AT&T Store — Local services in Kernersville

PLEASE READ THIS. HORRIBLE CUSTOMER SERVICE AT THIS LOCATION. I will try to be as detailed as possible - hopefully this helps someone in the future. Decided to drive to Kernersville location to get a quote from AT&T for cell phone service as Verizon did not have good service around our house. Was quoted $80.00 plus tax by Alex (after work and autopay discounts) for a 9 GB plan for 2 phones (already paid for) - ended up being cheaper than what we had with Verizon, so we made the switch. First bill was $188. Called the store and the employee told us first bill would be more because I'm paying for 1.5 months and the discounts hadn't come through yet. Next bill was $111. Called the store and spoke to the manager at the time, Daniel, and he said the discounts hadn't come out yet, and to let him know if the 3rd bill was overpriced because he could do something about it then. Third bill came out, was still $111. Called Kernersville location, and Alex nor Daniel were working at that location any more so I spoke to the new store manager, Trevor (the worst manager I have dealt with ion my life), and he told me the bill was correct as is. I was livid. Trevor told me the autopay discount was not valid for that plan, and he couldn't do anything to change the price. Trevor told me to speak with Alex or Daniel about it. I called Daniel who is now at the Danville location, and he told me that Kernersville location needs to deal with it, and Alex wouldn't be able to do anything because he was not a manager. So after being pushed off by these guys multiple times, I asked to speak to Trevor's direct manager and Trevor refused. I ended up calling AT&T customer service and they told me my next bill would be $80.00 plus tax and I have that conversation recorded. I went back to Kernersville location and showed Trevor the recording - he said that didn't matter. Trevor told me to go back to Verizon - I wasn't about to let them get off that easy. After all this, I was intent in being a thorn in their side until they made this right. I went back to this location MULTIPLE times to get them to own up to this incorrect quote and try to get my money back. While on my way to the store on one of these occasions, I called to speak to the Trevor and I let him know I was on my way to see him. Trevor put me on hold - once I arrived I was still on the phone, and still on hold, and was told that the Trevor was on his lunch break at 4:45pm. I waited 10 minutes for Trevor to come out from the back to speak to me. I WAS THE ONLY CUSTOMER IN THE STORE! I asked Trevor to call his direct manager and let HIM tell me he would not speak to me - Trevor then called his direct manager and guess what... he did speak to me - no thanks to the Trevor. Trevor's direct manager offered me a refund for $70.00 and to lower the 9GB to 4GB to get the price down close to what the original quote was. I accepted and told him something needed to be done about those giving out incorrect quotes to get new customers. I was planning on going back to Verizon after this, but my wife would rather have good cell phone service around our house. If it weren't for her, I'd no longer be with them. This was the worst experience I have had in customer service in my entire life. I am still waiting on the 4th bill so we'll see if it is even correct this time around. Trevor's way of fixing the customer's problem was a) leave AT&T and go back to Verizon b) take it up with Daniel and Alex c) "it's just $30 more, what's the big deal" - he literally told me that. That infuriated me - he doesn't know me or know what kind of financial situation I am in. Especially during tough times with this pandemic. I hate that I am staying with AT&T and hope to never deal with their...

I came into AT&T after Verizon wouldn't work with me to get out of a dud phone they sold me. I was fed up. I researched and found AT&T had better rates and data plans anyhow so I was pleased. When I walked up to the store, I was greeted immediately with sales person Nosh holding the door open for me. No wait time at all. I told him immediately what I wanted- the plan and the phone. My mind was set. Nosh didn't try to upsell me, but instead respected my choices. He told me the benefits of other plans and offers, but was not pushy. He was simply being informative and making sure I knew all my options. Nosh knew what he was doing, which was such a relieving thing, since I didn't have to wait for him to get help figuring out systems or where to locate the phone I wanted. He quickly ported my phone number over and then began to transfer my phone content to my new phone - 1300+ contacts, 1,110+ pictures, and 18 videos!!! A 45 minute transfer due to the sheer amount of data. During that entire time, he made pleasant conversation with me. We discussed the home internet plans they have available, and at the point the manager, Colby, joined our conversation. It was easy to see Colby was on his way home for the day as it was closing time, but just like Nosh, he acted as though I was no inconvenience keeping them late. I told Nosh I wanted some time to think over changing my internet service and asked him to follow up with me on the details (checking for current promos) and I have no doubt I will hear from him soon. Colby was very pleasant, low pressure but naturally able to persuade me towards the internet change, and now Nosh will assistant me with all the follow up and my possible move.

I could not have asked for a more pleasant, easy service transfer with staff that i am confident is highly knowledgeable and skilled in their line of business.

I felt like a person, almost like a friend, getting special treatment instead of just another customer and another sell.

I will certainly go back to Nosh for all my needs and recommend him to everyone! While there, waiting for the transfer to complete, I even texted a friend who had been getting run around at a different location lately and told him to come see Nosh. That speaks volumes!!

High quality customer care is what makes for loyal life long customers. With my experience thus far, I'm...

I had to do a replacement phone for a cracked screen for my Galaxy note 9. I went into the AT&T Kernersville location and was helped by Alejandro. This guy went over and beyond the call of duty to ensure that all my needs were met. Once I got my replacement phone I took it back to this location and he further helped me with the application of a liquid glass screen protector for my phone, He also help me with the transferring of all the apps, pictures, contacts and ect from my old phone to the new phone. He was very patient with me because I am not Tech savvy. He actually stayed over his work shift because I left the protection application in my husband's car and had to run to his job, then come back. He applied the liquid glass to my phone and made sure to tell me to register the product for future reimbursements. His customer service skills were impeccable, Again as well as his patience. I hit went to two other stores in a different city and with the same issue and couldn't get anyone to help me the way Alejando did. I felt as if I was being brushed off at the other locations. I live in Winston-Salem and this store is in Kernersville and I will travel the distance just for the customer service that I received at...