AT&T

My experience at this location was a mix of incompetence, arrogance, and complete lack of integrity/​accountability. The employees don’t know the products/​features that they are tasked to sell, make empty promises & commitments, and on top of all that, they give customers snarky attitudes. To sign up for multiple services (i.e. TV + Internet), I decided to go to the store instead of calling AT&T’s customer service center — because I don’t like waiting on the phone for long periods of hold time, only to get a rep who is not pleasant to deal with. However, in this case, the reps in AT&T’s call center were all very pleasant and knowledgeable… and made the employees at the Galleria store look like inept chumps!

This is the first time I’m writing a negative review on Unilocal.I usually only use Unilocal to praise businesses but after the interaction that I had earlier with the employee named Shane, I feel the need to tell people to just avoided this location or him. I have been here a couple times before and received adequate service. I went in to this location to buy a new phone cover and also to update my SIM card. I received my new iPhone 6 se at my home several days ago. I set up my phone at home and when I put the new SIM card in it gave me some sort of message to go to the att store to have SIM card updated. I decided that was no problem since I had to purchase a new screen cover and case anyway. At the store, Shane didn’t make eye contact with me and he spoke in a tone I could hardly hear. He asked me what model I had before this one and I said one of the 5 models can’t remember which one. He seemed annoyed by this and made a comment «you already broke the 5 se». I’m not sure why this was would be of any importance… He also said «did you know you have the new 6 se?» Yes I know that because I just ordered and paid for it recently and I’m holding it in my hand where I can see the model. Then he asked where I got it from. Well I purchased and ordered at that location and it was mailed to me. All the while he seemed put out. I don’t know why, there was no one else to help in the store. I actually apologized to him for inconveniencing him because he remarked that I didn’t need to come in the store, I could do everything online. He didn’t even try to help me with my purchases. Don’t make someone feel crappy for coming into a store front for assistance. I have been an att customer for 14 years. I think Shane should have been more than happy to assist me for a few minutes. So I left and went to the west lake location. The employees there were great! I easily made the purchases I needed to and didn’t feel that I was bothering them. I will be going to Westlake to do any att transactions in the future!

Snarky and smug. If you want friendly customer service, this is not the spot.

I’m going to be that odd person that gives this AT&T location a good review. Maybe it was the person I wound up working with when I showed up, who I managed to get on three different occasions.
Any of the people working the door could have been a bit more on the ball catching customers and putting them on the list when you walk in the door. If you know you’re looking for the person with the tablet aimlessly standing there near the door, get on the list.
I wound up activating a new phone with an existing number, getting an older phone activated with a new number, porting a number to another phone, and even took advantage of an iPad Mini deal they had going on. While it wasn’t the easiest process to go through, this guy knew what to do. He actually helped me find the best deal, knew all the offers I had coming at me, and did everything right the first time.
I’ve been to plenty other AT&T stores (6^th and Lamar, 360 and Bee Cave) that probably would have turned me down or had some incompetent employee create more hassle than necessary.
If you show up at off times (later in the evening, weekend morning), I was rarely more than three people deep on the list. I can imagine if you get behind too many old people who don’t know how to use a smart phone (I saw one employee at this location patiently helping this older couple get familiar with their iPhone and get it set up) or folks like me trying to shuffle a number of phones and numbers it could be a long wait. It’s worth it when you walk away with everything you need done right.

So slow. One employee spent an hour talking about himself. With a store full of customers, these people don’t give an F!

Went to this store today on my lunch break at about 12:15. All the guys who were out on the floor finished up with their customers and went to the back of the store where I could hear them all laughing and carrying on while there were many of us waiting for service. I asked the girl who was taking names at the front if they had all gone to lunch. This is after overhearing another customer ask where they went. She said she knew at least one of them had taken his lunch. I’m sorry, why would you remove staff from the floor when there are people waiting? I was there to buy a new phone and renew my contract. I asked the girl at the front of she could please check if I was even able to renew yet and she advised me to call customer service. I said, «but I’m here in the store to get service… why do I need to call?». I’ve never had such crap service from AT&T in the 10 years I’ve been a customer.

Be prepared to wait… and wait… and wait. Lots of employees walking around but really only one or two working through the long queue of customers. Also, gone are the days of the upsell (but the memo has not been received here) customers are now tech savvy and do their research prior to coming in.

Do people go brain-​dead when the enter the telecom industry? When I stopped by the Bee Caves store on Sunday, I waited 10 minutes while two store employees chatted about video games. One of them finally came to «put me on the list». He made no comment about the waiting time — fortunately I asked. He laughed and said, «I hate to tell you, it’s going to be about two hours». Are you frigging kidding me? Do these idiots think it’s reasonable for customers to wait that long? And they didn’t think it was important to tell me unless I asked? Unfortunately, telecom is the only industry where there is plenty of competition, yet all the players make the annual Top 25 lists for poor customer ratings. The AT&T Bee Caves store is a great example of this horrible customer service.

RUN AWAY!!! I see the other reviews are all 5 stars but about a year old. Store must have gone way downhill.
We are current AT&T customers and have been very happy with the service so we were upgrading our account to add our daughter. We had done all of our homework, checked online, talked to AT&T on the phone and decided to go to the local store to upgrade our phones. Unfortunately that is where it went terribly wrong. The salesperson said that what we were told on the phone was not correct. So we had him call «corporate» with us where he was told that in fact they «the store» had the plan incorrect and they could upgrade our phones/​plan etc. He still refused saying they would not honor it even though he had just been told it was valid (mind you the local store does not send our bills etc so you would think they would just agree to do the paperwork). So then we called a manager in. He also got on the phone with corporate and was told the same thing, at which point he said they would not honor the plan we were entitled to, that «corporate» had it wrong.
Short story — even though they were told they were wrong they would not correct the situation even though they would not be the ones out of money. Terrible customer service to say they would not honor what the parent company told them to do.

I am giving this location 5 stars for the excellent customer service I received from their employee Joseph today! Joseph was so informative in my up grade and I love my new iPhone and her LIFEPROOF case!

Glad to have AT&T in our community. The Hill country galleria in Bee Cave, TX is the best AT&T store.