I rarely post negative experiences publicly, but after almost 4 months of dealing with AT&T, I feel…read morelike 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.

I don't come here often, obviously, because we don't need (or want) phone upgrades frequently. But…read moreone 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.

I will never go to this store again. The people in there are rude and lazy, and do not want to…read morehelp customers. When someone has to go in not once, or twice, but 3 times in less than 30 minutes because what you are telling them to do is not working, maybe you quit visiting with your co-workers or get off your phone and help the customer. When you have to ask for the manager to get help, then you are not doing a good job. I will never go in this store again. I went to verizon down the street, and told them how ATT treated me, and they were appalled, and they were very helpful.

Went in to upgrade my phones, but they were also offering a $500 incentive if I changed my cable to…read moreDirect Stream. I never received so I called for an update and they have no record of it! If your changing your cable make sure you have it in writing!

DO NOT PURCHASE ANYTHING FROM THIS AT&T STORE!!!…read more Went into this store to upgrade my daughter's iPhone. During checkout Brad told me it was REQUIRED that I sign up for insurance "because the phone is over $1000". This was not only untrue, it is illegal to force customers to get insurance, I looked it up. The insurance was almost as much as the monthly installment for the device and significantly more than AppleCare. Why did Brad make this demand, because employees are incentivized based on how many customers are signed up for insurance. Also, if you purchase in the store they charge an additional upgrade fee ($35), which I would not have been charged if I had just ordered in the app. I know because I upgraded my phone through the app a few months back and was not charged that fee. I called AT&T directly after the purchase but to cancel the order they were going to charge me a restocking fee even though the device hadn't even been processed or shipped. I did get them to cancel the insurance, they confirmed it was optional, but they refused to refund the store added upgrade fee. I have been a loyal AT&T customer for over 20 years and am VERY disappointed with the in-store experience. The only thing these stores are good for is dropping off trade-ins and maybe some limited support.

I was simply trying to leave a family At&T plan to a single 1 phone AT&T line plan...... I've been…read moreinto AT&T 3 times trying to make it happen and every time an employee tells me a different procedure on how to do it. WHY IS IT THIS HARD. After 3 visits I still can't leave the family plan. I even tried transferring to Verizon which was a whole other head ache. I spent 20 mins in the store today and no one helped me. Do not go here.

Follow-up to my earlier review: The manager, Kat, did not…read morehonor the offer she put in front of me at the store. Instead, the price per month went up $20/month. I lost time to service, did not get the offer that was sold to me by the manager, Kat, and now I have no intention of going with AT&T at all after being lied to, judged and treated rudely.

I have been an AT&T customer for years and this was by far the most uncomfortable experience I have…read moreever had at an AT&T store.My family and I visited this location because my 19-year-old brother, who is a U.S. Marine and was home on leave before his deployment, needed to replace his broken phone. Since this was his first time purchasing a phone on his own, he understandably had questions regarding trade-in options. The interaction started off strangely when the sales representative asked for my mother's ID. After briefly looking at it, he immediately handed it back. My mother politely asked, "Do you still need my ID?" and he responded, "I said I needed it for a second, that second has now passed." The comment was unnecessary, bizarre, and immediately made everyone uncomfortable. As we continued discussing the phone, my fiancé simply mentioned that he didn't think a broken phone could be traded in. Out of nowhere, the representative threw his hands up and said, "Is it me, or are y'all extremely aggressive?" We were completely caught off guard. None of us had raised our voices or behaved aggressively. We all looked at each other wondering where that comment had even come from. The interaction left me so uncomfortable that I was literally shaking, and I told my fiancé we should leave and go elsewhere. We drove to the AT&T store at Willowbrook Mall instead, where we had a completely different experience. Caitlyn was incredibly kind, patient, and helpful, and manager Miguel was wonderful. They treated us with respect and made the process easy and pleasant. I also called this location afterward to speak with the manager because I genuinely would hate for another family to have this kind of experience. While he wasn't rude, he came across as dismissive and lacked the empathy and professionalism I have come to expect from AT&T. I understand mistakes happen, but I felt my concerns were brushed aside rather than genuinely addressed. Thankfully, the team at Willowbrook restored my faith in AT&T customer service. If you're deciding between locations, I highly recommend the Willowbrook Mall store. Save yourself the stress and go where you'll be treated with kindness and respect.

This is the worse AT&T store in the city. I stop by this AT&T store today 7/2/19 on my lunch break…read morethe service rep had one person in front of me he told me give him a few minutes he'll be right with me 5 minutes later he finally asked what did I need help with I informed him that I had bought a AT&T type C charger at that particular location about 6 months ago he asked me for my name and number never asked for my pass code to get in my account he said that if I bought it there he could find it in other places in their system now 30 minutes go by my lunch period is over I had to leave he told me he will call me back in 15 minutes. I stopped back by 3 hours later and he stated that he was still looking for my purchase I asked him again do you need my information to get in my at&t account he said no. He told me by it having the AT&T logo on it he could replace it so I asked him why isn't he replacing it he said because they didn't have any in stock that had the at&t logo on it I said it didn't matter which brand you give me I just need a new charger. I been with at&t 10 years and paying $250 a month I'm just waiting for the Note 10, I will be switching providers I never did get my charger replace very terrible experience

From the owner: AT&T, serving over 81 million wireless customersread more

Exceptional Service at AT&T Cy‑Fair (12020 FM1960RdW, Suite900, Houston, TX77065)…read more I was at my wit's end after visiting two other AT&T locations with no success--my phone fell in water and had been lost for a week, and I have a complicated phone/internet plan that no one seemed able to resolve. Then I walked into the Cy‑Fair store and everything changed. Joseph and the rest of the team were incredibly knowledgeable, patient, and truly went above and beyond. They stayed past closing time without hesitation to make sure I left with a working phone and peace of mind. I felt heard, supported, and never rushed--something I hadn't experienced at the other locations. This team delivered the kind of service you hope for but rarely find. Friendly, professional, and committed to helping people, even when it's not easy. Huge thank you to Joseph and the Cy‑Fair AT&T crew--you made a stressful week so much better.

The worst company, you can't cancel your services until they want to stop charging you, they charge…read moreyou even what you breathe, they charge automatically if you authorize it, they are thieves.

I just visited this location and bought a new phone, changing from the Galaxy to the I Phone. Syed…read morewas helping me and he did a wonderful job of explaining the features of the phone, helping me sign onto the icloud, and connecting the phone to my car blue tooth. He was knowledgeable, courteous, and friendly. I highly recommend Syed for your phone concerns, questions, or in buying a new phone.

From the owner: With Cricket, you can pick a cell phone plan to fit your lifestyle. Cricket offers unlimited talk,…read moretext, and data access, and no annual contract for cell phone service. Stop by our Spring store today.

He fixed my iPad screen in 45 minutes! Works great! Best priced in the area! Store is clean & he…read morehas lots of parts in stock! Stop by for your repairs!!

no first of all he didn't close my device all the way . mind you and it's like stuff coming inside…read moreof my screen like water and tissue js from whipping it down it has residue on it because of it .i payed 106$ for straight bull and y'all need to fix it now ! my device is ruined .like the screen isn't even on bro