AT&T Store — Local services in Athens

We started our service with AT&T in May, and our sales representative, Nathan, was fantastic and should be considered for a higher role.

However, both phones we received had issues that were not the fault of the sales representative. Initially, we were told it was a porting issue, but when it persisted after 30 days, they recognized it was a problem with the phones. Unfortunately, we were past the 15-day window to exchange them. The manager, Zack, accepted the error as he was the one telling us it was a porting issue, he offered to help us resolve the issue. Two months later, we had to go through a warranty process to get new devices. Zack was supposed to assist us, but we visited the location three times to meet with him, and he was never available. We were informed that he was the only one who could help us because he assured us the issue was due to porting and not a defect with the phones.

We visited the store multiple times to meet with Zack. On one occasion, he left early; on another, he called in unable to work that day. During our last visit, we were told he was on the phone with his manager and could not be disturbed. This was at 3:30 PM, and we had called at 2 PM to confirm that Zack would be available until 6 PM. When we arrived at 3:30 PM, we were told Zack could not be disturbed, despite being the only one who could assist us.

The customer service and overall organization have been extremely poor. It is now August, and we still do not have our new phones working, while Zack, the manager, is never available. We have stopped by the store several times to leave him a message to call us back, but he hasn't.

We also tried calling the store to schedule an appointment with Zack or speak to the district manager, but they would not provide us with his number. We told them we would call back to see if he was available later and would continue calling until we could get assistance. However, Jacob kept hanging up on us when we called back. I do not recommend this store, as it poorly represents AT&T.

The urgency of this situation comes from the fact that we need to return our old phones to avoid being charged, while also dealing with a new defective phone and one that is being mailed to us through the warranty process. All of this is happening while we are at the mercy of a manager who is never available to assist us.

When we called the corporate number, their customer service was shocked to hear how our situation was handled. The store told corporate that we were placed on a "Do Not Assist List," which corporate found appalling. They are filing an official complaint on our behalf regarding this store. Please note that this is a third-party AT&T store with limited ability to assist, so it may be worth driving the extra miles to visit a legitimate AT&T store or calling the corporate number, as they are much more helpful and understanding of the true integrity of...

BUYER BEWARE!!!! Came in 3 weeks ago and bought 2 new phones with case, charge and glass screen protector. Sharon Hester was the rep who helped me that day. She sold me the screen protector saying it was $49.99 with FREE unlimited replacements. All I need to do is come into the store and they will put a new one on. I thought that was great and totally bought one, as I drop my phone often. Fast forward 3 weeks, I came in to the store tonight to get my first replacement. I already cracked the corner. She asked a couple of times if I registered ( I did) then told me its just $6.95 for shipping and she can put one on. That was the first time I heard that. I would have never bought it knowing that as you can get them on Amazon for much cheaper. I told her I wanted to return it since she LIED when she sold it to me. She started to look my account up and said I was going to loose my $30 bundle credit if I didn't return the wireless charger too. I told her I can run home and grab it too. I went home grabbed the charger and when I got back she said it had to be in original packaging (I had this at home but didn't bring it as she didn't state this before I left). I asked if she would make an exception, she said she had to all her supervisor. Her supervision Nicole Snow, said no returns after 14 days even if the sales person LIED to you. I was shocked and honestly ticked that she scammed me out of $100. I called At&T directly since both Sharon and Nicole refused to help me. I explained everything to them, they opened complain cases on both of them and refunded my money. Thank you AT&T for helping me when this store refused to do the right thing. Buyer beware when you buy here, read all the fine print as they will LIE to get the sale. Lesson learned on my part, I will not be back...

A++

I have become so disheartened with customer service across the board in this country. NOT TODAY! Me and my wife visited the ATT Store in Athens Texas today and were absolutely dreading it. Time for upgrades. Are we ready/not ready, how expensive will this be, etc.

Hope and Dawson helped us and they are just incredible! Incredible! Friendly, courteous, kind, knowledgeable, and are everything and more that ATT should be! Although they were very busy they took the time to explain to us all of our many options. They discussed our plan with us to ensure we had the right plan for our lives. They took the time to explain the different insurance options and even saved us a considerable amount of money annually that we did not need to be spending.

We got a new Apple 13 Iphone Pro Max and the new Samsung Flip. Great products. When we thought we were about to leave they offered to help us do our data transfers from old phones to new phones. That has never been offered to us before! Ever! They did the transfer expertly and effortlessly!

Hope and Dawson, the Brashear’s thank you! Thank you immensely! For the first time ever you made phone shopping an absolute pleasure. We cannot thank you enough for the professionalism and service you provided us!

See Hope or Dawson at ATT in Athens Texas for the most informative, hassle free phone buying experience ever! 5+ Stars!

Bobby and...