This location is great for me and my family. Thanks for all you do! Not only have I visited the office they have great customer service in person and over the telephone. I was able to call 611 on my own time and also access my account on the computer right away. Thank you!!! (2024) read more

I originally ordered our new phones and selected our plans online through AT&T. When we arrived at the store, we were told they couldn't do anything with the order I had already placed. I then spent nearly two hours on the phone with AT&T customer service trying to get that order canceled just so we could start the entire process over in the store. Once we started over, Shelby handled our account and plan. I had already selected the plan I wanted online, but Shelby told me I had to have the most expensive plan in order to receive the full trade-in value on our phones. I later found out that was not true. The plan she put us on would have cost us roughly $300 more per year than the plan I had selected myself online. What makes this even more frustrating is that I asked Shelby multiple times what our monthly bill was going to be. Each time, she told me that because it was a new account, there was nothing she could see yet and she couldn't tell me what our bill would be. After getting the new phones, a different employee told us to take our old phones home for a couple of days to make sure everything transferred correctly. I specifically said I didn't want to take them because I didn't want to make another trip back, but the employee insisted. Two days later, I came back solely to return those phones and waited over an hour. All three employees on the floor were sitting at one table with one customer while the waiting area continued filling up and people were visibly getting irritated. All I needed to do was hand over two phones I hadn't wanted to take home in the first place. Then I saw our bill: $432.72. I understand that a first bill can be higher because of upgrade fees and prorated charges. That isn't my complaint. My issue is what I found when I actually looked through the charges. In addition to being placed on the more expensive plan, our account had $19/month Protect Advantage added to each phone, $10/month Next Up Anytime on each phone, and a completely separate $25/month HomeTech Protection plan. I was never given a clear explanation that all of these recurring charges were being added or what each one would cost. I repeatedly asked what we would be paying and was told there was no way to tell me, yet somehow all of these additional monthly products and a more expensive plan were being added to our account. I've now had to go through the account myself, figure out what everything is, remove services we didn't want, and switch us back to the less expensive plan I originally chose -- while still receiving our full trade-in promotion. Between nearly two hours with customer service, multiple unnecessary trips to the store, an hour-long wait just to return two phones, being given incorrect information about the plan required for our trade-in promotion, and discovering all of these charges afterward, this has been an incredibly frustrating experience. Customers deserve to be told exactly what they're signing up for and exactly what it costs. Looking back, I genuinely wish I had walked out that day and switched phone companies. read more

I went in to get an upgrade on my iPhone, the green haired girl (no name tag) that was helping me took my phone to check for viruses, she told me that Bible apps have viruses, so without my permission she took off all my Bible apps!! I am so mad! Now I just might change services. read more

This is the worst cell phone store ever. I made 7 trips in 5 days at their request to try to get a new phone as an upgrade that I had coming. Initially I was told I had to wait 48 hours due to losing my phone. Then I was repeatedly told by different people that they couldn't access my account, and that I had not waited 48 hours. I produced their email showing that it had been almost 3 days. Then I was told to come back when the manager was there, and he could do it. First trip, he was there, but the system was down. Took my number, said I would be his first call when it was back up. It has now been over a week (and 2 more trips back trying to catch him). So i finally just went to another store and bought one. Now I will wait until I have time and change networks after over 40 years with at&t. This store sucks! read more

Made promises that would not stand behind put put 75 and 80 year old one thousand dollars into debt. After speaking with the manager Edgar felt like he was just laughing at me when i left the stone for the second time no help at all read more

Went to set up new Apple Watch AW cellular service. Came home & promised free set up was not free. Had to go back to resolve. Now, resolved.

On the busiest shopping day of the year (Black Friday 2025) I ventured into the A T & T store in Kerrville, Tx. The store was extremely busy and I almost left before placing my name on the waiting list. Especially since I had worked for hours with the A T & T store in Conroe Texas trying to move my company phones from T Mobile to A T & T. But so glad that I did!!! In a very short time a friendly gentleman asked if he could help. I told him that I had my doubts. After all a "company store" was unable to have my lines transferred. HE assured me and guaranteed that they could in fact accomplish that even on this busy day. This led to a tremendous show of patience, perseverance and tenacity to fulfill their commitment to me an out of town customer. Six hours later Jack and Shelby working as a great team had not only ported my lines but arranged all new equipment under "Black Friday Deals". I was no longer tied to T Mobile but had been Blessed to a move to A T & T with all new equipment for me and my Team. Additionally blessed all of this came with a $180 dollar reduction in my monthly bill. IN 30 years dealing with Nextel, Cingular, Sprint, T Mobile and A T & T I have never experienced such a commitment to customer service. They are so good they are worth a 6 hour drive to handle your account!!! Thanks Jack and Shelby!!! read more

The worst customer service I received in my entire life. ias a paying customer needed the restroom. They tried sending me to star bucks. when I became upset they kicked me and my 87 year old mother out and the manager called me an asshole. crap crap crappy service. I will never support them. read more

Our modem was faulty, so we ordered a new one. It was to be delivered to our home. They verified our address numerous times, but we never received it. We reordered two more times and still it was never received. They all were sent to the ATT store and we were never notified by the store that they received these deliveries. We were told these were to to be delivered by UPS. We were without internet for 3 weeks. ATT store said they didn't contact us because they didn't have our number. We have all our tech with ATT: phones, internet and cable. They couldn't contact us? Too lazy!!! read more

Service was great! Angel helped me find the best phone for me with a great deal. He helped set it up since I am technologically challenged. Much less painful than anticipated. read more

I would give -stars if that were an option. I was visiting my parents and trying to get their AT&T bill lowered and streamlined and also to get my mom switched over to an Apple phone and iPad which I think would be easier for her. Because my Father is dying and needs to get things ready for my mom. That said, the customer Service at this store was the worst service I have ever had in my entire life! It would take too long to address all the issues we had with them but trust me it was awful! Then I asked for the manager and he was worse than the incompetent salesman..If they didn't have the best coverage I would have gone elsewhere for business, they obviously know that. But to be so disrespectful to people in their 80's is a shame. Sandy Ohlson read more

Great service today and they were super busy. Make an appointment if you can. Otherwise, you may get behind me in line and I always need advice and have questions. They are patient, helpful, thorough. read more

I went to AT&T today to switch a phone with an upgraded one. The customer service team was awesome. Diego took care of me easily and he and I and several service people had a great time talking and having fun WHILE he took care of my phone needs very professionally. Who knew that such a visit could be so wonderful? I'm totally a fan of this store and team! read more

This is not your typical store. Extremely slow and salespeople apparently must verify EVERYTHING with the manager. When I signed in, took that person 10 minutes to verify the offer was legit ($200 iPhone trade-in). Then after waiting 30+ minutes, the salesperson that waited on my had to do the same thing. Another 10 minute wait to verify it. Then I gave her my driver's license and it didn't match verbatim with my account, she took my driver's license and disappeared. I had enough time to call AT&T and change the name on my account. Afterwards, she still had not returned. Now I have been in the store over an hour. I asked a gentleman to go get my driver's license from her (in that mysterious back room) and he came back out and said, she's coming out with it. Not so fast. Another 5-10 minutes and she appeared. I'm sorry, but now I have wasted all afternoon. I left in disgust. She could only give rote responses to why I had to wait. Not a typical AT&T experience at all. I would avoid this store. read more

Once again this store was awesome!! I live in Fredericksburg but drive to the AT&T store in Kerrville. Thank you so much Diego you were awesome! read more

My representative didn't try very hard to help. My wife and I are long time customers and and pay a lot for our services each month. Our contract periods are up and we will be shopping. When told of that, our representative didn't care. read more

I went in this evening to get a plan around 19:00 and there were 4 workers and 1 customer ahead. The guy who opened the door took my name and immediately disappeared into the back, followed shortly after by the lady working the desk. The remaining worker, while waiting for the phone he was working (to download software, update, who knows what), decided to watch TV instead of helping the next customer. After 20 minutes of being in this situation, I decided to leave and get my plan elsewhere. read more