AT&T in Alvin, TX Open now

Reviews about AT&T

• ★ ☆ ☆ ☆ ☆

  November 14, 2019, by Andy Pondillo
  This new AT&T location takes poor customer service to a new level. Their manager today named Dustin showed absolutely no initiative to defuse a confusing situation, assist his employee, or more importantly assist a customer in need. We went to go purchase a new phone case and screen. One customer service representative came and found us immediately and was of solid help. However, when he went to run out card their processing system froze up. A statement was billed to us saying the transaction went through, but according to AT&T it was not showing on their side. After waiting through 20 minutes of confusion we were asked to run the card again. Dustin assured us that the previous transaction would be refunded in 3-5 business days, but would need to do it again. As if this wasn't sketchy enough already, we waited 20 more minutes for their system to crash again. Meanwhile Dustin was nowhere to be found and offered no apology. In fact, when asked about the charges Dustin got hostile and talked back to us. Not once were the phrases, "I apologize" or "we're very sorry" issued from Dustin. Following 40 minutes of waiting and hostile talk back from the manager on duty he sent one of his coworkers to tell us that we couldn't leave with our already purchases equipment. Rather than taking ownership of the situation Dustin showed poor customer service skills and revealed himself to be a coward. Dustin finally intervened when I loudly asked where the manager was and informed us that after being charged twice we could not leave with what we purchased because the statement won't show up on their computer. Basically they wanted us to return when the transaction showed up on their side. We left with nothing and are awaiting two refunds after spending an hour inside of the store for a quick and easy purchase. (So we thought.) Why this place gets 1-star: 1. Dustin is a disgraceful manager and should be reprimanded for his customer service skills. As a manager in my own line of work, I'll gladly talk to any AT&T representative about my experience. 2. If the internet goes down at your establishment do you not have a backup plan in place or do you just lose all of your sales for an entire day? Telling a customer they can't make a purchase is unacceptable and poor business. We had transactions on our card via electronic billing that said "PROCESSED" 3. When a customer is dealing with a situation, a staff generally apologizes or throws in some sort of gift for their troubles. Dustin preferred to do nothing of this nature, and must reflect on bad business morals from his superiors. In conclusion we will never shop at this location again, and hope the AT&T takes a hard look at who they are using to represent their brand. If Dustin is the best they can do, they are in trouble.