Update: I left this store to go to the one a couple miles down broad street and had a much better experience. See 5* review for Maria at the Parkside Marketplace location! This location is apparently referred to as "corporate" but is doing everything to chase existing customers away. If you are not looking to add a line, don't come here, they have no phones in stock if you're only looking to upgrade. read more

I was an AT&T customer for many years (15+), but my recent experience at this store has left me extremely disappointed and prompted me to switch providers. In April 2025, I went to the store to upgrade four iPhone 12 minis to new iPhones. I specifically showed our salesperson, Brandon, the phones we were trading in, and he clearly stated that the quoted promotional pricing would apply to the devices we brought in. He told us we would pay $0/month for each iPhone 16 and $5.99/month for each iPhone 16 Pro under the trade-in program. We trusted him and made our purchasing decisions based on that information. However, when the first bill arrived, the pricing was much higher than quoted. It was only after we returned to the store to trade in our old phones that we were told the offer was not valid for iPhone 12 minis - only the iPhone 12 - something Brandon never disclosed at the time of sale, despite being shown the phones directly. This amounts to a $2,000 discrepancy over the life of the contract. When we raised the issue, Brandon denied the miscommunication, and the store manager, Tyrone, defended him without seriously engaging with our concerns. They essentially shrugged off a serious breach of trust. We're have since returned the phones and switched negative our service to a competitor. I've never written a public review before, but I felt this one was necessary. If you value transparent communication and honest pricing, be extremely cautious at this location. read more

Tried to sell me a phone that wasn't even in stock then laughed about it when I said that was poor form. Sorry -- I know we live in an era of lower expectations and all... but c'mon. read more

I have always gone to this location to get my phones and this time I was very disappointed with the service I received. When I arrived, there were 4 employees working and not one customer was in the store. I went to return my old phone. He helped me with that. I asked him if I switched everything over to my new phone properly and I was told thats up to you to check. I briefly checked my photos and then he handed me my phone to complete the wipe. Once it was done I went to my car to try to connect my new phone to Bluetooth. It did not work, so I went back in and asked if he could come outside for a second and help me. He told me they don't do that and to read my owners manual. There was still not one customer in the store and I was parked right in front of the store! Horrible customer service! He did the bare minimum that he was required to do and nothing more! As I sat in my car, I watched him comment and snicker to his colleague that sat next to him. I will not be returning to this store! read more

While I have been a customer of this AT&T store for 10+ years, I've noticed in recent years that there seems to be a revolving door of employees. Some of the employees move to other locations and others find employment elsewhere. Recently, as you get to know the staff, they're gone within months. I'd love to see the staff be more stagnant so that they could get to know the customers as they did in prior years. I do find that the staff at the AT&T corporate locations are friendly and want to ensure that you continue to be an AT&T customer. That's very important as a long time AT&T customer. I appreciate a business that cares about their longtime and new customers. In this day and time, everyone's time is valuable. You are able to schedule an appointment ahead of time for service which is a plus. If you don't have an appointment ahead of time, please pack your patience as this location does get quite busy. Remember, you do have the option to manage your account online or via your smartphone or tablets app, which can be downloaded for no cost in the App Store. The district manager does visit the AT&T locations and even helps the staff should the store be busy. He takes the time to come around to the customers to ensure that they're satisfied with their AT&T service. read more

AT&T Store - Mobile Phones Near Me - Richmond, Virginia

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The service was quite unprofessional. They had overlooked a potential customer and continued to talk among themselves.

Worst customer I've ever experienced! Waiting in the line (me and one other party)for almost an hour. The employee never communicated with us. Then after 45 mins when I'm next he comes out to tell me there is an appointment ahead. Common courtesy would have been great. Maybe some communication oh what's going while you have people wait and your aren't busy. Never coming back to store again!!!! read more

Horrible customer service!! The manager Tyrone has the worst customer service I've ever experienced after being a customer for 21 years. The day after Christmas I went in to purchase air pods as a gift. I asked that it be shipped to their location for pick up which I was told it would take up to 2 days. It took 3 days which is fine. I paid in full, I picked them up, wrapped the shipping box it came in, presented it as a gift, the box was open just to find no AirPods but the airpod charging case (how embarrassing)! I called this location asap, made an appointment to meet their manager the following day at 4p. Brandon (customer service rep) greeted me who was more than helpful, went to the back to grab the manager.. manager comes out and rudely asked what I was in for. I asked if he was the manager so I didn't have to repeat myself more than twice, he just looks at me as if he hated his life. I asked him again if he was the manager and he finally said yes. I explained what had happened and why I was in once again (third time in one week), he could care less! Just asked "oh so what are you wanting, to just do an exchange"? Brandon then walks out with AirPods generation 3 which I thought Brandon went above and beyond trying to accommodate me, however, Tyrone needs to be replaced or properly trained in customer service, especially when AT&T's clients spend hundreds of dollars a month on cell and device services. I asked Tyrone if he can show me the difference between the two AirPods that weren't pro's. He said NO. He then tells Brandon to take over my exchange and walks to the back. Brandon did show me the difference between the two AirPods I was interested in, but so disappointed that at that point I just wanted a refund so I can get to Verizon and purchase AirPods. I'd rather spend my money with Verizon at this point! I wish I could leave a zero star.. but guarantee, I will be calling corporate on this location (though this is Richmond's corporate location) sad to say! But again Tyrone needs to be replaced before AT&T loses out on clients read more

Sure, it's just an AT&T store. Same as any other AT&T store. Well, except for the fact that this one has exemplary service. I popped in this afternoon in need of a new iPhone case. I knew exactly what I wanted, but wasn't sure AT&T would actually have it in stock. Immediately upon walking in, I was greeted by two sales associates who welcomed me into the store and asked if I needed assistance. I didn't, since I just wanted to look at their case options. But they were extremely friendly nonetheless. For anyone needing a new iPhone case, this particular AT&T shop offers a wide variety of quality cases. And yes, they even had the case I was hunting! I'm a fan of the Speck Candyshell line - my last 2 cases were Candyshell, as is the shiny new case I snagged today. It was a quick in-and-out visit, so I didn't spend much time at the shop, but the brief time I was there was more than pleasant. After I paid and began walking towards the exit, a third sales associate walked ahead of me and opened the door. Definitely unnecessary and completely unexpected, but that's surely what I would call customer service. read more

The representative at this store was absolutely useless. I was having an issue with one line on my account belonging to my elderly mother-in-law who lives out of state. The line she has could not send or receive calls. The representative who has been at this store for 5 full months and tells me she has "experienced it all" decides that the best plan of action is for my elderly mother in law to call customer service using her phone that does not work. Also, recommends that the only other possible solution is for her to drive (or push her walker) to the nearest store to replace a SIM card. This representative made no effort to log into the account, find a possible root cause, offer a technical support line, or seek the advice of a superior who has been with ATT for more than 5 months. Good luck to all who venture here. read more

Nice store, friendly employees, good service. Alfie was tremendously helpful in explaining the plan options to me and porting my number over from Verizon. Even though I had bought my own unlocked phone online and was signing up without a contract I still received excellent service. I will definitely go back to this store and ask for Alfie by name. read more

Never even acknowledged me with 0 other customers in the store! I waited about 15 minutes before I finally found a kiosk in the corner that I was able to do my business needs on. I wouldn't want to interrupt the 4 employees that were sitting at a table playing on their phones, laughing & chatting with each other. Once the kiosk didn't give me my full change back I had to and the guy seemed baffled that I didn't get my change back & seemed unsure what to do. Never even thanked me for coming in, apologized for not speaking, nothing. read more

Worst customer service ever. Rude and insulting. They were wrong about the info they provided and instead of correcting their mistake they simply refused to help. At all. Been with AT&T since they purchased cingular wireless.. based on this experience I will do business elsewhere. read more

The absolute most incompetent staff of any commercial store anywhere. I came in three times in 4 weeks to have my order issues resolved to learn that each representative at each visit had resigned and none of them resolved my issues. I was charged twice and have yet to receive my phone. It's been two months! Moreover, the staff are incompetent, lazy, rude, and have personal conversations while ignoring the customers. read more