AT&T Store — Local services in Royse City

Update 04/03 - Emailed as I was instructed to do and have not heard anything back.

If you absolutely have to stick with AT&T, order online! I went in because I was going to place an online order for my dad. I wanted to make sure the pricing was correct and that he was on the correct unlimited plan to get that pricing. When stating that I had a question Reina just asked which phone it was and said that she would go ahead and handle it in store. I told her thinking she would still answer my questions beforehand but she was just concerned with making that sale. She left to go check that it was in stock and informed me it would be 10 minutes and disappeared to the back. Ok? I already knew it was in stock which was why I was trying to place the order online. I’m always hesitant about going in store and this experience AFFIRMED why. The pricing online is straight forward - $35 upgrade fee on the next bill and you pay tax on the phone up front. I’ve been handling my dads/families phone orders for over 10 years now and this predatory behavior is exactly why I do it. I know how certain AT&T associates take advantage of the older generations. When she came out with the phone she started ringing me up as I was trying to finish my questions, when I was paying she was like “I’ll explain all of that to you” very short like she wasn’t wanting to deal with me. Fine. As I’m paying she throws in “Oh and there will be a $17 insurance charge on the phone monthly”. I said absolutely not. It’s a $200 phone, why would I want to pay insurance on that? No, take it off”. She states that it’s not optional. I have never heard such a thing and have never had this problem when upgrading before. After saying NO several times she finally informs me I can call or go on the app to have it removed. First off, how does that make any sense? Next, she tells me she can’t show me how to remove it on the app. Hah, I don’t need your help with that. Heaven forbid she was dealing with someone that wasn’t tech savvy though. I decide to stay in the store and try to call AT&T to make sure I won’t be charged for it even once. In the middle of dealing with her next customers she walks over to tell me I basically won’t have any luck getting a hold of anyone today as if she wanted me to leave. LUCKILY, I was able to reach Sam online through the chat service and explained the whole ordeal to him. “Sam, is it true that when I upgrade in store I’m REQUIRED to purchase the insurance as well? Whereas if I placed the order online for pickup I have the option to select,No, thanks?” He informed me that it was not true. Okay fine, remove it and please be sure that I won’t be charged even once for it. He did so happily and stated, are you aware that “Home Tech” insurance was added today as well?” "Um excuse me, NO?!" For $25 a month! Keep in mind that this is separate from the $17 a month that she informed me of last second. This has absolutely nothing to do with the phone I ordered (please see all screenshots) and she did not say one word to me about it or print me a receipt so that I could catch it right away. THANKFULLY, Sam removed it and apologized for this associates behavior. When I stayed in the store and tried to ask about the charge she stated “it’s mandatory I didn’t add it”, For one if that was true you’re still required to tell me about it, Secondly, there’s no way this could be true. She was so rude and unapologetic about it as if I were in the wrong and stated “look up our reviews we do well”, cause I was calling her out on the unethical behavior. This is EXACTLY why I deal with everything for my parents. Please do not shop at the store! As I’m finishing up this review I checked my bill from yesterday and noticed another UNAUTHORIZED charge. She added AT&T Next for another $10 a month without a word to me about it. Now I’m wasting my time contacting customer service again only to be informed that it can’t be removed for 14 days and I’ll have to contact them again to be CREDITED back. In summary - Macarena tried to add an extra $52 to my...

It’s no wonder this store has so few customers. I went today with a problem with my phone and Dave waited on me- or should I say he tolerated my presence. This man should not be in the customer service business as he has no desire to help anyone. This was evidenced in the lack of greeting, the lack of compassion for my problem, the lack of enough wherewithal to want to help find a solution and the amount of barking at me instead of speaking to me. He was in no way interested in what my problem was or how to fix it . He didn’t even explain ( or want to explain ) properly how the insurance worked, stating I would “ have to pay 250.00 the day I made a claim. He also stated “ it’s like car insurance, you have to pay a deductible “, like I had no brain at all. I left that store and went to the Rockwall AT&T store, where the man helping me explained in detail how to file a claim and what to expect in the following steps. That was all in the world I needed. I did not need Dave’s hatefulness and inability to provide a service and information as he did. I won’t darken your door again, Dave. No worries! This guy should be fired because he obviously hates helping others as...

I had a horrible experience at another ATT store a couple of months ago and stopped in this store to drop off my trade-in rather than the previous location. I received a call a few days later from the manager (didnt get her name) informing me of how she could save me money on my account which I will take her up on when its time. Last month my wife went to the previously mentioned location with an issue with her galaxy watch. She received zero customer service. I once again stopped by this location asking questions about the watch. The gentleman I met with (once again did not get name) told me exactly what I needed to do to make it work. He offered to do it for me but I did not have the watch or the phone with me. I went home and did exactly as instructed and now it works fine. The previous store never even asked to see the device to make sure it was set up correctly. Needless to say, I will make the trip 20 minutes down the highway every time to give this store...