I had a problem I wasn't sure about, and called a store I was used to dealing with hoping I could get the right answer. After talking with the manager for a bit I found out the correct information and was quite happy she took the time to help me when I called about it. Customer service like this shows me that people care enough to help customers when needed and it's worth trying to get the right help when you aren't sure about the results from another store. read more

Terrible customer service. Had to wait an hour for an online order that was supposed to be pickup and go. Employees kept disappearing and telling you to just sign in and wait. One girl told me she would ask her manager if someone could bring my order from the back and then just sat down. 0/10. Do not go here. read more

I appreciated Nik's ability to quickly look up and fix the issue I was having with my phone. While his first attempt was unsuccessful, Nik quickly went to another option and fixed the issue I was having. read more

Do yourself a favor and AVOID AT&T at all costs. The employees at this store will sell you something in 20 seconds but the MINUTE you have an issue or need help they are nowhere to be found - despite giving you a business card to reach them if you have trouble. The store manager, Collin, even said they are just "sales" and for help you have to call the hotline. I switched from Spectrum 500 to AT&T fiber ONE month ago and my internet has already gone out twice. read more

Worst customer service ever. Troy was nice but didn't really know what he was doing. Mixed up which name went with which cell phone and couldn't get them working. Spent hours there and multiple trips. Days later (since things couldn't get completed the first time), Monee reneged on what Troy promised and then was extremely rude. Wouldn't answer questions and just yelled over the top of you. Troy disappeared never to be found again. The manager was no where to be found ...ever. Another employee was also extremely rude and literally got in another customers face and insulted them. It was so bad. Their answer to not dealing with their own inability to do their job properly is to yell at you and kick you out. I have to say, if this is what AT&T has to offer .... I don't want it. I would rather pay another company not to deal with people like that. Oh yep, that's what I'm going to do : ) I will say the people I had to call to sort this mess out and cancel my line & phone, that I never actually got, were super nice. read more

AT&T is a ripe off. This store was horrible to get charges off after I canceled service months prior. AT&T still tried charge me over $200 and say I didn't return equipment when in fact I had confirmation I did so. It's clear no one cares about their jobs here. read more

I had just switched carriers to Verizon the day before only to find out that Verizon had a dead zone in my gym! I log my workouts on an app that I had to have access to. I went to this store and Olivia did a fantastic job helping me transfer my services over, plus I paid about $20 less a month for the same service Verizon was charging me. Will recommend to family and friends. Thank you Olivia for making the transition smooth for me!! read more

Left message here to contact "a member of management" of this store.Why? Is there not a store manager? If there is more than one, why is it ran like this? I doubt they can fix the past and I'm sure by reviews that I've seen, nothing will change and I don't see how rehashing this experience over again will do me any good. Besides, I really don't feel like being talked down to again or what they could do to make this right. Apologies and "I'm dealing with staff about this." Won't do anything to correct the superior attitude and the fact that employees openly lied to us. I may call just to see and then update. I don't see why, but maybe. Update: called and asked for a member of management and was left on hold for awhile then hung up on....Not very concerned about my experience after all it seems. read more

I've been here a few times now and have never had a problem. If you're just walking in you should expect to wait because it's a busy store and who knows how long each individual person is going to take. BUT, did you know that you can make an appointment ahead of time? It's so simple. Pick an available time, show up then, and bypass everyone standing in line. Download the MyAT&T app to make this super easy. Depending on what you need, your visit could take 5 minutes or it could take an hour. The reps who have assisted me have been extremely knowledgable, patient, and took care of me as quickly as possible. No complaints from me! Most recently, a gentleman named Wesley assisted me and he was stellar. Really friendly, funny, and skilled at explaining all this crazy phone plan/upgrades/Next plan/backing-up stuff that I'm not exactly well versed in. I didn't have an appointment and was #8 on the list when I showed up, but Wesley was available to come and help me within about 20 minutes. Not bad at all. About an hour or so later, I walked out with a brand new and shiny iPhone 6 complete with screen protectors and a case, totally updated with all of my contacts, and some much needed clarity on my plan, contract, and bill. Woohoo! This store is cozy and has plenty of seating if you have to wait awhile. Tons of gadgets to look at as well, of course. If I ever have any kind of issue in the future with my phone, I know I can make an appointment here and be well taken care of. read more

I went to the AT&T store on Melbourne Drive approximately a month ago and was kicked out as I was leaving by the female manager LOL they had no idea how to solve my simple issue and things got out of hand from there. If they want to kick me out, fine! We have a contract worth $1100 and the last time I checked, Judge Judy: if a representative of the company has a client physically removed and has ordered them not to return then all contracts are canceled Null and void! and I'll just hang onto this iPhone X and Iwatch ver3 :) All they have to do is pull out a Sim from one phone, stick it in my other phone and then transfer a phone number to it, that's all... and they say that that's impossible. We can send robot probes outside our solar system but we can't move the simcard from one phone to another and change the phone number lol idiots!! read more

My husband and I had several issues with our new iphone 14 pro max service that was linked to our buying our phones through a local store nearby rather than at the AT&T store itself. We had not planned on purchasing phones that 12/29/22 evening but heard from that store representative that that evening was the last opportunity to receive AT&T's special on new iPhone 14 Pro Max. We did it and learned a valuable lesson ... never again! When we visited the Hurst AT&T store on 1/16/23 to work on the issues we had, we were met at the door by a sharp, smiling, and eager to help young man, Bryon!! Our experience from that moment on remained the same. He was able to defuse our angst and worries and worked diligently to work through every detail until we were satisfied that all had been done that could. He was a such delight! He is an excellent employee and customer satisfaction oriented and should be considered for promotion and/or managemThis store will remain our go to location from now on!!! Thank you Bryon and Hurst AT&T!! read more

Worst customer service what's the point of getting inline and waiting if they just jump over you and skip you wtf!

Very disappointed - I purchased a new phone from this AT&T store. I was offered a buy one get one free with my fiancé and it's been almost a year later and now they're saying that I don't qualify and I have to pay full price for the "free promo" phone. Be warned! Plz share this post and tag the store , thnx ! I'm gonna post this every day here and on Yelp too. I work for the Star-Telegram newspaper too, so that's next - wish me luck! Day 4 read more

Shout out to KEVIN for all his help at this specific location! Great guy! The employees always make the extra effort to help you in any way they can. read more

Really helpful and I love their system here...you are immediately greeted by the door and directed to the right place. They put your name down if you have to wait for service. Bojan is my go to guy!!! I had to order my iphone 5 because I didnt pre-ordered it. Can't wait to get my iphone 5 in!!! upgrade from a 4! read more

Went into the store on Friday night at 7:15 to do multiple upgrades and worked with Byron. He was absolutely phenomenal and so very patient because it became somewhat of a difficult confusing transaction. Just wanted to let you know how amazing the employees are at your store but especially just wanted to say a big thank you to Byron for being patient with myself and my daughter because we knew he was ready to go home but never complained, and he was so patient with helping us. read more

Well I'm setting aside my overall feelings about art to write the review of the store because the nice store front folks shouldnt be blamed for tech or customer service on other parts of the company. I was sad to see the att store that I've used for years for my last two upgrades just been shut down & it looks like most of the staff got moved here or other att store locations. Here is the nicer big store, at least bigger than what I was used to at the other location, so more room for more customers to be helped. I was greeted at the door by the person who went thru the whole process of upgrading my phone with now that my 4 is a dead paperweight. Every employee is using a tablet of somesort vs just computers like when I had gotten my 4. The person helping was very informative he let me know all of my costs upfront, and was quick to help me find the right fit for what i wanted. I did get a little up sold to a newer model of what I was looking at but that was based on our conversation that I didn't want to get aged out & fell forced to upgrade before I even pay off the already 3 year old phone. The one negative, but in some cases a posture, they want to make sure you leave the store with everything you need ... But that means trying to sell you on cases, protection plans, etc on top of the prices your told up front. So just taxes can turn into a 30-50 case & 8 protection plan on top of the 25+ I wasn't 100% expecting when I walked in. Anyway a good experience, go in having done some homework, so if you know you can get a deal on an otter box elsewhere be prepped! read more

All i have to say is this is BS !! 2 1/2 hr wait only 4 workers 20 customers . Need more help read more

Without a doubt the most messed up organization I have every dealt with. Cancelled my service on the 9th of November, but get charged for the next month even though I have an email stating I had returned the equipment. Price increases, poor quality, slow internet for the price. Why use direct tv/at&t. Had to give you one state because the zero deserved was not an option. read more

I have to say most of the staff is extremely helpful and very pleasant. But last week there was a muscle-y guy checking people in at the front that was SO rude. I work in customer service myself so I always try to be extremely nice to others in the same position. But he left such a horrible taste in my mouth. Maybe he should lay off the steroids and not be in customer service. read more

This location sold me a defective screen protector and would not replace it when it popped off the day after I purchased it. I even had the salesman install the protector in case something like this happened. The assistant manager at this location refused to replace it and advised me to send it to the manufacturer. I reminded him that I have been a customer for over 11 years and would be willing to cancel all of my services. He then pointed me to the sales representative and asked him to help me cancel everything and walked off. All over a $38 screen protector. WOW! read more

I've been with AT&T for many years. I always like the service and the quality. I buy the phones out of pocket and say off contract so that my bill stays reasonable. I'm normally called to be taken care of pretty quickly, but during peak hours take a while. I never buy things here though like accessories, they were marked way too high in price. The workers are always very knowledgeable and pretty quick though, I like the fact I get in and out with my problem resolved most of the time very quickly. read more

They really need some sort of "express lane", or some system for when people have a return (with a receipt), and already waited 45 minutes to buy the thing they are returning. It doesn't make sense to have to wait again, behind people who are doing much more time-intensive things, when one could get their business done and get out of the way. I guess it might discourage some from returning items... read more

Would not recommend ATT Home Security. Company does not support any issues or problems with equipment. Very poor customer and technical support. Always dealing with rep. from outside of country that is poorly trained. When you have issues it takes a week for a rep. to be scheduled to come to resident to repair. read more

This store has the worst customer service ever I bought a mophie for my husband for Christmas at the AT&T store in North east mall. Purchase it at the end of November they had to drop ship it to me that took two weeks when I got it I wrapped it and put it under the tree. When he opened it it was the wrong item took it back today to get an exchange they would not exchange or give me store credit they said I was outside of the 14 day return policy. I told them that 14 day return policy should be if it is the customers fault but this was clearly their fault they ordered the wrong one I even had the phone with me because my husband and I have the same phone so they knew exactly what kind of mophie I needed. Instead of an Iphone7 they sent me an IPhone7+ . I think this is herrendous Customer service and I will never go back to AT&T will not have any of their products in my house. I will probably just throw this mophie Away because I don't want any of my friends or family to have an AT&T product read more

BEWARE - FRAUDULENTLY ADDED SERVICES TO MY MONTHLY BILL WITHOUT MY CONSENT Went in to upgrade to the iPhone X after using unlocked phones for the last few years. I work in telecom so I know the game, so I told the kid who met me at the door that I had 10 min. before I had to be back to the office for a mtg, I wanted the darker iPhone X in 64GB with the 24 month plan, I didn't need any accessories, or him to program the phone or do anything other than hand me the box. I didn't need him to sell me anything. I just needed him to process my transaction. He came from the back room with the phone and an iPad and began to talk about a bundle deal they had. I cut him off and told him I don't need or want it, and I just want the phone. He finished up the transaction, handed me the seal phone box and I was out the door. I log into my ATT account today and see that I've been enrolled in an $11.99 monthly "AT&T Mobile Protection Pack" service (phone insurance basically) TOTALLY WITHOUT MY CONSENT. The topic of insurance or this product was never once mentioned, and I think the kid could have blatantly seen that I was not going to buy into his sales pitch for phone insurance. After speaking with Customer Service, they tried to say that this was "automatically" applied anytime you upgrade because it's good protection for your new device. I quickly told them that we both know that's incorrect --- my wife just upgraded her line and magically this fee didn't automatically get applied (odd I know...). It's easily removed, but I was absolutely appalled at this shady practice. I work in the wireless industry and I'm very familiar with the retail store practices. One of two things happened here - either he was pissed because I was short with him and didn't give him the opportunity to sell me anything so he spitefully added the charge, OR more likely, this is an unofficially official practice that is probably coached from many levels up in the sales channel to boost sales revenues. I'd be shocked if they weren't bonused on the number of insurance sales they do per month. Look - I know ATT wants their customers on this because if you break your phone and can't afford a replacement device, you still have to pay the monthly installments for the duration of the agreement. Getting your customers on a service like this helps limit the number of customers that run into this issue and try to skip their remaining balance. However, the intentional fraudulent addition of fees to a bill is something you would expect from a low-tier prepaid brand like Boost or MetroPCS. Seeing this at a corporate-owned ATT store was just sad. read more

My mom was mistreated and discriminated at today when she went to get her new phone looked at in this store. She asked for a Spanish speaking rep since she prefers to speak Spanish not only was she made to wait a really long time for someone but she was told by that person that she (the rep) did not understand her which turned out to be a lie because later she spoke perfect Spanish to her. I am very disappointed with ATT and their staff. My mom and my family and I have been in the United States for 30 years and we are tax-paying, law-abiding United States citizens. Why are we being treated as a second rate citizen because we are Hispanic? Just because my mom prefers to speak in her mother tongue and understands it better why is she discriminated against? I am changing over to t-mobile immediately. I can't believe this stuff is happening in our country! This is a customer! Actually, it's our whole family who they've lost as customers! shame on your ATT!! read more