AT&T Store — Local services in Bulverde

Honestly... I have never had an issue with AT&T customer service before today and looking at the many positive reviews of this store, I am sure my experience is a rarety. This morning however, I called into this particular local store and was answered with nothing but sarcasm and witless tone. I asked a simple question about what was offered in the store (because I live an hour away and honestly don't want to waste my time walking into a store not knowing what I want to look at first) and the AT&T representative laughed at my question and sarcastically answered that they were a store... "we have phones". After that I realized I was talking to someone who has limited capacity for recalling basic customer service and it wasn't worth my time explaining it to her again that I was curious as to WHAT phones were offered. I hung up. Deciding to let it go, I still went to the store because I am desperate to put my hands on a phone to decide which I want to get. When we walked in, the same representative was sitting on her stool... looking honestly a little worse for wear... and greeted me. When I said I would like to look at phones, she walked away mumbling and sat back down. Not one word after. No customer service and quite frankly no ability to help either. Whoever owns this branch needs to seriously consider retraining certain staff to meet...

There are not enough words to compliment the excellent service we received from Frank Barber. When I walked out of the store, I looked at my spouse and said, if all of the world and companies treated their companies the way Frank just did, can you imagine how amazing life would be? From the moment we walked in the store, Frank looked at how best he could serve our family in every way. He spent time, gave advice and went the extra mile to make sure we were given the best offers. We were in the store for over 2 hours getting things set up, and I was amazed at how Frank was able to multitask. He helped other team members with questions and helping other customers without ever taking his focus on what he was helping us with as well. He is truly amazing. I hope you know what a rare and very special employee you have in Frank. He took what is often a stressful and not pleasant experience and made it the best. Both my wife and I said, he should be in charge of all customer service training for AT&T. He truly puts customer satisfaction as his...

I signed up for a phone plan on black friday, we were quickly taken care of but nothing was disclosed with us on what we were being signed up for. I do admit I should have asked at the time, but I trusted the agent I was working with and didn't think I was being signed up for anything outrageous. When it came time for me to get my bill I figured it would be a little higher than normal with it being prorated and one time fees, but I was not expecting a $534 bill for 2 phone plans. The agent who so happened to not tell me what I was being signed up for, totally messed up the plan in anyway you could imagine and included add ons we did not ask for. When I called the store to speak with a manager about the employee after speaking to AT&T customer service all morning to get my bill fixed, I sat on hold for 2 hours waiting to speak with the manager. Unfortunately I never got to speak with the manager and had to call AT&T customer...