I was following up on a recent upgrade on a cell phone and a smart watch purchase, as well...my regular sales rep was out of the office and I met with Josh at this store in Hixson. I had never met Josh before, and he wasn't really making any money helping me get set-up with my new devices, but you could not tell that from the service he provided me, which was excellent. He was pleasant, professional, personable, and, by all indications, knowledgeable, as well. I really enjoyed our interaction and he was able to capably get me started with my new devices, too. All in all, a very pleasant experience (my regular sales rep, Melissa, would have been proud - HA). Thank you, Josh!! read more

This store deserves the dubious distinction of alienating a customer of 15 years who has a family plan with three phones. I'm probably done with ATT because of their poor service, and I'd urge others to either avoid them or be very careful dealing with them. My husband took me there to upgrade to a new iPhone. It was his big surprise to me. They totally ruined it in the end. First, they didn't have the phone I wanted so I had to wait for delivery, which was no big deal. I was still ecstatic. But unlike in past situations, they didn't deliver the phone to the store for pick up, but sent it directly to me. Still ok. I did ask if they would set it up if I brought it in. They said of course. So when it came, I happily brought it in expecting to buy a new case and screen cover. The saleswoman I dealt with said they didn't have either a case or screen cover. Who doesn't carry a protective screen covering for a brand new phone? She suggested I order it from Amazon. I certainly wouldn't mind doing that. But, I asked, why didn't the person who sold me the phone tell me that in advance? I could have placed the order with Amazon and had everything I needed by the time my new phone was delivered and brought it all in at the same time for setup rather than having to wait longer and make a third trip there. She actually told me they weren't allowed to suggest ordering from Amazon because they were supposed to push their own products. I looked at her incredulously. "But you don't have the product and won't have it for months." Nevertheless, I said ok. She finished the setup within minutes and told me my phone would have to update and it would take an hour and she sent me on my way. I've never before left an ATT store without a working phone. But my husband and I went out to lunch and an hour later the phone was still waiting for an update. It hadn't even started. By this point I was furious. I went back to the ATT store and demanded to speak to the manager. I wanted to just return the phone. I was told the manager was out to lunch and I'd have to wait an hour for his return. The same person who did the incomplete setup was rude, at one point refusing to even deal with me after that. I was near tears. I'm still near tears now. She finally completed the return and restored my old phone. I still want a new iPhone. Then she also charged me a $50 restocking fee for a brand new phone I never used. So I agreed to that to get rid of the phone and be done with them. But I want nothing to do with AT&T. That's despite a 15 year relationship with them, many other phones and a family account. Btw, just this past weekend, my mother in law upgraded her old iPhone and had a seamless experience with the AT&T store in Winchester. She went in, they did the upgrade, sold her a new case, put on the screen protector and sent her on her way with a functional new phone. That's the kind of service I always had and expected. What I got on Hixson Pike was nothing like that. As I said, avoid this store. They don't care about customers. read more

my wife went in there to buy a new iPhone and get her old phone transferred to a new phone. the girl working was not interested in helping her. she wouldnt answer questions and then the girl ended up directing my wife to order from Apple online because she said that the transfer can all can be done online now and the at&t store really is not even needed. my wife ended up going with her advice and it saved us money in the end so that was good. not sure if this store will stay open if they pass up $1200 paying customers and direct them to cheaper competitors read more

I visited the AT&T store on TN SR 153 in Hixson on 11/27 to conduct a iPhone trade-in and other business. I waited maybe 10-15 minutes minimum to be seen by an employee at the store despite making an appointment prior online (store was very busy that afternoon). Besides that, the employee who worked with me named Jackson was very professional, answered all of my questions and the questions of my dad that we had about various things regarding our service with AT&T. Jackson as well as the store manager Tommy were both very helpful in insuring that my iCloud data transferred over to my new phone smoothly and without any problems. Overall, I think this is like any other AT&T company store. I will definitely come back to this location if needed at all! Thanks so much read more

I went in to complete an upgrade on Sunday, August 18, 2024. While there the sales rep seemed helpful, however yesterday I got emails about all kinds of new features that were added to my account that were never discussed. That would've raised my bill by $92 had I not caught it and removed the features. This is unacceptable and honestly unethical. I caught it in time to not see a higher bill, but how many other people have had this happen and not realize it took place. This was highly unprofessional and I expect more from ATT. read more

What a nice surprise...just stopped in to check out the new 14 and ask a few questions. Sydney greeted us and took great care of us "older" folks. Gave great advice on ways to purchase, with or without trade in. Very accommodating and knowledgeable. We will be back to see her. read more

After dealing with the disastrous resellers, we found a great spot here with wonderful help. Thanks for terrific service!

Consumer beware! STAY AWAY and make sure you do your due diligence!! You will spend a fortune in monthly fees for internet and DIRECT TV service. THEN when you research the internet bandwidth in your neighborhood you'll determine that if you want faster internet service you have to retain another provider. When we canceled our service we were sent a bill for 2x's our monthly fees. My husband called customer service and was on the phone for over an hour in an attempt to resolve the absorbent disconnect invoice, to which is still unresolved. He was told another agent would call and we're still waiting! read more

EXTREAMLY UPSET! So!.Walked in the store not greeted, waited 15 mins then finally walked to a woman that worked there,wish I knew her name cause she was rude and would like to call her out. Another customer walked in right when we approached her and SHE served her first. Even though we were there first. Wanted to buy a new phone and switch from sprint to at&t cause we are a direct TV and at&t internet customer already. Walked out. read more

Walked in just to get a screen protector. The customer service representative looked me up and down and rolled his eyes. His demeanor was very much "I don't care". I could barely hear anything he said. Even worse, he was trying to talk to me from the other side of the store. When asking him to repeat what he was saying, because I obviously couldn't make it out, he got more frustrated each time. I just walked out. I'll order it online or go to another AT&T store. read more

I recently moved and transferred my service to the new location. They were unaware that it was new construction and did not send the right tech or equipment. He went back to the shop to get help and equipment. They were there for 8 hours and all I got was internet. They were supposed to come Saturday to install tv but didn't show up. Said I was in computer but not in the schedule. A supervisor scheduled me for today at 9 am. They were sent to the old address and because the signal was sent there they could not do anything today. Scheduled for tomorrow sometime but seem to be unclear of the services to be switched or how many receivers I need. Will see what tomorrow brings. Thinking it's time to get someone else read more

after the damage that julie j. has caused, i opted out of returning to the same at&t store to fix my issue! i went to this store thinking it would be a quick in-and-out, but it was not. because of julie j., it took two other sales associates, harrison and mikki, and me an hour and a half to fix the damage julie j. from at&t gunbarrel had caused! thank the heavens that harrison & mikki are extremely knowledgeable and patient enough to help me finally get this mess sorted out! read more

I went in to the AT&T store on Hwy 153 to find out the details regarding the recent recall on the Samsung Note 7. Instead of having an informative session, I was greeted and treated very poorly by a sales associate named Matt. He was extremely rude and proceeded to speak to me with an indignant tone and hostile attitude. I have been an AT&T customer since before they were AT&T. I think I'm going to change companies. read more

They're very helpful and positive when you're there to buy a new phone but I notice not so much when you're trying to get a phone fixed. I was having a problem with my iPhone 6S not charging and I asked them if all I needed to do was buy a new plug. They told me that I needed to get a new phone but for some reason, AT&T was umable to exchange a free phone there even though you can buy them there. They told me I had to go to some other store on the other side of town just to get a new phone even though I was under warranty. I just went to Target next door and got a new plug and took it home and that ended up fixing my problem after all. So AT&T flat out lied to me about what was wrong with my phone and for some reason they refuse to exchange your phone there even though they have plenty to do it with. AT&T is going to lose customers if they keep treating us like we're stupid. read more

Terrible customer service, in that employees not familiar with phone activation if the phone is purchased online. AT & T call center not able to contact the store because they were not answering phone calls during business hours. Check another wireless carrier ! One star is generous. read more

Advanced Trickery Techniques ATT. First step: wait for an agent for 29 minutes. Gotcha. You are not going to start that clock again. Finally your turn . Sales people know they have no phones in stock but they will keep that hidden until you go ahead and commit to that nifty new 2 year plan. No problem, we can get that phone shipped to you in two days . Another lie. Try weeks. Whatcha gonna do? Boo hoo. They already have you hooked on that 2 year plan and a ton of small print, and they are giggling that they gotcha. read more

I have been in this store several times. Almost every time the service I received was exemplified by that which I received today by Melissa. I haven't been using an iPhone for very long so I always have questions of the most elementary kind yet I demand a complete and full understanding of each issue. Melissa demonstrated a deep well of patience and a detailed understanding and a willingness to take whatever time was required to meet my needs. I have often been criticized by my friends and family members for being too harsh on various servers whenever we go out together but the staff at this store have almost without exception met what I am often told are my unreasonable high expectations. read more

Horrible customer service at this location. Refused to exchange defective iPhone 5S after less than 24 hours of purchase. Told us to go to closest Apple Store (2 Hours Away) to get a refurbished one for replacement. Had to call corporate AT&T to get the store to replace the iPhone with store inventory. When going back the 2nd time with this issue they refused again because the box for the iPhone wasn't present, finally they gave in, only after the store manager was involved. Also, they were very rude and didn't believe we spoke with corporate AT&T until they looked at the notes in the account. They also told us we had an upgrade available but didn't tell us we actually didn't, not for another 4 months, we were eligible only with AT&T Next which makes you pay $25 a month for 18 months before eligible for another upgrade and you can't even keep the phone afterwards. We were not informed of this, and didn't discover it until after doing the "upgrade" and leaving and seeing our bill. This store takes advantage of people. Don't trust what they say. read more