I went to the AT&T Store to get help setting up my new cell phone. A young gentleman named Kai was…read morethe representative who helped me. He was kind, very patient and efficient. He was great. I am not good with high tech stuff, and he made it simple and understandable. I really appreciate Kai's help and kindness.

I have been an AT&T customer for over 10 years, and this has been the most frustrating customer…read moreservice experience I've ever had. The experience started with Conner, the representative who sold me the new plan. I agreed to switch from my grandfathered unlimited plan because I was told I would still keep the HBO Max benefit that my existing plan included. That turned out to be false. After switching, I lost access to HBO Max, which now costs approximately $23 per month, completely eliminating the savings I was promised. To correct this mistake, I spent over six hours on the phone with three different customer service representatives. Eventually, one representative was able to restore my grandfathered plan and my HBO Max benefit. However, I was told that the only way to remove the unnecessary third line from my account without causing additional issues was to go to an AT&T store. I drove to the store expecting to finally resolve everything. Instead, I was told by a manager, Adam, that there was nothing the store could do and that I needed to call 611 again--even though I had specifically been instructed by customer service to visit the store. I then spent another 45 minutes on the phone inside the store, only for the representative to disconnect the call. To make matters worse, the area manager, Taylor, was in the store at the time. When we asked to speak with her, she disappeared into the back for a "meeting" rather than assisting a loyal customer who had already spent hours trying to fix a problem that AT&T created. The most disappointing part is that I originally came in to purchase a new phone using the upgrade that was already available on my existing line. Instead of helping me complete that purchase, it felt like the focus was on selling me an unnecessary additional line. What should have been a simple phone upgrade turned into days of wasted time, conflicting information, and terrible customer service. AT&T's departments clearly do not communicate with one another. Customers should not have to bounce between customer service and retail stores while each blames the other. After more than a decade of loyalty, I expected far better treatment. Instead, I was left feeling that making a sale mattered more than taking care of an existing customer. I cannot recommend AT&T based on this experience.

I am new to the Dallas area and my phone had stopped charging and was bugging out one morning. I…read moreneeded to get it fixed ASAP because it is my lifeline being in a new area and I have no idea where I am going. I had to stop and get directions to this place and I finally found it. Doors said they open at 10 AM and their website says the same thing. It was 9:30 when I got there so I decided to wait. I waited til 11:15 before I decided to try to get home! Again, I am completely lost in this new area, and I had to drive around for an hour before I finally realized where I was and made it home. If they would have been open at their normal time this wouldn't have been an issue! Very disappointed this all happened and wasted almost 2 hours of my time not to get help.

Long story short.. phone has not been holding a good charge lately. Went on yelp to find someone to…read morehelp out with problem. Sent out quotes & Muhammed was quick to answer with a great price ($60). Said it couldn't be done today, but to my surprise gave me a call back saying part was in store. I was in and out in less than 30 mins, with chit chat of course. Sold me an original charger for the phone as well at another good price ($20). All in all good prices and speedy service. Will return to get iPad restored soon. Thanks for your hard work.

While I appreciated the help from the floor staff during my phone purchase, I was very disappointed…read moreby the store's policy on defective accessories. A screen protector failing within a week suggests a quality issue, yet the store manager was unwilling to provide an exchange nor return. Buy your accessories elsewhere (like Amazon) to save yourself the headache and the money.

Customer service worst in business hands down they have too much automated system but wants and…read morediscusses sales and payment due instead of your needs

The crew here is great!…read more They are very helpful in person and over the phone. I recommend calling in advance to make sure they have what you need (ie. iPhone XR zag screen cover). If they don't, it can be a little disappointing, but no worries, they are willing to let you know when the stock comes in and even willing to give you a call.

$75 just to tell confirm your phone is permanently water damaged. They try to sell you their…read morebusiness with a false hope of repair. If you're already expecting the worst for your device, just take it to a cheap shop elsewhere.

Terrible quality of glass not durable or long lasting at all it popped out the same day when it…read morefell.

Fixed screen, battery,new case all in 55 minutes. Very reasonable price…read more Outstanding! Very personable.

I signed up for 5G Home Internet and canceled within 2 weeks. After cancellation and receiving my…read morefinal bill, I could no longer access my account online or through their app. It takes finagling and going through other departments to actually speak with someone when you do not have your mobile phone and account number assignment for the home internet, which you can no longer access since you can no longer login. I am being charged over $400 for one of the "FREE" offerings at sign up and after finally reaching them the first time they told me to call them back after a specified number of days to get a credit applied. I was able to get through after again jumping through hoops to get through the automated phone system and again asked to call back after a specified number of days. I spent 45 minutes, talking to 3 different departments, and still have not been able to be transferred to the correct department. It boggles my mind that employees actually make these decision on processes and systems for their company, go through development, testing and implementation. These people are actually getting paid to make mistakes and apparently do nothing to resolve or make their servicing better. Unbelievable. ABSOLUTELY DO NOT DO BUSINESS WITH THIS COMPANY!!!!!

The only bright side to my visit today was working with Elliott. After working with another…read moreemployee, didn't get his name, and I wouldn't name him anyway. Anyway, Elliot worked about 10 minutes and had the problem fixed with ease. Unfortunately, I had already spent an hour. Getting no help whatsoever. Also, I believe in opportunities for everyone, but you really need better. English speaking phone support.

I really wish I could put a negative star, I switched from AT&T to Verizon back in July of 2024…read more They had a promotion when you sign up as a new customer, you'll get a 65inch TV. I got three lines and internet when I joined Verizon. Let's just say it is now October 5th, 2024, and I still don't have my TV. l've contacted them 4 times in between July- October and each one stated they will put in a form to have a supervisor reach out to me and get his resolved as soon as possible, NO ONE HAS DONE SO. I too have seen that others had the same issues regarding this promotion. Verizon seriously need to make this right and get me my TV or comp off an entire month bill for the headache, the lies they promoted and inconveniences that they have caused me. I'll sit back and see if anyone will contact me and if they make this right, I PROMISE I WILL LEAVE ANOTHER REVIEW STATING THAT THIS SITUATION HAS BEEN RESOLVED AND VERIZON HAS MADE IT RIGHT, UNITL THEN I AM HIGHLY DISAPPOINTED AN I WISH I STILL WAS WITH AT&T.

I would rate them zero if I could. It's not Verizon itself it's the EMPLOYEES HERE AT THIS…read moreLOCATION. Not only do they stand there and do nothing, they do not even attempt to help. RUBEN IS A SAD EXCUSE FOR SOMEONE EMPLOYED. Zero drive to get a job done, or help a customer. I had to come in two days in a row to print a form Verizon required I send In. He LITERALLY told me go figure it out, then said why do I need to help you? Dude should NOT HAVE A JOB. There are driven ppl out there that deserve his position. And his co employee was rude as HELL! Told me I should have a personal printer lmao. What kind of employees are these??? I never seen such shame and poor customer service. I will be contacting BBB and filing a complaint. Keep in mind these are required forms from Verizon's trusted insurance partner but hey "we don't care" is what was said multiple times by all employees at the location except the female. I hope someone up top reviews this, you have 5 employees and not one customer each time I was there. I wonder why? NONE of your employees at this location are eager to sell, please or even enjoy a conversation w a possible customer. Equation for success? I don't think so. I could run that store w 1 employee and we would be pulling ppl in from the streets!!!! Your downtown you guys are lazy!! Yes keep sanitation around but wow have some pride in your work!!!!!!!! CHECK THE AFFIDAVIT ATTACHED.