AT&T Store — Attraction in Kerrville

I am in the middle of what to put for rating. If I was rating the representative that helped me at the store, Favian, I would put 5 stars. Because we had a little bit of, what I believe is racial profiling, from the manager (looks young and is Caucasian) I am leaving one star for him. I was going in to get an upgrade on my phone and my grandparents were looking at getting an upgrade on their phone as well. With the whole Covid policy, we were told one to one ratio, meaning one representative one customer. My grandparents had to wait outside, even though they needed help as well. I am the one who handles their account and I help them to understand what it is that will be needed, why, etc. Since the manager said only one of us could be in there to get help at a time, I decided to go first. While I am being helped, a lady and her elderly mother walk in side by side to do their business being helped both together. Not to long after, a man and his wife (along with their 10 year old son) come in and are getting help together as well. As I see this happening, I walk outside and my grandmother asks me to see if she can at least see a phone she wants to get. I ask Favian and he assures me it is okay. Once she is in there and I am explaining the differences in payment for the phone and what differences they hold, the manager is watching us the entire time. Once my phone is done, I ask Favian if we could get their upgrade done and he assures me he can. As he is helping us and being nothing but patient and kind, the manager then goes up to us and tells us that one of us has to leave, be it her or me. Mind you the wife, husband, and son are still being helped as well as the lady and her elderly mother. All whom are Caucasian. I will not be returning due to the way my grandparents and I were racially profiled, even though Favian was...

I'm not typically one to leave negative reviews, but lord have mercy my most recent experience was beyond terrible.

My phone screen broke, and I pay for insurance on my phone, so I left work for what was supposed to be a two hour outing to see about getting it either repaired or replaced. An employee told me, without even asking me about my account, that the store "wasn't even allowed to touch Samsung phones" and that I would have to go to Best Buy for a repair or replacement. I had even asked about my warranty and insurance, as I bought the phone less than a year ago, and was told, again, that I'd have to go to Best Buy. I asked the employee about the nearest location that would do that service, and was directed to the location at The Rim. So I drove for more than an hour to that location where I was told that they did not do Samsung repair, and that just about every piece of information that employee had given me was false. The Best Buy employees were kind enough to direct me to a different AT&T store where THOSE employees were able to file an insurance claim and order a replacement within twenty minutes. I'd like someone to tell me why I had to waste about $80 in wages and gas for a process that took twenty minutes. I wasted an entire day and drove for hours for what should have been a simple insurance claim.

I've had experiences with other employees at this location that were absolutely wonderful, and I can say with confidence that my bad experience is NOT a reflection of the store as a whole, but this whole ordeal has definitely discouraged me from returning, and next time I have an issue with any of my phones, I may go to a different location where I know I'll be listened to and assisted...

This store misrepresents their products and lies to customers. I just purchased a Galaxy s10 and was told it had the longest battery life. Longer than the S10 plus. That is a total lie. The S10 has a 3400maH battery and the plus has a 4100 maH battery. Yes, I should have reviewed specs before I walked into the store to keep this from happening but I trusted their employees. Now I'm stuck with a phone that doesn't perform the way I was told. She told me the charge would last for 32 hours. That is a total farce. I'm lucky if I get 10 hours. I bought this phone to replace an s5. The s5 outperforms this phone when it comes to battery. What is really aggravating is they could really care less. I should have known better than to deal with AT&T in the first place. AT&T advertises unlimited data. That is another farce. Their phone insurance has a $250 deductible so don't let them make you think you have full coverage.

I contacted AT&T directly about the S10 and they said the store could extend the 14 day buyers remorse clause but the store refuses to do it. AT&T doesn't care either. The phone did seem to stay charged for over 12 hours for the first 2 weeks but not now. I paid the phone off in full cancelled the insurance and will never be an AT&T customer again. Take my advice and go with TMOBILE. That's what I'm going to do. Their service is half the cost of AT&T. If you must deal with AT&T go to...