AT&T Store — Local services in North Richland Hills

I’ve visited the Rufe Snow AT&T location multiple times, and every visit has been disappointing. I am repeatedly told to call customer service because “there’s nothing they can do in store,” and I end up leaving without help.

On my most recent visit, I came in because the phone I purchased through a promotional deal cracked right out of the box. I simply wanted options: return it or add insurance so I could get it repaired. The first employee told me there was nothing they could do. When the manager, Courtney, came out, she repeated the same thing and insisted I’d have to call the insurance company myself — even though the AT&T app says these services can be handled in store.

While waiting, I witnessed the same employee turn away another customer who was doing their best to communicate in English. Instead of patience or effort, she told them they needed to come back when a certain employee was there because she “couldn’t understand them.” As a Hispanic individual myself, that was upsetting to watch and showed a major lack of customer care.

Additionally, the employee had been loudly complaining about missing her lunch break while customers were waiting to be helped — creating awkwardness and an unprofessional atmosphere. When I mentioned this calmly to Courtney as part of my feedback, the employee became visibly irritated and raised her voice. It escalated to the point where Courtney had to tell her to go assist another customer elsewhere in the store because of how loud she became.

Despite trying to communicate respectfully with the manager about prior inconsistent experiences at this location, I was ultimately dismissed and asked to leave.

Right after walking out, I called the AT&T store at 464 Grapevine Highway in Hurst, TX — and they helped me immediately. I was in and out in under 15 minutes with insurance added and my repair set up. Problem solved.

Save yourself the frustration. This Rufe Snow location has consistently shown poor customer service and unwillingness to help. The Hurst location is far more professional and actually takes care...

This isn’t just this store, it’s a larger company wide SCAM, (although I’ve experienced it TWICE now at this store with two different people). The employees get paid commission based on the total sales price of a transaction, so they will add all of the extra “buy up” options (Advantage Protect, Next Up, and we even got hit with an upgrade fee that did not apply to our account) to get their commission higher 1. Without telling you about these programs at all and 2. Even if you explicitly ask that they DONT ADD THEM. Sales people get the same commission even after you found out they added them against your permission and cancel it with customer service. So they’re incentivized to rip people off and run a scam with their own customers. And of course canceling is NEVER easy and they continue to try to haggle you. We are having to pay for every day the services were on our account until we realized they were even there and canceled.

Funny enough, there was another couple who came into the store while we were upgrading my phone complaining about the exact experience.

Please check your bills!!!!! It’s common practice for them to try...

SO disappointed in this store and with AT&T in general. We hold 19 accounts with you guys, for our business. I've come up to the store and am lucky to even know the business representative's name, Gerald, even tho I've spent MONTHS trying to schedule an appointment with him or even just get a phone call from him. Last week I was told (by Rickey) that Gerald was out of town .but would contact me by Wednesday (yesterday, also never happened), but that I wasnt allowed to have any contact information for him, which I dont understand since he's our representative. I also dont understand why no one in the store can direct me or get a hold of Gerald. Lastly, I dont understand why it's taken so long for me to receive a simple phone call. We will be changing services it this poor customer...