AT&T Store — Local services in Lubbock

Needing a manager or district manager to contact me immediately on a device. From the reviews I'm not the first customer with the same concerns and the dishonesty of this store. I have screen shots, paper proof, even text messages from the manager about my device being in store. I contacted them due to a charge on my accout about my phone not being turned in. We called the store and the manager says they can't find my phone and we never turned it in. After sending him a screenshot of him asking about our phone he had in his store he changed his story real quick. Now HE'S SAYING he sent in my phone but because it wasnt factory reset they charged us because he couldnt get in, but At&t states they never recieved it at all! I have the factory reset proof from my Google phone account when we transferred all from my old phone to new phone, I have calls, proof of paper of it being dropped off at this location... something very dishonest about this store, Albert, Johnathan are very sketchy!

Is no one going to contact me??? 6...

We were trying to release a number to someone else and Keegan could not have been less helpful. I don’t know if he didn’t know what he was doing and was embarrassed to ask or if he truly just didn’t care. We were with him over an hour and all he did was give us a SIM card we didn’t need. I also understand that people have shifts and need to leave when their shift is over. That being said, apparently when his shift was over he just walked out and didn’t give anyone an update on what he was trying to do for us. Then our saving grace Leslie showed up, an angel really. Once she was given the details we had already shared with Keegan, she realized she could do it easily in 30-40 min where Keegan said it would take 24 hours. She got everything we needed done and did it with a smile. AT&T, you heard it here first: give Leslie a raise and a promotion, she’s doing good things for your company. I’m giving 2 stars to get your attention. Leslie is 5 star employee but sadly Keegan is a negative...

I would give zero stars if I could. I traded in my phone at this store months ago and never received my credits. When I asked the store manager, Jonathan, he just told me to “wait for the next billing cycle.” After continued issues, my husband had to step in—only to find out the store had LOST my phone at a sister location. Even then, Jonathan refused to meet with us directly and kept pushing his employees to deal with the problem.

Months later, my trade-in finally got processed, but I still have not received the full credits I was promised, and my bill is higher because of their mistake. I’ve contacted AT&T multiple times, but they tell me only the store manager can fix this. Unfortunately, Jonathan has ignored my calls and messages over and over again.

This has been handled extremely unprofessionally from start to finish. I do NOT recommend doing any business at this store. Save yourself the headache and...