I went out of my way to visit the AT&T Store - Mason Rd, and I'm genuinely glad I did. I initially stopped by the Katy Freeway location, but there were five people waiting, no visible attendant, and no sense of urgency. Rather than waste time, I drove about three miles to the Mason Road store--and that decision paid off immediately. There were two staff members present, and Cesar, the store manager, stepped in to help me right away. I'm a business account holder and came in ready to purchase the new iPhone 17 Pro Max, which--refreshingly--they actually had in stock. I was prepared for my phone to be out of service for a while, and Cesar was incredibly patient while I wrapped up calls and notified clients. At no point did I feel rushed or pressured. Cesar was efficient, knowledgeable, and clearly on top of my account details. The entire process was smooth and modern--AT&T's paperless setup made everything easy. I simply showed my ID, tapped my card, and Cesar handled the rest. He transferred my data and downloaded the necessary software as quickly as possible, minimizing downtime, which matters when you run a business. I also want to point out how spotless the store was. It honestly looked ready for a photo shoot. Even the desk we sat at felt genuinely clean--something I almost never notice in public spaces, but it stood out in the best way. During the wait, I asked Cesar about his accent and shared that he's from Cuba. I've traveled there myself, and when I mentioned the places I'd been, his face lit up. It was a small human moment, but it made the experience warm and comfortable instead of transactional. He also took the time to explain additional options--like adding a line and the associated discounts--but it was informative, not pushy. Exactly how upselling should be done. Cesar represents AT&T extremely well. Professional, fast, personable, and detail-oriented. Because of him, the Mason Road store is now my go-to location. His leadership shows--not just in how he treats customers, but in how the store itself is run. AT&T should be proud to have him. read more

This store thinks everyone is doing fraud and ran my credit with out my knowledge after they approve my application she says they denied it I don't think no one should come here there customer service is terrible read more

AT&T Store - DO NOT COME TO THIS STORE - Mobile Phones Near Me - Katy, Texas

Associates were pleasant and helpful. They helped me get my phone set up and everything is fine.

Best phone shop service my husband and I have ever experienced!! After experiencing an issue with a trade in we initiated online we went into the store for help. Kareem was so helpful and solved multiple issues for us! read more

Called wanting to confirm they had the IPhone 16 Pro Max and a Gold Apple Watch so that I could come in and upgrade my phone. I wanted both items at the same time. I was calling so I don't waste a trip and locate another store. They were the third store I called trying to find both devices but they refused to let me know if they had it in stock or not. They stated "they're not allowed to give that information" if you're not allowed to then the other stores shouldn't have been able to give that information as well but they let me know. Missed sale for your location. Employees should have better customer service. read more

I want to say I am beyond satisfied with my service went I went in the other day to have a complicated issue resolved. the employees were very fun spirited and I enjoyed sitting there laughing with them as my issue was being fixed by Sarah. Sarah went above and beyond & instead of brushing me off like all the other ATT help I had gotten previously she was patient and spent at least 40minutes resolving my issue. I am so thankful for her help! she is well knowledged in ATT & if you ever have issues I would recommend going to this location for your needs :) thank you all! read more

Horrible customer service. I went in today to pick up a SIM card and also needed help activating my iPad. I told the man (didn't get his name) what I needed, he looked at my account and starts telling me to change my plan, not a problem I can look at that later and decide if I want to change my plan but I DID NOT go in to At&T for that reason. So I guess because I didn't change my plan he got upset told me "you're a business woman, I would think you are smart enough to want to save money". Excuse me? First off I didn't go in for that. All I wanted was help and didn't receive it. I will never go in there again. read more

So the store associate Joseph sucks couldn't be more bothered to help , my advice look at name tags and find someone else read more

AT&T Store - Mobile Phones Near Me - Katy, Texas

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Aaron provided outstanding customer service! He helped me work through several data and equipment options that would fit my needs now and in the future. I appreciate him taking time to ask questions about my needs so he could make appropriate recommendation. He's nice, personable and easy going. He makes you feel comfortable and does not try to push anything on you. Keep up the great work Aaron! read more

Worst customer service. My friend bought an iPhone XR and we are trying to transfer it from the iPhone 6. We went to them after they told us we can do it on our own. They just told us that they can't do it or even try to help us at the store of what to do. So I took my friend to T-Mobile, which is my carrier and the helped us with no problem in transferring the phone. This is why I don't like at&t. read more

I was here with my husband just a few mins ago. The heavy set Caucasian or Latino man insulted us extremely. We wanted to update our IPad service but our bill is past due a day which is fine. Hubby didn't plan on paying it until Friday but we wanted to go in here to upgrade. However once we realized we needed to pay the bill first, my husband stated we would just pay it friday and come back. Well the associate said "you get a stimulus check in the next day or so and you can come right back." That left us stunned! It has nothing to do with a stimulus check or being "broke" he just wanted to pay it friday. That's all. It was very insulting and not good customer service at all! You don't say that to your customers!! I will Never go there again. We always go to this location. However we are headed to another location to get the iPad. My husband went ahead and paid the bill so we can go somewhere else and they get the sale. AT&T, do better with training your associates read more

I've been dealing with cell phones for years and years and years with every service provider. I finally encountered Eric Boutte who knew precisely what I wanted, knew what I needed, knew how to get it to me. He seamlessly and painlessly transferred data and gave my wife and I new iPhone 8+ that looked like our old phones, but were significantly enhanced. It was very very painless and I highly recommend Eric to anybody dealing with AT&T and Katy. read more

I was privileged to be helped by Eric Boutte a sales associate at your store who was the epitome of professionalism. His attention and knowledge of the product and friendly customer service makes me pleased to have an AT&T phone. From my observation some of your other associates could use his example. I am so thankful to have been touched by an angel in the person of Eric. read more

Awful, just awful. Just 3 people tending customers, an hour wait just to get my turn, and two greeters doing nothing by the door. Lady at the door just playing with her phone while we all wait. Understaffed or improper management? Does not matter. Avoid. read more

Awful service. Website says they're open till 9pm during the week. I go there at 8:30 and they want to close at 8pm during a iPhone launch week and huge promotional week. Finally someone opens the door and says "they just switched their hours till 8, because they're a large company it takes awhile to update". Doubtful and most likely they're just lazy. read more

I have purchased numerous phones, accessories and services from this location. I go in today to ask for help transferring contacts from a new online purchase and could not get any help. I have 5 phones on my ATT account, Directv, RoKu and Wifi through ATT. I pay way to much each month! Shame on me! I will not walk back in this store and neither will anyone I know! If I could give zero stars, that would have been my selection! read more

After years of horrible customer service from AT&T, Greg at this location, helped my family and me with exactly what we needed. Way to restore our faith - thank you Greg. read more

The best experience I have ever had at an AT&T store! The whole staff is awesome and so helpful... I won't be going any where else for my wireless needs! read more

Honestly the representative at this location are very professional and outstanding !!! They are extremely helpful and knowledgeable. Wait time isn't too long but appointments are available as well :) . Very friendly people. read more

Great service!! They are pretty busy, but goes by quick. I was waiting less than 10 mins. Aaron was very knowledgeable and provided great customer service!! He resolved out issue in a matter of mins when the Best Buy geeks couldn't even figure it out! read more

This store is ridiculous - they ALL need customer service training. If you can go someone else - GO! So you won't be lied to. Management sucks - leadership is poor. Probably need a new group of people. read more

I am very pleased with the services this AT&T location has provided. I will definitely go back to connect future lines and buy other phones. I went to three different stores before this AT&T. I work with people on a daily basis, I handle customer service for a different company. With this being written, I really care about good customer service. I believe that customer should be treated with care (Core Product). Ms. America, the lady that took care of my family, and myself last week did the most excellent job. She went beyond explaining most of the questions we had. I didn't feel like "another customer", or like they were trying to sell me the most expensive product. I will recommend this store to any friends and family hoping that their service continue to be this excellent. It's all about customer satisfaction. Thank you! read more

Awful customer service - going to close all five iPhone lines of service and switch to Verizon. Ordered iphone 6 plus on Sep 19. Order was incorrectly set up by ATT such that zip code for billing address and ship to address for iPhone 6+ were not the same (a requirement they didn't tell me about) such that after nearly 8 weeks wait the order did not ship on Nov 7 - it cancelled! I then reordered (cannot fix an incorrect order) which also was ordered incorrectly, and it cancelled 2nd time on Nov 8. I had to wait for Nov 10 to order same iPhone 6+ a third time, and instead of the 64 GB phone I had originally ordered and want, they ordered as a 16 GB phone!!! Once I realized that the incorrect device was ordered, I tried to cancel or change - but ATT will not do this. The ONLY way to resolve is to WAIT for incorrect device to arrive, return the device I never ordered, and then once ATT receives the device they shipped to me in error, I can then and only then get back into the queue of customers waiting for an iPhone 6+. Their error, I get no help or support, no credit, and not even any token credits. In contrast, T-mobile shipped iphone 6+ late to a customer who works in office with my son, and they gave $300 credit to customer for being late. ATT not only did not do this, but they also will not rescind the 'upgrade' used for the incorrectly shipped device that I didn't order, until they receive it back and release the block. Big inconvenience to me! So after many attempts to work with ATT, I have concluded it is hopeless, and that their sales support / ordering system is fatally flawed, such that I am going to close 8 lines of service and switch to Verizon. Advice to everyone: do not deal with A&T. They are horrible and have a customer offending business model that simply does not care, and will not resolve errors they made. Customer is always wrong. No credits. No fixing the problem. Horrible in the worse ways. Beware. Stay away. Do not trust AT&T - at the least Verizon care about customers and will try to fix their errors. That goes a long way. Email me for more info if you want. Paulmonus2003@me.com read more

Went to this location, the man that greeted me was very polite and helpful, I did not get his name, unfortunately. The sales manager, on the other hand was extremely rude! He walked up while I was talking to the man that greeted me and interrupted our conversation. I then, started asking the sales manager some general questions about my phone and the apple care because my speakers don't work anymore and my top bottom has stopped working and he said there was nothing he could do about it, even though I still pay for apple care. As I was speaking with him, a couple walked in and he began to help them, ignoring me completely when I had gotten there first. I recommend not going to this location if this sales manager, Abdul Khandwalla, will be the one helping you because he will give you no information! You would think if your title is 'sales manager' you would have better customer service skills! read more

Geeez. We came in to upgrade our phones and resign our contract with AT&T. Muhammad was extremely arrogant, unfriendly, and aggressively attempting to up sell us on absolutely everything. When we politely declined his "deal" on phone covers and screen protectors, he made snide comments about how much money we were dropping on our phone and "fine, if you really want to do that." That was after pushing their iPad deal as well as home security systems on us, despite us repeatedly declining and saying we were set. He told us he would waive two of our four $50 activation fees. After we declined phone covers, it was suddenly, "well I'll have to talk to my manager. If I don't get his approval I have to take that offer back." No. Get approval prior to offering us that discount if that's how it works in your store. He was gone for a good 10 minutes, and we ended up walking out the store and across the street to t-mobile. Shout out to them, by the way. Stellar customer service. read more