AT&T

I’m not one to ever write reviews but feel I need to comment here. I recently signed a two year contact with these guys. The man who had assisted me with getting the contract started (who I will say was VERY nice and helpful during the process!) mentioned at the very end that a «free» tablet came with the plan. Well, that’s cool, I thought to myself. He said nothing more about it at all so I assumed it was truly free. On the day my first ATT bill was due, I pulled up my app and was surprised to see an additional $ 56 charge related to line I did not recognize. I called the 1 – 800 number and was told that the charge was related to the tablet. They told me I had to pay it, but they made note of my call and said that if I returned the tablet to the store the charge would be refunded. I wasn’t able to make it back for a couple weeks due to work/​travel commitments. When I finally made it back to the store I was informed that I was outside their two week return policy and I was not only out the $ 56, but in addition I’m now responsible for a $ 10 monthly charge to maintain the tablet (tablet is still in its box, by the way. I have zero use for it.). I was really surprised at how rude the rep was. Had I been told everything that was involved in accepting the tablet up front, I NEVER would have taken it in the first place. At the end of my contract period I will absolutely not be renewing with them, and my family and boyfriend (who works in local news) will likely follow suit. Very disappointing experience.

Visited the store for an iPhone case. Was immediately greeted and everyone was very nice. My experience was quick and seamless. The sales associate even held the door for me as I walked out!

I came to this store 3 times in the first 3 days I began service with at&t. The first night the guy said he set my internet up. Well come to find out he didn’t. Do not let Alex help you. He doesn’t know anything. I get a call saying I need to come back in. The next day I get help and finally a manager fixes all the mistakes that Alex made. But it took 2 hours. The next day my speaker started making crackling sounds on my brand new phone. So I went back in. Each day I waited 30+ minutes to be helped. Then I was told my cell and internet combo would cost no more than $ 100 bucks a month. Well 3 weeks later I’m regretful to waiting again because my bill is 170. The staff is extremely slow. They dont care about their customers. I asked for a manager one day and he was in the back. I was clearly upset bc I had been there 3 days in a row it took him 15 minutes to come help me. I work at a hotel and that’s what at&t calls customer service? When my contracts up I’m done. Also what’s the point of having a greeter/​customer check in person? That person could be servicing to me instead of standing by the door twiddling his thumbs.

I have been to this store twice now. They have some of the slowest service, they also constantly get orders wrong. The first time I came to get my plan the person forgot to add long distance calling to my plan. A month later I found out my cellphone bill was $ 150. When I called the AT&T custody we service rep she fixed it and said that was never added to my plan even though I had repeatedly asked for it and even confirmed. The second time I got my phone upgraded and just did it online to prevent an errors. I got the email my order was ready. When I come to pick it up they tell me there online orders are not processing and they just sold the last phone in stock that I had ordered. Instead of trying to fix the problem the representative asked me to cancel the order and reorder the phone! Then after I asked her what she was going to do to get me my phone she took about 15 – 20 mins to talk to her manager and then he offered to drive and pick up my phone from another location. The manager, when asked why my phone was not reserved when I had received an email about it being ready for pick up was speechless. I am happy they are getting me my phone but barely understand the inconvenience which frustrates me.

The rudest employees ever! We arrived at 6:01p and the place was full of customers. My daughter and I flew here to turn her phone on (which takes less than a minute). Not only did they refuse to let us in but the women who answered the door was so unnecessarily rude. She clearly hates her job. This is the first review I’ve ever written and I take seriously say negative things about any business. She knows upset I had her name so I felt compelled to write this review. Chris is the manager there and I asked to speak to him but he was too busy to come to the door. So done with AT&T!

This isn’t about this location it’s att in general. We have uverse and both cells through att. So we spend a good $ 350 a month to att. (As of today, not anymore) Our wifi and cable started acting funny, and we were basically without it for about two weeks. Finally after our second box that they brought us, they also sent us two reward cards that acted as visas with $ 50 each on them. I used one with no problem but the second card kept declining at the location we were tryin to use it at (which was super embarrassing by the way) luckily I had another friend who was able to pay for me. I call on Saturday to explain the problem with the card, basically they can’t help me because it’s not their department (understandable) so the lady asks me what time she should call me on Monday. I said 11am. What does she do? Calls me at 9:50 in the morning. And then transfers me to the right department who tells me I have to deal with any unauthorized transactions through the place I was trying to spend my card. If I would’ve known that I could’ve started Saturday trying to figure this out. This was annoying and unprofessional for att, we are canceling our uverse. We appreciate the nice gesture but were not happy when the card declined that they sent us.

Don’t bother going to an AT&T store, unless you are buying a new phone or service they will completely treat you as if you don’t matter. Not specific to this store but I don’t understand the purpose of having someone to check you in, they are completely powerless so why don’t they have a kiosk instead and free up that person to help? The gentleman we had obviously hated his job because of this and it was reflected in his attitude. After waiting an hour to get a new sim card (something that only takes 5 minutes) I was told he couldn’t even give me one because I had ordered a new phone online and that was in process so it wouldn’t make any changes. Granted this is not his fault, he told me if I wanted the new sim to have my old info I would have to come back in because the new sim would be different anyway. I said so I just wasted an hour (again guy checking in what is the point), his response was that’s why you should come into a store and get a new phone. Sorry guy that phones are cheaper online because you don’t get commission, I’ll take my hundred dollars I saved over the hour I wasted in a useless box store. The customer service I receive when I call is great, idk why they can’t pull that off here.

I highly recommend this store and Alex Holmes. I experienced exceptional customer service at this store (a bit of a surprise because AT&T customer service over the phone has oftentimes been painful). I had gone a bit stressed because my iPhone was stolen for the second time in six weeks so I didn’t have an upgrade available. Alex Holmes was able to come up with a solution that didn’t kill my bank account. He was extremely helpful and a pleasure to work with.
I have been to other AT&T stores. There was nothing wrong with them; but the people at the Brentwood store went above and beyond to be helpful. I would definitely return to this store and to see Alex over other locations.

My experience with this AT&T corporate store by far exceeded my expectations. The customer service provided by Herb/​Alyssa (Store Managers) and Seth/​Josh (Sales Consultants) was utterly outstanding. They were able to resolve my problem with care and present options that fixed everything; especially Seth K. who worked with me in finding solutions in upgrading my iPhone to the 5S during launch day. This is the primary reason why brick/​mortar stores exist where you can find excellent interactions. Compared to the number of hours spent on the phone with AT&T’s premier business services and speaking with their supervisor, Seth and Herb were able to accomplish everything I needed within 15 minutes. That is really what excellent customer service is all about and why I am continuing my business with AT&T. They also explained my current wireless plans with clarity and found options to decrease my monthly bill.
For those of you interested in the problem — my family and I were due with iPhone upgrades with the 5S. During launch day, I ordered two 5S phones through the Apple Store. Unfortunately due to carrier restrictions, I could not ship my iPhone to my current address vs the billing address, which is located in a different state. With news of iPhone stocks being low, I went ahead and ordered with Apple. However due to the time constrains with double shipping… I had to look locally. After securing an iPhone locally, I needed to cancel my Apple Order… however the wrong Apple Order was cancelled and my phone was still contracted. Following 2 – 3 hours on the phone with AT&T trying to figure out how to reactivate my contract renewal, the final solution they presented involved multiple trips to the AT&T store and using «Cross-​Contract Phone Renewal.» However, after meeting with Seth K at this store, he was able to single-​handed reset everything and restore the contracts so that I can go ahead and purchase an iPhone 5S without having to do AT&T’s work around. Forget everything, back to step 1… which was great. His whole process was outstanding compared to AT&T’s phone customer service. I would highly recommend Seth K and his team for working out this complex problem and I will always try to find a chance to visit the store for my wireless needs. I am a happy iPhone 5S owner.

In general, all AT&T stores are not user friendly, but this one on Brentwood is better than the rest. Important! At all costs, avoid the ATT store on Lindbergh near New Halls Ferry Rd. i went in there to simply buy a cord. I found what i needed but was told that i was on the wait list to pay for it. When I realized how long (estimated 40 min) it would take for the privilege of spending money in this store, i exited. I drove to the Galleria Apple Store, bought what I needed and was back home before I would have been accommodated at the ATT store on Lindbergh. Inefficiency abounds at this place! I would have posted this on the lindbergh store site but they do not seem to be on Unilocal

I actually had a fun experience upgrading my phone today. Not only was I helped immediately, the whole process took much quicker than I had anticipated. I might not be a fan of ATT as a whole, but I will remain a faithful customer to keep receiving such excellent service from this branch.
Ask for Billy or Trevor when you go.

I went in to get my modem checked out. My modem was kaput but the staff upgraded me to the cheaper and faster U Verse, and gave me a modem to tide me over at no charge while I wait for the U Verse modem to arrive. I was pleasantly surprised!

Go to a different AT&T store – the staff here are not knowledgeable and will mislead you. I don’t think it’s intentional – they just don’t know what they’re talking about. They will waste your time and money and leave you frustrated in the end. If you want all the details, my experiences are below. Otherwise just take my word for it and stay clear of this location.
I was trying to purchase cell phones for my mom and dad. They have never had cell phones and I was trying to include at least my mom in the process since she’s really the one who wanted it. This is the closest store to her home so we went here. We asked the associate about the Go Phone program. I asked her if the minutes expired ever. She said that they only expire when you use them, which I thought was a weird thing to say since «expire» usually implies that an item becomes unusable after a certain period of time. If you use it, the item has been «consumed». So I asked again to clarify and she said that NO, the minutes NEVER EXPIRE if you DON’T USE THEM. I later found out that this wasn’t true after doing more research and contacting the AT&T rep via online chat at
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So I decided the cheapest thing to do would be to add my parents to my phone plan, that way they wouldn’t need to worry about having minutes that would expire or running out of minutes when they need them. I had no idea how often they would use their phones once they had them.
I went to the AT&T store by my home and got excellent and knowledgeable service there and purchased 2 phones for my parents.
It’s been over a month now and my mom is using her phone a lot to text while my dad barely uses his. My mom has found that her phone doesn’t have much internal memory and is forcing her to delete her text messages which she doesn’t want to do. So she went to this AT&T store again and asked for help. She clearly is not knowledgeable about phones or technology and they should have seen that. She told them that the phone is asking her to delete her texts and that she wanted to know if they could fix it.
A man named Travis told her he could install a memory card in the phone. He sold my mom a 16GB micro SD card for $ 40 — WAY more than she will ever need. She asked him if he could install it and he agreed. He threw away the packaging and they didn’t give her a receipt which she was upset about but didn’t say anything because she was just so confused about what they were doing. Travis inserted the SD card and handed her the phone and told her she was good to go. She figured that he meant that the phone would automatically increase the phone’s memory and it wouldn’t ask her to delete any more texts – after all, the people at the phone store know what they’re doing, right? NO!!!
Travis SHOULD have done exactly what I had to do when my mom finally told me about all this today – look at the phone, go into the settings, and try to make the texts default to the SD card. When the phone only gives you an option to save to the internal phone memory (about 150 texts) or the SIM card (30 texts) and NOT the SD card, you begin to wonder if it’s even possible to store texts on the SD card. A quick Google search of the phone model and problem tells you that YOU CANNOT DO THAT WITH THIS PHONE.
But instead of contacting me right away (she knew I was busy and was trying to take care of it herself), my mom took the phone back to this store and, still obviously confused, talked to a different associate (name unknown) and told the lady that she just had a memory card put in the phone but the phone was still telling her to delete texts.
The lady took my mom’s phone and tried to figure it out and my mom had no clue what she was talking about, only that the lady kept asking her which texts she wanted to delete – clearly not understanding that my mom didn’t want to delete texts – THAT WAS THE WHOLE REASON SHE GOT THE SD CARD IN THE FIRST PLACE.
My mom is not able to properly articulate her problem, true, but she is a very nice person and not a difficult customer. Anyone who has worked in retail should know how to handle situations like this – ask as many questions as you need to in order to ensure that you understand what it is that the customer wants. Then help them!
My mom got screwed – she was sold a $ 40 SD card that will not solve her problem at all – and she doesn’t have a receipt and now she feels dumb and taken advantage of. She was feeling very smart lately because she was actually learning how to use her phone – she still can’t even use the microwave or computer! My mom is a very simple person who does not like to learn new things and I have been so proud of her for learning to use her phone on her own. And now this store, due to the ignorance and over-​zealousness of the staff to sell products, has made my mom (and me) very upset.
AVOID AT ALL COSTS.

This review is not about ATT & T in general, its reception or policy, rather this particular office in Bentwood. The place is well laid out, they have a greeter who meets you at the door and directs someone to you, who, when I have been there, always gets to you quickly. In my experience, the staff here has been consistently helpful and know what is possible. I recently visited the place on saturday, a normally very busy day and was in and out in less than 20 min. The design of the place is a little like an Apple store, large and well lighted. Parking is easy too.

Why is that we all fear the dreaded visit to the cell phone store? Is it the long lines? The sketchy customer service? The hundreds of bucks you’re undoubtedly going to have to drop to get your mission accomplished?
I’m going to keep this review about this particular AT&T and not AT&T’s corporate policies, ’cause I would have to use some choice words in that review, but this location in Brentwood right by Bread Co. is quite lovely if that’s even possible for a cell carrier store. It’s big and bright, and right when I walked in, a gentleman took my name and told me it’d be about 10 – 15 minutes before I was helped. «Yeah right,» I thought, but took a seat on a couch and spent the next ten minutes watching an action-​packed baseball game on TV, which actually took my mind off of being pissed about why I was there in the first place. (To make a long story short, I needed to get out of a family cell phone plan, and they wouldn’t let me do it online or over the phone. Plus a million other strange rules.)
I was helped in LESS than ten minutes (impressive!) and the guy who worked with me at the desk was more really nice, even though he couldn’t give me the answers I wanted. I’m not sure how $ 300 should be required to switch a freaking phone line from one account to the other, but I digress. He got a good laugh when I bought a phone charger and asked if he could open it for me since I needed it in the car, and all he had to do was pop the front of the package off. Guess I could’ve taken care of that myself…
AT&T is on my bad side, but this retail location in Brentwood is not!