AT&T Store — Local services in Lexington

I hate to give this store only three stars. I usually have a great experience when upgrading lines for my family while I'm in town. The ladies that work in this store, I can't remember them by name, but they're so helpful! Unfortunately, the last time I was at this store in July I had a very poor experience with Richard Hyatt.

He was deceptive, didn't really know the background on what he was speaking of, and locked me into a plan I didn't agree to. I was supposed to receive half price on an upgrade for my dad's old phone to an iPhone XS. He fumbled around on the computer and after initially saying he couldn't find the promo I was offered, he pretended like he had found it. Then he rushed through the upgrade, didn't offer to help set up the new device, and sent me away without a receipt after blaming COVID. I actually watched him hand the previous customer a receipt. When I brought up the fact that the e-bill showed a full price charge, he said I should wait 3 months and come back if it doesn't credit me or change so he can vouch for me. I'm going in today, and I highly doubt he'll even remember.

I called AT&T customer service immediately that day and the rep told me to wait because, "oh it takes 2-3 business cycles," but today I'm being told no promo was ever applied. So now I lose $450 on that phone. Luckily I've been with AT&T for over 10 years so their customer loyalty rep gave me a discount to help me out so thanks AT&T but wow.. poor customer service on...

I wish I could leave a 0 star but it won’t let me. I hate to write this about the Lexington store. It’s really about an employee from the Salisbury store but she was filling in at the Lexington store today. We went to the salisbury store yesterday and wasn’t able to see Hope. So she told us to come to the Lexington store which is about 45 minutes from my home. When we arrived at the Lexington store as soon as we walk in, she rolls her eyes at us. She blatantly Told us lies. My son used to work at AT&T and he knows lies from truth. After practically Telling us we would have to go home and do it ourselves. We just decided to leave so we go back to the Salisbury store because there’s a guy named Daniel that worked there. It seemed like he likes his Job and he would wait on us with no problem. Well, as soon as we go in the door, the manager their brian stand up and says so why are you telling this girl hope that I didn’t wanna wait on you (talking very loudly) at me out in front of the customers employees, but he said it loud enough for everybody in the store to hear. So hope text him from the Lexington stores lies. I never once said anything to her about Brian. But for a manager to confront me the way he did was very...

I tell you, every single time I've set foot into an AT&T store, the service is excellent!

Yesterday, I was reminded of the AT&T excellence by the amazing sales rep, Brandon! I came in about 25 minutes til close and was in such a heated state due to dealing with their competitor down the strip, Verizon. I came in quite flustered and because of the poor service provided by Verizon, I needed help to switch my parents to AT&T quickly. Regardless of the time, my frustration, etc, Brandon continued to assure me that he could take care of everything! And rest assured, he sure did just that! I continued to apologize for keeping him after hours, but not one time did make me feel like a bother or inconvenience at all.

This is the type of service that keeps a customer loyal! Brandon was such a sweetheart and kept the conversation light and positive (which I absolutely needed lol).

BRANDON--you are the absolute MVP! Thank you so much for you patience, quick problem solving skills & assuring me things would work out. This was such a seamless transaction & lovely interaction!! AT&T should be proud to have you as a great asset to their team and for their customers!! Thank...