1-Star Review Very disappointed with the customer service at the AT&T store on Fairmont in Pasadena, TX. My son went in today after speaking with Ashley Young last weekend, who had explained he could pay off his phone (on my 6-line account that I've had for over 7 years), and then trade it in to open a new account under his name. He's 20 years old and ready to have his own account. Ashley assured him this could be done, so he returned today ready to move forward. Unfortunately, Dalton helped him this time and gave him nothing but a hard time. Even though my son is listed on my account with higher-level permissions, Dalton insisted I had to be there to "remove him" which Ashley never mentioned as an issue. To make things worse, Dalton asked my son to enter his Social Security Number on the keypad without telling him it was to run his credit knowing full well they weren't going to let him proceed anyway. Completely unnecessary and misleading! My son left feeling frustrated and misled. AT&T just lost a potential new customer today, and after this experience, I'm seriously considering taking my 6 active lines (4 iPhones, 1 Apple Watch, and an iPad) elsewhere too. Disappointing service and zero accountability. I will pay them a visit tomorrow and depending on my experience I'll update my review read more

Summary: Tried to trade in my old phone and the utter lack of communication and transparency made me waste so much time, energy, and gas. Went there, ordered my new iPhone, got it through FedEx, and went to return my old one for the trade in. First time I went to trade it in, they said they couldn't until I turn off Find My and the anti theft. Went back home, did it, came back. This time, they wouldn't accept it cause I'm technically not an authorized user although my line is on the account (even if it's policy, still was not told about this). From the first time I went to order the new phone and with each visit, they never told me what I had to do next which resulted in a total of 4 trips to the store. Keep in mind that it's about a 10-15 min wait each time and about 40 mins round trip. And to note: the rep tried to upsell me on some plan by saying my new phone won't work right unless I get it. Which now that I'm using the new one, found to be false. Finally got everything set up and am good now, but could have been a much much better and smoother process. read more

I went to purchase a phone for my wife for her birthday at this location in Pasadena at the fairmont location. I was approached by a young lady very nice her name was Giselle. She helped me pick out a phone for my wife. My ultimate goal was to upgrade her phone as there was nothing wrong with her current phone other than it was probably out dated and definitely didn't have the proper storage capacity. So we tried to figure out what her capacity was and determine that it could be 256g so I wanted something twice that amount. I had made it very clear that I was upgrading her current phone. After deciding on a certain model we wrapped up the sale and the young lady convinced me to also purchase the apple watches which were on sale at the time which was buy one get one free. So I purchased them too and got the second watch for my daughter. So I left the store with the phone and watches. I gifted the phone to my wife that evening and she began the process of transferring over all her information to the new phone. Upon transferring the information the phone just froze and would not do anything. It was stuck on the apple logo and would not go pass that point. The young lady had given me her phone number in case we had any problems so I texted her that evening advising her of the problem without any response. Because the lady had disconnected my wife's phone and had connected the new phone to the service she had no service that whole day of her birthday. So all her family that tried to contact her could not contact her because the brand new phone didn't work right out of the box. The next morning I went back to the att store to exchange the phone for a working phone. When I got there the manager on duty look at the phone and tried to reset the phone. I told him that I didn't want a phone that I had problems right out of the box and wanted to exchange it. He said he didn't have another in stock but could order me another one. I told him if there was another store that might have one that I could go and exchange it. He said yes and said that the store in Friendswood outside of BayBrook Mall had it and I could go there and exchange it. Before I left i made it very clear to ask him if I was going to have any problems exchanging the phone for another one at a different location. He said no it's a warranty exchange. So I went to the other location and they were busy at the time so I had to wait about 30 minutes before I had a young lady wait on me. I explained the problem to her she looked at the phone and called out the model number and the capacity of 256g. At that point I said wait . The phone should not have been a 256g it should have been a 510g. The lady said we do not carry 510g at the store level... I told her that I was very specific that I was upgrading my wife's phone and not getting her the same capacity. At that point I was very agitated. I told her to just order me the correct phone and to reconnect my wife's old phone till the new one arrived. She told me that she could do that but to exchange the phone I would have to pay a $55 restocking. Keep in mind that the phone didn't work out of the box and 2nd they had sold me the wrong phone. I asked to speak to the manager and the manager was not help either. So I told her that I wanted to speak with her district manager. It took about a week till I finally got a hold of the district manager. The district manager did refund me $55 fee and said that the experience that I had at her stores should have never happened and was very apologizing for the experience. Over all the managers at both of these store receive "F" in customer service. How can you want to charge a customer a fee for a phone that didn't work right out of the box. And they have a 14 day warranty on phones you purchase at the store. But I guess that warranty doesn't apply. Buyer beware. I hope this review helps someone make a wise choice read more

AT&T Store - Frozen right out of box - Mobile Phones Near Me - Pasadena, Texas

Dalton is a liar he tried to say I had to pay full price for a device and I didn't have to I just hate the fact that they can lie to u and that's not even the case it's very frustrating when I'm willing to pay my hard earned money u shouldn't tell me no based on my appearance let att be the judge of it. read more

Ashley you a bitch for hanging up on me don't come here horrible customer service the worst AT&T store always a problem with the employees they never have a solution to any thing read more

UNETHICAL, UNPROFESSIONAL, ILLEGAL (insurance fraud)... Extremely disappointed with my recent experience with AT&T. I recently came into this location to pre ordered the iPhone 16 Pro Max (September 13, 2024). During this visit we were assisted by a representative named Roberto A. During this transaction he kept pushing the protect advantage insurance on us but I specifically told him I didn't want it because I had decided to keep my old phone as backup, in case something happened to my new phone. I looked at my bill today (October 19, 2024) because it was ready to view and I realized he DID add the insurance after I very clearly declined. This is extremely unethical, unprofessional and ILLEGAL (insurance fraud)!! This is also highly against company policy. We came into the store to get this fixed and we saw Roberto helping another customer. We were assisted by another rep and she was really helpful through the whole process. She ended up having to get her manager and as she did we noticed that Roberto went to the back. When the manager finally came to talk to us we explained the situation and he said that Roberto had already clocked out for the day. It all seemed very convenient and appeared like the manager was trying to cover for him. Regardless the manager ended up crediting us. Overall we're very dissatisfied with the entirety of this situation. I honestly wouldn't doubt it if this rep (Roberto) has done this to others. I would advise if you've ever had this rep to check your bills.. read more

Walked in before the rain hit. Well I believe the young lady who helped me today could've been she just seemed short in out initial dialogue but I think she maybe under the weather -ok possibly not feeling well. The but one get one free phone deal sounds good, also she maybe able to save me more money on satellite services. I got to go home and research this for myself. read more

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Horrible Customer Service. Wouldn't recommend doing business at this store location. Reps and managers can't seem to help you when you need it and want to give you the run around. It's really unpredictable and not helpful. They just want to talk to each other and go to the back for a long time with no resolution. Will be switching providers! read more

I went in with the intention of buying a new iPhone & getting new service through them. However, Jorge V. Was not only condescending, but also rude & impatient. I called the store to speak to a manager about my experience & they never answered the phone. I guess I'll give my business to another carrier. Dr. Gracia read more

Always a wait when I come here. It makes me hate coming to the store. Never really have problems thank god. So I don't have to come often. AT&T is a pretty good company customer service has always kept us happy. The only problem we have had is with the recent promotion for the new iPhone but I'm sure the deals will get better closer to Christmas. I love companies that reward existing customers and not just try to appeal to new ones. They just started a new loyalty program let's hope it works we Update so after countless hours on the phone with customer service and speaking with store location also an floor manger sight with th loyalty department. They refused to give me the quoted price of 799.99 for the new iPhone 11 pro max. I have been with them for 8 years. We also have landlines and internet and cable through them. I don't have 800 to just give up front. Me and my husband have up graded in two years. They keep tell me I have to add a line. Where is the loyalty at. I do t want to lose our number so dropping and adding a line is out of the question. I just don't understand how they can take a chance on someone who may or may not pay the bill but customers who have practically every service wi th you guys you can't seem to put this 800 on installment s all I want is the same deal you would give a new customer. I don't think I'm being unreasonable. read more

This location is so much more knowledgeable than the 45S location. Jorge here was very helpful. He was able to get us on a better plan for the same amount of money. It also would prevent us from incurring additional charges down the line. It's not super busy so the wait is fairly quick. read more

BEWARE: Military discounts DO NOT apply to IPAD services. The sales people will lie and tell you they do, but they do not. They only apply to wireless services. read more

I did the offer of getting a free Samsung Galaxy when you turn in an old one in any condition. I was sure I had an old galaxy at home. I got home and didn't have any galaxies, so I go back the next day and turn the new phone back to them since I don't have a trade in. One month later my phone bill is higher than expected. I call and they tell me it's because we didn't close the line for the new line we had opened with the Samsung galaxy. What person in their right mind wouldn't think "well there no actual phone on the line why is the line open". The employees at the store really need to value their customers and inform the customer the whole process (the lady on the phone said you can't even close an active line in store you have to call customer service) of closing an active line once the device isn't in possession of the customer. A whole lot of bs with this company if you don't keep up with your lines they'll go ahead and keep charging you stupid fees that don't even apply. read more

Went in for a new phone, had Caroline as our representative. Was asked about adding insurance to the phone. We repeatedly said no. We get the bill this month with a charge for insurance on the phone we had just bought. We repeatedly said no. Called customer service and they said we still have to pay the balance even though we said no to the insurance on the phone. If you go here do not get Caroline as your representative unless you want to pay more than expected. read more

I was a Verizon customer for 18 years and never thought i would switch! Victor did an outstanding job. He took his time explaining everything and made the process smooth and easy. I recommend anyone visiting this location to ask for victor! read more

The representative was very clear on the policy and plans I believe his name is Victor. Will definitely come back.

AT&T is the biggest joke, been a 4 month process wasting 10 hrs of my life trying to transfer my number from my parents account to my wife's account, I've been an authorized user for 10 years on his account and was the last time I came in to this pain in the ass store and not we have to jump through more hoops for them, definitely would rather just delete my account and go to Sprint or someone who actually wants to keep me as a customer. Pitiful company. read more

Employees are lazy and not willing to help. I tried to place an order for store pick up at this location on line for airpod pro. I selected this location, went through the ordering process and on the final screen noticed the website was changing the pick up location to one on the other side of Houston. I tried multiple times to no avail and finally called the store to confirm the product was there, in stock, which it was. The store manager suggested using the app. I hung up tried the app and the same thing happened. I called back spoke to the same guy who then claimed to have no knowledge of how to order online or use the app. So I hung up repeated the process on both the website and then the app which still did the same thing. I called back for a 3rd time and asked if he could process the order over the phone and give me the discount shown online, to which he refused. How is it my fault their systems don't work properly? Further more why are their employees not trained on how to work their systems? Either way its frustrating but never the less mute point because Best Buy process matches and are more than willing to help. read more

Came in to the store to get info regarding a possible trade in and or upgrade our phones, representative that helped us which I did not get his name, was plain and simple. I have never understood why ask me what I need before looking into my account since eventually you do have to pulled up my account. We had questions about a credit on our acct etc and what would be the best option to upgrading our phones. He was just so serious and basically was no help, I usually do everything online but since I was around the area we decided to stopped by, the past times I have upgraded my phone or needed help AT&T store reps are very nice, helpful and most of time go above and beyond. Not this time it just felt like we were wasting his time. read more

The most offensive customer service experience I've ever had. The manager didn't even have the decency to respond to my email with an apology. I will be contacting the national customer service line also....and never returning to this location. read more

This location is as awful just like it's customer service call center!!! They can't access my landline, and just can't accept that! The manager Derrick is so arrogant! Not ever again! I am going to have to get away from AT&T! read more

Horrible customer service experience. I will never recommend this store to any body. Derek there, in my opinion should be fired. I called AT&T national customer service and complained about this store and this Derek. read more

Worst customer service tried to return a phone that I got delivered to me that I didn't even activate or open. They didn't want to take the return but then would but charge me a $35 activation fee. They made me feel embarrassed by asking me why I wanted to return the phone which in my opinion is none of their business. The customer service rep and manager Ruben were arguing on the phone. Do not go to this store because customer service is horrendous! read more

Horrible customer service. Went in to inquire about exchanging brand new iPhone 13 and was immediately told it would have to be taken to Apple store. When I said it was new and I wanted to return it within the new phone return window I was told there would be a restocking fee and I had to have all of the original packaging. I asked to speak to a manager and was told the person I was speaking to, Victoria, was the manager. I asked to speak to her boss so she pointed me to an individual, Jorge, and said he was the manager. When Jorge spoke to us he repeated the same thing and refused to offer any assistance or even ask what was wrong with the phone. When I asked if he could waive the restock fee since he was the manager he said he could not. When i asked to speak to someone above him he said his boss was Victoria!! She said her boss was Jorge and that neither one of them had a supervisor above them!! They both refused to give me a name or number that I could call to speak to someone about my issue and essentially gave us no help whatsoever. read more

Store is always busy, but I make sure to set an appt so I'm in and out. They do have a kiosk pay station and it accepts cash, debit/credit AND check! Makes it a lot easier than mailing payment. Everyone is very helpful. read more

My husband and I went to have our phones upgraded to iPhone 7 and 7 plus. Christiana was our technician and she was wonderful!! Very knowledgeable and made it a pleasant experience. She placed our phone protectors on perfectly for us. We ended up both getting iwatches also . I highly recommend this location . read more

Everyone in the store was so friendly when I came in. I was upset about an issue I was having on my bill. Not only were they able to solve it but save me money too! This store will def be my go to when I need or want something done! read more

Horrible service. They are quick to sell you a product yet cannot even offer service at your home address. Walked into the store and rep says I need to call 800 number to cancel. Instead of taking the time to make sure all services are canceled since THEIR company cannot offer the service in my area. read more

Despite this store being busy my BF and I walked in and were attended to quickly even though we didn't have an appt. Christian and Lilly were awesome! It's customer service like what we received from them that keeps us with AT&T. read more