The rep, Edward, greeted me as soon as I came into the store and was able to help right away. He was friendly and very knowledgeable of the services and discounts available. Edward was able to successfully complete my request without any issues. Highly recommend anyone looking for assistance at this location to work with Ed. read more

I hardly ever write about negative experiences but this one by far was the worst one of all by a girl representative named Jamie J- I think that's her name. I went into the store (called ahead of time) to get a new phone but I only had about 20 minutes because I had a meeting. After speaking with the representative for a few minutes, I decided to order the purple phone because they did not have it in 264gb. When I drove away and on my way to the meeting, I realize my phone's service was turned off. She did not turn my existing phone back on. Without the service, I couldn't find my way to the meeting. Back I went and here's where it gets good. Instead of saying "oops I'm sorry, I turned off your service and didn't turn it back on, let me do that for you quickly," she made me wait 15-20 minutes (another rep helped me in the end) and took her sweet time talking to an existing customer. I REPEATEDLY asked her to please just turn my phone back on quickly ( a 1 minute thing) so I can be out of here, she just gave me that "mamm you have to wait I'm busy look"- ENTIRELY UNAPOLOGETIC OR SYMPATHETIC. By then I was already 15 minutes late for my meeting. I've been in customer service all my life and this is certainly NOT how you treat a customer. I felt I was treated extremely badly and overlooked. You do not belong in customer service girl, if you are so unhappy there, please go look for another job, elevate your being, please do not make your customers feel this way. read more

I understand with everything going on things are hard. I get it but when I called into the store this evening some guy on the phone just wasn't trying to let me speak. I have been contemplating on switching from Verizon to AT&T. But after this conversation I had with the man at the AT&T store it's making me think twice. The man couldn't even let me speak to ask a quick question which is "Do you guys offer the $1000 off iPhone 11 pro max at this store" he just kept Ridley interrupting and saying we have a packed house right now. Like I get it you're busy we all get busy but to keep interrupting me when I try to speak is just not how you get customers. It's a shame too cause I was really gonna go all out. Not anymore I'll stick with Verizon much better customer service. You can even see in the reviews on here already no need to go to this store unless you want a real headache. read more

Excellent customer service from Lizzy and Tony transferring lines to AT&T and new phones.

OK, it was my fault. We came in at 3pm on Xmas Eve to upgrade to the new iPhone as our X-mas gift to each other. Clearly, at 3pm on Xmas Eve, anyone in retail will be cranky...and the AT&T store was no exception. We were lucky enough to arrive right after a crazy rush had passed through, and before the last-minute 6pm crowd, so we didn't have a long wait. When we were called (seriously, WHY do phone stores now have a "hostess stand"?!? Am I the only one that finds that absolutely ridonkulous???), the guy that was helping us, was pretty surly and it was extremely clear that he did *not* have Xmas cheer. HOWEVER, despite his crankiness, he was highly efficient, getting our new phones sync'd and turned out with minimal fuss. We were in and out in 15 minutes, which I think is an all time record. Or maybe he just really wanted to go on break (which I'm totally fine with - we got the benefit of his urgency to get us done and out)... read more

My phone broke and I was desperate to get a new one because I'm going to another country for 10 days. Alecia and Victor help me order a new phone and then transferred all my old data. Their service was world class. I can't recommend them enough. read more

What a bunch of Ass clowns this place has. Except for one very nice girl Michelle who was very helpful in resolving my issue. The rest of the staff including management are retarded. So I pre-ordered a phone!! The definition of a pre-order is an order placed for an item not yet released yet to ensure receipt of that item when inventory is received. This would seem like a simple concept that should be straight forward. However, I stepped into an alternate universe where you need a degree from MIT to understand the concept of a pre-order. I have never had this problem before at other AT&T stores or any other store for that matter. I came to the store on the day of release, and there were a line of people that were there to buy the said phone in question. Come to find out...the inventory that they received were being sold to the people waiting in line. If I am not mistaken, usually you would fulfill the pre-orders for the people that paid for the phone a week prior, and then if there was anything left over then they would go on sale to the rest of the people waiting in line. (THAT IS THE BENEFIT OF A PRE-ORDER....OTHERWISE WHATS THE POINT) The people waiting in line are idiots for not pre-ordering!! But apparently I was the idiot. Cause that's what they made me feel like. It was my fault cause I was not properly informed. If a lesson is to be learned is, if you want to pre-order something, go to Best Buy where the actual process for the pre-order is handled correctly. On a side note, they tried to tell me that all employees were to inform customers that pre-orders were going to take 14-21 business days to be shipped, but I was not informed of said policy. read more

ATT rep on the phone took ownership and made everything right. I had to email / fax the receipts etc and it took a few days but thanks to the person who took gear care. As for the store I never received a call or an email. read more

My wife - who is normally a patient soul (and a small business owner) - stopped in this morning at about 1:30, while I waited in the car. She returned a few minutes later very disgusted. She said that she had found several customers, some of whom had waited a hour in line while several sales persons in the back were "hanging out". When one of the customers asked why they wouldn't help, one of the so-called "sale persons" responded that, "We know how to manage our time"... whatever that means. Would bother writing this - why should I spend my time typing to help this business with feedback??? - but I saw several similar comments regarding this store. Hopefully AT&T will take away this franchise and give it to someone who wants to make some money! read more

Got the AT&T Unite MyFi today. Was greeted immediately by Dean. He showed me the 3 different models but recommended the middle model which would only cost me $1 with a 2 yr contract. That took less than 1 minute. He also told me about the new DigitaLife which sounds very cool and techy but not something I need quite yet (you can set up cameras in your house to see who is at your front door and even unlock your front door from wherever you are). Not a bad price if you are the kind of person who like to auto-start his car from inside the building. There were signs all over the store because of the NO TEXTING and NO HANDHELD laws that just recently went into effect in Maryland...what a great way to sell a BlueTooth!! Of course I asked about pricing...the cheapest one was $40 but he recommended the $70 one. I have already bought and lost about 10 of these suckers because they are so small and I don't like to wear them on my ear if I am not using it. Last week I received a warning because I was stopped at a red light next to a cop. :( -- I am going to look elsewhere for a dashboard phone holder since I have a really loud speaker on my phone. Back to Dean...he has been in sales for a few years and before that he spent over 10 years as a flight attendant. I have been with AT&T just as long and the 5 stars goes to both of them...Dean was very nice and helpful (and very cute!!)...you could tell he has mad customer service skills because he walked me to the door when we were finished (I had seen him do that with his customer right before me!!) read more

Worst company to have ! Have been on the phone with them humoring from call rep to another call rep for two hours to locate and iPad that never got put in the system. Told me they would be ok to add the fee to my bill and now they are saying no. Definitely leaving this company once I get my phone fixed and I have insurance but I won't go to them to fix it ever again!! So if you thinking about this company you might as well go somewhere else read more

The so called manager Santana is very disrespectful. There's no need to be in someone's face about a service they are unhappy about, and then have the nerve to tell them to calm down when YOU came at them hostile about not wanting their service anymore. Cancel the service and keep it moving. read more

Not our first time in the store. Every visit is a challenge. We signed in on rule line note paf (strange for a tech store). After almost an hour wait someone was taken ahead of us. When I asked why a debate between 2 employees ensued. Neither one wanted to help us. Finally Eric was told that he had to. With great reluctance he asked what we needed. I told hom first off that the phone ww bought last month was now cheaper ro which he said "it'll probably be cheaper next month" I ignored his sarcastic comment and told him we went online to unlock our old phones and the instructions said we needed a keyboard. Before we said anything else Eric said "we can't help you in the store". I said we needed help, he gave me the same response. Next I tried to explain what we needed help with and he started to repeat what he already had said twice I interrupted him and calmly said "I don't want to hear the story again" to which he replied "well I don't want to hear your story either:. At which point we walked out. It's been years since I've been treated so poorly. We will never step foot in the store again. read more

This place is a piece of crap. I had to wait for 36 mins to get assisted. Then they are so nasty. I dont wanna go back to this store ever

My husband walked to this store two times today to buy iPhone 6 and the representative was so rude to him and careless to keep the business as a 12+ years customer. This is not their first time doing this to me and also my family . Manager is always on the side of their employees instead of customer. Worst Experience ever. They cannot locate the simple name on an account to sell the product. The customer service was really nice and helpful on the phone with me but Its all about this particular Store. I would not recommend this store to no one. read more

Visited the store twice for issues I had with their product and accessories, both times employees were rude and extremely unhelpful!

Once we got in, NO ONE acknowledge us for a long time even though there were like three available associates staring at us. After a minute or two one of them decided to come forward no to greet us but to tell us that pets are not allow in this place. We wanted to make the point is an emotional support animal for which we do have the proper ID and documentation. However, the associate did not want to hear any explanation since his only aim was to get us out. We have been able to get with our emotional support dog at any other places including other AT&T locations but also restaurants. It's absurd and obtuse to restrict pet access when the animal is for emotional support purposes but also when we were carrying him in our arms. read more

The worst tricky ppl ever. Poor managment n customer service

What a terrible experience. I went in to upgrade my iPhone and decided to buy the ipad because they were having a promotion. I was told I could return the ipad for a full refund right away if I returned it within 14 days. What a nightmare! I went into the store to return the ipad and they gave me some lame excuse saying they could not issue a refund that day because there was some error. I was told the manager Santana would handle it, but when I called to see if it was handled he wanted me to send him a copy of my credit card statement proving they charged me for the ipad. I thought that was ridiculous. I told him I was not going to share my CC statement with him. He was very rude and unprofessional. I can't believe that I had to spend so much time on the phone with ATT complaining about this guy who should NOT be a manager - he's terrible with people. I've been an ATT customer for years, but I'm about to return everything and go with Verizon, but this guy could care less! He's very unprofessional and arrogant. read more

I went in to look at switching from Verizon to AT&T because of the current promotions being offered by AT&T. I was warmly greeted by Angel Gonzalez as soon as got in the store. Angel invited me to sit down and have a conversation about how I used my phone so he could help recommend the most appropriate phone. He asked plenty of questions to help me understand my options and then told me I could be happy with either an I phone 6 or a Samsung Galaxy 6. He patiently explained the features, benefits and advantages of each phone and helped me determine that the I phone 6 would better meet my needs. He then went through the plan details and helped me determine which plan would work best for me. Finally, he took time to help transfer all of my data and contacts to the new phone and make sure the phone was working properly. I am in sales, so I really appreciated the time, effort and great care that Angel provided to me. He also introduced me to his sales manager, Mike, in case I had questions at a time when Angel was not there. It was a great customer experience. read more

wanted to switch carriers and came to the att location in Gaithersburg next to chuck e cheese. Leo helped me a lot and dealing with the issues I could not get the phone, when I fixed the issue with att over the phone, I came back into the store and Garo whatever his name is assisted me, he was very rude and did not want to help me, I work at a sales location and I know when a customer has a little issue to get a new line and the sales person knows that they wont want to help you. att created multiply accounts in my name and all that was needed was the accounts to be removed, Garo did not help me instead he left and went to the back to take a lunch break. he is very rude and disrespectful, David assisted me and stayed with me during my phone call the entire time. Garo needs to take classes on how to better service people with all needs not just people who wants new lines. HE WAS TERRIBLE and he talked about me while he was walking away fake and a phony. read more