AT&T Store — Local services in Bowling Green

I have never been treated so poorly by anyone in the customer service or sales industry in my life. This experience at this AT&T store was so uncomfortable for my husband and I that I am writing my first ever negative review. We were interested in switching from verizon to AT&T because he gets a work discount. After talking with his co-workers that recently switched we decided to go there to see what we can do.

When we got in the store it was busy so we looked around. After a couple minutes a gentleman asked if we were being helped and after we said no he said that he wasn't sure when we would be helped because they were short staffed and busy. Ok, we understand that, but the way he said it made us feel like he couldn't be bothered to help us. He also said that he wasn't even sure where his queue was on his tablet so we probably won't be able to get service tonight but we could make an appointment for a later date. Look, we understand that with the pandemic these things will happen and honestly that wasn't something that made us upset it was the way he said it, acting like we were bothering them because they were busy. We brushed that off and he asked us what we were looking to do. I appreciated that he could at least answer our questions.

We explained that we wanted to get 2 lines, 2 new phone etc. He asked what we were paying with verizon so we told him. He brought us to the most expensive samsung phones and worked up a quote that was more than 100 what we were paying with verizon. I get it, upsell. After we told him we wanted to try to stay around what we were paying he told us that a plan like that doesn't exist with 2 new phones insurance etc and spent a few minutes basically calling us liars and saying there was no way we were paying what we were. We asked him about cheaper phone options and instead of trying to actually try to help he just kept repeating that there was no way we were paying what we were. Ok, we just wanted to get as close as we could to what we had. Apparently our work discount only gets you the most expensive plan for the middle of the road plan. Not the discount on the plan like we were told before. He eventually called someone over, maybe a manager but I can't be sure because she didn't even say hi or introduce herself. She also basically said we were lying because there was no way we were paying what we said we were at verizon. At one time, both of them looked at each other and laughed right in front of us. It felt very uncomfortable, very much like they were laughing at us. At how stupid we must be for thinking we could get a deal like that. Is that customer service??? After that they crunched some numbers and said $XXX is the best you're gonna get. We walked out thanking them for their time, feeling small because they laughed at us, feeling uncomfortable after neither employee actually tried to help us, and confused as to why we were treated this way.

We were headed to Sam's Club after and found Chris with AT&T there. After speaking with him for 10 minutes he got us a plan for 2 new phones, 2 lines, and a price that was exactly what we were looking for. He even told us that because we were keeping old numbers, something we told the other guy about, we would save money. The other guy didn't say that. He told us we save a percentage with the work discount, not just get a better plan for the price of the other one. Chris was so helpful. He actually treated us like people and tried to help. And he did. Thank you Chris.

The other store, I don't know what to say other than I will not recommend anyone to ever step foot there. Terrible customer service. They treat you like you are bothering them by trying to give them a sale. They make you feel small and unwelcome. They will literally laugh at you. We had never before been made to feel so uncomfortable when we were trying to buy something....

From atrocious wait times, an disgruntled management this establishment has made me not want to be a customer ever again. As a valued customer you expect customer service and not to be taken advantage of. After being lied to and pushed into a cash phone being objective after being told mine wouldn't work. Unable to have a "working" phone til my replacement showed "I needed to purchase this phone." Understanding the phone I had just received in the mail days before "wouldn't" work.. No SIM. Feeling obligated and pressured of being without after having this enormous bill every month that I pay for on top of the phone I pay for they pull more money from me for a cash phone. Long story short I go to another AT&T store minutes after leaving I was in an out with my phone back working in 10 minutes no problem. AT&T Scottsville Rd., Whitney and Jesse are great. Returning to the corporate location on Campbell Lane and speaking with the representative about returning this cash phone that I just paid $50 that was never needed. After complications of returning the phone and hour after leaving the store I requested a manager. A gentleman named Joshua came out from the back room minutes before closing. Let alone I've already felt unwelcome coming back and all representatives walking around trying to close the store to get me out. Joshua comes out on the defensive on how he can have a pissing contest with me in front of his employees to not help me and get me out of the store so they can close. Understanding my cell phone bill is $120 a month my Uverse to my residence is the same or higher. I've been a valued customer for 15+ years, and the way that I was approached I feel disgusted. The way my situation was handled over a $50 phone I was sold that I did not need, an hour after purchase would not be excepted to be returned. A $50 phone that has a $45 restock fee. I wasn't even offered the return of the phone an my five dollars, just a "no I'm not refunding this." The ability to have the restock fee waived I had already been informed that the manager here could do this but he refused. The management did not care that I was a valued customer, nor was he really even trying to help me. Even though they sold me a phone I didn't need, that was still with the box an receipt from "1 hour" before. Even though the manager refused to be any type of help I left my phone that they pushed on me for no purpose at this establishment with the receipt with the manager that refused to be any help. So this phone I even purchased I'm not even in possession of. The fact that we work so hard to pay these expensive AT&T bills and pay for these expensive AT&T phones I would expect to receive some type of respect from management for being a customer, but good luck when walking into this establishment. I'm now in the process of canceling my cell phone plan my U-verse plan, my parents family AT&T plan, and every residence that we have AT&T in over a $50 issue that was handled with such disgust. This is not why I pay all this money to be treated like this. This company is truly disappointed me beyond belief. Thanks to the worst manger I've ever encountered Joshua at the Campbell Lane location I can't believe I've wasted this much money before I found out this is how they really treat...

I have done nothing but run around contacting both AT&T and apple only for them to keep referring me to one another. This has been going on for two months now. I’ve been in contact with people both over the phone and at the other AT&T location in town. I decided as a last hope effort, after having been told it’s on me to figure out, to bring the phone I received as an upgrade to this location. I didn’t have very high hopes when coming in. Andrea has been the most amazing person I have interacted with this far. Everything from her bubbly personality and calm demeanor to her drive to get to the root of the problem. The phone I had came in unable to activate a sims card but Andrea took her time to troubleshoot the issue and I was able to walk away with a working phone..

HOWEVER, before I even managed to make it home.. the phone quit working again. Here it is 2 years later (I forgot to update this until seeing it just now) and the phone was never usable. A brand new phone that had to be paid off at full price and was only ever used as a paperweight?

All in all, the ONLY good thing I can say about this location is this one single employee, Andrea. Honestly, aside from her, im still disappointed and would not recommend either AT&T or Apple products to anyone whatsoever

I thought it important to also note, this same AT&T store had let me down prior to this when they failed to mention my phone was one payment away from being paid off before letting me trade it in for, at most, MAYBE 200 OFF. Didnt even try to mention that those phones still currently cost nearly the same I had paid for it. This phone was not even a year old and in perfect shape so had I known I was getting completely ripped off (they made it sound as if they were doing me a favor by paying it off.. for what? maybe 20-40 bucks. what a joke.) I would of never even considered "trading it in" but thats AT&T for you.

The last experience ill note is when I had someone here try to convince me to try AT&T internet service as it was fiber optic and was suppose to be one of the fastest. Well, I agreed but luckily kept my old internet connected for the time being, just in case. Im glad I did because the second I went to open the bill (which was a video bill.. never seen that before) the video would not load. I called and they attempted troubleshooting. Long story short, they just kept giving me the run around that it appeared to be working fine, that I should try restarting it, and telling me how odd it was? It was twisted to make it sound like there was no way out of the contract unless I pay so much to them. (I cant recall the exact price but I do know it was something outrageous considering I had only signed maybe 2 days prior.)

I was able to cancel (still with a fee but a much smaller one) only after doing my own deep research and happening to stumble upon a reddit article stating such. AT&T offered no help with this. information. Thank god I kept researching because I would had basically been without while still paying otherwise. I guess their internet and cellular tactics are the same. Why not pay for things you can never use? We all like to be purposefully mislead when it comes...