Wow! Things have really changed. We went in looking for accessories and left empty handed. My wife…read morewanted an attachment for her cell to act as a stand to replace her old ATT one. SORRY no longer in stock. I wanted to replace my cracked safety screen that this business applied a while back. NO we were told that is not done in house anymore. It has to be done on line and to receive the screen by mail. Employee was courageous but the business has failed miserably.

Extremely dishonest sales tactics. Hidden fees and omitted details cost me hours of stress…read more Be extremely cautious when upgrading phones at this AT&T Timonium location. While the store itself is clean and the staff appears friendly, they used manipulative sales tactics that ended up costing me hundreds of dollars and hours of phone calls to fix. They quickly signed me up for extra options without thoroughly explaining the charges. My standard monthly bill shockingly jumped from around $200 to almost $600. Here are the specific issues I encountered with their staff, particularly a representative named Jacob: False Promises on Fees: Jacob assured me that my upgrade fees would be waived with absolutely no problem because I am a long-time AT&T customer. In reality, they were not waived. I had to call AT&T customer support three separate times, escalating the issue to a manager each time, before the upgrade fees were finally removed. Double-Billing on Lines: A family member wanted to transfer their information to a new phone and a new phone number. When I brought the old phone in to deactivate and trade it in, Jacob assured me this wouldn't be a problem and that the previous number would be dropped. Instead, my next bill was a shocker. Upon investigation, I found they were charging separate data and coverage plans for both the old phone and the new phone. Omission of Upcoming Product Releases: The sales team neglected to mention that the brand-new iPhone 18 series was launching just three days after my visit. Had I known, I would have either waited for the new model or purchased the iPhone 17 series at a substantially lower promotional price. Instead, I felt duped into paying full price for an older model right before it was succeeded. Overall, I felt manipulated by the sales team at this location. They make everything sound incredibly smooth in person, but omit critical details that completely ruin your bill. I had to spend hours on the phone with corporate escalating conversations to manager levels just to get these errors corrected. Avoid this store.

Visited the AT&T store as we have 3 phone lines with the provider. All 3 lines, are experiencing…read moreintermittent issues where when speaking using the headset or speaker function, the party in which we're communicating are unable to hear us. Prior to coming to the store, the issue was addressed via the chat/support function on the website at least 4 different times over a two week period. We had an appointment and was immediately greeted at the door by a very friendly and polite representative, who introduced himself as, Ugo. Ugo showed us where to sit and obtained our identification so he could verify the account. Ugo asked a number of questions, as a means of identifying or narrowing down potential reasons for the connectivity issues. Additionally, he switched out the SIM card for each device explaining why, to include our devices now use eSIM cards. After attempting to verbally troubleshoot the issue, Ugo, like the online chat support representatives indicated, deduced there may be tower issues near our home as to why we're experiencing the connectivity issues. While we didn't test the devices in the store, (as it was unlikely there would be issues), we took the devices home and tested them periodically with different calls. Unfortunately, the issues continue to persist. But, as a customer service representative, Ugo is top tier! Throughout the interaction, Ugo's demeanor never wavered. His smile and personality made the frustration we are experiencing less frustrating just by his pleasantries.

the worst at&t location in the country! my wife and I walked in, the black lady ignored us, after I…read moreasked for assistance she said "give me a second " as she walked away. never had the courtesy to look at us. Four employees, no one helped. One star is too much!

Thank you to kenneth for helping me get my new phone, he was fast and i got a good deal!read more

Was looking to purchase a new iPad and trade in my old one…read more Was able to go to bestbuy and buy the exact same model iPad for $100 less. Additionally I got a trade in value $100 more at best-buy. All in driving 6 minutes down the road saved me $200.

Eric made my phone issues disappear! What a fantastic first experience at this location!read more

This location is awful. We had 4 lines transferred from…read moreTmobile and none of the lines were processed correctly. After spending hours in the store I had to sit on the phone with customer service for HOURS during a holiday to correct the setup. In addition, the iPAD was defective out the box and the manager refused to override the restocking fee and taxes. Why would you need to pay a restocking fee on something defective! Go to ANY location except for this one! Better yet skip AT&T all together!!!!!

Staff is corteous and greets everyone entering the store. Knowledgeable as well on products. Did…read moretraining here with no problems.

If I could give negative stars I would. Staff here is either incompetent or lazy or both. I walked…read morein trying to return two phones and both of the customer no service reps told me it was store policy to not process any return where the phone wasn't purchased in-store. This completely contradicts the policy of the AT&T phone upgrade program where you can specifically pick in store return. To top all this off the more senior of the two never looked at my account or my devices to figure out that I was in fact eligible for an in store trade-in.

I was told I could return/exchange my phone in 30 days by their employee. Now I'm being told I only…read morehad 14 days. No return policy is posted in the store nor on their receipt. They also sold me adaptors I ended up not needing. Let the buyer beware.

Do Not shop there. I purchased a new phone. A few weeks later someone in that store took my…read moreinformation and hacked my account. They ordered 2 cell phones under my name and the 2 phone numbers on my account and had them shipped to another address

they were so nice. I went to get a new phone and add it to my parents account but had very little…read moreinformation from my parents so they helped me out a lot and were very patient as I got in touch with my parents to ask them questions

This score is a complete scam. Every person that works there is incompetent. Here is an open letter…read moreto the corporate office.... I am writing to formally document an unresolved issue regarding an $800 rebate gift card I was promised when I switched my service from T-Mobile to AT&T in March 2026. I made the decision to switch carriers after seeing an advertisement offering an $800 rebate card for new AT&T customers switching from another provider. The amount was particularly appealing because it roughly offset the remaining balance I owed on my T-Mobile device. On March 23, 2026, I visited the AT&T store at 6346 York Road in Baltimore, Maryland, where a store associate reviewed my documentation confirming that my T-Mobile account was closed and my prior phone was paid in full. I was told the $800 gift card would arrive in the mail. I should note that problems with this store became apparent the very same day, my incoming and outgoing calls were not functioning after the switch was completed. The associate at the York Road location told me the issue would resolve on its own, but it did not. I ultimately had to visit the corporate store on Fleet Street to have my service properly activated. In hindsight, this should have prompted me to follow up more closely on the rebate. On June 8, 2026, I discovered that the documentation I provided at the York Road store, confirming my T-Mobile account closure and device payoff, was never entered into the system. As a result, my rebate was never processed. When I contacted AT&T customer service via chat to resolve this, I was immediately redirected to call a phone number. The first representative I spoke with informed me that the rebate had expired, citing a 60-day expiration window, and transferred me to another agent. I want to be clear: at no point during my visit to the York Road store was I informed of any expiration deadline. The associate collected my documentation and told me simply that the gift card would arrive "soon." I was never instructed to independently re-enter my paperwork or monitor a submission portal. The failure to process my documentation was the store's error, not mine, and I should not be penalized for it. When I returned to the York Road store on June 8th to resolve this in person, I was told I was no longer eligible for the rebate. I was also incorrectly informed that a rebate was never available to me because I did not purchase my phone through AT&T, a claim that directly contradicts the promotion I was shown and the reason I switched carriers in the first place. I then visited the corporate store, where the manager was helpful and acknowledged that she routinely has to correct errors made by the York Road location. She indicated the matter needs to be escalated to the general manager, who is currently on vacation until Wednesday. At this point, I am requesting that AT&T honor the $800 rebate I was promised, as the failure to process my documentation was the result of an associate error at your York Road location, not any oversight on my part. I paid off my previous device in full and fulfilled every requirement I was given at the time of switching. I hope this can be resolved promptly. I switched to AT&T in good faith, and I would prefer to remain a satisfied customer. However, if this matter is not addressed, I will have no choice but to reconsider my service. Since it is so hard to reach a human, I am sharing this experience with others, so that people know to never go to this store. At any rate, if you need to do business with AT&T, you need to go to the corporate store where people are competent.

I walked in and asked for help and he immediately sent me elsewhere, so I went home and figured it…read moreout myself finally. Why would I even go in and ask for help if the sales associate has zero knowledge and just wants to get back to talking to his friends?

Probably the worst customer service we have ever received. We went to add a new line. The girl who…read morehelped us named Trinity was very nice and offered a tech bundle for $2 a month for an iPad and watch. However, she failed to mention that it is NOT $2 a month, but $32 because there is a line fee. Did not tell us until we were sitting down about to sign paperwork. Once we noticed (thank God we did), she immediately switched up and was very rude. She tried to make us PAY a device return fee... she was still holding the items and we never opened or even held them. Nice try. Totally screwed us because she wanted the commission. We just got the bill and they actually put both the iPad and watch on our bill even though we literally do not have the devices. Actually absurd. We feel robbed. Now we are paying for 2 devices that we literally don't have! Trinity is a snake and should be fired. Not the first review I have seen mentioning this either. Hire better people. We will be switching to literally any other carrier because of this crap. Trinity, you suck. For real.

Eddie was our salesperson and was amazing. He helped us upgrade 2 phones and get 2 watches, one…read moreiPhone and one Samsung. He was so nice and fun and had the patience of a saint answering all our questions. Everyone else were also friendly.

If you'd like to stand around for 20 minutes and literally not get anything done, and finally have…read moreto walk out because no one is paying attention to you, the one girl went into the back for the last 20 minutes, and the other guy has been on the phone with customer service who is just continually repeating himself, definitely go here!

I purchased a Note 4 back in December after having an iPhone for 3 years. My sales guy was Mark…read moreTyler and he spent a good bit of time getting my new phone set up and even synced it to my iPhone. Everything was good and I was happy. Then come January I decided to sync it to my home PC, or Outlook. I had done a backup just a short time before. I had duplicate calendar entries in outlook and sure enough they transfered to my new Samsung. Turns out I could not restore to my backup because of the file structure on my PC. They were driving me crazy so I went back to Verizon to see if they could sync just my calendar again. Between Warner Shorter and Mark Tyler they reset my phone to factory settings but they took a picture with my iPhone of the things I had on the new phone. They were able to restore nearly everything, including the calendar with single entries! Thanks very much to these 2 guys. They were just awesome! With service like this I'll go back to Verizon anytime! And Mark and Warner should be up for the next Verizon function for top sales people! Way to go Mark & Warner!!!

The worst customer service. Our appointment time was not honored. The person helping us was…read moreterrible. She gave us no information about our options purchasing a new phone and she disappeared for 20 minutes while waiting on us. We will never go to that location again. Shame on Verizon.