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April 2025 by Rich
The absolute worst customer service I've ever experienced
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April 2025 by Nikki Scott
Went to the store to replace a phone with a broken screen. Was told I wasn't authorized for store transactions on the account. Called and got the authorization placed. Erica looked at the account and said there was one payment on the phone and after I paid it off I was eligible for an upgrade so I gave her my debit card to make the final payment and went to pick a new phone. After picking the phone and returning to Erica. She now says after the payment was processed that " magically" the authorization that was there 5 mins ago was gone. So I had to call my husband again and ask him to approve the authorization again. My ID is scanned again. Now there is no upgrade on my service account. Again it's blamed on a glitch in the system. No one working in the store knows where the upgrade that I was eligible for went to. I said fine I will just buy the phone and transfer the service. Nope can't transfer the service, I need to add a new line and get a new number. I said I didn't want a new number. I was then told I could just go somewhere else and buy the phone. I said ok if I buy the phone somewhere else can I transfer service. Nope can't transfer service, I would have to get a new line and a "ghost" number. I said again no I don't want a new line or number. Was told that I could go call customer service because they can't do anything other than start a whole new service line. I said fine and leave the store. After leaving the store, I discovered I could no longer make Bluetooth calls from the phone. After calling customer care from another line I discovered that the store associate had canceled my service completely and placed a fraud alert on my account!!!! After scanning my ID twice in store and having the authorization on the account!!!! Had to visit the Smyrna location the next day. Thankfully they were competent and helpful. Was able to get the fraud alert removed. Service restored and new phone with the same number no problem. Have called the store multiple times to try and talk to a member of management but no one will answer the phone. So don't waste your time unless you are looking to add a line cause apparently that's all that their associates can do and if you don't add a line they will disconnect your service and place fraud alerts on your account.
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March 2025 by Kayla Johnson
DO NOT go to this location!! Such an unprofessional experience! They will try and SCAM you into signing up for a new line. I went into the store to get a new phone because my phone just stopped working. I worked with Destiny and she told me the cheapest way to get a new phone was to sign up for a third line (an extra line that I didn’t need). She said that if I chose this route, I wouldn’t have to pay off my old phone, there wouldn’t be any new charges on my monthly bills for the new line, and that it would actually be cheaper than just getting a new phone. She said “who wants to pay off a phone that’s broken?” She did not go over any other options and made it seem as if this was the only and cheapest way to get a new phone. When I received my first bill, I realized her statements were not reflected on it. I INDEED had new charges on my bill..$152 on the first bill and $60 on subsequent bills for the new line. I also was still being charged for the old phone that she specifically mentioned would not have to be paid off.
I then went back to the store and asked to speak with a manager. This is when I was met by Emily. I explained my situation to her and she immediately told me she didn’t believe me. She said she didn’t know where the miscommunication happened and that I was lying about what Destiny and I had discussed. She even said “we didn’t twist your arm to sign up for this.” She did not offer any help or assistance to review or make changes to my bill. I told her that if I, the customer, was going to be immediately called a liar that I wanted to cancel my service and take it to another provider. She told me to call AT&T customer service to request cancellation and ask for the loyalty department. I asked her if there was anything else she could do to help or if she could call them on my behalf to try and resolve the issues and she said no that I had to call and there was nothing more she could do.
I left and called AT&T customer service. I spoke with two different people and they both were APPALLED by Emily’s response and reaction to me. They were very apologetic for my experience with her and Destiny and for the lack of transparency and integrity at this store. The customer service line was very helpful and offered me a credit for the UNNECESSARY line and said they would submit a request to remove the line and the charges associated with it.
This location needs to be evaluated for their scam/commission tactics.
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March 2025 by Andrew Rogers
Horrible customer service. Little to no actual product knowledge. Small choice of accessories and the homeless population hangs around the building.
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February 2025 by Ann Thorne
Poor customer service.
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June 2024 by Kale
Erica is the best!
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April 2024 by Amy Jordan
This company is historically pathetic. I hate that we are basically forced to deal with them, and they have little repercussions to giving bad service and switch bate tactics. I ordered a new phone online for my husband to pick up from this store. Price, installment fee, no protection plan selected— everything was correct when it was processed online. It was to include a trade in and he was instructed to leave his old phone there. He comes home with his new phone but also his old one. Michael at the store told him there was no trade in marked. Then I checked our acct and the monthly installment fee was suddenly $20 higher than what I submitted online earlier and a protection plan had been added. Sunday, I went into the store and a different associate DQuincy was there and told me I’d have to call customer service about the protection plan and installment issues, and that they don’t process trade ins in store and haven’t for years. After about 5 min of trying to tell me he couldn’t take it, I showed him my screen that TOLD ME to drop off the phone to this location. He called someone and said he could magically take the phone now. I told him I need something in writing showing that I just handed it over, and after another 5 min of being told by someone on the phone I guess from corporate, he produced a print out that showed my credit I was owed for the trade in. AT&T needs to effectively train their employees and ensure that they are doing their jobs and trained how to do their jobs correctly, the first time… not after a customer has to show proof and insist that they do their jobs.
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March 2024 by ivysawrudy
This store has helped us through activating upgrades and especially in the case of my son’s phone were super heroes solving a mystery of why it wouldn’t go live. Shout out to Emily and Erica for spending the time to figure it out! The other employees there have always been friendly and helpful as well.
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March 2024 by James Benson
I would not go back to this location. I wasn’t allowed to see the type of phone I was looking for because the employee said that he didn’t have to put out display phones because it was Sunday. I asked to buy the phone outright, and the employee wouldn’t allow me to because he said that I had to be on a payment plan. The employee did not know what colors and models were in stock, and we had to wait 10 minutes on the safe to get the phones out even though we made an appointment. He also said that we had to buy insurance and that if we didn’t want it, we could cancel it online. I’ve been with AT&T for 20 years, and I’ve never had an experience like this before.
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March 2024 by brittney brewer
Erica was an absolute pleasure to meet! She helped me upgrade 2 phones and even get a discount through my work! I loved the atmosphere of the store and how efficient she was with answering questions and getting us taken care of! She was even very patient considering we had 2 kids with us as well lol! Couldn’t have been more pleased with her or this location! Definitely will be back for all my phone needs in the future!
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January 2024 by L.K Belyea
I have been to this location twice now and neither times were pleasant. Today a young gentleman lost out on 3 phone upgrades/sales for the company because he simply didn’t want to put any effort in.
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January 2024 by Brian
Very knowledgeable employees work at the location. The store is in great shape. Employees are riendly and not pushy. I recommend going to that location especially if you live on north side of town.
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October 2023 by dave smith
Visited this store a week ago Sunday to look at options for my girlfriend's phone. DQ and Tanisha were excellent and hooked us up with a new phone for her and a better plan than we had before. What's more I told them of our last experience at a different store in which staff sent us out the door without having completely setting up the new phone. They assured us that would not happen here. Came back when the phone arrived and DQ transferred everything from the old phone to the new one in under 30 minutes. Easily the easiest AT&T Store experience yet. Highly recommend this store.
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October 2023 by Krista Hancock-osborne
This is the best store
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September 2023 by Frieda Brands
The staff at the AT&T on Memorial were a delight to work with. My husband and I both had new phones that were purchased online. We were having some issues and the staff had both of our issues fixed within 20-30 minutes. They were also fun to chat with while they were working on our phones. It was a more than pleasant experience, which says a lot as these things can often be frustrating. Thanks again to Erica and her boss at AT&T!
