AT&T Store — Attraction in Dallas

I may very well dump AT&T after 14+ years after this experience.

Dealing with the phone company is never a fun or even generally painless experience. It's getting more and more like sitting across from a BAD used car salesman "working the numbers" to get you "in a new phone today". It's such a joke.

The manager who would not provide her name (I overheard it, Tanesha or something similar - white girl) and was the single most rude person I've ever dealt with in any retail store of ANY kind. She interrupted the associate that was helping me to rudely tell him I had to wait and he needed to help someone else. He tried to explain what he was telling me and she cut, him off mid sentence and told him "This gentlemen will have to wait." She didn't understand the situation, the guy was helping both of us. SO after waiting for almost an hour and as many others have described there were 3 sales people just not helping anyone. At one point, the store was actually closed and rather than help me (she just got done helping another customer) the manager emptied the trash cans. Also, at one point helps some guy making a decision on blue tooth speakers... Still ignoring me, you know, the guy she cut-off to tell, "he was next in line".

Then, when speaking to a rep and he couldn't do what the rep on the phone that sent me to this location for. Even when Rabon in 1-800-ATT advised me it was documented in my file and that I shouldn't have issues. When the sales guy calls over the manager, she just has a rude look on her face and starts shaking her head "no" before he's even done asking her the question.

Her body language, tone of voice, appearance, and demeanor was awful! I work in high-end customer service and this lady is NOT qualified to be a manager of a AT&T corporate store. It's ashamed, we've been with AT&T for over 14 years and my wife loves that. We will be moving to Verizon or another provider as soon as possible. It will be less expensive and it COULDN'T be any worse than this experience. So long AT&T, I wish I could say it has been nice, but it...

All I wanted was a phone upgrade. I've been with AT&T for decades and after my experience with this store, I am so close to ditching them for Verizon. In fact, I still might. I spent a lot of time going over the plan and the phone I wanted for my upgrade in this store at Preston & Royal - only to find out later that day that they set me up with the wrong phone and with a plan I did not want. In fact, the plan was more expensive and for a lesser phone. I called this store the same day to cancel the order and I was told it was cancelled. Then I get an email from AT&T congratulating me on the upgrade. So I called the store again and they suggested I return to the store the next day to cancel and re-do the order. I went back the next day to do that, only to find out it was too late to cancel and that I'd have to wait to receive the phone I didn't want, but not to worry about mailing it back, I could just bring it to the store. So days later, I get the phone and go back to the store (again) only to be turned away. They would not accept the phone back and now the only way I can return it is with a mailing label from AT&T. So, I had to spend another 30 min on the phone with AT&T so I could have them email the label to me. Then of course, now there's a trip to the post office. I just wanted a phone upgrade from a phone company I thought I could trust. What a...

AT&T isn't usually known for their service, but this is by far my worst experience. Had to wait (seriously) 45 minutes to be helped. There were about 10 employees in the store, but only 3 helping customers. The others were chatting behind the service desk. I didn't know AT&T staffed volunteers. The young girl who helped me did not smile once and was extremely unhelpful. She looked at her tablet the entire time and did not look up at me once. She was mortified to be there and couldn't wait until payday Friday. She didn't even apologize for my having to wait as long as I did.

After I left, unhappily, I was told by this same girl I did not have an upgrade and I was going over minutes, so I changed my plan to pay $50 more for unlimited everything. ($200 a month now for one wireless phone, craziness.) This month when I got my bill, I had an extra $200 added to my bill b/c she, in fact, DID NOT, even change my plan AT ALL!! I went online to see that I had one upgrade pending for a new phone and no change of plan. Will do everything online from now on.

People here are a waste of hard workers who...