Our sales person was Jonathan. If you want the best customer service sales person at the Cool Springs store in Franklin, TN ask for Jonathan.Jonathan was very helpful and knowledgeable. He knows his stuff plus he knows how to treat his customer. We bought 2 iPhones and some accessories. Jonathan was the essence of perfect customer service. Thanks Jonathan for all your help and patience.Robert Baker

Took over 10 minutes to be acknowledged to have walked in the store. I was finally seated, waiting to be helped. Taller, male employee with neck length stringy blonde hair walked around me to help someone else who had just walked through the door after I had been sitting waiting. I asked if he could help me as I had been waiting and he said, “he wasn’t available” while just standing there, slouching, looking out the door. Very rude, unprofessional, and does not have a customer service environment.

Our sales rep, Tim, did an excellent job helping us with our iPhone upgrades. He was very knowledgeable and patient throughout the entire process.

Tim was extremely helpful even though I got there right when they were closing… he didn’t rush and really took time to understand my needs and instead of just giving me what I thought I needed to buy, he suggested a solution that was much more cost effective and not just that, but it exceeded my expectations. I highly recommend this location and Tim’s expertise in particular.

HORRIBLE SERVICE. Purchased a phone and went to them like usual to get it setup and activated. And they sent me elsewhere because they weren’t making any money off of my transaction or either didn’t want to deal with me. Would not recommend shopping at this location. Sent me to Best Buy, luckily someone there was willing and able to assist me.

Had a great experience with Tim! He was really patient and helpful. Was able to get a new plan and phones without any issues!

ATT store Cool springs. It wasn’t a good experience. They had very few Iphones in stock for purchase. They said the only ones they had in stock were the most expensive ones. I needed a phone so I had to fall for that line and buy the most expensive phone. I by far couldn’t afford but needed a phone. It’s a phone store. How do you not have anything g for me to choose from. Its a lot of money to spend without any choices. Sorry to report on this store, The service a little lazy Over all.

I have been here twice with my mother. Tim helped us the first time and Kenny the second. Whatever the recruiting and hiring process is, keep doing it! They were both patient, helpful, kind and knowledgeable.

My husband and I needed information on upgrading a phone. We had been misinformed at 2 different stores about how we wanted to purchase our phone. Kenny explained everything perfectly and provide new information that improved our current plan. I could not have been more pleased with our service. I am very thankful for the Kennys exceptional knowledge and willingness to take the time to discuss options.

Visited the Mallory Lane store today in Cool Springs. Tim Cable greeted me at the door and was immediately available with personable, above and beyond, customer service. I will definitely be making this store my home base AT&T store. Thank you Tim for the awesome experience.

Tim Cable did great helping us set up a line and had amazing customer service. Me and my sister left very happy.

Today I came to A T &T and had a wonderful experience. I met Leslie Grundy and I was so impressed with her, her knowledge and her outstanding personality. Everyone who shops at the store should have the experience I had today. Thank you Leslie Grundy for all your help!!! Remember, Roll Tide!!!!

I upgraded to three iPhone 12s at my local Mt. Juliet AT&T store, unfortunately one of them ended up being defective after only a day. Mt. Juliet was out of the particular phone but pointed me to Cool Spring (this store) who had some in stock. They resolved my issue and got me set up with a new phone. Hannah was outstanding, very courteous and professional. She was a joy to work with. Thank you Hannah!

Had a return that I was dreading, Jonathan was amazingly patient and helpful! Will definitely ask to work with him again when I’m ready to add new lines. His manager, John, was great too! I usually hate my time in phone stores but they made it a pleasant experience.

Tim Cable at Cool Springs did a fantastic job!!!Extremely patient, explained everything well and even lowered our bill while increasing our services!! If you need any help Tim is your guy!!

Great experience activating a new line on our family plan. Tim C. was thoughtful and engaging. Thanks!

Nathan is a very nice guy! He was very patient and helpful with our queries. We are very thankful indeed! 😊

Nathan met with us today and he was absolutely one of the best persons that I have ever worked with. The experience was amazing . You have one valuable asset in Nathan .Cannot say enough about Nathan. great person respectfully,Jay Crawford

Great customer service, virtually no wait time to get help, and every question I had was answered on the spot. Charlie, the rep who assisted me, was personable and had my damaged phone ready for pick up within an hour. 10/10!

Great customer service!Easy to get a repair and an upgrade, thanks a lot Tim Cable!!

The staff was nice and helpful. I was able to get done what I needed at this particular AT&T location unlike two other locations I went to and did not have to wait to get served.

Natalie and Jonathan were amazing helping our family of 6 navigate new phones and watches after our house fire! Thank you AT&T team for being so awesome!

Tom did an awesome job. Knowledgeable helpful accurate info - he for us to the finish line

EXCEPTIONAL CUSTOMER SERVICE!! Kayla is amazing and made the transfer of my phones and purchase so informational and easy! She took extra time to make sure I understood and even helped me get a discount. I can’t recommend this location and Kayla enough!

Tim Cable helped us tremendously. He was a great wealth of knowledge.

Doak did a great job getting us the service plan we needed. We are so thankful he researched until he found the right plan rather than telling us all they had was a much higher priced that we didn’t need. THANK YOU, Doak!!!

Natalie was totally amazing !! She patiently answered every question I had and was so informative! .With all of the new products I selected, Natalie explained how each worked .She is an asset to ATT and made todays experience a delightful one!!

Excellent customer service and minimal wait time. This location is very helpful and they are willing to make sure all your needs are met. I have been here twice and both visits were excellent. Thanks for the positive experience.

Would like to think Kenny for all his help with helping me get my phone and watch setup. Great asset to have working for AT&T.Also want to thank Jonathan he was amazing as far as getting my watch set up we were having trouble. Thanks so much amazing. They both work at the Franklin TN store.

Tim made our purchase very easy. He knows his stuff and has a great personality. Go see him!

The sales rep processed my order to upgrade to a new iPhone. Since it was a paperless & contactless exchange due to Covid, I didnt see the changes to my billing until I got an email. He had crammed phone insurance and the AT&T Next+ fee onto my plan without my approval.

The staff was quick to try and help us, this lower score of 3 starts is centered around the limitations of an AT&T store in general. Unless you want to just buy a new phone with a new number on a new plan, then expect to either spend at least 2 hours jumping through hoops or leaving without a phone (as we have done twice now). Is just getting more and more difficult to make any kind of changes to your cell plan.Again, the staff were very friendly but there was not a lot that they were allowed to carry out over the phone to finish a transaction (which seems odd because calling in to customer care wouldnt be a problem to verify account information). Just strange policies from AT&T that basically makes the customer work more and more, but thats everywhere these days.

AT&T is the all time worst phone company I have ever dealt with. They lied to me multiple times. After being lied to by the CSR over the phone, I was lied to by multiple in-store sales people. I was trying to get better service since my beloved T-Mobile started acting up, but now I regret doing anything. ATT has no clue how to handle customers and they expect them to do everything for themselves. After CSR lied and made us switch our service over, we were left with no activation in our phones - then two different retail guys told me I was going to be able to trade-in my T-Mobile phone for a brand new ATT iphone - NOPE. I called ATT and they told me I would still have to pay TMobile my phone cost of $700 and that they would only give me small increments of credit over time that would add up to $700- oh, but they would also give me $300 off on their iphone instead. Its the same frickin iphone- these phone companies are all crooks. I am going back to T-Mobile and hopefully working things out with them for now. For the future, I will try to Verizon and hope its better. DONT BUY FROM AT&T period. I am now using a Target prepaid phone until I get my iPhone is reactivated with TMobile- most pitiful situation EVER. These sales people have no souls. Good luck if you still buy with them.

That guy Ken is awesome. Been doing business with him for years. Hes a no bs cares about the customer kind of guy. Glad hes here.

Tim was very helpful today! Great experience all together! Thank you!

Matt did a great job helping me with ALL the crazy things I needed!

Tim Cable did a wonderful job providing excellent customer service!

Excellent customer service by Tyler at AT&T today in Franklin. Tyler is very professional and is extremely knowledgeable in all their products. Tyler is also an amazing trouble shooter. My phone has not been receiving very many calls since the bombing on Christmas Day. Tyler did everything possible to get my phone to work correctly. Tyler spent over two hours with me and even called att pro tech support to get everything to work correctly on my phone. Many thanks to Tyler and his boss John for all of their help and professionalism. You both have made me a raving fan! Keep up the amazing customer service! Thanks again. Jim J.

Tim Cable was amazing and got me all organized and ready to go!!!

Tim cable was awesome I had a huge order and he was so patient and helpful!!! Yay Tim!!😊

If you are in need of a phone or anything for that matter go to this store. I had the pleasure of working with Kenny and he was PHENOMENAL!!!! I had so much trouble trying to get my phone setup and he was very patient and soooo kind. Customer service at its finest. And we can’t forget about Johnathan 5 stars and he will get the job done. Great Great employees 🤗🤗🤗

I have been an AT&T customer for many years. I went into the store on Maury Lane in November 2020 to add my dad to my account. The representative at the store told me my bill would actually be lower because was eligible for a new plan.He did say the next month my bill might be higher because of charges to add the line and make the changes.My bill has been substantially higher since November when I added my fathers account.I did remove my fathers line from my account after he died in February and was told when I returned to the store to find out what happened that dropping that line caused a prorated charge.I understand changes being prorated, but I am very unhappy with representatives in the store making promises that are not true and not accepting any responsibility when they tell customers things that are not true. I didn’t drop my dad’s line until 3 months after I added him and my bill was about $50.00 a month more each month when I was told it would be about $25.00 less. (Accept for the first month which would be prorated)The two representatives at the store who helped me look at my account both said that you really have to call 611 for billing.I will never contact this store and strongly encourage you to get everything in writing any representative from this store promises you.

Jonathan provided us with the best service! He has great knowledge and was excellent and polite

Went in to AT&T and had the pleasure of working with Tim Cable. Helped me upgrade my phone and add my fiancé to my plan in little to no time. Really worked with me and finances! Definitely some of the most attentive customer service I have received at AT&T. These little things are what have kept me at AT&T.

Tim Cable was wonderful helping with all tech stuff, that I’m unfamiliar with so I won’t be frustrated!

My mother in law is technically terrible with phones. She went in and talked to the greatest employee ever. Tyler walked her through every single process on her new phone. Tyler set up her homepage so simple for her. I could not be more appreciative.

For the AT&T Store, Franklin TN, 3021 Mallory Lane, Jonathan, our AT&T representative was outstanding!! This is the AT&T store I will go to now on. We are residents of Alabama and TN. From now on we will always go to this store. Jonathan was Expert in his knowledge and support, he was most friendly and courteous. For AT&T company, Jonathan deserves and warrants any/all bonus and employee promotion. His leadership skills were outstanding in his handling of our new iPhone 11 purchase. He took the one on one time we most appreciated. As a Electrical Engineer, Jonathan is the Representative to work with for all your Small Business Communication and Personal Communication Wireless Plan and Device Needs. This communication was unsolicited.

Kayla is one of the best service representatives I have ever had the pleasure of working with. From the moment she began the process of activating my new phone and unlocking my old one, she was incredibly kind, informative, and helpful. She let us know of all the deals that were available in the store, allowing me to get 2 phone cases and receive a tempered glass for free. She also checked in on our internet/phone bundle and reassured us that we were saving money in all the right places. Whenever my mother or I had any question, she immediately knew the answer and explained it to us in very practical ways - this was the most information wed ever received about our bills, devices, and service, a complete breakdown of all the details. She is the epitome of a valuable employee and deserves any and all credit and praise - give her a raise! We will definitely come back and ask for her specifically whenever a need arises.

Good customer service in At&t store. Ashley (manager) and the other employee they were very nice to us.

We came at the perfect time and the gentleman that serviced did an amazing and thorough job.

Johnathan provided amazing service when I needed to return my purchase. Thanks for always putting the customer first.

The AT&T store in Brentwood, TN added extra lines on my account without approval. They obviously were out to make a dollar rather than finding the right solutions for my needs. We then headed to the corporate AT&T store in the Cool Springs area and we were greatly helped by Big Timmy “Tyler”. He was able to remove the extra lines and even helped us saved money in the long run. I am very satisfied with the service I received at the Cool Springs store and will not go to any other again.

Jonathan was fantastic. Been having a lot of issues with my bill and have been on the phone with the company man times. He took care of it all in 30 minutes.

Soak and Matt were wonderful. They were able to fix the mess that I made. I lost all of my contacts in my android. I would give these men the best rating that they can get, Aplus or 100%. I love my AT& T people and store. I will stay a customer for life! Janie Anderson

Doak helped us out today and was absolutely fantastic. Helped us with everything we needed and did it quickly!

I had an amazing experience at AT& T in Cool Springs. Hannah was so amazing took time to explain everything I wanted to know. This will be the only store I will go to for all my wireless needs and future other needs. Entire staff was professional quick and knowledgeable. Amazing crew.

This is a strange review to write because my overall experience with AT&T TV has been poor. However, Grant Henderson in this store today was professional and diligent in helping me. He stuck with me through the AT&T bureaucracy via endless phone calls and transfers. He could have blown off a frustrated customer, but he did not. For that, I am grateful. Thank you, Grant, for stepping up and “owning” a customer’s problem rather than passing the buck. I will be back to buy from him in the future. Thanks.

Our customer service representative Matt was excellent! He assisted us with switching over from Verizon. He was very friendly and had an awesome sense of humor. None of our questions went unanswered. Thank you Matt!

Natalie—-extremely efficient and very pleasant great service

I didnt really talk to anyone the person I was with was looking for information about is bill. The store was busy and crowned. But the staff seemed like they knew what they were talking about

Leslie Grundy was phenomenal she took her time and was very patient.

Great quick, friendly and knowledgeable interaction with Doak! He helped me trade in my old phone and surprised me with $350 credit for my trade. Thanks for the saving and cannot wait to come back to this store!

Super friendly and fast service! Highly recommend this location! Did an amazing job making sure I was happy with my product!

Tim Cable went above and beyond to help me make the adjustments to my account and repair the damages device! Top notch sales and service.

Fast service, very thorough and helpful

Tim was wonderful! Fast costumer service, very nice people.

After seeking help from other stores in Franklin, TN, and corporate technical support, Frank Melton took care of our concerns. He was knowledgeable, skillful, and very personable. He should be commended for his efforts and AT&T should feel fortunate to have a young man of his caliber working with them. Thanks so much. William L. Dawson

Miss Kayla Gowder @ AT&T on Mallory Lane in Franklin, TN made our phone upgrading experience the BEST ever! Kayla conducted herself with such character in exuding knowledge and expertise that helped us make the decisions we made while there. Feeling completely satisfied with our apple phones, Kayla was instrumental in helping us navigate it all every step of the way. What a lasting impression she left on both my husband and me.

Jonathon at the Cool Springs ATT store went above and beyond to help us return a phone we had ordered online that was received with a manufacturer defect. He personally called ATT customer service and advised of the issue, and arranged for a replacement to be sent to us direct. He even printed the return label and taped the box, so it was ready to mail. Superior customer service like this has kept us loyal customers for the past 10 years, and will keep us with ATT for years to come. Thank you, Jonathon!

Natalie was a joy to work with. Best AT&T customer service I’ve experienced at an AT&T store.

Could not have asked for a better experience! Jonathan was so helpful getting everything set up and transferred over for me.

Nathan helped and served me exceptionally well! Skilled, courteous, excellent communication skills, a great rep for the store and company!

Kenny was very helpful & guided us through our needs very simply.

Doak is awesome! Super helpful and great at explaining everything to us.

Jonathan and Martyn were awesome in getting all my problems fixed, new services added, and saving me so much money as well! Jonathan spent two hours taking care of me! An overall awesome experience!

I would like to thank Kayla for the help she provided me in transferring my Mother-In Law’s phone from Verizon to an AT&T phone. She even talked to her in the process, which I would like to say was very challenging!!! Kayla made it a very positive experience. She even upgraded me to an iPhone 12 mini.I can’t express how much I appreciated Kayla’s help!!!

Great service! Frank explained every thing very well. Understood my needs and hesitancy. Walked me through the process with patience and professionalism. Asked if I had questions along the way. It was textbook customer service. It could have been filmed it went so well. I left the store feeling much better than when I entered. That has not always been the case... but Frank did a great job!

Tim (The Cable Guy) was a pleasure to work with when we signed up for AT&T TV. Great job Tim!

Kenny at the store Cool Springs took phenomenal care of my family. Went the extra mile take care of transferring from another carrier.He stepped outside and assisted with the process. My wife is not very mobile due to an injury. Kenny came outside and walked us through the process. Absolute rock star performance!! He did what was needed to make it happen.

The ATT CoolSprings store is amazing! Tim, Jonathan, Nathan, and Hannah are amazing service professionals who make your worst nightmare with a phone feel like a spa day!

Jonathan helped me with setting up an Esim on my phone Saturday and stayed late to help me find a solution. I went to Xfinity and paid off my iPhone. Came back today and I am working with Kayla. Her words, “you’re gonna love this and I am going to show you exactly how it’s going to work!” Amazing! Y’all are ROCKSTARS!

My son and I went to the store to upgrade his phone. We were met by an employee after 10 minutes and she put us at a table saying someone would be with us. There were no other customers in the store. We watched all the employees argue who would wait on us for 10 minutes. A guy came over sat down did not introduce himself and started asking questions. He didn’t seem to know how to work his way IPad and kept playing with it. A nice resin who seemed to be the manager came over and the argue about waiting on a different customer. Finally after getting the cost on the new phone and the trade in on the old phone. The guy, sorry to call him this bit once again he didn’t give his name, went to the back room came out a bit later and told us the had none of the iPhone we wanted. He then proceeded to try to up sell us to the much more expensive iPhone. Ugh this process took about 45 minutes. We left and went to Best Buy. Got the phone we wanted. Got a better trade in. Got out of the Best Buy in 40 minute new phone in hand. I wish I could rate the this ATT store with negative stars. Definitely not the experience I ever had at any other ATT store. YOU NEED TO DO BETTER CUSTOMER SERVICE!!!!!

Nathan was amazing today and before when we were in your store. He is very knowledgeable and extremely helpful.

I was pleased with the service.BUT I had trouble hearing because of the masks. But you liberal morons think they are cute

Customer service representative Matt is an excellent example of great customer service. He was knowledgeable, professional, courteous and most of all patient. AT&T he should make you proud. My appreciation Matt for going beyond expectations.

Tim was the best! He’s so helpful and informative. Highly recommend this location.

Getting a new phone is an arduous process but Mirette was so great and so patient. I walked out happy and confident that my new phone was properly set up and the old one was safely recycled. She even found a discount for me. 😊

My music did not transfer to the new phone. The employees were unwilling to research and assist with the issue.

Best service I’ve ever had in the cell phone, internet, or cable industry!!! All the staff weren’t just helpful and knowledgeable, they’re also a blast!! DOAK helped my teen daughter and me so much!!

Jonathan and the staff at the AT&T store in Franklin,Tn are absolutely wonderful .Jonathan took the time to transfer everything from my old IPhone to my new IPhone 12, which I love . I would highly recommend this store !

DO NOT GET YOU PHONE FROM HERE. My girlfriend just went to get a new phone because sprint closed her account out of the blue even though she was alway on time for her payments. Anyways, she was assisted by a fellow by the name of KENNY. While she was at AT&T getting her new phone she called me and I heard him in the background tell her that all she would have to pay that day was $100. So she went through everything she had to do to set up her new phone and new plan. Once we both got home she looked at her bank statement and AT&T had taken $247 dollars out of her account so she called the customer service line, and they told her that her down payment was actually $150 with $97 in taxes.In other words, worst customer service we have ever experienced. Dont you hate liars that take advantage of people. Really classy AT&T....... Real freaking classy.

Tim excellent costumer services

Natalie was awesome! Very sweet & courteous!!

Buyer Beware!After hearing about AT&T TV and their 14 day return policy we decided to give it a try. After realizing we did not like the 2 year commitment (rates skyrocket after 1 year!) we decided to return it after 10 days. The office claimed its 14 days from when you order service, not when you receive it!?!?!? Its tough to stream TV when you dont have internet! I called the store and spoke to Jonathon who put us on hold for 26 minutes! He said our rep Kayla would call us the next day to help us out. Guess what, Kayla never called-shocker! Be careful of the bait and switch tactics this place uses.

Great service. Very knowledgeable

We always come visit Kayla when we need something. She’s the best!

Best Service. Kayla always take caring of me

I presented to the 3021 Mallory Lane, Franklin, TN location on yesterday (Monday, March 1, 2021) to purchase a new Apple watch. Upon entry I was met by sales rep, Nathan Harris. I told him what brought me in when he asked was to purchase a new Apple watch. I asked him about any possible specials on the apple watches and he replied only if you buy 2 then get $200 off or for first responders, nurses or doctors. I told him that includes me because I am a licensed medical professional. He engages in a complete Q&A session asking me exactly what I did and how long had I been doing it? When I answered, Nathan replies dang, man! Also, he asked more questions like Do I work nearby? I replied telling him a few answers to his questions. It started off good until this part of our greeting, he went to the back but upon going to the back he calls out for another person in the store to go with him, this guys name was John that I ended up speaking with later. After Nathan comes back out with the watch, he commences to completing the transaction and telling me that I can sign-in on my phone to go online to cancel the existing watch - ok, cool but that option didnt work so he has me sign into my online account on his tablet. Totally awkward, why would a sales representative in a corporate store need to use my phone to complete one of their job tasks or have me sign into their work tablet to access my account in the actual AT&T store. Also, Nathan asked me a few times did I have internet at home and then telling me, if I did have internet at home, I could set the watch up myself at home. Wow! Is all I can say.I ended up calling the cancellation department to cancel existing line. However, it gets really interesting - he didnt attempt to open up the box to assist me to setup the watch. I had to ask him to help me. Next, upon opening it the watch was completely dead and remained stuck on the Power Off screen for about 5 minutes and at this point, Ive become extremely frustrated and asked Nathan to switch it out and after repeating the same statement twice as he stood there trying to power it off and not responding to me. I asked him to cancel the transaction. Nathan tells me he has to charge me a $55 restocking fee and the watch was just opened and had been added to my account and not activated. Wow! I persistently asked to speak with a manager, he declined my request to do so at first and I requested again, ironically its the same guy, John that comes over to speak with me who had went in the back with him. I told John briefly what was going on; however, all his responses were based off what Nathan Harris had just told him. John did tell me in part of his response that theres nothing wrong with the watch and had not even touched it to troubleshoot to see if it really was working properly. Lastly, one of Johns remarks were that they do this everyday and they know all about how watches work. Wow, so this is how were talking to customers now?I HIGHLY RECOMMEND that you DO NOT go to this store unless you want to receive bad customer service fromNathan Harris and it be backed up by John, the manager.

Have had a wonderful experience with working out some hardware and billing issues with the help of Kayla Gowder. She spent a lot of time helping me and she is one reason that we are sticking with AT&T.

Professional service, very responsive and knowledgeable staff. Nice to have this option so we don’t need to go to Cool Springs or Nashvegas.