I'm not worried about rating ATT Corporate, but I'm rating my experience with Mercedes who was my rep tonight and assisted me with purchasing a new IPhone and adding a new line. Incredible experience. Best I've ever had at a cellular carrier store. Greeted me at the door, an expert about the product, and gave me all the options. Someone promote her! Really impressed. Be proud. read more

Eli came in clutch with a broken iphone situation, super personable and made the process really simple. Give this man a raise

Att is some trash.. .. bought a new Google plexus phone never received it wait 2 months now then tell me have to cancel my order .. bought the case for it .. now I have a phone case and no phone about to cancel Att service and go to T mobile already cancel home internet n digital life because of problems so don't get Att service never again its trash read more

Sean is the best! We just moved to the neighborhood and walked over to get an upgrade. Well, Sean greeted us at the door, explained our options and made the whole experience easy! He applied the screen protector, set us up with an iPad, found us a company discount and helped us trade in the old phone for $$! Great store, well stocked with options, friendly helpful staff. read more

Once again and without fail, worst customer service and incompetency I've ever experienced in my entire life. My step daughters phone got stolen, so she reported it and filed a claim, well AT&T up and decided that they would blacklist my phone instead of the stolen one. After MANY trips to the store on 5th Ave., and MANY frustrating days, hours and minutes of my life wasted and gone, my phone still isn't working. And you wanna know what they offered me in compensation? $3.30. That's right folks! THREE DOLLARS AND THIRTY CENTS, for a ruined weekend, and the inability to use my phone for three days. I hate AT&T. There's no other way to say it. They literally ruin lives. There isn't possibly another company on earth who could be as bad as them at customer service, so I'm done, Verizon, I've missed you. read more

I lost my phone and purchased an unlocked replacement online so I went to this store to get a SIM card installed and activated. Tim was very helpful and pleasant. I really appreciate that they help when we purchase our own phones and need them activated. read more

I got U-verse service through this retailer and was lied to about service. The U-verse service doesn't work like promised. I am stuck with $360 bill after cancellation. The staff here after selling me on things that didn't work wouldn't do an honest thing to help me after getting stuck with this bill. They claim I need to go through certain channels and they can't do anything. But when I was getting things set up within the 30 day return policy they could pull any strings I needed. Go with spectrum for cable needs. They have equally shitty service but their product works. Go with Verizon for phone. Regardless of whatever discounts you get you need your phone to work and unless you are staying in specific spots around Texas Verizon is a better bet. Directv is actually not bad. While I have to pay for this bill for service I wasn't receiving I've used a friends directv account and it works so hurray for mergers they have one good product. But these people tricked me. I should have paid more for better product because I am paying for it now to just leave this bad company. read more

After being with Sprint for 14 years I moved over with AT&T. The Rep was very nice and he (not mentioning names) got me a great package. I recapped everything we had negotiated and wrote it down in pen in front of the Rep. I left a happy customer. When it came time for my credits for moving my business line and personal lines over they did not fulfill their end. I went back to the store and they gave me a different story. I pushed back on them and then they told me the Store Manager would take care of the situation and all would be good. The situation was not taken care of and my lines got cut off. I'm a small business owner and I lost money because they did not follow up on what we had negotiated from day one. The store manager did not return calls, texts or email. Finally after me being a pest he responded. He finally gave me all the credits that were due and did not apologize, or take responsibility for his staff's mistake. I'm now three months into a contract with AT&T and I'm really regretting moving over to them at this point. I like to think I'm a fair and honest person and after reading their reviews on here I have to agree with all the lower stars. I would not recommend to any of my friends or family to move over to AT&T. I am bummed that none of the ATT&T team did not recognize the issue and turn the situation around. read more

Horrible experience immediately after the AT&T survey. Picked up a new 6, and within two days the right side of the screen started to fade to black. Plus I had bought a special for a $99 iPad mini, which their rep said was on back order and would arrive in TWO business days. It's eleven days later and still no Mini. I called and texted my sales rep, and a full day later he texted me to take the 6 to the Apple Store (wtf?!) and that the Mini was on back order "due to high demand." That is not my problem, and we are talking about closing in a full two week delay?!? That's a very bad response. Never going to the store- unless it's to pick up a refund for the Mini ... Or for my 6, for that matter. read more

Last Friday, I ordered a "downgrade" phone from AT&T's customer service line. AT&T sent me the wrong phone and I attempted to return the phone in person to the AT&T store at 1011 W. 5th St., Austin, TX yesterday. The store employee, Taylor, informed me that there would be a $35 restocking fee with my return (I paid $50 for the phone). Frustrated, I left the store, called the AT&T Customer Line and they assured me that there would not be a restocking fee for my return. I successfully returned the phone last night to another AT&T store. The store employee at AT&T W. 5th street also insisted that I would pay a $245 termination fee to leave my expired contract with AT&T. Prior to visiting the store, I was informed by AT&T customer line that I would not have to pay the contract termination fee to go to the AT&T Go-Phone prepaid option. I will NEVER go to this AT&T store again and I'm seriously considering going to another wireless provider because of this egregious behavior. read more

I ran in the store yelling at the first rep I saw that I had 5 minutes to upgrade my phone to the IPhone 4 and run back out to catch a flight. The guy didn't blink. He smoked his keyboard in a Chopin like manner and started to work his magic. In 10 minutes I had my new phone completely synced, an otter box , a free car charger and a new contract in a bag ready to go. I didn't make the flight but it was no fault of his. I can't vouch for the rest of the store but see Jonathan H. if you need a pro and you have little time to waste. Thanks J. read more

Holy Crap there is a customer service god! Went in, asked for an iphone 4, paid, and left. No hassles no upsales no jibberish. Everyone spoke English! Thanks Taylor Torres best customer service rep at AT&T ever!!!!! read more

Worst customer service experience EVER! My phone was using data excessively - clearly on its own with no regard to what I was actually doing. A look at all my previous bills made that very clear. Went to the store to see if they could tell me what's up with my phone (or their service), and got one representative saying he has no idea, and the manager telling me to get a larger data plan! Wrong answer! read more

I lost my phone and recovered it. I went to this location to re-activate it. They had me waiting for about 30 mins before they even saw me. Once I got service it was fine, but I do not think that a active customer paying over $100 for one phone line should wait 30 mins to have them press a button on their computer. There was about 7 people and maybe 5 or 6 customers in the store. When I approached them to ask for some urgency in the service they looked at me like I was being the biggest jerk instead of trying to help me out. They asked me to wait... This is the only time I have had to go in there and it was really bad. It made me realize that support wise, my contract is not worth its brass. The only good part of the experience was Robert (the rep) who was very nice and smiley. read more

Poor Mont. I went in on a Friday really frustrated from the last two stores I had visited prior to arriving at her store because there was a lack of communication and understanding from the first AT&T store I visited. I walked in and told her what I was needing and I walked out with what I thought I wanted as well due to a promotion they had. Well, come Tuesday I returned to the store and she helped me return and repurchase both items outright since I decided I didn't want the X for myself. Mont was thorough, calm, helpful and patient with me during both visits. I left with both devices working the way I want them to work and I'm a very happy AT&T customer still! My son who is deployed will be even happier when he receives his new X! Thank you Mont for all your help and for representing what customer service truly is and should always be!! read more

Want really crap service with a side of rude immaturity? Request Larry. Want really spectacular, professional service? Request Adam. This place is totally dependent on who helps you. Adam makes you feel like an appreciated customer and Larry will make you so mad you will probably switch phone carriers. read more

Tim has always taken good care of me at the AT&T store. He merged my cell phone plan with my boyfriend's and gave us a new SIM card when we bought a new phone off eBay. He is very friendly and fast. I highly recommend working with him. read more

Signed up for new service with my wife, as she qualified for the promotional pricing - I was told our existing service would absolutely be cancelled on X date - Fast forward to X + 2 months, and I'm still being charged for my OLD service bill. The AT&T Help Desk has no record of my cancellation... Guys carelessly signing up people for service w/ no REAL regard as to the down-the-road effects of their actions. read more

After using a friends beat up hand me down phone for a month, enough was enough and it was time to use my upgrade. I hopped over to my local AT&T store, signed in and waited. And waited a little more. After browsing their phone selection for a few minutes Ashelena came to my rescue. I told her what I was interested in, and what I didn't want in a phone. She was very knowledgeable on their phone products and had some great insight on all the new technology. She even pulled out her own phone to show me some features that weren't set up on the floor models. When all was said and done I made a decision and was out the door. She didn't try too hard to up sell me which was nice. However she also didn't mention that my new phone had an updated sim card and I wouldn't be able to pop my old one in. Whoops. I had to go back the next day to another AT&T store to have them transfer over all my contacts. That was a pain and it should have been done the first time around, but at least it only took a few seconds. Now my friends can stop harassing me about not having a smart phone! read more

So in the past few months, I have gone from a 12 year Verizon customer, to a 3 month T-Mobile customer, and now I am officially with AT&T. My visit started with the door being opened for me by one of the many available employees. Impressed. Great start so far! I was then introduced to Carlos R. who proceeded to give me one of the best customer service experience I have ever had. Carlos was extremely attentive, knowledgeable, and went out of his way to make sure I was getting the best value and service. He switched my girlfriend to a shared data plan and added me to that so we can get the absolute best value! He went above and beyond to help me get my phone unlocked and moved over to the AT&T network. He also made sure that my Uverse account was taken care of and helped save me a few bucks on that too! The store itself was clean and made me feel welcome versus others in which I was either bombarded or stepped in to a cluster of craziness. I was approached by a supervisor who was making sure that I was happy and taken care of. She even took the time to ask me about my 4th of July weekend and seemed to take a personal and genuine interest. I'm excited to be with AT&T if all their employees and service are similar to that experience I had at their 5th street store! read more

I dunno, I read these reviews and I know they're old. The managers in duty checked in with everyone. I came in for a new activation for my lost iPhone and they were so helpful, at first I didn't realize I had to be an authorized user to do that, but she wasn't snide or anything and was very patient while I waited for my dad to add me. I did wait some time to get helped but when I realized the detail and time it took to get me didn't care. These guys are thorough, patient, and have great customer service. I would recommend everyone visit the downtown location to get their issues or new stuff taken care of. Plus you can't beat that location. I'll be back when I've moved somewhere to get UVERSE! read more

After receiving terrible service at the N Mopac/2222 store I left there and came here. Shana was awesome. I was a bit distraught over my phone breaking and the finances of a new one. I still think the prices are a bit high but Apple owns it and it is what it is. Shana went over all of my options (including payment plans on buying a phone with no contract AND changing to another phone-possibly being able to change my data over). At the end of the day I renewed my contract with an iphone slightly older model and it was free with the contract......AND she saved me about $25 per month on a new/better plan than I had before. On top of that she gave me a credit for my dead phone which bought my new case and then some. So compared to the service I had received an hour earlier at the No Mopac store it was completely different. She took time with me, went over all the options, and it was a good experience. Nice to see that there are still some retail professionals out there! read more

Really poor customer service. Went in to get a phone for my daughter. Was first on the list but proceeded to watch the person who was supposed to help me take care of the folks who came in behind me. Really poor experience. read more

This AT&T store is really frustrating for 2 reasons. The wait can be ridiculous because the staff gets unorganized/chaotic when there are more than a few customers in the store. More importantly though, their solution to every problem is "buy a new device." Most of the time I go home and spend 30 or 45 minutes online reading about the problem and end up fixing it myself. I could save a lot of time and energy if they actually attempted to help me. However, they are salesmen above all else. :( read more

My friend dropped his phone atop a 4 story building so unfortunately we had to go in to replace it. I expected it to be an arduous process but I was surprised at how pain-free it was. There is a parking garage with easy access so we didn't have to worry about that. We were greeted at the door and it was only moments before we had a specialist help us. Everything was done via iPad and all of the information popped up seamlessly. Our guy, Dillon, was extremely helpful and answered 354835 questions with so much patience despite our degenerate, hungover state. read more

Stood at the counter for 20 minutes before anyone would even look at me. Very rude/shy bunch. Not ideal for counter staff.

Tried upgrading an iPhone 4S to a 5S and felt like we were being bullied into switching from an unlimited plan to a "next plan". After expressing hesitation and explaining that we are not in charge of paying they bill, the manage came out and told us "oh they won't notice anything on the bill anyway." WTF. They ended up asking us to leave so we "could think about all the money they're giving us for free" and come back later. This was after we paid for parking. Needless to say, we left without the phone asked for, and came to the Slaughter Lane store instead, which was a much friendlier and faster experience. Overall, this experience has made me consider ditching AT&T for a better provider. read more

Yeah...I'd like to add what crooks these guys are. I had my phone stolen in December of 2013. Went into this store and in my befuddlement was talked into signing up for the "Next Plan" because the saleswomen was going to save me sooooo much money of course she never said anything about how I was ditching a grandfathered unlimited plan nor did I even think to ask about it. It's now may of 2014 and I can't tell you how many times I've been on the phone with ATT trying to get this straightened out. I just found out after being on the phone with them for another 45 min that it's now going to cost me ANOTHER $40 dollars a month to add 1 gigabit to my plan that was going to save me sooooo much money!! When this contract is up...yeah I'll be leaving ATT!!!!! read more

All AT&T stores are awful, the whole standard operating platform is bogus. Here's my issue: Today was my birthday, and I was having a birthday dinner with my mother who I don't get to see often, and AT&T customer support made my mother cry at the restaurant. We have a family plan, and it's under my father's name who is out of town this month. He was on a flight, or he would've been able to resolve the issue. My brother was getting a new phone through his job and his boss was with him at the AT&T store while I was simultaneously having dinner. Since AT&T has the ridiculous policy that no more than two names can be on the list for the account at one time, meaning EVERY SINGLE TIME EITHER ME OR MY BROTHERS WANT TO UPGRADE, REPLACE, OR ADJUST ANYTHING REGARDING THE ACCOUNT, WE HAVE TO CALL OUR DAD AND MAKE HIM STOP WHATEVER HE IS DOING WHEREVER HE IS, SO HE CAN CALL AT&T, HAVE THEM DROP ONE OF US AND RE-ADD THE OTHER. ... This is the biggest pain in the ass for something to be called a 'family plan'. Really? So my dad couldn't fix it mid-flight, my mom was powerless to fix it, my brother was embarrassed in front of his boss at the AT&T store, and I had to watch my mother get so frustrated with AT&T's non-sympathetic bullshit customer service and break into tears on my birthday. No thank you. Go to hell. read more

This ATT is awesome! The staff is so friendly and they have everything you will need. I've never had to wait longer than 3 mins, AND they are dog friendly. Meaning, I think they liked him more than me and I spent like 200$ on accessories! I have gone to other locations and never really been awed by the service or the presentation of the store. But this location is hands down the best. We will be back for sure. read more

Horrible service and dishonest. This store doesn't even deserve one star. We took our son's phone in to be fixed and to get a new sims card. The "manager" took the phone and said she would take care of it. She brought it back and said everything should be fine and up and running. We left the store but continued to have difficulty with the phone saying" no sims". I opened up the phone the following day only to find out that she never put a new sims card in it. Now I understand why this store is never busy even when new products are out. read more

It took me 5 months to get my rebate that I was offered to switch from Verizon to AT&T. I called numerous times to get it fixed and customer service said that the rebate did not exist. Good thing I kept the piece of paper that said what I was promised. After 5 attempts to come in on a day when the representative was working, I was redirected to a manager who fixed my issue. Moral of the story, if they promise you something, get it in writing. read more

Went in for help with new phone bought elsewhere, but ATT. Thus one star. As always nice greeting. Then sat for a while. Lackluster salesperson comes and knows nothing about my phone (popular Android). Wonders why I want an email and and access to the manufacture's id - both changed when the new phone was purchased. Just use google was the suggestion. Know it is a hard job, but this individual was clearly put out, even suggested that logging on to ATT account was not necessary. Managed to do enough damage to lose my ID and lock me out of account. Coworker was upset because we were using computer and coworker wanted to process check from other customer. We agreed I would go back to office and log in to resolve problem. Waste of time. Part of the problem is what ATT pays these folks (what is in it for the salesperson to provide service without a sale?) But I have been to this store before and the two sales folks I worked with and purchased from could care less. In and out volume. Step it up folks. This is in the heart of Austin Texas.Second star for environment and nascent enthusiasm. But I would go elsewhere in the future. read more

Not at all friendly or helpful. Not well educated with setting up hot spot on tablet, saying it can't be done. I told them I was already set up for it so then the guy said I will have to pay 20.00 even though another store set it up for that service for 10.00 extra. Incompetent to say the least. read more

After i moved to Austin, this was my first visit to this location, wonderful experience. The guy name Ricardo or something he was good. If i have to go to AT&T i will def pick this location for sure. The location was slow but everyone is doing something, i have seen couple of horrible things inside the store but not this. two thumbs up ppl. read more

Shana at this store is AMAZING. When I first went to switch to AT&T in fall 2015, She and (I think Melissa) and the crew at this store were super friendly, helpful and patient. Shana helped walk me and everyone on my plan through every detail we needed about our options, and in the year and a half since then has constantly been available, going above and beyond to help us figure out all sorts of things probably semi-monthly. When Shana is not in-store, the rest of the crew there has always treated me just as well as the first time we went in, and she even has responded helpfully to texts outside work hours. She deserves some kind of an award. I know it's a business operation, but I feel like Shana truly cares about those she interacts with. THANK YOU SHANA!!! read more

I recently sold my iPhone. I went to the att store on 5th and spoke with an employee (Sara r) about switching to a droid. She recommended the Nokia Lumia which was the same price as the droid I wanted. She helped me by synching all my contacts and calendar events to the Lumia and she helped me install some cool Xbox features. A few days later I decided that the Lumia wasn't for me so I went back and traded it for the droid, but she was very helpful and friendly. I would definitely reccomend this att store to anyone looking for a new phone because of the excellent customer service. read more

This store was unbelievably wonderful today. Sara is a goddess... I have never received customer service like this and cannot say enough about how happy I am. I would highly recommend this store and Sara specifically for any of your AT&T needs! It feels good to be able to say that. read more

To understand my complicated account, and to add a number for my PA, I walked over to the AT&T store at 1011 W 5th St and Pierre came to the rescue with a calm demeanor and great patience. read more

I was in the store twice in the last week and was totally ignored. No one actually seems to work here, or acknowledge you are here! They don't want our money. read more