Wanted to upgrade to the iPhone 13pro when it first came out. ATT rep, Julian, looked up my acct and said not cost to trade in. Just pay the $54 in taxes. I asked again, no cost, no contract and was told no. Now, my fault, wife pays the bills, they have been charging me $28 per month. Called and complained and asked for refund. Nope. Asked them to stop charging me for the phone, nope. Had to send in my old phone, asked for that back since I had paid for it, nope. So not only did I have to pay $1,000 for new phone, they took my old phone that I also paid for. Have been a customer for 15 yrs. Not anymore. Was paying over $200 per month for at least 2 yrs. Go to T-mobile. Less expensive, rate never goes up. ATT lied to me and stole over $1500 from me. read more

I give them 5 star because social distance, masks, and hand sanitizer is readily available. However, after more than 2 hours in the store, every account they touched is wrong. The bills are nearly 2x as much. The discounts not present and when asked about it, "well, it's not automatic, I mean pay the bill and you should see it over the next couple or three months. If you don't see it in three months come back in." Really? The discount is on one account but not others. The bill does not match anything talked about and overall pathetic support and service. Feel comfortable about going into the store but get the customer service number as you will need it to fix the mess they create on your account. read more

Review update... I got a refund that was due... but instead of removing the upgrade charge of $6 on one line, that I did not want, they added it to all 3 lines. The manager there is a rip-off specialist hoping you will not look at your bill. This is rediculous!!!! read more

I had to give 1 star because zero is not a choice. This is the worst AT&T store I have been to. Their manager Chris Amus is rudeand just unprofessional. I have been a costumer for 20years and this time I had to leave and find another at&t store that could solve the problem with my phone. Their associates are never the same, I guess no one stand working with Mr. Amus. read more

Great service from Cody! Didn't cost a penny and only took a moment for him so fix my sym card. What's not to love? Thank you very much! You can't go wrong here. read more

Don't go to any other location. If you're within a reasonable driving distance or not, it's worth the trip. You will not find a better place for exceptional customer service, and people that understand you are their customer. I've had horrible experiences at other locations and not only didn't I get my issues resolved, they made them worse. Then I found Sarah at this location and she was able to undo all the mistakes, redo my cell and DTV accounts, explain all the details in layman's terms and saved me money. I can't say enough about her professionalism, knowledge and understanding. read more

Like the person before, the only reason I am giving this store one star is I can't give it 0. Possibly the worst customer service I have ever had. Went in to deal with my Mom's account, she is unable to deal with her own affairs. I have a full power of attorney. I explained the situation to a young man who clearly could not have cared less. Finally, he went to call his manager (there was no manager on site, a bad sign) and came back and told me I would need to have the ORIGINAL power for them to accept my right to act. This was 100% wrong and when I told him this he said he would go call someone even higher up. 2 minutes later he came back and told me the same thing. I explained again this was wrong at which time he told me I would have to leave. He acted very strangely. I said I have dealt with many companies vis a vis this issue and if he could call their corporate legal dept I could clear this up. He got all bent out of shape saying if I was going to sue I had to leave. I tried to explain that I wasnt going to sue I just wanted their legal dept to explain the situation that, in fact, the ORIGINAL was not needed. The sales person kept insisting to had to leave. Then a woman came over, also acting very aggressively and said that without a copy of the POA I could not act for my mother. I asked her to explain to the other sales person that a copy was sufficient and that I would go get a copy. At that point it became clear the first sales person had been wrong. I then expected an apology, but nope. They got even more aggressive because I was "threatening to sue" and I had to leave. By this time I realized I was, frankly, dealing with horribly ill informed, untrained people so my son and I left, frustrated and upset. Clearly these people were not trained sufficiently and couldn't even get their stories straight. They all had no clue of what customer service is all about. You can be assured I will tell everyone I can not to go to this location. read more

Female staff rude to us and the gentleman in front of us. There were two other customers being helped and she told us they were extremely busy. Recommend doing business with the kind folks at the ATT store between Staples and LIDL across from Fashion Square Mall. read more

NO idea how this store maintains a 4 star review rating. This has been my experience trying to transfer my number off of my parents' plan to my own plan. FRIDAY, DAY 1 // 7:00PM: I come in to switch my number off my parents plan to my own. Standing around for 5-10mins before anyone even acknowledges me to put me in the queue. When I do get helped, they seem really nice and super helpful. They're joking with me, talking with me. Then start complaining about not making enough money. Going on and on about the union and $11/hr and being upset. I've worked at Chili's (and other customer service jobs) bussing tables, cleaning up food scraps and not once did I ever complain to a customer about how much I was making. The manager jokes that it sounds like I have the money, so I should buy a lot of stuff/accessories. Kind of uncomfortable but whatever. Seems like a joke so I don't take it seriously. Before beginning the transfer, let me know that it's going to take a long time and they close at 8 so it probably won't be able to get taken care of by then. Fair enough. They schedule me and appointment for 1:30pm the next day. They assure me that they'll "have everything ready for me tomorrow when I come in to make it as quick as possible!" Awesome, I'll be back tomorrow! Thank you. SATURDAY, DAY 2 // 1:30PM: I come in at 1:30 and all representatives are helping other customers. It takes literally 5-10mins for anyone to even acknowledge me. When it finally happens and I let them know that I have an appointment at 1:30pm, the guy says "Alright, great, you're first in line for the queue." I say, "That's interesting...I had an appointment scheduled, and you're putting me in the queue?" He answers, "All of our reps are helping other people right now, you're skipping two other people ahead in the queue..", as if I should be appreciative. Are you kidding me? I had an appointment scheduled--appointment does NOT insinuate that you'll be put in a "queue," it implies that you're going to be helped when you come in. 20-30mins go by before I'm actually helped and the rep who helped me the night before is apologetic and kind. He's friendly, saying that he's going to help me out as best as they can. Apparently, my parents have what they call a "unified" account, so to transfer my number to a new account was going to be "super hard and cause a world of problems for my parents." They seemed sincere in this claim, so I just say I can just get a new number because I don't want to cause my parent's trouble. I finish setting up my new account and my phone and the manager seems upset that all I'm signing up for is the iPhoneX without buying accessories. They don't even have the accessory I want. I'm like uh...? Wtf do you want from me? NEXT SATURDAY, DAY 3 // 3:00ishPM: After hearing from several other people who were able to easily transfer their numbers off of unified accounts, I decide to go back in and try this one more time, hoping to keep my old number before my parents have to just cancel it. Based on previous experiences, nobody acknowledges you for literally 5-10mins after coming in (which is a long time standing around), so I walk right up to the nearest rep (who I later find out her name is Sarah), who seems to be helping someone else and say "Hi, I'd like to be added to the queue please." She seems irritated that I dare come up to her while she's with someone else and says "someone else will be will check you in in a minute." 5 minutes goes by before someone is done helping a customer and is able to put me in the queue. Really? First rule of customer service: acknowledge your customers. If you can't afford to staff someone to take care of the queue, get an electronic system to allow customers to check in on their own instead of quite literally ignoring them without a word until 10mins after entering the store. Ridiculous. Guy comes over, puts me in the queue, and I explain my exact situation to him. I'm waiting anywhere from 30-45mins before I'm finally helped. There's a comfortable couch with a TV so I'm not too bothered about the wait--just happy to get it finally taken care of. Sarah is the one who is able to help me. She asks me my situation, so I tell her exactly what I told the guy who checked me in. She doesn't even attempt to help me, but instead tells me that my parents will have to take care of this because they won't be able to. I was told several different things by several different people, and this was never anything I heard. She didn't attempt to look up the accounts. Nothing. I asked her why and if there was anything she could do and she said, "No." Frustrated, I asked, "So, I explained my exact situation to the person who checked me in, it's been quiet in here so you heard it as well..if this is a known thing, why would he or you not tell me this before having me wait 30 or 40 minutes and waste my time." All she said with an apathetic look was, "I understand your frustration." Actions yell louder than words. read more

I'm new to the AT&T world but am SO thankful I made the switch! The customer service is AWESOME and everyone that helped me transfer my service over from nTelos really tried everything they could before giving up when I had issues to resolve- and persistence pays off! The one-on-one, patient, and friendly service was incredibly appreciated (THANK YOU, Michael B!) as well as the store Consultants/Managers having knowledge and skill to actually resolve issues. Every other phone company gives their employees no permissions and lacks training and focused attention when offering anything to the customer. The stores are clean, entertaining, well designed, and easily accessible. Great selection of phones for different needs & price points. AT&T will have my service for a long time to come! :) read more

This company has someone who is filling out applications and making fraudulent accounts here in Charlottesville. Fortunately this was reported to the police but watch out they will make inquiries on your credit bureau and send you a bill for services you never ordered. read more

I have worked with the Barracks Road Store Manager, Ace and also James ... and most recently, Cody Bevins who was amazingly patient and focused on my situation as a customer that had been having problems with Agents on the phone for months. It took some hours at the store to get resolve, but they had come up with a solution and luckily worked with another amazing, knowledgeable person/Agent (rare find) in the Phillipines, JL. I asked for his direct number!! The inefficiency within AT&T (not the store) has been nauseating to the point that I wanted to change companies. Knowing how committed they all are to customer care, Cody Bevins and the Store Manager were over the top to make sure I was a satisfied customer :) . So not going to change a (currently) good thing ... BUT AT&T should clean house and have a system that is customer friendly. There was one occasion I was going in circles with Agents on the phone for 6 hours ... and to no avail! read more

So being new to the area I was apprehensive on how my visit would turn out. I was greeted warmly and promptly taken care of by a nice gentleman named Chucky. Loved the name and it fits him. He was very helpful and understanding!! He ranks with a girl That used to work back in my home town for one of the best AT&T reps I've ever dealt with! He took the time to listen to my concerns and was very knowledgeable. It was a great experience and thank you Chucky for the cordial and warm welcome to C'ville!!! read more

Not a good experience. I do not trust them to provide the correct information, to be timely or helpful. They're more concerned with "policy" than admitting an error and facilitating a positive and helpful experience for their customers. read more

I'm reviewing them again even though I have done it before because, again, this store is so friendly and helpful. My typical experience with phone carriers isn't so great, so that's why I feel compelled highlight this store as a refreshing outlier in the customer service arena. Beautiful new store, helpful and friendly employees...thanks AT&T - you've won my heart. read more

They don't properly inform customers of extra costs. Yes, it's probably in the fine print somewhere, but they are usually understaffed and try to rush their time with you to get on to the next customer or go on their break. I asked very detailed questions about my expected bill when I bought two new devices, but wasn't told of an extra line that would be automatically added to one of my new devices that I didn't need. When I came back with my concern about the unexpected charge on my bill, they reverted to their scripted AT&T speak and sounded as sincere about helping me with my problem as a 1960's Dr. Who robot. This store is OK if you just want to purchase something you already investigated thoroughly, but don't expect much help from the floor staff. They appear to be poorly trained in customer service for before and after purchase concerns. This is probably a reflection of a larger systemic issue that AT&T may be having with customer service and employee training. read more

Since they moved to the new store and added seats for employees to sit....thats just what they do. I had to wait over a half hour just to get my new phone set up, that took almost an hour, why? During that time I saw at least 4 customers turn around and walk out after waiting 15-30 minutes without even being signed in. Some people who walked to the front of the store where signed in before other people who had been waiting . One person was taking care of an older gentleman for what must have been over 2 hours. Maybe they need to set up tutorials at some of those seats that leave the personnel free to wait on other customers. I was in the store 1 hour and 45 minutes and that was the only customer she took care of. With only 3 people working you can imagine why folks were walking out. One customer got great service but the four who walked out did not. The lady behind me only wanted to ask a question after waiting 20 minutes and not even getting signed in she left. They need to create a system where the customers can sign themselves in because the 3 people working had to keep stopping to try and sign customers in.......... Service was much better at the old store, there was a bill pay person and they also answered quick questions or told you you would need to wait to talk to a representative.... Oh they also had a bench near the door so you could sit, not chairs for the employees..... read more