Please note: I posted some highly negative reviews since Nov. '24 and they have disappeared. The most recent reviews are from 2021 I think. Believe me there were other - many unhappy. I am in dispute with ATT now as to what if anything I owe them - six months later The following is the letter I just sent. This is about half - it was too long to print all. Dear Sir or Madam: Two days ago I received a call from your business office regarding my overdue account with your company. I spoke with Michelle and found her to be competent and agreeable, given the nature of the matter. We had two conversations which lasted a total of about an hour. I know that she took notes of what was discussed and the call was recorded. I do not wish to start from scratch on this matter as it remains an open wound for me to potentially reopen and cause even more stress and more pain. For literally months I have made every effort I could think of to talk to someone in your company, so that the matter could be resolved before having gone this far. I finally gave up. The labyrinth of teleprompts one has to go through to effect rectification is quite successful, at least from the company's standpoint. Me, I found it to be frustrating, mean-spirited, and poor business practice. The amount of time I spent in that endeavor is not calculable. Long periods of time spent waiting until the next customer service rep. could speak to me; hours waiting for the return call which never came; instances of finally speaking with someone only to be told they couldn't even find my account; I could go on, but once more feel my blood pressure building. I will attempt to put into a nutshell my memory of what occurred beginning in mid-November last year and how we got to this unhappy point. Until that time I had been a happy, satisfied AT&T customer for years. My payments were made by auto-pay, I was satisfied with the $40.00 fee, I NEVER had any issues with phone service, I never even thought much about it. That is, until Nov. 15, 2024 when, without any kind of warning the phone stopped working. I first went to a repair service I've used for my PC and the like; the owner I know to be honest and quite knowledgeable. He pronounced the phone to be DOA (unrevivable). It had died of old age. He told me normally he had phones he could have sold me, but it would be another couple of days before he got any in. They were pre-owned and I could get one for $50.00, keep my same number and service with ATT. I did not relish the idea of being sans a phone for two days. So, I decided to visit an ATT store near where I live. That turned out to be one of the biggest errors I have made in my 70 years on the planet. I think if I had chosen a different ATT store, perhaps all would have been fine. When I went in, I advised the employee of my dilemma and told her (Areal or Arielle) that the phone had died and I was looking for a relatively cheap replacement and needed to keep my monthly payments to around $40 per month. What she offered was enough for me to begin to get up to leave, as the amount was no where near what I could afford to pay. But she stopped me and proceeded to convince me that she could actually lower my payments for phone service, internet and cable tv by bundling all of those (the latter two I had with another company). I sat back down. Over the course of the next 3-4 hours I sat there as they went through all the motions of affecting the necessary changes to save me money. One of the several odd things she advised was that in order to make the switch and thus the great savings they were offering, I would need to change my phone number. I really didn't think that was necessary, however, by that time I had already invested over two hours in this process. Among other things, she suggested that I probably didn't have that many contacts who I'd have to so advise . . . . like she knew - but I fell for it not remembering all those in my client data base and the like. Turns out later I found out that change was not necessary at all. I'll come back to that . . . I left that store hours later, exhausted, drained, hungry and frankly with no idea of what it was I had gotten into or what I would be paying. They had given me a one page piece of paper, which I have since lost, very cryptic, most of it undecipherable at least to me. I went back a day or so later to get a copy of the agreement which I thought I must have signed. They told me there was no such agreement and that there was nothing more they could or would give me. It was clear I was to be left in the dark. It was at that point that I began calling AT&T to try to determine what I was going to be paying and for what. That was the beginning of the long nightmare of wasted time and much angst, to talk to someone. I did finally go to the other AT&T store in Baytown, oddly, they were able to give me a printout of what I had been saddled with. read more

Absolutely the WORST customer service I've ever seen. We were in this store today & we watched an elderly man walk out after the store manager wouldn't help him with his phone. Then it was our turn to get new service with 3 phones & they acted like they didn't want to or have time to help us or wait on us. So we left & they lost business. Very rude & unprofessional. read more

This store is the worst store I ever seen, they don't acknowledge, you when you come in the store. It was only one sales person. The people in the back never came out. I will never go back there!!!! read more

I love this store they really have turned it around . They helped me save money on my plan and gave me 5 STAR service !

Love the people and the customer service here! They always try their hardest to save you money and do what they can to help you out. Whenever I have any business to deal with my phone, I strictly come to this store. read more

Excellent customer service provided the whole time I was there. The wait outside due to COVID was very short. But once I was able to go in to purchase a new iPhone 11 Pro, they set up my phone and everything quick while being as sanitary as possible. They made sure to follow the guidelines as to stay six feet away from the counter except when having to swipe my hard and insert my information. So if you're looking for someone to help you with anything I would recommend Janet as the AT&T employee to help you with any needs. read more

Absolute worst customer service I've ever experienced. After waiting for an hour while the staff called in to the ATT hotline to set up phones and ask questions, I was helped by Bryan. He was both unprofessional and incompetent. I asked to replace my phone due to screen damage and he insisted on paying the $149 insurance fee and waiting for the phone to arrive in the mail. After an hour on the phone with ATT, he says that I can just upgrade my phone for only $50. I later find out that my bill has gone up by $20/month. Not only did he not inform me of this change, but also sold me the incorrect phone because he was lazy and did not double check. If I could give zero stars I would. read more

I bought a brand new iPhone 11 for my daughter for her birthday. It stayed in the box for 9 days until her birthday. She opened it, we set it up, it worked for 24 hours before it shut off and would not turn on again. Won't charge, won't do anything. I called the store and was told to call Apple. Apple told me to go back to the store since it was within the 14 day exchange period. I went to the store and was told I need to go through Apple. I'm getting the run around between ATT and Apple. As a paying customer, I expect to receive a device from the retailer that works. It shouldn't be this hard to get a replacement for a defective device that was sold to me by ATT. I'm extremely upset that ATT doesn't care to try to remedy the situation and make a long time customer happy. Apple stores are booked for weeks out. I'm paying for a service that I can't even use because ATT sold me a defective device. They say that Apple won't allow them to exchange, but Apple support told me to exchange the phone at the store. When I asked why I was being given the run around, the employee told me I was just wasting more time by standing in the store continuing to talk about it. read more

Excellent service and no waiting in line. Ask for Abby. She is an excellent representative of quality service and knowledge of the industry.