AT&T Store — Local services in Kyle

READ THE REVIEWS BEFORE GOING TO THIS LOCATION

I came to this location because the San Marcos store was closed, and all I needed was to replace my screen protector, which I have a warranty for through AT&T. I’ve been doing this for years. My family has been with AT&T for 20 years. Every time, they just look up my mother’s account, verify the warranty, I pay the $10, and that’s it.

This time, the sales rep was actually really nice and attentive at first. But when they told me they couldn’t replace it because I wasn’t an authorized user (something that has never happened before, even though I’ve changed my screen protector over 30 timee) I asked for the manager.

That’s when Britnee came over…

Britnee approached with an attitude right from the start. She said she would help me this time but that moving forward I’d have to be added to the account or show a receipt. She then told me, “I don’t know who’s been doing this but they aren’t supposed to.” Her demeanor was condescending and dismissive for no reason at all.

Then she took my card for payment and said, “It declined.” When I asked her to try again, she snapped, “Do you have your card locked because it declined the first time?” I told her to try again, and wowwww surprisingly it went through immediately. Didn’t consider it was her fault putting the card in wrong. I hadn’t touched anything or even looked at my account, so her first comment came across as both rude and unnecessary. She didn’t even try a second time before accusing me of having my card locked, or just asking for a second payment. Just straight up “It declined”. which any professional knows is basic courtesy.

After that, she asked, “Do you want me to put it on for you?” By that point, I was so put off by her attitude that I declined and walked out.

Management at this location seriously needs to reevaluate who they are putting in leadership positions. A manager should know how to provide respectful, helpful customer service, not make snarky comments and act like the customer is a nuisance.

If you don’t like dealing with people or can’t treat LOYAL customers with basic decency, maybe you shouldn’t be in customer service; let alone in a managerial role.

I should have read the reviews beforehand because clearly, I’m not the only one who has experienced this unprofessional behavior at this location. AT&T higher-ups: do better. Your...

Exceptional Service That Exceeded My Expectations!

I recently had the pleasure of interacting with the customer service team at the AT&T corporate store in Kyle and I want to compliment employee Cedric and his manager Corbin for truly going above and beyond to resolve an issue I was having with the company's prepaid customer service.

Upon arrival to the store, I was assisted promptly. Cedric listened attentively as I explained my dilemma and actions I'd already attempted to affect a resolution. He acknowledged my concerns and over the course of nearly an hour made a valiant attempt to work with the prepaid division to resolve the issue.

Once it was clear the prepaid representative on the phone wasn't going to square things for the company's customer, Cedric elevated it to his manager and they took matters into their own hands, successfully resolving the issue.

Cedric and Corbin dug deep to find a solution. Their commitment to solving my problem was impressive!

The store's team did not deflect blame onto the prepaid team (though the reverse was not true). Instead Cedric took the high road and emphasized to his coworker on the telephone that both were there to work on behalf on their customer.

Exceptional customer service is a high bar that many companies talk about but few actually provide. Cedric and Corbin NAILED IT and I hope their upper management recognizes the skill and tenacity they employed to retain this longtime customer.

Well...

I read the negative reviews of this store and prepared myself for a difficult experience.I'm staying at a hotel out here and don't have time to drive to SM or Austin, so had to go here. My experiences in Houston have been good and terrible. I went on Black Friday in the evening as well so expected some madness, long wait, etc...to my surprise one staff member greeted me when I walked in the door and another approached me a couple minutes later to get in the virtual line, do a quick check on my account status (which turned out had a minor issue I could expedite to resolve while I waited my turn). I forget this young lady's name but she played a big role in keeping the visit shorter.Kudos to her attention. I've worked long retail hours and could tell they were tired, but they were attentive and energetic to keep the floor service paced. Several appointments in front of me made my wait about 15 minutes and it took another 15-20 minutes to buy my replacement phone, transfer SIM card info, and connect everything, but I expected over an hour to get this all done, given the circumstances, so I got better results time and service-wise given my expectations. Jordan was totally focused on ME, I appreciate that big time. If you are going to be a brand new customer, be aware this is not fast food, and this is the only ATT store in Kyle...so expect to read something on your smartphone while you wait and bring some patience with you, as this is a...