I switched from Verizon to AT&T to get better customer service. So far, I am not seeing that I went in to get my phone fixed and get some billing questions answered because my bill is way higher than they quoted me when I started. There were two people working. I was there for five minutes. Nobody even acknowledged that I walked in the door. There was another lady there very frustrated because she was trying to get the man to look at her phone because it was messing up and he just kept telling her that there was nothing he could do. She just needed to buy another phone. Didn't even try to help her. They were not busy. I do not understand why I was ignored. I would rate this store at zero stars but one star is the only option I have. read more

My step son had his phone stolen and he desperately needed his phone for work the next day. So we went into the AT&T store in Watauga and had an amazing experience. We were assisted by Salvador Gomez and he could not have been more patient or helpful. My stepson did not have his ID as it too was stolen so he could not show that he was an authorized user on the account and I was not an authorized user on the account so Salvador helped us figure out how to get that set up and helped us figure out the best deal since we were still paying on the cell phone that had been stolen. It was just all the way around an incredible experience. I give Salvador two thumbs up. He is an excellent asset to the store. read more

Bought beats ear buds and out of the box they had faint clicking noise when in the ear, I was told i'm not able to return them.

Myra was very helpful! And cute as a button. But upgrading the OS on my new phone has been running for 48+ hrs.

I came into the store to add a line to my Firstnet plan and make it a family plan. I was helped by Anna who assisted me with adding the line. Unfortunately since the Family plan was new it was having issues adding a line. Luckily Anna was able to find a work around and add the line a secondary way! Overall even though it took longer than expected her and Candice made it a positive experience! read more

I came here to get another phone due to my existing Note 4 going out on me. I actually came here twice the same day. When I returned I had to wait a bit because I was waiting on same representative who helped me out before. However they did offer to get another representative for me. But I asked if they worked off of commission and they said yes. So rightfully so I stayed with the previous representative. The person who helped me out was knowledgeable with Android and iOS. I favor more with Anroid over Apple. He explained some of the reasons why my Note 4 was dying so fast. Which I totally agreed with him. You have to love the marketing with cell phones these days. You pay about a grand for a phone to only last you two years basically. One cool thing about this place was they helped me out with my kids. They put some cartoons for them to keep them occupied as they were getting tired of sitting there waiting on me to get my new phone. I thanked the gentleman who did that for me. Over all I was happy and impressed. These places can be crazy and suck at times depending on the staff and the management type at each store. read more

I tried to purchase a new phone here with Anna and was having a good experience until her boss told me they couldn't accept my government issued military id. He was either uniformed or did not want to help me! After being dismissed by the man wearing glasses I proceeded to go to another location and they helped me with no problem and were confused as to why I would be denied in the first place! Anna was trying to help but her boss was not interested. read more

Went for a screen protector for my daughter. Asked the salesman to put it on for us. He did. Then he didn't like something about it and got another one. Eddie did not give the phone back until HE was satisfied with the result. THAT is customer service! Thanks Eddie! read more

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 10, I'm think of a one person picket line out front - i ll let you all know the date - gotta make my sign. read more

Bring lots of patience, you'll be here a LONG time. It seems like AT&T would know that a weekend would be a busy time, especially in December. I've had this service for around 25-30 years, but they don't reward loyal customers. Believe me I've asked. They only want new customers. P.S. I'm now entering my second hour of waiting. read more

This Company, At&T is a very efficient company at extracting the most it can by creating a two year high cost contract that at the end of the first year of the contract imposes egregious extra charges and service that degrades a purchaser. A purchaser certainly must be aware of before purchasing their services. I also have been throttled down in Internet speed by this ungodly corporation. In addition, we have had intermittent issues with the internet. Our services stopped on a number of occasions. It also took this Corporation over 9 days to enable my services for internet. My final issue is that they have disenabled two Voice over Internet Protocol (VOIP) service phone numbers we had been using since I participated in Hurricane Katrina efforts. This Corporation is also a Corporation highly engaged in influencing Congress to remove free and equal internet services so they can charge higher rates to condimers. read more

Walked into the store. Three busy employees. No one greeted me. I took a seat and waited. Employees finish with their customers and just sat on their phones. I walked out after they showed no interest in helping me. read more

If I could give it a minus 10 I would. Poor customer service. Expect to wait an hour easy even just to get a new sim and that's at off hours like a 2pm on a Thursday. Sucks read more

This review solely pertains to the Salesperson, "Joshua." My wife gave me her 6 month old iphone 4, as she just bought the new 4s. So, since I brought in a phone, there is NO fee to activate MY phone, since I'm currently NOT under contract. I politely explained to "Joshua" that I just needed to activate the new phone- simply keep my plan (including data & text) exactly the same. Joshua seemed to grasp this, and I was out the door in 5 minutes. Fast forward 8 days later, and I received my bill, with a new higher price. Yep, Joshua upgraded my data plan to the most expensive one they offer. How nice of Joshua to provide this upgrade without my consent. At&t adjusted the bill accordingly, and now Joshua, most likely, will get reprimanded. A word of advice, Joshua- you may want to consider a lateral transfer to...let's say, Chicago, where this type of deceptive practice would be welcomed, and most likely expected. ASSHOLE! read more

Busy place. The staff try their best. Sometimes the wait can be long and annoying, esp in the fall with new iPhone releases. The selection isn't that great, rather sparse. They have been able to fix or help me with every problem. What can I say, it is a super busy cell phone store. read more

I spoke with the manager before coming to this location because I was already experiencing problems starting service online. I was aware that it was close to closing time, so no big deal there. HOWEVER, the "service" I receive upon arriving was so absolutely rude, that I will never step in that store. I was told by the store manager that his associate Tiffany was sure to give me a great experience. Tiffany was closing the store 5 minutes before closing time and was sure to lock the door as I pulled up. I didn't think too much of it, until I tried to ask a question through the glass door. Instead of even nicely telling me that she was unable to assist me, this lady yells at me from the back of the store (as I stand outside of a locked door in the cold, mind you) "I CAN'T HELP YOU." She yells it with the worst attitude, as if I'm the scum of the earth who isn't even worth a bit of her time. She even looked at me like I was some homeless animal. Maybe it was how I looked? She proceeds to yell "I CAN'T HELP YOU" as I try to ask my question in desperation. She cut me off every single time I tried to say something. All I wanted to know were the store hours. By this point, I'm livid. I ask for her name, she flipped her hair, put her hand under her name tag with pride, then walks off to the back with her laughing coworker. She should be glad I'm not crazy. I almost didn't even switch to ATT because of this woman, but thank God for the Grapevine location. They gave me hope I'm good service again. Trash service= trash location as far as I'm concerned read more

My phone completely bricked on the iOS update. I tried for a few hours without any luck restoring the OS including Apple's TATSU server unable to push an OS image to it. We own our phones and they're insured so I didn't think there'd be any difficulties. The first person this morning tried to sell me on a new phone saying "Oh look! You're eligible for an upgrade!" instead of addressing my issue to work with their insurance company. They just gave me a post it note with the URL and phone number. Filing everyone online, you have to enter everything manually in paper then scan it in. It's an extra step and silly but I completed it. Upon entering things, I'm told instead of my original color phone I can get a pink phone instead and doesn't give you an option to change things. I drive back and I work with an associate that was fantastic, very friendly, open minded, and let me use their phone to get things resolved with the insurance claim. However on the call, I'm told I have to pay $120 for something I've been paying insurance on for over a year that I fully own after paying it off quickly. The associate on the phone tries to compare it to car insurance when I had never paid for a claim in my last 10 years with AT&T. Maybe it's different in each state but this was just silly. The manager comes over to ask how things are going and how things are being resolved. I tell them it's silly that I paid about $150 of insurance since I got the device that I own that you're asking me to pay another $120 for a phone that has a market value of $330, not $650 on how they're marketing it up there. This allows them with a loss of only $60 and I have to pay for it out of my own pocket. They started listing companies they worked at and how it's an industry standard when it isn't - We've had Square and others replace without any issues and we had AT&T do the same until now. Then I get told "It's business and it's how it works" - Ouch. The associate however helped me weigh my options and was great understanding my position. So upon researching, I decided after 10 years of being with AT&T with uncompetitive rates compared to others to switch to Google Fi. I get data for a fraction of the price and my rate is substantially less with full replacement for insurance at $5 a device. Additionally privacy policy is better when researching along with Google in the court a fraction of the time AT&T is for user data. Also, on another visit here, AT&T messed up insurance on my wife's phone and wouldn't fix their mistake not covering any damage which we had to pay out of pocket when we had signed everything before. From my experience, they do not take ownership of mistakes. There's no point of device insurance as you pay a premium for it that's hiked above market rate, and the managers never take ownership of anything contradicting what's on the market. Some associates are great and fantastic but the issue is with managers and the company's policy that's not very competitive on rates. Even when being with them for over a decade, they don't seem to want your business. read more

I need to update the review here because they actually followed up with us after the post and have made things right. They may have been going through a learning curve when selling the insurance but all is done right by us now so I feel like they they deserve the 5 star rating. DON'T BUT THE INSURANCE if you are getting a Smart Phone and they try to sell you on the insurance plan, don;t be fooled by their claim of a $50 deductible. They will LIE to your face as you are purchasing an IPHONE and tell you if anything at all happens, it's only a $50 dollar deductible. What actually happens is when you go to use the insurance, it's an independent company and they tell you that only dumb phones have a $50 deductible, smart phones are $200. If you have a problem, they tell you to go talk to the store. The store can care less by the way since it is not their problem. But they have no problem taking your money. This store uses deceptive sales practices and possibly others as well. We canceling the insurance and got a refund for several months. If you are getting an Apple phone, I would try Apple Care instead, it can't be worse. read more

I've been an AT&T customer for close to 14 years and this is the first time I'm actually considering changing carriers. While the sales rep at this store was nice, he had no clue what he was selling; in fact, he sold me the total opposite to what I was looking for. Of course later on, nobody wants to own the issue and what happened at the store the call center can't fix and the other way around. The whole buying experience left a really bitter taste. I do not recommend AT&T anymore... so sad. read more

Absolutely the worst customers service experience I have ever had. Bought a phone a year ago here. Did not like the phone and latest ATT update screwed up my ability to sign onto home Wi-Fi. Bought a replacement at another ATT store nearby. Not in stock, was told it would be shipped to house. Wrong phone shipped. Went to this corporate store to get what I had purchased. Told there would be 45.00 restocking fee. I said I did not feel that was fair because shipping was not my fault. Was told I had to pay it to get phone or be shown/walked out the door. Inexcusable rudeness. The real ATT corporate will hear about this unbelievable terrible customer service. Thanks Christian and your store manager. 0 stars! read more

Disappointed that for 6 months now we have been trying to get the $300 gift card we were told would be mailed to us when we set up direct TV last fall. No contact/reply from the store and spent over 2 hours talking to customer service with Direct TV and Att and they both said its the stores responsibility and that most likely they never filed the info to have the card sent to us when we signed up for Direct Tv in September. The $300 gift card is the reason we decided to add direct tv service for our cable. Sad to say the customer service all around has not been good. Especially considering with ATT and direct tv the bills are higher, but we pay that knowing we would get a little better service. This is not true anymore. No wonder people are switching services so often now. read more

AWFUL customer service. Ever since directv merged with att it is a nightmare getting anything done. They transfer you and make you tell the same story to four people before you get someone and then they screw you. ATT says it directv's fault and directv blames it on ATT. I have cell phones with att for 17 years, directv, and U-verse internet. I move and my new house can't get u-verse Internet so I have to cancel. They say they have to send a tech out to verify I can't get it. I wait all day, he verifies it, all good. Lady tells me no early termination fee. They also messed up my u-verse bill. They tell me i get a $90 credit. Then a month later I get a credit card charge for $140 instead of my $90 credit so they really billed me $230. I call and they tell me it's for early termination and they also charged me for service at my new house that was never even hooked up. Talk to 3 more people and no one will waive it. Early termination is $130 so I ask why I was charged $230. They tell me they can't see my whole bill so they have no idea. Directv transfers me to ATT. ATT tells me they also can't see my whole bill so they don't know either. I say my bill is on one piece of paper, can anyone see the whole thing and they tell me they used to have a department that could but they can't transfer me to them anymore. No one knows why I was charged all this money but neither will credit it back either. WTF!!! I have always bragged about ATT and encouraged everyone to go with them but I have never dealt with such a disorganized bunch of people with absolutely no customer service skills. I will definitely be cancelling my cell family plan next. RIDICULOUS. read more

I went to this store to purchase the new Iphone 6, although they were sold out I still had a great experience! Jon was the name of the man that helped me and he was extremely nice as well as informative! I recommend using this location, especially is he is working that day ! read more

Great experience at the AT&T store. My sales associate was knowledgeable, friendly, and didn't push any up sells to me. Each associate is self sufficient in that they have all the tech they need on their person to ensure you (the customer) did not even need to walk to the front desk to "ring up". I walked in with a device in mind, went to that model (HTC One M8) to play around with it a bit. It was at this point that the associate walked up to introduce himself and answer questions I had. After a bit I was ready to commit. We never left our area- the associate looked up my account from his Android tablet, checked status, added my phone, switched sim cards, and took my credit card on his Square to charge me. Super simple process. They were running a great deal on the phones, and he even suggested a way to reduce my monthly plan without sacrificing data elements. I definitely walked out a happy customer. Now if only AT&T's network could improve.... :) read more

Time wasted after being referred to this store by online customer service. If you are looking for actual customer service go ahead and avoid this particular store. "Management" here goes out of his way to avoid finding solutions. He's pretty good at watching the soccer match on tv though... read more

We usually go to this store cause its close and its a corporate store. If the store isn't busy which it always seems to be. You get good service with knowledgeable people about the product. read more

Not a bad experience inside the store but my only issue is no one answers the damn phone!!!! You have to show up at this location don't bother calling about questions. read more

I hate to have to leave this review bc I have been an AT&T customer for a VERY long time. However, this is definitely the most terrible AT&T store I have ever been to. I went in for an Apple Watch and somehow adding an Apple Watch to my line caused them to merge my account with my fathers line all because we have the same address?! Huge mistake on their part, and when I asked how this happened they directed me to call customer care when it was a problem they caused. The sales rep that helped me was very kind and trying to fix her mistake (it was obvious she was new and she definitely was asking for help from others which I didn't mind), but the manager on the other hand should have been out on the floor trying to fix this matter rather than having the rep walk back and forth from the front of the store to the office. THATS NOT HOW YOU HANDLE CUSTOMERS. Oh, and not to mention he didn't decide to come out til I asked the sales rep if I can speak to the manager. With a problem this big, he should of been out on the floor instantly. I wasted an hour in the store with them on the phone with god knows who trying to fix this matter. I ended up just walking out and calling customer care myself, and I got the issue fixed within 20 minutes after the manager told me this problem would take a matter of 2-3 billing cycles to be fixed. DO NOT GO TO THIS STORE. SAVE YOURSELF SOME TIME AND GO ELSEHWHERE. read more

This is the worst company EVER. They are super eager to help if you are buying something. Once you're a customer - WORST service EVER. They messed up my account for a BOGO back in December 2018. This is July 2019 and they still have not fixed my account.They all say they are at fault, that a ticket has been escalated, and it will be fixed in 2-3 billing cycles (2-3 months). I have spent hours and hours - days and days, going to the store, using the online chat, calling customer svc numbers only to be hung up on, left on hold repeatedly for 30+ minutes, no one returning calls, etc. How is it a technology company can't fix their own problem and honor what they said they would??? I would give zero stars if I could. I have now had to submit documents to dispute resolution for a problem they created. read more

I had decided to take my mom to upgrade her phone for Mother's Day after having researched the current deals/phone plans. There's a promo for $600 off of an iPhone XS with an Unlimited data plan. My parents do not currently have unlimited data, so I looked into what it would cost to change plans. I was told by an associate at a different location (in Euless) that the Unlimited Extra would be $140 per month for two lines, and then there's an Autopay discount for each line, which would bring the total down to $120 per month. When we arrived at this location--the Watauga location--Joseph was the associate who was helping us. First, he clearly didn't know his product, because he asked if we wanted the 64 GB, 128 GB, 256 GB, or 512 GB XS. The XS doesn't come in 128 GB. More than once, I very clearly iterated to him that we wanted the Unlimited Extra plan, not the Unlimited Elite. He then said we were currently enrolled in AppleCare, which confused us, because we're not. We've never paid for AppleCare. We told him as much and told him we didn't need any kind of protection. Fast-forward to that evening: We're at home and looking at the account, and we were signed up for the Elite plan (again, we said multiple times we wanted Extra). Furthermore, he signed us up for some sort of Advantage Protect for $15.00 per month. Who does that?! Who signs up customers for things they didn't ask for or things they clearly said they did NOT want?! We also found out that the Extra plan is not $140 as I was quoted at the Euless location; it starts at $150. We called in to AT&T customer service to have it rectified, and--as all customer service centers seem to be these days--it was far more frustrating than it was helpful. In the end, they couldn't honor the misquoted $140 ($120 with Autopay) price but did give us $10 off our bill for six months. We went up to the Watauga store again today to see if the manager would be any more helpful or empathetic to the mess we were put in, but it was another waste of time. He didn't even initially offer an apology for his employee having signed us up for plans/extras that we didn't want--it was only after reiterating the trouble we had been through that he gave a robotic apology. At the end of the visit, he cheerfully said, "Well, I'm glad you were able to get things fixed how you wanted." I corrected him and said that things most definitely were not how we wanted, but there was nothing we could do. I really think the service at this location has steadily declined over the last several months or years. The bottom line is this: A lack of friendly service is one thing. Honest, simple mistakes are another. But employees who deliberately select a plan or an add-on that the customer has not agreed to is extremely wrong. I urge you to go to another location. read more

Wow. I have not been talked to in such a condescending tone or had anyone be so rude to me in years. The woman who was at the door today, was pleasant at first, she asked me what was wrong (daughters phone will not turn in) so she asked if I had insurance. I don't know. Do I want to sign in to find out ? How many people are here waiting? "8 others ahead of you." when I asked if the wait was long was told "I don't know. I dont know what the people ahead of you are doing." When I started to ask if a weekday was going to be this busy, she rudely interrupted and said "we are this busy every day, but we are just busier on the weekends." I asked if she was aware that she had just contradicted herself there. Her whole attitude was bad by then, saying that if I didn't want to sign in, there was someone behind me who did. I left. I hate samsung. I dislike this store. I don't need to stand around and wait for rude people. It's amazing how nice they were when I was buying their crap read more

Mladen helped me and this stores vibe has been totally re vamped! Everyone was so nice and on their game. Even kept their cool when a client who had been there for three hours totally ghosted them leaving them high and dry. My toddler got a little wild and everyone was so patient and kind! My phone didn't back up properly and mladen was so nice and patient and didn't mind going the extra mile to help back it up the right way before setting up my new one. If you've ever been to the store in the past give it another shot because it's totally different now for the better!! So happy that I came there and will be back!! Thanks y'all! Keep up the positive attitudes and great customer service! read more

Called AT&T customer service because iPhone all the sudden doesn't get service. They mailed us a new SIM card, still no service. Also tried to do updates, hard reboot, etc. So after 2 weeks, they told us to find an AT&T store and bring it to them so they can do a diagnostic & reboot themselves, which is why I am writing this about the 377 Denton HWY AT&T Store. I walked in, told the sales lady what has happened, and that the AT&T customer service sent us here, and she looked at the phone, said "You don't have insurance, you have to buy a new phone". She didn't try to run a diagnostic, reboot it or anything. She gave me a blank face like she wanted me to leave. So I did. And now writing my very first review ever! read more

if there's negative that's what my rating will be.. I have never give a bad review try to hurt a business, but this is extremely horrible till the next level read more

I really dislike this store. Every time I upgrade, I go into this store to get a new phone, and for whatever reason every single time an associate feels the need to make up some kind of warranty to sell a product. And then you go back into the store to fulfill said "warranty," and find out that it does not even exist. Forget this store and the manipulative sales associates they hire, I will no longer buy my products from AT&T, I will go to the Apple Store and buy them straight from the source because AT&T sales associates don't deserve to make a penny of commission off of my business. Sincerely, SO TIRED OF GETTING RIPPED OFF. Hundreds on insurance that gets me nothing but a 200$ deductible, I could replace my screen for less, why would I pay money every month, then 200$ when I actually have a problem? Oh yeah I remember because the sales associate told me it was FREE replacement up to 2 TIMES PER YEAR. A screen that guarantees if you break your phone screen they will replace it, just make sure you keep the box and the receipt, bring it back in the store and we'll take care of it. Yeah right! These associates are full of BS. read more