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October 2025 by Elanora Sneed
Kendarius is always a pleasant person to interact with
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August 2025 by Mary Jewell
Definitely choose Lexus as you go to person. She is very knowledgeable and personable and great to work with.
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August 2025 by KG
I urge regional managers to pay attention to this review and address these ongoing issues. Future customers, please be aware: Even if an employee promises you a certain trade-in value and it’s printed on your receipt, AT&T may not honor it once the employee is gone. There is a serious lack of follow-through and customer service at this store.
Background: I’m extremely disappointed with my experience at this AT&T location. Both Cheynnen and Kelci originally promised us a $1,000 trade-in value for our devices—this amount was even reflected on our printed receipts. However, when our bills arrived, we only received $830 in trade-in credit.
We raised this discrepancy with the store manager, Kelci, who assured us she would correct the error, and she made an adjustment in the system. Despite this, our subsequent AT&T bills continued to show the $830 trade-in amount, not the $1,000 we were promised.
We returned to the store and spoke with Cheynnen, who worked on her system and told us she would apply a monthly credit to make up the difference. Yet, this month's bill still showed no correction, and we were again shorted on the trade-in value.
On August 4, I stopped by the store again to resolve the issue. The current manager was rude and unprofessional, dismissively telling us that Kelci is on leave and Cheynnen no longer works at this location. The manager also insisted that there was “no way” Cheynnen could have made such a credit in the system, directly contradicting our previous experience.
This left me questioning: Does AT&T allow its employees to make promises that the company won’t stand behind if those employees leave? How can customers trust that the contracts and agreements they sign will be honored by the corporation and not just the individual employee? The manager’s attitude made it clear that our concerns were not valued, and there was no real accountability for commitments made by staff.
UPDATE: After posting this review, I was contacted by the AT&T President’s Office, who promptly investigated and resolved the issue to my satisfaction. I truly appreciate the efforts of the corporate team to make things right.
However, my one-star rating is strictly for the local store’s poor customer service and lack of accountability.
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August 2025 by Autymn Person
Lexius was very knowledgeable and helpful. She was extremely patient and kind in helping us figuring out our new phone plans and the best phones to fit our family as well as transferring from the old phones to the new ones and completing the setup.I would definitely recommend her services to anyone who is thinking of upgrading their phones.
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July 2025 by Teacher Jan
Cheyenne was quick to help and knowledgeable. It was so nice to deal with a real human and not AI. Great experience!
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June 2025 by Marilyn Hardy
Troy AT&T was spectacular !
Brian was great !
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June 2025 by William McManus
I went into the store to get a new prepaid phone as my old one wasn't working. When I walked in I was greeted by Cheyenne the manager with a beautiful smile and a very generous greeting. She effectively and efficiently helped me solve all my problems in a professional respectful manner and made sure to put my needs at her top priority. She represents AT&t to the highest standard and to the fullest and I am grateful for all the help she gave.
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April 2025 by EVA ODOM
Cheyenne was absolutely great.
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March 2025 by susan perrett
She was the best AT&T person ive ever seen. She needs a huge raise!!
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March 2025 by Tonisha Bullock
Cheyenne did an amazing job in helping us in switching over to AT&T.. It was easy and no hassle! Also very friendly!
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March 2025 by Carmen Bell
Trisha handled all of my cell phone needs without hesitation and in a prompt manner. I highly recommend her! Thanks again Trisha!
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April 2024 by LifeGamingYT 》
They were really nice and helped me with adding a new line
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March 2024 by Jake England
This was my first time going into an AT&T location and was blown away at how attentive and helpful Emma was!
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February 2024 by Forehand Clan
Great service in the Troy, AL store! Helpful, friendly, and knowledgeable!
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September 2023 by Dick Hassett
Terrible. The young woman working their didn't want to do anything except paint her nails.
