AT&T Store — Local services in Duncanville

If I could give this ghetto a** store no stars I would. James Hinus Ford was the person who sold us our phone. When I went to return the phone because I found mine because I was affected by Hurricane Harvey he tells me that I'm lying. He first tells my mom that she would have to pay $750 for the phone because the power box was missing which was incorrect if anything we would have had to pay a missing parts fee. This ratchet man is very unprofessional and he does not need to work with the public at all. James Hinus Ford slams down the power box and tells me that I'm lying when I told him that the power box came straight out the box everyone in my family has Iphones. I told him, " why do I need to lie if I'm giving the phone back I came down here without a phone why would I switch out the power box". In my opinion, this store is running a scam, stealing parts out the boxes and making innocent people cover the costs. He's not about to rip me off when I know that I don't have a need to lie or steal. Save your time and energy at this ratchet store there are plenty of places that actually have professional people...

I had a broken phone, and I could not complete the process of the claim submission to the insurance due to not having access to my phone or email. I went to this location to get assistance while explaining the situation to one of the representatives. I was rudly interrupted by a gentleman stating they could not make outbound calls it was customers only. I explained to him I'm an att customer and I pay for the insurance on my att plan. His response was he is the manger and they are not allowed to tie up the lines up in case another customer called in but if I wanted I could check if I qualify for a upgrade and they could get me a new phone. This was the most unprofessional rude experience I have had at any att location. I would suggest the manager is retrained on the importance of customer service and resolve issues any customer might have or maybe find another line of work that would fit his unprofessional attitude towards customers. I would like a call back from the owner to discuss this further to assure every customer is treated with respect and integrity as expected .

Following up email sent...

I came in so distraught because I had tried to switch my services and it was a whole ordeal that left me in tears sitting in front of Xavier. Not only did he express concern by grabbing me some napkins, he put the tv on for my daughter so that I could handle business. He took the time out to listen to me and brought in his manager Kevin to assist me with my needs. Not only were my needs met, but the experience was way more than I expected! I had to leave and return with my oldest daughter. Kevin also included my children, playing with them and making them apart of the shopping experience as well! I felt the positive and loving energy they have for their job and the customers who come in. They listened to me and ended up giving me perfect ideas for my small business I’m growing! Just because of these 2 I felt so much lighter in my world of explosion that day! They really changed it around for me far beyond what they know just for being so nice and generous with their support and sympathy! Thank you Xavier and Kevin for the...