Gabriella was so easy to work with. They were having some technical issues, but she was honest upfront about it. She was funny and did a great job explaining the process and even sold me on a new case and screen protector. Definitely recommend coming there read more

If I were on the leadership team at ATT, I would absolutely want to know about my experience this afternoon at the store located at 3871 Lebanon Pike in Hermitage, TN 37076. I ordered an upgraded phone online for an in-store pickup. Had I known what would transpire, I would've never gone into that store... 1. The confirmation I received informed me that it'd be ready for pickup in 2 hours. I went to the store 3 hours later, but it wasn't ready, which wasn't a huge deal. 2. The next day, I called the store to see if it was ready. They told me it was, so I went back. 3. When I got there, I was told the phone wasn't ready afterall. The representative's name was Daylen. I could tell he couldn't care less because he didn't so much as offer an apology for the store telling me my phone was ready when it wasn't. 4. He told me he could just set me up with one of their phones, which would be fine, except I was already showing a pending charge from when I ordered the phone online. ($58.50) 5. After showing Daylen the pending charge, I asked if I'd have to pay anything. He said, "yes" without any empathy, care or explanation. I asked if he could simply cancel the order for me. He said I'd have to "call them to cancel it." At this point, I was really starting to feel like no one was interested in helping me find a resolution. Nonetheless, I maintained my composure and demeanor, but I did calmly tell him, "At this point, I really don't feel like you're trying to help me." Things spiraled downward from there. 6. His response was that I was "judging him." I started to ask if he could see where I was coming from, but he kept talking over me and wouldn't let me even get a sentence out. He went on to claim that I thought he was being unethical--which I never said, but at that point, I told him that he wasn't showing any empathy. 7. At that point, he told me that I was "too lazy to call them myself to cancel the order," and dismissed me. 8. There was another representative in the store that wasn't helping anyone (since I was the only customer in there). I started to ask him what the first representative's name was, but then he cut in and said, "If you want my name, you can ask ME." By now, he had a threatening tone. I said, "Ok, what's your name?" He told me his name and made the comment that I was too lazy to call customer service to cancel the order, but not too lazy to file a complaint. He added that I was being an "a-hole". Never once did I raise my voice, become threatening, name-call, or anything. I was completely flabbergasted at this point. Never in my life have I been treated that way by a business. All I was trying to do was iron everything out. At the end of the day, I'm a businessman that leads a sales team of 90 people, and I know how to conduct myself. It'd be one thing if I flew off the handle, but I was calm the entire time. If I were Daylen's manager, I would be completely embarrassed, ashamed and appalled about my decision to hire that guy. Even to this moment, I'm pretty speechless about the entire experience. If anyone is reading this, I would encourage you to take your business elsewhere, rather than going to the ATT store at 3871 Lebanon Pike. Not only will you not receive any help, they will insult you with a threatening tone and turn you away. If the store manager is reading this, I would like a phone call. My name is in the system. Disappointedly yours, Jesse Reddington read more

Worst customer experience I have ever received. I have the Next Up Anytime plan so I went to this store for (2) iphone 17s (myself and my daughter). The real ATT store near me didn't have any iphone 17s. At this store, I was told I had to take two Apple watches with accompanying cellular lines to maintain my current monthly charges. If I took the Apple watches, it would cost less monthly. I said I didn't want the watches because my daughter and I already had Apple watches, but they said it would cost more if I didn't take the watches. The salesman didn't seem to realize I had to start a new 3 year commitment until I asked him to verify I only had two more years until my phones were paid off. It turned out I had to add another year to my commitment. All of this occurred AFTER I had already paid the taxes, etc. Feeling uncomfortable and not understanding the charges on the commitment, I came back in the next day and asked the manager to explain the costs of the commitment. She didn't tell me there was a payoff for the watches that I had repeatedly told the salesperson and her I didn't need. I asked if it would lower my costs to not take the watches. She said I had to keep them if I wanted the best monthly deal. Again, no mention of the fact there is a payoff of the watches even as I asked point blank what these watches were going to cost me. I called the next day because the numbers still did not make sense to me and I wanted another appointment. In an angry voice, she said she had answered my questions and hung up on me. When I called back again and asked to speak to her, the man who answered hung up on me when I told him my name. Shocked, I went to the ATT owned corporate store (ATT owns some and some are franchises). They apologized for what I had gone through and were able to cancel everything she did and rework my commitment. My charges were MUCH lower without the watches and their cellular line charges. They were able to refund me for one watch but they said one of them had to be approved by the manager at the Hermitage ATT store. I told them I was not going back into that store. I did not feel safe going into that store. I returned home and ended up speaking to ATT Customer Service at length, and they handled my return of the watch after I explained my experiences. read more

Came in on a normal Monday afternoon at 3:45pm for a simple 5 minute issue. There were literally only 2 associates in the store. There were 8 customers, and the two guys were just shooting the crap with the 2 folks they were helping while the line got longer and longer. To be fair, the customers were holding them up asking one inane question after another, but they both were making no effort to show a sense of urgency and move through us all waiting. Additionally, there were no phones on display. I kid you not. A cell phone store with only 1 iPhone and 1 galaxy phone to display/touch. I don't understand what the point of that store is unless it is literally just to have a place where the mobile phone inept people can come and ask one dumb question after another. After about 15 minutes of getting more and more irritated, someone finally sauntered out of the back and answered my question in 15 seconds. Wow. read more

AT&T Store - They have NO phones on display. Just the Galaxy S10 and the iPhone XS. Wow... - Mobile Phones Near Me - Hermitage, Tennessee

My company uses AT&T for all of its cell phones and tablets- our bill has been progressively screwed up more and more over the past few months- every time I would call customer service, they would assure me everything was fixed and then I would get the next bill and it would be worse- my bill went up over $300 in three months. Got fed up with dealing with someone on the phone and walked into this store- Kasra was the best thing that has happened to me this week. He listened to my rant, looked over my mangled bills and proceeded to fix everything in 20 minutes. The only thing he couldn't address is the credits that need to be applied to my account, which is out of his control. Wanted to go ahead and leave this glowing review while I'm on hold with loyalty retention trying to get my credits. Go see Kasra- he's amazing. read more

Terrible service, rude employees. Wish I could give negative stars. Please just take the time to drive to Mount Juliet because their service is 100x better. This location in Hermitage is having a "gas" leak and it smells like sewage in their store. And don't even worn their customers that they could be having a gas leak, I was told this when I asked why is smelt like that in here. Please save yourself and your health read more

Doesnt answer phones. If you leave voicemail they dont call back. Called last week to set up internet in my new place and he said he would call me back but never got a call back... its been a week now.. read more

Terrible store. The owner is non-existent in his stores dealings. The District Manager is absent and NEVER addresses anything. The Store manager is incompetent. I'd suggest not using AT&T all together, but if you stay with the company, avoid this store in Hermitage. Complete buffoonery. If negative stars were an option, I'd choose -5. read more

S-L-O-W & R-U-D-E Clearly this place needs a new manager as their service has been horrendous for a while and nothing improves. It is pretty comical however to watch the employees argue and complain. Especially Rachel that is supposedly married to a DM (unsure why she feels the need to share that) read more

I decide to change my service from Verizon to AT&T. Biggest mistake ever! I took in the advertisements on "deals" I had received in the mail and informed the rep that I wanted to get a new iPhone, TV and internet around the same price I was paying Verizon & Direct TV and have it all bundled or get one bill for all services. The rep was only able to get about $20 off what I was paying before plus the $20 per month for the new iPhone. Could not figure out the deals. This is what I call bait & switch. They send you a great offer that they can't follow through on just to get you in the store. Well for the "convenience" I decided to move forward. So this was what and is still going on: 1. Taxes were not disclosed/estimated & increasing pricing more. 2. The installer no showed on a Saturday appointment that I waited all day for. I called the store to find out what was the issue & was informed my service was cancelled by accident. They reinstated my service & scheduled another appointment. I went without service for two weeks before I could get the installer there. 3. I tried calling the store 8 times regarding all issues & phone would ring with no answer. Went in the store, spoke to rep. She was working on it but quit. Spoke to another manager and she never addressed my complaint & she ended up transferring to another store. Went in again & asked for another manager. He was not in & never called me back. This has been going on since May 27, 2018. 4. To this day I have not received a combined bill. I still have 2 separate statements. I am looking at going through the hassle of changing providers because the is the worst customer service I have ever experienced in service & retail in my 30 years of adulthood. Please do yourself a favor and stay clear of this store and provider. Obviously management does not care. read more

Walked in to pay my bill and was completely ignored. A sales rep looked right at me, then walked to the front door to greet customers who were just walking in. I have received great service there in the past but not today. Nothing will ruin your day faster than being ignored by people your trying to give money to. (11:50 am, Friday, August 29, 2014) read more

When I dealt with Mo initially he seemed to be very knowledgeable of deals and offers. When I got my first bill I almost fell out of my chair and went to see him and then the "oh I'd never say that" and then one month later my bill had gone up another 50.00 for a total of 100.00 more than I was initially quoted!!! If you go too this store which I would never recommend and deal with Mo make sure everything is in writing before you leave and I mean EVERYTHING!! read more

I've been coming here for years. Especially after I've seen this place with the new managerment, I've never had a bad experience. The reps here are very helpful and was always extremely patient with me. This will always be my spot. read more

I have been an AT&T customer for a long time and have been in their stores in several states. This store wins for the worst and it's not close. I went in one day and I started walking toward a girl that wasn't doing anything and she let me know that I would be helped when they could get to me. No hello, no welcome.....nothing. She then walked to the back and never returned. I was moving my service from Texas to Nashville and asked what the process would be. The guy I finally got to help me told me to just bring all of the equipment and show up at a store or I could do it online, no charges no problems. I was pretty sure that wasn't right so I went back the next day and luckily got someone pretty quickly but could tell right away that he didn't know what he was doing and had to ask the other guy everything. So after an hour I finally got things lined up and of course there will be an installation charge. The store I would go to in Texas was always great, you were greeted at the door and were put on the list and while there was often a wait at least it didn't feel like you were being a bother even though most people in the store were giving them hundreds of dollars every year. This store is convenient since it's right across from my workplace but I'll be finding another one next time. read more

I called the store and left a voice mail that my wife and I wanted to come in and upgrade to the IPhone 6 but that i had a couple of questions. Their voicemail message ensured they would get back with all calls. After not receiving a call back in 2 days I called and left another voicemail only to be ignored again. I don't understand how any business can sustain itself while creating such a horrible customer experience. NOT IMPRESSED!!! read more

Brittany helped me with my insurance replacement phone! She helped me set it up, get a new case and screen protector (so I don't have to file another insurance claim on another cracked screen), and was genuinely a kind person! I will return to her for all of my AT&T needs! I'm very thankful for kindhearted and down to earth people such as Brittany out there in the workforce! Keep being awesome, Brittany! read more

I won't bore you with all the details of my horror story. I will just offer you my best advice for dealing with this store and possibly all the stores. I went in to establish internet and tv service and learned from this experience what you need to know before going in. Get what they are offering you in writing, don't take their word for what you are getting. If they have to write it on a notebook or whatever, get it in writing. If you get Direct TV in your package you ONLY have 24 hours to cancel, so if they tell you that you are getting one package but give you a more costly one and you don't find that out until you get your bill in the mail, you cannot switch it to a less expensive one, without the intervention of the manager. And that was hard to accomplish. I made four phone calls to ATT and Direct TV only to find that I was stuck. Fortunately, I did finally contact the store manager, Mo, who was able to switch me to a lower plan. That's why I gave them 3 stars instead of a 1 star. So I advise you look online to find out what the Direct TV plans are, what stations you want, and how much they would cost you to deal directly with Direct TV, so that when you see it in writing you will know the plan you are actually getting and that the cost of that plan WILL increase after 12 months. There are NO plans where you pay a flat fee for the life of the contract. You need to know up front how quickly you have to cancel if you aren't happy with the service because the "customer service summary" that you will sometime after you visit the store and before your actual bill arrives, says you have 14 days to cancel from activation, but that only applies to AT&T and not to Direct TV. Direct TV is only 24 hours! read more

Nobody acknowledged our existence. A simple hello and we'll be with you shortly goes a long way.

I was having issues getting my apple watch to use the cellular feature. I had been back and forth with AT&T and Apple trying to get them to work but it was not happening. I went to this store an hour before they closed (I thought they closer later than they did! My bad!) and it took us almost 2 hours to finally get my issue fixed calling support and trying different things. But the guy and girl who were helping me (the manager and Kimberly? I think were their names- this was last week so I forgot I'm sorry!) were super nice though. They didn't mind staying late and helping me which was greatly appreciated especially since I wasn't buying anything just getting a glitch fixed. read more

Alex or whatever her name is was incredibly rude I don't know how she has a job here still! She made me feel uncomfortable because I don't have the knowledge to handle what I needed to do online obviously why I came into the store and the second time I had to come into the store I watched her walk to the back while leaving one person on the floor to handle customers until I waited 20 minutes. Her customer service was terrible and her attitude the first and second time was worse. Bad for the company and I would rather drive 50 miles to a different location to get better service! read more

Probably the worst customer service I have ever received. They say they'll have someone call you and they never do. You go in with an issue and the proper person to help you with that issue is never in. Stay as far away as you can! read more

Well I went in for something so simple and came out very disappointed. Please listen to these reviews! The employees would simply say hello but won't awknowlege your concern. I went in to get ONE line and there was no other customers, it took the little guy 2 HOURS to get a simple line. I understand that he was new but this professionalism was so annoying , they took everything as a joke and couldn't even find a sim cutter, how do you not have enough sims ?? Then I started to get aggravated and little dude took it as a joke saying that "idk why people come in a rush cause this take while" first if I was not in a rush but after hours it got to a point that I was ready to cancel everything. Well after all I got the service, BUT IT HAS NO INYERNET!!!! I'm now on my way to another store where they can explain everything to me. SO DONT GO HERE DRIVE TO THE ACTUAL CORPORATE STORE! read more

Called 3 times to check stock on a phone, never got an answer. For some insane reason I had the thought to just go there since I don't live very far. Mistake. I was told someone would be right with me, then the girl went into the back and never came back to help. 20 minutes later I finally gave up. There were 4 employees and 2 customers when I went in, yet I was still there that long without even talking to someone! I should have listened to the reviews and stories I heard! Not worth your time. read more

Do not recommend. Next time, I will go the Apple Store instead of choosing what I thought would be easy, smooth transaction. Not.

By far the worst customer customer service I've experienced with an AT&T store. They seemed lazy and unprofessional. The guy leaned over the table the entire time and moved at a snails pace. Save yourself the time and the drive and go elsewhere like the Apple Store. read more

One star? Hell no, I wish I could give this store 0 stars. I have never received such ridiculously rude customer service in my entire life. I should have known to cancel my contract as soon as the first incident happened..let me explain, we scheduled an installation date to install my wifi, so my fiance and I both took off work and had to wait about 2 weeks for this, so when the day rolled around we waited for HOURS and no one showed up so I called this store and asked what was going on, they told me that we didn't have a instilation date scheduled and that we could go ahead and schedule another one, we were mad but we did it anyways. So then we had to wait ANOTHER 2 weeks, the day rolled around..we waited, guess what? no one showed up..AGAIN! At this point we were furious and Jennifer (the store manager) acted like she cared for awhile and helped us out with scheduling ANOTHER date for the install. This day rolls another round and they FINALLY showed up (later than our scheduled time frame) and installed it. The guy was nice and did what needed to be done and left. Jennifer (the store manager) PROMISED us months of free wifi for our horrible customer service..she said and a quote "you guys will receive hella credits if you won't cancel your contract" so we went with it and decided it was fine as long as we received those credits. A couple months go by and our wifi was shut off. We were VERY confused because our wifi was supposed to be free for us for 3 months so why would it be cut off? We went up to the store again and they told my fiance that it was going to cost $40 to turn it back on...why in the world would we have to pay $40 for THEIR mistake of turning off our wifi? The guy (can't remember his name) said that was the only option we had, so my fiance left because he wanted to talk to me about it. We went back to the store today (Jan 5, 2017) to get all of this squared away. Jennifer (the store manager) ignored us and ran to the back and got an employee who is NEW to help us out. He was very friendly and helpful and had to get Jennifer to help him out. She was on the phone for 30 minutes with someone about the credits, still hadn't said a word to us, and got off the phone and made the new employee explain to us that we have to pay $94 to get our wifi turned back on today. This has been the worst experience I've ever seen and we will be canceling our Internet with AT&T. Do not go to this store!!! Do not believe a thing Jennifer says!!! Do not give them your money!!!! This store is a joke! read more

It's hard to give them one star , they don't deserve even one. It's the worst customer service experience we ever had. Yesterday we went there, we were waiting for one hour and they were three employees . When we asked what was happening that it takes so long, because in an hour they did not sell anything and the same customers were handled, they told us that the door is open and we are free to go. We went to AT&T in Rivergate, where we were more than happy with the service. read more

When I walked in, Jamie was sitting at her computer, scanning small cards into her computer. She mumbled something about helping me, when she was finished. I sat down and waited while she scanned about 100 cards into the computer. I finally asked if she'd take care of me, but she walked into the back room. Then her pizza delivery arrived, so she took care of that transaction, and took the pizza into the back room. Finally, she took care of me. I needed her to call repair, for my landline, because I was running out of Tracfone minutes, and was having trouble getting my landline reactivated, from a vacation suspension. I heard her tell the person, on the other end of the line, that I had an "old school" phone, referring to my Tracfone. She was very nice, when she spoke to me, but she used "nice", while being rude. It's called passive/aggressive behavior!!!What happened to good customer service? She could have done her scanning, while she ate her pizza!!! read more