AT&T Store — Attraction in Addison

I have been with AT&T over 20 years and have had at least 2-4 brand NEW phones at any given time. This location used to be my absolute go-to, in the past. I had, had nothing but exceptional service here up until recently. The past 4-6ish years or so I've had awful experiences here, AT&T used to be held at a certain standard, but overtime that has changed from one extreme (AMAZING) to another (HORRIFIC). I come in here often & buy 2-4 brand new phones at a time, so you'd think the staff here (who i assume get commission) would treat my family and I with the utmost respect. I feel that is the bare minimum when you work a sales job. This location has completely gone downhill, I get no greeting, no direction, no advice. You sell phones and can't even tell me the difference in them or the specs or anything, they point to the descriptions and tell me to go read that. I've had a man get upset with me and leave me mid- conversation, just to go to another table behind me and talk to his friend. This man took videos of myself and my grandma, and purposely messed up our whole account. He stared at us, and blatantly talked about us with his friend, who wasn't even buying anything. He purposely mixed the numbers on the phones before he left just to "prove a point" I've yet to get any of that stuff fixed. All of our upgrades are mixed up, some of the phones dont match the numbers. I've had another staff member tell me im 100% walking out with this deal (I even have the paperwork for it) just to go and wait a few months and realize I did not in fact get any of the deals promised. I've walked in here and waited 45 mins -1 hr 30 mins just to be greeted and told to check in. This location is supposed to be what I call an HQ (BIGGER, OFFERS MORE OPTIONS, MORE STAFF ECT.) so my family and I have always gone here for our phones but it has gone sooooo downhill we dont even feel comfortable coming here anymore. We've walked in and had these younger staff members who are literally around my age stare at us and here at this location, their absolute favorite thing to do is go hide in the back. I've caught them leaving the table with all of our private info pulled up on their tablet and go hide in the back for what seems like forever, just to return when they are darn good & ready. I've caught staff here on their personal devices, hiding in the back, and Im human of course I would have understood if something had came up, or they needed to do something that would have been fine, but when I hear youre having a personal call when youre supposed to be getting something for me or fixing something for me, that is quite literally ridiculous. I've had such bad experiences here over the past few years, my family and I have highly debated switching plans. There's no care in the world for loyalty anymore, its all about the new customers and what you can offer them, things have just changed soo much and its really disappointing to see. You pay more and you get what you pay for, however I dont believe that to be true anymore, at least for AT&T. I believe the service has a lot to do with hiring soo many young people (again around my age) who genuinely dont care about the job just the money and benefits. I think all people should have opportunities including younger people like myself but clearly they are not capable of running this place by themselves. Where's the managers who have seniority and have been here a long time? What happened to treating your customers with at the very least respect? If my information is pulled up on your iPad you shouldn't be walking table to table talking it up with other customers or staff members. Its noone else's business whats on my PRIVATE account. I expect better from you AT&T, how could you set the bar so high and then just let it fall so much over the years to this point we are at now? I am so disappointed, this is like a slap in the face when my family and I have been with AT&T for so long and have spent so much money here. This review was a long...

I joined AT&T in Aug 2024 and it has been nothing short of a nightmare since - I went to the Addison TX store and the rep Chantel convinced me to enroll in the business plan since I have a business - the perks sounded great so I did -

Not even a month or so later I get a call stating the bill was past due - I set up auto draft and she along with her manager Patrick told me the merging of Internet and phone would take up to three billing cycles. I pay the bill and move on and then I get a call from their billing stating my bill was past due -

I go to the store and Patrick is there and there is a rep named Michael who said that my products could not be merged into a business so Michael the rep converted me to a standard plan - thinking all was well, last Monday I began getting calls from the collection team stating that my account was delinquent and I should not have service -

Call the store, got Chantel and she said she had to call the business center and she would text me her number - text never came - a couple days later I call and got Patrick and he was dismissive and did not express any interest in a resolution but said Chantel was calling the business side.

A couple days past and no response so I go into the store that Friday and Chantel sees me and after he customer she avoids me by going to the back - I asked for manager (Eric) who would not come out and I told the rep I needed Chantel - she comes out apologetic stating the day she was to text me she asked Patrick to contact me since she was pulled to a charity event, PASSING THE BUCK - I sent her the account number since it was late Friday and she said she would contact them on Saturday - she texted me stating she was on the phone and asked if I could take a call and I said yes but she never called - at 7:13 pm I texted her for updates and she ignored my text and never called me - days past and I go back to the store on Wed and Michael was there and he said he know she was working on it - he called her and told her I needed her to call me and she did not so he called the business team and go the account closed and now there is a over $51 credit there that will sit there and I do not receive it.

The customer service provided by Chantel and Patrick is offensive and ridiculous - seems she was more focused on getting a sale and when she messed up she did not take ownership - my account was in collections which could negatively impact my credit and I want to be compensated for this blunder by Chantel and Patrick and the amount of times I had to go to that store to practically beg them correct her problem - AT&T this is...

I came in person earlier this month, because the phone I wanted wasn’t available online. I needed to do a couple things, so I also thought it would be simpler in person. It was not. The process was much longer than it would have been if I had just done everything myself online. The rep also took liberties and added things that I didn’t ask for such as the Att next up(I made it very clear I planned on keeping this phone for a while and didn’t need this). They also chose which insurance to add to a new line without asking which one I wanted or explaining the differences and failed to inform me that I’d be charged a $35 upgrade fee even though my previous phone was completely paid off. He also didn’t tell me how to trade in my old phone once my new phone arrived. They were having problems adding the new line to my plan and his manager didn’t hesitate to jump in and help. Fast forward two weeks later. I go in to bring up the things that were added to my plan without my permission and ask how to trade in the phone. The same manager was there the rep that was assisting me went to her multiple times to explain what was going on and get guidance. She never came over to assist. She was standing around talking to another employee. She had no problem jumping in to help with a sale but did nothing to resolve an issue. The rep told me that I have to call the 800 number because it’s been over two weeks(it hasn’t actually been two weeks. I went in on the 9th and today is the 22nd). I just left. I don’t need to go into a store to speak with customer service. So here I am on the phone with customer service after wasting my time. All this to say. Don’t waste your time coming here. You’d think the reps and management would want to provide a quality experience considering they get paid a commission but dealing with them created an unnecessarily complicated process for something I could have done myself online. Shop online and call customer service for help. These people are useless and only care about a quick commission. The rep was named Chris and I didn’t get the managers name but she was an African American woman. I generally prefer shopping in person because I’m aware that’s how they get paid but I won’t make that...