AT&T Store — Local services in Spring Hill

The store was helpful, until they weren't. I had been with AT&T for almost 20 years.

I was trying to be cheap after my phone just randomly quit working. All the signs pointed to an issue with the device itself. I wasn't due for an upgrade for 4 months and I was told that my trade-in credit from my previous phone would get taken away if I tried to pay my phone off prior to that time.

The plan: I was going to add a line, bringing my fiancé over from Verizon, use her upgrade that she would get to get a new phone and then in 4 months, she could use mine. This was confirmed with several store employees that it would be fine to do.

The execution: After a struggle with Verizon to unlock a paid off iPhone, I was finally able to bring my fiancé over to AT&T. We added her line and were told by a store employee that we had to wait 48 hours to get a phone. I came back after 48 hours had gone by and was told that I had to get the phone day of and now it was too late. The employee that told me to wait 48 hours was there and owned up to her mistake, which I appreciated. Another employee said that he would contact AT&T to get it fixed. After he spoke with AT&T, he notified me that there's nothing he could do and that my fiancé was no longer eligible for an upgrade.

Due to many issues over the years, previous to this event, and my experience with AT&T during the recent events, I elected to move to T-Mobile. I don't appreciate being told the wrong thing and then the company can't even fix...

Was advised by corporate AT&T to take my new in the box iPhone 16 pro to ANY AT&T store and I would be able to make an exchange for an iPhone 16 pro max without issue. AT&T at The Crossings Spring Hill declined to allow me do so. I had to call customer service back, purchase the phone I wanted, then I was able to mail in the other phone.

Went back to the same store 2 days later to return 2 accessories. A man was walking out of the store and he said, “Good luck finding someone to help you.” I walked in and there literally was NO EMPLOYEE in the store! After waiting 30 minutes or so, I found a door that I assumed to be an office door, so I knocked. Several minutes later an employee, Parker, finally emerged looking unkempt and partially asleep. Seemingly exacerbated, he asked for my phone number, put it in his iPad, said he could not find where I had purchased the phone or accessories from AT&T, & went on to accuse me of fraud for simply doing what corporate AT&T told me to do…return the products to my local AT&T store.

The customer service at AT&T Spring Hill is absolutely pathetic. Corporate AT&T either needs to step in and manage this store or the store needs to be closed, period. I asked to schedule an appointment with Sidney, Parker’s manager, for the following day. Parker said that he would not grant me an appointment. I AM BEYOND furious. My next step would is to report this business to the Better...

Edited When I posted this review, I was contacted almost immediately by Jalen Overby with ATT. He said he should have a response to our billing concerns by the next Monday. I was excited someone was finally able to help us. In subsequent messages he indicated that he did say that but "these things take time" and he's not able to help us. Subsequent emails and voice mails have gone unanswered.* We switched from Verizon to ATT in December, taking advantage of an IPhone promotion deal. Our promotion was entered incorrectly and from our first bill onward we have been charged significantly more than we were quoted. The store employees called the Loyalty department twice on our behalf and both times the Loyalty department seemed to have resolved the issue but no change was ever reflected on our bill. Per the advice of the store manager, Shelby, we then opened up a "ticket" to have our case looked into at a higher level. We were told that would take a few days for research. It's been three months and we've seen no resolution or communication beyond one phone call which promised a response in two weeks which was months ago. BUYER BEWARE, if your billing is wrong, which happens, you have absolutely...