Riad was very busy when we went in and he was helping as many as he could at one time. The young man did a great job at multi tasking and helping everyone he could. Kudos to his patience and knowledge!

On 11-30-19 I went into the AT&T Store located at 7600 Kingston Pike, Knoxville, TN 37919. During this time, I spoke with a salesman named Jason, who assisted me in switching my phones over from Verizon to AT&T. There was a Black Friday deal going on where you could get $300 for trading in your phone worth at least $40, along with a $600 promotion for starting a new line with AT&T. This promotion has never been applied.I continued working with Jason (who now works at a new location) the original salesman until June 28th of 2020. I have text communications from him promising me this is a misunderstanding and that he will get with his manager to get this worked out. I never hear anything back from him after this date.At one point (Jason) he did advise I call the corporate AT&T number, and after months of back and forward communication with them, they come to the conclusion that they are not able to remedy any of the issues that I am facing that this belong solely on the store. I was the initiator of all of this contact, and despite multiple customer service reps telling me they would call me back with follow-up information on a set day (without me requesting they preform this callback) which they failed to do so, every time this was promised. I have been in contact with the trade-in department and no one there can explain to me what happened.I continue communicating back with the AT&T store now under new management, the new manager has made it very clear they want to find a solution to this, she called me back and kept me updated on every step they have taken to get this resolved. However, they are unable to confirm of any promotion that was going on at this time. I was informed that the current district manager has filed for a promotion to be properly put in place, but I have not heard from this district manager despite my grievances with this interaction which some could argue looks like AT&T attempting to take advantage of their customers.I am beyond frustrated and regret switching from Verizon.Jason the salesman is great. He went above and beyond countless times to try to get this resolved for me, but despite his best efforts, no one has been able to find a solution for me so far.

Justin , AT&T Store was very happy to help me and my family upgrade to new products with AT&T.He went out of his way to share with us, all the new promotions and products that AT&T has to offer to me and all my family & friends.Thanks Justin, for providing me and my two sons with excellent customer service.Most of all, thanks for taking the time to show my family kindness and helpful information about AT&T.

This store has great customer service! I came in last week to try to get a Christmas gift for my granddaughter and I had a great experience. Bella and Haylee were the ones helping me and answered all my questions, because I did have a lot. They made it super easy and they even had buy two get one accessories! Definitely will be visiting this store again for anything I need! 10/10 service

Dont use AT&T unless you have no other choice and be super careful with them because AT&T will try to do sneaky things to get your money. Customer service is a terrible nightmare, so you practically have to take them to court when they are in the wrong.In November we bought two phones including AT&T service for a great price via Target. We found out at the AT&T store that we couldnt get the price that Target offered us. So, we told them that we dont want the phones or the service. I thought that they said that they cancelled the service right then. They said if we return the phones within the two week period, we shouldnt be charged anything. So, we returned the phones within the two week period. We had never ever even used the phones for 1 second.AT&T is still trying to charge us for service and the two phones! Weve called four times, sent a complained online on their website, and sent them a registered letter and they still try to bill us. Even though, the times we spoke with AT&T on the phone, they agreed with us that we owe no money, AT&T made the mistake, and that all charges would be reversed. We went to the AT&T store where we bought them, and they said that they would not help us and we had to deal directly with AT&T billing.But, we keep receiving bills for two phones we dont even own and service that weve never used. Januarys bill was $565!!! We told our bank to not allow AT&T to take any money out of our account, but AT&T snuk around us and took it directly out of my debit card without our permission. We called our banks dispute department and they said that they will request the money back from AT&T. Now, AT&T has sent us a letter that were late on our payments and that will effect our credit score.

Great customer service from Marcus! Awesome store

Great staff helped me reset my password so I can move my services to my new home :-)

Employers were freindly and knowledgeable about the programs and helped with my decision.

Went to purchase an iPad air 2020 after the previous order was canceled on the app. They took me such a long time to confirm my identity. I said to the salesperson that I wanted a 256gb when she asked. But she got it wrong and I didn’t know it because she even didn’t confirm my order when making a payment. Then I received the confirmation email after going out of there like 5 minutes realizing the order was wrong, I came back and meant to ask if she could change it. But her attitude was terrible, she said “Listen, you said 64gb, you didn’t say 256gb” (??) why I had to come back while being super busy if I said I wanted a 64gb one before? Instead of acting that rude she should’ve said something polite like she wasn’t be able to change or cancel the order and I could cancel it on the app or make a return after receiving it or something else as long as it was kind. The time I came was December 2nd around 6:00-7:00 pm. My whole big family is using AT&T services and we’ve been very satisfied but the experience today was really awful !!!

I had been to several AT&T stores wanting to switch mine and my wifes phone service from Verizon to AT&T, however I had a lot of questions and no one seemed to want to take the time with me to answer these. THIS store however was very impressive!!! Ashley and Andrew answered all of my questions with great professionalism and patience!!! They switched our phones over and made it an easy and even enjoyable process even joking with me along the way. I will definitely be telling all of my friends and family about my experience at West Town Mall! Kudos to you both Ashley and Andrew and thank you for a wonderful experience. I am now a customer for life!!!

My experience with the manager, Andrew, was outstanding! He was super patient with me and made sure I understood everything clearly. All of my questions were answered confidently and thoroughly. My career is also in customer service / retail sales, so I appreciate the high quality work and attentiveness that this team, especially Andrew, brings to the table. Keep up the great work!

Isabella was a great help giving me my military discount. I have tried for months to receive it and she did it in 5 minutes! Great customer service and definitely will be back for business. Very professional and courteous!

Luis & Andrew were amazing! Ive had the same original cell number from 1999 - a Philly number. Everyone important to me for the last 19 years has that number. I created a Google Voice number 6 years ago for my Knoxville based business. After a little trepidation I took the plunge. Luis & Andrew helped me port my Google Voice number to my AT&T account and ported my original Philly number to Google Voice. This way I never lose contact with any of the important folks from the last 19 years. I have only ever had AT&T as provider. Their service is tops. And folks like Luis & Andrew are primary reasons. I am truly grateful to them both. Thanks!

Jason was excellent! Came in looking for a case this evening and he was very knowledgeable and knew exactly what I was looking for. Five stars all day long!!

Came in to upgrade my iPhone, and Courtney was super helpful. Although I had over 3,000 photos to transfer, she was very patient along with great company for the time I had to wait. I recommend this location, and plan to return here for all of my wireless needs!!

Awesome staff at the store. Andrew and Luis were super cool and got my account issues resolved. Ill no longer shop at the corporate store and will return my business to these guys for sure.

Extremely unpleasant employee Courtney. I walked in trying to upgrade my phone and wanted to purchase more devices but I refuse to spend money when treated like a lesser human. If this is a sales driven job Courtney is doing a horrible job. I would recommend going to this store if you want to see miserable human being. Don’t tap on the glass as it makes the creature inside disgruntled.

Was told I could try a phone for up to 14 days if I did t like it I could exchange. Brought phone back after 4 days and they wont exchange. I was told I had to take it to a REAL ATT corporate store. Drove to the REAL ATT store and they wouldnt touch it. Said I had to take it back to this store. Called Customer service and was on hold for 26 minutes. I give up. ATT customer service has never gotten any better and probably ly never will. Horrible service!!!

Andrew, the manager, was very straight to the point. I came in with an issue and he made sure it was resolved and I left content. I was going to cancel my account but he got me squared away. I will return to this store in the future.

Andrew was extremely helpful and friendly! We are from out of town and very happy with his service! Highly recommend seeing Andrew @ West Town Mall, Knoxville TN

Glad to see the same manager there for more than a few months. Andrew is really helpful and he doesnt mess around. He really helped me save money and got me what I needed.

I went in this store irate about another location and Andrew, the Manager, helped resolve all my issues. He is very efficient is what he does and he does not play around. I ended up adding a watch to my account I intended on canceling. Will return to his store in the future.

Amazing experience! These people know their stuff, and the sales are incredible! I’ll be recommending this store to everyone!

Great staff. Very knowledgeable about there products. I would highly recommend this store. Andrew is great help.

Andrew the manager was beyond great. He went above and beyond and gave us superb service. I drive over 2 hours just to come to his store.My kid called him AquaMANager and just thinks he is the coolest guy. Definitely recommend this AT&T over some of the others Ive been to before.

The Manager Andrew Riner was great. Little intimidating but he got me squared away quickly and resolved my problems that the corporate store messed up. I will drive out of my way to his store just because they dont BS and get the job done.

The Manager Andrew was awesome. He got my account combined with my fiance and got us both upgraded. Store was packed and he multi-tasked and knocked everything out quickly.

I went into the store after Apple ticked me off trying to charge me an absurd amount of money to fix my phone. The manager that looks like Aquaman got me an upgrade for half of what Apple wanted and decreased my bill by $3 a month. The store was packed but he is a very good multitasker and got me in out of there quickly.

Switched to AT&T from a different provider - SO happy w.my new service! Andrew was awesome - def made the process easy and was so helpful.

Andrew was super helpful in setting me up with a new phone and being super patient while waiting for my iCloud to backup. 10/10 would recommend.

Andrew and his team helped me get my phone set up when I upgraded. They were able to help me get everything figured out when I wasn’t able to get my things transferred and now I love my new phone!

Go to any other at&t store pls would try to tackle you b4 u go in just to save ur sanity and ur money can not even figure out a phone is on auto pay go down to lenior city TN exit 81 off 75 they are very friendly unlike west town knowledgeable intelligent skillful a that good stuff spent 25 mins west town no clue 3 mins lenior city and all was great!

Andrew Riner was super awesome and helpful. He did everything he could to give us the best deal possible. I’ve dealt with the Crossville TN store and have only had bad experiences, so I’ll be traveling to Knoxville West Town location from now on to do my business!

This is a long story, but worth reading. If this review saves one person from making the mistake of going to AT&T it will be worth it. My husband and I switched to AT&T for the military discount. When they created our account there was a “glitch” and somehow they created 2 accounts. One account with my husband and another with myself and our children. Now keep in mind my husband and I had NO clue this had happened. A few days later AT&T notices their mistake and and joins both accounts. This leaves the account my husband was in alone out in limbo with a $35 balance. Keep in mind we have no clue any of this had happened, but AT&T does. Anyways, 4 months go by and my husband receives a call about this unknown account and balance. He was explains that there was never supposed to be 2 accounts, and the rep from AT&T says “don’t worry about that sir, the account now has no balance. We apologize.” A few days later my husband gets another call about the same account. He tries to explain to the rep that this had already been taken care of, but this rep is YELLING over my husband! She is telling him that she is going to send the bill to a third part collection agency. We are in the middle of buying a house and we can’t have that. So my husband gets frustrated and hangs up. I then try calling the 611 or whatever it is to call customer service myself and try with a different rep. Guess what?? That rep that my husband hung up on disconnected all of our services. Yes, unbelievable. So we head down to AT&T. We talked to the nicest guy, but this situation was far above his pay grade. The manager, Mark, came out and did his best to help us. He spent 3 hours on the phone but couldn’t fix the issue due to the disconnection being from the malicious rep collecting on the mysterious account. Mark, the manager, says to us “oh yeah, those reps will cut off your service if you make them angry.”. At the end of the 3 hours he says there is nothing he can do and he hopes he can have it resolved in a few days. Keep in mind folks I have teenagers and no cell phones, internet, or cable....Not to mention my husband missed out on work calls that totaled over a thousand dollars. I run a business as well and had customers and employees unable to contact me. The next day we go back and spend another 3 hours. Still not fixed. Finally they get the phones back on but the cable and internet still gives us issues going in and out. AT&T’s idea of making it right to us was a $50 credit on our bill. So let me get this straight. AT&T screws up and creates 2 accounts. Not my fault. Then merged them together without telling us. Then sends the account into collections. The account we didn’t create or ask for. Then they yell at us over a bill on an account we didn’t know existed and maliciously shut off our services. Leaving us with TEENAGERS and no cell phones, cable, or internet for 2 days and my husband missing out on over a thousand dollars worth of work....$50?? I spent 6 hours in their store trying to resolve a mess they created and they offer a $50 credit?? Wow. Congratulations AT&T. You suck.

Love coming into this store. Andrew and his team are always super helpful, and always help me out when i get new phones.

Wonderful service. Very polite to foreign customers (me and my friends.) Will come again. :)

Andrew was fantastic! He went above and beyond by helping me get proof of purchase for a phone I bought in another store. Thank you!

I previously had a bad experience with a former employee at this location so I was hesitant to come in. Andrew, the manager, made me completely forget about the whole incident and 110% went above and beyond to get me setup with everything I needed. I will continue to give him and his team my business and reccomend them to anyone and everyone.

Great staff, always super helpful with the things I need. Always have accessories In stock !

Andrew & Luis were incredibly awesome! I can honestly say it was the best customer service I’ve ever experienced at any AT&T store!

Awesome customer service, was in and out in a breeze, I would recommend them to everyone. Five stars all the way.

Mr Andrew. Always nice an helpful. Awesome. Manager always. Friendly always. Have. A hand too help

Ethan was a great help for my husband and I as we needed a new phone plan. Even with a few hiccups, he fixed the problems and gave us options for the right phone plan for us. Only had to wait a bit for him to become available to help, but after that it was all good.

Outstanding service from Justin and Luis! Very friendly and helpful.

Luis was awesome. Very helpful. I will Definitley come back to this location!

The manager Andrew was super cool. I had an iphone issue and apple wanted me to pay to fix it. Andrew found me a more cost effective solution and I left with a new phone and a lower monthly bill. Plus my wife thinks hes Khal Drogo so if we need anything shell make me go back there.

Andrew Riner was the most helpful worker I have ever been with!! He was so kind and veryKnowledgeable!

The worker was very professional and polite and the service is very good

Customer service was amazing, resolved my issue quickly and didn’t have to spend all day in there

ABSOLUTELY HORRIBLE. slow slow. Plan your day around coming here and do not have any other plans. Four sales associates for over 1 hour and they all were just standing around. How hard is it to just get a new phone from a phone store? The amount of time it took and the fact that I didnt get all my videos just some pictures transfered dissapointing.

Had a great experience today. Staff is knowledgeable and helpful

These guys are really good friendly they hook us up big time thank u from Shea piety and brandon

Great customer service, Luis was extremely helpful and understand and turned a very frustrating experience into a painlessly smooth experience. Would definitely recommend going to this location!

The guy named Luis was really helpful and also was there through the whole process

Andrew was GREAT! We just moved into this neighborhood and our Verizon service was terrible. Our neighbors all use AT&T so we looked up store reviews in Knoxville and headed to WestTown. We had no wait time for service! Andrew answered all questions and gave us good options for new iPhones, wi-fi, data, & accessories. Best service we’ve ever had from a phone or cell service company!

The manager Andrew was straight to the point and got everything handled quickly.

The guys at this store were amazing! Go see Justin!

I brought my kid into the store and the guy who looks like maui sang the song off moana for her

Quality service

What a great experience, this store has earned my business!!

This location is horrible in terms of customer service. Sat there for nearly 30 minutes while the employees joked and looked at their phones. When we asked if they were available to help, we were told, Yeah, just a second.That second turned into 15 more minutes. I give them 2-stars only because they did solve the problem, eventually.

Had a very pleasant experience here today.

Great service! Highly recommend!

Andrew was awesome. He fixed my phone that the other store messed up.

Went in to the store for bluetooth headset for my motorcycle and Andrew, the manager, saved me money on my bill and got me an upgrade. Ive been paying extra money for something I dont use and he showed me how to save money while still getting a new phone.

Great service from the staff! Thank you!

Great store and great staff!

Andrew is the best!!!!! What a great hire for your operations AT&T!!!! Very very helpful!!!!

Great experience!! Knowledge staff!!!

Very bad customer service.. Make waits for hours..

Came in to cancel and Luis updated my service and saved me over $60 a month. Will return next time I need something.

All the service reps there are smart attitude punks

Andrew was extremely helpful!

I always owe them some money

Nice Vareity

The guy from aquaman was there

This store is amazing!!!

Friendly, great service

Great Employee

They are the worst, they try to confuse you.

Awsome

Decent

Great

Awesome

Meh...

Great service!!!!!!!