AT&T Store — Local services in San Marcos

I am writing a review to applaud an employee that helped me at the AT&T store located on Barnes Rd in San Marcos, Tx. I walked into the store to get help with an IPhone I purchased online. I was quickly greeted by a friendly young man named Mateo Cerrato. I explained my situation and the difficulty I had with the online customer service. He then went on to call customer service and straighten up the mixup. He took care of the entire process. He then gave me his business card and told me to return after I have transferred all my info from my old phone to the new and he would personally take care of the return since he knew my case/situation. I returned a few days later and walked in the store behind two other customers. There were people standing around inside waiting to be helped. Mateo wasn’t in the store that day. The two employees working were sitting at two separate tables each helping a customer. The two individuals and I were never greeted. The two employees didn’t even look up or acknowledge us. I stood around for almost 15 min then finally decided to leave. The following Monday I decided to try again. I followed another customer into the store and there was one employee working the entire front by themselves and it was Mateo. He was sitting at a table helping a man but when we walked in he looked up and immediately acknowledged us. He also excused himself from the customer at the table and walked over to us and asked our name to put on a list. There were four other customers already waiting in the store to be helped but they didn’t complain because Mateo would make sure to check in on everyone to thank them for their patience. I was helped within 25 minutes of arriving and I watched Mateo work his way from customer to customer. Mateo was friendly, considerate, attentive and patient with everyone. He was able to help all the customers (6 people) AT&T San Marcos is very lucky to have such an exceptional person working for them. Mateo Cerrato provided great customer service. He deserves a raise or...

Visit date: 12/08/24

Recently went into this AT&T store for much needed upgrade, and was helped Deayra C. I can confidently say he is one of the best representatives I’ve encountered. Upgrading a device and navigating multiple purchases is usually a stressful and time-consuming experience, but Deayra made it seamless, efficient, and even enjoyable. He took the time to thoroughly explain the specifications of the phone I was purchasing and compared them to other devices I hadn’t originally considered. His clear communication, deep knowledge of the products, and patient approach ensured I fully understood my options. He even said a couple of jokes, simply made it easy to talk to.

Thanks to his guidance, I was able to make a smart financial decision without feeling rushed or overwhelmed. What stood out most was his ability to balance assisting us, while helping other associates with their customers. This level of professionalism with a genuine care for my satisfaction, made both me and my wife feel valued as a customers. His attention to detail and ability to personalize the experience reflect the highest standards of customer service.

Deayra’s exemplary performance goes above and beyond what I’ve come to expect from service appointments. I wholeheartedly recommend him for a promotion, or at the very least, a stereotypical corporate pizza party in honor of his work ethic. For real though, his exceptional skills and dedication make him a true asset to AT&T. They are fortunate to have someone of his caliber representing...

They made an error when setting me up with my new phone and instead of owning it and trying to resolve it they passed it off and laughed at my request for them to make things right. I would have rated this store 5 stars in July when I purchased my Note10 and all the accessories, but not after my experience today. I spent a lot of money at this store the day I purchased my new phone and all the accessories making sure I was set. I point blanked asked my sales representative that day, Rigoberto L, if I needed to buy a screen protector. Rigoberto's response was, "The film that comes on the phone will be enough and I did not need to buy an additional screen protector." My screen is now damaged and when I called the store to see if they could make this right they passed me off to insurance because it is "cracked". When I asked the manager, Oscar, how they hold their reps accountable he said, "I can look up the ticket and advise the Representative that he needs to suggest screen protectors for all phone sales." He didn't even pretend to want to offer any solution for their error. He did not look up my account or my receipt (which I had available) because if he had he could have seen the amount of money I spent in his store that day on the phone and accessories, that I have been with AT&T for +20 years, that I have a business account, and that I do not make claims like this. It seems as though taking responsibility for mistakes and having accountability of actions are not values at the San Marcos,...