Stopped by to replace a stolen phone. Surly and unhelpful Ariel condrscended with detail questions about specs on stolen phone. When I suggested that she could find everything in my account, she reprimanded with 'some customers have this." Then, she shouted that I could "just go to another store." I left with no phone. Bye Felicia. Hi Tmobile. read more

This review is about Ariel. My husband and I have purchased several iPhones from this location and have always received great customer service. We went in to inquire and purchase new iPhones. We asked Ariel a question about the appointment process and she said she did not know because she is not a customer. Okay...we let that slide. Then we sat at a table to wait and she then told us to move (she didn't ask us...she told us) so she could sit at that table. There was an empty table right next to the one where we were sitting. Ariel was rude, abrupt, condescending and overbearing. We got up and left. Will NEVER return to this location. read more

I came into the store to upgrade an iPhone 14 to a 17. The new phone I received was defective but the employees said there would be a restocking fee of $55 to replace the newly opened phone or I could take it to Apple. I went to the Apple store and they also said the phone was defective and att should have switched it out. I called ATT customer service and the agent said that yes, it should be swapped at the store. The store manager refused to do it, even with the customer service agent instructing him how to do it over the phone. She read him the instructions and he said I'm not doing it and walked away from me. His name is Francisco and he is The most unhelpful and arrogant man I have ever dealt with. I will never visit this particular store again. However, my problem was solved by a representative in the store named Dalton. He sincerely apologized for the manager's behavior and was able to offer assistance. He was the only bright spot in this store. read more

This review is ONLY for Brian, the gentleman who helped me twice, when other employees and managers did next to nothing when I was trading in and upgrading my phone to the 15 pro. Brian walked me through scrubbing two old phone, both a password and billing issue, and recommended an accessory for my car they did not have, that I didn't know what type to provide. This is some of the best service I have had, regardless of service type, and you should have him replace the current "manager" who I met with on a day Brian was not present. Maybe if he was running the shop you would not be sitting at a 2.4 star rating. read more

Rude incompetent staff. The employee couldn't even find a charger. So unprofessional. How are these dummies hired? Crazy ATT store. No good.

Terrible customer service! Bobby, the manager, is incredibly rude and dishonest--the worst you could imagine. I purchased an item and came back to return it; this was my fourth time here, as every employee kept redirecting me to the manager. When I finally found him, he asked for a receipt, even though the store no longer provides physical receipts, and I never received one by email. When I asked about other ways to process the return, he first said his manager would be in on Tuesday. I asked for a specific time, and he then claimed that the manager is on vacation until November 12th. Even after showing him my credit card statement as proof of purchase, he refused to help. This manager kept changing his story at every turn, lying about the next steps, and ultimately wasted my time. Awful experience. read more

Had a terrible experience with AT&T sending my replacement phone to the wrong address. Called them after noticing tracking information said the phone was delivered but nowhere to be found. They said they sent the phone to the wrong address. I paid tax on another phone to be shipped to the correct address. When I checked the tracking information on the 2nd phone, it stated the wrong phone was being sent. I spent at least 3-4 hours on the phone with AT&T trying to get this problem worked out. AT&T wanted me to pay taxes on a 3rd phone, so they could try to fix their problem by sending me a 3rd phone, that apparently I am going to pay for. I refused to pay the taxes on the 3rd phone, because I felt at this point AT&T should have stepped in and did the right thing. After driving to several corporate stores telling the long story of what has happened to m. Julio from this store in Frisco, said if I brought the wrong phone in they had sent, that he would credit it off my account and, even though he didn't have the phone I was wanting in stock, he had contacted the non-corporate store over by Total wine and they would do it for me. I sat all day again waiting at home for the wrong phone to arrive in McKinney because that is where I live. Once I got the wrong phone, I headed back to the Frisco store to meet Julio, so he could set it up with the other store, so I could finally after 5 days and 3 hour of phone calls, I could get my new phone. When I got to the Frisco store, Julio was at lunch. One of the store employees got Julio on a phone, so he could tell me that he didn't say anything that I asked for? So, Julio is a liar. I went across the street to the total wine store location and talked to the guy in there and he said they don't even have a fold 6 phone there and that he couldn't help me. Now I am back on hold with AT&T trying to sort this out with escalation department. I believe it will be a true Miracle if I get my phone today. IF it is not resolved by end of day today, I am going to take my family to T-mobile or Verizon where I will probably get a free phone and better deal anyway. This is the most indiscriminate lack of customer service I have ever witnessed. read more

THE CUSTOMER SERVICE AT THIS LOCATION IS HORRIBLE. Absolutely terrible customer service!!! Do not go to this location. I purchased the new iPhone from another location and they purchased me the wrong phone with the appropriate storage space. Since I purchased the phone from another location they were going to charge me a restocking fee for an AT&T employee mistake!! read more

My husband was in need of a new iPhone. Ariel approached us while we were looking at phones. She informed us of offers we didn't know were available. Thanks to her we ended up buying two Apple Watches too. She looked over our plan and patiently explained everything. read more

I went to this store to help get my moms phone number added to my plan. I thought it would be quick and easy lol I was very wrong. Lucky me I got Nick at this store to help me. He went above and beyond and what should have been simple turned into a three hour long problem. He was amazing and patient and just an excellent representation of what customer service should look like. I can't thank Nick enough for helping me and my mom get her line transferred. read more

Went in to get my son a phone case for his new 13 max. Received immediate help in checking out even though they were extremely busy. Will definitely return for other accessories! Thank you! read more

I read all the reviews but I decided to come here anyway. I'm glad I did. Josh the manager was very helpful while all the reps were busy. Sonny helped us once he finished up. What a nice smart man. He was very personable and made the process super easy. Thank you both for making the switch from t-mobile to AT&T so easy! read more

Very disappointed with the service I got at this location. Scheduled an appointment to get my phone transferred to a new account. Waiting until an associate was ready and she basically told me that they can't do what I need and that I had to go home and call. Left this location and went to the one on Park& Preston and was in and out within 10 minutes. The sales associate at the Park and Preston location was very helpful and I walked out with my phone on a new account. read more

This review is more of a testimony regarding AT&T's policy regarding purchasing and activating an iPhone at their locations. If you want to pick up an iPhone here, you need to add it to your plan and spread the payments out over 36 months. Don't waste your time, go to an Apple store and purchase it outright and have it activated there. read more

AT&T will transfer a phone to your account but not tell the customer that said phone is "blacklisted" aka: reported stolen. Consumer beware because they won't let you use insurance because there is no way to protect yourself in this event- it will cost you a lot of money!!!!! NOT ONE MANAGER IN 8 HOURS HAS ADDRESSED HOW A STOLEN PHONE BEING TRANSFERRED TO ANOTHER ACCOUNT DOESNT WARRANT LETTING THE ACCOUNT HOLDER KNOW!!!! read more

I agree with the reviews that say this store has bad customer service. Nobody working there seems to want to be there. Granted I never want to be at work, but part of your job, especially those in retail who serve the general public, is to fake it. Sorry. I went in to upgrade my phone to an iPhone 6. I did my research, knew exactly what I wanted and was ready to pay. Perfect customer service situation in my mind. The guy helping me was so mopey that I started imagining reasons for his sad and miserable demeanor. After I asked a couple of questions and popped a couple of jokes he finally smiled and was less awful. I don't want to have to cajole my salesperson into being less depressing. On the bright side, they had what I needed in stock and I was in & out in 20 min (I'm taking some credit for that because I came in informed). I dread visiting AT&T stores in general because of the long wait and I'm going to add to this location in particular also because their staff is unpleasant. read more

I don't understand why the store has a poor rating. Every time we've gone the sales team has always been helpful and courteous.

I had THE best service today from Lexi at the West Plano store. She is highly knowledgeable, speedy and offered great customer service. Lexi is a real star at AT&T! Thank you so much read more

Again this store is miserable experience. Just asked Javier if my plan was cheapest, he said no and suggested a plan $5 cheaper. He didn't mention until I was walking out the door that amy overages would be at slower speeds. Um Hello- that's important info! Now waiting while he changes it back. Manager Jeremy not helpful or sympathetic. Now waited over 15 minutes and they still can't fix it. This location absolutely stinks. Do not go to this location. read more

I came in to get a new iPhone 14, my sales associate (Lex?) told me they were out of the pro and then acted weird when I told her I wanted to see other options. I went with the regular 14 and started to get it set up. Zero conversation the whole time, she acted like she would rather be somewhere else. (Unrelated to the experience but she was working on a shattered ipad, you'd think the store could replace it?) the whole time we set up my new phone she was silent. My iCloud storage was full so I had to transfer my data phone to phone. I asked her if I needed to stick around or could I leave while this updated, she said I could leave but I wouldn't be able to use my phone till it was done. I said that was totally fine and she was appalled that I was fine without using my phone for one hour. Experience was easy enough but just didn't feel welcome and there was no excitement from the sales associate about getting the ~cool new Apple product~. Oh well! read more

I went to the store today at 11 o'clock a.m.. Waited for 45 minutes. Store was not busy. Just had to wait. After waiting 45 minutes, I asked for help finding the correct phone charger. The lady who helped me was belligerent and rude. She told me to Go to Best Buy to get the charger I was needing for my brand new Samsung Galaxy note 9. In my frustration I voiced my disappointment. Another AT&T colleague who is sitting at a table chatting with a different AT&T employee. By the way could not be bothered to help me while I waited on the couch for 45 minutes. Spoke up and said that's the only charger they have buy it if it doesn't work bring it back. read more

This ATT location is horrible on its best day. The employees all have the, "Who gives a $#!&!" look on their face. Wait times are always double what they claim when you walk in the door. They are particularly bad at explaining the various wireless plans. They love to use lingo and struggle to answer the most badic questions. Don't let the ritzy new decor fool you, this is a miserable location. read more

I though I'd give this location a try since it is fairly close to me, despite the reviews.. i was waiting a while and no one seemed to care or acknowledge i was there. After waiting like 30 minutes, Shawn helped me but wasn't much of a big help. Didn't seem like he enjoys working there or enjoys helping customers. So i turned to another employee for help the next time i went in. Jonathan was FANTASTIC. He was very eager to help me with what i needed with a POSITIVE attitude! If you do go to this location, ask for him! I Don't recommend anyone else! read more

I live in west plano and this is the closest AT&T store for me. I usually have to come here when i have visitors from out of the country and I need SIM cards. Every time I come here it is like an hour's time. You check in and then keep waiting for a 10 min. Work. They have atleast 5-6 employees and I have never seen them work. Only 1-2 will Support customers and others keep going to this inside office to do something that I don't know what. But cannot be more important than customers they need to serve. Bad service find another location read more

One star is too generous. I called them and was put on hold for over an hour, so I just drove there while I stayed on hold. I entered the store, I showed the lady how long I was on hold, and she couldn't have cared less and just ignored me. I finally got some help after waiting for over an hour in the store. I got my new phone, and the guy said to call him any time with questions. Well, I called him twice, left voicemails, and never received return calls. These folks have absolutely no pride in their work. Just awful. AT&T should fire everyone in the store. If you want customer service, go to the AT&T store at 3551 Preston Rd. in Frisco. They were friendly and patient, and they helped answer all my questions. read more

Went in to setup my old AT&T phone as a new "GoPhone" line. I figured that it would be a painful experience but it wasn't! In less than 15 minutes I had my old Android phone setup with a new SIM card and a new line. Couldn't have been any easier than that. read more

Toto, we're not at the Apple store anymore: where the wait for help at the Apple Store we just left is short, the customer service is great and the acknowledgment of your presence is immediate. The store name may begin with the letter A but that's where the similarity ends. read more

AT&T is a bad company. I signed up through Sam's and was told my monthly bill would be $87 a month. My first bill was $431, my next bill was $176, and my last bill was $175. Each time I call AT&T regarding my bill, I get a run around and they waste my time. I have spent countless hours in just a few months dealing with billing errors. One time I called, and an associate supposedly escalated my case, but the managers are no better than the employees and don't help you. I went back to Sam's and the manager there was supposed to call me and never did. I went int the AT&T store, and they can't fix the problem either. I called again this month after my bill was incorrect, and I got hung up on and was told a manager would call me that never did. I feel that my issue will not be resolved, and that I will be overcharged by this company every month until I change service. This business is the worst. They are a scam, they lie, steal, and cheat. I feel that I am at a loss, and don't know what to do to stop this company from doing this to other me or other people. read more

Employees don't understand plans nor upgrade options. They put me in the wrong phone. Realized it when I got home. Went back to get correct phone and they wanted to charge me restocking fee. Asked to speak with manager and she was not helpful and did not resolve problem. Poor customer service to a 20 year customer. read more

So I read the reviews before going in and I was a little skeptical of the service I was going to receive. But Steve was great! He was able to get me a new phone and plan without hassle. Thank you. read more

The front guy Jose checked me in and told me about 10-15 mins wait, and 25mins later finally got A woman taking care but she told me the iPhone don't have it in stock , should have let me know when the first thing check in instead of wasting my time here, and they wasn't very busy, taking a bit too long in waiting, nice and clean place but need to improve for customer service : ( Won't be back in this location for any upgrade. read more

I'm only giving this store one star because there's no zero. I've been with AT&T since the beginning of time. I went in to buy a new phone to replace one that's several years old and no longer functioning properly and the absolutely rude customer service rep spoke to me like I was completely unintelligent and unable to comprehend basic math while she was drawing pictures of rate plans on a little paper square with a marker. Horrible experience. So unbelievably demeaning. Horrible new rate plan too. I walked out empty handed and in search of a new cellular carrier. Read the reviews: http://www.idownloadblog.com/2013/07/17/att-next-device-upgrade-plan/ Follow up: I talked online with AT&T customer service when I left the store and they told me the exact plan I wanted was available, although the rep said it was not. I printed out the chat conversation and took it with me to the AT&T store in Addison and showed him the online chat conversation. I explained to the rep what happened. He told me they had been trained to push the Next Plan, but that the rep I was talking to in Plano was wrong about not being able to just upgrade my phone on my Family Share plan. He took care of us in about 30 minutes. The change even lowered my bill. Bottom line: Buyer beware. Do your research before you go in. And don't trust the sales pitch if they say you have to go with the Next Plan. read more

Walked in on a Thursday morning at 10:30am and it wasn't busy, luckily. AT&T stores often have a long line. Rose Caballero welcomed me nicely and asked what I needed. I wanted to get a mobile hotspot and wanted to do it within my current monthly payment. I already have 4 phones in my household and pay alot (I think). Rose was outstanding. She made some calls to various parts of customer service for me, got to the right place after many attempts and got me a great new plan. Now all my phones can do mobile hotspots, she eliminated 2 unused, unwanted lines, and unbundled me from home services (which apparently was making it tough to make changes to my account). She really was my advocate. I came out the store happier and more satisfied than I've ever been in my 10 ten years of using AT&T wireless. Thanks, Rose! read more

What a absolute joke, I downloaded this app just to talk about the Horse crap service that I got here. I needed a new phone after mine got destroyed in a accident. The sells rep was was so stuck up and rude when I ask questions about the products he would literally roll his eyes at me and I would ask if this was in stock he would get actively frustrated and say no like I was the biggest problem in the store. I finally ask if another location has any particular phones in stock he directed me to the Frisco location off Stacy road. I drive off to Stacy rd, when I arrived they informed me (politely) that they haven't had that phone in stock for months. I left went to the Best Buy next door they got me the phone I wanted and for 100 dollars cheaper and where incredibly fast and friendly. They waisted 2 1/2 hours of my time for nothing, and for something that was done in 30 min. The sells reps at the Plano location are liars and a**hats do not waist your time, go to Best Buy or someone else that actually cares what they are doing. And not only do there competitors care more they are normally cheaper too. I will never buy a phone through them again I'll keep there plan until I can find a better rates elsewhere. read more

The INCOMPETENCE is real at this store. Please save yourself a moment of frustration and go somewhere else. Worst costumer service. Everyone needs to start over on their training. read more

I'm very surprised to see the low rating for this store. After getting off to a bad start with my new provider, Justin and Shawn saved the day! My next stop was going to be back to my old provider. However, It was such a simple fix after all. Shawn, the manager, immediately came over to help and offer solutions. Justin, was right there as well, with his willingness to help as soon as I walked in. I was upset when I arrived. I had previously spoken to four reps over the phone. I was not happy. However, it was very hard to be upset with this team. They were both friendly and professional. Both, were very positive. The two offered great conversation as I waited. I didn't mind that I missed lunch. The store was properly staffed with enough employees to help every customer. I learned that Shawn was new to the plano store and Texas. Obviously, smart move for the company. Justin was awesome sauce! Would recommend visiting this location! read more

AT&T fraudulently charged me for a time period that I didn't have service with them. Glad I am with T mobile now!

horrible experience with them, my wife bought brand new unlocked iPhone from store in cash and next day return back phone without open the phone box to them, they promised to refund price in 4-5 business day but after a month AT&T and store playing with us, still refund not processed. every 4-5 days they come up with new excuse like , by mistake refund credited in your ATT account, or draw check with incorrect amount last time on yesterday said $715.00 check already cashed!! but I did not receive any check and redound supposed to be $811.00. they plays with customer, and wont refund money and keep the processes longer until you get frustrated and stop follow up the case. read more

Terrible customer service. Do not go here!!! Manager could care less whether you stay with AT&T or not. They do not deserve any stars! read more

I needed help setting up my new IPhone and Rose was the perfect person to help me. She was very knowledgeable and explained what she was doing step by step. Rose Rocks!!! read more