AT&T Store — Local services in Kaufman

Long review and I hope Devon the DM takes this post seriously. This is based on the person I worked with solely and not the store. My son and I had been shopping all day at multiple locations trying to buy a phone. My son wanted to just buy a new phone and attach his number to it. We decided to go to the AT&T store in Kaufman. Christan asked how he could help us. I made a comment about our experience and hoped he could help us. I may have been irritated, but I was not rude or mad towards him at all. I told him what we had been told and he interrupted me and said that is correct we cannot sell a phone out right. NO PHONE in the store. All they had in store was the iPhone 16s, as he didn’t get the 17s because they were stolen. He proceed to try and sell my son the 16, which a customer jumped in and said are you going to explain the heat issue with the 16s to him, which Christan said he had a 16 and didn’t have issues, but he had heard of some customers complaining. My son then asked what the difference was between the cameras between the 16 and the 17. Christan started looking at his phone and my son looked at me and said I guess I could of looked it up to which I replied no that’s part of his job. Christan, without looking up at me said that’s actually not true ma’am. That is not my job. My job is to sell you a service not educate you on the products. I was shocked at what he said. Waited a few minutes for my brain to compute. Then I said I’m sorry I have question. If your job is to sell a service and I already have the service (and have for 7 years), then what is your job because your not selling me a service. He proceed to say ma’am I’m not going to argue with you. I was not yelling or rude an any way. I said I’m sorry my question is valid. He just ignored me and continued to only speak with my son. I told my son it was his money he could do what he wanted. Christan explained he could get the 16 pro max 256g for $755+ sales tax and nothing would be added to the bill. AT&T would credit the remainder of the installment fees, which I said my bill will not increase at all. He then responded that is correct. My son said ok and he started the process and realized he could not offer this as it would only allow a $250 deposit so my bill would be increased, which I said nope (at this point in done). Christan said ok. He then said I can’t do the deal, but he’ll sell my son the phone out right (no installment) because I had a business account and he didn’t want to mess anything up. At that point my son said so you couldn’t sell the phone out right 5 mins ago, but now you can and Christian gesturing his hand at me said correct. She has a business account and I don’t want to mess anything up and still gesturing at me with his hand said and I don’t want to deal with her. I said you don’t want to deal with me and he said I will not be insulted again. My son said no thanks and we left. I called my wife and said I want to love our business account to Verizon. She said let me call Gun Barrel. We ended up getting amazing help in Gun Barrell and we walked out with a phone from that store. I found out Christan is the store manager in Kaufman. This blows my mind. He is training people on how to deal with customers and that is how he acts. AT&T records their store and I beg the DM to pull the footage to see how calm and not aggressive I was. I’m an adult and talk to people as an adult. No need to get irrational or be a problem, but to act as though I’m a problem when I did noting but ask legitimate questions is unacceptable and it should be addressed. Christan should not be a STORE MANAGER because it is clear he doesn’t like working with people. I could say more, but I have already made a formal complaint with AT&T corporate offices. This is solely so the issue can be addressed and fixed. I will never shop here again and I will make the 49 minute drive to Gun Barrel to work with...

I just noticed a post regarding Humberto. He happened to be the associate that helped me with my upgrade. I was given the impression by the district manager, that the Galaxy S7 was never returned. He made references that "someone" had taken the cell. People, this battle went on for an entire year. I finally gave up. I had back surgeries and didn't have the energy to continue fighting an uphill battle. I'm no longer an AT&T customer. I would rate this a big fat zero! I didn't get my problem resolved. Shane is very knowledgeable, but doesn't come through with his word. For they're error, I was promised gift cards totaling $500. Needless to say I never received. I was either on the phone or at the store trying to get the issue resolved. My Galaxy S7 was used as trade-in for upgrade to a Galaxy S9+. I was told by a District Manager that the S7 was never received. I ended up paying the remaining balance on it plus the higher rate for the upgrade. Against my better judgement. I took a screen protector to have it put on my cell. The associate made the remark, "oh, this is a good one. I don't put these on but I'll try." As he was pulling it out of the package, he replied, "this screen is cracked, see". I told him I had looked at it when I received and it wasn't cracked. Once again, I had to purchase another screen protector. The AT&T associate should have taken responsibility. He even admitted that he had never applied that type of screen protector. It was a Black Ice Curved Tempered Glass Screen Protector for a Galaxy S9+ from Gadget Guard. I asked if they had any and he proceeded to tell me that AT&T considers cells up to two years as old and they no longer carry accessories. I'll never go back...

I went into the store to add a line to my existing account. I was sent here by another store as they showed to have the phone in stock I wanted. I told the associate the specific phone I was looking for and she immediately said it was out of stock there, no checking, no attempt to look. After I told her I was sent by another store to this location as they showed to have some in stock, she then went to the back to actually check for me and found it! Said it must have come in that days delivery. I asked her about the phone being free with a new activation, she said she didn't know and couldn't look it up. Her back up associate told her she was looking on the wrong screen for it but never offered to show her. The associate then told me if I were to be charged for the free phone it would not be her fault, it would be the fault of the other employee in the store. This store has always been unprofessional and not helpful at all. I have a corporate ATT account and was treated as a bother to her, While her and the other associate were carrying on a conversation, playing with their child whom they had brought to work with them, they cared a less to help with what I was needing, or to even verify the phone was actually free. I'll never go back to this store again. I'll stick with the corporate locations that have it together and go out of their...