I didn't feel like they cared, just going through the motions. BUT--The young woman who helped me was overworked, for sure. The music playing was annoying. She did give me choices for products and gave some nice discounts though. Kudos to her for juggling! I don't think she was getting a break anytime soon. That ain't right. read more

Bought a phone for my wife from this store, was not supposed to have a phone number connected to it. They assigned it, had to purchase another phone for her and now they won't take the original one back. Was told I had 30 days to do the return, now I'm stuck with another phone and fees, watch out for fraud if you come to this store. Avoid this store at all cost. read more

Update to my last: I switched my service to a network through AT&T based on my status as a first responder. As an incentive I was told that there was a free Apple Watch being thrown in with only the taxes being charged. Fast forward to a couple of weeks later when I get my bill and there is now a charge for an additional phone line through that watch. None of that had been mentioned. I am told by AT&T to go return the watch to the store and it will be fine. The lady I spoke with said my call had been her sixth of the day for the same reason: someone getting duped by this company. I get to the store today - 5/25/23 - and am told that the return had to happen within 14 days and that I am now locked in to that second line for 30 months. None of that had ever been told to me. So now the lazy man from my first visit who can't seem to stand up or who doesn't even care about his customers tells me to come back tomorrow to see the store manager. It is sad that in today's day and age a company would so boldly take advantage of people regardless of their status in society - this is downright shameful and atrocious. It is extra shoddy and disgusting to me that this company would take advantage of people who are first responders, military, and veterans with this means of extortion under the pretense of flying the flag high. Straight up vampiric and appalling. read more

I went in after I previously purchased an IPad because the bill shown to me was not the bill that was sent to me a month after. I was greeted by a male worker who I explained the issue to and proceeded to be very unhelpful. He claimed I was not on the account but I was just in that exact store and purchased an iPad on my account. His remarks were "well it was fraud and I don't care I'm not the one who did it". So it seems like this location is content with "committing fraud" on accounts to gain commission for sales but wouldn't "commit fraud" to correct a bill. I would be very weary of stepping foot in this store: you'll either be disrespected by disgruntled employees or allowed to commit fraud on accounts. read more

Appreciated the time and attention Shane took to recover and transfer my Verizon number from a phone I lost overseas. He got me on the perfect plan and installed additional sim in a Chinese smartphone for international use. Also appreciate his coworker who stepped up and waived SIM card fee. Good service this Mother's Day morning. read more

Stopped by just 5 minute before they close to fix my plan issue, they were fantastic, thank you

Best At&T store! If you need help, look for Francisco Grasso. Very good person, explain everything very well and he helps you in a good mood. 100 points for him. read more

*Spoiler Alert:* I loved my visit to this store and I know you will too. Thinking of switching? DO IT. I'm not a bot or paid whatever, I just know I can recommend this location with 100% confidence. Also, teachers, bring your badge or printed SBEC cert to receive a discount. I saw online that AT&T also offers discounts to Military, veterans, first responders, nurses, physicians, AARP members, members of Unions, and some corporations. In regards to my experience at this store, I'm extremely happy to say social distancing protocols were evident, streamlined, and implemented. Sanitize upon entry, all staff wore masks properly, shields on tables, and cleaned after every visitor. Props. The customer service was so much above and beyond what I would even expect from a GREAT customer service experience. I can not say enough to express how wonderful my sales rep, Justin, and the manager, Rick, are. The other associates were great too from the little I heard while we were activating my service. The staff at this location are knowledgeable, friendly, and seemed very efficient/experienced. More so, they demonstrated both with my visit as well as three other customer's experiences I overheard while I was there, that they genuinely care about their customers satisfaction and happiness, ensuring they get the exact right product for them, unlike some other places where pushing high ROI products comes before customer service. For example, I talked to a couple who came in with the equivalent of a flip phone and left with something that fit THEM instead of being pushed to spend money for a device outside of their needs or budget. I thought it was great that they didn't push or waste time upselling, but genuinely wanted the people visiting to leave happy with whatever they purchased. In fact, I had looked online for a device on their website and if I had it delivered, it would have taken a while to ship. Had gotten to the cart and had an idea of the cost, but expected to pay a couple hundred more in store. Not the case. Was happily surprised. The thing that stood out to me was every customer I saw/met left with a smile on their face. Legitimately. I did also. That normally doesn't happen when you're finishing a business transaction. I never smile when I finish checking out anywhere else, but this was a truly great team of people. In fact, I can not say enough about how amazing the sales reps are with attitude, product knowledge, and efficiency during the entire process. Quite the opposite of what I experienced at T-Mobile where visits are always longer than you'd expect (spent 2 hours trying to activate a phone I had for a number I already paid for and was told to try calling customer service. With what phone??? Not at all the case at this AT&T. Plenty of service reps (always an issue at T-Mobile, which would be fine if it wasn't a regular occurrence) who actually want to help. In addition to the staff, the manager I met was simply incredible. I had thought about switching from T-Mobile to AT&T, but he is the reason I committed to doing so. He took it upon himself to help me get exactly when it was a near impossible ask. He went very much out of his way to ensure that I had exactly what I needed. I'm not sure how he did it, but he miraculously found something no one had and travelled some distance to get it. Apple themselves were unable to help me. My former service provider, T-Mobile also failed to deliver. I didn't even go to the store that day expecting to leave with what I needed based on the limited supply. He may not always be able to work magic, but because of his efforts and a bit of luck that there was ONE phone left in inventory, I am one extremely happy customer. I left there with not only what I needed but what I wanted as well. I am so very, very grateful for his incredible dedication to PEOPLE as well as to the company. read more

I've been to this store twice in the last 18 months. Once to buy a product... which was a terrible experience I won't go into, and then more recently to get help with an issue that ATT's phone reps couldn't help with. Both times I got "helped" by a guy we'll call Frank. He gives the impression that he hates his job as he is unpleasant and unhelpful. I cringed when I saw he would be helping me again as I knew he wouldn't help at all... and guess what? I was right. He tried upselling me and telling me I had to buy new products/services as my 1 year old product/service had been discontinued by ATT. And when I said "that can't be" he blamed corporate. Soo... I went to another nearby store and guess what?!? Frank was definitely full of it! The other store fixed the issue and no, my service had not been changed by corporate. As a side note, it is slightly humorous to watch people look at phone cases at this store (as that wall is next to Franks workstation). He will freak out telling people to keep their distance or ATT will fire him, or he gives them the evil eye, etc. So, to recap... if you HAVE TO go to this store... pray you don't get Frank helping you... and if you don't, you can at least enjoy his quirkiness from across the room when people are looking at phone cases. read more

The service is really bad. They should have a person who just solves small issues. I came in for a screen saver replacement and waited there for an hour for the people who are purchasing a phone. read more

We just came in today to get my boyfriend the new iPhone and we were lucky enough to be seen by a man named Will! He was so amazing! He helped answer all of our questions and tried several ways to save ME money on my plan and we weren't even there for me! He was able to apply my employer's discount on my plan. Although we didn't get the phone from his store because they didn't have it, Will made us an appointment to pick it up at another AT&T store. He was such a joy to work with! If you happen to walk into this store please ask for him! You won't be disappointed!! read more

My husband and I switched from Android to IPhone. We had no idea how to transfer contacts. We didn't understand when they tried to explain. Michael Aldridge had the patience of a saint for us poor oldies. He was so kind, helpful and even put on one of our screen protectors. I later found out he is new. What a great guy this newbie is. The day manager Shamika went far and above trying to get our contacts transferred. She too was so patient and understanding. I also noticed how she seemed to treat her employees very well We then received help from next shift manager Justin Renkosik He actually even stayed pass his getting off time so he could help us. He never made us feel stupid. He was just so very thoughtful and helpful I have NEVER had luck with any phone or computer stores These Gus are OVER THE TOP read more

This is the ONLY AT&T store I will go to. Every time I walk into this store it's like a fun reunion. All the representatives are friendly, helpful and most importantly, knowledgeable about the products, and services. This review is for Caleb and Rick. Hands down the best experience so far has been with both of them. My husband and I stop by to ask questions about trading in phones and setting up two iPads. Caleb was great at breaking down all our questions and gave us many options to fit our needs. We purchased one iPad that night and returned the next day for the second. The second visit we worked with Rick again and met Linda, a super sweet lady! My husband and I decided on also purchasing AirPods and screen protectors. Unfortunately the store was out of stock. Rick literally went above and beyond to call other stores and went to pick them up so that the items would be ready for us the very next day. This morning my husband and I went back to the store to complete our purchases. Yes we returned three days in a row and all I will say it was so worth it and so much fun!! Again Caleb worked his magic to give me many possible payment options to fit our needs. Rick kept his word and had the items we wanted that very next day. Caleb and Rick not only took the time to answer our questions but they had real conversations and even joked around as if we have known each other for years. In my experience this is the only store where I have felt like I am more then just a "paying customer". Thank you, Rick and Caleb for taking the time and going the extra mile for us. Representatives like you both is one of the top reasons I have have been a loyal AT&T customer for over 10 years!! read more

Horrific customer service. Poor communication. A couple customers in store and 45 minute wait. Manager Ashley Smith was highly unprofessional, rude and unhelpful with a terrible nasty attitude. Avoid this location like the plague. read more

Adrian was amazing with getting my mom set up with a new iPhone! He took his time answering my moms questions regardless of how many times she asked the same question. The manager Rick is very personable as well. He took extra time to get to know my mom and Poppa. I highly recommend this store. read more

Two hour plus times waiting on hold for customer service to repair a line they installed yesterday. No bueno.

First I am not tech savvy at all. I called the 800 number to complain about a late charge on my phone bill & spoke with Felix in Southern Georgia. He was so NICE & PATIENT and took care of that issue quickly. Then, he told me about a special that AT&T is running to upgrade my phone. He thoroughly explained the benefits for me since I'm on 4G and why this would be better. The next day I went up to AT&T Grapevine and was greeted by Naomi. She was fantastic, energetic and reinforced the information that Felix gave me. She took care of me in a professional, quick & efficient manner and ended with "if you need anything with your new phone, please comeback & I'll help you right away!" read more

I'm writing a review for this store for one reason only-because the website lied to me about the available inventory of the new iPhone 6S Plus in Rose Gold and it crushed my techie loving soul! I knew it was too good to be true, the exact phone I wanted available 3 days after the release date at this single store in the DFW area! I made an appointment and showed up, but before I wasted too much time I asked a store associate if the website availability was correct, to which she told me no, all the rose gold phones are sold out. By the way, I did call before I showed up but the answering service said that the inventory of available phones could no be confirmed via a phone call to the store. Seriously AT&T?! Nothing makes a supply chain management major angrier than inaccurate inventory results and poor systems that don't update in a timely manner! To the store's credit, the associates were friendly and nice. But AT&T shouldn't play with my emotions during iPhone season. Get it together! read more

Again today AT&T has lied to me. They scheduled an installation 3 weeks ago for home land line service. (Who does this any more) they were supposed tone here last Friday 8-12-16. After 3 calls on Friday and numerous promises that they would have it working that day, they didn't. So Monday 8-15-16 I called again and no one knew what was happening. They finally told me after hours of gold and research that it would be install Thursday 8-18-16. So this morning at 8am I called to see when the tech would be here. After 30 minutes they told me between 9-12 am today. At 11a when there was no tech here I called again. It's now 11:40 and I'm still on hold. But they have told me that now the line will work magically by 5 pm without a tech showing up on site. My guess is 2 hours from now I will still be on hold. read more

I didn't have an appointment so there was a small wait. After about 15 minutes I was greeted by an extremely friendly employee named John. He was very knowledgeable and more than patient with both my son and me. After going over my plan he made some recommendations on a few things he thought I could benefit from. He was not too pushy and didn't make me feel rushed into making a decision. MY KIND OF SALESMEN! If possible I will always request him to assist me with anything I may need when visiting this store. Great experience. read more

Do not buy anything from this location. I purchased a case here and was told that it had a 1 year warranty and regardless of what went wrong then to bring it in and they would replace it. I top part of the case fell off and was lost so i brought it in. That's when i get the "well we can't do that" they will lie to sell you a phone and accessories here. When i spoke with management i was told that u should have never been told this. I am canceling my service with ATT and i moving to T-Mobile. Hope it was worth a $3 Piece of plastic to lose a 12 year customer. read more

Not sure if you if you have to fail a lie detector test to work here, but rest assured, if someone works here and rest assured, if their mouth is moving they are lying! Liars liars liars! They don't care about the truth, they don't care about customers, all they're interested is when their break time is. Don't waste your time going to the store you will be lied to and disrespected as a customer! read more

I cannot praise Adrian enough! I was trying to re-establish service for my 91-year-old mother who had inadvertently had her wireless account cancelled. Even though he is mainly a sales guy, he figured out what happened and quickly re-established her service. I appreciate the fact that during these difficult times, this store has set aside the first hour of the day for seniors! I know Adrian will go far! read more

We went into the AT&T store on November 30 and had a great experience. Molly handled a very confusing phone change over involving three lines of service and was able to get me a significant savings moving from U Verse to DTV. I was really impressed on her attention to detail, professionalism and ability to work quickly. We were in and out in under 30 mintues. Most of that time was me fumbling around with passwords, etc. Thanks! read more

Was in today to exchange a case and charger today on corporate account. I forget her name but pretty blonde was very helpful with transaction. She even installed case and did a perfect job. It is good to see that there are service oriented people around and AT&T has one great one. read more

If you are using AT&T, save yourself some time and go to another store besides this one. Went there to pick up a phone I had ordered online, waited 40 minutes and no ones name had moved off waiting list. Spoke with the manager and she said "You came in an hour before closing, all of our employees are going home, what do you expect" I then said maybe I should go to Verizon across the street and was told, you do have choices, go there. AT&T must be proud of this manager, sending customers across the street. read more

Today I cracked my screen on my iphone 4s and went to this AT&T store. I was pleasantly surprised by the attention, service, and thoroughness that I received. Carlos Felix was the consultant who helped me and took the time to go over many options of plans, phones, etc....in a way that I felt he truly cared and not just trying to make a quick sale. I was still there at closing, but that didn't keep him from asking if I needed further help or had any more questions. I am pleased with my new phone and the service I received read more

Terrible terrible service. My wife and I traded in our Samsung that were paid off in order to purchase iPhones outright. We are STILL being charged for our Samsungs that had been paid off and that we no longer have. After talking to store employees over 5 times we are still being charged even though it is incorrect. Time and time again they keep telling me that the store manager is the only one that can change those charges. They reassured me that the store manager will call me whenever he is back. I have never received a call. Each time I've called back he is miraculously never there. The worst service. It's costing me money that I do not owe. read more

Good service vs. lack of it This is about providing service to your customers vs. making them feel insignificant and driving them away. First, I have been with AT&T since 2002, and have been going to AT&T stores for this kind of minor help with my cell phones since then, but it was my first time at the Grapevine store at 1401 William D. Tate. I was 3rd in line when they opened this past Sunday. I asked one guy standing on the right at the entrance my question on how to change the default navigation from my contacts back to the Google nav app. Instead of directing me to sign in with the guy who was signing everyone in, he hemmed and hawed and told me to ask the "manager". When I did ask him (his name tag said: "papa"), he very rudely told me that they were only sales people and they didn't know anything about the phones and to go to a big box store for help, all that without even bothering to look at my phone. Really? You're sending me to a big box store because you don't want to even try to help, just because I'm not making a purchase? He finally asked me to sign in. He was a piece of work! I work in management and your number one job as a manager is to keep the customers happy and NOT refusing to even try to help them because they're not buying anything today or because you don't even want to bother. AT&T: you really need to replace this guy with someone who has a clue! When I told the sign-in guy that I was 3rd in line and that I didn't think it was fair for me to have to wait until everyone was done, he apologized and said that there was nothing he could do. At that point I was fed up with these guys and their store and walked out. If they're only sales people then why do I want to go there when I can buy things online or at a competitor where they actually at least try to help? I'll just go to the competitor in the future for all my needs! My takeaway from that experience is that unless you're buying something, to NOT expect any service in that AT&T store. Is that the message that AT&T higher management wants to send to their long time customers? Too bad this store has given the AT&T brand a black eye. Now to the good service story: I was working in Oklahoma City this week and on a lark, went to the AT&T store in Del City at 5301 Main St. and asked a nice young man named Robert the very same question I asked the Grapevine employees and he fixed my issue in 30 seconds without me buying anything either. Now you tell me, which store would you rather patronize? No-brainer, right? In conclusion, DO NOT buy anything from the Grapevine Store because they won't even talk to you after the sale. Has anyone else had a similar experience with that store? I hope this helps others avoid my terrible experience at that store. Update: After Posting this review on the AT&T website yesterday, I got an email which stated that they would not publish it because it had "inappropriate content". If they call the truth inappropriate content, that pretty much tells me all I need to know about how AT&T skews the ratings in their favor by not posting negative reviews on their website. So my takeaway is DO NOT trust any reviews posted on the AT&T website. read more

We came in today and got Aaron as a helper. He went way above and beyond to help us get all of our requests taken care of. He was awesome. Very friendly and extremely helpful. read more

Within the last few months I've visited the store and received great customer service. Very noticeable, employees acknowledge new customers, greet and ensure all customers are properly assisted. Employees very helpful and knowledgeable, much appreciative. This location has become my favorite store within the DFW area. read more

They sold me on the DirecTV add on to my mobile account. Had to agree to a 4 hour window for installation - no call saying they would be longer than the 4 hour window. Wasted FIVE hours of my time before I gave up. Makes me want to cut the cord which I may do if this is a predictor of the customer experience. I have agreed to reschedule but if they do this again, I am done with them and will move my mobile service as soon as I can get out of the phone contact/hand cuffs. Seriously, if I provided this kind of service to my customers I would not HAVE any customers. read more

Lori was so awesome and helpful today! Didn't even wait a minute. She was very knowledgeable and made upgrading a breeze! Even sold me on a few things I didn't even realize I wanted or needed. read more

other than the normal afterwork crowd we were able to get in and get out quick. The guy behind the counter knew everything we asked.

I had the worst experience ever on communicating with the manager who was putting the least bit of effort into helping me. He couldn't explain anything correctlyi and acted like if I was wasting his time at 10:15 AM in the morning when there wasn't a soul in there but me. He made me feel like a complete idiot in a matter of less than five minutes of our very uncomfortable conversation... I apologized and walked out. I went to another location nearby and was treated with respect and taking care of 150%. Thank you Gienie for being so kind and helpful towards my purchase of the iPhone 6s read more

Stephen is awesome!!! I came in today having no idea what to do. I'm moving this weekend and needed to set up Internet and cable for the first time since I'm on my own now. He walked me through every point and every option and was so detailed to the point I had very few questions. I'm certain I got a great plan as well because I had others to compare to. I brought my cell phone plan over as well from Verizon and he made it so easy and I got a great plan, great new phone, and great price! He was such a great help and I will recommend this location to everyone! read more