Lost my phone and went in to see my options. I had my older iPhone seven I was told I could trade in. The sales associate told me I could get $350 for it as he looked at the phone. We went through the whole process of choosing a new phone. Paid off my old phone balance, Charged me the taxes and fees, new accessories, and for the new phone. About an hour in he goes to put the trade in. He picks up the phone and says that they probably won’t accept it because it was cracked. Then I was told he can submit it anyways but they most likely will not accept it. So I told him I didn’t want to pay that much because he told me I could get the trade when I started the process. I said I did not want the phone anymore. He then proceeded to tell me that there would be a restocking fee for the items I was “returning” but never actually touched. Essentially he was trying to get more money out of me. The manager attempted to resolve the situation with returning the items however the computer system then was not cooperating so another hour later I was still there. Left without a new phone. Very disappointed that the associate was not upfront with me about the phone in the first place because I probably would have paid the extra for a new phone as I didn’t have one... also the manager told my husband that getting upset about it wasn’t going to solve anything before knowing the whole situation. Then apologized multiple times when I was there for another hour and realized how visibly cracked my “trade in” phone was to anyone looking at it. Very disappointing.

I came in to the Lutz AT&T with a locked tablet. I’ve been trying for 3 years and no reps have been able to help. But STEVEN was excellent! Stopped at nothing to get my tablet working again! Managers, take notice!

If I could give more than 5 stars I would, Stefan gave amazing customer service. He went above and beyond to help me out and It was obvious he was very knowledgeable and passionate about providing for customers. Thanks again Stefan!

Stefan is an amazing employee. He went above and beyond for my grandmother who is in her late 80s and has a hard time understanding. He took his time explaining things to her and was a joy to work with.-Andrea Provenzano Khan (granddaughter of Jackie McGowan)

I have been a client for about 6 years. I decided to upgrade my phones. This guy told me about the promotion they had going on the SamsungA32. Im still havent got the deal yet. I called customer service on three different occasions 7/7, 8/1/ and 9/3/21 and now they told me I need to go back to this store, where they screw things up. I guess I was mislead by someone in the store about this promotion. This is absolutely ridiculous!! I am very frustrated. Someone needs to be held accountable for this mistake.

I did my trade in for the iPhone 12 with the promotion they had going on in the beginning of January. It’s April and I haven’t got the deal for the trade in. I was mislead by someone in the store about this promotion. Someone needs to be held accountable for this mistake. I will be getting a hold of the SM of this location. This is absolutely ridiculous. Stay away from this store. I will only be going to corporate stores moving forward. I still haven’t got anything handled!! One star until this issue is resolved!

I worked with Danny to purchase a new iPad. Quick and smooth process! Super helpful and knowledgeable. Best customer experience I’ve had.

I worked with Danny on an Insurance Claim. He was awesome! Extremely knowledgeable, great customer service.I will definitely return to this location.

The manager and salespeople are amazing. They go above and beyond for their customers

Great customer service and knowledge staff. Thank you Stefan for all the help.

My husband and I visited this store earlier today to upgrade our phones and our plan. There were 2 people working, both busy with customers.Not once in the half hour we stood there, did anyone acknowledge us or ask if we needed help..We ended up leaving.Awful customer service. Will Never go back. Decided to change carriers. Verizon would probably welcome new customers.

Julia provided outstanding customer service. She assisted me in updating a new I-phone device. I travelled 15 extra miles to meet with her because I did not get the same quality service from another store. Thumbs up to this employee. 👍🏼👏🏼😊

Worst place to go and get a phone, service is horrible, noone here is helpful, Really bad service.

Stephan was great, very knowledgeable and very helpful

Great store great service. Rob the manager helped me with a bad situation where I was scammed by a dishonest sales agent at the 1812 n westshore blvd. store. Rob and his employees were very helpful and friendly. If you want great honest service go to this store and see Rob and his employees..

Daniel was awesome! Very nice and very knowledgeable!

All workers are unprofessional. If you would stand inside the store and observe their customers assistance manners and knowledge what they are doing, you would never go back to this AT& T store!!! My internal voice says me that there are working employees who is relatives to the Boss. All employees useless, unknowable and unprofessional. You will come there with whatever your problem and leave the store with the same problem. Employees just with rotate your phone and look on it in their hands pretending that are trying to help you! That store just pathetic nothing else. Here is working same employee that work in other nearest store, so do not go to the nearest AT&T store, too!!!!! Those stores exist on map only but never ever help or support fir AT& T customers! Those stores just shame and customers disrespect!!!!!!

I was very pleased with Greg the guy who helped us get service an new phones, he spent many hours trying to help us. Also he would joke with us an made the whole experience great and he remembered our names! Overall great service thanks to Greg. ( he is usually at citrus mall, but we got lucky enough to have his help!)

Visited this location 11/13/19. Was told by an online representative that I could get help setting up and purchasing an online plan. 3 representatives present in the store. No one willing to help. They told me they couldnt help me. Really poor customer service training. I was there to buy. Im not a shopper. Why have stores and 3 people working if no one is capable of doing their job. Shame on at&t for poorly training their staff.

Mgr Rob & Julie we Very helpful. Love this place!!

BEWARE: This location is NO LONGER a CORPORATE store. It was closed, sold off, and reopened as an authorized retailer! They will mess up your account and will put a sale above customer service! BEWARE and look for corporate stores which have better trained salesman which care about the customer!

Julia and Jarrett at the N Dale Mabry location are absolutely wonderful.

The Lutz, FL store is clean, well organized and easy to shop in. The staff are very helpful and are actually concerned with how they and AT&T can best serve you. Truly a great experience here.

If you live anywhere near state road 54 & Collier you wont receive any service from AT& T. Its a dead zone all over this area. You wont receive or be able to make calls. Youll have to get a microcell tower. I get better signal in Thailand.

I waited over 40 minutes before an employee even greeted me and the store wasn’t that busy. Staff is somewhat knowledgeable once you can actually get a hold of them. From what I overheard, the employees are more concerned with making small talk with customers rather than actually helping out the people waiting to buy things. Overall a bad shopping experience. Try to go anywhere else.

All of the employees i’ve met are super nice. sometimes you have a long wait for service but once it’s your turn they are super attentive. i feel lucky this is my local store

Horrible customer service from at&t associate Jarred. He gave me the impression that he didnt have time for me since it wasnt a sale option. Only after pressing him to do his job did he come up with a viable option.

Went in to help with my trade in. In and out in 20 minutes.

They take care of me but at the moment seem pretty disorganized.

My wife and I waited over two hours on a Saturday afternoon while the store was packed. We wanted to purchase a Christmas present I phone X. All of the associates were taking care of customers. The manager was doing inventory. Really, leave people wait while doing inventory. AT&T, you really need to get your s#it together..

HORRIBLE! Please go to the store on 54 in Lutz. Greg is totally inept and Iris is no better. I went there as a customer of AT&T to transfer to another phone that I already had. Greg switched the sim card and my info was not getting transferred so I asked for help. He told me he was not allowed to touch my phone or give me instruction and I would have to go to the Apple store in Brandon. I was so furious and I went to the store on 54 in Lutz. Wish I could remember his name because he got my phone going in about 5 minutes. When I told him what Greg and Iris told me about not being able to touch my phone he laughed and said thats what were here for. Thank goodness I went there before driving an hour to Brandon. I WILL NEVER WALK INTO THAT STORE EVER AGAIN

Youll be ignored, passed over, and not treated nicelyThe employees at this store are not very nice. I was not greeted when I walked in by anyone, and no one even made eye contact with me or acknowledge that I was there. After a few minutes of standing around someone came out from the back with a tablet asked me my name and what I was there for. They then proceeded to help the person that came in AFTER me. To keepup with the rudeness the manager walked out right past me twice while seemingly doing nothing and no acknowledgement. Then he finally came out from the back and asked if mine name had been taken down. He was about to ignore me when another person told him I was there for a simple SIM card switch. He proceeded to be very dry with me, and to boot charged me for the card, which Id been told online would be free (note just order your new card online where it is free).

Very poor customer service. The employee I dealt with was rude, and had obviously not been versed in dealing with a customer that has complaints (due to which was caused by their non-coverage). He then inaccurately stated that ALL carriers charge a re-stocking fee within the return period (which is not the case, because Sprint cancelled my service the same day I started service in their longer grace period with no charge). The manager said upon activation that I could return the device and cancel service with no cost other than the services used. There was never any mention of a re-stocking fee. I am very unsatisfied, and will never return to an AT&T store.

Jesse was awesome! He really helped picking out the right phone and didnt try to sell the most expensive item! I will go back to him when I need a new phone

The manager came and spoke with me after I waited for what seemed like 15 minutes...with no customers in the store. In fact, the Samsung rep was more helpful than the ATT employees. The manager promised me a call the next day - which never happened. I am in the process of switching back to Verizon.

Coverage wasnt what I expected, returned and cancelled after 10 days. Wouldnt stream music in areas that Metro never had trouble. Voice coverage was less than adequate as well. That wasnt my biggest beef. They charged me for a second line that I didnt have. Didnt credit me for returning the phone and charged a restock fee when salesman said I could return with no charge.I am still trying to straighten out the billing fiasco. Manager Benjamin is unprofessional. People like him discredit the title manager.

Our family has purchased 4 new phones here in the past 2 months. All different experiences but each time the employees here were top notch. Purchased an iPhone XR & Samsung Note9-no problem with either. Easy setup & great phones for our kids. Husband first chose a cheaper Samsung he had before (was perfect) this one was glitchy right away. He went back to this store. They helped him try to get it working but the new phone just wasnt going to work for him. They ordered him another phone, took back the original, gave him a loaner for a trip he needed to take & took great personalized care of him. I went in & needed to add another phone to our service for grandpa. I told them what he needed (easy phone, no gaming, reasonable price). They nailed it. Directed me immediately to a perfect match for grandpa. I was in & out of store under 15 minutes & with a much better deal than was available online! Great experiences here all 4 times we needed phones!

Went there to get a new phone cause Ive had Iphones all my life and they stink. I got the Samsung s10e and they told me we will get yours on the fifth. I though, Okay! Then i can live a bit without a phone. Then after we payed for the phone (but one get one free) We called on the fifth to see if it came and they said actually its the seventh. So we call TODAY and they say they will be released on 3/8/2019. My issue is not that it is taking longer, it is that they lied. If you work at an At&t store you should know the release dates and tell us the CORRECT dates.

We finally broke free from Verizon after years of mistreatment and financial abuse. We tried AT&T and found Jose and Medhat at this location. These gentlemen were incredibly helpful in navigating this switch, transferring our supposedly nontransferable numbers, and getting us an outstanding deal on new devices. They did all the grunt work and made the process simple. They even advised that they were willing to help us anytime rather than us having to call the corporate number. THAT has come in handy on a few occasions.We highly recommend these guys:)

Helpful staff, answers my questions, helped with some issues (non charge) and gave me quotes for a new phone if I wanted to do that.

Ive went in twice with the last couple weeks. The first time was to get a temp phone until the iphone came out. I was in and out within 15 minutes. The second time as to get the iphone. Yes there was a wait, as I expected, but it was a lot shorter than I thought it would be. Once it was my turn my transaction was completed in 20 minutes. They are by far the fastest and most informative AT&T Ive been to. I wont go to any others.

Justine is great at this store. Only bright shining star when help was needed!

I have used this store for over 10 years. The service has always been very helpful. The management has appeared to have done a nice job with the team that as it seems they all enjoy what they are doing. I have eight li as with at&t and have been with them since they took over t from bellsouth and before that Alltel.

I had an awesome experience here at this store! By far the best location in the area! Tanique is a real problem solver! Helped me get my lost phone number back from T-mobile in literally like 2 minutes. The best manager in the Area! Stefan was very calm, and Helped calm me down when I first came into the store. He made sure to assist me with my data transfer and needs! Hes an awesome employee!Id be sure to refer this store to anybody that needs ATT!Thank you Tanique and Stefan!

Beware! Worst ATT store in Florida!!!!!....bought an Apple Watch ...they insisted I have it shipped to me versus waiting for one to come is stock...I’m assuming to guarantee a sale! UPS never delivered the watch....it was stolen. I go to the store they basically look at me like I’m dumb...and tell me it’s out of there hands deal with UPS...wow! After I just spent thousands in your store on phones and equipment they take no responsibility or liability! Merry Christmas to you...your out of $599! Horrible customer service...manager wouldn’t even talk to me! I will be calling att corporate and blasting att over every social media outlet! How disgusting!!!! We’re good enough to take your money! But screw you at the same time!!!.....Beware....go to apple store!!!

They have such good service and care about you opinion and what you want

Went in to check on a bill and got it lowered and wife now has a new phone

Brian was AWESOME, always a good store to take care of phones!

Slowest service Ive ever experienced. Jake said it would be a 20 minute wait, 30 minutes later, still five people in front of me. They didnt answer their phone on 20 calls either. The worst.

Avoid the Direct TV. Theyll lie about the prices. Sign you up for things you didnt want. I got a bill for $100 2 weeks after getting it. Was told my bill was going to be 45. Lie! It takes 3 months to get your discounts you were promised. And was offered no help by anyone from customer service. Didnt bother telling us there was no service where we lived. Going else where as soon as possible.

Friendly staff willing to assist and try to resolve phone issues.

Poor customer service. Manager Kerry and Assistant Manager Benjamin sat around rather than helped a customer, when the store was virtually empty. When I was finally helped after more than 20 minutes, my issue couldn’t be solved at the store, a fact that could have easily been shared by Kerry when she checked me and my issue in. Called corporate to alert them to this poor customer service.

Not a lot of phones on display and very empty on Sundays. But that means you usually get some one to help you without having to wait long.

Jesse is the most amazing person I ever meet

Ive been 2 times and totally uselessCorp store is betterr

Knowledgeable staff lots of choices and plans.

I go there for accessories. They have a ton and the Customer service is the best.

Came in and was treated like family. No pressure, no underhanded sales tactics, just service based selling with a smile.

Phones are too pricy...

Great staff and always helpful!!!!

Great employees there.

Very efficient and knowledgeable.

The Store manager is very rude and dismissive to customers, I guess he forgot the reason that he has a job is because of the customers. I will never visit that location again

Very untruthful its like going to a used car salesman and getting the run around.

Very knowledgeable and helpful!

Perfect

Poor customer service

Awful service