I went there to get new cells for myself and my husband. It was a circus!!!…read moreThe sales pitch to get us to change to ATT internet was unending!! Once the salesperson has finished their 20 minute sale, the manager does a tag team and begins his 20 minute non stop pitch. It's ridiculous. Even when you tell them you already have someone else, they tell you to take their service anyway and let it lay dormant. It's insane!!! Never again will I go there to get a new iPhone. I'll go directly to an Apple Store.

Edited: I just found another $12.00 per month of unauthorized charges these guys stuck us with…read morewithout even mentioning they were including on our contract. They included a "Next up" program at $6.00 per month per phone (2). Next up allows one to upgrade their phone once they pay 1/2 of it off. They didn't tell us about it. We didn't ask for it. We don't want it. **************************************************************** This used to be such a great store but has really gone down hill. We're a long time AT&T customer. My wife and I have been with AT&T continuously since 1998. We've used this store for all our cell phone needs since we moved to this area in 2008 and, as stated above, they've always been great. Not anymore. I recently traded in my old Samsung Galaxy for a new Galaxy S24 Ultra 512GB phone and I love it. It is a fantastic phone. However, my experience with this store was beyond abysmal. First the salesperson who helped me with my new purchase sold me a $17.00 / mo. replacement plan without telling me. I ended up having to contact AT&T direct to get it removed from my contract. I didn't find out about his little under-handed sales tactic until I brought back my old phone as a trade-in (they allowed me to take my new phone home to transfer all my stuff to the new one & gave me 30 days to bring back the trade-in. I did appreciate that, but...). My wife was with me when I brought the trade-in back & we decided to upgrade her to a newer iphone since she was due an upgrade too. She selected the iphone 19 pro. We had a different salesperson & when he asked us if we'd like to purchase the replacement plan, the hairs on the back of my neck stood up. I realized at that very moment that all those text messages I had recently been receiving about all the perks in my protection plan meant that I had bought something I didn't ask for and was never told about. When we got home I logged in to my AT&T account to check my contract &, yep, there was a protection plan line item listed. I ended up having to call customer support & wait the obligatory 30 minutes to talk to someone but they were able to remove the protection plan. A few days later I returned to the store to drop off my wife's old phone (same deal - take it home transfer the stuff from the old phone to the new one - bring back the trade-in within 30 days). When I came in all the sales-staff were helping other customers. No greeting, not a "howdy, we'll be right with ya", nothing, nada. As I wandered the store waiting, the manager came in (I found out on one of the other times I was in the store that he was the manager, at least he was introduced to me as "the manager"). We'll refer to him as Baggybritches because he apparently likes to dress in the old-school "sagging" tradition, more than a bit unprofessional in my view but hey, to each his own - whatever. Baggybritches immediately went to the back without saying a word, dropped off his backpack, came back in & parked his over-sized hams on a stool in front of a computer and busied himself. I've been in the store 10 minutes or so now & still no one seems to have seen me wandering around. So, I go to the front & stand in front of Baggybritches with the trade-in in hand and stand there. I started to ask for help but decided to just wait and see if anyone wolud even acknowledge my presence. Fed-Ex shows up with a delivery, Baggybritches finally looks up from the computer and acknowledges Mr.Fedex. After dealing with Mr. Fedex and putting up the packages, Baggybritches approaches the salesguy who help me with my purchase (he was standing near me talking to another customer) & asks if anyone else in the store needed help. The salesguy mentioned that I was there to trade in a phone (I guess he did actually see me) & there that there was another lady needing help with her ipad. Baggybritches, walked over to the lady and helped her figure out whatever issues she had (she had arrived before me). Then and only then, he finally acknowledged my presence by asking me if I was there to bring in a trade-in. Finally, 25 minutes after I walked into the store - someone spoke to me. Final straw. Hello AT&T. I'm an online only customer from this point forward.

They need More employees to help or actually do there job. I clocked in for an appointment got…read moreskipped 3 times and only here to exchange warranty accessories waited a whole 1hour and half and still waiting....... Jose was the guy that skipped me and then try to actually check accessories to make sure it was not working and it did not worked like I had told him he has now been making me wait longer on purpose and I am still waiting and I asked for manager and still didn't get no help he told me her name was Andrea after 2 hour wait long he said he couldn't find device on system on purpose and then finished exchange accessories

Forced to ask store to seek help after AT&T phone customer service persistently refused to address…read moremy attempt to get help addressing its report that it's records reflect I have more than one service with it when I on,y have mobile, for nearly two hours insisted the actual account number read directly off my myAT&T app didn't exist and refused to address other suspicious activity on my account. The store representative confirmed my identity and the accuracy of the account info I provided to a different customer service rep who in addition to claiming I have other services I didn't order and reporting information on my account not matching mine. Nevertheless AT&T continues to dent any identity theft or other problem with my account. Sounds like it's still playing fast and loose with customer data a cybersecurity even as it is still working to settle liability for other prior similar mishandling of customer accounts and data. https://complexdiscovery.com/att-repackaged-data-leak-2025-new-risks-from-old-breaches/

The representatives demonstrated patience and expertise in helping me understand billing. They…read morehelped me with my access to the AT&T app. Overall, kind and very educational experience! Thank you, Rylie and Matt and Takehya

Went there five times in a month to attempt to get billing and services worked out. Each time they…read morewere more concerned with making money than keeping a customer happy. I had to go over the phone to threaten termination of service to get my issues resolved. Will not go back to this branch for any reason. Only reason I gave two stars instead of one is at least they smile and are friendly when not doing what you need.

I am updating my review to 5 stars. I talked to the manager Chris regarding my concerns and he…read moreaddressed each issue. He provided me a better phone number if I have any issues in the future. Thank you for being a leader and setting a good example for your staff. The customer service is excellent!

I have 2 issues with this store, adding extra fees without permission and horrible customer…read moreservice! 1. I traded in 3 phones and said no to all upgrades, however when I looked online at home I was being charged an extra $110.00 (not counting tax) A MONTH!. They added Next up Anytime and Protect Advantage onto the phones without my permission!!! 2. To correct the above issue I made a reservation online and went in 5 minutes early. One employee was just sitting at a table looking at his phone. There was one other person waiting besides me. I saw my name on the screen for my appointment time. I stood there for 15 minutes with never being acknowledged by anyone, then my name just disappeared off the screen! Customer service is horrible!!!

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

LIED TO! I went in to RETURN a phone from a different…read morelocation (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!!

Awesome customer service from Michael. Got me in and out quickly when getting a new phone. He knew…read morewhat he was doing and made the transition incredibly simple and seamless.

Let me start with the reason I'm writing this review. Jamie (the manager of this store) just cost…read moreme $400 because of her incorrect information. My story begins on the morning of 9/14/26. I walked into the Rowlett store to get some help with my prepaid plan. At the time there was no one in the store but me and 4 AT&T reps. I was approached by one of the reps. Unfortunately, he nor the other reps had any knowledge about their prepaid plans and how the money on the card could or couldn't be used. I asked for the manager's number to make an appt to come in and talk with her about my concerns. The rep was unable to provide me with a direct number for the manager. I was given the general store number. I called Jamie on Tuesday and made an appt to meet with her on Wednesday 9/16/26. When I got there, she was with another customer. When she was available, we discussed whether the $400 on the prepaid phone could be used to purchase a monthly plan and the answer was no. However, she assured me with so much on the phone, I should be able to stop making monthly payments because the payment should automatically be taken from the balance ($400) until the balance was low enough to start adding more money. At that time, I would need to start the payments back up. The payment was due on 9/22/26. I followed the instructions given by Jamie and didn't make a payment. When I check the acct. on 9/23/26 to ensure the directions I was given were correct. They were not. The entire $400 was now at $0. I quickly made a $5 payment to keep the acct. open with no interruptions. I am told that the funds can't be reinstated. When I tried to call Jamie for assistance, the phone number no longer works. The prompt say to push 1 to talk to the in store reps. When I pushed 1, I'm disconnected. $400 is a lot of calls and text msgs and I want those funds reinstated due to a manager providing me incorrect info. I have also similar information online. If you are going to offer this service, a. teach your employees the programs requirements, b. take responsibility for the misinformation your staff provides, and c. have alternatives when the phone isn't being used and the balance starts to get high. I purchased this plan for a family member to have access to a phone in the event of an emergency or in TX cases, power outages! Please have a manager contact me with a solution. I have also reached out to the Rockwall store and have left 3 msgs with no response. They can leave a response on this review with the phone number to contact them I have been a loyal customer for over 25 years, where is your loyalty to your customers? AT&T is not the only game in town!

Lexi is an amazing helper and she deserves the best and a raise 10/10 she made everything really…read moreeasy and simple.

I went to this AT&T store when my email app completely quit working. I bought a brand new iPhone at…read morethe Apple Store in Dallas hoping they could help me retrieve my emails, no they couldn't help even though they helped me before. But Daniel at this AT&T store got it working for me in a few minutes. Most AT&T stores don't have knowledgeable techs but this place did. Daniel was great. If you need a tech to help you in person go to this place. I'm so grateful Daniel thank you very much!!!!

Knowledge and efficiency all in one store. I always get the help I need when I come in with my…read morerandom questions and need for help!

I went into the store on Thursday, 11/14/2024 to upgrade my Iphone to the 16 iphone. The sales…read morereps was nice, upgrade went well. However when I went purchase the Ipad 10 Gen for the promo of .99 cents per month, that part was ok, then he (Noah) informed me that it was now a requirement to have insurance of 18.00 per month now on all devices. I said I did not want it and not to put it on, but he did. The next morning, I called into customer service and they informed me it was not correct and removed the insurance. Yes I have it on my phones. My point being he lied to me to make commission. That is so sad. I have been with ATT for close to 30 years, yes that long.

Came in to return an iPhone I had purchased. Manager and her employee acted ghetto told me they…read morewouldn't do it for me didn't understand why I wanted to return the phone to their store. I explained to them I had to return it to a corporate store since I bought the phone through the app and it was within 14 day period. They got mad started to do the return then said " there will be a restocking fee and I can tell you right now you can't return this phone." I asked why she said it was significantly damaged which it was not it was perfect. Stay away. Att corporate contacted. Phone returned through another store zero issues totally different attitude. Manager to customer .

came in for my fiance to upgrade his phone and possibly a watch, turned out that had a deal for buy…read moreone get one (with only paying for the line on the second one). we were also about to get my phone/number transferred to his account at this time, and then realized i was eligible for an upgrade (which id been wanting). enrique was awesome, he answered all our questions, and overall was a big help on this visit! will definitely be returning to this store :)

William helped me resolve an issue quickly and efficiently. He was professional and courteous…read more Thank you William!

I don't know if service is as bad in all AT&T locations but the last few times I have been to this…read morelocation have been a total waste of time. The associates were rude and didn't act like they wanted to help or even be there. Save yourself some frustration and go somewhere else.