AT&T Store — Local services in Dallas

This company has HORRIBLE customer service all around. We recently had a customer of the automotive shop I work for leave a cell phone in a vehicle we loaned them for use while theirs was being repaired. The phone was found by a customer that the phone didn't belong to & was locked so we were unable to see who it belonged to. After digging through a few of the people who had the loaner vehicle previously we managed to narrow down who we thought the phone belonged to & tried to call them to find the number we had on file had been disconnected, reasonably so since the phone had been lost in the vehicle for well over a month. We then called AT&T to see if there was any way that they could help us identify whose phone this was & the employee we spoke to refused to provide assistance, stating that the insurance probably already paid the cost of the phone if the customer had the phone deactivated. After pressing a bit longer to try to get some kind of assistance she began to raise her voice & continued to be unhelpful in any way. We have no way of contacting this customer to give them their phone back now & it looks like they may have pictures of their children on it that are probably valuable to them as their lock screen is a picture of one of them. THANKS AT&T! Also, recently my boyfriend & his entire family have had to switch from AT&T to T-Mobile because of the (SHOCKER) horrible customer service so many complain about. His sister is the head of their account for 6 people total including my boyfriend, herself, her 2 kids & her parents. Their bill started becoming $200-$300 more a month each month about 5 billing cycles ago. At first she just thought it was because they all got new phones, but the charges stayed that way well past any reasonable amount of time & with additional reflections that didn't make sense. Any time she would ask about it in store or on the phone she wouldn't receive an answer about them. It was always 'I don't know'. After hours of frustration & getting nowhere she finally left AT&T to switch them all over to T-Mobile. She has been dealing with trying to get all of the loose ends with AT&T tied up for a little over a week now & still seems to be getting nowhere with it all. Not only does this company make your experience as a customer extremely difficult but also makes it difficult to cut ties. Thank God I...

Not sure if this stands the same for all of the customer reps, but the one I had today was terrible. And what makes it worse was that he was training another young lady. I came into the store searching for a resolution for my broke phone. I inquired about an upgrade and he told me I wasn't due for an upgrade until November (which contradicted what I was told when I first got the phone) then I asked about other options and he shot down all suggestions and questions. He basically told me that my only option was to pay the remaining amount for my broken phone for $435 and then do another att next deal. Not happening! As he is telling me this he is laughing and grinning with his trainee at my aggravation. I felt as if he was trying to use me as his case study for a difficult customer. During their grinning and lack of assistance he made several snide remarks such as..... "well maybe you shouldn't be so rough on your phone and it wouldn't break stare and giggle" and "it wouldn't break in a case, maybe you should use one" which I quickly told him it was in a case when it broke. After asking several times for other options, I told him that I have no other choice than to go to another service provider and have them buy me out of my obligations with them and he snickered, nodded his head and said "I guess so." Of course I called their headquarters, placed a complaint on him, and was FINALLY helped by someone in customer service who directed me to the ATT Service Center where my phone was fixed for free in 30 mins. Apparently my phone we was still under warranty, which the other guy never bothered to check! He was too busy being a pain in my *. Thank God the customer service center ACTUALLY helped because if I'd listened to the customer rep at this store, I would have spent hundreds of dollars and HE would have gotten a commission off of it! Terrible experience....

Beware of the customer service here. Utter, bad service. I looked up the reviews on this place before I went there so it's fair to say I did my homework but it didn't help much. I went there 2 weeks ago to get a new phone and contract (mine had expired after 2 years). The lady I talked to was ok and everything was fine. Then after using the phone for a bit, it started randomly turning off and restarting by itself so I took it in to have it exchanged. I got there and a service rep comes to talk to me ( short guy, I forgot his name). He tells me they cannot exchange the phone for me in any way (even though it was less than 30 days old). If I wanted, they would restock the phone and charge me $35 bucks for that. After arguing with him that it was silly to charge me for a phone not working, he goes to talk to his "manager" who says they can only exchange it if I can "make the phone "act up" in front of them". I mean how do I make the phone randomly act up? He then goes on to tell me to go to the Warranty people miles way over in another store. I drive all the way up to the warranty people and they are even amazed why the service people referred me there - according to them, they only deal with phones over 30 days old. They tried several calling the ATT store to ask why but nobody answered even though the store was open. Long story short, the warranty guys asked me to go back to a different store to replace it. Fuming, I decided o be level-headed and so I went the ATT store in the Northpark Mall and the Service Rep there was super helpful and replaced the phone for me without any hassle or fees. I got my issue resolved but please know where you deal with ATT. P.S. Sorry about the lengthy typing. I had to tell the...