Bottom line: Terrible service. I spent 30 minutes trying to give this store my money and was completely ignored. I came in for a phone case and screen protector. Even though several associates made eye contact with me when I walked in, not one person said hello or asked if I needed help. I found what I needed on my own and stood at the register, but still, no one came over. After 30 minutes of being ignored by the staff, I put the items down and walked out. Unprofessional and a total waste of time. read more

I came into the AT&T store around 7:30 p.m. to make a bill payment, but the experience was completely unacceptable. The store was still open because closing time is 8pm, yet the staff had already shut down all registers and kiosks and refused to help me. If the store is open until a certain time, customers should be able to receive service up to that time--not turned away because the employees are ready to leave early. This kind of customer service is disappointing and needs to be addressed by management. Definitely not the level of service I expected from AT&T. read more

Employees do not know how to speak with a customer over the phone. All I wanted to know if they had an iPhone 16 Pro in 256GB and a certain color available, but the person said that they do not give stock inventory over the phone. So this means that I would have to drive there just to check and see if it is available. I asked which color is available and he said we are not allowed to provide that information. This is the first time that anyone at any AT&T store has told me this. I have been with AT&T since it was cingular wireless. WOW... It is really shocking. read more

I came in 15 mins before closing & had the pleasure of dealing with I think the manager. He greeted me kindly and without attitude. I told him I was sent her from another store on 40 telling me I could only go to corporate and he told me the system might be down for me returning the phone but he would give it a try. And he sure did deliver !! Took him less then 3 mins and he helped me more than he could know. I told him I would've been here sooner but I get off at 7 and I was given the run around but glad he helped me while being kind & polite. read more

Unethical employees. They say one thing yet when you get your bill it's completely another thing. Now we are locked in our agreement and there's nothing the customer service representative can do. They will do anything just to make a sale and get a commission check but don't care about customers at all. Horrible service I would not recommend buying anything from this particular store. read more

My wife went there today to purchase a new phone. Her old phone was out dated. She said she had a great experience, hardly any wait time, and very helpful customer service. Don't always rely on what you read into many reviews. read more

The service is very worst and very unethical. They keep the customer and go back inside and doesn't worry to come back and attend the customer. Very unprofessional and disorganized. I think AT&T need to rethink if they really need to have the store here with no service. It is of no use of having executives in the store who is not willing to do service. I STRONGLY RECOMMEND NOT TO GO THIS STORE UNLESS AT&T RETHINKS AS HOW TO SERVE THE CUSTOMERS. read more

This place is actually hilariously disorganized. They don't care about you if you don't walk up and talk to them. No one seems to take leadership. I was just completely skipped in line when this guy was told to take me before this other guy that walked in after me. This is HILARIOUSLY BAD. This place sucks, go elsewhere. Don't come here. No care at all for the customer. read more

I had a mixed experience here. It started terribly. I walked in and no one greeted or looked my way! I was completely ignored until I asked what I needed to do to get serviced. I waited and waited and WAITED for the next available person as advised. When the next person, Kelly (the manager), became available she went to a person that came in after to me! I walked over and she said, "you're next let me get them signed in". I assumed that meant she was coming to me but wanted to sign them in first for some reason. No. She was about to help them before me until the guy told her that I was there first. He beat me to it. After that the visit turned around. Kelly helped me. She was very thorough and patient with activating a new phone for my daughter and resolving a billing issue. I also noticed that she began greeting customers as they came in. Upon hearing side conversations I learned that they were understaffed. That, however, is no excuse for not being friendly and courteous. They also need a better system of keeping customers in order of arrival. I will probably try a different location next time. read more

Once you get past the long line of people desperately trying to get resolutions to their issues the service is great. But the waiting to actually see someone... It took an hour from entering to see someone. There was only four people in line with us. One person got tired of waiting and went off to do better things with his life. I do t know what the issues the people in front of us were having. All I saw was one woman who was just playing with her iPad for a solid 90 minutes. She was there when I left. The other person couldn't pay his bills for whatever reason and didn't understand what he has signed up for... Once we were served we were treated fairly. There was no attempt to upsell us to services we didn't need. They didn't push insane insurance policies onto us, nor force us to buy accessories in store rather than online. We chatted about shared interests whilst he set our phones up, answered the few questions we did have truthfully. But the dang waiting times...! read more

I do not understand why all phone stores have such poor customer service. I went in today to return a charging phone case I bought for my son for Christmas. It did not work. I went to the store to return it and they told me it was past the 14 day return policy. Is this the only retail establishment on the planet that does not have extended holiday returns?! I told them that was unacceptable as the merchandise was faulty. The associate went to speak to the manager, who never came out, and she said they could not return it because I purchased online. Same company folks! Get some customer service - we pay your salary! read more

This place has the worst service. I keep trying again and again. I am not sure why. Got to the store and they said we were next. One hour later, no update and no sign of anyone willing to help. Unless you have lots of time to waste, I would not recommend this store. read more

I called in because I didn't understand my phone bill and I know I wasn't speaking to Andy or Daryl. It was the shorter guy that chews a lot of gum and has a receding hair line he said "well what does that add up to ma'am" all antagonizing like for no reason. yeah I'm not good at math but guess what, you were rude to a customer that just switched over from nice t-mobile to rude little man! I can't believe how belittling he was. But Andy and Daryl were kind and helpful. read more

at & t has rep's in sam's club. last year in late july, my son fell for the bs. we were lied too with receving credit on all 3 cell phones. and they at& t phone i trade mines with was suppose to be free and we have been getting charged with it. also, i joined aarp and we were told, to receive a discount with having this service. to no avail, this service is the worst and i am reporting them for fraud!!!! trying to get in touvh with someone is useless dealing with their call centers. and the prompts on the phone going back and forth is useless. i've spoken to 2 people, today..(02/05/2022) and last week....no help at all. not counting having an investigation with at&t when this first occured and everything was not resolved. i will be reporting them to the bbb and consumer affairs. i demand a full refund and to cancel this pathetic service. read more

I have been with AT&T since it was AT&T then Cingular then back to AT&T. The customer service in all the Frederick stores is beyond real. I have been trying to get in touch with a rep to ask one question for the past two days. Both the Urbana and West Patrick Street locations are too busy for quick in and out customers and I am probably going to take my and my company's business where it is appreciated. It is sad - really really bad in store service. read more

Amazing SALES staff, unfortunately, there is no customer service personell. English becomes a dead language, unless you are paying for something. Four months ago, my fiancé took a two week trip to Italy. In preparation for this trip, she upgraded her plan to the international plan. ( took only minutes ) Upon her return, she requested, in person to change back to her original plan. It seems that this may be too difficult for them to ever accomplish. We were told for each of the last three months that it had been done. My contract will expire soon. I guess it costs less to dupe new customers than, to keep any of the old ones. read more

This is a terrible carrier to have. I wish I checked yelp prior to getting an at&t account. They have been trying to fix our broken Samsung galaxy s8+ for about 6 months now. They sent us a new phone and the phone does the same thing as before. Now they are sending us another broken phone saying we sent it to them like that and we need to pay 765.00 even though I have photographic evidence that the phone was fine when I sent it. They do not care about that. They just told us it is what it is and they don't want to have to pay for the phone. DO NOT RECOMMEND THIS COMPANY TO ANYONE. read more

AT&T Store - No cracks in the freaking screen - Mobile Phones Near Me - Frederick, Maryland

This place is fine if you want to go somewhere and socialize but if you have any hopes of getting something done in a reasonable amount of time, forget it. They try too hard to be your friend and once you get somebody, it's not a bad experience but they want to chat for way too long. If you're the poor soul that needs to just pick something up or buy a retail item, go somewhere else. I waited 45 minutes to pickup an online order while the staff chatted and played on their phones. I left for 30 minutes and when I returned they were still with the exact same people. read more

I hate AT&T. This phone company is fake, phony and are only working to take your money. I paid my bill at a kiosk which never went thru. I paid with phone upgrade gift cards; when I told them they were thrown away they told me there is nothing they can do. The fat obnoxious manager sat on her ass and did not look up the account in any way. All that I was told is there is nothing they can do. The service and empathy is terrible. They do not know how to deal with people and special cases such as a lost card. I will not shop there ever and they will never get another of my upgrades. When I expressed that they just got my phone for free they attempted to flick me over to some third party company, again stating that they do not know what they could do either. I am very frustrated with the staff and especially the female manager that wears wayyyy to much makeup read more

First when we walk the lady working there looked at our phone messed with it for a min n said there's someone working on your account in the back ,.so we sat there for a half hour no joke thinking someone was working on our account in the back ppl came n went we sat patiently , a man named rene came out said how can we help you we said oh there's someone already working on our phone in the back he goes over to the lady looks like there talking about it n he looks confused comes back says sorry there was a misunderstanding I will take a look ,. Everyone socializes n visits ,, also they clam Frederick has lots of service here n everyone I've met says got to have sprint or Verizon there's hardly no service here with at&t ,. So I guess that will have to be my next Option I'm not looking for an apologie,, is actually be shocked if I got one from this company but I'm just warning ppl go somewhere else somewhere more professional read more

My husband I and I just got married and we are both on family plans. I'm with Verizon and he is with at&t already. Went looked into getting our own plan together at Verizon, sprint, and now AT&T. We were helped by a lovely sales associate named Daniel. He made the experience of going to the phone store actually pleasant. He was funny, nice, and super down to earth. My husband and I truly appreciate his hospitality while we were in the store. Surprisingly good experience! read more

It took over an hour to pick up a phone payed online. Didn't set it up correctly. V v pissed tbh.

All the employees were in super street clothes very unprofessional. Guy who was supposed to be helping us had the attitude that he didnt know anything and waited for us to tell him what he should do. read more

I was a long time customer of another wireless provider, I decided to switch based on recent customer service experiences. The service I have received at this location since I made the switch has been impeccable. I have been back into the store multiple times to add more lines of service and to have some adjustments made to my plan, every time the associates are helpful and friendly. I will certainly be a long time customer! read more

We have ATT as our cell service, and every single time we go, we always wait for Mark to be free because he will always make the "situation" right! Everyone that works there are amazing! We've been with ATT for years, Mark sold us our very first cellphone and we still is our go to guy for any problem or issue! read more

my family went in on saturday with a issue on a phone activation. we were helped promptly by kelly o and she was very helpful. we didnt feel rushed and our problem was solved. a++++ she is a credit to your service att. i would highly recommend read more