Lack of training. Went in today for 3 new phone renewal. Informed that we're going to be charged for this along with not eligible for multiple items that we pre-confirmed we were eligible for online before entering the store. Went to an another location in Burleson and got everything we wanted along with iPhone 17's for no charge. I can see what this location has a 2.8 rating. Management you need to get your sh-t together and properly train your associates. Waited an hour in line just to walk out. read more

We went there today to upgrade our phones and iPads. We cannot recommend Beverly enough. She worked with us for 2 1/2 hours to transfer all of our photos and data and upgrade our devices. We are very happy with all the time she's spent with us in the quality service.. read more

I walked in today to upgrade myself phone. I was greeted by Garrett. He completed my upgrade within about 15 minutes. He even tried several times to upsell me. I got a beautiful rose gold S22 Galaxy for free. I really like this location and George the Store Manager is a great manager. Garrett & Wendy are also great assets to the AT&T family. read more

AT&T Store - Mobile Phones Near Me - Burleson, Texas

Horrible service where my issue was never resolved and scammed out of money - if you are thinking about opening account with AT&T I would advise that you do not! For starters I was a customer with this business for 7+ years. Aside from the initial issues when we first opened our accounts and the fact they will continuously increase rates without notifying you - I didn't typically have service issues. Last month on 07/11/2023 I needed to switch one of my lines from a family plon to its own individual plan. I went in and the representative was reading over the plans and I told him for this line I'd only want the basic/cheapest plan. he insisted that with a bunch of discounts the plan would only increase by $10.00 and I'd have better service provided. he puts all that through shows me the billing cycle and quote, disclosing an addition ~$30 or $35 dollars on the first bill for service activation on a new account and charges me for the first month of service. Part of the discount was being enrolled in auto pay and advance pay. we'll come time for the bill payment I get notified that I am being charged $94.00. I try to log into my account to see what the charges are for and I cant get into it. When attempting to reset the password it prompted me to verify my identity with two other numbers I do not recognize. I go into the store again later that week to have them fix the account. Turns out the representative entered the email incorrectly, which was fixed but I was still being promoted with two unrelated numbers. The best thing this representative could tell me is they don't know what's wrong or how to fix it. An account - this AT&T cannot troubleshoot access to get their customers into their account.... I had AT&T remove the advance and auto payment from my account since I wasn't going to get in and was just going to switch to another provider. I told them if I cannot access the account then I cannot continue using the service - they assured me when i switched service provided I would be refunded a portion of the bill that was paid in advance since the service would be terminated once the line was moved to a different business line, so I went and changed over to Verizon the next day 08/17/2023 (haven't had any issues with them and the customer service is 120% times better). I still have not been refunded any portion of the payment and today get an email stating my bill is ready to be paid... I canceled my service and I am awaiting a refund - I shouldn't have a pending bill. I go into the nearest AT&T and have the representative verify the account was closed which it was - he tries to tell me I have a final bill which I refuted and said the account closed with an advanced payment active on it. I ask for a copy of the bill because I was never able to log into the account and he tries to tell me for security he can't print it - even though he had just checked my ID to even look at the account. I get a third instance of being told by one of their representativea they don't know how to help me With the account. This time I ask for the District Managers contact information - the associate flat out says "he is not going to care at all anyway" referring to the district manager. Finally I call their customer service line. I explain I was a customer and walked them through the past month of experiences with the company and needed to know why I got an email stating I had a bill to pay. Turns out they wanted to charge me the operational fee of $4.16 for the next month - even though my account with them was closed. The representative tries to advise me to log into the account to make an online payment... At this point I just flip out - I cannot believe the level of incompetence demonstrated by this company. I assured him I was not paying another bill and they were going to find a way to remove/cancel it - after trying to talk over me I told him to switch me over to his manager. This was suddenly what made his manager finally get involved and handle the issue. The manager approved waving the bill so they wouldn't have to talk to one of their customers. AT&T- you seriously need to insist on higher standards for who you out in your leadership/management positions. The entire experience with your field teams was a joke. I have never experienced a situation where customer/guest service employees were so comfortable telling a customer "I don't know how to help you" like it was second nature for their line of work. The other half of my experince with them was telling me "we can't look/see any of that information". This tells me your store managers can't even execute basic management practices of removing barriers from associates to fulfill their role. You're providing a phone service not rocket science - you need to focus more on training your associates in customer service and less on trying to price gouge customers. I will not use any service provided by AT&T again. read more

Haha so glad At&t responded to me years later. Which is another example of their "stellar" customer service. Okay

The old lady with white hair was not helpful! She was not listening to the problem I had and kept trying to charge me for unnecessary things. She claimed she couldn't use a receipt to replace their lifetime screen protector even though the receipt says that's all I need. The ATT ON 174 had ZERO problems replacing the screen protector. I recommend going to that one and not wasting your time here. read more

Kudos to Manny at this AT&T location. He was knowledgeable and very helpful. He is a great example of what customer service should be.

Soooo not cool. Went in for an upgrade on a Saturday afternoon and then on Sunday damn phone is trash... completely doesn't work, won't come on, connect to charger no charge, nothing is happening BUT the phone is burning up hot. So, I go back and I'm told yeah unfortunately we can't help because it's an Apple product. You're going to have to go to the Apple store. I'm thinking ooook but I'm within the 14 days but it's Sunday and ummm whatever I've been an AT&T customer since before they were Cingular. As I walk out I make eye contact with the associate that helped the day before, he says "what happened" I say "it's trash, won't turn on" and I get in my car and head to Apple on a Sunday, there I am told that she'll be w/o a phone for a few days b/c the phone is pretty much "dead"... now my A/B scholar that was super happy about her upgrade now has now phone yeah not cool. Needless to say, I was going to upgrade my phone BUT now I might just wait. I wouldn't want to experience that ever again. read more

AT&T Store - iPhone 11 box - Mobile Phones Near Me - Burleson, Texas

My wife and I had a horrible experience at this store. Her IPhone 4s speaker was cracked and was also past due for an upgrade. We wanted to know which route was better, to use the upgrade or use the insurance we had been paying on through AT&T. We are on the two year contract and have been for several years and past upgrades had only been ¢99 or $1.99. The employee Nick was rude from the start and insisted we had to go to the "Next" plan and pay $99-300 for another phone. I reiterated we only wanted a repair of the 4S or the next level upgrade to a 5 and didn't want to leave our plan as we were grandfathered in with unlimited data, etc... Nick said they were doing away with that and insisted we change to Next and pay the $99-300. We asked to speak to Manager but he ignored us and kept repeating his line. We left and will not be back. read more

My wife and I came to the store a couple of weeks ago to upgrade her phone. While we were there the sales rep told us that she could trade in her phone instead of paying it off. We accepted this and unfortunately their system was not working. After 2 hours of the sales rep trying to get the system to work he suggested we come back later. When we came back our sales rep was gone and we were greeted by another sales rep. When we told him the situation he took one look at my wife's phone and said that he would not allow us to trade that phone in. He gave us no other options so we took her phone and walked out. We just moved here and also got att internet installed which was an absolute nightmare of a situation. After this experience we will be changing our carrier for phones and internet. Very disappointing experience. read more

Daniel was fantastic and really took the time to handle our iwatch problem. very patient and knowledgeable. He deserves a raise!!

Awesome service. If you schedule a appointment via the website before you go, you can walk right in and get helped. Walked in to spend a gift card I was given on a case, and I walked out with double the Internet speed at half the price I was paying. And I love the new internet service! read more

Recently moved into Burleson, saw AT&T equipment everywhere in my neighborhood so I mistakenly assumed high speed internet would naturally be available, boy was I wrong. Not only is it not available they have no plan to EVER bring high speed to my street. I called everyone up to the presidents office to see why my neighbor across the street gets superspeed internet and I get dial ups cousin DSL. They did not wire my street when it was built out in 2004, so sorry but no internet for you. Charter Spectrum same answer. But both services say they service 99 percent of Burleson, I think they lie. Now all my smart home stuff will not work and my only option is to move. Who approved these companies to do business in my city? Why are they allowed to not finish out neighborhoods? Why doesn't the city get involved in making sure services are available? Arlington made sure ALL addresses inside the city limits where served even out into the more rural parts by at least one provider of high speed internet. who should I blame here? AT&T and Spectrum for not doing the work or the city for not making sure all homes have access to service? Either way after AT&T missed 3 appointments to install sucky DSL they are the target of this yelp. Check carefully what services are available before you buy any home especially in Burleson or you just might wind up living next to me. read more

Ok when you choose to shop for phone service at this location be aware. Went in on 4/22 to check out there prices. They offered a good deal. Ok got my bill and yes it was wrong so went in to talk to them. They said the guy that signed us up gave us to price on the wrong plan which I checked that price to and it was wrong. The manager came over and looked at the account and said yeah there's nothing we can do. I'm not talking about 20 buck I'm talking about almost 100 bucks. 0 costumer service. So now we are paying 80.00 more for our service than we were at Verizon. Stuck for 2 years of wrongs bills I'm sure. Oh we also got direct tv and yeah it was 30.00 for per month than the quoted so now paying 25.00 more per month for that so that a total of over 100.00 more per month. Shop carefully. read more

The employees here are great. The service is unprecedented and I felt the attention I received was genuine.

Jessica was amazing. Greeted us immediately and was incredibly upbeat and positive. Answered all of our questions. Even looked at our internet speed while we were there after we mentioned issues with it and got us upgraded. The definition of good customer service. We left in a better mood than we came in with because of it. read more

Overcharged for MS phones which are on sale everywhere else. I will have my attorney file a lawsuit in court which they will lose. Called customer service and just got some yahoo in Iraq. read more

I had a terrible experience at this store. I wanted to sign up for another 2 year contract and upgrade my phone to a 5. I have been with AT&T for over 9 years and the treatment I received was so unprofessional that I am looking at what other options I have with another provider. I was assisted by Nick and after asking me what I was looking for he rudely said that he hopes I am not seriously considering renewing my contact. I explained to him that I wanted the iPhone 5 and I noticed that it was .99 cents with a two year contract. He kept reiterating that I would lose my $25 discount (that I was unaware existed). Then when I asked him to further explain the Next plan so I could understand why he finds renewing contacts so ridiculous he said "what can you NOT Understand!!!!" He went on to ask me why I would consider paying over $600 for an iphone 5 and he made it very clear how stupid that was. Nick was so arrogant and rude and made it clear I was wasting his time. It was such an uncomfortable situation and I felt so embarrassed. I didn't even know what to say to him or what question to ask without being insulted. I sat there in silence, realizing that he would only help me if I switched to an Iphone 6, Next Plan. I started to walk away when I asked him if I could speak to his manager. He went to the back room for 5 or so minutes and came out with his manager Philip. Philip and Nick walked up to me together and Philip asked what he can do to help me. I asked Philip two times if I could just speak to him. He asked me again what he could help me with and after the second time asking him if I could just speak to him, he said "speak". I told Philip how rude Nick was and how he was unwilling to help me. Phillip then asked Nick to leave and I expressed how uncomfortable the situation that he just placed me in was. I asked Phillip if Nick receives a lot of complaints and he said "No not at all" He told me how great Nick was and it must have been a "misinterpretation" and then wanted to explain the Next Plan to me!!! I just told him I would go to the Hulen location and left. I am not sure what is going on at this location and I feel the only way they will help you is if you buy an iPhone 6, Next plan. Nick and Philip are condescending & rude to you and act like it's all just a "misinterpretation". They should NOT be in the customer service business and I truly hope enough people complain to corporate to have someone really look into this branch. read more

My 15 year old saved his money and brought a iPhone 7 Plus at the AT &T store in Burleson Texas.I was against him spending so much for a phone. I told him he's not responsible enough. While purchasing the phone I raised my concerns with the sales agent. He told me about their insurance policy. He stated if the phone is loss, stolen or even broken it would be 100% coverage. This eased my mind and yes I asked for the insurance. I also got as a precaution a phone protector and a screen protector ( that had it's own insurance. When we're done with our purchase I asked for the paperwork showing everything we had done. The agent said they were were unable to print off this information and I would have to wait for my bill. A few weeks later I purchased my own phone and all of the protection needed with insurance. As expected my 15 year had his $800.00 phone stolen. I notified A T &T right away. I got the surprise of life when I was told I declined the insurance. I was in tears. I knew that $800.00 was going out the window.I asked if my phone was insured. They said yes. I told them I expressed on multiple occasions I want him insured. Does it even make sense for me to purchase all of these protections for both phones and insurance for myself but not a 15 year old. As it stands to today I'm paying on this phone and this store hasn't done the right thing by me. I know it's not a winning battle to fight corporations but I'm all in. I'm tired off being taken advantage of by these companies. It's sickens me when someone hurts my child. Shame on the thief and shame on At &t. read more