Edited: I just found another $12.00 per month of unauthorized charges these guys stuck us with without even mentioning they were including on our contract. They included a "Next up" program at $6.00 per month per phone (2). Next up allows one to upgrade their phone once they pay 1/2 of it off. They didn't tell us about it. We didn't ask for it. We don't want it. **************************************************************** This used to be such a great store but has really gone down hill. We're a long time AT&T customer. My wife and I have been with AT&T continuously since 1998. We've used this store for all our cell phone needs since we moved to this area in 2008 and, as stated above, they've always been great. Not anymore. I recently traded in my old Samsung Galaxy for a new Galaxy S24 Ultra 512GB phone and I love it. It is a fantastic phone. However, my experience with this store was beyond abysmal. First the salesperson who helped me with my new purchase sold me a $17.00 / mo. replacement plan without telling me. I ended up having to contact AT&T direct to get it removed from my contract. I didn't find out about his little under-handed sales tactic until I brought back my old phone as a trade-in (they allowed me to take my new phone home to transfer all my stuff to the new one & gave me 30 days to bring back the trade-in. I did appreciate that, but...). My wife was with me when I brought the trade-in back & we decided to upgrade her to a newer iphone since she was due an upgrade too. She selected the iphone 19 pro. We had a different salesperson & when he asked us if we'd like to purchase the replacement plan, the hairs on the back of my neck stood up. I realized at that very moment that all those text messages I had recently been receiving about all the perks in my protection plan meant that I had bought something I didn't ask for and was never told about. When we got home I logged in to my AT&T account to check my contract &, yep, there was a protection plan line item listed. I ended up having to call customer support & wait the obligatory 30 minutes to talk to someone but they were able to remove the protection plan. A few days later I returned to the store to drop off my wife's old phone (same deal - take it home transfer the stuff from the old phone to the new one - bring back the trade-in within 30 days). When I came in all the sales-staff were helping other customers. No greeting, not a "howdy, we'll be right with ya", nothing, nada. As I wandered the store waiting, the manager came in (I found out on one of the other times I was in the store that he was the manager, at least he was introduced to me as "the manager"). We'll refer to him as Baggybritches because he apparently likes to dress in the old-school "sagging" tradition, more than a bit unprofessional in my view but hey, to each his own - whatever. Baggybritches immediately went to the back without saying a word, dropped off his backpack, came back in & parked his over-sized hams on a stool in front of a computer and busied himself. I've been in the store 10 minutes or so now & still no one seems to have seen me wandering around. So, I go to the front & stand in front of Baggybritches with the trade-in in hand and stand there. I started to ask for help but decided to just wait and see if anyone wolud even acknowledge my presence. Fed-Ex shows up with a delivery, Baggybritches finally looks up from the computer and acknowledges Mr.Fedex. After dealing with Mr. Fedex and putting up the packages, Baggybritches approaches the salesguy who help me with my purchase (he was standing near me talking to another customer) & asks if anyone else in the store needed help. The salesguy mentioned that I was there to trade in a phone (I guess he did actually see me) & there that there was another lady needing help with her ipad. Baggybritches, walked over to the lady and helped her figure out whatever issues she had (she had arrived before me). Then and only then, he finally acknowledged my presence by asking me if I was there to bring in a trade-in. Finally, 25 minutes after I walked into the store - someone spoke to me. Final straw. Hello AT&T. I'm an online only customer from this point forward. read more

Great people. Updated 2 phones. Quick. The people made it a great experience. After the new phones came in, exchanging the old ones was just as easy. read more

RUDEST customer service I have ever encountered- I'm truly appalled. This female worker was incredibly difficult and did everything she could to avoid doing work to help us out. I called to order a phone to the this store because they don't have it in the store and I would prefer to have help setting it up. My family is traveling from out of state and CANNOT ship it to our house because we ARE NOT home. We needed a phone as soon as possible, and other AT&T stores said we could ship it to the store. We called this location because it's closest to us, and the sales representative on the phone essentially REFUSED to ship the phone to the store because it was an inconvenience for them??? As if that's not her job??? She told us to ship the phone to our house and we told her THAT IS NOT AN OPTION. WE ARE 7 HOURS AWAY FROM HOME FOR THE NEXT WEEK. She told us to just wait until we got home. She literally just was not doing her job. Coming from someone who also worked in the service industry and has never written a bad review- I was shocked with her attitude. Being that difficult and sassy should be reserved for pubescent teenagers, not a grown woman- do better AT&T HR. read more

Nancy was AMAZING! I just read reviews about her and was so excited I got her. She was extremely knowledgeable and very helpful. I wanted to reduce the cost of my plan I happen to have a pretty amazing plan. She talked me out of it as basically my price would actually go up trying to reduce device connections. Thanks again Nancy! I will be back for my upgrade . read more

It was time for a new phone and we went to the AT&T store. We couldn't have had a better experience than with Alex! Best customer server EVER! We also updated our TV service & lowered our bill too! read more

Nancy can't possibly be the only one to have any customer service skills in this location! Who i believe to be the manager wasn't not helpful! He actually seemed pretty hesitant to help folks especially women sadly!! It was weird! I'm not an employee but i actually had to help a few customers gets checked in since apparently he was too busy not doing much to get it together and help! I wish i could give the store a 5 for Nancy but that doesn't sit right with be just know Nancy deserves a 5 and y'all should probably reevaluate who your hiring for leadership positions! read more

If I could give 0 stars i would most definitely.got told by manny friends not to switch to AT&T because they are thief's. Dint even take one month for me to say ok,y'all was right.when I got AT&T they guy told me ooh sign up for this AARP and it would lower ur monthly bill then if u sign up for auto payment it will also lower it, one problem he asked for my card but never submitted so now my first month bills is late and it went from 70 to 152....AT&T YALL A BUNCH OF THIEFS read more

Every employee is just standing around and yet no one will check you out. If you need accessories just go to best buy down the street.

I will never be going to this location again. Scott did some really shady stuff on my account. He started making up a very odd explanation about why he couldn't activate a line (which we found out later he was lying about when we spoke to another ATT representative). The rep we spoke to said she didn't see anything reflecting what Scott said he did. Meaning he didn't even try activating the original line to begin with because it didn't show in the system, and the primary number (that we confirmed was the correct number) never received a message about it either. So he opened a new line just to get a commission out of it on our expense. Don't trust this guy nor this store with your service needs because they obviously don't care about the customer. read more

Scott is amazing. He helped us switch services to save money and we got wonderful new phones out of it. We ran into some issues with our first bill but he explained everything and handled it all very well. We just wanted to make sure you guys know how awesome he is! Ask for Scott, guys :) read more

Service was AWESOME! The staff is friendly and very helpful. I definitely recommend this location. Thank you for making my visit pleasant and easy. read more

This store probably cannot figure out a problem even if you told them what it was I told them I needed a Sim card but they wouldn't give it to me even though I've been paying the bill for years and years on this account and they lost the information that said I was an authorized user I could've even given them the password but no they wouldn't take that there are other carriers the side AT&T I'm going to have to move in that direction because I hate AT&T now In fact that reminds me I'm gonna cancel my AT&T U-verse read more

30 days of total hell. Purchased 7 lines / new phones. Was never even able to use them as my phone #'s were unable to be transferred to my new AT&T account. Over 40 hours spent on the phone with AT&T customer service, AT&T activation department, and AT&T escalation department. 5 trips to the store. The store level does not work with the Corprate support levels. All departments push you back and forth between one another with no resolutions. I had a call scheduled with the escalation department and the store management. Store manager missed the meeting and instead employee Hayat Muhammad met me in store and Immediately begin to argue with me. I explained that I was stuck in between with the store was telling me to do and what the escalation department that they had referred me to was telling me to do. When escalation called for the meeting Hayat refused to provide his name to the corporate escalation team, and raised his hands in the air, and stated that he was refusing to assist, and that myself and the escalation team could contact his manager. Upon refusing to provide his name, I took a picture of him to identify him to his manager to file a complaint at which point he told me that photos in there establishment were a violation of their policy and kicked me out of the store, threatening me with police involvement, if I did not leave. No follow up from the management team. No compensation offered through Customer Service or through the Escalation team. End result, I turned my seven lines back in to AT&T and stayed with my original providers as all department of AT&T We're unable to work together and resolve a customers issue that they stated upfront would not be a problem. The lack of support department communication and store level communication is beyond ridiculous. Save yourself from being tortured in hell! read more

Fuckin manager just looks at me and bounces! I've been to this store twice now so this review is accurate! Both times I have to wait an hour to even be seen! The people coming in are so ignorant to technology and AT&T is so cheap they'd rather just blow you off if they can't help ! Sad vicious cycle of dumbness! I'm just here to upgrade and more and more I'm thinking I should just switch carriers .. AT&T phone customer service is alright but the stores are overall under staffed and nobody really cares ! I mean what kind of manager just walks off .. Prolly talking to her boyfriend in the back ... Also... The head does not know what the ass is doing when it comes to this company... Talk to the 1-800 people and they tell ya one thing and then show up at store to follow up and they can't soo anything the other people said !! Fuuuuuckkkkkk this place and the guy named Sam !! Was a prick ! Treated me like a number ! read more

I want to personally thank the manager of this store (Malika), for handling a problem I had with a previous transaction. She took care of my issue with no hassle and her employee Kenny was super awesome and helpful! I appreciate the promptness of your response to my issue. read more

If I can give zero stars, I totally would. I went in with my boyfriend to upgrade his phone and this person we went up to said that they would get someone to help us ... So we waited.... And waited...... Next thing you know, this lady comes in about 15 mins later and gets help RIGHT AWAY! Then the guy that was helping her kept checking her out looking at her butt up and down a few times.... Like seriously? After that; this man came in and was helped right away also... It's pretty aggravating if we're waiting for almost 30mins and no one helps us.. There were only 4 people in the store and about 5-6 workers... These people lack customer service. read more

Usually have excellent service at this location but cannot say that was the experience today. We went here to get an upgrade for my mom's iPhone. Male employee met us at the door without introducing himself and said What do you need? I told him she wanted to get the iPhone XR at which point he tried to tell her the 11 would be better. I explained that she was only interested in the XR because she didn't want/need the dual camera that comes with the 11. I had to ask him what his name was and he said Hamma, but name badge read Muhammad. We ask if he's got the XR in white and he goes to the back and returns with the only 2 XRs in stock - red and black. We opt for the red instead. As we're getting started with the transaction, he asks if we've backed up her current phone to which I responded no but we can do it once I log into her iCloud, which unfortunately my somewhat elderly mother doesn't recall the password. At this point, Muhammad says that without the correct password and possibly having to reset it will take too long and he's too busy on a Saturday. I take a look around and there are 2 other customers and 3 other staff helping. Didn't look too busy in my opinion. I'm thinking maybe I misunderstood what he said so I asked him to repeat what he said. He says "This will take too long without correct password and we are very busy today " WTH?!? Seems as though Muhammad didn't want to do business with us as we didn't go with his recommendation of the iPhone 11 and we are only women who, in his mind, don't know what we're doing or shouldn't have a different opinion other than the one this entitled employee offered. Good grief AT&T!! Check previous employee references prior to hiring and save some of your customers return business . Needless to say we walked out and headed to Best Buy read more

The amount of inaccurate information from not only the front of store but up to the top executive levels is completely incompetent. The att combined billing with directv is beyond the greatest of consumer disasters as the two entities of theirs can not, do not, and will not do or say what they intend to do. They can break service terms but the consumer can not. You almost need an attorney when entering or when getting out. If you're hell bent on using att, make sure you have them organize what you're getting and why otherwise you'll be in a world of their disillusionment and stuck talking to mindless hacks in the Philippines that cannot solve or do anything for you, only aggravating things further. read more

Horrible horrible horrible!!! Just in case you didn't get that, it's horrible. I went in to buy a tablet cash and was told I would have to wait for 4 people who want to sign up for new service and buy new phones, before they would see me. WTF?!? I just want to buy a tablet cash and walk out. Why would I have to wait over an hour just to do that? It would take 2 minutes tops. On top of that, the woman was so rude to me and acted like she didn't even want to be there. I will never come back here again and will tell everyone I know to stay away. read more

If I could give a -10 stars would. Just deal with Jackie and a mngr named Malika at this location. Worst customer service I have ever had with AT&T. Was selling a iPhone to this college kid and wanted to give him peace of mind that the IMEI was clean, phone was unlocked and paid off. Jackie stated that I was not on the account to verify. This is my wife's account and have been on it for over 3 months. She spoke to my wife which cleared the issue. Jackie then stated she couldn't show any information on here screen about the phone. Untrue. She got Malika involved which was very unprofessional and rude. Rolled her eyes at me several time & rude face gestures. Finally got the info needed after 30 minutes of dealing with them. Been with AT&T for years and never a bad experience until today. Will not return to this location again. read more

I would give this place a negative star if it's possible. I went there on Sunday and they told me there was the short staff and the wait time is an hr. I asked how long is it going to take for me to turn in my old phone for the upgrade. The guy that greets me at the door said it's not long but they are short staff. Everyone else is busy with customers but this dude is just standing there doing nothing to help out. I came back today to turn in my phone. This middle eastern dude is a scams artist. The person who help me before with the upgrade, his name is Eric and he inspect my phone and told me the trade-in value is $1000. Well, today this dude asked me how much did Eric tell me. I told him $1000, he then proceed with the paperwork. When he gave me the receipt, it turn out he only give me $375 for the trade-in. I ask him again why is it only $375, I thought it's $1000. He said yeah it's $1000. I take his words for it but turns out this dude screwed me over. He seems shady as hell and has terrible customer service. Not sure how he still has a job there. I'm beyond upset because he screwed me over with my father's phone as well. Beware when coming into this store. read more

Awful. Just awful. The second our plan is done we're GONE. They kept telling us different monthly costs and then added in extra costs we weren't aware of until we came in and lost it. The manager was rude as hell, (Santina) she gave us no sympathy, just snarky and rude and I don't appreciate it one bit. We came in to figure out what was going on with our bill and I feel like every time she opened her mouth she was downright rude. Should have known better and will know better for the future. read more

Leaving a review for the amazing customer service I got here! If you have to go to AT&T, ask for Amy Dam! I came in with my family yesterday to try and upgrade two of the phones on our plan. We had had some trouble with AT&T recently and were actually going to end our contracts if this visit didn't go well... Maybe it was a stroke of luck that we ran into Amy. We didn't tell her that we were thinking of ending the contract but she happily resolved all of the issues we had and made our lives much easier. Such good service that we decided to stay with AT&T. Someone needs to give her a raise! read more

AT&T sucks... made an appointment. .. confirmed it... no one showed... called ..they "lost" it. Rescheduled for 8 days later with no apology... also stated since new appointment was done by phone would no longer qualify for the new account visa card... horrendous customer service. read more

Horrible customer service. I walked in and waited in line patiently. I guess someone came in before me but he was walking around looking at phone. The welcome guy, instead saying I will be right with you, he turned his back and asked the other customer what he can help him with. After he is done, I'm staying next to him and he never acknowledge me until I speak up. Then he told me they couldn't help me with my phone and he never looking at it or sign me in. He is the first person you will meet when you walk in. That store give me a bad impression and I will not return to that location. I called Att and they trouble shoot my phone and got it fix. First time a ATT store turn me away. read more

I went here to swap out my devices. The sale associates were super nice. However, the managers are all bitches and assholes. They walked around the store and asked people what do they need to do then they said: "Oh, I cannot do this. I am a manager. I don't do this". What do you mean by you are a manager and you don't do this? are you too good to do this?. Although I made our appointment and somebody else did not, they got to be seen first and the managers were just sitting there and ordering himself a tee shirt because there were only couples left in his size (he is fat by the way). There was another manager lady (also fat) she was yelling at her employees and being rude to me. When she talked to me, she gave me a huge attitude and made look like I was an idiot and didn't know what I was talking about. Sorry but I think I have a much higher education background then all of them in the store. Just a really really bad experience I have. Other stores are much better, I would never come back here and avoid it as much as possible if you can. Go to the one on Beltline in Addison much nicer ppl and they don't have a stick up their butts because they are "manager". Wish I can give a ZERO star. read more

WORST MANAGER EVER! Phillip was rude, condescending, and unhelpful. I have been with AT&T over ten years now and this was the first time I have ever had service this pathetic. I was told, "I know what I know!" and "That's just the way it is", and "you can cancel your service" !!! Really, that is your customer service? I'm sure corporate would love to know that you are so arrogant in your refusal to help people that you are suggesting they just leave the company! Seriously I will drive the extra twenty minutes to get to ANY other store before I will go back here. read more