My elderly mother added us as authorized users to her AT&T account to purchase a new phone online to upgrade. We made a special trip from out of state to my mom in Texas to assist her with several things, including upgrading her phone. Went to the AT&T Round Rock East Palm Valley Blvd location to pick it up for her with the required information as authorized users: ID, ordering credit card, and order confirmation. "Joey" at the store refused to give us the phon. Stated we had triggered a fraud alert and to go home and call 611 for help or "come back and try again in an hour" as the fraud hold may be unlocked by then. He didn't offer to call anyone for us, offer to call customer service while in store, no assistance or explanation. He was rather blasé: "We're open 'til 8 if you can get it figured out." Drove back to mother's home, called the 611 number... several times. After several call backs, holds, and menu navigation we were routed to a live customer service agent. The first agent told us we were authorized users and should be able to pick up the phone just with the materials we provided. He also said they'd never heard of someone being turned away for fraud like that or what they were talking about. 1st agent promised to ship us one direct overnight and then recanted because he was unable to process a payment of that size. He then transferred us to the wireless mobility department who told us the original order with the store was fine; there was no fraud hold, and told us they didn't know what the store was talking about. When we told them it wasn't fine, we were refused at the store, and wanted to get a phone shipped, they first said yes, but later said they could not help us with that part because it wasn't monthly but a one-time payment. They then went to consult with "other departments" to "fix it for us" and tried to call the store. No one at the store would answer. We were transferred to a 3rd person, went through the entire story/process from start to finish a third time. He also said nothing was wrong with the account, to go back to the store. After we had a come apart on the phone with the 3rd person and said to cancel the order and the wireless account, he put us on hold to contact the store directly. No one has been able to connect to the store via phone the whole time we were on the call with 611 (1 hour and 34 minutes at this point). He eventually said he could not contact the store and he could not cancel the order. (Nor could we.) He informed us only the store could cancel it. He said he'd put this all in the "notes" of the account/case. He assured us we could be able to go to the store and get the phone as we were authorized users and encouraged us to do so. As we were assured by all at the 611 number it was fine and we could pick up the phone, we returned to the store. Oscar was alone in the store and while seemingly preoccupied with his laptop, apparently knew the background. He also could not be bothered to resolve the issue. He stated he didn't know why someone (that would be you, "Joey") told us to return in an hour as it will "probably" give the same error and we should return the next day to talk to the manager. As one might imagine, we were quite done at this point and I personally raised my voice and told him everyone at 611 told us we were authorized to pick up the phone. He didn't care. I requested him (also loudly) to look at the notes on the case and he refused. He was asked repeatedly if he would give us the phone "yes or no". After dodging the question several times and simply saying "are you going to lower your voice", he said no. I told him to cancel the order. He said to come back and talk to the manager for that. I demanded the order be cancelled but never received confirmation of that. (Again, there was no option to cancel the order online nor were any of the 611 agents able to cancel it. We were told by the 611 agents that the store was the only one that could cancel it.) We spent an entire afternoon/evening chasing this and ultimately the day ended without a phone and without our $1200+. We will handle the latter with the bank. read more

These people are incompetent. My wife & I went in to transfer two lines from Verizon. after an hour they do a fraud check, tell us we need a secondary review, and to wait 2 days for results. 3 days later we were rejected again and given no information. We have no credit issues or outstanding debts. Went to T Mobile next day and got service without any issues. Joke of a company read more

This place is run worse than the DMV. Customer service is non-existent, if there are more than 2 people in front of you, expect to be standing in line more than 45 mins without even being acknowledged... and I mean standing since there are no seats that aren't at a table. All I need to do is a 5 mins transaction to buy a screen protector. That's it. Do better. read more

I was having issues with a payment on an online order going through. The call I was able to make while at home to AT&T ended up being dropped before we could get it sorted, and since I could not call my bank to see if they were having an issue I knew I needed to get boots on the ground. I first went to my bank to confirm there were no issues on their end, and then across the street to this store for assistance. Elijah was working and told me that 3 other people came in with issues today. He had not gotten any updates from the top down, so he could not tell me what was going on or when it could be resolved. He was able to help me get into my account, reset a password, and get my wireless services connected to my internet service account. From there I was finally able to get the payment to go through. It was a pain, but Elijah really went past what would have been expected to help me figure out an online issue in store. Very grateful and wanted to give him kudos specifically for his help today. Managers, please take notice! Also, online issues should be communicated to all staff so that they can help your patrons. In a big company there is too much of a disconnect, and someone needs to do better. Elijah could not have been nicer or more helpful given the bare amount of information he had. It puts him at a disadvantage to not get top down information and it is the difference between a satisfied customer who will return and one who will jump ship the first chance they get. read more

If you are thinking about doing anything productive at this store in hopes of receiving good customer service, don't even bother visiting this location. We tried to pickup a phone as "authorized users" at this store then were turned away after we triggered a fraud alert in their system. (Mind you I had all the information needed to do a phone pickup). We were then told to come back in an hour, and call the 611 number. All the AT&T reps on the 611 number said this store conducted this process incorrectly, and we should have received our phone. When I went back to the store Oscar would not even look up from his laptop when I calmly explained why I was there, and he would not even look to see the notes left from the 611 representatives that said we should receive the phone. I highly recommend Oscar to find a new job he would actually be happy at, and I would recommend Javier to look into this. Oscar was very dismissive and rude, and the E Palm Valley Blvd location is the reason why we cancelled AT&T Wireless. I almost never write bad reviews, but this experience was so distasteful and unpleasant that it felt like I would be doing the public a disservice by not writing my experience in a review. read more

Updated review DO NOT GO HERE! They don't focus on what ur doing Over charge, Chan he plans without ur knowledge and always a long line . Bad costumer service Went here to add a line to my grandfathered in plan and he ended up switching my plan to another one Over charging me And I got a surprise when I went to pay my bill over 109$ in charges and a different plan Which sucks because I had the plan I loved tht was grandfathered in n now I can't get it back Just lack of customer service to start to finish Honestly want to switch Carriers because this isn't my first issue here N have been a customer for over 15years read more

I have to give a shoutout to Michael at this location on Palm Valley Blvd in Round Rock, who has helped me out twice this week. I came in on Monday for help with doing a data transfer to an iPhone I brought in. I waited patiently while he was helping another pair of customers with a new purchase. I observed excellent customer service with that encounter. He came to help me get started with my data transfer and was able to step away to help others while my transfer was busy. End result - I was left satisfied with the results and his help - answering all my questions. Today I wanted to address an internet issue with my phone, and after being unsuccessful with customer service online, decided to go see Michael. He found my issue in minutes, and I left again as a very happy customer!! Won't go anywhere else!! read more

Had a very good experience vielka was very helpful and helped upgrading my account. Will definitely be back if I need anything else AT&T related. read more

All I needed to do was pick up my online order. As soon as I parked I checked in online. Online kept saying there was an issue with check in. I had to call a few times to get someone to pick up. The gentleman said that he could meet me at the door but couldn't bring it all the way out to the car because he's the only one working & to give him 5 minutes. I could see that he was helping someone n the building. While I was waiting, an older couple walked in and needed his help. Typically, I wouldn't mind going in. But I had two small kids with me with no shoes on because it was a quick errand. AT&T why advertise curbside pick up if you can't guarantee this service will be provided or convenient?Luckily, I was just parked out front so I didn't mind so much just going to the door with the kids in the car. But come on! Don't set your employees up to fail like this! It's unfair and unsafe for them! read more

Went in for an early up grade and surprisingly enough they had the phone I wanted in stock. Kind of a lengthy visit seeing how I had not backed up my phone via iCloud, so I had to transfer all my data right there in the store. But all and all it was a very good visit. Brook helped me even save some money on my over all monthly bill. Thanks Brook! Hope everyone has the same experience that I did. read more

Need more workers.. Sitting here waiting forever and we just needed to pick up and item

I had ATT billing error that was not rectified over the phone. I came in the store dealt with Vielka and had one of the best experiences ever with ATT. She was attentive and expertly fixed my issue. Thank you Vielka. I will always ask for her in the future. read more

Why are AT&T stores so bad?! I don't understand the constant problems with computers and purchases. Went in to buy my wife a new phone and it was not a smooth process. Won't be coming back! read more

Elijah H was easy and competent to work with, I had my problem solved in under 30 minutes and I was on my way with a new phone!

Did not have a good experience. Was trying to buy a new phone for myself and he could not help me become an authorized user even though the web and customer service rep told me I needed to go in store to accomplish this so I could purchase a new phone. I made two trips and was rejected both times. I will not be coming back to this AT&T store. read more

AT&T sucks! they promise you get rewards for trading your old phones in for new phones that you purchase. You go to the store, they ship them out and get lost. They can tell you that they sent it, but can't prove it. So now, 11 people that I have talked to and over 4 months, I just lost $200.00. I will find away to pay off these stupid phones and get rid of all AT&T alltogether. And as soon as I hit "Post Review", you will have AT&T respond with, we apoogize for the frustration and we will let management know". Why say that if no one and I mean no one will take action for what happened. I'm finally over it! read more

I am a long time (15+ yrs) AT&T client and I was just trying to upgrade/purchase a new watch. I called exactly at the time the store opened and proceeded to have to call 10 times, and hear it ring 8 times each and then tell me to call back later. Guess they are just too lazy to answer the phone for new business. We will see if Verizon wants the business more. read more

Great service ! Elijah made this visit smooth and we left with two new iPhones. Even when we showed up 10 minutes before closing :) sorry to keep you so late my dude but thanks ! read more

Today I took the time to go to the at&t store to get enrolled in a new phone plan. When I walked in there was just one employee in the whole entire store to help. I was not greeted with an Im busy ma'am. Instead he continued to talk on his phone while multiple parties before me were just waiting to be acknowledged. I will not be coming back. Thank you for opening my eyes. read more

If you want to get the run around and have nothing but billing problems and have your services cut off even when you pay your bill on time every single month, AT&T is your go to! We were charged over $400 when we started our plan a year ago and we were just told by another employee (a manager) they have no idea why. We have gotten suspension notices and cancellations notices multiple times and have called in to ask why we have received these notices to be told everything is fine, don't worry about it, you're taken care of and guess what our services were cut off. Keep in mind we owe AT&T $0, so no fault of our own. We were told our bill would be consistent after 3 cycles and we have not had a consistent bill yet (with no changes being made). They have also tried to charge us for a phone that we bought on their buy one get one free promotion. Even the manager we spoke to! from the call center said we have been treated like shit, guess what we were given as compensation for our troubles? A big $5 credit towards our next bill. So, again I say, if you feel like being screwed big time, call up AT&T, before your phone gets suspended by them. I have never had such terrible service. Verizon, when our phones and contracts are paid off with AT&T, we will see you! read more