AT&T Store — Local services in Alvin

This new AT&T location takes poor customer service to a new level. Their manager today named Dustin showed absolutely no initiative to defuse a confusing situation, assist his employee, or more importantly assist a customer in need.

We went to go purchase a new phone case and screen. One customer service representative came and found us immediately and was of solid help. However, when he went to run out card their processing system froze up. A statement was billed to us saying the transaction went through, but according to AT&T it was not showing on their side. After waiting through 20 minutes of confusion we were asked to run the card again. Dustin assured us that the previous transaction would be refunded in 3-5 business days, but would need to do it again. As if this wasn't sketchy enough already, we waited 20 more minutes for their system to crash again. Meanwhile Dustin was nowhere to be found and offered no apology. In fact, when asked about the charges Dustin got hostile and talked back to us. Not once were the phrases, "I apologize" or "we're very sorry" issued from Dustin.

Following 40 minutes of waiting and hostile talk back from the manager on duty he sent one of his coworkers to tell us that we couldn't leave with our already purchases equipment. Rather than taking ownership of the situation Dustin showed poor customer service skills and revealed himself to be a coward. Dustin finally intervened when I loudly asked where the manager was and informed us that after being charged twice we could not leave with what we purchased because the statement won't show up on their computer. Basically they wanted us to return when the transaction showed up on their side. We left with nothing and are awaiting two refunds after spending an hour inside of the store for a quick and easy purchase. (So we thought.)

Why this place gets 1-star:

Dustin is a disgraceful manager and should be reprimanded for his customer service skills. As a manager in my own line of work, I'll gladly talk to any AT&T representative about my experience.

If the internet goes down at your establishment do you not have a backup plan in place or do you just lose all of your sales for an entire day? Telling a customer they can't make a purchase is unacceptable and poor business. We had transactions on our card via electronic billing that said "PROCESSED"

When a customer is dealing with a situation, a staff generally apologizes or throws in some sort of gift for their troubles. Dustin preferred to do nothing of this nature, and must reflect on bad business morals from his superiors.

In conclusion we will never shop at this location again, and hope the AT&T takes a hard look at who they are using to represent their brand. If Dustin is the best they can do, they...

If I could give a 0 I would. Jessica was supposed to help me with returning my old cellphones which I was told I had 30 days to drop off. This was my first time ever doing so. When she was telling me I needed to erase everything on the phones I told her I did not know that as the guy that sold us our new cellphones did not tell me that. Then her next response was “ well it’s common sense to know this “. This is highly rude and disrespectful to tell someone this. When in all honesty I did not know this as it was again my first time ever doing so. When I told her that was rude to say to me and poor customer service she argued with me that I was the rude one from the beginning. I never once was rude but extremely offended by the way she spoke to me. When I asked to see her manager she told me she is right next to her. When I asked to speak to her which she was 2 ft away from me she told me she needed to make a call and then walked away. This is after I asked to speak and then asked if she would just take care of me instead bc honestly my feelings were hurt that someone would flat out make me feel so uncomfortable and stupid for not knowing something when I asked about it. This is extremely unprofessional!!! I truly hope yall do something about this and teach your employees how to talk to people with respect. Sucks because I have only been with AT&T for a couple weeks and now I am regretting...

This store is a joke. I went in a few months ago to upgrade my phone. A young women helped me with getting the phone I wanted. She told me she could save me some money by changing my group plan to a newer plan. Under this said plan I would receive hotspot on all lines and a sim card that i could place in a tablet or old phone just for hotspot. I asked is it free! Well a couple months later I noticed that my bill was 50 bucks higher so I researched it and found that for 3 months I was paying 50 bucks a month for a line I never wanted or even used. I first tried to go to the store and talk to the mgr, none were there so the guy I talked to couldn't bother to look up my account or even get out of chair to address me he just told me I would have to call customer service. When I called them they were helpfull and cancelled the line for me but said I would have to get refund from the location I purchased from. Fast forward a month later after 5 trips to the store and a phone call nothing has been done. When I talked to the G.M of the location he acted as though he was never informed. The assistant gm is tellling me that the district manager has go refund it. Either way customer service at this location is terrible. They will lie and...