AT&T Store — Local services in Northfield

Since I have been with AT&T my experience as a customer with their phone service has been A NIGHTMARE. I originally ordered two phones over the phone. Immediately I noticed the rep had one of the phones incorrect. I Immediately informed her that one was incorrect. She told me it was nothing that she could do about it. Even though we was still on the phone with one another. My guess is she wanted the sale on her account. Upon receiving the phones I took the incorrect iPhone to the location @ 4936 US Highway 42 lou ky, 40222. Even though I retured the phone I have been charged for two lines. So a few days later I took my old device back to the store on May 9th. Where it was processed incorrectly they attached it to a phone number that I didn't even have. I was told it was nothing that they could do about anything and at that point I needed to contact the fraud department.

After speaking to the fraud department the next day because I couldn't get ahold of them the day of. They told me I needed to speak to two different departments. After being on the phone with different departments up to three hours of my day. I was told that my trade-in was not in the system and that I needed to go back to the store where they couldn't help me. And have them to resubmit my phone trade-in.

Switching to AT&T has been a complete NIGHTMARE. No one in the store or even a manager over the phone can fix my issue. I'm beyond frustrated and since I traded in my old phone with them. I'm basically stuck with this company. Not one single person will own my situation and help me. I seriously don't know how this company is still in business after my experience with them. How can I go through so much as a new customer and no one will help. I can only imagine how their long time customers are treated. This is more than unacceptable some one needs to shut them...

Want to thank the wonderful staff at the 4936 US Hwy 42 location, both employees were kind and professional. A special thanks goes out to Neena. Neena was our assistant, sale assistant, greeter, technician, comedian, and just a blessing in disguise. Never pushy, she let us ask the questions and provided the answers and suggestions needed in order for use to make our own decisions that we thought were right for us. Throughout the whole process Neena encouraged that we’d take our time, look at all the options, ask any question, don’t feel pressured to buy today. After a long time of contemplating what we wanted to do (actually it was I that took most of the time deciding) Neena walk both my mother and I through the steps on swapping out our phones to new ones and adding watches to our service. She basically did all the hard confusing work that I was dreading to have to do, made sure that we were comfortable with the swap, that we understood the process of being able to edit the watches, and made sure we understood the proposed billing with the new components, warranty and services. I have to say, I was dreading the day that it was going to take in order to help my mother upgrade phones and get a watch, and to update my phone but thanks to Neena’s great personality and help my mother and I had a great time and walked away feeling comfortable with our purchase and usage of our new devices....

Due to price increase from my current internet/cell fon provider, I started this process via online chat and thot I had it completed but did not receive confirmation. Confused by not receiving any confirmation or next steps, I googled AT&T customer service. Astounded by the number of customer service 800 numbers, I rang them all and got nowhere. Frustrated and wishing I had not started this, I drove to the nearest AT&T store to cancel the entire thing thinking I’d rather pay more than go thru this dreadful experience and remembering what a pain this has always been in the past. I walked into the store specifically to cancel and end this nightmare and was immediately greeted by John Wright who is the store manager. Within less than 30 minutes, he provided a better deal than I got online and personally handled every issue. Moreover, he gave me advice on how to deal with the gazillions of spam calls and other issues I’ve lived with for some time. I have 4 adult children and am referring John to them. Color me lucky to cross paths with John. On a 5 star scale, he is a 100...