Follow-up to my earlier review: The manager, Kat, did not…read morehonor the offer she put in front of me at the store. Instead, the price per month went up $20/month. I lost time to service, did not get the offer that was sold to me by the manager, Kat, and now I have no intention of going with AT&T at all after being lied to, judged and treated rudely.

I have been an AT&T customer for years and this was by far the most uncomfortable experience I have…read moreever had at an AT&T store.My family and I visited this location because my 19-year-old brother, who is a U.S. Marine and was home on leave before his deployment, needed to replace his broken phone. Since this was his first time purchasing a phone on his own, he understandably had questions regarding trade-in options. The interaction started off strangely when the sales representative asked for my mother's ID. After briefly looking at it, he immediately handed it back. My mother politely asked, "Do you still need my ID?" and he responded, "I said I needed it for a second, that second has now passed." The comment was unnecessary, bizarre, and immediately made everyone uncomfortable. As we continued discussing the phone, my fiancé simply mentioned that he didn't think a broken phone could be traded in. Out of nowhere, the representative threw his hands up and said, "Is it me, or are y'all extremely aggressive?" We were completely caught off guard. None of us had raised our voices or behaved aggressively. We all looked at each other wondering where that comment had even come from. The interaction left me so uncomfortable that I was literally shaking, and I told my fiancé we should leave and go elsewhere. We drove to the AT&T store at Willowbrook Mall instead, where we had a completely different experience. Caitlyn was incredibly kind, patient, and helpful, and manager Miguel was wonderful. They treated us with respect and made the process easy and pleasant. I also called this location afterward to speak with the manager because I genuinely would hate for another family to have this kind of experience. While he wasn't rude, he came across as dismissive and lacked the empathy and professionalism I have come to expect from AT&T. I understand mistakes happen, but I felt my concerns were brushed aside rather than genuinely addressed. Thankfully, the team at Willowbrook restored my faith in AT&T customer service. If you're deciding between locations, I highly recommend the Willowbrook Mall store. Save yourself the stress and go where you'll be treated with kindness and respect.

I will never go to this store again. The people in there are rude and lazy, and do not want to…read morehelp customers. When someone has to go in not once, or twice, but 3 times in less than 30 minutes because what you are telling them to do is not working, maybe you quit visiting with your co-workers or get off your phone and help the customer. When you have to ask for the manager to get help, then you are not doing a good job. I will never go in this store again. I went to verizon down the street, and told them how ATT treated me, and they were appalled, and they were very helpful.

Went in to upgrade my phones, but they were also offering a $500 incentive if I changed my cable to…read moreDirect Stream. I never received so I called for an update and they have no record of it! If your changing your cable make sure you have it in writing!

I rarely post negative experiences publicly, but after almost 4 months of dealing with AT&T, I feel…read morelike consumers need to know how broken their customer service process has become. On March 9, 2026, I called AT&T because I tried upgrading my son's phone and received a strange message showing he had supposedly already upgraded to an iPhone 17 -- which was impossible because we never upgraded his line. What followed was 2 months of endless calls lasting 2-3 hours each, constant transfers between departments, and the same scripted answer every single time: "It's just a glitch." "Please allow 3-7 business days." Nothing was ever fixed. After repeatedly starting over from scratch, I finally reached out to a former AT&T sales rep I knew who had moved up within the company. He escalated the issue to the Office of the President, and for the first time I thought we might finally get somewhere. That's when I learned the REAL issue: When we originally signed up with AT&T, someone internally failed to properly process my son's installment payments. My account is on autopay, so naturally I assumed everything was being handled correctly. Instead, AT&T's own error created a situation where the phone appeared unpaid and ineligible for upgrade. Eventually, after more weeks of back-and-forth, AT&T admitted responsibility. They charged me for the remaining balance, credited back the missed payments, and told me everything would update within 24 hours so we could finally upgrade the phone. "Sorry for the inconvenience." Except... it STILL wasn't fixed. Fast forward to Memorial Day weekend: I took my son to an AT&T corporate store to finally get his new phone after being promised for MONTHS that it was resolved. The store rep looked at the account and immediately told me: "You're still not upgrade eligible." My son was literally in tears. Since March, he's been repeatedly told he'd finally be getting his phone "soon," only for us to hit another dead end because AT&T still hasn't corrected their own mistake. Now the representative from the Office of the President has stopped returning my calls entirely. At this point, I'm asking myself why I'm still a customer. We have 9 lines with AT&T -- phones, watches, iPads -- and pay a significant bill every month. Loyalty clearly means nothing when customers are forced to spend months chasing resolution for a problem they didn't create. AT&T, do better. Because right now, companies like T-Mobile and Verizon are looking a whole lot more interested in earning our business than you are in keeping it.

I don't come here often, obviously, because we don't need (or want) phone upgrades frequently. But…read moreone of our old iPhones (don't even know how old it is) would only hold a charge for about 4 hours. Decided it was time to upgrade. Nothing fancy needed here - this is our home phone line that rarely gets taken out of the house. Picked the iPhone SE (3rd gen), which is actually the cheapest iPhone you can buy, but this was precisely the phone we needed. Chris helped me, and everything was smooth . . . other than the fact that he kept continuously trying to get me to change my plan, going on and on about how much money I could save. Declined. I also, due to past experience, told him all I wanted was the phone itself with no other add-ons. Nothing. No protection, no upgrade option, no NOTHING. And I did not want to change my plan. So, he starts setting up the new phone, transferring everything from the old one via iCloud. Then he starts telling me that if I change my auto billing from a credit card to a bank draft instead, I could save $50 per month. Woah! Hey, I'll do that. Back and forth trying to figure out my bank info (did not have my checkbook for routing and account numbers) and I am so reluctant to use my debit card. It seemed, though, that the debit card was my only option, so he takes that, I enter in my pin number (while he watches - what's up with that?) and then tells me that "Ok, we'll get your plan switched now." What? I immediately went into "What are you talking about, changing my plan?" mode, only for him to tell me that if I wanted the $50 savings with an auto pay from my bank, I needed to change the plan - to the plan he was trying to sell me when we first started and I had declined! Quickly nixed that whole thing, changed my auto pay back to my credit card and confirmed that our plan would not change - at all. Needless to say, when I got home, I immediately logged onto AT&T to make sure that nothing had been switched, then used my banking app to change my ATM pin number (that's a really freaky feeling thinking that someone was holding your debit card and then watched you enter your pin). If you go here for an upgrade on any device: --Make sure you tell the sales associate EXACTLY what you want. --Listen carefully as they give you the whole spiel about "saving you money" or "this would be a better plan for you" or "you need this add-on because . . ." --Remember that all of the cases and accessories here are super-pricey. Obviously I needed a case for this new iPhone, and the cheapest one here was $40. Came home and ordered a better one on Amazon for $12. Same goes for additional chargers or charging bricks. --Log into your AT&T account online after you leave to make sure nothing has changed that you did not authorize and no new charges have been added without your consent. So wish that every time I leave this store after shelling out a bunch of money that I don't have this feeling in the pit of my stomach that something is wrong or that I've just been taken for a world-class buggy ride. I also wish that AT&T would be environmentally conscious and accept old phones for recycling. I got no trade in on the old phone (yeah, too old), and now it sits in a drawer waiting until I drop it off somewhere to be recycled.

Exceptional Service at AT&T Cy‑Fair (12020 FM1960RdW, Suite900, Houston, TX77065)…read more I was at my wit's end after visiting two other AT&T locations with no success--my phone fell in water and had been lost for a week, and I have a complicated phone/internet plan that no one seemed able to resolve. Then I walked into the Cy‑Fair store and everything changed. Joseph and the rest of the team were incredibly knowledgeable, patient, and truly went above and beyond. They stayed past closing time without hesitation to make sure I left with a working phone and peace of mind. I felt heard, supported, and never rushed--something I hadn't experienced at the other locations. This team delivered the kind of service you hope for but rarely find. Friendly, professional, and committed to helping people, even when it's not easy. Huge thank you to Joseph and the Cy‑Fair AT&T crew--you made a stressful week so much better.

The worst company, you can't cancel your services until they want to stop charging you, they charge…read moreyou even what you breathe, they charge automatically if you authorize it, they are thieves.

I was a walk in customer and an attentive AT&T representative, named Diego was eager to help with…read moremy iPhone SE. They were very patient to provide details in resolving my issues with retrieving messages. I'll go back to this store location!

They charged me for home internet equipment even though the sales associate said there's no up…read morefront fees for equipment. I paid 55 for that. Then when I called their customer support for help with installation since it wasn't working, no one came out even after following up for 2 weeks. I had to finally return the equipment, but by the time it registered as returned I was billed a second month for internet that I was unable to access. They are a scam. Just go to T-Mobile. This is a lazy scummy company

Had an obscure problem with my Caller ID on a new iPhone. Stopped by. They fixed the problem…read morequickly. In and out in ten minutes. No charge. All done with a smile and a handshake.

Ken and his team at the AT&T store on West Road are unmatched in customer service. Before coming to…read morethis location, I called ahead to check their hours of service. Ken reassured me he would be there to process my request once arriving at the store. When I got there, he greeted me with a smile and walked me through the specific of the different WIFI packages offered and apologized for the unfortunate experience I had with the previous AT&T rep at another location. Once the appointment was confirmed, he followed up the next day and was on the phone with internal support for over an hour until my request was processed to satisfaction. His service was comparative to none as well as went above my expectations to provide a job well done!

It's been a long time since I've walked into this AT&T authorized reseller store. I guess a lot…read morehas changed. The AT&T Corporate store used to be a bit of a drive away. Now that it's been relocated to the Grand Parkway Marketplace area, we've been going there for all of our upgrades and purchases. Recently, though, we were looking for a specific phone to get as an upgrade and there were none to be had at the corporate store. So we stopped in, on a lark, at this reseller store that used to be my normal AT&T store. First, the store is a whole lot bigger than it used to be. The wait for help is a whole lot longer than it used to be too. And the sales reps are a whole lot less helpful than they used to be. After waiting the 15-or-so minutes for them to unlock the safe to see if they even had the model we were looking for (they did not), we decided to leave. But not before the rep, once logged into my account to check the upgrade status, started asking a bunch of questions: are you a teacher? A first responder? Do you work in the medical profession? And then some other questions that were - wow - way too much. It was as if she was attempting to alter my account or my plan. Yikes! Shut that down. When it was determined they did NOT have the phone, drove home and ordered it online through the AT&T website. Much, much easier. If you're an AT&T customer and need help or an upgrade with your phone, simply drive a bit north to the corporate store. A much better experience with much more knowledgeable sales reps. Or order your phone online. Probably the last time I'll come here.

I'm not sure where my head is ATT but here goes…read more Barbie is strongly considering switching over to Verizon because of all the problems she's having with AT&T but this particular store is pretty cool and we've been in here twice. Pretty decent people both times.

Tried calling the store to see if they have a phone in stock. Called twice and both times their…read morephone was static and broken. Pretty sad when a phone store has poor phones

I've been an ATT customer for years (over 30), have been to many ATT stores and purchased a number…read moreof phones and accessories. I recently dropped my iPhone and was in need of a new screen protector for my replacement (so thankful for insurance!) I know I can purchase a screen protector on line and save some $$$, but I wanted to buy it in the store so a profession could put it on my phone and avoid bubbles and finger prints. The sales associate less than enthusiastically agreed to put the screen protector on my phone and said he'd try to put the camera lens cover on. He got the screen protector on (with what appears to be lint included on the edges). I had to ask for a cleaning cloth to try myself to smooth the edges. After working a few minutes I asked for assistance. The manager on duty rubbed on it with his fingers (leaving smudges) and said, sometimes the humidity does that. Really?! No, you all did a bad job!!! In addition, the lens cover he sold me was the wrong size (and they didn't have the correct size in stock). Of course, that was refunded. However, if the associate would have listened to me when I told him what phone I had....he would not have inventory he could not sell (because he opened it and tried to install it). At least he realized it and didn't stick it on my phone anyway. To top it off...I had to ask for a receipt. Isn't it normal to ask the customer if they want a receipt? The customer service is clearly lacking!!!