Rude staff. Not helpful. Seemed irritated that I had questions. Did not offer solution

I wish I could leave zero stars because we had ZERO service. We spent an hour waiting for the store to open on Saturday. We had an appt for 10:30am and 11am (as they asked us to over the phone to set up during covid) and no one ever showed up. No one ever. The store never opened. We have spent over 3 days and 15 hours of our lives trying to switch from T-Mobile to AT&T. We have officially "switched" 4 times now with 5 different sales "specialists". Our bill is 3 times more than we were quoted and 2 out of the 4 lines still haven't been added to the network and are useless. I don't know what's going on but this totally unacceptable. Once we get a refund, we will be switching to Verizon. read more

This is not an AT&T store, this is an authorized retailer. There's a huge difference. The people running the store don't know anything (Matthew and Reece) and were very rude and impatient with customers. I would recommend you drive a couple of miles down the road and go to the real AT&T store at the mall. Just awful. read more

I was switching from Sprint to my spouse's AT&T account and had ordered a new SIM card the previous day with someone on the AT&T 800 number. After trying, unsuccessfully to put the card in myself, I headed to the local store. I was welcomed by Raven, who let me know I had received the wrong SIM in the mail and that I could get a new one onsite. Shawn helped put in the new SIM and made sure it was working. They were both so patient and helpful that I forgot my previous frustration with trying to put in the wrong SIM received on the mail. Super engaging and friendly team! Thanks Raven & Shawn! read more

Do NOT go to this store. Go to any other AT&T store in the city. Michael was super rude, condescending and even threatened us if we didn't make quick decisions in agreement with his that he would move to the next person in line. This was the worst experience I've ever had spending almost $3,000. I can't say enough bad things about this store, especially Michael. He treated us like we were old, stupid people that existed in the Stone Ages. read more

This is a sad situation where they quote you 60 per month but lied and will scam you believing your getting a great deal but turns out 34 dollars more. Verizon is st least 50 dollars cheaper by all means. The people here at the Westlake store is helpful but not adjust any mistakes made by them. Overall I kept my cell number reason why I came here but they will deceive you in thinking you only pay a certain amount per month with all the bells and whistles and "oh no" more than that. Aweful! I wish I could tell ATT management my story but instead they WONT even give you the actual phone number to call and go around and around till you go directly to the store itself. Ok so here I am at the location where the scamming occured so no one is there to help manger out, salesperson who sold me this worthless package gone. Forget calling your cell for assistance since you have to directly go back to hell at the insane location no one will help you......how inconsistent is ATT Keeping the people responsible for the actual thief of your service mysteriously disappear without a trace. Verizon is far the best service and provider for cell stick with these people not ATT. Btw, they all have robots voices from different countries good luck interpreting what they are actually telling you which is WHAT DID YOU SAY?? Over and over again till you say enough! I miss Verizon badly wish I could undo this terrible mistake. Kind of like a great relationship that abruptly ending now stuck with a complete opposite of what you had. Good luck with ATT no way will I ever recommend this Location or ATT. read more

About two years ago I went to get my phone there as I was in hurry to get out of there the salesman was just adding everything I could possibly want after leaving swore to myself I would call and cancel some of the add ons including Roadside service . I am happy I never got around to doing that , I did need need them on Monday, my husband also has AAA I called them first and no one answered, then I remembered I had it on my phone so I called AT&T and low and behold they showed up told hubby to cancel the other guys ,so I was pleased with the salesman after all. :) read more

My wife got me a new phone for my birthday. I didn't want it as I like my current phone. The phone was never opened and my wife paid full rate for the phone with no contract. When I went to return it, the employee had an attitude and then joyfully told me there was a $35 restocking fee. I asked what it takes to restock and she said they scan it into the computer and then put it in the back. Really? You want $35 for that? It took longer for her to pull up my account than it would to "restock". I noticed on her iPad that she has an option to override the few and asked her to check with her manager. She did and he said no. I asked again and she told me to try another store. REALLY?!?! AVOID THIS STORE as their customer service is worse than a Mexican prison (no offense Mexico). read more

Ask for Brian!!! He was so helpful and patient. I added a hot spot to my line/switched my plan and he made the process simple. He was very nice and I was in and out in less than 30 minutes! Didn't know that was possible dealings with phone stores! read more

Anna is a wizard! We are boomers who loved her problem solving and Travis made it all go smoothly~

The people their are very rude they had me waiting Mr John McKinney Aggressively walked me out with out even giving me a chance to explain my situation he was very hostile towards it I hope your manager sees this and fires you . YOURE NOT A GOOD SALES REP OR MANAGER . Sincerely Mr.Opinion hire someone new ps thanks for ripping my shirt ass hole read more

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Used to be a helpful store where they would go to great lengths to ensure your happiness. As of June 15 under new management Find another store they are motivated by minimum amount of time spent to get paid! read more

I have come to this AT&T store for 10 years. They helped with a phone while I was making arrangements for my father's funeral and were very expedient and helpful. I bought my first phone there and they went out of their way to help me and throughout the time I had that phone & contract. They continue to be helpful with everything , including looking up my bill , old contract, new contract, questions with phone, etc . And out of country policies for using my iPhone. Today and last week I went in and a young man helped me, BEN, and he was so helpful, knowledgeable and found me a solution both times. He was very present and did not give me the feeling he was waiting for me to leave. He greeted me on my second visit even though I was speaking with someone else. In the end he saved me money and helped me get what I needed. Great employee and very joyful. Thank you Ben! Ceil read more

Speedy and helpful! Had to go in to get my boss a new phone because his old one got stolen. Katie, who helped me, knew how to take care of things quickly and easily making my life a lot easier! Was in and out way faster than I had thought, and it wasn't nearly as much of a headache as I was anticipating. Having visited this location in the past, I have always experienced friendly staff with a genuine desire to help out. read more

I've been using this store since it opened. While it's always been busy, especially on weekends the staff was always courteous and helpful. They greeted you, let you know you were in line to be helped, even wrote it down if there were a lot of people. Something has definitely changed with the management. All the associates hide heir heads when you walk in, ignoring you. The people waiting are left to keep themselves in order when someone finally becomes available. Some associates finish up with a customer then just keep working at their station, apparently too busy with residual work to help the next person. I waited about 45 minutes even though there was only one customer in front of me in the store. No one ever greeted us or said anything, literally heads down, on ignore. Finally when an associate finally freed, from some guy who spent an hour trying to get better deal on his internet by threatening to quit service, she went to help someone else who just walked in. Worse group of service personal that store has ever had. They really were excellent in the past. You're kind of stuck if you want to go into an At&T store. I have several phones for business and personal and I'm not going to change service. There are so many stores locally I'm just going to change stores. read more

The manager at this store is awesome. Joe has helped me out with a couple of issue s that ATT couldn't solve over the phone. Glad to have a good local ATT store in Westlake. read more

This is the worst AT&T store I have ever been to. I am now switching to Sprint solely because of how I have been treated by the reps in this location. read more

I purchased an iPhone 6 three days ago, and the battery life lasted less than 8 hours. They accepted no responsibility and told me to go to the Apple Store. I will never buy equipment from that AT&T store ever again! read more

Thought this store would know International travel. We were surprised that associate couldn't lookup our past service so we could make an educated comparison with AT&Ts new a la carte plans. When we had a miscommunication about their offerings, the staff laughed and mocked us and clapped as we left to buy online. So we returned and another clerk continued to mouth off at us and even refused to let his manager use his pda to check our account. We spoke with the manager who failed to demand an apology from his mis-trained employees. Where in AT&T's HR and training manual does it say to mock the customer? Instead of being the flagship service provider they should be for this location, these clowns typify what's wrong with AT&T. Arrogance and amusement at the customer's expense. The entire staff should be fired. Stay away. read more

Great store!! I usually hate phone stores because they are always looking to upsell and suck your money out of you... NOT HERE! I had pre-ordered a new iPhone and when I went in to get it today the people were so nice. Lynne and Jayce helped me and they were both patient and hospitable. Very good experience, will be coming back for any future needs. read more

I went into this story on crutches as I was recovering from ankle replacement surgery. When I asked for a chair while I waited for a phone exchange, I was informed there are no chairs in the store. So I sat on the floor. The salesman motioned for me to come to the counter. No one offered to help me up. Or to bring anything to me sitting on the floor for my signature. It was humiliating. I tried to call the store before I visited to find out where it was located in the mall. The phone was never answered. The experience was painful and embarrassing. Customer service is definitely not a mantra here. read more

I have been an ATT customer longer than just about anyone. This is by far the worst store and experience I have ever had. The employee we dealt with was an absolute rude woman who could not be bothered to answer any questions and then complained about it. Horrible awful experience. I have no problem with ATT provider service or products, but the customer service at this location does not deserve even a one-star review. Pathetic. read more

I went in yesterday to upgrade my iPhone 4 to an iPhone 5. The store was hectic due to it being around the holidays. I give it that so I made sure I kept cool with the guy who was helping me. I needed to use my moms upgrade. He actually ended up deactivating my moms phone and putting her number on my new phone. After being in the store for over an hour and listening to all the upgrade bs I got to my car. A friend txt asking if got a new number. I said no shouldn't have. By this time it was 5pm and I was in my car and had to go back in the store to deal with an issue I wasn't even in control over. The guy said he was submitting a request to reactivate my moms phone and that it should only takes few hours. Ending up it's the morning now and my moms phone still isn't on. I called the main line and the representative said " it looks like he didn't do what he said he was going to do!" Long story short the whole thing was a pain in my ass and I kept my cool after spending time and money on a situation that still isn't resolved. What a huge inconvenience. read more

After getting the run around with other AT&T stores, plus calls to customer service, I finally came into this store with my fiance. I was already on the defense, but the salesperson, Brandon, was so forthcoming and nice. He made all the necessary changes, plus gave us some advice on ways to save money. I've also been waiting on uVerse service to my neighborhood and he was able to check on that. Overall, the experience was friendly and helpful. I will do all my AT&T business from this location from now on. read more

After my phone was picked up on a plane, Marc helped me locate it. My phone was eventually returned to me from Dallas, which I am still shocked about. Marc spent a ton of time helping me and getting another phone set up for me to use while I was hoping to get my original phone back. Fabulous customer service. Thank you. read more

Ditto on the negative reviews on this store. Seriously. We have been an AT&T corporate customer for more than a decade and our recent experience with this store has us pulling back our service on existing contracts and moving our other devices not under contract to Verizon. In an effort to sell as much "service" and "extras" as humanly possible, they just lost 100 times that amount in future revenue...and then some. read more