J did a fantastic job. He is very personable, and very professional. He thoroughly explained options and costs. 5 stars!

LIED TO! I went in to RETURN a phone from a different location (wayyyy out of town) was told I HAD to go back to the location I got the phone from. I was thinking how much of an inconvenience that was and disappointed that we had made a useless trip. My husband reassured me and knew this wasn't true so we headed to the Ridge Road location in Rockwall, where we've always had great customer service, and we were able to do it there INSTANTLY!! Thank you Samuel!! The woman that greeted us at this location was literally being lazy and her demeanor was rude and stuck up as well. No smile, no "Hi! Welcome in, how can I help you?!" She just walked up to us and we had to start the conversation. How ridiculous! Worst customer service ever!!! GO TO RIDGE ROAD!! read more

Horrible experience and not the first time at this location. They stayed an hour after closing to sell us a new phone a week earlier but when trying to return the old phone, with a new security requirement protocol (that takes an hour to reset for returning an iPhone), they won't stay 12 minutes over to allow the return of the phone to take this off my billing. Their solution was for us to leave the phone with them and give them our passcode when they call tomorrow so they could restore to factory settings. Which has to be against company policy because everyone knows passcodes give them access to everything on the phone and could create a security liability. Will be looking for a different location for better service. Good luck if you go here, it always seems like a hassle. While typing this up we were in the parking lot, the 2 individuals left at 8:05 pm with my phone only having 7 minutes and 21 seconds left in order to turn it in. Unbelievably poor customer service. read more

Horrible Service at this store. Rude and not able to help troubleshoot a phone which was being returned. Overheard employees telling customers to go to Best Buy. Save your time and don't bother with this store. read more

Worked with an ATT online operator and confirmed my ability to upgrade my phone. They were kind enough to check this location's inventory and confirm my desired phone was there. They assured me I only needed to go to my appointment and initiate the upgrade. I arrived on time to a near-empty store full of associates. No associate asked us for checkin, etc. After 3 other customers walked in, we were approached, too. At this point we were 10min past our appointment time. Fast forward another 5 minutes, an associate says they are ready to help us. We explain our need and we are told, some devices don't qualify for upgrades without upgraded unlimited wireless services. The associate would have to "check with the manager" to see if we qualify with our plan. We have an 18-year unlimited plan. ATT LOVES to pitch newer plans to get older plan participants onto newer plans. I keep paying generously on my plan I might add... As we wait for our associate to come back, I feel we are getting put into the bait-and-switch scenario. Finally my associate comes back, and has 'bad news' for me. My plan won't allow an upgrade. I say thanks and move on. I come home, call ATT, and within 10min, my new phone is on the way, with my existing plan. I can't help but call this location and it's management out for predatory and unscrupulous practices attempting to get me to buy more services. I guess this is what I get for trying to get a phone from the 'local' store, a few days earlier than the 2-3biz day delivery timeframe. I won't go back to this store. That was just a poorly executed attempt at representing this company. I hope my feedback at least gives someone pause before getting put in a contract leverage conversation, especially if you are a loyal paying ATT customer. A local store can really sour the deal. read more

My husband and I went in to upgrade my sons phone prior to Christmas - the associate who assisted us ( I cannot for the life of me remember his name (white male late 20's early 30's) was a great help. It wasn't that he guided us overly much on which phone to purchase, it was everything that went along with that decision that made the experience great. His questions suggestions and comments, even the conversation itself while he made sure the case, screen protector etc were installed and ready to go made the experience A+ The store was not overly busy, and I know 5 star service is easier to give in such moments, but Either way - Thank you for the excellent experience. read more

My husband and I went to the store today. Everyone was super friendly. We had Alex help us. He was so good! Give the guy a raise!! I think this was my first great experience at a AT&T store!! Thank you read more

Rosa was amazing. Took her time, made sure everything was set up before I left! Highly recommend read more

This is the dumbest f****** store I've ever been to. Two employees? really? There's like 8 people waiting here. Get your s*** together whoever runs this store. read more

We went into this store 30 minutes before closing to take advantage of the Buy One Get One offer that expired that day. Both associates were busy with other customers. By the time one got free, it was past 8pm. Rosa (AT&T associate) walked up to us and said, "yes?" Not sorry for the wait, tha is for waiting, how can I help you, etc- just "yes?". S ok we explained we would like to add a line and take advantage of the BOGO offer they had. Rosa said we would have to come back tomorrow. We explained the promotion ended at the end of the day. Rosa basically says, "sorry". We asked to speak to a manager, Rosa said "I already did ". My fiancé asked her "when", to which Rosa responded, "earlier and he said we can't do anything." I went back the following day to speak to the manager, Walter. I explained my experience with Rosa. Walter did explain that a phone that we preordered (prior) could not be returned at his location because........essentially they are not a "real" AT&T store. The preordered phone would have to be returned before my account was eligible to get the BOGO offer, even though I still needed to add a line. So Walter guides me to the "real" AT&T store with instructions on how to get phone returned and assured me the BOGO offer was extended until the end of the month. Cool! So I head 5 minutes down the road to the "real" AT&T store, got phone returned (with a restocking fee)- but was told BOGO offer was only extended for iPhones. So I call the "fake" AT&T store- Walter was gone already, assistant manager, Raul, says he doesn't know what we are talking about. Since I was at the "real" AT&T store, I asked what they could do for the situation. Brandy ("real" AT&T associate) was kind curious, etc... ..but advised we would have to see what other store would do since its first their mess up/bad customer service. I explained I have been a 20 yr customer- and would like to think there was something that could be done. Brandy suggested calling customer care, so I did. After 2 days of back and forth with loyalty/retention department, explaining the situation to numerous people, to include "managers"..........AT&T refused to do anything to remedy the situation. After 20 years of being an AT&T customer, my fiancé and I switched carriers. Never in my life has a company made me feel so worthless like AT&T did. read more