POTS: Plain Old Telephone Service) was ordered on the 4th of March. I confirmed the date for installation on the 20th of March. On the 21st of March, the date of installation, the POTS line still had not been installed. After spending the entire day calling various help lines I was told it was installed. I have tested each line in the house. There are no dial tones. I can not dial out. When I use my cell phone to call my work phone (POTS) the phone does not ring. THERE IS NO SERVICE. I was told it must be a problem at the box. Then how was that not tested? No technician installed anything at my house. No one checked the line on the day it was "Installed". I ordered an INSTALLATION on the 4th of March. Nothing has been done. I need this line for my job. AT+T is taking my livelihood from me. Is this how Veterans are treated. Is this HONOR, COURAGE, COMMITMENT? These were ideas that kept Sailors in order, but AT+T gaffs off and just lets retired Veterans flail in the wind. 20 years of service to my country, but not even a courtesy call from AT+T service to ensure I have what I need to work from home. FAILURE, NEGLIGENCE, and INEPTITUDE. That is AT+T's helm. Those are AT+T's core values. You are a disgrace to the country I fought for. read more

Customer service is horrible! We were told many things over the phone that they did not follow through with. 5 months ago were switched phones and were supposed to get gift cards for returning our old phones. We sent back the old phones using their address labels, but they claim the phones went to one of their warehouses instead of where it should have go so we would not receive our gift cards. I think they just stole our perfectly good phones. I would not recommend AT&T to my worst enemy. read more

Save your time and money; dont get service with ATT. We moved from Pensacola in March and had our DSL internet disconnected the month before but they have been charging us for itnernet since. Fast forward to today and they are still billing us DSL service, despite the fact that we have not used their service as we havemoved to Hawaii. It's been a nightmare trying to get this resolved. Every week we call them and it's the same incompetent answer, they keep forwarding our phone calls, and we never get an answer as we are accidentally disconnected from their end. In fact today, we got transferred seven times, same answer, same routine with them hanging up on us. They wont correct the problem or back pay us. We have since switched over to another phone provider. read more

I needed to set up an account with my husband who is in the U.S. Navy. The AT&T expert that helped us was Dave. We had no idea where to start with which wireless phone plans and how to apply the 15% military discount. Dave explained clearly all the different wireless plans along with the data plan and different phone selections. He even applied the military discount and made sure everything set up on our account was accurate and correct. He was extremely knowledgable, helpful, and provided great customer service. He was very personable and was originally from the Bay Area in the West Coast, which me and my husband were too. Dave asked how our day was and how it was like visiting Pensacola. So we ended up getting a family share plan unlimited talk & text with shared data along with two new IPhone5s! We added on a screen protector which Dave put on both phones with no lint or bubbles, it was perfect! Most places mess it up when putting the screen protectors on. I will definitely recommend coming to this store because they're very organized, efficient, have lots of phone selections, and the staff are all knowledgable. Next time I need an upgrade or have questions about my plan, I will for sure come back and ask Dave to help us! :) P.S. Avoid AT&T authorized retailers because the last store that was next to a Target we went to was trying to overcharge us and said the Military discount was $15 and we had to stick to a specific plan to get the discount! Liars! But come to this store instead!!! read more

Just ridiculous that I when I went to the store with an hour till closing that it would be locked up. I could see both customers and employees and just wanted to look for a phone case. read more

I came in on a Saturday which was probably a bad idea but I have patience. I sat in here for 30 minutes to change my plan. While I waited a man in a black vest(I'm assuming the manager) came up to me and asked if I was enjoying myself as I played with one of the phones to kill time. I asked if he was going to help me and said no and that someone would be with me soon an he continued roaming the store. Wtf? When I finally got help the guy told me to call customer service before they could help me because I wasn't primary user. All I wanted to do was know how much it would cost to cancel my plan. The man I was talking to couldn't give me access without my husband who is the primary user and he couldn't talk to my husband over the phone to change it because my husband wasn't present with an ID. He had me call my husband to call AT&T's customer service to add me as a user (because that makes so much sense), and they put him on hold for another 30 minutes. I left before customer service ever answered. read more