Follow-up to my earlier review: The manager, Kat, did not honor the offer she put in front of me at the store. Instead, the price per month went up $20/month. I lost time to service, did not get the offer that was sold to me by the manager, Kat, and now I have no intention of going with AT&T at all after being lied to, judged and treated rudely. read more

I have been an AT&T customer for years and this was by far the most uncomfortable experience I have ever had at an AT&T store.My family and I visited this location because my 19-year-old brother, who is a U.S. Marine and was home on leave before his deployment, needed to replace his broken phone. Since this was his first time purchasing a phone on his own, he understandably had questions regarding trade-in options. The interaction started off strangely when the sales representative asked for my mother's ID. After briefly looking at it, he immediately handed it back. My mother politely asked, "Do you still need my ID?" and he responded, "I said I needed it for a second, that second has now passed." The comment was unnecessary, bizarre, and immediately made everyone uncomfortable. As we continued discussing the phone, my fiancé simply mentioned that he didn't think a broken phone could be traded in. Out of nowhere, the representative threw his hands up and said, "Is it me, or are y'all extremely aggressive?" We were completely caught off guard. None of us had raised our voices or behaved aggressively. We all looked at each other wondering where that comment had even come from. The interaction left me so uncomfortable that I was literally shaking, and I told my fiancé we should leave and go elsewhere. We drove to the AT&T store at Willowbrook Mall instead, where we had a completely different experience. Caitlyn was incredibly kind, patient, and helpful, and manager Miguel was wonderful. They treated us with respect and made the process easy and pleasant. I also called this location afterward to speak with the manager because I genuinely would hate for another family to have this kind of experience. While he wasn't rude, he came across as dismissive and lacked the empathy and professionalism I have come to expect from AT&T. I understand mistakes happen, but I felt my concerns were brushed aside rather than genuinely addressed. Thankfully, the team at Willowbrook restored my faith in AT&T customer service. If you're deciding between locations, I highly recommend the Willowbrook Mall store. Save yourself the stress and go where you'll be treated with kindness and respect. read more

La'Darius was so awesome and knowledgeable, he made our experience extremely smooth! Highly recommend, he definitely knows what he's talking about. Great customer service. read more

I'm telling you now I've been with T-Mobile for eight years and I had an AT&T person show up at my house and tell me if I wanted to switch over that my payments would go down about 80 bucks and it was a better deal. I got four free phones. I'm telling you now people do not do it. Worst decision of my life. My bill number one has been more money than it was at T-Mobile. Also I had credit collections call me because they did not take care of the T-Mobile like they said that they were going to And not to mention the service is worse. They don't have the 360 where if you crack your screen protector you can go get another free one at at T-Mobile. It was nothing but a bunch of benefits att-Mobile and AT&T is nothing but a bunch of extra fees and lies. read more

Well it's been about a month since this incident happened. Nonetheless, The store manager Marshall still hasn't reached out to resolve the issue, but I get it ego plays a big role in this matter moving forward. ATT regional and area managers have done very little to investigate and keep up to date reviews about what's going on at this store. I'd hate for other existing loyal customers to continue to waste their time and hard earned money on terrible customer service. Do y'all need my cell phone number to reach out? An email perhaps? I'm more than willing to dish out this info and resolve the issue. As it comes to mind I can't get a return on my time wasted at your store, but we can have a discussion with higher ups about where you stand and how you handle customer interactions.. Let us know when you're ready, I'd imagine you're very busy handling multiple tasks at one time. Marshall, I seen you responding to 5 star reviews, why don't you respond to mine? I was just in your store 30 days ago you got 5 star reviews 20 days ago and responding, what's up with that? Would everyone like to see the receipt of my bill when I PAID IN FULL for a brand new iPhone 11Pro at ANOTHER store because I was "shushed away" to the store on I45 and west rd? Very well...... read more

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Was ready to upgrade 2 phones...was informed going to Apple store would be best. Gentlemen was courteous about it... however we were waiting for appointment. read more

My husband and I came in to this store wanting to upgrade to the iPhone 12. At&t rep Giselle helped us and she was horrible. Very low energy- she seemed as if she wanted to go home. Not pleased at all. We are customers and we should be treated as such. We asked to speak with a manager and he was able to answer our questions .. ultimately I would much rather take my business to Verizon across the street because GISELLE left a horrible taste in my mouth. read more

STAY AWAY FROM THIS STORE! This was my first time buying a new phone and opening a new line with AT&T, the employee named Shaquana - told me I will get 200$ credit bill that will be deducted from the bill 5$ every month. Then I came back to get my order and activated the eSIM. She still said that I still got 200$ for the credits bill for this promotion. However, after the phone was already activated, they refused to give me a $200 credit because I had paid off the phone. I feel like they tricked me into buying this service. Today, I got the phone bill with an additional insurance charge which I didn't sign up for. I came to the store again and questioned about the insurance - this time talked to a manager who didn't help with the $200 credit. In summary, I felt cheated twice at the same store. Bad service! Don't come here. read more

Please don't go here. It is not set up and it looks horrible plus they sold me an old item that didn't even work when I got home and when I went to return it they said it looked like I had taken it out and sealed the items. So have fun read more

Went into the store to get help transferring info from one phone to another - had purchased a new phone online for my daughter. The employee told us she would check us in and then told us that she would make an appointment for a phone consultation to get the transfer done from "the comfort of your own home". I told her that we had LEFT our home to drive to the store for this... She just kept telling us it was the only way. Absolutely no customer service at this location. We drove two miles down the road to another location and had everything handled. Skip this location and go two miles east on 1960 to Champions Forest. Great service there. read more

We have been having problems getting our internet reconnected after AT&T wrongfully turned it off. AT&T scheduled a technician to come out and he never showed, so we went to the AT&T store to schedule another appointment. The AT&T store scheduled yet another appointment for the technician to come out again. The technician did not show up. That was the second appointment that was simply cancelled with no explanation. We have been on the phone, visited the store, and the issue has been going on for a week. Do not trust AT&T. Get another provider. You will be glad you did read more

This was an amazing visit, Kat helped me and was very patient. She helped me from beginning to end, even when I stayed in the store longer bc I was having issues with a few things. I didn't want a case or anything but ended up buying one with a screen protector bc they was having a buy 2 get 1 free (I got a blue tooth speaker for free). Overall the customer service was great and Kat was so helpful and nice. Not only helping me but also other guest that was walking in. So if you stop by there ask for Kat!! read more

Horrible customer service from Maysoon and Camron! My account was showing I owed a past due account and could not add an additional phone line to my current account that has 5 lines and I pay over $350 a month for! I explained to them the past due had already been paid and verified with a customer service supervisor so I kindly asked them to call and find out what the problem is because it has been 2 weeks since I paid the past due. They refused to look into the account and after I got so upset and cursed since I pay over $4,000 a year and have been with AT&T for years I was asked why I was cursing I said bc if you can't tell I'm very upset and you aren't wanting to help me and they told me to leave the store! WOW horrible service because had they just called to help I would t of gotten so upset! read more

The absolute worse experience especially as a new consumer. I recently switch to ATT from T-mobile. I was directed to return my phone to the local corporate authorized ATT office. I did exactly that. They didn't have a clue to what to do at all. This store is not trained adequately at all. read more

I would suggest avoiding this location if at all possible. I dropped my phone and broke it, so I came to this At&t store looking to buy a new phone. I tried to buy an expensive phone, the the store employees wouldn't allow me to buy the phone in one payment. What? They claimed to only offer payment plans. The only phone that was (apparently) available to buy in one payment was an $86 Samsung, so that's the phone in ended up buying. The sales guy also tried to scam me into buying two additional products by claiming they were gifts and only $0.99 apiece. The products themselves were free, but he only admitted to the activation and monthly fees when pressed. After paying for my new phone, the salesman was "unable" to transfer my contacts from my old Sims card to my new Sims card....Even though the Sims card currently works in a phone. After my new phone was ready to go, I got into my car, and was preparing to leabe when I realized that the salesman had never activated my new Sims card. So, I had to go back in the store, get back in line, and spend an additional hour with a different salesman setting up my phone. Summary: Never enter an AT&T store even under threat of death. You will enter with a simple 5 min issue, and leave 3 hrs later having likely accomplished nothing. Buy your new phones online. It will be cheaper, less time consuming, less stressful, and with the benefit of scamming. Also....I am seriously considering changing Cell phone carriers. read more

The Manager Edgar is not doing his job. Completely ignores customers. Paola is incompetent, she left me alone and did not have the knowledge to help me. Interrupted another customer to get the right #. The wait time is horrible. 45 min to get a phone activated. Don't come here. The Manager puts you on an endless wait list. You would think they would be trying to sell since I have an Otter box in my hand. SMH. Keep watching people come in and leave after 15 min of waiting because they don't get help. WOW read more

AT&T Store - Wait time is horrible. List goes on and on and people leave and leave I helped and mad. - Mobile Phones Near Me - Houston, Texas

* Mad as hell right now! I went in to get an insurance phone activated with information transferred from my old phone to the new phone. I was told that they could do basic set up and someone would call to transfer all my other information. I was given a time for that "service" and waited at home. Got a text message 5 minutes out telling me to be ready and to have the AT&T Pro Tech app ready. I got the call and a RECORDING instructed me to press the appropriate key to be connected to the TECHNICIAN who was going to help me. After being connected I sat there for about 3 or 4 minutes and was DISCONNECTED!!!! Not knowing the text message WASN'T from the technician and was automated, I called the number where the call generated from, the RECORDING came back saying my number was not associated with any service requests. WTH???? I tried calling the store 5 times and each time I let it ring until another RECORDING came on and told me to try my call later, and as fate would have it I am hanging close to home because I have two video conferences tonight, and can't hot tail it back up to the store, but I bet you I'll meet them up there bright and early in the morning! This is ridiculous!!!! I have been an AT&T customer for over 30 years and I am sick of the substandard services and accountability. They'll be quick to say I must have missed the call or wasn't available at the set time. Ummm, NO! I WAS DISCONNECTED FROM Y'ALL'S END! I am so frustrated right now I want to take this phone and throw it out the window ALONG with AT&T!!!! * read more

Came here today and the two associates made fun of my I phone 6S. I felt bad because they said to go somewhere else to buy a new I phone SE. will not be coming here anymore for business. A not very friendly environment. read more

Great customer service. Nes was very helpful and patient. Regardless of time and it was nearing closing, they were very pleasant to their customers. read more

Worst experience ever I made an appointment for 6:30. Now is 6:50. 3 ppl just walked in. And got assisted before me. What's the point of doing online appointments. read more

Cristine A. is an outstanding customer service representative! I came to the store angry because the installer for the appointment I had scheduled online with AT&T was a no-call, no-show. Cristine A. spent a lot of time drilling down to the problem and getting the problem corrected. In addition, she provided me with her business card and work cell number. She kept me informed throughout the entire weekend as to the status of my installations. She was absolutely relentless in staying on top of the problem and seeing to it that it got fixed while keeping me informed the whole time. She is the only reason that I stayed with AT&T for my business and personal cell service because I was ready to stop all when I went to the store that day. If my company were hiring, I would do everything I could to hire Cristine A. away! AT&T, you are lucky to have someone in your employ with her attitude, her drive, and her customer service skills! read more

This location is run very poorly. They have one representative and an assistant who simply logs you in on her iPad and basically gives you a place in line. We currently have 6 people in front of us and we're told we have at least a 30 minute wait. I spent 30 minutes on line and 45 min on the phone with AT&T prior to coming here. I thought I'd have better luck in person. Lol. What a joke. Al I need from them is my PIN # so I can set up an online account. Because my phone was on a business account NO ONE seems to know how to help me to convert it to a personal account. I feel like I'm at the DMV! read more

Just left Att at Willowbrook. Excellent customer service from Jeremy from the beginning until I walked out the door .

I was provided with the best customer service by Donald. He was very nice, helpful and friendly.

This store is awful! Walked in and waited 5 minutes. Never even recognized by any of the staff. Never asked to sign in. Never approached. I walked out without any of the staff even saying so much as one word to me. Not to mention... there were a bunch of thugs in the store. I didn't feel safe at all. Willowbrook mall/area has really gone down hill. I left and will NOT be back! read more

Worst store I've ever been to. I was told there would be a 15 minute wait to return an unused car charger, easy transaction. I watched 3-4 employees stand around talking about Christmas lights while three people including myself just stood there, waiting. Actual return transaction took about 8 minutes, go to ANY OTHER LOCATION if possible. read more

I wouldn't say they were helpful nor did they really care. With the lady who scoffed at the reason as to why I came in the store, I would have preferred to have gone to another location. Usually, when you go into a store, there is someone to greet you...in my case, they just looked at you and hoped someone else would do their job. Needless to say, never coming back here and this is the most convenient location for me. read more

My wife and I need to report a situation of the local ATT owned store that is located at 7911 FM 1960 D, Houston TX 77070. On Sunday, August 19th, 2018 we went to that store because it closes to our resident and we would like to purchase two new phones. We encountered the unfair treatment which led to discrimination and racism. Store manager on duty, Ms. Victoria took side to her employees although she knows to stop the act of that employee must be immediately. We did not accept her apology because it was not sincere. We asked her business card and information of escalation process but she said she did not have and directed us to the google searching engine. When my wife and I both are Asian. We went to that ATT owned store this afternoon at 3:45pm today, the lobby was crowded and had 3 other group customers waiting to be served without having any ATT store employee to sign them in onto the waiting list system. 10 minutes later, there were 4 more groups of customers came into the store. 20 minutes after 3:45pm, there were 2 other ATT male employees came out from the back room of the store. One of them has a name tag Mr. Luis. Mr. Luis started signing people into their wait list system by asking who is at the store first, my wife and I told Mr. Luis those 3 customers were ahead of us. Mr. Luis immediately put them into the wait list and we were the 4th one on the wait list. 4 other group of customers who came after us were being sign in by other grey polo shirt with beard male ATT employee without a name tag. After the 3 group of customers ahead of us were being served, the grey polo shirt with beard ATT male employee without a name tag immediately went to the group of caucasian who came after us to serve them. My wife and I were on the wiat list system as the 4th group of customer as Mr. Luis showed us, why the grey polo shirt with beard ATT male employee without a name tag walked by us to help the group of caucasian who should be the 5th group customer in the wiat list system? Mr. Luis were still with his customer but we apologized to him for interrupting him first then we asked Mr Luis a simple question of are we the 4th group customer on the wiat list system. Mr. Luis confirmed it and told me to confront with that grey polo shirt with beard ATT male employee without a name tag immediately. My wife and I went to confront with that grey polo shirt with beard ATT male employee without a name tag by nicely asking him that we are the next customer he should assist. Guess what! He told us that he cannot stop not to help that 5th group of caucasian on the wiat list system by helping us as a next rightful customer on the wait list although Mr. Luis knows and confirms we are the 4th group of customer. We went to Mr. Luis to trouble him again and seek for manager on duty. Ms. Victoria as a manager on duty came out from the back room by telling us that her employees was not wrong to take the 5th group of caucasian customer instead of us as the 4th group of customer. Ms. Victoria said that she apology to us only for the grey polo shirt with beard ATT male employee without a name tag who is currently unavailable to help us but not for his wrongful act to choose the customer base on the race. Ms. Victoria as a manager on duty immediately asked my wife and I that this is the customer service world especially this is the situation already, what do you expect? We told her that that's why we seek for manager to assist for this situation which is subject to discrimination. We further told Ms. Victoria that any customers who came before us and were still currently being helped in the store can be our witness of we are the 4th group of customer on the wait list system. We did not accept her apology because she was not apologizing and she refused to acknowledge the wrongful act of her employee. We asked her that we need to escalate the issue further, please provide us the information of ATT corporation complaint department. Ms. Victoria refused to do it by telling us that she is a new manager on duty in the store and told us to google the information by ourselves. read more

Love all the employees at this store. Yes, it's a busier store, for all those complaining about that. It's one of the busiest stores in Houston but that is because the service is great and people come to that store because they know things will get done correctly. The employees there have been there a long time and are very knowledgeable with all products! read more

In and out quickly for a new Sim card. Great service. I like being met at the door and quickly directed. They are pretty busy and I'm sure they get full quickly as they are in a busy part of town. But I was very pleased. read more

Walked in to get a next upgrade. The associate starts the process, charges me the fee, and THEN rejects my phone for the most minuscule scratch I've ever seen (didn't notice it in broad daylight). So now when I'm trying to leave I of course ask for a refund because the phone didn't get checked prior to me being charged and they tell me they will have to credit my bill since I paid debit. Between this lady going back and forth from the back and having to check with the manager over this scratch they wasted 30 minutes of my time and now I'm out the money I need to use for insurance to now get a new phone until my bill comes around in 3 weeks. Garbage. read more

I love At&t and I use to even work at an authorized retailer store for At&t. So nothing against at&t but the customer service at this store is horrible... The manager just sits on his bum and says that he can't help with something as simple as activating a SIM card, a lady comes in and he apparently can't even help her with a simple bill payment.... So what's the point of having a manager around if he can't do anything? Pretty useless if you ask me. Not gonna lie not the best management here and definitely needing some improvement. (Needing a new manager maybe?) read more

We've been with AT&T since Aug 2008 Not so much the particular store but w/ their online and phone customer service. This just happens to be where our nightmare started. My wife and I had 2 different iPhones on 2 different plans, my wife's a pay as you go plan We wanted to combine them into 1 family plan AT&T wouldn't let us since my wife didn't renew when we decided to combine. AT&T told us we needed to prepay for another month before we could combine (basically pay $35 just so they would put the number in a family plan) Several days of this we switched carriers. Three weeks later and several requests AT&T will not unlock the phone. The reasons they give are incorrect such as the phone must be under contract for 6 months - it's been with AT&T from Aug 2008 to Nov 2013. They had the IMEI number incorrect, I had a case number which later they couldn't find. Needless to say after three weeks we're not unlocked and we've been told we have to wait until 21 Jan 2014 to try again. read more