The store manager, Christian was so patient, kind and knowledgeable. He helped my mother-in-law with her phone and helped me save money on my monthly bill! I've been an AT&T customer through its various name changes. This was the best service I've ever received. I highly recommend Christian and the Kaufman store. read more

Terrible customer service... I walked in and instead of being greeted, felt like I was inconveniencing the employee who had no one else there. I told her my phone just kept shutting its self off every 3 minutes and she decided to let me know she's not apple so can't help me. I asked about her looking up the best way I can get a new phone and finally she looked up the account... when I asked what the difference in the 17s were she said there's a paper next to both of them you can read.... Cecelia made me feel very unwelcomed and discouraged and even my kids noticed how rude she was Everything about her was rude, they had an area with legos and crayons and my 8 year old asked if he could play and she just ignored him. We went to Gunbarrell ATT instead and met Paul and he was AMAZING!!!!!! read more

Long review and I hope Devon the DM takes this post seriously. This is based on the person I worked with solely and not the store. My son and I had been shopping all day at multiple locations trying to buy a phone. My son wanted to just buy a new phone and attach his number to it. We decided to go to the AT&T store in Kaufman. Christan asked how he could help us. I made a comment about our experience and hoped he could help us. I may have been irritated, but I was not rude or mad towards him at all. I told him what we had been told and he interrupted me and said that is correct we cannot sell a phone out right. NO PHONE in the store. All they had in store was the iPhone 16s, as he didn't get the 17s because they were stolen. He proceed to try and sell my son the 16, which a customer jumped in and said are you going to explain the heat issue with the 16s to him, which Christan said he had a 16 and didn't have issues, but he had heard of some customers complaining. My son then asked what the difference was between the cameras between the 16 and the 17. Christan started looking at his phone and my son looked at me and said I guess I could of looked it up to which I replied no that's part of his job. Christan, without looking up at me said that's actually not true ma'am. That is not my job. My job is to sell you a service not educate you on the products. I was shocked at what he said. Waited a few minutes for my brain to compute. Then I said I'm sorry I have question. If your job is to sell a service and I already have the service (and have for 7 years), then what is your job because your not selling me a service. He proceed to say ma'am I'm not going to argue with you. I was not yelling or rude an any way. I said I'm sorry my question is valid. He just ignored me and continued to only speak with my son. I told my son it was his money he could do what he wanted. Christan explained he could get the 16 pro max 256g for $755+ sales tax and nothing would be added to the bill. AT&T would credit the remainder of the installment fees, which I said my bill will not increase at all. He then responded that is correct. My son said ok and he started the process and realized he could not offer this as it would only allow a $250 deposit so my bill would be increased, which I said nope (at this point in done). Christan said ok. He then said I can't do the deal, but he'll sell my son the phone out right (no installment) because I had a business account and he didn't want to mess anything up. At that point my son said so you couldn't sell the phone out right 5 mins ago, but now you can and Christian gesturing his hand at me said correct. She has a business account and I don't want to mess anything up and still gesturing at me with his hand said and I don't want to deal with her. I said you don't want to deal with me and he said I will not be insulted again. My son said no thanks and we left. I called my wife and said I want to love our business account to Verizon. She said let me call Gun Barrel. We ended up getting amazing help in Gun Barrell and we walked out with a phone from that store. I found out Christan is the store manager in Kaufman. This blows my mind. He is training people on how to deal with customers and that is how he acts. AT&T records their store and I beg the DM to pull the footage to see how calm and not aggressive I was. I'm an adult and talk to people as an adult. No need to get irrational or be a problem, but to act as though I'm a problem when I did noting but ask legitimate questions is unacceptable and it should be addressed. Christan should not be a STORE MANAGER because it is clear he doesn't like working with people. I could say more, but I have already made a formal complaint with AT&T corporate offices. This is solely so the issue can be addressed and fixed. I will never shop here again and I will make the 49 minute drive to Gun Barrel to work with Paul and Leslie. read more

The new store manager is really rude !!!!! We walked in to get lifetime screen protector installed again , no acknowledgement at all in or out or during time were there . 37 minutes she sat and talked about her hair with one customer then older lady she ignored who could barely walk . Went back today and told her she was rude and needed to go to school to learn manners . Lucky this time Dionee was there and able to help us . If this store reads reviews they need a new store manager who cares about customers more than her hair . read more

I want to say that this AT&T store is the worst customer service you can imagine when I say that I mean the manager and the assistant Carmen González is a despot and very unprofessional person, if she can be called that. She doesn't help nothing and today she even yelled like crazy and the worst thing is that the manager doesn't even put her in her place, on the contrary, she supports her, how ugly they treat the client like that if they eat from us. Everyone else who works there is very kind,there isn't another store there, it's a very small town and they take advantage of that one store. I wouldn't want to give them even a single star. Quiero decir que está tienda de AT&T es lo peor de lo que se puedan imaginar al servicio al cliente cuando digo eso me refiero a la manager y ala asistente Carmen González es una persona si sele puede llamar así déspota y muy anti profesional, No ayuda en nada y el día de hoy hasta gritaba como una loca y lo peor es que ni la manager la pone en su lugar al contrario la apoya que feo que traten al cliente así si de nosotros comen. De todos los demás que trabajan ahí son muy amables.Que lastima que no hay otra tienda ahí es un pueblo muy pequeño y se aprovechan de eso que es la una tienda.No quisiera darles ni una sola estrella. read more

Purchased a defective iPhone and the store wanted to charge $45 to exchange the phone. They gave me the option to go to the Apple store and exchange it for free. read more

There are a couple of employees there who work really hard and then there's the manager Carmen who is rude and not helpful at all. When I asked her name she refused the first 3 times and then finally gave it. I had to call my 91 year old mother in law and she was rude to her and just to,d her to call in and she could take care of this over the phone by speaking to the system. I ask her if my mother in law did not use a cell phone could this still be done and was to,d yes. When she called and I waited in the store, she could not take care of it because the system said they needed to text a verification code. She doesn't text. At this point I am escalating the issue. The two employees that are good are Staci and Porsche. And there is another employee that is always there but she just sits at a table and plays on her iPad. Whoever the DM for this location is I will find. I have already made a call to the escalation team. Hopefully when Carmen has her baby, she will get off her high horse. read more

Not a fan of at&t. People weren't nice, it's too expensive. I can go to cricket and use the same cell phone towers and pay less for the phone and service and the people are nicer over there. read more

I went in at the prompting of a friend to see if I could reduce my bill while still getting unlimited talk, text, & data, vs. my current of 12g plan on Sept 8, 2022. I was told by the young lady that indeed I would be saving $30 a month over my current plan by switching and setting up auto draft. I was surprised and pleased and asked several times if this was correct, which she repeatedly stated was the case. My friend was with me and also heard her stating this. My previous bills ranged from $118-132 for the 3 lines. This past weekend I logged in to see what my new bill was showing and to my surprise it was $159, so I stopped in the store to inquire why. I met with Carlos who reviewed the bill, but was unable to advise why the difference from what I was told. I asked to speak with his manager and this is when Leslie came out. From the start she was combative and not in any way helpful. They asked who I spoke with the first time, and I advised I could not remember, but was sure like anywhere one can see who processed a change of service. In a derogatory tone, she stated we looked over the notes and cannot tell. I mentioned that in any line of work people have a way to see who did these things, and that the store needs to back what was told to the customer. I would have not had any reason to change my plan if not for being told I would save money while still getting the unlimited features. I rarely if ever went over on my 12 data plan, and it slowing down if I did was not an issue. I asked to speak with Leslie's manager and she rudely stated they do not give that information out so I would need to call 611 to discuss my issue. I asked her to write down who I needed to call and also her name. She refused to write her name down on the paper. It was one of the worst experiences I have encountered with an AT&T store in all my years of being a customer. I would highly recommend going somewhere else. I work in customer service and management, and in no way would every want or allow my staff to treat my customers in this manner. Hopefully this stores district manager reads these reviews. read more

I was told the if I opened a new line and bought a new phone I would be able to buy an iPad Pro for a discount if I added that line as well, which I did. The store was disingenuous and sold me a 5th generation iPad I paid for it and realized it was not the product I was told it was and took it directly back to the Kaufman AT&T store the very same day and never once used it. I was charged $45 restocking fee, so I was not happy but dealt with it figuring I could overlook this. I had bought 2 iPhone X this very same day $999 plus tax and activation, fine it's a great phone; however, this store sold me Gadget Guard Black Ice Plus tempered glass covers and applied them to the screen of each phone. One of the tempered glass covers did not adhere correctly and had an air pocket under it that could not be resolved. This store would not make good on this error which occurred within days of buying the 2 iPhone X and within the 14 day guaranteed period. I went to the manager of the Kaufman AT&T store and she would not make good on their mistake but offered to sell me another tempered glass for another $49.99. I called AT&T customer service and they credited me the $45 restocking fee and mailed me out a new Gadget Guard Black Ice Plus tempered glass cover at no cost. I strongly recommend you go to the Terrell AT&T store, they will treat you as a valued customer. read more