All I wanted to do was change my payment from debit card to checking account to save money on the monthly bill. The Att employee looked up my acct, and it was chaos from there. He was talking all kinds of craziness about mine and my husband's emails being wrong, names spelled wrong, account being in different names, telling me I had to change info and wait for approx 4 months for things to process, etc etc. He did add if he could get things to work that we would save five dollars per phone, which would be $20 a month. After an hour of completely confusing me and getting me all rattled, he said he wanted to go consult with his manager. He returned and told me, when I had time to call Customer Service. He handed me a piece of paper where he had written down the customer service number. I was frustrated that the manager didn't even offer to come talk to me. I told the employee I was calling customer service in the store and resolving this, before I left. When I called Customer Service, I explained that I was in the AT&T store and the employee basically couldn't do anything on his end to help me after an hour and requested i call. The customer service guy said he couldn't figure out why the employee in the store was having such difficulty because he was able to pull my account up with no problem. He apologized for my inconvenience, and solved my issue in a matter of minutes. I learned a lesson... I will always attempt to call customer service, before I ever enter an AT&T store. Also, the Customer Service guy told me I would be saving $10 on each phone, total of $40 each month. So, that was more invalid information I was given in the store. The best thing about my whole experience at the AT&T store was the employee walked me over to the door and opened it for me to leave. I did inform him my issue was resolved quickly, and customer service questioned why it was so difficult for them to handle it in the store. read more

I have ATT for mobile TV and Home internet and last week I lost service for a week and now my service isn't working again and I was directed to go to ATT store and they could turn on back up Service but after 2 hours. The rep had to go to dinner but assured me if I call this number and they will turn back up services on quickly. I called number and after over 1 hour on phone they informed me that they can't do what they promised. I would not recommend ATT for any service they have . Beware of ATT for anything. They lie over promise and no accountability for customer service. read more

I purchased a new phone, it was a 16 because they didn't have a 17. The lady asked if I wanted to trade in my 12 and I said yes. She told me I had 30 days to turn it in. I went back to take the phone in and he told me I could only get 150 credit and he would only give me 62 because he said my screen had a blemish on it. I was furious, I left with my old phone and went home to pack everything up and take back. I noticed on my receipt that it stated I would receive 360 credit for my trade in. I went back to the store to talk to the manager about it. I waited two hours before I left. My only option is to file a FCC complaint. This place is horrible with horrible service and people. ATT is bad but this store is terrible read more

Thanks to Doak for helping me out when I was transferring all my info to a new phone. Great service.

Hannah, the store manager refused service and help by saying she doesn't have time to help us with our phone services today. If the store was busy or if it was close to the end of business, I could understand. I believe its because she did not want to honour their agreement of upgrading our 5 lines of newly transferred services to AT&T. Piss poor customer service! read more

Absolutely the worst experience I have ever had at a store. I waited for one hour for help. ATT told me to go to a store because of a mistake they made in mailing a SIM card to me (they forgot to include my apartment number). After one hour a woman who had come in after me, appeared to supersede my place in line: excuse me, I said, I believe I was next. The ATT clerk said, "she was here before but left and came back" "Ok" I said. BUT THEN he went on to tell me how I had to be polite to everyone in his store, 'did I understand this" - I said, I wasn't rude (wouldn't everyone question why someone else who seemed to come in following would be helped first - after an HOUR of waiting? He proceeded to dress me down in front of the other customers in the store and then told me that no one in his store would be helping me, and that I should find another store - this all because I said "excuse me, I believe I was next" ... I feel that if I were lily white like the others in the store, this story would have a different ending. I asked the man for his name" Jeremiah" - I asked him for his last name, and he said: "You don't need to know that" - apparently without this info, he cannot be reported. I tried. He has obviously done this before, as he knows how to skirt the system. By the way, did I mention that today is my birthday, and that I am now without mobile service? An ATT Store to avoid at all costs - especially Jeremiah - a good 'ole boy. I would post negative stars if possible. Jeremiah knows how NOT to be reported. If he felt he'd done nothing wrong - he would have given me his info! read more

I've stopped in this store twice to upgrade family phones and each time I've received absolutely stellar service. Yesterday was no exception. Greeted by Paul as we entered, we were treated with courtesy and efficiency. Knowing in advance what our options were, our quest to upgrade to a newer phone resulted in a visit of less than 15 minutes. (I believe Paul thought it only exactly 9minutes and a handful of seconds.) Regardless, we came, we saw, we bought. We're happy. Best advice: Go knowing specifically what you want...features, extras, add-ons, etc and check in advance via their website if what they have in stock meets your requirements. read more

We had a situation where my phone became disconnected from service when my daughter set her new phone up. I went into the store very frustrated about this issue but Doak was immediately very helpful. He quickly fixed the problem at no charge. I would highly recommend this location and working with Doak as he is very efficient and effective about getting things done. read more

I get everyone is understaffed. I'm telling you how to save everyone a whole lot of time and aggravation. If someone books an appointment to have their phone repaired and you don't have a technician, and won't for several days, call the person and tell them before they come in. I made an appointment yesterday for today, waited patiently for 45 minutes to have my phone fixed and when they finally got around to checking people in, I'm told there's no one to fix the phone and won't be for days. I'm an AT&T customer and can't get services. That's lame and preventable and makes me not want to be an AT&T customer anymore. read more

Starting back at Christmas the sales man was new and didn't have a code to the inventory room to get my an iPhone 15 pro max. The sales man tried selling me other stuff that I didn't want and while listening to him for more then an hour the phones were sold out from underneath me. Called Att customer service and everything they promised to make right was a complete and total lie! Fast forward last week bought some beats and I did not like them from another location and this location refused to do return having me drive an hour back to the other location for my return. After speaking to the manager at the other location found out yet again the cool springs location are a bunch of liars and to make matters worse the manager at the cool springs store is the biggest of them all. Take your business anywhere else but the cool springs location. Att should be ashamed of the people working at this location and all their dishonesty. read more

Terrible management, and no communication between staff. Jacob Freeman will lie to you about pricing and promo please make sure you check your account the month after to reassure yourself your plans weren't changed and anything extra added. He is a con artist who cares nothing more than for a simple check. Please go to a corporate store or to the Brentwood location if you are in Franklin Tn. read more

I have been here twice with my mother. Tim helped us the first time and Kenny the second. Whatever the recruiting and hiring process is, keep doing it! They were both patient, helpful, kind and knowledgeable. read more

Travis was super friendly and super helpful! Appreciate you guys so much and major shout out to Travis!

My husband and I were sent here by the Fairview ATT location to try to resolve an issue because this is a "satellite " store not a retail store Wrong! We have spent a documented 60 hours of our time on the phone with AT&T trying to resolve an issue with a 3rd party router company where the SIM card won't work and NO ONE at ATT has been able to explain WHY except that our device might be stolen, these words were told to me by Mr. Van Seeley. Let's add insult to injury as I have a receipt for the router but implying that your customer sitting in front of you is a thief is always a great selling point. We left this location after trying to explain our issue and being told by Van Seeley (rep) "we can't help you", you're going to have to call this number (hands us 2 cards) and deal with this over the phone. Seriously?!?!? 60 hours of documented phone conversations with ATT, 6 car trips to ATT stores to deal with someone in person (20 miles each way) and gas $$$$, and emails sent to the Office of the President with no response I think it is safe to say the after 15 years as an ATT customer and a declining customer service experience we are ready to cut ties with this corporation. There is a HUGE disconnect within their system and the fact that they can't be honest with their customers on why their SIM cards are no longer working with the MoFi Network. They should take the time to educate their staff on the fact that a select few "third party" companies have violated their "terms of agreement" with AT&T and AT&T has BLOCKED the routers that everyday citizens like myself have purchased out of pocket! So the router I bought and paid for $400 has been blocked by AT&T so I can't use it without spending money to have the IMEI wiped. (WTH?) Ironically MoFi can offer us internet service using an ATT SIM card for $129 per month (as of today) but ATT CANNOT give us a working ATT SIM card for the same router because the router is blacklisted and blocked by ATT. I will be contacting the FCC on this because we have no answers but everyone is real quick to take our money! read more

Att service is horrible. I signed up with them after moving to Murfreesboro and in the first 7 months, I have had multiple issues already. Immediately I was only getting spotty reception. I called and was told I had to buy a booster to get the service on both my upstairs and downstairs tv. Then after a few months I called to get a home phone added to my account for work. I was told my bill would be 9.99 for the phone and would also get upgraded internet and someone could come out to install it for free. The technician showed up and was a nice guy but proceeded to tell me that the guy that originally installed my box, installed it in the wrong spot (the outside of my house) and that was not allowed and was part of the reason I was having reception issues. He then installed the phone and left. After a few days of being out of town, I come home and the cable on the TV where he installed the phone is no longer working. And, they had charged me $99 for the "free" tech visit. I then have to call and get the $99 refunded and schedule a time for a new tech to come out and fix the TV that is now not working. He comes out and tells me that the guy that came to install the phone had forgotten to install a new DVR to account for the upgraded internet and that is why the cable was not working. Finally, I call to cancel the phone line after the $9.99 bill was actually $34.98 and they will not honor their 30 days to cancel policy and force me to keep my upgrade after their mistake. Oh, and you can't cancel because they force you into a contract. Overall, never use them. Their customer service is polite but they will not help you. Their internet and cable is mediocre at best and their practices are dishonest and unethical. Use anyone else but them to save yourself a nightmare like mine. read more

Service is terrible. Staff is unprofessional. Making crude jokes and talking on their phone. Came to pay a bill and ended up waiting 35 minutes. read more

The worst service. Really no service at all. Waited 23 minutes and still no end to the waiting. The staff literally walked in and out of the store's floor multiple times. And waited on no one. I left. Worthless. The store in Brentwood, Tennessee is just the same. Called ahead for equipment and was told it was in stock. Upon arriving and waiting 15 minutes was told the equipment was not available. Pathetic!!! Sat in the parking lot of the 2nd store and called an AT&T customer service rep on the phone to place an order and obtain the equipment I wanted. That took just minutes in comparison to wasting more than an hour and a half and driving around attempting to complete a simple order with an AT&T store. If I didn't already have a family package with the company I would have dumped AT&T like the worthless sack of _ _ _ _ it is. read more

I went in to try a Apple cable to replace the one I bought at the same AT&T store a year ago. I went and picked out a new one and tried to pay. I asked the guy if I could pay for it and he told me you need to get checked in! It would take 15-30 minutes to pay for a charging cord. Are you kidding me!?!? No customer service sense for customers needing just to purchase an item. Truly tired of the issues with AT&T! read more

This place was a nightmare. I wish I had never had any contact with it. My daughter and I bought a new cell phone for Mother's Day for my wife. My wife and my daughter stopped by the store to pick it up and have it activated on her phone number, just as every American has done many times over the years when buying a new cell phone. This seems simple, but the man at the store refused to activate the phone. So now, my wife's Mother's Day gift has become a massive problem now that she has been trying to activate it herself at home, resulting in the disabling of her current phone. Good god. What a disaster at that store. I will never cross their front door again and have already submitted the first of several complaints to ATT. Awful service. They do not how to do the job for which they are trained and paid. read more

DO NOT GO HERE. I went to buy a DSL modem because AT&T refuses to update our internet and I needed a modem for my new router. I wasted 2 hours here for them to call my name to simply buy a modem. They wanted $110 for A DSL MODEM---the most outdated internet technology besides dial-up, meanwhile I've spent thousands of dollars on phones, tv, and internet and they want to continue charging me out my butt. Again, don't waste your time here. I read a bad review and didn't listen--don't make the same mistake I did. read more

AT&T costumer service has been TERRIBLE! I've been trying to resolve issues with them over the phone and in store for months. I've spent hours in this store waiting for a resolution only to find out that not even the manager could help me with my issue. TERRIBLE! DO NOT GET AT&T Also, AT&T did not honor my BOGO promotion. Anyone else had this problem? read more

Amir provides the expertise and assistance I needed and gave me helpful information and explained my options throughout. The remarkable thing is that Amir was managing 5+ staff who had questions or needed assistance. Amir was able to help them with such patience and professionalism all the while keeping my set up process moving in a timely manner. Big respect to Amir. read more

All I wanted to do was upgrade my phone service, so I put my name on the list and after waiting 40 min with no service I left. I have never seen a place were it took so long to give them my money. Don't waste your time going there. read more

I went in to the AT&T store to buy a couple of iPhones as Christmas presents for my daughters. From beginning to end, Jesse Loecher was fantastic! He was very patient with all of my questions, asked some great questions of me, and even suggested ways I could save money on my home phone. Jesse has renewed my faith in AT&T. I was considering a switch to Sprint. Glad I stayed. read more

Customs service is Sun par. The manager is not able to admit that a associate misleading into a purchasing a product that was supposed to cover a iPhone 10.. she was unwilling to apologize for the deception or assist with making it right read more

If could give negative stars I would, was checked in by three people who proceeded to do nothing but play on their phones while we waited for over 90 minutes. Some customers were ignored when they entered and eventually left, they were the lucky ones. Our turn finally came and we were met with a uninterested tech who informed us that they were out of stock on the phones we were looking to get, something the waste of a check in person could have done 90 minutes earlier. My advice, stay home and order online instead of dealing with that horror show of a store. read more

Horrible service and store leadership. My wife went in to purchase (2) screen protectors. When she went to pay, the individual taking care of her noticed what football team she is affiliated with. He proceeded to walk away and have another employee complete the transaction because he liked a different team. That, in itself, may be rather harmless. But what if the next time it is based upon perceived gender, race, religion. That is completely unacceptable behavior. When I called to speak with the manager about this, and the lack of a receipt I was hung up on the first time. When I called back I got to the manager who did not apologize, refused to supply the DM contact information and was rather aloof about the entire experience. I ended my call with him explaining next time this happens it could very well be something that would be considered discrimination such as gender identity. Then what? read more

I am writing specifically to praise Krystal McClure, the outstandingly wonderful person that helped us yesterday! We had already been unsuccessful at AT&T in Madison, trying to accomplish a simple task with our account. No one could help us online or on the phone either, so when we walked in the the Franklin store after hours of dealing with crappy service from AT&T on multiple levels, our expectations were low. But Krystal greeted us with a warm friendly smile and was so funny and such a hoot to talk to that we just ended up having girl time for like 3 hours, while she set up our account (I mean, it would not have taken her that long to do what she needed to do, we were just having fun along the way and it was such a relief that we were enjoying ourselves- at the damn AT&T store lol !!!) Oh, and by the way, she was able to fix our simple issue because she didn't just throw her hands up like the 4 AT&T employees before her, no, she was tenacious and demanded accountability from the company she reps until she got it. All with a cheery smile and a fantastic sense of humor! She should own AT&T, and they wouldn't have to screw around with Game of Thrones or all the other corporate nonsense they get up to like shell games with bills and plans and upselling because what everybody wants is just devices that work for a reasonable price, and to know that there are smart people, who are good people, to go to for help. Best ever customer experience and she turned a crappy day into a good one! You rock Krystal! I wish you were our neighbor!! read more

They don't even deserve one star. Total disaster from the time I walked in till the 6 days later when I returned phone. Still having massive billing issues that no one can fix even though I have all paperwork from where I returned phone. Avoid this place like the plague!!! Customer service was awful!!!! read more

I got an Apple Watch with LTE. I tried to add to plan and received an email that I needed to go to store to activate on plan. Ok. I went in and the first rep greeted me right away, was very friendly and helpful. He could not get watch activated even after calling his help line. Ok. I understand that things happen during activation as I have seen it before. I was going to leave to go to Apple store when the rep told me he would get his manager jonathon. And that's when it went down hill fast. This guy came over and said that the only way to get the watch to work would be to buy a new watch because the watch had a burnt sim. Which is funny because the watch has an e-sim. The guy had a horrible attitude, talked down to me like I didn't know what I was talking about. Well, I went to Apple store and the watch the manager said would never work was connected in 15 minutes. Sorry but I hate people who try to make a commission off of people who may not know better. Jonathon needs training in both products and especially customer service or better yet, find another occupation. read more