Best experience I've had when it comes to customer service! Ask for KEVIN! He greeted us and immediately helped us I was having a bad day due to customer service at the AT&T in Elizabethtown which belittled me and told me I could not exchange the phone I had literally received in the mail that same day. Kevin didn't ask any questions but said "we can definitely do that what kind of phone are you looking for" was very sweet and quick! I was in and out in 20m and he set my new iPhone up! read more

I called into this store, so my review is based on that call (which went like this): "AT&T, how can I help you?" Me: " I usually pay my bill online, but I'm curious: do you all accept Apple Pay in the store" "Unfortunately, we don't. It's crazy, I know" (with a friendly laugh) Me: "That is crazy, but no worries. That's all I needed. Thanks so much!" "Thank you, buh-bye!" Me: "Bye" I'm hoping they end up accepting Apple Pay in the near future, but in the meantime I'll keep paying the usual way. That was a pleasant conversation given the answer to my inquiry. read more

My parents came in today about a bill for the TV. They were told that they still had service and it would be $20 to disconnect the service. However, AT&T received the equipment back in July 2020 but come to find out they have been charging them every month since they originally called and cancelled. So now all accounts have been closed including the back card they were billing so good luck trying to get anything else. Everyone we know will know how you treat the elderly and how non cooperative you were. This will be posted on Facebook, instagram, tik tok, and I am contacting the news channels to express how insane AT& T is. read more

I hate going to the phone store. I'd rather go to a family reunion, buy a car, or see the dentist. THIS AT&T store is really helpful though, usually pretty quick, and always knowledgeable. I wouldn't say "I love coming here," but I don't dread it, I know I am not going to be there forever, and everyone I have worked with there has been helpful and knowledgable. I live in another part of town but work over here and hold off on getting help until I get over to this one because it is near where I work and the staff is consistently better. read more

I WOULD GIVE THEM NO STARS IF I COULD! Back in December I went the the AT&T store on Dixie Hwy to trade in my IPhone 11 for an IPhone 12 and Mack was the representative that helped. He asked how much I pay a month for our bill and that he could lower it by $100, of course that caught my interest so I asked for more information. He stated that if we added another line(which we didn't need) and signed up for AutoPay we would get the discount. I agreed and he changed our plan. I asked what I needed to do with my IPhone 11 and he said that the new plan doesn't require a trade in and to keep the phone and pay on it a month because it would still come out cheaper than what I was originally paying for our bill. Once he finalized all the changes our bill came out to be $20 cheaper than what we were originally paying, which was fine because we were saving money. When we got our bill for January it was $140 more than what Mack told us. I was expecting it to be more because of activation fees but not that much more. I called AT&T customer service to explained what happened in store and a representative told me that Mack basically took advantage of me to get a fatter paycheck and that I should've got my IPhone 12 for free because of the deals they were having. The representative then told me there was nothing they could do over the phone and that I would have to go back to the store because that was the place of purchase. When I went back to the store I spoke to a Manager and he said there was nothing they could do for me in the store and that I would have to call the retention department and tell them I want my bill fixed, he applied a credit to my account and sent me on my way. When I finally got a hold of a representative THAT COULD HELP after a month. I was told on Thursday, Feb 18th they would change our plan to their Value plan and it would make our bill $240 a month and was promised our bill would update but it would take a day or two. I called back on Monday Feb 22nd because we never got the update. The representative I spoke to said our bill was changed to the value plan but the conversation I had on the 18th about our bill amount being changed to $240 was a lie. I requested to speak to a Manager. Wesley who was a manager with the retention department called me back on the 22nd and stated that if they listened to the phone conversation I had on the 18th and they heard the representative promise me the $240 they would update our bill amount. Wesley then stated it would take a couple days for the recording to be listened to and they would call me back. I gave it a couple days but by the 26th which was a Friday I decided to call back. The representative I spoke to on Friday said the request has been made and to give it a few days. I stated I have already gave it a few days and he said to give them more time. I have given them a week and a half but still no call back. I called today, Mar 9th and spoke to another manager. She stated that even if the recording said our monthly billed would be $240 a month that they couldn't update it, I was misinformed and that there is nothing they can do. I asked if they listened to the recording and she wouldn't tell me. They won't remove the extra line(which we don't need, only got it for the discount we were suppose to be getting) and take back my IPhone 11(pass 14 day policy that I was never told and only kept the phone because the store representative told me too). I have been misinformed and taken advantage of since December when I went into the store to upgrade. Nothing is being done to change our bill to the amount promised and honestly it doesn't look like AT&T gives a shit. AT&T and their in store/customer service representatives constantly lie to their customers and do not want to be held accountable for their actions. read more

For over two months, I've had horrible reception on my AT&T cell phone service. Calls cut in and out, people can't hear me or say I sound like I'm in a tunnel or under water, or I sound muted, or I sound like I am in another room, etc. It happens whether or not I have the phone case on it. It happens whether or not I have wifi calling turned on. It happens whether or not I have speaker phone turned on. The inept employees at the horrible AT&T store at 6661 Dixie Highway, (502) 933-2181, in Louisville, Kentucky, tried to blame it on my old LG phone. So I bought a brand new iPhone XR from that store on 12/15/18. The problems continued with no improvement after I bought the new iPhone. I called in to 611 or the toll free AT&T phone number several times between 01/01/19 and 01/19/19, and nobody at AT&T wanted to help. I when to the Apple store and finally got Apple to replace the iPhone with another new one. Still no improvement of course because it's an AT&T service problem. On 2/9/19, I went back to the same horrible AT&T store at 6661 Dixie Highway, (502) 933-2181, in Louisville, Kentucky, where they treated me horribly again. A young blonde kid named Daniel even said "well maybe you need to go with a different provider!" He then wrote down what he said was an "office of the AT&T president" which just rings and rings when you call it. He lied and made that up, no such number. I went back into the store again, and of course Daniel was nowhere to be found. And everyone else working there acted like they had no clue what that number was! read more