AT&T Store — Local services in Louisville

Can't give zero stars or I would. ATT is a horrible company to deal with. The customer service is not helpful if you have out of the normal issue like FRAUD.I have had numerous issues with ATT over the years. If you call in they will transfer you countless times in an attempt to wear you down and waste your time, having to repeat the same general questions multiple times.

(2017) I had cell service and ordered an unactivated phone that was shipped broken. I went to several stores only to get a runaround. I was told to go a corporate store, only to be told it had to be done online or they would have to activate. I didn't want it activated because I was going abroad for two months. It arrived and I was billed for service while it was in a box for two months.... I canceled ATT and had the phones on my account unlocked to use at another carrier only to be told they would not work.

(November 2023) I had internet services at a furnished rental unit for over a year and half and service eventually stopped working. Upon calling I was told services had been canceled without my knowledge, FRAUD. (I will be making a police report soon). Upon dealing with multiple people I was told services would be restored next business day. (In time for my next guest)... Lisa, the representative, Lied about that. The night of there arrivial I was told services were still off. I could not call into technical support because, they still did not show an account...The next morning upon calling, I was transferred multiple times and told services could not be restored for 3 to 5 days, I would have to create another account and send out new equipment. Who is going to make this right for my current guest?? I was on the phone for over an hour and 36 minutes on November 24 and the issue was not fully resolved. One representative told me they would provide a hotspot today and upon transfering dropped off the call. I was once again transferred and told they would not provide. My initial call about this issue was November 17th.

Shame on you ATT. They are a huge company, almost a monopoly, and they don't care about their customers, because if they lose one it's not a big deal to them. You are not valued.

Some but not all of the representatives I have dealt with are:

Shanna, Lisa, Marry, Abby, Jayson, Arial, Stephanie, ...

I'm gonna have to try hard not to use profanity for this one. AT&T has been the worst phone service I've tried to give my money to. I've been wanting the Samsung S23 ultra so badly. So I ordered online. The order was cancelled because they couldn't verify me despite my sending in my identification. And wasn't advised about it. So I called and was told I would be made priority and my phone would be shipped overnight(24-48 hours). I was confused. But never the less, I went with it. Two days later, still no phone. I'm getting upset now. I call again and ask what's going on with my phone. And I'm told my order was cancelled due to a port protection. But I wasn't informed. So my order was put in again(priority) and I was given a $50 credit for yet another inconvenience my phone still didn't come. So I called again and gave them a thrashing of the tongue. The next day a manager calls me to convince me to try this one last time to get my order in. I went with it. By this time I've had a total phone talk time of approximately 15 hours with at&t reps. The 2 hours spent with manager was the most pleasant. She went all out. Called my current phone provider to make sure there were no issues, got my order redone and assured me I'll get my phone and a credit. What happened? Still no phone. When I called once again after seeing an email that stated that I needed to go in to a store to verify myself, I was beyond livid. Especially since that rep said that I couldn't get my phone in-store. Even though the email said I could. Regardless I went to the phone store. After I waited around for 30 mins, I was finally seen. The guy takes a picture of my 🆔 and the tablet keeps going blank afterwards. He says that if it happens 3 times, I may as well give up. Excuse me. What??? Of course it happened 3 times. It's now been 4-5 days since it's happened and I just received an email from them stating to finish my order before the promo is gone. LMAO. 🤣🤣🤣 You gotta be joking. They are a joke. That phone better be free at this point. With extra credits and delivered by the can you hear me now guy(Verizon) &(Sprint). I need for at&t to kiss my black so what. I've never hated a company this bad. Horrible, horrible,...

The store is clean, the sales staff are approachable and eager to greet you as you enter the store, and they answer the phone promptly and courtesly. All good points from a customer service perspective. They will even spend a fair bit of time with you when purchasing equiptment and advising and answering questions. However, if you need help with anything at all after the fact, the store and the company support line are useless. Trying to set up payment online so I can pay my bill, but no one can seem to understand that a mobile hotspot cannot receive text messages. And the only suggestion to remedy this issue is to remove the SIM card and put it into another ATT device to receive said text message. I don't own another ATT device because I have dealt with this level of incompetence in the past and refuse to support this companies failure to train their employees. Unfortunately, this was the only solution as my carrier doesn't have reception at our site and the only carrier with a cell site in the area is ATT. I have worked with 3 different technicians on their support number and two different sales reps at the store level. Everyone repeats the same script: you need to receive a text message in order to associate the device with an ATT account to set up online payment. It is absolutely circular. No where in my sales contract of the device did it state I need another ATT device to pay for service on this one. The only other suggestions are to call ATT support, be bounced between 5 departments until they decide which one is correct, explain the issue each time because they can't be bothered to relay notes before transferring the call, and pay each month that way. Or, alternatively, drive to an ATT retailer and pay in the store every month. Again, this was sold as having the ability to pay the account ONLINE. Not over the phone, not in the store, ONLINE. But suddenly after the purchase is finalized, I need another ATT device in order to set up online payment. Absolutely the worst customer service if you need help. I do not understand how this is one of the larger...