AT&T Store — Local services in Spring Hill

If you haven't read my review of the AT&T store in the Crossings, please start there before reading this review. After I left the Crossings AT&T store disappointed, I drove up to the AT&T store on Main Street to ask questions. Maybe they were more with it. At first it appeared so. I talked with a guy named Jullian. He came across extremely pleasant and told me he gets complaints every day about the Crossings store. I told him about what the other AT&T had quoted me.... a line for $50, the trade-in, etc. Jullian said, no that plan doesn't exist, but I have a plan to offer you. It would be very similar. At first he said it's be $60/month plus taxes, insurance, etc.... I stopped him and told him I greatly appreciated his time, but that mom had a strict budget and that the $60 plan would be too much. As I was turning to leave, he then said he could do the $50/one line, same trade-in deal the Crossings AT&T was offering and because we had AT&T internet, could knock another 25% off the monthly bill. I was ecstatic and called mom and asked her if she could stop up to the store after grocery shopping. I waited for her at AT&T. When she arrived, Jullian, myself and mom went over all the details of what he could offer her. Jullian told my mom in order for her to trade her phone in, she needed to come back with her account number and her PIN number for Straight Talk. She said she would return the following day as Jullian said he would be working. She arrived and Jullian asked for her drivers license, social security card number, all her personal info. After making copies of her personal information, he told her that he could no longer offer her the deal he told her about. She said his personality totally changed. He told her that her phone was already with AT&T. Mom said she wasn't with AT&T and that she's been with Straight Talk for years and years. She asked if he could call a manager and ask why her phone was showing AT&T. She said he did call someone and told her that he couldn't offer her the plan. She said she was upset, that she couldn't believe what any AT&T person told her. He then told her where the front door was and that she could exit. She said, he walked toward the back office door and told her that if she didn't leave, he would call the cops. She left and drove over to my work. She was visibly upset and shaking from the way she was treated.

I personally do not know what is going on at these AT&T places to provide such horrific customer service. He had copies of all her personal info too. If the person over that store, I'd be beyond embarrassed and outraged that a sales rep could treat...

Last Friday I received the best customer service EVER from Tityona Lowe, first I went early afternoon, I mentioned that I had to pick up my kids at school in a while and very nicely she recommended to go first to pick them up and then come back with them to do everything with no rush and set up my current foreign cell phone with a local number, I told her my little one was very active, and she said that is ok, no worries, we will figure it out. I came back with my kids and it took a while indeed, she made my kids feel very comfortable, and she tried DURING A LONG TIME to set up my foreign cellular phone with the local number, she really did her best to save me the taxes of a new cell phone, she made a couple of phone calls, texted other colleagues, I was amazed of all the effort and time she put on this, while giving an excellent customer service to other customer that came half an hour after I did. I really want to thank Tityona because my kids felt good while waiting a long time and because I am sure she did the best she could, finally I had to pay the taxes of a new cell phone, but it totally worth it because of a great service, definitely it made a HUGE DIFFERENCE. This is going to be my AT&T store from now on for sure....

I am giving ONE star because of the good customer service at the ATT Store in Spring Hill, TN, but sadly, I have to only give one, since the service we "DIDN'T" receive, a we should have, from ATT Wireless. We ordered two XS Max 512GB iPhones on a Tuesday, and we were told they would be delivered on the upcoming Saturday. Well, Saturday came and went, NO PHONES. I called ATT customer service and was told there was an "UNFORSEEN" error and I needed to "RESCHEDULE" my delivery, which I did to the following WEDNESDAY. Well, Wednesday came and went, NOT PHONES. I called ATT customer service AGAIN for the third or fourth time and I was told, THOSE PHONES were out of stock and therefore they had cancelled my order! WHAT!?!?!?!? They cancelled my order! No EMAIL, No PHONE CALL, NOTHING FROM ATT WIRELESS, just their usual PATHETIC CUSTOMER SERVICE. NOW a week later I am thinking to RE-ORDER these phones again, and I was told NOW, they are UNABLE TO PORT my current number. ARE YOU KIDDING ME? You were able to PORT THE NUMBER LAST WEEK on the order YOU CANCELLED without so much as a PHONE CALL! GOOD RIDDANCE. I'll STAY WITH VERIZON...