AT&T Store — Local services in Dallas

I wanted to come here and leave a review from a happy customer. Becoming a new AT&T customer started being one of the most horrible experiences I've ever had with a company but thanks to the manager at the Casa Linda store and their employees, they were able to change my negative experience into a positive one. I decided to switch carriers as AT&T was offering a trade-in promotion for a new iPhone 15 Pro Max. I decided to make the switch after learning that my trade-in device was eligible for up to an $830 credit towards the new phone. I spoke to an AT&T sales rep on the phone and they were able to order me a new phone that was set up to port my old number, and to trade in my old device. When submitting my order over the phone, I asked if it was possible to send the new phone to an AT&T store, as I live in an apartment complex with no concierge service and did not feel comfortable with a $1,400 phone being delivered to my door step but the sales rep advised me that the phone can only be delivered a residential address. AT&T sent the phone to be delivered to me via UPS which ended up being stolen by the UPS driver (not going to go into the details of how I came to that conclusion.) I ended up filing a police report and then spent countless hours with both AT&T and UPS to determine the next best course of action. AT&T was telling they will need to investigate the issue, but provided me no ETA nor case number, and pretty much left me in the dark with what next steps were needed and UPS were wiping their hands clean saying that I needed to resolve the issue with AT&T. I had no new phone and now every time I attempted to order a new phone and trade-in my old phone, and port in my old number, my application would get denied as all my information was tied to a stolen phone. Every time I called AT&T and asked for an update, they would not provide me any information or any reassurance that the issue was being taken of. After spending countless hours over the phone with AT&T trying to resolve the issue, I decided to go to an AT&T store in person in hopes that I can get someone to help figure out this mess. I came to the Casa Linda store and the manager Jackie and the employees were extremely helpful, knowledgeable, empathetic and took action right away including speaking to AT&T customer service for me, and escalating the issue through their internal team. They were able to order me a new phone, and accept the trade-in of my old phone and they were able to have the new phone shipped to their store to ensure safe delivery. When the phone arrived to the store they personally texted me to let me know my new phone arrived. Huge shout out to the Jackie and Ileen for helping me out and going above and beyond to take care of my concerns, I'm happy to be a an AT&T customer...

First two reviews pretty much summed up the entire experience. I would like to begin by letting you know that I created a Google Plus account just so that I can warn about one of the absolute worse experience I have ever had, in any type of consumer environment. If you do plan to "try it" then bear this in mind: Everyone in this particular location are sale sharks. Whatever your problem may be, no one employed there treats you like a valued customer. Similar to vicious car salesmen, they only will try to manipulate money out of you. Example: I went in to get an upgrade and was kept being pushed into contracts. When I expressed getting out of the contract, oh well there's a fees. Turns out, when I spoke to corporate, every contract has a 14 day grace period. Once the sales people realized that I wasn't buying the crap they were selling, I started getting attitude! I wasn't being rude, or even out of line, I was simply contesting what they kept telling me. Even when I spoke to the manager about my concerns, she gave me an attitude and was unwilling to help. I work in customer service, and this was pathetic. If I could, based on customer service alone, this location deserves less than even no stars. New rating: negative 5 stars. This store is literally filled with a bunch of pretentious 20 something year olds, hopping around more concerned with goofing off with each other instead of helping customers. So expect 15-45 minute wait regardless of the amount of customers in the store. Also, the individual sales people don't know anything about the products they're pushing so hard to sell. Several times during a conversation the manager needs to be personally asked. Well I'm not surprised since all these assholes care about is the compensation they receive from a sale. If this wasn't connected to a national phone service and it was a personal business, the incompetence and forcefulness of the people on the floor would piss people off enough to complain and the bitchy manager would make sure to permanently destroy the business. I personally warn you to know EXACTLY what you want, and need or expect...

Horrible service. Went in to upgrade my phone. I was told of my options and a deal if I turned in my old phone I would get a $999.99 credit on the new flip phone. The sales woman checked with her Manager, and said the phone could not have any cracks.

I had one small crack that did not bother the LCD screen and could only be seen in certain light. My husband and decided it was worth it to get it fixed. We went and paid $250 for a new screen, came back and placed my order for the new phone.

The following month, the bill comes and has a bunch of new charges that no one told me about.

I go back to the store and a gentleman helps me and fixes some of the bill and explaind for some items I need to call 611 to fix. We talk a little more and come to find out, I did not have to get my phone screen fixed. The trade in was any condition as long as the phone could be turned off, wiped clean and you could see the screen. So, we spent and extra $250 that was unnecessary and had extra charges that we were not told about.

I feel that Manager or supervisor was more Interested in playing on her lap top and chit chatting with other employees about their personal lives than dealing with customers and providing accurate information.

We will not be back...