AT&T Store — Local services in Dallas

Worst experience with customer service from their mgmt team. They close at 7pm, and I am a nurse at the hospital down the street (Methodist is less than 5 min away). So i got off my shift early to get my new phone that was ready for pick up since the morning. Arrived at 635 pm and walked over so maybe what 2 or 3 minutes and security guard says no I can not come in they are closing. I said I was just picking up order not having to shop. There were about 5 people still in store and people still exiting. He says no, I call with no answer. I was furious that I left early just to be told no. I went in next day during the day and asked for manager since no one had called me back by 2 pm. The assistant manager says she was assistant mgr. I asked what time did they close, she said 7pm, and I asked was there an instance when they stop allowing people in early. She said no unless there is more than 20 people in store is what the number she said d/t COVID. I said well that was not the issue last night so I would like to speak to mgr because that happened last night. She said well mgr was here last night, I stated again this happened and there were no more than 20 people and people continued to exit. She said okay let me get mgr and left me waiting for a while while attending other customers. Another very sweet young lady did come and ask if she could help, I asked if she was the mgr that I was waiting for. She stated mgr was not here but she could get assistant mgr for me. That infuriated me even more to know mgr was not even there and was out for lunch or what ever, and I was left just waiting without explanation. I advised young lady I just wanted my order and she actually had better customer service skills than the assistant mgr and understood that a frustrated customer just wants to be heard. I took my order and asked her to have mgr call me once he arrived, which I think he walked in as I was leaving. Well another At&t worker was walking in, I assume maybe it was him.

Never got a call from him either, worst experience ever. Will say that one girl did have great service skills and maybe deserves a promotion and can teach them a...

I had what started as a bumby experience to a good experience. The rep that was helping me out at first was Angela. I came by to pick up my new order and I mentioned to her that I will be switching my phone number to the new phone and my current phone to my sons number. She nodded and verbalized understanding. But she didn’t do that she set up my new phone as my sons phone number and she looked at me like I was talking jibberish when I told her so my phone number is on the new one right she looked at me again as if I didn’t mention it to her. So I verbally told her as I mentioned at the beginning my phone number will be on the new phone and my sons number on the current. I felt rushed and she was super jittery! So rep Johnny took over and finished what she messed up. Then I saw she left the store so I knew it was the end of the shift for her and maybe that’s why she was rushing. I’m giving it 4 stars because of Johnny not Angela. Johnny was very patient and got my devices going in a correct manner he was super customer friendly. Very opposite of what I received from Angela. If this review was based off the first rep, I would have scored it a 1. I seen a good review of her and how great she was but I didn’t get that and I’m assuming it was because I had a lot going on in so little time of what was left of her shift. Thank you Johnny for making sure my devices...

My experience with the store staff on 6/11/2024 was extremely unprofessional. I specifically sought out Miranda for assistance due to her helpfulness on 6/10/24 , but was approached by another male employee instead. While I understand the store is not responsible for insurance claims, as a customer seeking assistance, I should have been able to receive some level of help. The employee I encountered was dismissive and quick to accuse me of having an attitude which only escalated the situation.

What shocked me the most was when Miranda attempted to intervene and defuse the situation, the male employee continued to dismiss me by saying " no because she has an attitude". When I requested to speak to the store manager, I was informed that one was not available, only to discover an assistant manager was on - site the whole time. The lack of proper communication and oversight from your management team indicates a series issue within your store.

As a HR professional, I feel compelled to provide some constructive feedback. It is clear that your entire staff is in need of some professional development. They did not possess the necessary and competencies to effectively engage with customers and delivery high - quality customer service. I urge you to address these deficiencies promptly to ensure a more positive and professional experience for all customers...