AT&T

I stopped by this location (DeSoto, TX) after work one night to exchange an iPhone case I had purchased for a different color. As I had my receipt and knew exactly what I wanted to buy, I doubt the transaction would have taken more than 5 minutes altogether. However, when I walked in the door, they wrote down my name on their sign-​in sheet and even though I told them exactly what I had to do, they told me I would have to wait until my name was called in order.
I can understand that in theory, but what ended up happening was that there were 3 or 4 people ahead of me and ALL of them had time-​intensive questions/​purchases (like upgrading their phone or starting a new line of service).
I stood there for no less than 25 minutes waiting for someone to simply do my exchange. In the meantime, I tried to approach the employee signing people in to ask what my wait time would be, but she was talking with another customer who was waiting to be helped about WAL MART (nothing related to AT&T). I stood by her podium for 3 minutes while this tangential conversation ensued, and in the meantime, the employee did not even ACKNOWLEDGE me verbally (and I know she saw me because at one point she made eye contact after I calmly said «excuse me, please»), let alone ask me to hold on a second while she finished talking about which aisle the shampoo was located in at Wal Mart or (gasp!) tell me my wait time.
After 25 minutes (during which time one employee had no customers and was just standing there… if she couldn’t ring me out couldn’t she at least acknowledge me and explain that?!), I replaced the new case on the rack and walked out, annoyed.
I stopped at another AT&T in Grand Prairie, TX that same night and bought my case within 3 minutes of entering the store.
I understand waiting lists and the necessity of keeping order, but use some common sense! If a customer just needs to make a quick accessory purchase, please don’t make her wait behind 3 people who have much more time-​intensive issues. That’s a really good way to lose my business. But most of all, please do not IGNORE your customers or treat them rudely. I could have tolerated the wait if someone there would have acknowledged my existence for 20 seconds and explained why I could not be helped at that moment.