AT&T Store Danville Danville

Im 69 years old and lived long enough to see customer service go down the drain! However, this doesn't seem to be the case at the Danville,KY location. I was met by Matt last week and by Joel just today. They went above and beyond my expectations! So very refreshing to know that kindness and professionalism are still available.
Thanks

Denise helped me to decide which phone suited my needs and walked me through the new system to transfer data from phone to phone, she was patient and friendly, she even got my husband an upgrade for less than $50, we will be back and we will ask for Denise.

Called about my billing and could never get to a costumer service person. Pressed the correct number and got no response. Very frustrated. I'll probably have to drive all the way to Danville since calling doesn't work. Angry.

Worst customer service by two of the managers that were on duty. If I had not called the 1-800 customer service number for help, I would still be waiting for both of them to “finish” taking care of a bill issue! I guess since I waited till the 31st day to exchange a wireless charger (that their salesperson sold me along with 3 otter boxes that wouldn’t work due to us using otter boxes on our phones) and it only had a 14 -30 day exchange policy… which they kept sending the front lineman to tell me instead of walking out to the store area and telling me themselves after I requested they come talk to me. Checked into the store at 6:19 (license scanned at store) and at 7pm closing time I called the 1-800 number who immediately took care of my issue by refunding the 40 dollars as a credit to my bill and I purchased the new wall plug I was requesting as an exchange. They also sent the nice front lineman to tell me that I didn’t pay for this particular charger because of a buy 2 get 1 special on accessories(that was still going on) I really did not understand what that was even brought up for any other reason then to be right instead of taking care of a customer. I really tried my best not to get upset with the messenger of all this because of the lack of respect that these two managers had for me or their own associate.
So here is the reason it took me 31 days to try to make the exchange… that day in the store when the purchases were made, I upgraded 2 lines to a 12 pro max and added a 5th line to my plan of an 11, bought 6 accessories and the bill was wrong when I received it. I called the 1-800 line which fixed it perfectly and even sold me on a bogo Apple Watch promo they had going on. Yes I ordered 2 Apple Watch 6’s and I even told the customer service that I may be able to use the wireless charger with the watches…when they came in on a Tuesday , I saw that the watches came with a charger cord… me living in another county from which the store is in and even working 1 hour further away Monday-Friday , my first opportunity was to exchange the Saturday that I went into the store. What more would you want from me to be able to take card of my issue and give me a tad bit of your time to work through this with me?! Well Nick and Sasha made the choice to unavail themselves to me for over 40 mins and unconvinced me and their own associate to stay past store closing time over a 40 dollar item. Not good AT&T, not good at all. Do better Nick, Do Better Sasha, you do not even qualify for a participation trophy.

Micalah at your Danville AT&T store is a first-rate professional in customer service. I've been an AT&T customer for years and am loyal to the brand. But the cell phone I purchased this week was faulty. Micalah and her manager did everything possible to resolve ALL problems related to this. She is considerate, patient, thorough, an excellent communicator with people such as I who don't know the language of phone technology. Micalah personifies what AT&T promises. I thank God for her.