I went into the store and I was ignored. Another customer walked in 5 minutes after I did and was taken care of as soon as she walked in.

Trust this location at your own peril. They did not place my order for the new iPhone 17. They placed the order for my son and husband and they left mine off. Now I won't receive my phone for weeks although I should have received it within a week if they were more competent. They lied about the shipping date for my husband's phone. They lied about our new monthly bill. They told me that the Next Up is being charged monthly and that it's no longer a service that they honor so they removed that. I found out that was a lie when I called customer service to ask about my phone with no order placed. They told us that if we added a 4th line our monthly bill would decrease. The customer service guy on the phone told me that is not the case and my monthly bill would increase by $15 per month. The store would not talk to me about adding an Apple Watch to our account for the 4th line that we added. They dismissed it and said that would cost an extra service. The guy on the phone said that would have been $4 more per month. In the future, we will deal with a different store or only on the customer service line. I have had a better experience at used car dealerships. read more

Outstanding customer service provided shortly prior to closing - left with my issue resolved. I recommend this location to others and will return should I need in-person troubleshooting in the future. read more

This store sold my elderly mom an iPhone. She asked for a flip phone. They then refused to return the phone saying, "Too bad, no one forced her to get the phone". The sales associates were condescending. The asst mgr Amber refused to work with us. They kicked myself and my almost 90 year old mother out of the store. The common response from the manager, asst & sales associates was she made her decision so we are not going to do anything to help her. They took advantage of an elderly woman & refused to make it right. Worst service! JESSICA, AMBER AND THE ENTIRE STAFF DO NOT CARE ABOUT THE NEEDS OF THEIR CUSTOMERS. THEY ARE THERE TO UP SALE AND MEET THEIR GOALS! read more

Just upgraded from my iPhone 6 to iPhone X The entire process was simple and easy do to the well qualified associates. They even informed me of discounts that I was not aware of, I walked out feeling like I received a great product at a highly competitive price. read more

This store is an example of why AT&T is always at the bottom of CONSUMER REPORTS customer service ratings. The employees are not knowledgeable, are unhelpful, rude, and have no idea what customer service means. I will try another wireless carrier to see if there is an improvement. read more

The absolute worse ATT store I've ever been in for the entirety of the 25 yrs I've been an ATT wireless subscriber Just a group of condescending millennials and I'm finding a new carrier Horrible Been there twice past week The managers were the worst part I'd give a Zero if possible read more

This store is the real thing. It's a company store. Not just a franchise branch. I went somewhere else once because this place can get real busy at times. I'll never do that again. This is the only AT&T store I ever use now. Their service representatives are great at their job. I've worked with Scott and Gretchen and found them both very helpful and knowledgeable. They can't always fix every problem but they'll certainly try. read more

We scheduled an appointment online a few days in advance to get our new unlocked phones set up. Travis greeted us promptly and remained friendly and patient despite it taking a little more time than expected. In general, I'm not an AT&T fan, but he made our experience frustration-free. read more

My mom and I stopped by here today to address an issue with my brother's phone. His phone wasn't holding a charge and we weren't sure what was going on so we came here to have it looked at. The moment we walked through the door an employee was there to help us. After we explained the issue he immediately took us to the back of the store to examine the phone. After he tried charging it, he looked at the battery and saw no obvious issue. He then told us that it could be an internal problem and recommended us to a place that could examine the inside of the phone since they didn't have the proper equipment to do so there. While it was a little disappointing to not have a definite answer, we received excellent service from the employee who helped us and at least have a better understanding of what the problem might be and our options in fixing it. read more

Today we were serviced by a dreadful woman named Becky. Becky acted as if she hated her job and anything you asked her to do, or any questions that you asked her, she would roll her eyes and give you a monotone answer. We asked her to look up how many lines we were paying for on our account and her "answer" was to "look it up on the AT&T app". Hands down worst customer service by an AT&T employee ever. She acted as if doing her job was an inconvenience. Crazy. read more

Made an appointment at the AT&T store in the Summit. I was helped immediately by Judith Noel and she could not have been more helpful and efficient. Upgraded phones with her it was very quick and easy. Great service. read more

They should be more informative about their guest queue system when you walk in the door. They didn't tell us that we needed to talk to a service representative to put our name into a queue to be helped nor were there any signs explaining it.. So, we stood at the counter in front of an associate while he ignored us for 20 minutes. We then found another associate walking around the store and asked her what the deal was. She told us that we had to put our name in. Luckily, we just had a question about a phone upgrade & she was able to answer it for us. We would have been stuck in that queue all day if it weren't for her! She totally saved this review from being just 'Meh!' read more

I am in Louisville. I was at store #1289. I went there to have my phone activated. There were two associates, Jeremy and Jacob G. This complaint is with regard to Jacob. He was rude to me the entire time and it was obvious he just wanted me to leave. He put a SIM card in my phone and told me to activate it from home. I asked him how I was supposed to do that since my phone wasn't yet activated. Seemed like a Catch-22 to me. He said, Don't you have another phone? No, I told him. He then said, You don't know anyone with a phone? I was really appalled by his level of rudeness and attitude. Can't I just get it done from here on your phone? I said. The other rep, Jeremy, took over. He called in to AT&T support on the store phone and told me to wait for someone to answer. I was on hold for a while, so I went upfront to get one of the store barstools to sit on. Jacob G took the chair from my hands and told me I couldn't move the store chairs. I shook my head at him and mumbled under my breath as I walked away from him. I said nothing directly to him. He came up and got int my face, yelling at me, "What did you call me? Did you curse at me?" I told him I did not. He told me I better not curse at him again. I said, Are you threatening me? He said, Curse at me, again, and you'll find out. I told him I wanted to speak to this manager. He said for me to turn around and finish my business and then get out of the store or he would throw me out. I told him he couldn't do that because he wasn't the manager and I hadn't done anything to warrant being thrown out. I demanded to see his manager. He refused and said he was throwing me out of the store. I sat down and refused to leave until I spoke with the manager. I want to add that his whole time he was invading my personal space and being very physically intimidating. This is not acceptable during normal times. During COVID it is a health violation. Anyway, the manager came out. Her name is Jessica. Jacaob G was still hovering behind me and was much too physically close. I told him to leave but he just laughed. I think he was trying to intimidate me so that I wouldn't tell his manager what he did. I told the manager that I was not comfortable with him in the room and that he needed to leave so she and I could talk. She made him leave. I told her everything I've told you. She said the matter would be addressed. I asked if there was a regional office or a complaint office where I could follow up on the matter? She said there was not. She was polite and helped me finish my business. I've been a loyal AT&T customer for years and my friends and I are extremely appalled by this. Luckily, I have a friend at the Better Business Bureau in Louisville, and he and I are going to meet about this tomorrow. This is just incredibly unacceptable behavior for someone to display and still be able to keep their job. read more

My experience was horrible. I purchased an LG 65 a month ago and was told all these great things. However, the camera is not good, the battery falls out, the messages will fail to send if I send/receive a picture message. I tried to return the phone within the 14 days, but I was in another state and was told I could not because of where I purchased the phone. I called the main office (in Texas, I believe) and the associate told me I would be fine tor return it still. I went back to the store in the Summit and the associate that greeted me was friendly and professional. The associate who I was working with was also professional, knowledgeable, and genuine. I had only asked about returning my phone and he went over their policy, the reason as to why I was not able to return my phone in the system, and even asked his manager if there was a way around it. I could hear the manager (male, short, short black hair) from where I was sitting and he came off rude and talked tot he associate like he was not competent. When the associate came to talk to me, he old me there was no way to return the phone. I then asked to speak to the manager and the associate went to ask him to come over. The manager then huffed about coming to talk to me and looked very displeased. He came over to me in an arrogant manner, and he gave off an impression that he was not wanting to help me and was already looking for a way out. I asked why I couldn't return it when I tried to within the 14 days. All he kept repeating was "there is literally no way for me to return the phone." I asked if there was anything I was able to do, and he said no. I would have paid to switch contracts because this phone's quality is so poor. He was short and not helpful. I then said "so you're saying AT&T is shit" (which it is if this is how you treat a concerned customer), and he said "that's it, you're leaving." NO HELP. I asked for a phone number to call for help, and he kept repeating that I was leaving and told me to follow him out. He treated me like a child after providing no help. I did not yell. I did not personally attack him. The interaction I had with this manager was the worst I have ever had in customer service. If anything the associate I was first working with was 10x more qualified and customer oriented than the man who you believed was fit to work with people. Thank you for wasting my time and money. read more

Actually, here's an update. I just got my first bill and Enrique added two features on to my plan I did not consent to purely for the commission. One being insurance at 9 bucks a month, the other being a 5 dollar charge a month that would allow me to upgrade my device quicker than the normal wait time. He also upgraded the plan itself and in doing so I lost an employee discount of 21% off I've had for over a decade. All of these things were done without my consent. I'm currently typing this while I'm on hold with ATT customer service (55 mins and counting) getting these issues rectified. Don't visit this store. Better yet, choose a different provider. read more

The manager comes off very arrogant and not very helpful. He does not seem to know the proper way to handle customers, especially ones with a problem. AT&T would be smart to re-train on customer service skills since that is more than likely their main focus. He spoke to us like we were stupid instead of putting his own feelings aside to be professional and handle our concerns. read more

Was lied to by sales person and manager refused to make it right. This is the last time I'll shop there, the service has always been poor.

I bought my girlfriend a smartphone for Christmas two years ago. This weekend she upgraded to a newer smartphone and gave me the old phone. I did not have a data plan, so I cut the 3g data connection of using the settings provided in the menus. I then received a text message saying that I had been signed up for a 3 gig data package. I called and they told me that, whether I bought the phone outright or signed a contract, I was required to have a data plan for a smartphone even if I wasn't using the data features. I then talked to several managers who all told me that there was no corporate headquarters I could call. I found the number and here it is for anyone else getting the run around (210) 821-4105. Use the selection that sends you to the executive offices. They still have not taken the data package off of my phone even though my contract has expired and I have switched back to my old phone. At&T claims that even though you purchase a phone from them they reserve the right to bar you from reselling that phone and can add services to your account without your knowledge or permission. I currently have contacted my family lawyer and he is researching the many class action lawsuits filed against AT&T. He will then see if there is anyway to attach me to those suits. I have also filed complaints with the f.c.c, US attorneys office, our state attorney general and better business bureau. I will be signing up with a new carrier and will dispute any cancellation fees on my other two accounts in court. I have already pulled my television and internet service through uverse and have gone to Directtv. read more