AT&T Store — Local services in Shelbyville

If I could give zero stars for this store I would. This is the first time I’ve ever felt the need to leave a place a review. I have had two bad experiences with this place within the last couple years. The first negative experience I had with this store was when I traded in my iPhone to upgrade. The person I dealt with at ATT decided it was a good idea to steal my phone and never turn it in. After paying for the phone I traded in for 8-9 months and calling every month to see if they had received my trade in yet, I took further actions and it was proven that the guy I dealt with stole my traded in phone. The district manager Chasity was awesome to deal with and got the situation handled as soon as she was aware of what had happened. Fast forward to a couple months ago I come into the store and want to add an iPad with service. It was going to raise my bill about $40 to have the iPad installment and service to the iPad. The guy working that day (James) tells me they have a deal going on right now that if I added a line and a new iPhone 16 plus my bill would be $7 lower than just adding the iPad with service. I was leery of this and asked what the catch was and that I didn’t really want or need the other line and new iPhone. He said there is no catch and that it’s just a really good promotion going on right now. Obviously I’m going to take his word for it and go with the better of the two options that was presented to me. I was told it would take a couple billing cycles to reflect my promotion so I had a couple bills that were $100-$150 more than the price I was told my bill would be. As of today it has been 4 billing cycles and my bill is still $100 more than I was told it would be. So I call up there and speak to someone and they said they can not talk about anything over the phone and to come into the store so we can discuss my concerns. I get there and James is the one working. I bring up my concerns to him and he tells me he explained everything to me and how he has 100% customer review. He got super defensive when I told him he had lied to me and when I asked to get the managers information he refused to give it to me. I will attach a phone of the comparison that James himself had given me the day I came in to get the iPad with service. My bill is now $310 when I was told it would be $218. Please be aware of the people that work here because they will lie straight to your face just to upsell you and...

I don't know why they don't give us the option of giving 🅾️☆'s but don't waste your time going to this particular store. They are commission hungry grubbing sales people that don't care about helping the valued and loyal customer. they will lie to you, they will tell you anything and everything you want to hear, just so they can give them a commission check. Then when it came down to paying off old, upgrading and purchasing new and going through the whole shabang they then give me the run around on why they cannot give an AT&T customer of 15 years with 7 phone lines in total, A-1 credit and unlimited funds for a new S24 Ultra (which I had an upgrade for) on my account to replace the S23 FE that a fraudulent hacker hacked into to get all of my info. So while the salesman was on the phone with whoever he was talking to at AT&T Employee Service I called the Franklin store 20mins away and he told me to come to his store and he would be more than happy to get me the phone that I wanted and he said I wasn't the only one that called their store because no one at the Shelbyville store could help them either. But I was so furious when I left Shelbyville that I just decided to call the AT&T customer service number and I got my new s24 Ultra that I wanted and in the color that I wanted overnighted to me and it was cheaper than what the Shelbyville AT&T store was going to get me the phone for. i also want to mention that it was headache and hassle free. there wasn't any issue with the upgrade, payoff, delivery, and setup/transfer of new phone! ☆☆☆☆☆ telephone customer...

Very dissatisfied. Call the head and spoke with their customer service agent James. My wife spoke with him in regards to trading in her phone for a different phone, that we have been told they were the only one nearest to us that had 1 of those models left that she wanted. We called to make sure that the trading would be OK since her phone had damaged to it and we lived an hour away from their store. She asked him if he could hold the phone until we got there as to which he stated that no they could not hold the phone and that they were very very busy and he could not promise that they would still have the phone when we arrived. Upon our arrival discovered that there was only one customer in the store. While waiting for him to help us we overheard him telling the other customer that things had been so slow that day that his boss had left to go home for the day. When after waiting for over 15 minutes James was finally available to help us he looked at her phone and said no "you cannot trade this phone in it has damage". My wife reminded him that she had called in advance and told him that the phone hand damage and as to what kind of damage. He just said there was nothing he could do in regards to a trade in then proceeded to offer to sell her a different phone. I told her no we would go...