AT&T Store — Local services in Fredericksburg

We went in to transfer services from TMobile due to coverage issues where we live. Big. Mistake. Two phone numbers needed to be ported over to AT&T, seemed simple enough. Only one number was ported from TMobile. The second line wasn’t ported because it was entered as the wrong phone number. We went back in to the store to inform them the phone was assigned the wrong number. Brianna was incredibly condescending and accused us of giving her the wrong phone number to port and saying it was impossible to port the wrong number. SHE ASSIGNED A PHONE NUMBER WE DONT OWN TO MY NEW PHONE! She refused to admit she transposed the numbers while doing her paperwork and did not take responsibility for the mistake. I’ve had this number for years and DID NOT give her the wrong phone number. The “manager” was equally condescending and dismissive. This is the WORST customer service I’ve ever ever experienced. Brianna kept repeating herself that it is impossible for her to have made the mistake because “you can’t port a wrong number” but yet she didn’t port the right number and assigned the wrong number to my new phone. My phone number is WRONG!! The number that is assigned to this phone is not a number we have EVER had, it’s a digit off from my actual phone number. Brianna and her “manager” need to learn A LOT about customer service and how to accept responsibility for their problems. We have now spent so much time trying to fix a mistake Brianna blamed on us and it’s still not fixed. Hopefully we can get all this worked out at a different store tomorrow and Brianna and her “manager” get some customer service...

Yesterday I stopped by this location to buy a new phone. Upon arriving I walked over to the iphone section and started looking at options. Shortly after Mitul asked how he could help me. I stated I needed a new phone he said sure & asked for my number. I gave him my number and he said ok, I could get a new phone. I told him I wanted the 15 pro and he asked for my license. I realized I didn't have it with me so he said I'd need to get it. I drove 45 minutes to get the phone so it was annoying to turn around and go back home to grab my ID. I asked if other forms of ID would work, and he said no. I asked Mitul if he knew if there was a location in Llano since that would have been more convenient having to make a second trip and his response was so rude. He said, "I don't know. Why don't you Google it?" Shocked by his answer, I walked out the store. I feel sorry for any customer who has to deal with him. RUDE RUDE RUDE! In a world where you can be anything, choose kindness! A simple, "I'm not sure" would have sufficed. AVOID Mitul at all costs.

I do have to say when I came back (there wasn't a location in Llano) Ashleigh was a delight. She was so nice, helpful in explaining things, and went above and beyond to make it a great customer service experience. She is someone I would look to hire in my business and am grateful she was who helped me. 10 out of 10...

I drove to Fredericksburg AT&T store because the one in Kerrville where I live is not user friendly. They would not help me with the problems on my phone and minimized my issues. I drove to Fredericksburg and was helped to get a new phone and get it all transferred as they would not do that in kerrville. Roxanne and Luke were so helpful. Very professional and informative. I wish all employees were as kind and helpful. I shouldn’t have to —-but I will drive to another city to get good service. I am willing to do that to deal with these professionals. It is a shame that all employees are not as eager to assist customers. Everyone does not have the same talents in the techno world which should be taken into consideration when dealing with the public. I appreciated Roxanne for her quality of teaching me and her patience. AT&T Should be proud of her and the way she represents the company. Please thank her and give her recognition for a...