AT&T Store — Local services in Converse

My wife and me came here looking to lower our service cost, but ended up being lied to. Prior to visiting this location we ran into an at&t sales rep at a Sams club, who mentioned a (too good to be true) deal. He gave us a description of a deal that would help us lower the cost of our bill with some undetailed discounts. This caught our attention quickly of course, to switch to one of the better known carriers with better service and pay less who wouldn't be interested. However, I was not going to jump in just like that. We went home talked about it with my wife and decided that if this deal was possible we would be able to get it at any at&t store. We decided to visit the store closest to us, and upon arriving we explained the deal we were offered. The sales rep here clarified this deal was not possible unless I worked for some sort of affiliate. He then explained the plans he could offer and based on cost we decided it was not for us. As we were about to walk out he quickly tells me he can verify if I qualify for a discount based on my employer. He then said we qualified for a 15% discount. We were very clear our bill was $165 for 4 lines after taxes, and that we were considering only getting 3 lines with them. He then stated (and we asked several times to confirm) that with the discount we would be paying $135 and $5 extra if we added the 4th line for the lowest 5g plan they have. This would include 2 free phones and $5 for a 3rd phone. We accepted the offer for 3 lines and made all the changes. First bill was over $300, but sales rep explained this. The 2nd and 3rd month were lower than was discussed and so we figured this will readjust because no business charges less than what they agreed to. During this time I also got a message stating I had been upgraded to Elite at no extra charge, I did not request this but why would I complain about a free upgrade. Sure enough 4th month was $171, at which point we thought "there it is, they readjusted" but we were wrong. 5th month again, same amount. I called customer service who explained, the deal I was offered was fictitious. The agent stated that rather than a 15% discount, I was getting the higher tier plan for the price of the mid tier plan. Not at all what we agreed on. Of course those so called free phones locked us in for 2 years and now our bill of 3 lines is not only higher, but the 5g reception is mediocre in comparison to my previous carrier. Trust me you're better off with any other carrier.

"Response from the owner

Hi Cano Family. Thank you for the feedbacks and we understand your frustration. We'll definitely bring this up to our leadership team's attention to ensure that our Team Members are properly explaining the promotions."

(In response to owner comment) Sounds great, in the mean time we will continue to pay for the extra fees your members conned me and my...

Let me say this customer service is must for me if u work at place as of at&t and ur attitude sucks the young man wasn't professional i can in for simple replacement for my phone a cord if u need to know , now I choose this place because I had great service and I bought my z fold and large tablet thr over $3k of equipment, now back to this person i was told they didn't have any more just 1 of what I was looking for another customer was looking for the they came after me now remember it just 1 person I see working, he was occupied by another customer that was sitting with her legs prop up on another chair I wasn't greeted, wasn't help, I had to call another store they help me more they this dude did , I was going to look for an upgrade to see if zfold 6 and new 14in tablet available, but his attitude kept men from asking, I told him his attitude such I even adjustisfied by acknowledging i was veteran, I explained I drove by so many store to go to this proticular spot , now I'm here making a comment about my service that wasn't match thus billion plus industry if u dont know or how to handle customer that need services thus not ur store u represent a business of profession u inner react with ppl that have needs these phone are not cheap, but this young guy attitude was he miss out on a opportunity of upgrade all because lack of service distraction flirting ways i help the lady they came after me ,how because I used to own a phone store myself so yes I help her look what she needed not him this was recent, so At&t this what u hire i left sprint i had for years t-mobile took over i came to att before young lady attitude suck I took my service elsewhere customer service is must for me treat ppl like u wanted be...

The worst experience I've ever had buying an Apple product happened at this location, 8336 FM 78 Converse, TX 78109. On 7/30/2019 I paid out the contract on my old iPhone so I could upgrade to the iPhone XR. Several hours later the speaker phone function quit working during the middle of my conversation and they couldn't hear me at all. I went back to the store and asked to exchange my phone for another one and was told I'd have to come back when the manage was there because only he could waive the $45 restocking fee. So that was a 12 mile round trip for nothing. I went back today on 7/31/2019 and the manager was not there. The employee there today told me the same thing that I had to wait for the manager to exchange my phone. I waited 25 minutes for the manager Robert Casanova to return and I then explained the situation. Robert told me he didn't know why his employee told him I could exchange the phone in the store because they didn't do that there. He told me I had to go to the Apple store in the North Star Mall to exchange my phone. After I drove an additional 23 miles to get to the Apple store they told me that exchanges on items bought at an AT&T store were not done at the Apple store. So the employees and the manager have no idea what they are doing and no concept of customer service! The staff at the Apple store was a different matter entirely. They tested my phone and when they found something wrong they immediately exchanged my phone with no restocking fee. If you want to buy any apple product do NOT go to AT&T on 8336 FM 78, Converse, TX 78109 go to the Apple store in the North Star Mall and THEY will take...