AT&T Store — Local services in Coppell

Do you like to suffer? Then, this is the right store for you.

FAIR WARNING. Avoid this shop and go to a different location. You will thank me later.

During my visit to the shop, there were two unhappy customers lined up to dispute incorrect changes made to their accounts in some way or another. I was thinking to myself, "gee, hope that doesn't happen to me." Sure enough, it did. The only person in the shop that seems to know what she is doing is the store manager (the elderly India lady). Which makes me think that she may be overwhelmed and may not always give the correct information. Trying to give her the benefit of the doubt here.

My wife and I made a trip to this retail store to trade in my old phone. The store manager mentioned that I can get a pair of new earbuds or a watch, since I am trading in for the S24. I don't need earbuds, but the watch intrigued me. I told her I personally do not need a watch, but I would like to give it away to a niece or nephew. I asked to confirm if it was really free with no strings attached and she nodded "Yes, of course". I planned to give it to a family member as a wrist accessory. Sounds great until I was hit with a bill for a $10 wearable fee, installment fee was also charged, and I was hit with a wave of tax fees at my next billing cycle. I went back to the store and told the store manager that I was never informed of the charges associated with the watch, but she was super adamant that she informed me of the fees. My wife was there, and she can vouch for me. As a married man, you always seek confirmation from your wife before you carry out any purchase/transactions. My wife heard it clear as daylight, otherwise she would have never agreed to the "free watch".

I went back to the shop and asked to return the watch - sealed and never opened. I was hit with a $55 restocking fee. I was already frustrated and decided to pay the fee and later dispute it over the phone with an AT&T rep. The AT&T rep informed me that it is company policy to not charge a restocking fee if the product is returned sealed. Since customer rep is not able to see the charges on their end, I am stuck settling this with the store. I three-way dialed the store maanger to inform her of her own company's policy but she stands her ground and says, "It's not true, and even if it is true....they have no way to process it". I asked who I can talk to with the power to reverse this fee. She mentioned her DM, but I have not her from her or her DM at all. They have not been cooperative at all, and I am still fighting this...

An unauthorized user on my plan was able to walk into this location and make changes to my account without my permission as the account holder. The unauthorized user did not have my security PIN code to my account to authorize changes. Instead of being turned away and told that no changes could be made without the PIN code and account owner’s express permission, my security PIN code was changed by a member of staff in store without my knowledge or consent. I would never have given consent to this change, but I was not given the opportunity to refuse because I was not contacted. When I called the store to inquire how and why this was allowed to happen, I was told they would call me back within 30 minutes. They did not. I called at the thirty minute mark and was told I would receive a call as soon as possible. Over a hour later, and I received no phone call. When I called again, I was told the manager had left the store and had been unable to call me to talk about this. However, it turns out the manager did have time to call the unauthorized user who made the changes to ask them to talk to me about what happened. The issue is not that the user went into the store to attempt changes, but that unauthorized changes were knowingly and purposefully made by a member of staff. This is an absolute violation of policy, privacy, and security. If you value any of these, do not bring your business here.

UPDATE: I was told I would receive a phone call last Friday from the Manager in order to discuss this issue. To absolutely no one’s surprise, I never received...

This story is hardly real to me, so I need to share it. My wife and I went in to get new phones not long ago and the nice lady told us that there was a new plan that gives you an extra line for cheaper than we are paying for just our two lines. It didn't make sense but she kept insisting, so we agreed to it. Now that we examine our bill it is charging us more for the third line ! So I call to see what happen, and cancel the line and AT&T said that they could not cancel it because my wifes new phone payment plan was tied to that new line. What!!!! We didn't ask for a new line and yet an AT&T employee told us that it would be cheaper and now AT&T says that the only way to cancel the third line is to pay the balance of the phone which is $800. I escalated the call and the manager on the phone said that the lady that helped us doesn't work there anymore and that she was probably upselling these extra lines as a way to make more commision. He admitted that to me and still he said that he could not move my wifes phone plan to her actual line and delete the third line. So we had to pay off the phone in order to not get charged anymore for the extra line. This is terribly disappointing. I have been with AT&T for about 10 years and I can't believe that they cannot fix this. Don't trust this location. This is the kind of thing that makes someone move to a different...