JJ was awesome and a great part of my At&T experience . Def coming back to see him! He helped me with everything about the phone that I needed to know!! I'm only coming to see Jj! read more

I rarely post negative experiences publicly, but after almost 4 months of dealing with AT&T, I feel like consumers need to know how broken their customer service process has become. On March 9, 2026, I called AT&T because I tried upgrading my son's phone and received a strange message showing he had supposedly already upgraded to an iPhone 17 -- which was impossible because we never upgraded his line. What followed was 2 months of endless calls lasting 2-3 hours each, constant transfers between departments, and the same scripted answer every single time: "It's just a glitch." "Please allow 3-7 business days." Nothing was ever fixed. After repeatedly starting over from scratch, I finally reached out to a former AT&T sales rep I knew who had moved up within the company. He escalated the issue to the Office of the President, and for the first time I thought we might finally get somewhere. That's when I learned the REAL issue: When we originally signed up with AT&T, someone internally failed to properly process my son's installment payments. My account is on autopay, so naturally I assumed everything was being handled correctly. Instead, AT&T's own error created a situation where the phone appeared unpaid and ineligible for upgrade. Eventually, after more weeks of back-and-forth, AT&T admitted responsibility. They charged me for the remaining balance, credited back the missed payments, and told me everything would update within 24 hours so we could finally upgrade the phone. "Sorry for the inconvenience." Except... it STILL wasn't fixed. Fast forward to Memorial Day weekend: I took my son to an AT&T corporate store to finally get his new phone after being promised for MONTHS that it was resolved. The store rep looked at the account and immediately told me: "You're still not upgrade eligible." My son was literally in tears. Since March, he's been repeatedly told he'd finally be getting his phone "soon," only for us to hit another dead end because AT&T still hasn't corrected their own mistake. Now the representative from the Office of the President has stopped returning my calls entirely. At this point, I'm asking myself why I'm still a customer. We have 9 lines with AT&T -- phones, watches, iPads -- and pay a significant bill every month. Loyalty clearly means nothing when customers are forced to spend months chasing resolution for a problem they didn't create. AT&T, do better. Because right now, companies like T-Mobile and Verizon are looking a whole lot more interested in earning our business than you are in keeping it. read more

I don't come here often, obviously, because we don't need (or want) phone upgrades frequently. But one of our old iPhones (don't even know how old it is) would only hold a charge for about 4 hours. Decided it was time to upgrade. Nothing fancy needed here - this is our home phone line that rarely gets taken out of the house. Picked the iPhone SE (3rd gen), which is actually the cheapest iPhone you can buy, but this was precisely the phone we needed. Chris helped me, and everything was smooth . . . other than the fact that he kept continuously trying to get me to change my plan, going on and on about how much money I could save. Declined. I also, due to past experience, told him all I wanted was the phone itself with no other add-ons. Nothing. No protection, no upgrade option, no NOTHING. And I did not want to change my plan. So, he starts setting up the new phone, transferring everything from the old one via iCloud. Then he starts telling me that if I change my auto billing from a credit card to a bank draft instead, I could save $50 per month. Woah! Hey, I'll do that. Back and forth trying to figure out my bank info (did not have my checkbook for routing and account numbers) and I am so reluctant to use my debit card. It seemed, though, that the debit card was my only option, so he takes that, I enter in my pin number (while he watches - what's up with that?) and then tells me that "Ok, we'll get your plan switched now." What? I immediately went into "What are you talking about, changing my plan?" mode, only for him to tell me that if I wanted the $50 savings with an auto pay from my bank, I needed to change the plan - to the plan he was trying to sell me when we first started and I had declined! Quickly nixed that whole thing, changed my auto pay back to my credit card and confirmed that our plan would not change - at all. Needless to say, when I got home, I immediately logged onto AT&T to make sure that nothing had been switched, then used my banking app to change my ATM pin number (that's a really freaky feeling thinking that someone was holding your debit card and then watched you enter your pin). If you go here for an upgrade on any device: --Make sure you tell the sales associate EXACTLY what you want. --Listen carefully as they give you the whole spiel about "saving you money" or "this would be a better plan for you" or "you need this add-on because . . ." --Remember that all of the cases and accessories here are super-pricey. Obviously I needed a case for this new iPhone, and the cheapest one here was $40. Came home and ordered a better one on Amazon for $12. Same goes for additional chargers or charging bricks. --Log into your AT&T account online after you leave to make sure nothing has changed that you did not authorize and no new charges have been added without your consent. So wish that every time I leave this store after shelling out a bunch of money that I don't have this feeling in the pit of my stomach that something is wrong or that I've just been taken for a world-class buggy ride. I also wish that AT&T would be environmentally conscious and accept old phones for recycling. I got no trade in on the old phone (yeah, too old), and now it sits in a drawer waiting until I drop it off somewhere to be recycled. read more

Steer clear of this store they are scammers. Staff and management are deceptive. They added two unauthorized people onto a family plan without proper authorization from anyone on the account. And then when confronted about it all they did was deny it. FRAUDS read more

I went to the store to buy a new phone and disconnect a line I had purchased for my late mother. The account is under my name--I'm the sole owner--yet they refused to cancel the line unless I provided a copy of her death certificate. I explained that since it's my account, I should be able to add or remove lines without proving anyone else's status. They told me to go home and get the death certificate. I refused and again asked why I needed to prove she had passed when the account was mine. I asked for a manager--his name was Chris--and unbelievably, he asked if I had a photo of her death certificate on my phone. That was incredibly insensitive. Who keeps something like that on their phone as a constant reminder of losing a loved one? I still don't understand why proving her death was necessary when I could already prove ownership of the account. I'll be taking my business to Verizon. read more

This place is an absolute scam and pure fraud. Purchased a new iPhone and the sales guy Jeramy offered $350 trade-in for my old phone with 30 days to turn it in. When I took the old phone in two weeks after my purchase, they refused to give me the $350 because the old phone had damage on the back. Their sales guy Jeramy looked at my trade-in phone when he offered me $350 and it had that damage at the time. He said there was a reduction on my plan price of about $20 so I purchase a new Apple Watch which would bring my monthly payment to about the same as with my old phone. With the $350 trade of my old phone would drop my monthly payment of $33 to $25 for the new phone. Jeramy scammed me using these numbers telling me my monthly payment would only go up about $25 for both to make the sale knowing they would not take the trade when I brought it back. This place is a fucking scam. read more

Always get great service here. Staff is super friendly and great at getting you what you need and getting you out the door. Low wait times and decent parking! Blaine is the best and always takes care of me. read more

This store is absolutely complicated. I have been trying to get a hold of someone for 20min and this people do not answer me and all I need is a new line. They sent me the wrong box to install my wifi and every time I try to speak to the manager "he's not there" This has been so overwhelming for something so simple, I just need my wifi and I can't do work without it and me trying to talk to them for 20 min is incredibly frustrating. Pls try another at&t!!! Or another server. read more

Rachel is literally the best sales rep we have ever worked with!! Everyone at this store was wonderful and friendly! Victoria was super helpful as well! I cannot recommend this store enough!! They went beyond the extra mile to help us set up our new phones! They were able to find us business discounts as well which was incredibly helpful as a small business starting out! HIGHLY recommend this store! I know there are negative reviews shown, but I really cannot say enough good things about this store! read more

I am being charged for two iPhone SEs that I returned because they only had 32GB. The gal that was supposed to scan them in apparently didn't do so accurately. I trusted her. I have nothing. I've gone to the top at AT&T and even though the phones were never activated, they are continuing to charge me. They refuse to do what is right and I will be leaving them after 25 years. I guess I have to pay off phones that I don't have to close my account. I am beyond frustrated with this Company. There was dishonesty, deceitfulness and obviously a lack of integrity because they never checked the phones back into the store. I'm looking for another carrier. I've called over and over and no one can help me. Those phones I am paying for were never activated, but I continue to pay for them and found out quite by accident when I tried to cancel a line. Fraud. Fraud. Fraud. read more

If I could give less then one star I so would. We travel for my fiancé's company and moved into another apartment. We're in day 5 of them not showing up. Obviously we won't be using there service because of this. I've never experienced this with any service they have sent multiple text with no shows and don't even have an answer as to why someone hasn't showed they just run around in circles with you, which would explain why we are on day 5 of a no show. Ridiculous. T Mobile has an offer you can try their service for 2 weeks and decide if you like it all you have to do is pick up their router and I think it's like 30$ a month and you can travel with this router. In reality thank you for not showing up AT&T I'd rather go with T-Mobile anyways read more

My mom and I were going to the store prepared to buy 1 or 2 new phones. Our phones are eligible for trade in and at&t has a deal for the 14 pro. We walked in and told them we were thinking of trading in and the man "helping" us immediately tried to convince us not to buy a new phone until September. My mom and I were back out the door in less than two minutes because of how rude he was, and unhelpful. He only convinced me of one thing, and it was to not buy a phone from him or that store. Currently on the way to a different one. read more

Becareful here they do not know what they are doing. They mixed my account up with my father's account and made it seemed like I owed them money. Had me pay for the late charge which didn't make sense to me why I even had a late charge because I had auto-pay on. Called to see what the charge was for and came to find out I didn't have any past due amount at all. I asked to get refunded because the fee was on a different account which had nothing to do with me. The manager had the nerve to tell me he couldn't do anything about it because it was a debt transaction and some other bull he was trying to find a way to not refund the money back. HOW CAN YOU MIX UP AN ACCOUNT AND NOT FEEL LIKE YOUR ACCOUNTABLE FOR IT. Crazy!!!! read more

Anthony was helpful, fast, and great to work with! Made going into a phone store not a nightmare totally recommend.

Brandy J. was extremely helpful and patient ! She efficiently assisted my Mom in purchasing a phone. All questions were answered and she was very sweet the whole time. read more

I went into the att store #EHXW off the grand parkway in spring, tx. I purchased the new iPhone 12 pro max. With Anthony. He was great and had excellent customer service skills he Made the process very easy. The only thing is he ordered the wrong phone for me.. I wanted the 256 Gb and he ordered the 128 Gb. I called the store and Anthony had already left and they said there wasn't anything I could do I would have to call customer service. I called customer service and they didn't know what to do and canceled my order and sent me to a department to re order it. Well the person I was transferred to wasn't " in sales " as he stated and couldn't help me. I ended up going back to the store this morning to just go ahead and order it again directly through them. I came right at the stores opening time and there were 2 employees assisting other customers so I sat down and waiting about 5-10 mins. Then Paola V came out to help me. She didn't greet me all she said was "do you need help" she was not friendly AT ALL. I felt like me being in the store was bothering her and I was already frustrated with my experience. She barely spoke to me and when I asked her questions she didn't seem like she knew the answers and was very rude about it. She processed my new order and I left. Then I got a email from att and I noticed my bill was going to be going up which is what I didn't want and that's why I paid the phone off... so I went back in to ask her questions about it and she did not want to help me at all, didn't even bother to try. She was extremely rude and had no personality. I work in customer service and I was appalled at the way I was treated by your employee. read more

4-5 employees in the store, I don't get a single hello or welcome, nothing. I have to sign in and wait up to 45 mins to buy 2 phone cases. it's amazing that some one cannot step away for 2 mins to ring me up. I know reviews don't matter much on big stores like this, but ATT you have to do better, you have to discipline your employees. you probably won't. read more

There are multiple employees at the store that are just standing around and chatting while customers are lined up waiting for services. It is to the point that there is no extra seating available in the store anymore if I could give a 0 I would have read more

After I tried to change my daughters phone number online I decided I would have to go to the store to do so... my daughter arrived before me and was explaining what we want to do. The guy that was that was a sales associate was very rude and not helpful he would not change the number unless I would go to paperless billing when I said no he became a total ass! Then asked for the manager, her name is Samantha. After waiting for her 20 plus minutes I reported the guy and told her what I was trying to do, she assured me that she could change the number with out changing to paperless billing. My daughter and I picked out a 713 number and she said no problem. I then said ok we are good ?? And you don't need me anymore ( the account holder ) and you have us down for 713 number she said yes!! I said ok I am leaving because I have company at my house she, Samantha said sure we are almost done... then 10 minutes later my daughter had a 346 number.. not what agree too nor would the manager change it.. worst experience EVER!!! read more

I Walked in with girl ! The staff was just standing around like 6 of them, and was laughing out loud ! It was like a bunch of children! Very unprofessional and rude ! New spot but need new team already bunch of a mature clowns ! read more

I visited the store early one morning after spring break I think. I was the 2nd person through the door. I went in to remove a phone line from my plan as it had not been in use for a long time time. There is a bit more to that phone line situation but John to the time to EDUCATE me on why I was having difficulty getting it removed during the months prior as the process should have been completed with a single phone call involving another carrier. It took a while to get it done as we waited and waited for the computer system to crawl through that process. Meanwhile, John was observant, inquired about my current phone, out other communication needs and even shared the current sale which allowed me to get 2 phone screen protectors and a 3rd accessory free (something like that). John never skipped a beat when other customers walked in the door. He greeted them promptly and let them know someone would be with them shortly. Truly professional service as he multi-tasked skillfully. Thank you John!!! I should have left this review in late March or early April I think. Sorry about that. read more

Kudos to Thelma who assisted me in moving my cell service to AT&T, as well as buying new iPhones. She was a true professional. It was the best cellular experience I have ever had. read more

Attempted to buy 2 different phones via curbside delivery (was in a hurry). After waiting 3 hours for the "ready for pickup" email, I called the store. They said they didn't see the order on their system....then magically I get an order cancelled email due to no available stock. Fine. System said you have it, but whatever. Ordered a different second phone....same thing...2+ hours later, called and asked status, they didn't see the order, it's magically cancelled. Went to a different store, they helped me out, but couldn't process my trade. Went to this hot garbage location and attempted to turn in my phone (previous store said take it to any AT&T store). They refused to even look at my phone, look up my account, anything. Associate called the manager, he confirmed they couldn't take it. Called the manager myself after storming out, he basically said sorry about it. Unprofessional, completely not helpful, no knowledge and no customer service. Stay very far away. read more

This is my third time coming to this AT&T Store .I love this Store , because of the excellent customer service .Today while I was at the store I was helped by The manger Victoria. and also helped by Khris ,Shane ,John and Adriana . Every name that I just mentioned they were all professional , polite and everything that I needed every last one of those names that I mention help me with a SMILE ! so I just want to say thank you to The manger Victoria Khris Shane John and Adriana. I will recommend anyone to this location off the grand parkway you will like the customer service. Again thank you Victoria ,Shane ,Jhon ,Khris ,and Adriana!! read more

Rachel gave my husband and I excellent customer service! She even saved us 40.00 by changing our plan. The store was clean and we personally observed them sanitizing all of the frequently touched equipment. We will definitely recommend this store and Rachel for any one looking to use AT&T in the future! read more

I love this AT&T store! It is not the closest one to my home, but I go there because they always provide excellent customer service. I popped in there this morning and it was their first day open to the public, other than curbside, since coronavirus shut down and every one in the store was pleasant, professional and eager to help in anyway they could. They always do a great job. read more

They suck all the lady's in their even the manager has an attitude. I can in here trying to get an upgrade but you have to be a "authorized user". So of course I called AT&T made myself and authorIed user than she couldn't pull my name up. So I had to call AT&T for a second time. All they do is sit around and talk I thought AT&T could do way better than this it's sad . read more