AT&T Store — Local services in Tomball

I am a loyal customer with an amazing AT&T PREPAID plan. I dropped my Samsung Galaxy phone a couple of days before having to drive by myself out of state for 15 hours, from Tomball, TX to Columbial, SC to attend an emotional memorial service for my sister who passed away unexpectedly. The phone was toast and could not even power on.

After spending over 6 frustrating hours with 14 different AT&T customer service reps in various departments (because the automated system kept directing me to the wrong department... and each transfer took between 9 and 14 minutes on hold before a representative picked up... and because after a few minutes talking to various reps explaining what I wanted to purchase... and 12 times being disconnected while they researched the phone promotion I was trying to acquire, leaving me to start all over again each time. I spoke with PREPAID service department, PREPAID sales department and other departments that some reps mistakenly transferred me to each time I "started over again". YES! This is a true and accurate story!!!)..

I finally was directed by the last phone rep in the "PREPAID SALES DEPT." to contact this Tomball store located on FM 2920 @ 249. He said he actually contacted them and they had the phone I wanted on hold for me with my name on it. This was not the case at all! (but by then, I wasn't even remotely surprised)

The manager Derrek Keys listened intently to the unbelievable chain of events including the last misdirect that the last phone rep gave wherein he stated that he had contacted Derrek's store on my behalf and had them put aside the phone I had been trying so hard to obtain. Derrek informed me that they had NOT received any phone call from the rep and that they did not have my phone on hold after all!

Derrek could tell that I was beyond frustrated and exhausted... not to mention on the brink of tears. I absolutely had to have a replacement phone immediately to make this difficult and emotional trip out of state.

Derrek took the time to go above and beyond any customer service experience I've ever had... with ANY company! He literally was not going to allow me to experience anything more than the excellence all AT&T customers deserve, no matter what!

He became my night in shining armor and hero today and for that I am so thankful... beyond words!

I hope that the AT&T "powers that be" have an opportunity to read this review and take serious note of the HUGE ASSET they have in Derrek. His kindness, professionalism, knowledge and sincere willingness ensure my complete satisfaction... not to mention my safe travels, will be something I will never,...

After being estimated a 20-30 minute wait time on 12/4/20, we waited over an hour for service. My daughter was told the tech would attempt to offer a repair for her iPhone. Nothing other than a quick restore attempt was made, which is something we already tried multiple times. We were immediately told we could buy out of the contract. No other remedies were offered. When I declined buying out of the contract, the tech suggested we file an insurance claim & basically directed us to leave with the instructions to file a claim. When I asked if we should visit an Apple store, I was told they might know more, but not likely. It was 100% clear AT&T wanted nothing more than to have us pay the remaining contract & sell us a new phone. This is an unacceptable solution.

In addition, I have been researching an Android phone for my personal upgrade. Before leaving, I asked about the Android model. However, I was refused service because my mask was not "being worn properly" (worn below my nose.) This is an entirely different complaint which I will follow up on. Due to a health condition, I do not have to wear a mask, but cannot be refused service. I had the mask on best I could as a courtesy to others. The tech told me I could step outside to continue the conversation, but I could not see a phone without the mask being worn properly. Ironically, she was willing to let me buy out of the contract on my daughter's phone the way my mask was being worn though.

The tech was unprofessional, lacked customer service skills & exhibited a huge lack of knowledge of the product. I have been a loyal AT&T customer for over 27 years - opening this account in the original Cingular Wireless Tomball store. In my 27 years as a customer, this is hands down, the WORST service I have EVER received from ANY AT&T store. AT&T Tomball offers zero customer service. It was a total waste of time, which is unfortunate because the store used to have a caring, knowledgeable staff. (On a side note, the Apple Store in The Woodlands Mall repaired my daughter's phone in less than 30 minutes at no charge - offering extraordinary customer service! They also offered expert Apple care advice. However, this proves AT&T offered sub-par customer service, attempting to take advantage of customers. There was zero need for a new phone or...

I had the most horrible experience at this ATT Store with an employee named Brad Wall. This guy is the epitome of what a customer service provider should not be. I walked in because I have been dealing with 6 different ATT representatives since Monday, over the phone (it is now Friday) because I am a first responder and ATT honors first responders with a 25% discount. However, you must submit proof within a certain time window. ATT's system is not sending us the email we were suppose to get to upload our proof documents. So a rep told us it would be easier to just go into a store and show proof.

Brad was so very rude when I walked into the store to explain the tremendous amount of run around we've gotten to try and get the first responders proof uploaded to ATT's system. All I wanted to do was show my proof so the discount could be applied. Brad's disposition and attitude was not of a person who should be dealing with people on a day to day bases or providing customer support.

He acted in a way that was so disgusting and sad, after explaining my situation he did not provide me with any indication that he wanted to assist, as a matter of fact, he was very condescending and told me that he doesn't want to talk to me or my husband anymore about something that ATT recommended us to do, which was go inside of a ATT store and show our documents. His reaction was very odd because our interaction did not warrant that sort of reaction, I was not rude, yelling or disrespectful to him. I honestly believe this guy is a racist! And I hate to say it but nothing else make sense to me. Maybe they tolerate this sort of behavior at this store, when an employee is this comfortable with disrespecting customers, it says a lot about management.

Whoever hired this guy needs to reevaluate this person, if you don't like providing customer service, do not apply for a customer service related job. You don't get to treat customers rude when we are just asking you to do what you're hired to do. I don't think ATT corporate or the manager of the store should let an act...