Awful customer service. You need to record what they promise you in terms of prices because when you get your bill it is totally different from what they said. I got my bill and said I don't want the phone anymore if this is the cost and they said I was trying to return it on day 15 and their policy is 14 day returns. More or less said HAHA, we got you. Nobody likes getting screwed over but you really don't expect it from a company like ATT that has been around for 100+ years. read more

Waited 10 minutes and no acknowledgment from staff. Staff was finishing up with customer walked right past me without saying a word. Came to Grapevine and they were amazing. read more

The manager is arrogant and pompous! AT&T was supposed to send me a phone, it never came. The second attempt ended with them sending me an unusable phone (the SIM card door was broken). I tried taking it to this shop to return it and was confronted by the a-hole of a manager. My situation was resolved by an online customer service representative. read more

Where is the 0 star button at. Save your time and don't go to this location. Wait over an hour because the store only wants to have 2 employees. Finally get help and they said they need my ID to get into my account, I told them my ID doesn't work and you can't scan it. They insisted they need it physically here even when I have a picture of my id where they will still manually type the information in. This store is a joke save your dam time. Hire more workers, and greet people and help them when they walk thru the door instead of just staring at them. read more

Worst customer service I have ever seen have been waiting here with my name on a list as multiple workers sit together doing nothing to help all the customers who are waiting around. There are two people working very slowly. The rest of them are just chatting among themselves, do not come here. read more

AT&T Store - Manager is in the gray jacket, very rude and not to help her - Mobile Phones Near Me - Southlake, Texas

30 year customer and trying to get new phones... worst customer service experiences I've ever had ... twice

Very helpful, sometimes they are really busy but I appreciate Zach who saved me a lot of unnecessary cost. Guessing some folk don't agree but my experience has been great. Just don't go if you are in a rush. read more

Cole Smith was the epitome of professionalism. i was dreading going in to AT&T, but not only did he make my experience enjoyable, he even got me better internet! read more

Not the best experience. My husband and I went in specifically to get me a new iPhone X. We were told it was about an hour's wait, but we didn't want to go back out in the rain so we decided to stay. (We ended up only having to wait maybe 20 minutes, total? This was the only positive.) We were helped by a young lady. I told her exactly what I wanted (iPhone X, silver, 256GB) and she went to the back to get it. When she came back, my husband asked what kinds of specials they were having, and she told us we could save 20% on accessories if we bought 3 or more. Great! I already had my eye on a few things. The lady grabbed a couple accessories off the rack for me (??) and I had to tell her I wasn't interested. Like, let me do it! I picked out a super basic clear case and some wireless Beats headphones, and my husband picked out an accessory for his iPhone. She told us that the headphones were not a part of the deal. My husband mentioned that the same deal was going on when he upgraded, the headphones WERE part of it. She told us she would look up our receipt to double-check for us. We sat down, and she started typing away on her keyboard. "Oh, it looks like you didn't get the discount on your headphones last time," she told my husband. "Really? Ok..." he said. We began the checkout process. This part really irked me... Maybe it's not a big deal to others, but I was quite bothered that she opened up my new iPhone, started going through the box, and ripped all the "brand new" plastic off all the pieces. That is something I like to do for myself. It's like it's not even new anymore once I had my hands on it! She even put the case on the iPhone for me. I wanted to do all that... (If I am spending $1000+ on something, I would like to open the box! Like a present.) Anyway, whatever. I got a new phone and went home, happy that it wouldn't die at 40% like my iPhone 6+. Later, we looked at the receipt and saw that I had been charged for two different cases! I had to go back to the store to get a partial refund. Turns out I had been charged for some random Otterbox that I never even touched. (How did that happen?) THEN, when my husband and I were going through old receipts for tax purposes, we found a different AT&T receipt. My husband DID get a discount for his headphones last time! I have no idea what the lady was looking at when she told us he didn't (or if she even looked up our receipt like she said she did). None of these things were a deal breaker, but it is the fact that ALL OF THEM HAPPENED. Blah. read more

AT&T Store - Lady who helped us said she looked up our past receipt & we didn't receive a discount on an accessory last time. Found the receipt—WE DID. - Mobile Phones Near Me - Southlake, Texas

I just wanted to say yesterday was an extremely difficult day. My phone screen went completely black and needed to replace. I need help filing a claim through my carrier's insurance and Zach L. assisted me. He was so friendly and easy to talk too. He went above and beyond to help me file my claim and book an appointment with the repair store. I cannot Thank him enough for his heart to serve and help other. You are the sweetest Zach. L hope your leadership sees this review because they don't make employees like you any more! read more

I had a terrible experience with an associate named Kira. Rude, pushy, not the slightest willingness to listen. A terrible customer service experience. I can't speak to the balance of the staff, but there are enough similar negative reviews to suggest that my experience wasn't unique. Presumably the manager doesn't care enough to fix it and AT&T doesn't care enough to change the manager. I won't be back read more

Always had great customer service until tonight. One person in the store with one associate, I am waiting. Group of four college kids walk in and another associate ignores myself and my son and helps them laughing and joking. I ask for assistance from him and get told to wait no one else to help and you can't have been here that long I was just out here. Wow! Jay helps us as he was listening and jumped over to help...Thankyou read more

Literally one of the worst "customer service" places I've ever been to. The unwillingness and rudeness of the employees and manager, James, is disgusting and completely unprofessional. They are unwilling to help, never smile and wear tennis shoes with T-shirt's and jeans just to add to their unprofessionalism. I was told to "call 611" for help instead because they didn't want to help me. When I asked what the name of the district manager was, James said, "I'm not going to give that to you." I left and went to another store (in NRH) where I spent over $1k just because they were so nice to me. I said yes to every add on, easy sell. No wonder this location has such a low rating, it's the employees! The older lady and James at this location need to learn customer service from the greeter, Steve. He was the only one even smiling. Shame on the employees here- you're losing sales and money out of your own pockets because you don't know what customer service is. read more

Worst customer service experience! Terrible attitudes and did not want to assist in any way. I won't go back.

Had an appointment at 2pm. Walked in and hate to wait 30 min...only for them to tell me they are out of the iPhone 11pro and 11 pro x.

Horrible customer service. Literally had 3 clients in store.. pretty much empty. I walked around looked at new phones about 5 minutes. Not 1 associate acknowledged I was even in the building. Not a "Hi we will be right with you" literally completely ignored me.... don't waste your time here. Call customer service and have the phones direct shipped to your house. Total joke! read more

Just walked into this location and did not have an appointment, but they were so wonderful and helped us right away. Two of my daughters were having issues with their phones and Chris, the sales consultant, was knowledgeable and kind. He asked the girls questions and then began diagnosing and fixing the issues. We have gone to Apple stores prior to this visit and the waits (even with an appt) have been much longer. Here at AT&T we were in and out! Everyone was kind and helpful here too which for me is very important! read more

Got what I needed, but wow! what a whipping!!!! Went in expecting to wait as it was Saturday afternoon. Was delighted to see about a dozen att employees working. But then it took 45 or 50 minutes of standing around trying to make eye contact with busy employees who magically exit stage right after they finish every customer interaction. Most of whom never returned. I guess they went home? I counted five who disappeared and were never seen again. Standing impatiently by the cash register apparently got their attention. Finally I was acknowledged by Cameron who deftly took care of my need. He left me working on signing in my new phone (but only after I had been already leapfrogged by a couple other customers). He disappeared in the back and never returned. I left after another 15 minutes of looking around like an idiot. No goodbye. No thanks for being a loyal big spender with att for many years. I guess if I owe them any money they can add it to my already gigantic monthly bill. Service on that day was a total failure. It certainly wasn't because they were short staffed!!! They don't have a system (nor concern) for tracking who's next in line. read more

Very bad service Special after I paid for almost 6 years $180 by month Att sucks I wish I can put ZERO stars read more

Went in the store today to upgrade my phone, Mark and Richard were very helpful. They helped with our billing and all the other million questions we had. Thank you very much! Cheers! read more

My wife and I spent about 40 minutes with an employee (in the Southlake Store) named Mario to list our needs for cell phone, TV, internet, and land line. We are current Verizon ( now Frontier) long term customers, and are now paying over $400 per month for these services including our AT&T cellphone services. Mario was very helpful and promised to present a detailed proposal for a combined billing account. This was over 3 weeks ago, and we have not been contacted by AT&T in this regard in any way. My wife insisted that I call the store to contact Mario, which I tried to achieve contact today. I have called the listed number atleast 10 times, and have listened to many recorded instructions that have been worthless to my quest to contact Mario. I hope he has not passed on because he seemed young and healthy, but you never can tell. It may be a stressful job that is just too much for him. As a share holder of AT&T, I am very disappointed, and must conclude the same frustration for most customers. I will spend the remaining time today disposing my AT&T stocks. Yours truly, Richard McDonald read more

I went in to see about reducing my Uverse bill that increased $60 after going out of contract. I did not want to switch to DirecTV, but the manager would only give me a break on the price if I switched to DirecTV. He also adamantly asserted that the current satellite systems don't experience outages in storms which is untrue. I left the store and called customer retention, and the representative promptly reduced my Uverse bill to less than what I had been paying under contract while keeping the same package. My rating is only for the store personnel and service which is abysmal. The manager was very arrogant. read more

I walked in this store ar 2pm on 04/29/14, ready to buy an Ipad and change my service plan. I stood there why a girl with glasses and long long side burns was helping a retired couple with their ipad. It is really the job of AT&T to train people on how to use IOS? IOS made so anyone can understand, there never going to get it. I waited, waited, waited, waited....30 plus minutes right in the middle of the open floor and tried to get the attention of 3 different employees and they all walked passed me as if I was not there. Then the girl with glasses walked the retirees to their car? Then after patently waiting, she walks right past me. Even know I was looking right at her saying "mis, mis, maam". Then to come to find out after waiting so long that I needed a number? The young girl taking the numbers had ignored me when I walked in. Out of anger I stormed out. read more

They only deserve a star because the guy who checked me out. Kyrie. Always ask for him. Hes great. Go next door to t-mobile if hes not there. read more

We stopped in today to review our upgrade options. Zach provided us with some of the best customer service we've had at an AT&T store. He took in to consideration all variables related to a family with 4 lines and additional tablets. He was able to provide multiple options and give suggestions based on our needs and budget. We left feeling content and informed. Thanks Zach! read more

This review isn't regarding this specific location, but AT&T as a whole. This is an experience I have just had with AT&T, and I am very dissatisfied. In November, I had a 3 hour web chat with ATT, in order to purchase new iPhones. The process, while being very long, was overall smooth and pleasant. However, for this month's bill, I noticed it was significantly higher. The ATT rep had failed to mention to me that the bill would be increasing so much. There was an upgrade fee, which I ended up overlooking when I accepted terms. However there was also a $20 increase for every line, each month, which was added to our access fee, for being on contract. This is just a way for ATT to secure more money from me, when the whole goal of signing a contract was to not have to pay full price for the phones. However, this is effectively raising the cost of every phone by $240. The ATT agent did not mention this to me once, during our 3 hour chat, despite knowing I wanted to not spend much money for the new phones. I was just on another web chat with ATT for 1-2 hours, and they say all they are able to do is waive this month's access fee increase, which has taken effect. This is unethical and shady. I made my point multiple times that I was not aware of this increase before I agreed to purchase the phones, and therefore I should not have to pay this increased fee. They said all they can do waive the one month. I will certainly not be recommending ATT Wireless to anyone in the future, and I will go so far to tell them to stay away. This is bad business practices. As of 3Q 2016, ATT has 144 million customers in the US and Mexico. They have that many customers, and they can't see to remedy their mistake with me. $240 a line isn't going to make a dent in their profits. But above all else, I did not agree to a price increase. Whether the agent was hiding it from me, or just didn't know to tell me, it really doesn't matter. I should have been informed of this before I made the purchase. The web agent today even said the same thing. However they still weren't willing to do more than credit my account for one month's worth of the increase. I still have 23 more months to go. I will be encouraging people looking for phone service to look elsewhere. If I hadn't just signed a contract, with a huge Early Termination Fee, I would probably be looking elsewhere right now. ATT if you see this, and you would like to remedy the situation, my chat reference number is 741502212690205245 read more

I'm not a big reviewer, but when someone really exceeds my expectations I think it is worth it to say so. Christopher at ATT in Southlake fixed a situation that I had been bounced back and forth about for over a month....he took charge, found the answers and FIXED IT!! Amazing and unheard of when it comes to wireless companies!! Thanks Chris for being a fantastic employee and for taking care of the customer!!! You are a winner!! read more

Worst customer service ever.... Manager needs some lessons on what customer service is all about.... I'll tell you it's not have two employees walk out to get some lunch when you have 4 people on the wait list.... First rule ... Ur lunch can wait. I literally watched two of the customer service people walk out and bring lunch back in :... read more

The worst service ever! Have 5 phones on service with Att and ask the girl at front door if she can put a screen saver on my sons phone ( his 4th phone) and she said only if I purchased it in their store! Well I had purchased the last 2 which were $40 each at that store! They are all free and no customers in store! Wow what terrible customer service! Very sad! Do the minimum fir your customers and expect the customers to come back! Not happening! read more

I've gone into this location a couple of times over the past few months and have not had a bad experience to date. In particular, Chris, was not only very knowledgeable, but also very helpful, as well as very patient and not rushing me. I would definitely recommend this location. read more

Terrible customer service! If you need an Apple product GO TO AN APPLE STORE TO BUY THE PRODUCT DO NOT BUY FROM ATT!!! They don't stand behind their apple purchases. Apple on the other hand is awesome and not only will take care of you but will do it very fast. ATT will put you in a 2 hour line and then still disappoint you!!! read more

If I could do zero stars that's what I would do. I walk over there through the Oktoberfest traffic coming from the Apple store because AT&T are the only ones that can help you with your two-year upgrade. I woke up at 5:58 PM not knowing that they close at 6 PM the little punk kid literally locks the door right in front of my face and tells me they are closed. I get him meet to open the door and I'm like really dude you were going to lock the door on me He replies " well I guess I will let you win since you are technically here before six ". At this point I'm already frustrated and I don't want to deal with this little kid but he asked me what I want and my phone number and is rude the whole time. They end up not having the phone I want in stock and cannot help me to find it at a Nother store I would very recommend to not go to this AT&T store I am about customer service not just being on time for somewhere before it closes read more

I have gone into this store on 5 separate occasions and not been able to get help. A few times the ipad girl ignored me and they NEVER have time to help you. Can you make an appointment tomorrow or 3 hours from now? No, I really can't.... read more

I live in Southlake and come to this store regularly. It's the worst managed store I've ever seen. Some folks that work here are great, but the overall experience is terrible. They also never answer the phone when they have a greeter available at the door that could easily pick up this task. I waited 2.5 hours in the store and they couldn't work through a queue of 15 people in that time frame. I left without getting serviced. Clearly understaffed, poorly managed and resources not applied correctly. Start looking at KPIs AT&T and improve the in-store customer experience. You do realize you're in the "service" business don't you? read more