I would give this place 0 stars if I could bad service more than 1hr waiting no fast movement at all from employees

An hour and a half, to get a new line and 8 people waiting behind me? This is ridiculous!

Great service. Needed an Apple Watch and Alexander took great care of us. Really friendly and so much knowledge about the product. Made the process very easy. ATT, you need more sales members like Alexander. read more

There no 0 star to choose, customer service is very terrible, people working here just for show, no help or recommend, all their gave is bad options for u to choose read more

2 managers just sitting down talking while 1 employee is expected to take care of a line of customers 1.5 hrs before closing. The couple before me were language requests but I was not. I just had to drop off a trade in. They didn't even look up when people walked in. Just let people walk around looking lost. Ridiculously awful customer service. I will not come back to this location. read more

Manager terrible. There were 8 people in line. He never came out to help anyone. Lazy people these days.

If you need a phone don't come here! We got charged for a phone and then were told about the trade in option! Had to call ATT and they wouldn't provide the IMI from the other phone until I used profanity with them! I can't believe how long they put us off after they got our money! They SUCK!!! read more

Since the amazing Rod left.... The British wonder left.... Robin was off.... We drew the Jesse card. What a let down! I dragged my husband out before we really acted a fool but good grief. AT&T does NOT care about customer service. Asurion is even worse. You pay for insurance and they don't replace with what you have or care. Strongly considering moving service after almost 30 years with them. Highly recommend NOT going to this store!!!! read more

I've often said that good customer service can hide a lot of sins for a business. Unfortunately, I had failed to see that, in the years we have been coming to this AT&T location, the customer service declining until you find yourself livid over it. We visited the store to upgrade phones, as we have done yearly. This time, however, every request, option, and need was met with disappointment. 1. "Do You want two of the same phones? Sorry, we only have one". 2. "I'll have to do each transaction separately because our technology will crash if I don't". 3. "Screen protector, we don't have the model you want". 4. "You want me to check another store for the model of phone we don't have? Oh, you can call them yourself". At every turn, there was negativity or a problem (combined with an excuse as to why). Add to that, the fact that the in-store wifi was unable to support an attempt at data transfer between phones. The rest of the crew" lounging on the other end of the store. It was so bad, that this time, I seriously considered quitting and seeking another provider. But we all know you can't quit phone providers. They'll find you and shoot you in the leg! I'd almost take the leg wound. ***Edit after new information. One of the phones we did get, was for my daughter. When trying to sync the old phone with the new phone so that she could turn it in, the regularly scheduled closing time came. No resolution? Too bad. She was shuffled to the door, allowed to take both phones, and just said she had to bring the old unit in for turn-in at a later date. read more

Every time I deal with AT&T, I'm reminded of why we left them. We are in the process of setting my grandmother up for their Access Internet and Pre-Paid GoPhone. It took two technicians the course of two weeks to set up the former, and so far, a week to get the SIM package and half a day with 4 different reps for the latter--online chat, email, in store, and currently going on 32 minutes with the rep over the phone. I have a similarly angry and long-winded story as previous reviewers but AT&T doesn't care. The rep at the store looked relieved to hide behind a policy because he wouldn't have been able to help with the actual problem anyway. (My grandma was not present.-But the address on my license matches hers and my name is on the bill. -Can't do it. -Ok, then can I call her for verbal permission, since we're able to do that from home? -We're in-store so she needs to be here face-to-face.) I've never been so grateful for my Cricket Wireless! read more

Nick Welsby was amazing fast and handled EVERYTHING In a Lightning speed manner. If you come to this store YOU HAVE TO SEE NICK! Tell him Juan sent me! read more

0 stars if possible. not this store in particular, but never ever use their internet or tv!!!!!! sit on hold 4 hours chatting for 1 with nothing done. make appointments where no one shows up. no one can do anything to make you happy. worst company ever. the worst. company. in. the. world. they give first responder discounts and then spit in your face about it. no respect for anyone in military, first responder, etc. they miscommunicate everything, and i think it's on purpose. shame on this company. shame on everyone who pretends to work in customer service for it. disgusting company. i have never felt so violated by a company that pretends to care and utterly could not give less of a crap. oh you also stay on hold for five hours. read more

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Process to add a line and transfer an existing number was quick and easy. Many thanks to Robin who was so helpful and knowledgeable. Thank You Robin!!! read more

There staff is very rude. I made a purchase online spoke to customer service to purchase a new phone they took $300 from my account. When i show up to the store they tell me my order has not been received and they cant do anything. I call customer service and they told me the same thing the store has my order and I just have to pick it up. Now the store sees my order and tells me i need an additional $600. Why is that ? I was already charged $300. Now i have to wait days for a dang refund att lost a customer for sure. I feel very scammed by this company read more

UPDATE: I called the store to speak with the manager about my experience, and Daryl just so happens to be the manager. When I asked him why he turned us away instead of helping like Johnathan did, he said it was store policy - what I needed just isn't something they do. I told him he could have helped anyway. After all, Johnathan's help led to a sale as I bought a screen protector, lightening cable, and charging block spending roughly $100. He insisted that he did nothing wrong that it was just store policy. He asked if I needed anything else, and I asked for an apology. He again said he did nothing wrong and just followed policy. It seems like if the store's policy is to NOT help their customers, and the manager's stance is to uphold that policy, then I will be taking my money elsewhere. Or perhaps this store should replace their manager... My mother locked herself out of her phone, and after visiting the Green Oaks store and the Apple store in Ft Worth with no success, the AT&T customer service line made us an appointment with this store and assured us they would be able to fix the problem. However, Daryl said there was no way to unlock the phone at his location because they didn't have the proper equipment, but Johnathan said he would like to give it a try. I told him that Daryl already said it was impossible, but Johnathan was persistent and said he liked challenging situations. Sure enough, it was Johnathan for the win. It took some thinking outside of the box, but he was able to unlock my mom's phone. Not only was he patient and kind, but he was determined to meet the needs of his customers. Please make Johnathan the manager or give him a bonus or a raise or something because it's people like him that we need working customer service, and we could sure use more Johnathans in the world. Thank you, Johnathan. read more

This location is insanely packed. For as many employees they have working here, the wait is incredibly long - . Thankfully they have a queue screen which lets you know where you are in line. The only pitfall is there isn't a place to go once your name is up so it's quite easily to get passed over. They should set up a counter that a customer can check into once their name is up. I suppose you can come during off-peak hours but honestly there are so many stores that are dead so you can get in and out quicker elsewhere. :) read more

Just FYI- went in 1:30pm on a Friday- few people in the store- lady checking in at front said no idea, maybe 30-40 min wait- I asked a better time to come in? She said 'maybe 1-2 hours'? Useless! I'll go somewhere else! read more

This is one place that seems to not be able to get anything done in less thn 1.5 hours. For Pete's Sake. Try the other locations nearby, in and out in no time at all. read more

Wait too long. What the hell takes so long to buy a new phone? Well, I think the sales pitch is bordering on buying a new car with these folks. Since when did buying a phone become so complicated? I think these sales people are trained on how to chat you up, get to know a little about you, be all relaxed, then start throwing an onslaught of numbers at you regarding prices, contracts, how they are going to save you money and so forth. It is all designed to get you to spend more. Just give me my phone. I would pay extra to be out of there in less than 20 minutes, not 1 1/2 hours. read more

My husband and I went to this store a week ago, and we're still trying to fix everything they messed up. We spent almost 3hrs in the store, when all we wanted was to switch me over to my husband's plan (I was on my brother's) and order me a new phone (I had an iPhone 8). Kevin, aka the worst, told us it would be incredibly difficult to switch me over, so I should just get a new number, even though I told him I didn't want that. My husband is a first responder and wanted to set up FirstNet. Kevin again says he'll need to add a new number to the account for that to happen, even though my husband told him he didn't want one. Kevin was pushing accessories and assured me the iPhone 12 Pro cases would fit the iPhone 13 Pro. -When going to a different store location, it took all of 5sec to switch my original phone number to my husbands account. I was informed Kevin did it the other way, so I would be charged an activation fee & would lose my upgrade. -Kevin set 2 #'s on my husband's 1 phone, but had it charging as 2 separate plans. Also, it must have been set up improperly because it didn't work. -The iPhone 12 Pro cases do NOT fit the iPhone 13 Pro, and it's apparently a huge pain in the butt to return accessories. -Kevin set up our account with 4 separate plans, so we would be paying around $400 a month for essentially 2 cell phone lines. He put each number on its own plan, including the new phone number that I'm still struggling to get taken off. -Over this past week I've probably spent around 8hrs either in an AT&T store or on the phone with customer service, and I still haven't managed to undo all the BS that Kevin did to our account. Even the last service rep was astounded when he looked at our account. That's how you know it's bad. Do not go to this location, others are bound to be better. Clearly they/Kevin were trying and succeeding in charging us an obscene amount of money. Learn from our misfortune. read more

Slooowwww Service! Several employees standing & waiting on a side wall staring at the crowd while 6-8 names are on largely blaring on a TV screen as to whos next!!! Withh only 3 employees on the floor... my sole reason for visiting this place was to pick up an already purchased mobile phone... Transaction only took 2 minutes with a wait of over 30 minutes. Way too much overhead employees at this place! read more

Honestly had a great experience here, got in on AT&T's buy one IPhone and get one free. Carlos helped explain the pricing policies and his managers who helped us thorough the process were very friendly and helped us pass the time while all the information was being transferred to our new phones! . I could see the wait time definitely got longer during our stay but I didn't see anyone goofing off so I don't really know how it could be changed. They had a lot of employees working so I think they were doing their best given the traffic that came in. I know it's hard to go during the day but traffic is definitely better during the morning or during the afternoon. (Not during the meal times obviously) read more

They don't let customers use restrooms and we had to use a close by restaurant. Manager and personal did not even greeted us when coming in.

I went to do an early upgrade since I broke my phone. The rep looked at my account and said all I needed to pay was $224 and I could walk out with a new phone. After I paid him, he came back 15 minutes later saying I had an outstanding balance and that I would have to pay another $200+ to walk out with a phone. So why didn't he see that prior?!!! This store would not refund that money and lied as to what it went to. Horrible customer service EVERY TIME!! I've been with at&t since they bought out Cingular!! I am currently switching to another carrier for mobile and internet!!! BE AWARE!!!! read more

Horrible store. Nick at the front door gives horrible sevice. Have been given issue after issue with different stores and this one tops it. Only reason why I am leaving AT&T is because of this reason. read more

Came in late around 6pm on a Wednesday after class. I was on my way back home so I decided to stop and ask some questions. So glad I came at this time too cause based on the other reviews this is a very busy store. Anyway I was greeted by about 5 guys standing at the door and I was fortunate enough to be help by the nicest customer service Rep. I believe his name was Jonathan. He was very knowledgeable with the service and their products. He answered all of my question and I didn't feel rushed at all. The ONLY thing that I was upset about was that at&t offers absolutely no deals for their current customers. We have been with them for years and all the company does is try to get more money out of us. If it weren't for my husband working in areas that get little signal we would have switched over to another company a long time ago. read more

We were impressed on our initial visit, Bryant helped us with the buy one get one deal on July 4th, 2019. He took advantage of my mom and told her since she was a military veteran she was eligible for additional discounts on each phone line. His main selling point was that the deal and additional discounts would take effect immediately. Here we are now, not even a month later, extremely irritated with how we are being treated. Turns out the buy one get one deal credit won't be reflected in our bill until after two billing cycles. My mom went into the store to talk to Bryant, he was at lunch so she tried to speak to the manager. He said there was nothing he could do (I'm sure there was nothing he was willing to do), that she shouldn't be getting any discounts on her line, and that she needed to call customer service. Then proceeded to walk away from her mid conversation. The employees at this store are rude, unprofessional, and straight up lied to get our business. I'm not sure how AT&T even continues to allow this store to operate based on my and other reviews. Do yourself a favor and shop elsewhere. read more

Ask for Jazzmen!! She's incredible and super accommodating. My dad and I came in to get two things accomplished 1. Switch out a Galaxy Edge 7 after a wonky update 2. Upgrade an iPhone since my screen broke. Jazzmen literally did both things simultaneously and I even changed my mind in getting the 7 and wanted the 7 plus instead (after opening it). She even had her manager waive the restocking fee of $45 since I had already opened it! She made all the returns swiftly AND she was on the phone to get the warranty for the galaxy edge at the same time! She's a multi-taster extraordinaire!!!! Jazzmen, you are wonderful!!!! read more

Jazzman was awesome! Great customer service while in the store and even via text after we left. She saved me at least 150$ a month between my phone plan and my Direct TV. Went above and beyond! read more

Worst customer experience ever! I have 3 lines, direct tv and internet and I'm super happy that my contract is up for direct tv. Calling the 1800 number is a night mare read more

THIS COMPANY MAKES ME SICK. I've never dealt with a company so full of shit in my life. So far my phone, Internet and cable bill have all doubled when I was told they would be cut in half. A month and a half ago we switched from sprint to att. We were told that switching to direct TV would save us $70 on our bill. We switched to direct TV and had mailed back our U-verse equipment. A month later i look online at our account and not only do we have $140 bill from uverse, we also have a direct TV bill. I call att and she told me that she would take off the $140 bill. She also told me that our interent option of $25 was no longer available and I would have to upgrade to 45meg bonded pair for $50 a month. On top of that she said I had a THREE HUNDRED DOLLAR credit to my account due to being screwed over on my phone bill by over $100. However, I still have a bill of $58...when she said I wouldn't have a bill for 2 months because of my credits. WHERE THE HELL ARE MY CREDITS?!?!?! This morning the tech came to my house to upgrade my Internet. Before he even came inside he said that there is no reason for me to upgrade. He said i don't need a 45 MEG bonded pair since all I use is WiFi on my phone. My 18 Meg single pair is more than enough. He also said my Internet alone is $131.60 ONE HUNDRED AND THIRTY ONE bucks. ARE YOU KIDDING ME?!?!?! I was already told internet would be $50 and the tech told me even that price is outrageous. He said ATT has internet for way cheaper than $50 and I looked online and he is right!!! Now our phone bill: when we switched we were told by Britt (she has worked there 4 years and is a manager in training) that our phone bill would be $175 TOTAL, everything included. She said that insurance was included in that price. She also said that we were eligible for work discounts. We got our phone bill and it was $262. Yes, TWO HUNDRED AND SIXTY TWO DOLLARS. We were charged insurance, a million fees she never said a word about, and there was no work discount. I took our bill to the store and was told that "employees often say whatever they need to say to hit their quotas. Nothing can be done and sorry but you're stuck with what you got." Funny that when we were switching I had no clue about getting a free iPhone 7 if you get direct TV and our sales person didn't tell us that either. So we got screwed out of that promotion as well!!!!! I'm outraged that EVERY SINGLE PERSON I have spoke with (minus the tech) is a disgusting liar, trying to rob me blind and screw me out of money we work hard for. I will not be treated this way. Make this right AT&T. read more

This store has a customer service problem. Personnel will lie to you to sell their product. Went back to the store with issues and was told they would take care of the problem but never did. Finally spoke to someone on the 800 number to see what was going on. All the stuff that was promised to me were lies. Get everything in writing with their signature or record your conversation is your best bet. Not going back to this place. read more

I had an absolutely miserable experience at this store. I'm traveling abroad and wanted to add passport (a 30-day international add-on plan) to my existing phone plan. My parents had gone into this same store last weekend and were told that it would not be a problem. I went in today and was told that it would actually be a problem. I was told that in order to add passport I would need to change the base phone plan for all three lines on the account. First of all, if I was just adding passport to my phone line why on Earth would I have to make changes to all of the other lines!? The changes that the sales lady told me I would need to make would, of course, have dramatically increased the cost of the phone plan. I informed the sales woman that my parents had already verified that I could just add passport to the existing plan at this same store not even a full week ago. I asked for additional clarification as to why I would need to upgrade my phone plan and she gave me the run-around and all she could say was my phone plan was "too old" (aka a better deal than all the newer plans) and that her manager had told her she couldn't do it. Not wanting to alter the state of my family's entire phone bill, I went home to go online and explore other alternative options. Once online, I logged into the AT&T website and was able to add the passport plan that they would not do for me while in the store! WITHOUT making ANY other changes to the account!! Long story short- I went online and was able to accomplish in less than 5 minutes what the either lying or incompetent sales people at this store were not able to accomplish. Absolutely ridiculous. read more

Very rude associates at this store. Was told by corporate to visit and get a simple watch replacement and they would not even look at the notes. read more

They should be ashamed of themselves. Actually, I should be ashamed of myself if I don't get my entire region in Rendon/Mansfield to start up a class action law suit. I get it, we live in Pseudo Country at the end of the line for AT&T. Don't try and blow smoke up my &$$ and tell me I am going to get 16MBS and let me pay for it and then give me 1.5 MBS. If I ordered beef through a company and payed them to deliver 16 steaks to my house per month and they only sent me a steak and a half per month, it would be a big flipping ordeal. Somehow, they think it is ok to not deliver what they contracted to do because they have a monopoly on the area. Deregulate my &$$, we need some regulation out here in Mansfield/Rendon TX. If yo call them, you magically get bumped up to 17MBS for about one day, then back to complete $hit. If you can give it to me for one day, you can give it to me everyday, especially because we have a damn contract that you will do so. Come on Spectrum, get to work. Getting rid off my phone too read more

Drove 45 mins to get to this store which was closest to us. Got here to get an upgrade on my phone, which was due, Allen the sales guy told us that AT&T does not do upgrades anymore, they only do the NEXT plan or pay the full price for my phone ($800). He was extremely shady and we could tell he was lying to our face about our options. We left and called AT&T to speak to a representative over the phone, they explained we are due for a regular upgrade for only 125.00 and that AT&T still allows regular upgrades. I've been without a phone now for 2 days and was hoping to have help at a store, but this place or just this employee only gives horrible shady service. read more

Wow. Just wow. This must be the worst AT&T store I've ever gone too. So I came to get an IPhone 7. There's two door greeters, a couple of employers helping customers, and a couple at a table. I thought to myself, I'm just buying a phone and paying full price, maybe I can ask someone about it since I'm sure everyone that works there knows the answer... nope, I had to wait. I looked around and there's some staffs that aren't doing anything. I asked an employee there and let me tell you something, she's ridiculously rude. I asked if I would have to wait even if I'm just buying a phone, " she replied with a quick "yes" and looked annoyed. The thing that bugs me is, if you're working, clocked in... please be professional. This chick who I looked at the name tag (Anna) is chewing gum while greeting people. She honestly ruined it for me. One good reason why I wouldn't be back. Seriously, I was disgusted. After waiting, I had to run errands so I told her I will be back... came back to be told that they didn't have the iPhone 7 in stock. Wow, what a waste of my time running back and forth. -.- read more

Ivan is great - he set up the new phone, gave us some helpful tips, and clarified some questions we had about our plan. Expect to wait a while during the weekend as the store is packed. The staff is human, helpful, and friendly, and willing to answer questions. read more

If you can go to another AT&T store in Arlington to get a phone, I think you might be wise. This particular location is packed but that's not my problem with it. All goes well until there is a problem with the new phone you just bought. Just hope that never happens because they are not trained to handle it. I have gotten nothing but a run around with no explanation as to why we still have no phone to replace it. It has been over a month! No one can even tell us whether the new phone has been ordered or not or whether it will be shipped to the store or our house! Been over a month and the issue has been on going. How unprofessional and rude. When this issue is resolved I will take my business to another location. read more

This store has cost me hundreds of dollars twice now. This time, the is associate promised my wife and I were getting a $600 visa prepaid card AND a buy one get one free on our iPhones for her switching from T-Mobile to my account. We didn't even get half the amount she wrote down on a piece of paper for us. Several months later I noticed we were being charged for her iPhone as well. ATT took almost a month to figure it out with me having to call twice a week the entire time to figure out a system problem and then only gave me back $280 of the $350 they charged me. I had to call ATT again, I know the number by heart now, and they said the BOGO Free offer was for the "base model" and we owe the different. I said the associate wrote down on paper it was free plus the amount of the Visa card, and they said "Well, she shouldn't have said that. It happens sometimes. We aren't giving you any more money." ATT let's its employees lie to make a sale and then don't back up the bogus claims from their own representatives and pass it off by saying "they were wrong. It happens." After 17 years, I'm angrily leaving this lying company. read more