I have 2 issues with this store, adding extra fees without permission and horrible customer service! 1. I traded in 3 phones and said no to all upgrades, however when I looked online at home I was being charged an extra $110.00 (not counting tax) A MONTH!. They added Next up Anytime and Protect Advantage onto the phones without my permission!!! 2. To correct the above issue I made a reservation online and went in 5 minutes early. One employee was just sitting at a table looking at his phone. There was one other person waiting besides me. I saw my name on the screen for my appointment time. I stood there for 15 minutes with never being acknowledged by anyone, then my name just disappeared off the screen! Customer service is horrible!!! read more

My boyfriend and I stopped by to see about upgrading his phone. Rafael came and greeted us and offered his assistance. He was courteous & knowledgeable about the phones and deals they had available. He was very patient with my boyfriend who's not that technically savvy. He got a great deal on a new iPhone and helped him set up his new phone. We had a very pleasant visit and appreciated Rafael's help. read more

The personnel at the store are courteous and customer service oriented. Scottie was the technician that helped my husband set up his voicemail. AT&T support online and over the phone support were unable to accomplish a set up. Scottie followed the usual protocol which yielded negative results. He did some further research into the details of the account involving the instrument on which voicemail needed to be set up. He made an adjustment and was able to successfully set up the voicemail. He went over and above the general protocol to do this. We appreciated his willingness to troubleshoot the problem and provide true customer service. I will recommend everyone to the store and to seek out Scottie. read more

Sarah was a G and stayed after the time she was scheduled I fixed all problems with ez

My husband did our upgrade at this location with Rosa turned in his iPhone 14 Pro Max & we get several texts messages stating they have not received phone. I called store & Rosa claims they looked at cameras & they didn't see him turn it in then changed her story & said that they are going to look at cameras. Spoke to several reps who stated my husband did not need to turn in his phone as he paid off & did not receive credit for it. So nobody knows where my husband's phone is apparently & said I might have to go to cooperate! So finally spoke with Rosa walked in with a attitude came up to me with paperwork stating AT&T over charged me she can not help me said my husband was going to Arlington to take the phone & I said my husband does not even go to Arlington we live in Forney. She changed her story oh I mean Forney then says cameras will take 3 months to come back with footage of that day. Be careful when turning in your phone with ROSA get a receipt with proof. Changed her story up 3 times . read more

Worst customer service I've ever experienced. Total rip off, they do not listen to what you want but instead sneakily sign you up for things you do not need and constantly push add ons and upgrades. Went in for a simple phone upgrade, left with a massive headache, my account was ENTIRELY SCREWED UP and ended up with fees and charges I did not sign up for. It's way too expensive for crap service. If you're not on WIFI, GOOD LUCK! If you want to test your patience and be given a phone you despise, certainly come here. read more

The customer service is extremely lacking and slow. They sign you in after waiting 20 minutes without even acknowledging you came in. Waited another hour and they skipped me and my name was no longer on the screen as being signed in. I bought this to the attention of the person who skipped my name and she stated simply that she no longer saw my name. When I advised that I was behind Dianne she ignored me and another employee stated she is right she was behind Dianne. The dismissive employee continued to dismiss me. Thankfully the other employee was much more professional and stopped what he was doing to assist me. I only needed to drop off the phone that I had to return for the new iPhone 16pro max(the worst upgrade ever) do NOT waste your time here, drive another ten minutes to a location that is actually functional and properly trained. Also save your money and avoid the 16 promax at all costs....no pun intended read more

My client advisor was nice, professional. knowledgeable and helped me fix my issue. Samuel was top notch 5 stars

Great service by Gilbert the store manger. Thank you. ....................................thank you. Thank you

Terrible customer service, overcharged and had to wait over an hour to fix what they messed up. Will go to a different location next time or back to Verizon read more

Been waiting 37 minutes and counting. Whoever the floor lady is right now is useless and makes absolutely no effort unless your buying a new phone. I know this for a fact because we were there for an insurance replacement and told to wait outside or in our car until we were called in. This is where I felt the bs start to come on. As we were walking out to wait another customer comes in and asks about upgrading. She said the same thing to him, however it probably wasn't 5 minutes and he was called in. Went back in after 15 minutes to ask for an estimated time. (Now remind you this is 5:30 ON A MONDAY). She said to keep waiting and when one of the sales reps were available they would call/text. 10 min later a few customers finish and leave. The sales reps just went into the back room and never came out. Update: Just left, this place sucks, the lady working the floor should be fired, today is 1/4/2021. On the off chance this gets read by management.DO NOT COME HERE! read more

I understand that the pandemic has caused a lot of companies to suffer and companies are short staffed but this past week we went into this AT&T store and Brandon was our rep. He was completely lacking any customer service skills, he was short with us, rude and totally disinterested in selling us anything. He argued with us and we had to fight to get any information. There were only 2 other customers in the store and several reps standing around with nothing to do. He acted like he was doing us a favor by being there and we were disturbing him. We left there and went to Verizon. DO NOT DEAL WITH BRANDON AT THE ROCKWALL STORE. Cons: store was clean, plenty of staff to help. read more

My 12-year-old son has an iPhone 11. We purchased the screen protector that has a lifetime warranty. Which is a crock of shit. Considering they don't carry the iPhone 11 screen protectors anymore and they have discontinued them. So they make it a whole deal more difficult to get the screen protector replaced. And then this guy says oh well we can get you an upgrade. No my 12 year old does not need a damn upgrade. He needs to protector on his phone so he doesn't break the current phone that is perfectly working now. Absolutely not helpful whatsoever. Would not recommend going to the store in Rockwall at all. If I could give less stars than one I would. read more

I worked with Samuel & he was so helpful with my complicated phone situation when ordering an upgrade. He was very informative & friendly during the entire process in helping me. I will be driving the little extra to come here in the future again read more

Only use this company if you are ok with being ripped off! I've never been more frustrated with a company and how little they care about their customers. We switched our service with a promise of new phones and a lower monthly bill. A door to door AT&T salesman sold us on this package and we traded in seven paid off phones, and received new phones and a bill that was $100 more than what we were paying. They didn't give us credit for any of the phones we traded in. Even though I've provided them with all the serial numbers of the phones, they say they can't find them. One phone was turned into a store and the rest were handed to the sales man. The frustration though, is that I've been calling every month for the past 8 months to resolve this. I've talked to the district manager, store managers, customer service managers and they all say they will look into it and get back to me. Not a single person has. Last month they even located two of the phones in their system and said that a credit would be applied in my next bill and there has been no change. I hate to write a bad review, but I've given up on them helping me and honoring what they sold us on. read more

Terrible service... I'm in the retail business, and this place is sneaky.. Constantly trying to push extra's in without you knowing more than you need... and the customer service sucks just as bad read more

Terrible service from Danny. Rude and uncaring. AT&T has really gone down hill. I have 9 lines of service with them and I regret it everyday!!! I will be leaving them soon. If you're smart, you will stay away. read more

Terrible service. Had an appointment scheduled, showed up early but still had to wait almost an hour. There were several employees just standing around chatting and not helping anyone. Asked one of them to help us and he said he couldn't because "he's a manager and has to be available for emergencies"...even though he was helping another customer before us. They would only let one of us in the store at a time so we were constantly having to go back and forth to give our information. Horrible customer service! read more

I came in and was not even welcomed.. Knew it was going to be bad when the guy in the beard and plaid shirt approaches me, let's call him lumberjack man because he didn't give me his name. He informs me he is closing in 3 minutes!! I tell him George is pulling in and he says good because he can't tell me anything, and he walks off.. I take a seat and wait and he comes out and locks the door!! In tell him George is pulling in right now and he informs me his manager said lock the door.. In said so your locking me in and can't help me? He says yes!! I tell him to let me out and tell him he has crappy customer service( that's the nice way of what I said) what kind of customer service is that!! You stink AT&T!!! I gave you a one because I can't give you a minus five!! Would love to sit down with that manager and give them a piece of my mind!! read more

The sense of URGENCY around hear is CRAP, I understand taking time with customers but a 20 minute break in between and then a Hispanic man walks in and doesn't even half to wait, an ATT Hispanic employee that just finished with a man bitching about his bill went right to him coming thru the door and is still with him. Starting to be just like the services guys and the ones on the phone when you call they don't give a shit. Ok so I went from 2 to 3 stars the guy helped us out and we got a deal I think read more

We had a great experience upgrading our phones at this AT&T store today! Adrian was very knowledgeable, quick, and easy to work with! We only had to wait a couple of minutes which we expected since it was an iPhone launch day! read more

This store STOLE MY PHONE. I traded in a Galaxy Note 9 and they failed to do the trade in. I have given them the IMEI Number to track the phone and still NOTHING. DO NO TRUST THIS STORE. THE MGR TOLD ME If he could get me a $1000 credit on my bill if that would work. I agreed and here I am after doing the trade in September 2020. I would give negative stars if I was able. read more

How many out there like the customer service from AT&T? I have a S21+, and have gotten nothing but the run around for a serious problem... it started getting hot while charging, then having a burning odor... then getting so hot and smelling, I'd unplug the charger, and wait for it to cool down. Then gets hot during calls, and now gets hot and drops the call. The odor of burning is all the time, getting worse... I called customer service when it started, spent over a couple of hours waiting, telling the story over and over... they tell me to go to a at&t store, I go there, the guy tells me to call the customer service, they don't repair battery issues. I call customer service again, waste time talking to them, they connect me to asurion, I go through it with them, they tell me to take it to a AT&T corporate store in Rockwall, they have procedures for a phone in my situation. I go there, the lady tells me they cannot take care of battery issues, to call asurion... I call asurion, they connect me to at&t, I go over it all with them... they connect me to asurion AGAIN! Asurion wastes about a hour, then connects me to customer service... after about 45 minutes with them, the phone starts stinking extremely bad, and shuts down... So I guess I'm stuck with a phone that is ready to burn... it's off right now, and stinks bad... As soon as it catches on fire, I'm contacting an attorney... read more

Terrible service. We showed up at 5:40pm for a 6pm appointment and they made us wait an hour when no one was in line in front of us. There was also 3 or 4 workers just shooting the breeze and not working but apparently they aren't equipped to help us. Either fix your appointment scheduling, staff your store better, or do something better for your customers. read more

Went into the store to open a new business account. The representative met me at the door and asked me to have a seat at the table and that someone would be right with me. After about thirty minutes No one had come by and the people that were already waiting were complaining that their names had been removed from the waitlist and they had appointments that were over an hour prior. A few new people walked in and the employees finishing with other customers went and helped them leaving all the people that had been waiting to wait longer. I asked an employee how long and he just shrugged his shoulders and walked away. Will switch to another carrier before I would venture into this location again. read more

Rosa was incredibly helpful, I can't imagine anyone handling our project with more thoughtfulness. She was thorough and capable. Five stars for Rosa! Unfortunately the AT&T corporate has the store understaffed, wait time was one hour plus on a Sunday afternoon. Despite the grumbling crowd waiting, Rosa was unruffled by them and gave us her full attention. Also unfortunate is that AT&T has impressively terrible customer database software, making even changing our billing address an arduous process. read more

This is the worst AT&T store I've ever been to. I dread coming here. You walk in and tell them you need a simple phone activation and you wind up waiting around for an hour and a half while people with no clue ask stupid questions and people that showed up after you get pushed up in front of you in the queue. I should have to wait 1 and a half hours to have 10 minutes of service while people that don't know anything sit around and shoot the shit with the reps. I will avoid this place like the plague. read more

Horrible service. They checked me in and told me 30-40 minute wait, that I could wait in my car and they would text me. An hour later I went in to check, they were waiting on 3 others that I saw pull in way after I did. They didn't even acknowledge my presence so that I could check to see where I was in line. I'll never go back. read more

I've been in here three times to shop for a new phone and people look at me crazy. U can't even get a "hello welcome". The displays suck so bad I end up setting off the alarm system from their raggedy broken chords. and when they never have what I'm looking for then why couldn't they send me to the other att store ( which no one ever bothered to tell me about) here !? I'm new to this area. Thanks so much. No help at all . Almost cancelled my contract bc of them. Someone really should do something read more

Horrible I am a current customer and have been for at least 8 years with four phone lines. I ordered (and paid for) a new phone on line because it said it would be available for in store pick up today. After the order was placed, I was instructed to wait until I received an email stating the order was ready before heading to the store. I finally got the email at 7:44pm.I headed to the store immediately and got there at 7:58pm and was standing outside the door when the employee locked the door in my face and wouldn't let me. All I had to was pick up my paid for order. If I had known it was going to be the next day, I would've just opted for the free delivery and not wasted my time going to the store. I'm seriously considering moving all my lines to Verizon. AT&T customer service is horrible and always has been. I know this review isn't going to matter to anyone at AT&T and nothing will be done, but hopefully it will prevent someone else from choosing AT&T. read more

The workers IN This store are amazing. After getting the run around from the Royse city location. This store got us handle.

I have received the absolute worst service from this location! Extremely frustrating and the store is managed very poorly! This store totally screwed my bill up and did not have the staff prepared to handle correcting the issue because managers were changed and had no access codes to make changes on the busiest day during the weekend. read more

I have had 2 bad experiences at this AT&T location this week. One day I went to purchase and have a tempered glass screen protector installed, when I arrived the employee signed me and and told me there was a 30 minute wait, after 40 minutes they finally called me in just to tell me they were out of screen protectors for my phone. The second time I went back for a SIM card and I waited 38 minutes just to be given a card with a phone number and told to call it. This location is very understaffed and the employees I spoke to ran around like chickens with their heads cut off. read more

Horrible service by Adrian. Basically if you aren't buying a new phone she makes no effort to assist you. Do not recommend her.

Came here and they were great. I love this store, the team is knowledgeable and pleasant. Brandy was well informed and smiling. Will come back again. Was not busy on the holiday shopping day. Great job team. read more

TERRIBLE CUSTOMER SERVICE Buyer beware! We went to buy a brand new $750 phone had a few questions and Brandon was the rep and he quit helping us with any additional questions right after the sale was final. All they care about is the sale NOT the customer! Stay far away from this store. Even the manager made excuses- no help whatsoever. Save your money for another store and do not go in this place. All they care about is making a dollar. read more

Ireceived the best service possible from Danny was very happy when I left ATT..thank you!!

If I could give them less then 1 star I would. The manager there Matt has no idea how to do his job. Ricky the sales guy should be sad as he is equally ignorant. If you want to go to a store where they don't care about anything other then taking your money then this is the place for you. During a huge storm they sent me to the Samsung store and not even to the att store with a 19 day old Samsung s7 active. The phone needed a soft reset and they did not know how to do it and they where no help. At&t should be ashamed of not only this store but the employees inside it. read more

The worst customer service ever. We were first in line and waited 20 minutes while 4 employees sat and chatted with each other. We were assigned 2 people on the tv, then deleted the assigned. Save your time from these lazy jackasses and order online. read more

Worst company ever. Can't believe they're willing to screw long time customers for their "Next" plan. Do not go to AT&T. Ruining Christmas from the get go. read more