AT&T Store Franklin Cool Springs

I went to this store to switch carriers and upgrade phones. I spent more than 3 hours here and because the representative didn't know what he was doing, I ended up spending another hour online trying to fix a mess. I was billed $692 for additional lines that I did not request. The order was supposed to be 1 new line and two transfer numbers to ATT. Then to make matters worse, the rep sold me two charging blocks that I didn't need and a $40 screen protector that I could have bought for $20 elsewhere. In addition, I was led to believe that ATT's phone trade-in promotion was better than it actually is. Bait and switch tactics and dishonest sales practices. This was the worst experience I've ever had at a cellular provider. I should have stayed with my other carrier. Troy J. created a terrible mess for me, but he was friendly while he was doing it.

Nitara provided great customer service on Saturday 7/2. She knew our issue needed to be on the phone with ATT customer service. She heard my issue and took charge with ATT customer service. ATT Customer Service was not helpful, while NITARA was. She understood my pain and knew ATT could have offered better customer service on their side of things. THANK YOU NITARA

very dishonest!
The representative said he was giving me a $700 trade in for my current phone. He ask me to take the old phone and the new phone home and transfer my contacts because he was busy. Sais to bring my old phone back and the $700 credit would be applied to my account. I took it back and was informed that that was not the case. The first manager wanted to fight, the second manager was very sarcastic and basically said to bad. This is the first complaint of many I will be filing about this store and the personnel.

The employees are fine. But the AT&T promo offers are bogus. They mislead and then when you question they say “wait for a few months for it to show on the statement”. Moving to another carrier as soon as possible

If I could give a negative 10 stars I would. This store always has a long waiting line even if you make an appointment. The person who helped me was horrible at customer service, she was rude ignorant and just didnt care. She didnt listen, address my needs or concerns or simply do her job. I had to return to the store 4 times just to be able to use my new phone, get it set up and have network availabilty so I could work = which I lost hours upon hours of work and income due to this person and this stores negligence as I use my phone to be able to perform my job. Also this person humiliated me in front of all the other customers in line. She has no tact or professionalism much less common sense. I am considering returning my new iPhone 13 Pro Max, cancelling ALL of my AT&T services and finding a provider who cares and is competent. I will never return to this store again and warn any one who thinks they will get help or decent customer service there that you are sadly going to waste time, money and be sorely disappointed. BTW the manager also could use some training on customer service and proper communication as well.