I very recently decided, last minute, to stop in at the local AT&T store on my way home from work one evening. I had told myself if the wait was very long I would “come back another day” giving myself an “out” to a needed task that I had been putting off.By the time I left the store, aprox 45 min after arriving… I was very happy that I had stopped.I was greeted immediately by a store associate (Jacob) who not only listened to what I wanted but also asked great clarifying questions, made great suggestions and made the overall experience a good one.Now, I too am in a customer service and a sales based industry so the attention to the customers needs I received from Jacob, although exceptional and worthy of a few minutes of my time to post this review - are not the basis of the over-the-top experience I received. You see I was there that day because I unexpectedly lost my husband this last summer. I had decided after almost 4 months to get his phone turned off and went in to see if I could possibly get that line changed over to a new one for my younger son. Jacob listened to some of these details and explained what I could and could not do.Although the things that I could not do based on standard contracts and what have you interfered with my initial thought process, Jacob was able to get my needs met. And save me money in the process quite frankly! However there was another associate visiting the store that day, a regional manager named Walter who overheard some of the conversation asked Jacob a few questions and without being asked took it upon himself to make a few inquiries work outside of the store to other officials that day and later got back with me helping me even further with some of those difficult things.AT&T itself is a huge company. The associates in the store the day of my visit however did not leave me feeling that way whatsoever. I’d like to commend them on their great serviceAnd exceptional care of a fellow human being.

The staff was very nice but we were there 2.5 hours. The rep got us our new phones and started the transfer of data then left us and never came back.I approached the manager asking how long we needed to wait and it was then we were informed we didnt have to wait in the store and could bring our old phones back at any time within 30 days. Had we known this from the beginning we would have saved our selves 2 hours sitting in the store.We were also never given a total cost for the new phones. I assume this will show up on our next bill.

The rep Jaime was awesome with his knowledge and recommendations to help us pre-order our new iPhones! I would definitely recommend this location!

I would like to share my positive experience with this AT&T location. ALEX (and coworkers) were not only helpful but were extremely kind and polite. I cannot thank them enough for assisting me with an issue that two other AT&T stores would not. Feeling thankful.

Scott and Sheba helped us with all our needs and explained all about the warranties and delivery options. They were both very personable and funny. We would definitely go back and ask for them again to help us with our next purchase!!!

Jaime from AT&T in rockwall was none the less a great representative for the company. Great costumer service and amazing hospitality, the work environment was really house warming. Ill will 100% recommend AT&T to all my friends and family after my recent experience and no doubt about it i will be back to get the new iphone! Keep up the amazing work jaime!

The absolute worst experience I have ever had. I went in two weeks prior to switching over just to get a quote and see what all my options would be. I initially spoke to Jaime and he gave me a certain price. The following week I went in and spoke to a young girl. I specifically told them which insurance plan I wanted and also let her know Jaime advised I would get a discount since I work for a reputable company. While I was there (for almost three hours might I add) their systems crashed. Long story short, I had to leave to withdraw cash from an ATM so I could have the phone released to me. I finally received my bill and it is almost double what I was initially quoted. They also added on everything I asked them not to add on. When I called the store to go over this with them and see if they could make changes over the phone. Jonathan is who I spoke to and he was extremely rude. He would not let me speak and instead of offering a resolution he simply kept saying well there isnt anything we can do and I am not going to let a grown person tell another grown person what to do and kept trying to end the call. I am livid at the poor service I have received. I should have just stayed with verizon.

Very good service. You need appointment in order to be served.Appointment can be made online.

Great patience and understanding. Willing to work with you to get the best deal.

Worst experience ever! Walked in with my legal assistant to be assisted for service. As soon as we got to the table to be assisted this hispanic woman who worked their came up to us to ask us only one person per table for assistance as we were already sitting down. Nobody had a problem with it as we were both sitting down getting assisted only her. Never coming back here again! Low class people who work there bad service. 0 stars if i could!

I stopped by to talk to someone about upgrading my phone. It was a weekend afternoon. Its hard to tell who works there with no name tags or uniforms. I walked in and browsed around near the front for nearly 10 minutes. I looked across the room several times hoping to catch someones eye. But no. Not one person acknowledged my presence. Not a hello, not a Well be right with you, not a please sign in over there .....nothing at all . I saw several look my way and then continue to ignore me. A simple wave of the hand or a nod of the head would have at least let me know I had been seen.

Great service and smile people

Went into upgrade and transfer lines from another account. Chris helped us and educated us on the promos for new lines and we decided to start new numbers and get the new lines discounted because of the promos for the new lines. In addition to the upgrade we never would have known these details. We have never experienced such a dedicated member of an organization especially in retail. The time, patience and attentiveness to the details and to be as thorough as possible is a lost art that Chris has impressively mastered. We will be looking to this store for all our needs, Chris will keep us coming back!

Went in to replace my son’s dying iphone (I had gone to the AT&T store in Greenville and left after the rep just didn’t seem interested in helping us.) Jaime A. greeted us after we walked in. He told us about the current phone on sale and answered questions about screen size. While adding the phone to my account, he noticed I had an older plan - suggested a new plan that nearly tripled my high-speed data limit and saved me $10/month. We picked out a screen protector and a case for the new phone....then a wireless charger when Jaime mentioned “Buy 2, get one free” accessories. Jaime even offered to put the tempered glass screen protector on the phone for us (a welcome gesture). We got set up in no time at all and Jaime gave my son a quick tutorial on how to transfer data from old phone to new phone. A very nice experience. Highly recommend this store!! They’ll be my first stop from now on.

Hands down the best customer service from Clay the store manager and Alex who helped us out with our phone trade in. Very informative, helpful and patient throughout the whole process.

100% on point!! Amazing customer service!!

I was there to pick up a new iPhone. Chris met us as soon as we came in. He helped with the Chang over from my old phone to the new one. Answered every question we had. He was very helpful and personable. A great asset to your company

I went in the store to get a new phone case for my phone and the selection was great and the customer service rep had a awesome attitude, he was funny and kept a smile on his face. I was having a bad day, but he got my spirits up and I had a good day after seeing him.

Rep was very friendly. Got me exactly what I wanted and out the door in under 20 minutes.

Chris spend so much time transferring everything on my phone to a new phone. He answered every question and taught me so much about the functionality. I have never received such thorough and professional service. He was courteous, patient and VERY informative. Ask for Chris!!!! Thank you so much for your help!!!

Great Service.

Elizabeth was so helpful I appreciate everything she did to help me! She is the best rep I’ve worked with.

No deals on new fold phone

I went in for an upgrade and the sales representative helped me get the best plan for me and my family.I needed to upgrade and needed to get a new line for my daughter. I was thinking of just getting a burner and he educated me on AT&Ts parental controls vs burner phones and it was an easy decision.I kept my phone and added a line. WIN WINPlus that location is soooooo much better than others Ive visited in rockwall.I went in on a Saturday afternoon expecting to wait, but walked in and was immediately taken care of.

First I would like to say, Jessica was awesome. Whatever she is getting paid, its not enough. She needs a raise. Very knowledgeable about not just at&t but the cell phone industry in general. I will just say that I visited T-Mobile, Verizon, and then finally this location searching for the best all around deal. What at&t may lack in certain coverage that make up for in customer service, at least at this location and, more specifically, Jessica. You cant put a price on that. She found the best deal by far that I found at any of the other providers I visited.I have long been a Verizon customer but was unhappy with a recent experience. Jessica most likely is the sole reason you guys signed on another long time member.Thank you Jessica, and I highly recommend this store. The other people seemed to know what they were doing but I only dealt with her so based on that... Talk to Jessica!

Please teach your employees to talk to customers right on the phone. Some guy was incredibly rude when I just called and his answers were “yup” and “I might be able to help you, I might not, i dont know”. Not even going to bother going into the store. I’ll just choose a different location.

Rosa martinez. So called manager. Rude. Not her problem. Not her fault she says. So what do managers do these days now?

Rigo was great! Patient and highly knowledgeable. He took the time to explain everything to us old timers and wasn’t annoyed by all our questions. Very professional and courteous! This is the only AT&T store We will ever be back to!

Best customer service ever! Very impress Its great going in to a retail store and not be pressured into anything. I was explained all of my options with great detail. Everyone is always so friendly and willing to help!! Keep it up! 👍👍👍

Call no answer. Call no answer. Call no answer. We weren’t enrolled in auto pay for the discount even though we said yes, and apparently our trade ins aren’t showing up so we just got hit with a 300 dollar bill

Jaime was very helpful and patient with me, best service I have had in a store. If you come here ask for jaime

Christopher was knowledgeable and so very helpful. Im so glad we came to this location. This will be our new store.

Chris was so patient extraordinary intellect. Very thorough and so patient when helping me I will highly recommend Chris to any and everyone he actually cares and you can tell!

After coming from the other Rockwall AT&T store in sheer frustration. I was greeted and helped by Jarrett. Was extremely helpful and very knowledgeable with every question i had. Will definitely be sending all the business i can to these guys. They owed me nothing yet treated me like a million dollar sale. Huge props to this store and it’s employees!

I came in to check on lowering my bill. I was sure that I wasn’t getting a new phone. I was assisted by Rosa, and she is awesome!! She took time to answer my questions and concerns. Anyway I left with a New IPhone. Go see Rosa I’m sure you will be pleased! Thank you Rosa 😊👍🏻

Friendly staff, Ill be coming back and working with Liz from now on.

Outstanding service! Treated me like family If I had my own communication store, Id hire them all! Overall I love my new cell phone and phone service.

The reason I come to this location Is because always have the best service . Rosa Martinez always finds the time to assist me with whatever I need and I never wait no more than 10 minutes. In my book she deserves the best customer service award.

Awesome staff, super helpful and got me exactly what I wanted! It wasn’t easy, had a tough time transferring my number from old carrier but they made me feel at home. Will definitely be coming back her for all mobile needs!!

Beware! Jarett Weaver is a liar! He is super nice and really good at helping you spend your money but watch out when you get the bill because it was all lies. I see below that he posted a review two months ago pretending like hes a customer when hes actually an employee. He helped us four months ago. We just saw him face to face in the store today, and he said we must have misunderstood him. Very polite to your face but as shady as they come. 5 stars for AT&T though because they helped us set it straight over the phone.

Whenever I go to this location I always have the best service . Rosa Martinez never fails to have time to assist me with whatever I need and I never wait no more than 5 to 10 minutes. In my book she deserves the best customer service award.

I went to the AT&T Rockwall store a few days ago to have my information transferred from my old phone to a new one. A young man named Saif came over to me and invery short order had my new phone working. Saif is everything a customer would want from a store representative. He performed his task swiftly and without flaw. He represented AT&T quite well, and he seemed quite dedicated to his work.Saif is an employee who should be valued, my spouse was an AT&T employee for 40 years, and it is a comfor to know that Saif is not only a present employee, but also could be a valued employee long after I am gone.Sincerely,Brian KentA young man asked me if I neededExassistanceMy

Jacob was fantastic. Answered our questions thoroughly and we enjoyed our experience.

I love this location! Ms. Rosa is a lot of help and knows what shes doing. Very polite and very very helpful. I would recommend this place

Visit the other ATT store in Rockwall. Ive been to this one 3 different occasions and they never get it right. They even tell you to try the other store anyways!

I’m from out of town and was having phone troubles. I went in to this store and Ahmed immediately greeted me with a warm smile. He was so so helpful and had an answer to every question I had. Very knowledgeable staff. I was in and out with my problem solved in less than 15 minutes. Fully recommend this store over any others!

To Saif. Top of the line representative. 5 stars

Rosa is the best she took care of my issues in a timely manner!

Went in to this store for help activating and changing out information on one device to another. Cory greeted me at the door and proceeded to be very helpful! Even though I was worried about making these changes, she was VERY patient with me and took as much time as I needed to make sure I left satisfied and all my concerns were answered. She even showed me how I could save money on my account. I have been to this location in the past and they have always been great problem solvers for me. Thank you Cory for all your time!!

Awesome store!!! I love coming to this store everyone is always helpful. Rosa was able to assist me and help set up my family with everything that we needed.

Excellent and professional service . I am thoroughly satisfied by the quality performance by Daniel the manager. Thank you very much for the 5 star service. My experience with this store was exceptional.

Very attentive and great service. Treat you like family. I will definitely be coming back.

We just left the ATT Store in Rockwall. What amazing service we received. Jacob took great care of us and was very patient and knowledgeable about teaching us all about the services they provide. Thanks so much Jacob.

Excellent service! came in with looking for an upgrade and was provided with great info and everyone was so nice! will be coming back to this store!

Went very well. All questions were answered and explained different options. This was a switch in service from another provider who was not helpful and treated me like leave if you want, or stay. Att was clean, in stock, staffed with knowledgeable personnel and polite.

Very disappointed by the way they treat their long time customers. Joe Boy off the street gets the best deals. Us long-term customers that made them what they are, they make us feel like they dont even care for us.

You guys are awesome. Thanks for answering all my questions, and for helping me choose a better provider for my services. Y’all Rock!

Ask for RIGO!! He will go over every single option available for you and work with your budget. I will never go anywhere else. Thank you Rigo, you really gave me peace about my phone plan and what I needed. Can’t say enough good things!

WE HAVE BEEN OPENED SINCE MID JANUARY. PLEASE COME SEE ME, I CAN HELP YOU TO GET BETTER AT&T EXPERIENCE. I CAN HELP YOU TO GET BETTER CUSTOMER SERVICE AND ALSO SEE IF YOU QUAILFY FOR OUR DISCOUNT, AND SAVE YOU SOME MONEY ON YOUR BILL.

Excellent and friendly staff. Even though they were busy they made sure to greet me and make me feel welcome. They made our transition from t-mobile a breeze and even saved us money on our direct tv and internet!

Great store, best customer service ever. I came in with a phone issue and ended up leaving with so much more. Thank you AT&T.

Once again, this is the best location for purchases and excellent customer service after the purchase. Thanks Monique for taking the time to assist me in every way possible! Much respect for the employees and management of this location.

This is the best store with the best staff! Theyre always so eager to help and they go beyond the call of duty to ensure our needs are met. Great team!

We have been waiting for an hour now. Great way to waste a Sunday afternoon .1.5 hours now...In the end, we finally sat with an incompetent employee who screwed around with the phone for 45 minutes and tried to Google answers (as if we hadnt done that already). She claimed it was a software issue but that the screen was too dim for her to fix it. Well, yeah, because its a hardware issue, lady .We gave up, went to the real AT&T store on Ridge Rd. and received prompt, helpful service from Tristen FOR OUR HARDWARE ISSUE.Never again with this joke of a store. Never again.

This is one of the best locations with the best customer service I have ever experienced. Omar did and excellent job giving me different options for my upgrade. Thanks for your help!

Great service! Rosa was super helpful. She did help with my phone upgrade and tranfering my info.

Went into this store because my phone was hardly getting service. They looked at my phone and said it was just a cheap unlocked phone and that is why it didnt work. I explained that I had this phone for over a year and it worked fine. They wouldnt even look at it. I went to the at&t store on Ridge Rd and they looked into my account, made sure the IMEI was correct, changed the VPN settings, and I am working fine. Avoid this store, go to the one on Ridge Rd.

After an exhausting experience, that is yet to be resolved- I have these words of wisdom for anyone reading. Go to the other AT&T location off Ridge Rd. This location is only an authorized dealer; where as the one off Ridge Rd is an actual AT&T.......store. Cut the middle man out, go directly to the source. You will thank me later because this location is extremely limited on what they can do because they are essentially a 3rd party. But if you want an exhausting run around.......visit this location. To be sure you get the most exhausting, unfriendly, unhelpful service.......be sure to ask for Rosa.

I just spent time with Ahmed at the Rockwall ATT office at 919 IH30 suite 107. He was very patient with me, and answers all my questions. Wish all people in the customer service industry had his attitude and professionalism.. definitely 5 stars

Came here June 2016 to add 3 lines, Was told the phones I bought were Bogo. Here we are a year later and still have yet to receive my free phone or any credits. Apparently there was a man working there name Dennis that messed up a bunch of accounts and was fired because of it. I have made at least 10 calls to At&t with no resolution to this problem. I am not saying this is a bad place to buy a phone but, I am saying to check your bill very closely and dont let At&t screw you over like they did me.

I had originally had a good experience with this location and the manager. But they are liars here. I believe they are very incompetent when it comes to providing true and honest service to there customers. They said they would waive and activation fee and didn’t unti I called them out about it. After opening a phone line with them I went back and purchased and IPhoneX the woman working here told me i didn’t have a balance due on my old phone and it was payed off. Come to find out i still owe $500 on the old phone after the manager and this sales woman told me I didn’t. Now I have two phone payments and they aren’t doing anything to fix their lies. These people will tell you anything to take your money and screw you over. Go anywhere but here. Absolutely the worst kind of service you can get.

I had a great experience at this store! I have had AT&T for 9 years now and this store helped me more than any other store I have been to! Thank you so much Zeeshan and Sara for helping me set up my internet and phones:)

Rosa lied to my parents (elderly) in order to sell them 2 phones. She initially told them theyd get 2 free phones if they signed up for service, which they did. My parents specifically asked what would happen if they cancelled in 6 months and Rosa lied to them by saying they could keep the phones at no charge since they were free.When my parents got home, I read the agreement they had signed which stated they agreed to pay $10/mo for 30 months which contradicted what they had been told. We went to the store the next morning and I had her explain the deal again and she stood behind the free phones statement. I then told her the paperwork she had my parents sign stated they needed to keep the phones for 30 months in order for the phones to be free, otherwise theyd have to pay the difference of the value of the phones.She was clearly uncomfortable and visibly upset that I had called her out on this. When I asked her why she hadnt told my parents this she did not have an answer. We then proceeded to cancel one of the phones and she said there would be a restocking fee of $55 (phone and case). I asked her to waive that fee since she had sold the 2 phones under misleading information and she refused.Since she was called out on her shady practices she continued visibly upset and responded very poorly to our questions. Perhaps one of the worst customer service weve ever experienced. She continued to say she was the manager of the store and no one could waive the restocking fee.I then called AT&T customer service and they agreed to credit the account for the equivalent amount due to the terrible experience at the store. I told Rosa that and she continued to say I was the only one complaining since everyone else didnt have a problem with her. I reiterated that it wasnt right to take advantage of elder customers who take the reps word trusting they are being told truthful information. She continued back-talking and never admitted her wrong doing or showed any kind of empathy or basic customer service skills.We ended up going to the store in Royse City where the manager there (Joe) was able to waive the restocking fee and turn our experience around. 5 stars for Joe at the Royse City store! I would give Rosa 0 stars if I could. Nothing personal, but this experience with her was one of the worst.

Rosa helped my wife she was Excellent!Great Help

I really cannot speak highly enough of these guys. my iphone went down on me this morning and i went to the corporate store and they more or less told me i was SOL. On the spur shot that i could find a way to solve my issue i went ahead and called over, and i am so glad i did. Jose the store manager within 2 minutes of speaking my had already come up with a solution for the issue the other guys couldnt figure out in an hour and half. They went above and beyond for not only myself but everyone in the store! a couple 9-10 year olds were in the store with their parents and he even went out of the way to put cartoons on for them so they werent bored. If you are needing anything at all, go in and ask for Brad and Jose, those guys understand customer service.

I was worried about visiting this place because of the reviews but thought I would give it a try. I went with my dad to help him get a new phone and case. He hates that kind of stuff, so I go to make sure he stays calm. 😄 Well, we walked in on a Wednesday afternoon and were helped right away by Jose. He was super awesome and not at all pushy. He answered all my dads questions and helped us with everything we needed. We were out of there in under 45 minutes. When the 7 comes out, Ill be heading back to Jose to help me out!

Rafael was the best! I walked in fully intending not to buy at Samsung S8 and left with an S8, an S8+, and a S3 watch. ...not pushy at all just put the number down for me to show me the financial sense and did a great job!

Came in to upgrade a tablet, tech refused to upgrade existing line and insisted on canceling the current line and adding a new line so I went ahead and did it that way. Now he didnt cancel my old line so Im stuck with paying for an extra line. He didnt let me upgrade the current line because then he didnt get commission off of it because it wasnt a new line. Beware of this store. Techs name is John Gutierrez.

Awesome customer service. New rate plans are amazing. And they have free tablets!

Ahmed and his team are very helpful! This is one of the best stores Ive visited

Best customer service by Rosa always Great!!! She always has an answer to everything I ask.

They messed up my account. I did not find out until I received an email from att about a change in my plan. The employee I worked with was poorly trained and had little to no knowledge of internal processes. And his people skills remind me of the unibomber.

Definitely the better of the two stores in Rockwall. The service was friendly and personal, unlike at the other store. My dad is a difficult customer to please and is very easily irritated by salespeople, but even he found our sales rep to be a great guy. My dad began the day being completely uninterested in switching to AT&T Next, but after talking with Zach about our options we ended up switching to Next and all 4 of us got new phones. As a promotional offer we also received a free Tab 4 from Samsung which costs just $10 a month for the line. Zach was very knowledgeable, friendly, and patient and I recommend doing your business with him if you visit this store (although all of their reps seemed really good).

Great location, all the employees are very professional and Manager is very polite and great customer is proovided at this location. Please visit this store they know what they’re doing.

The store employees were great! Very knowledgeable and easy to do business with.

Rosa did a great job. Everyone should come see her.

This is where I go when I need help with my phone or to purchase a new phone. Great store and helpful staff.

If anyone needs cell service or home services, or even business needs, this is the location to go to. These guys are very helpful. THANKS AT&T!

JD was so much help to us. Was calm, professional, and very nice. Knew his job very well.

After being treated horribly at the other AT&T, Jacob helped me with everything I needed and his customer service was amazing!! Will definitely be doing all my business at this store in Rockwall!

The representative was very helpful and new his stuff, help me to find what I need.Thanks I will recommend this location to everyone

Yesterday 4/18 my phone stopped working...so whats the first thing that comes to your mind...I need to get a new one It was around 730pm when I arrived at the store. I understand ATT closes at 8pm but I need a phone for my job so I am sorry that I had to come get one so close to closing time. The first thing I did when I arrived was apologize for being that person that came in so late but I was in dire need for a phone. The reaction that I got back was a reaction I did NOT expect. um what kind of phone do you want. i would like the iphone OKAY WHICH ONE in the RUDEST tone i have ever heard in my life. I went to go look at the phones and my husband followed. I immediately knew i didnt want to do business with such a RUDE GIRL. I would say Lady but she definitely wasnt acting that way. But to that GIRL that worked at ATT that day on 4/19 at 730pm THANK YOU for being a complete ass, I went to COSTCO and got some of the best deals, didnt have to pay sales tax AND got a bunch of free chargers! This ATT will NEVER have my business again, I will make sure to let everyone I know if you want to be treated like garbage come here, if you want to be treated with RESPECT and AMAZING customer service ( which YOU obviously didnt have) go see SHELBY at COSTCO!

Very pleased with the service received by Rosa. She is very helpful and very personal with her customers always smiling and happy to assist you with whatever you need! 👍

Purchased I-phones on the buy one get one free last Christmas from salesperson John Gutierrez. He said it would take a few months for the monthly bills to adjust. After noticing I was not getting credit and paying for both phones. I went back to this store and now we are going on 4 months with nothing resolved. Store says to call ATT and they say it is stores problem. Horrible customer service from ATT store in Rockwall and of course the salesperson and the manger(Zeeshan)I talked with about the issue no longer work there.

Rosa helped me activate my phone she is Awesome.

Ahmed helped me through a tough situation. I am extremely thankful for the amazing customer service.

Very quick service, friendly, professional, thorough.

Very knowledgeable and the people were extremely nice and patient. I would recommend this store to anyone in the area.

Osama just made me spend all my money! Anybody that can do that must be freaking awesome! Osama you can have my business any day. Thanks for taking care of me!

Waited 2 hours for someone to help me and I’m an employee.. then once helped I was told the wrong information from another sales associate. My bill was double what the associate quoted me. However once finally geting helped another associate has me call the discount number from which I could have done hours prior if that’s all the help I was gonna get. ..... really poorly handled.