Ordered a new iphone that arrived dead. They won't replace it without having to pay a restocking fee.

Liam working at this store could frankly give two craps, charging a restocking fee for a phone i just from them over the phone credit in person $50 about helping me was extremely rude and was basically at 6pm telling me they were about to close so there's that. By the way they close 8pm. He had checked out mentally after 20 years with this company it just gets worse - horrible service and worst employee 0 stars would've been a better choice - charging a restocking fee for a phone i just from them over the phone credit in person $50 - read more

I went in for help and came out with a headache. Ella is straight up one rudest individuals there, along with most of the staff

I don't usually leave reviews, but my experience at this AT&T store deserves recognition. I came in frustrated after a long day at work with a non-working phone, expecting a headache--but I was pleasantly surprised by the level of service I received. Despite being clearly understaffed and having several new employees, the team handled everything professionally. A new employee named Sage greeted me as soon as I walked in, added me to the queue, and let me know they were still in training but that someone would assist me shortly. Their communication and friendliness set the tone for a positive experience. After a short wait, Gary helped me, and I can't say enough good things about him. He was incredibly helpful and friendly, making my frustrating and complicated situation feel seamless. While assisting me, I also noticed him guiding other employees and ensuring the entire team operated as efficiently as possible. Given the circumstances, the staff went above and beyond. Huge thanks to Sage, Gary, and the rest of the team for their outstanding service! read more

I wish that I could give a negative rating but there isn't one. I have NEVER encountered such a customer service disaster! I waited two hours on 3/2 to have ELI to fix my phone. There was some kind of nationwide outage. (This was a new account). Went back three times that week and each time got a different person-Andres who told me that I needed information from my old carrier- I didn't. Gary finally got two of the three phones working. A few days later the phones wouldn't work-Cell Service didn't last a week! Davante said that the towers were down and it could be up to two weeks for them to be fixed. I cancelled the account on 3/9 and went back to my former carrier-starts with a "V" and got great service from Tyler and JG. I followed up with the Business Enablement Dept (Angel)on 03/10 who assured me that the account was closed with a zero balance. I am still getting bills and have been trying to get this all resolved and not show a balance. I cancelled my service in the initial buyer's remorse period. We had brought our own phones. The person who sold me the account/service, Denzel Coates, won't return my phone calls or emails to resolve this nightmare. Customer service is almost useless- can't understand them, loud people talking in the background and they're disrespectful and condescending to women! I have spent 9.25 hours of MY TIME trying to get this nightmare resolved. Now I'm on the line with Business Enablement (again) trying to get this resolved and zeroed out. It's only taken me 1.5 hours today. Do yourself a favor and stay away from First Net and AT&T. They are the ones who need help. Let me be clear, Gary and Eli were helpful. Andreas not so much. Ella seems to really care and tries to provide decent service. Gary is ok but needs to learn to return phone calls. read more

Broke my phone during a really busy week and went in to my closest store at 10 when they opened. Taylor was super helpful in helping me understand how iCloud is used to backup my information as well as setting up my new phone. Waited less than 5 min to be helped and was out of there with a new phone in under 45 min. read more

I came in to get an iPhone 8 awhile back but an employee told me it would be cheaper to get the iPhone 11, because they had a promo going on that dropped the price to $10 a month plus $60 a month for service. Well months go buy and I've been having to pay $180 every month and I can't get it fixed. You'd think if I'm paying that much I'd get good service too but no! with full bars I can only watch YouTube. Honesty is very important to me so if your word is nothing than so are you. I will be switching accounts very soon. read more

I would give this store zero stars if that choice were available. I visited the Asheville store yesterday, and have to say my treatment by an employee in the store was the most disrespectful and demeaning I have ever experienced from ANY business in the Asheville area, ever. I needed to return a phone I'd recently received, and was told the only way to return it was to take it to an AT&T store. When I entered the store, an employee approached, but instead of greeting me warmly as one might expect, he immediately asked me if I had any shoes. I told him that I did not, because I do not wear them. I told him I needed to return a phone. He said he could not take it unless I had shoes on, and said I would "need to leave." His demeanor was hostile and somewhat threatening. I told him I had no choice but to return it there, as I was told by AT&T to do so. He refused to take the phone from me, so I put in down on the floor by his feet, and walked out. It's almost unbelievable how rude and disrespectful this person was. I have been an AT&T customer for at least 30 years. This upsetting experience has caused me to seriously consider changing to another phone provider. If this is the kind of people who represent AT&T, I want no part of that company in the future. I have not worn shoes in almost 20 years due to medical reasons. I have difficulty walking, and cannot wear footwear of any kind. As an Asheville native, I know of no other business in the Asheville area that has some sort of arbitrary dress code requiring shoes for customers. And no one in any business in the Asheville area has ever approached me and demanded that I have on shoes or they would refuse my business, until yesterday. Very disappointing. read more

My granddaughter dropped her phone and cracked the screen to smithereens! Once the screen was replaced, the phone said it was "unavailable". We took it to the AT&T store at 7:45 in the evening. Taylor helped us reset the phone and explained the entire procedure. He was amazingly patient and helped reset the phone completely. Even though it was late in the day, Taylor seemed happy to help us through the problem. Kudos to Taylor! He exemplifies great customer service! read more

Well the experience in store seemed to have gone well. Even purchased additions accessories for our phones. When I got home however I found the case was double the price of Amazon for same exact case. The kicker and reason for the low rating is we purchased screen protectors. $90 for two, installed.... But the rep over promised and said they were lifetime warranty and included installation. What he failed to say was that it would cost us $8 each reinstallation. Well I can buy 3 from Amazon for $10 and install myself. If someone promises something and you want to have repeat customers... follow through with the promise. This is why brick and mortar stores are struggling. I will find another store or go online. read more

Horrible. Disrespectful. Incompetent. Do NOT go to this store. Long story short, Hunter (who is about 1/4 as smart as he thinks he is) activated a second account while trying to switch a new phone to my current account. I found the unauthorized charges while paying a bill. I go to the store, he deactivates the account and then writes down the information. My only goal now is to find out how much I've been improperly charged and he is unable to do this. I ask a manager to give me a call. He never does. I call back and set up a time to come in. Well, I'm sitting in their parking lot writing this review because Hunter has lost the account information, Hasani (manager) could not find the account in question because it had been deactivated and I was informed to dispute any charges with my bank, but I have no idea how much I've been improperly charged. There's another store right across the street in the mall. Go there! Trust me. read more

honestly could have been better. Gail was rude, I was trying to fix my lines cause it was all screwed up. took my sibling being on the phone for her not to be rude. wouldnt recommend her. ill go to a different store next time. read more

Att i believe is one of the most disorganized and too often dishonest companies in the USA they promise deals and don't deliver on their promises read more

Was told by rep my Internet service would be restored the same evening after after I paid my outstanding balance. I did and it wasn't. She lied. AT&T is one of the worst companies I've ever dealt with. I've had nothing but problems with both internet service and cell service issues. I will never, ever use AT&T again! read more

I will start by saying I never thought I would ever give AT&T a 5-star review but my experience in this location deserves one. I was out of the country and my phone got wet and fried, I tried the whole rice bit but there was no helping it. When I got back to the states I went into At&t and outright bought a new phone which is not cheap as the majority of you know. Now I normally deal with Apple directly but I had just moved from LA to Asheville where the closest Apple store is about an hour away. A couple of weeks later I went online to pay my bill and noticed that I had insurance on phone which covers water damage. I was very upset to find this out and to have not been offered this as an option when I went in to get a new phone. At that point my plan was to take the phone back but when I looked at the receipt I noticed that I was one day over the 14 day return policy. Needless to say I was upset. I called At&t's 800 number and after talking with a couple of people I got through to a wonderful woman named Mary. She was extremely helpful and caring. She emailed the store manager asking that he take a look at the situation and to get ahold of me. She let me know that it was ultimately up to him what would be done about the return request but that she would suggest that it be taken care of. After a couple of days I received a phone called from Gary who is the manager at this location. We talked about what had happened and he looked into it for me. He then scheduled a time for me to come in and return the phone and to file an insurance claim for me. He even let me keep the phone I had purchased outright until the replacement phone came in the mail, which was only two days. After I received the replacement phone I went back into the store and he returned the phone for me. What started out as a $800 nightmare ended up only costing me $100 plus a $30 restocking fee. This review is solely for this location and really for Gary the manager. He has exceptional customer service skills and is over a good person. I could also tell that his team and store are important to him because he planned on reviewing what had happened with his sales team. I will finish this review off by saying being nice to people will always have a better outcome. I said that I was upset by what had happened but I did not take it out on anyone that I spoke with. Remember that you are interacting with other human beings, just like you they have feelings and most of the time when something happens that upsets or causes you annoyance it wasn't done by someone to intentionally make you angry or to spite you. read more

Poor customer service. They misrepresented everything, changed passwords and entered erroneous data and refuse to return phone calls.

first thing one needs to notice about this phone company is that they do not give out there phone #. i am looking to save on internet, phone, tv etc services. we are old and i haven't been able to work outside the home in a long time due to health issues. they make it sound good like so many companies do .... could save 100. a month but.... first red flag was that they only have 2 shifts to install .... Spectrum has i think about 4 shifts to come for repairs. when we were looking for reviews good ones did not appear, and when i was looking to cancel the install the company site says call us without a number and just a run around to find one. a phone company without a readily available phone number....odd stuff read more

Went to the Tunnel Road store to simply upgrade my cell phone. An employee checked me in for the "next available" to help me. There were two customers being helped and four employees in the store when I arrived so I'm not sure why there was any wait. My name was first on the up next screen and it took about 30 minutes for someone to call my name. I stood up, he said he'd be right with me, but then said oh wait there's an appointment before you and I'll get to you right after that. This was as my name was removed from the up next screen. My response was no thanks, I'll go somewhere else. Customers should not be told they're next when they are not. Customers should not have to wait 30 minutes for service in a store, especially when there are more employees than customers in the store. The guy behind the counter should consider getting off his computer for a moment to help customers. The lady walking around with the tablet should be trained to help customers when she's not busy. AT&T has decades of poor service, began to improve, but this store is old school bad service. read more

Very friendly. Gail approaches you and gets you signed in right away. They get to you as soon as possible, and they are patient. It is clean in there; so is the bathroom. Products offered throughout the store have variety. Just make sure you do not accidentally buy wrong components, and make sure you know exactly what glass screen you purchase in case you want to register it. If you cannot get/afford a babysitter before going, have an extra adult take bored kids into the nearby dollar store. This location is right across the street from the mall, the mecca of teen-owned cell phone show offs. read more

I took my father here, because his old mobile phone with AT&T was becoming obsolete, and he was not able to understand the features of any of the new phones. They worked with me, to rapidly migrate him to a ToGo phone (pay as you go/ pay per minute plan). I had done this for myself in the past, buying a phone off of Amazon, but this AT&T store made it much simple. They let my Dad pick his phone number, installed his SIM chip, and set him up in almost no time. They closed out his old bill, gave him paperwork showing him it was complete, and sent us both on our way. Very polite lady helped us. She was sensitive to the fact that the newer phones and plans can be overwhelming for someone over 80. read more

I wish i could give a negative score, GO TO BEST BUY! went into the store to buy a car charger, and was told we had to wait behind 5 people, we had the charger and cash in hand, still forced to wait around 10 minutes, we sat down at a table were told it was for customers only. My mom who i was with recently had open heart surgery and informed them she had to sit down. The employee said i'm sorry its for customers, to which my mom replied i'm just trying to get a car charger, check us out and we will leave. He said no and we had to wait for the people in front of us. So after 10 minutes the manager Sid said, "have you been helped?" We said no and said we just wanted to buy a car charger and then Sid said "no problem, but for future reference these tables are for customers only." To which we replied there is open tables and my mom has had open heart surgery, and we walked in to the store and people that have not been helped were sitting at the tables, at this point we were both pretty frustrated considering we had the charger and money in our hand and were refused service so long, they are trying to be a wanna be apple store having a check in process and employees with tablets managing everything, ok. But most of the time they just stand around and wont help you you'll end up waiting and waiting just when you wanted to be in and out. In the end we were told to leave store with without the car charger. read more

It took 5 phone calls and 4 attempted transfers to find 2 competent employees. Specifically, Rebecca at the Tunnel Road location gave completely false information, trying to charge a ridiculous fee to cancel a non-existent contract. Will not do business with this company again. read more

Absolute worst customer experience I have encountered in my 60+ years of buying stuff. I knew what I wanted, just needed to understand costs of adding a new device to existing service and porting a number from another provider. After 1.5 hrs in the store, local team could not complete the port. I left in a huff, and did the port at home in about 5 mins, using the AT&T online system. I ordered the phone online and set up an appointment for the next morning to pick it up at the store. When I arrived, I did tell the manager I thought we could have completed the port the previous night and saved time and he disagreed and we argued a bit and then he kicked me out of the store, even though I had already paid for the phone online. He cancelled my order without my permission and the work I had done on the port got corrupted, I had to get the AT&T porting team on the phone to get things fixed, another 45 mins. I had to go to another store to complete my purchase...that AT&T authorized store in the Mall did a great job to get me back online. read more