Excellent! Exceptional, yes exceptional, care towards our decision process. What a great experience! RC was excellent in providing us detailed information about our plan and options available. Straight forward and fully transparent with the plans we were considering.This was the best customer experience we have had with any carrier in the last 14 years. 5 stars.

Tim was such a huge help when my phone locked up. It was closing time on a Saturday night but he took the time to get my phone right and sat and explained everything to me. VERY knowledgeable, professional and patient. Thank you Tim!!!!

My husband and I have been to this store 3 times this week and today we came in and got Jacob. He was by far the most knowledgeable and made things a breeze and was so patient while my husbands phone backed up. If you come to this location ask for Jacob!

Mladen is absolutely AMAZING……he has the best Customer Service of any employee I’ve ever dealt with at that location.

Great customer service the gentleman take care I live in Arlington and I had to drive all the way to this location because the one down close to where I live theyre terrible

Quick & Competent Service. Thank you @Mladen. Good customer service representative.😉

Worst customer care experience, this store has no concept of customer care. Nate the manager of the store is as rude as his other employees.I have been ATT customer for over 15 yrs and this was my worst experience, it is company store but they cannot do anything there other than sell you a new phone for everything they will ask you to call the customer care.

TIM WAS SO AWESOME. ASK FOR HIM FOR SURE

Edit: The person I spoke with was somewhat polite. Another employee chimed in was a bit rude. But main point of the raiting was due to the feeling of discrimination that took place. Will not be returning.

Mladin was exceptionally helpful, pleasant & patient. He was determined to get our phones situated and went through every step of the process to completion. Very pleased with the exceptional, professional service provided. Thank you!

Look elsewhere for after sales customer service. My wife and I did a trade in at this store November 2020. All was pleasant and great with the transaction. Service representative Stephanie handled the transaction and explained the terms and conditions of the trade-in we did and we accepted.Trade in terms and conditions stated that it would take 2 to 3 billing dates before all credits/deductions would be experienced. Upon examination of our bill with at&t, we were paying for the full amount of the phone we got, staggered payments for 30 months. I used to be a customer sales representative for a telecom company, so I know that issues like this could be quickly fixed. On our next visits (3 in total), we did not get the help that was due us as long time client/subscriber of At&t.On the first visit, we were told that the bill issue needed to investigated and it would take time before a definite answer or solution to our bill problem be given. We were told that Stephanie would look into our account and call us once the investigation was completed. We presented the Device Trade-in Receipt and Point of Sale receipt as proof on the first visit. Several days would pass and we did not get any call.On our second visit, Joseph another customer service representative told us that the Manager of the store would be needed and also Stephanie to resolve our bill problem. Neither Manager nor Stephanie was in that day so we were once again asked to return to the office on another business day.On the third visit, Joseph was once again the customer service representative that meet us. We were once again asked to return another business day coz the Stephanie nor the manager were not present. It was just surprising to note that the manager was done for the day when the store just opened at 10am and we were at the office around 1:30pm.My wife and I were now convinced that these people were not interested in helping us in any way. As a last resort, we opted to call the At&t hotline 611 for help with regards to our problem. Customer service representative Camille handled our case promptly in just 15 minutes. We gave Camille the Device Trade-in Receipt invoice number and the details/ history of our trade in and she courteously worked through our problem in just 15 minutes of our time. She promised to call us back after 30 minutes to give us the reference number for our bill payment case, and yes she did call within 30 minutes.How is it that a call center representative could easily solve your bill problem instantly and yet customer service representatives at your local at&t office could or would not do anything to help you?

Adrianna was the BEST! I am anxious about the virus and she went above and beyond to make me feelComfortable. She came out on this hot day and madeMe feel so comfortable. What an excellent employee. Thank you Adriana!

Eddie really took care of us. He made sure we had our bill straight and got us the best deal on a new phone. Excellent service.

Thank you so much for making my daughters Christmas ( we heard her screaming on the phone) Mr. Edson was great and he also worked out the issues with my mobile app. Once again, thanks guys, you are the best!

Alicia is awesome! And Joseph is pretty cute! Thanks for the help guys :)

They put me in a line and told me to wait in my car. They said there were only two people in front of me so I waited 30 minutes, saw many people come in and out to get helped and no one came to get me. So I went inside and asked what the deal was and all they said was there’s still one person in front of me. So I left. Needles to say, I’ll be going to the other AT&T store from now on. Really shows a clear image of how I’m always treated through AT&T. Really just want to switch providers altogether

Easily one of the smoothest phone purchases I’ve ever made. My sales rep Chris helped keep my son entertained while I made my selection. I got all the information needed to choose what was best for my situation. 11/10 would recommend this location!

Just switched our plans to AT&T and purchase 6 new IPhone’s. Thank goodness AT&T sent a rep to our home to make the switch because if I had to deal with your business, go inside your facilities and jump through your covid hoops then I would have never done it. We received 50% off coupons for merchandise on all 6 phones and I couldn’t even go into your store and buy new screen protectors or phone cases. Extremely frustrated with how I was treated and how you are handling this pandemic. My first time in this place and will most definitely be my last.

I prefer this store over any other. First, it is an actual ATT store and not a retailer so they are more about serving your needs than selling you something. Second, I have to call out a specific employee Mlanden was incredible. I went in to upgrade my wifes phone and while the process took a long time, he was engaging and we talked about everything from technology to travel. It made the time go by quickly and by the time I left I coultndt have been more satisfied!

Joseph was absolutely amazing!!! He was very patient and helpful with making my decision on which phone to purchase. He went above and beyond to make me comfortable all of the services we utilize with AT&T! We would come back to see him exclusively!

They were very helpful and respectful and I love their service and business

Bought a phone a couple days ago from this store and salesman Jake was great. I returned on Sunday to get Jake to help me activate and take my trade in phone. I got to store and asked for my salesman and was told by manager it would be a hour and after waiting 85 min in the car I was called by my salesman and was told they were busy so he had to take care of others before me. Very unprofessional to give me a wait time of a hour then after 85 min tell me they are busy and cant help me right now. I dont blame Jake I blame the manager with poor customer service. I will come back to complete my service with Jake another time but me and my family will not be back to this store again after that.

Pleasant, knowledgeable and well informed staff.Stopped in here yesterday for a variety of reasons, all of which were professionally dealt with. The staff work in sync and assist each other when ‘out of the norm’ queries are asked. Lovely teamwork amongst the consultants too, which adds to a great experience. I will definitely come back here and bring my friends and family.

They are so rude! The guy started yelling at me about how I needed to go to the apple store and got an attitude with me when I told them apple said I wouldn’t have to pay a restocking fee for a phone that was defective! He didn’t even pull up my account one time to check. I just got the phone the day before and it wasn’t my fault it was defective.

Went to the store about a billing issue & Joseph helped me resolve it & explained everything to me. Hes was amazing & even told me about the new Iphone SE2 I could get for an upgrade for my parents. I was super impressed on how patient & how much time he spent helping me! Thank you & I will definitely be back to this store!!!!I give Joseph 10 plus stars!!!

We were in a very bad pinch between 2 cell phone companies, switching from Service X to AT&T. We were frantic about how to get switched over with our trial period running out! Adriana from AT&T Watuaga Store spent so much detailed time, efficiency in getting our service switched & brand new phones with excellent service! If I had a go to person at AT&T, let me highly recommend Adriana! Thank you Adriana...AT&T just got better!

JOSEPH was very kind, professional, and very knowledgeable with cell phone sales and features- my cell phone died and I had to get a phone Quickly. Great customer service and understanding our predicament. Please commend him by placing this commendation in his working personnel file.

Made it easy to fire Sprint and get really reliable network and upgrade family to newer phones. Used veterans discount too. Get with Jacob to get it done right.

Joseph rocks and totally worked out every question, concern and purchase I needed. Loved his professionalism and customer care. Thanks Joseph!!!

Joseph service was outstanding, my experience with him was awesome I wish everyone was like him thank you so much for your help

Walked into the store for a specific thing I need help with and Im very pleased at how fast and friendly they were to help me and resolve the problem. Very happy customer.

Adriana was my service rep. She was extremely knowledgeable and helpful and always maintained a very pleasant manner.

Overall a good experience. Representative was very pleasant & knowledgeable of products.Not sure if I was misinformed or maybe I misunderstood. I had added the Apple Care for my new phone for $15. Then I decided to buy a I-watch. When I asked how much it would cost to add protection to the watch I was quoted $30. I took it that it was going to be $15.+$30...therefore $45. So I didnt add the protection for the watch. I mentioned this to the person that delivered/set-up my I-watch. And he said that didnt sound right. When he pulled my account up he found that my watch had been put on a separate account. He moved it to my iPhone account & saved me $70. And he told me it would be $30. for coverage of both purchases. At which I asked him to add the coverage. Probably an honest mistake but I’m glad I mentioned it & got it fixed.

We werent greeted when we came in and it was maybe 5-10 minutes before they even asked us for a name to be put on the list. Werent acknowledged until then and the sales woman didnt sound like she knew what she was talking about when giving information on the phones. Was an alright place but Im unsure if Id return. One guy was nice and even gave my child a balloon along with switching the tv channel to a kid friendly one without asking me. I thought that was pretty thoughtful & nice.

Poor customer service. If you have a problem with your account, you would be better off forwarding your concern to another office or online. Total waste of my time.

Didn’t appreciate having to wait 15+ minutes after I arrived on time for my appointment. I left and I got a call on the 29th minute so I guess that’s how long I would’ve waited just to be serviced.

I have been going to this location for few years now. I always ask for Adriana she always goes ABOVE and BEYOND and takes care of me. She delivers EXCELLENT customer service. Thank you for your service.

Friendly and entertaining, Mladen made a much needed visit to the AT&T store to get a new phone fun!He did it all for me and I’m a grateful!Give this guy a raise!!

Don’t go here for simple fixes like a screen protector on warranty - the assistant manager thinks it’s below him to help ya out. He’d rather lecture you, continue to ramble vs helping you out after you say you want to fix the issue and pay the $8 so much so that you get frustrated and leave the store. I think his name was Dean or something. Thankfully the Hurst store was complete opposite of here.

Our assistant Joseph was excellent! The service we received was so much more than expected.Thank you AT&T

Jake and the team were fantastic!! Thank you for the incredible service. This was the easiest phone upgrade I have made in 15 years.

Joseph Villegas at the at&t store in Watauga was amazkng.so incredibly patient and helpful.very nice and knowledgeable.

Joseph was great help on business account. Friendly and fast. Thank you very happy.

Team was sitting around on their phones, not helping guests, not stepping up to ask questions or see how to answer.Dunno, maybe there was a gas leak somewhere.

I had to wait for a while but I was happy with the deal that I got. They are giving you $300 in credit when you trade in any phone!! I was not aware nor was I explained of all the little details when upgrading but the staff are nice and they really try their best!

AT&T store associate Chris Harris is awesome. He is knowledgeable, helpful and was a pleasure to do business with. I highly recommend him.

Stephanie Ramirez was outstanding in her service. It was one hour before closing and she was very helpful and patience as she answered all our questions. Decided to upgrade our 3 iPhones then and there

Joseph was great. Took lots of time and was very patient. Very knowledgeable.

Joseph was awesome! He was very friendly and helpful! Definitely will use the location all the time!

Joseph was absolutely wonderful he helped my aging mother with a new phone and explained everything to her and she understood. So grateful for this. He was a rockstar!!

Easily accessible location. Mladen was awesome and provided excellent assistance.

Adriana was amazing. She took the time to cancel a laptop connect which saved us a lot of money! Let alone just setting us up for elite!!

Joseph Was the best with helping me with both phones and he help me the other day and I came back again as a repeat customer dont have anyone else That was in my opinion at knowledgeable friendly professional as Joseph was

The rep was friendly but failed to mention (when we asked about trade-ins) that our old phones were not eligible and told us to make an extra trip to the store for nothing.

Came into the store to have our phones activated. The 1st line was rather quick, however, we had a hard time activating the 2nd line. Our representative was superb. She determined to get both our lines working. She called several departments and even reached out to her district manager to help us. Great service and she even helped us set up our TV and internet services. We were there for quite awhile but she got it done. Thanks Vivien G - 😁👍

I was very satisfied and impressed with the customer service.

Nick was very patient explaining all the options available. We really appreciated all the effort and time, the attention and information gave us the ability to make a decision that fit our needs best. Thank you so much!

It was great. Mr Villegas was pleasant, knowledgable and very helpful.

Mladen was very knowledgeable, helpful, friendly, honest, and great with us and our little children. Will definitely buy our next phone from him next time too! He needs to be a manager! Thank you Mladen for all your help. 😀😀😀😀

Phillip was super helpful and extremely knowledgeable. We were also running late and arrived at the store just before close..... he was happy to help us. Thank you Phillip.

Joseph was very helpful and excellent with the customer service and answered all our questions with adequate answers

Joseph was awesome.he made my day. Helped me fix email. This store has great employees. Been doing business here 20 yrs. Love it.kay leyscher satisfied cutomer. Yeah.

Malden was awesome... very helpful... great asset to the company!

Very patient and knowledgeable. Helped me a great deal.

Mladen is the best ! He was very patient and worked diligently to recover my Facebook when I was in to buy a new phone ! He is amazing ! Thank you so much for all your help !

Gave up after waiting over 30 minutes. Other obligations appointments

WOW! They dont have any phones on display! How can I decide what I want to spend 1000+ on if I cant even hold it! They dont answer the phone if you call to ask questions... I arrived to see 4 people standing around, while I was dialing and driving to the store for 15 minutes. They act as if you have to do a payment plan or they dont want to sell you the phone... she literally said if your just paying for it outright, go buy it somewhere else and put your Sim card in it...I asked if they could open a box so I could check out a phone and i got... I dont know why you need to hold it I just laughed and left.

Had a wonderful experience at this store with their newest associate, Holden. Worked with my wife and I to find the best voice and data plans that suited our needs and helped me select my new phone and get it set up in-store. Best experience Ive had at an AT&T Store and would certainly recommend this one to anyone.

If I could give zero stars I would. Walked into the store at 7:15pm and asked how the long the wait will be. . . was told not long and the rep took my name down. 15 minutes passes. . .I talk to the manger and say if its going to be a long wait time I dont mind making an appointment. He said I think only 15 more minutes. 45 MINUTES later. . . still one person in front of me, so I text me wife asking if she would like to come hang out while we wait. I work super long hours and wanted to try and spend some time together. She says sure and drives to AT&T store. She tried to open the door and it was locked so I walked over to let her in and the manager said sorry we arent taking any more customers tonight. I replied no this is my wife keeping me company. The manager said sorry, for security reasons I cant let her in. So I walked out. Please steer clear of this location. Worst customer service I have seen in a long time. Very disappointed in AT&T. . .

I had decided to take my mom to upgrade her phone for Mothers Day after having researched the current deals/phone plans. Theres a promo for $600 off of an iPhone XS with an Unlimited data plan. My parents do not currently have unlimited data, so I looked into what it would cost to change plans. I was told by an associate at a different location (in Euless) that the Unlimited Extra would be $140 per month for two lines, and then theres an Autopay discount for each line, which would bring the total down to $120 per month. When we arrived at this location--the Watauga location--Joseph was the associate who was helping us. First, he clearly didnt know his product, because he asked if we wanted the 64 GB, 128 GB, 256 GB, or 512 GB XS. The XS doesnt come in 128 GB. More than once, I very clearly iterated to him that we wanted the Unlimited Extra plan, not the Unlimited Elite. He then said we were currently enrolled in AppleCare, which confused us, because were not. Weve never paid for AppleCare. We told him as much and told him we didnt need any kind of protection. Fast-forward to that evening: Were at home and looking at the account, and we were signed up for the Elite plan (again, we said multiple times we wanted Extra). Furthermore, he signed us up for some sort of Advantage Protect for $15.00 per month. Who does that?! Who signs up customers for things they didnt ask for or things they clearly said they did NOT want?! We also found out that the Extra plan is not $140 as I was quoted at the Euless location; it starts at $150. We called in to AT&T customer service to have it rectified, and--as all customer service centers seem to be these days--it was far more frustrating than it was helpful. In the end, they couldnt honor the misquoted $140 ($120 with Autopay) price but did give us $10 off our bill for six months. We went up to the Watauga store again today to see if the manager would be any more helpful or empathetic to the mess we were put in, but it was another waste of time. He didnt even initially offer an apology for his employee having signed us up for plans/extras that we didnt want--it was only after reiterating the trouble we had been through that he gave a robotic apology. At the end of the visit, he cheerfully said, Well, Im glad you were able to get things fixed how you wanted. I corrected him and said that things most definitely were not how we wanted, but there was nothing we could do. I really think the service at this location has steadily declined over the last months or years. The bottom line is this: A lack of friendly service is one thing. Honest, simple mistakes are another. But employees who deliberately select a plan or an add-on that the customer has not agreed to is extremely wrong. I urge you to go to another location.

Holden did a wonderful job on Thursday 12/10 evening. It got very busy for a while, but everything was great. I saw no problems for anyone and heard nothing but courteous voices. The negative reviews almost kept me out, but I prefer to see for myself, and Im glad I did.I went back on Saturday 12/12 to return the wireless charger, got a different person, who looked at me like I had lost my mind when I told him I decided I had no use for it, nor any place to put it. He also tried to sell me on the screen cover, was going to offer me a discount, until he saw the cover I was buying, which was only $20. When I rejected the $45 cost of the cover, he wanted nothing more to do with me. He completed the return, had me sign the receipt, and promptly went on to somewho who can make him some commission, I guess. Now that was rude. A complete 360 degree turn from my experience on Thursday. Ill stick to weeknights, forget Saturday. For this brief Saturday experience, I give 1 star.

I spoke with the manager before coming to this location because I was already experiencing problems starting service online. I was aware that it was close to closing time, so no big deal there. HOWEVER, the “service” I receive upon arriving was so absolutely rude, that I will never step in that store. I was told by the store manager that his associate Tiffany was sure to give me a great experience.Tiffany was closing the store 5 minutes before closing time and was sure to lock the door as I pulled up. I didn’t think too much of it, until I tried to ask a question through the glass door. Instead of even nicely telling me that she was unable to assist me, this lady yells at me from the back of the store (as I stand outside of a locked door in the cold, mind you) “I CAN’T HELP YOU.”She yells it with the worst attitude, as if I’m the scum of the earth who isn’t even worth a bit of her time. She even looked at me like I was some homeless animal. Maybe it was how I looked?She proceeds to yell “I CAN’T HELP YOU” as I try to ask my question in desperation. She cut me off every single time I tried to say something. All I wanted to know were the store hours. By this point, I’m livid. I ask for her name, she flipped her hair, put her hand under her name tag with pride, then walks off to the back with her laughing coworker.She should be glad I’m not crazy. I almost didn’t even switch to ATT because of this woman, but thank God for the Grapevine location. They gave me hope I’m good service again.Trash service= trash location as far as I’m concerned

Unmotivated workers. Unwilling to answer simple questions or take time to assure customer satisfaction. Was also interested in Mac Book, shoddy reply to questions about item. Drove 65 miles for this attitude. Why cant all ATT stores operate as well as the store on 35 and Western Center.I was the only customer in the building. Not as if time was an issue on their end.

Had tiny argument but was a fun one this is great employee place

Got the run around for 3 hours

Joseph was great and took care of our upgrades easily

Once again the tech at the AT&T Store was able to set my phone to rights. After a sigh of relief everything was right with the world and my phone was working againg. Not sure what he did or how he did it even thought I watched what he did but it works.💋🍀

Mladen was absolutely amazing and very informative and extremely good at what he does!!!! Great asset to AT&T!!!

Tiffany G. Was most helpful, patient and professional!

Joseph did a great job. Good experience.

Amber Pratt went above and beyond to get me a new phone. Their location was unfortunately out of the model I wanted, but she quickly got on the phone to find the nearest location that had it in stock. While we waited she offered up some of her homemade Oreo Bark. It was delicious! Amber also made an amazing effort to chat with my seven year old daughter, which is always highly important to me as a parent. Overall the experience was outstanding even though I didnt walk out with a new phone.

We have been with Att almost 30 years nice helpful people

For being anywhere with AT&T in the name we had great experience.

If I could give a negative star review I would! The first time I went there we had a really great experience and that almost 2 years ago but within that time frame they have obviously gotten worse. They never answer their phone, even though they will tell you to call before coming in. And then one person will tell you one thing and then if you go back in and get someone else youll be told that that person was lying and things couldnt be done that way. Also when I walked in the other day to ask a simple question the person at the door was rude and seemed like I was putting her out just by answering a yes or no question. Looks like well be finding another way to do business with AT&T from now on.

I went in around January and got a new IPhone 7. When I bought my new phone I got a bunch of accessories to go with it. The accessories could be returned after two weeks and were working fine but now its been about a month and the accessories arent working at all. I am not happy with AT&T because of spending 150$ plus on accessories that lasted a month.

AT&T stores are always hit and miss because of how busy they tend to be. I do like their new check-in process which seems to be a good way to deal with that. Otherwise, its an AT&T store, the people at this one are friendly and helpful, what else is there to say?

Tiffany was great, very friendly, informative and communicative.

They were actually pretty speedy and very helpful answered all of iut questions

If you want to work with one of the worst managers I have ever experienced, ask for Drew!

Love the place Selina is super friendly and knowledgeable she is the best. If you want great costumer service she is the one.

I walked I to buy a phone case. Quickly found the case I wanted and then waited about 5-7 mins. There were a couple of employees on their computers or on the phone. There were also multiple employees in the back. I think I was the only customer and there was no one to check me out. The employee greeting customers was of no help at all and never apologized for the lack of customer service. I own a small business and am maniacally focused on customer service - something this store manager should take a remedial course on. I will never go into that store again and possibly ATT period. So sad!!!

Fast and excellent service. Friendly staff

Outstanding service and attention from Stephanie! Observed another employee being very patient with an elderly couple as he explained how to solve their phone problem.

This is the WORST company ever. They are super eager to help if you are buying something. Once you are a customer...WORST customer service EVER. They messed up my account for a BOGO back in December 2018. This is July 2019 and they still have not fixed the problem. They all say they are at fault, the ticket has been escalated, and it should be fixed in 2-3 billing cycles (which is 2-3 months). The manger back in December said they were at fault and would honor the BOGO. Drew, the manager now, said they were at fault and would honor the BOGO. Yet, 7 months later, they still have not fixed my account. I have been to the store multiple times, called every customer service number they have, been left on hold for 30+ minutes at a time, hung up on, tried with the online chat, etc. Everyone is rude and incapable of fixing a very simple problem. How is it that a technology company cant fix such a simple problem? I am now submitting dispute resolution forms. Why should I even have to do this? WORST customer service EVER. If I could give them zero stars I would have.

They are competitive with their own prices they are to high

I hate to have to leave this review bc I have been an AT&T customer for a VERY long time. However, this is definitely the most terrible AT&T store I have ever been to. I went in for an Apple Watch and somehow adding an Apple Watch to my line caused them to merge my account with my fathers line all because we have the same address?! Huge mistake on their part, and when I asked how this happened they directed me to call customer care when it was a problem they caused. The sales rep that helped me was very kind and trying to fix her mistake (it was obvious she was new and she definitely was asking for help from others which I didn’t mind), but the manager on the other hand should have been out on the floor trying to fix this matter rather than having the rep walk back and forth from the front of the store to the office. THATS NOT HOW YOU HANDLE CUSTOMERS. Oh, and not to mention he didn’t decide to come out til I asked the sales rep if I can speak to the manager. With a problem this big, he should of been out on the floor instantly. I wasted an hour in the store with them on the phone with god knows who trying to fix this matter. I ended up just walking out and calling customer care myself, and I got the issue fixed within 20 minutes after the manager told me this problem would take a matter of 2-3 billing cycles to be fixed. DO NOT GO TO THIS STORE. SAVE YOURSELF SOME TIME AND GO ELSEHWHERE.

Joseph was great and really helpful!

40 minute wait to buy a new phone, no issues after sales person started helping us.

The WORST customer service EVER!!! The manager & door opener/greeter are totally worthless. Will never return to this location! GO SOMEWHERE ELSE!!! You’ve been warned! I had to give one star to post this. They definitely don’t even deserve that. 👎🏻 5-6-18 @2:00pm

Had a good experience buying a new iPhone on Sunday. However, my opinion quickly changed after my $45 screen cover got a small chip on the edge - likely from being in my pocket with my keys. I went back on Thursday - literally 4 days after purchasing the phone and screen cover - and the store would not replace it. I was told they could not exchange them in store and they instructed me to register the cover online and pay $5 to mail it in and get a new one. I learned from a friend that they actually can exchange them in store, so I’m extremely disappointed in their customer service. They were great when we were spending money to buy two new iPhones, but completely unhelpful when I needed a new screen cover.