Julian was extremely helpful and caring when getting my devices I appreciate the time he took to explain everything very carefully to me. Thanks for awesome service!! read more

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

NEGATIVE 10 STARS FOR AT&T ON PLEASANT VALLEY IN WINCHESTER, VA! Absolutely HORRIBLE customer service. My mom is on my phone plan and was having issues with calls and text messages not going through. She went into the AT&T store on Pleasant Valley, not asking for account information, not trying to make changes to the account, and not asking for anything complicated. All she wanted was for someone to LOOK AT HER PHONE and see what was wrong! Instead, the employee who seems to have a reputation for complaints told her I needed to be there in person with my ID before they could do anything. My mom called me while she was there, and they gave her the EXACT SAME ANSWER. MAKE IT MAKE SENSE! ‍ We're talking about a simple phone troubleshooting issue. Nobody was asking for private account details or permission to access my account. Just a little common sense, customer service and a willingness to help someone who walked into your store with a problem. So what did my mom do? She LEFT AT&T, walked right around the corner to T-MOBILE, and guess what? They were MORE THAN HAPPY to look at her phone, figure out the problem and FIX IT! SHOUT-OUT TO T-MOBILE FOR ACTUALLY UNDERSTANDING WHAT CUSTOMER SERVICE MEANS! That's what going ABOVE AND BEYOND looks like. That's how you earn customers. You don't turn someone away over something you could have at least tried to troubleshoot. AT&T, you just gave my family another reason to take our business elsewhere. I'm seriously considering canceling and switching to T-Mobile ASAP. Why should we continue paying a company that can't even provide basic assistance when another carrier around the corner is willing to help without making it a whole production? CUSTOMER SERVICE ISN'T JUST ABOUT FOLLOWING RULES. IT'S ABOUT ACTUALLY CARING ENOUGH TO HELP PEOPLE. And to the Pleasant Valley AT&T store: sometimes all it takes is five minutes of effort to keep a customer. Instead, you might have just lost an entire account. T-MOBILE: THANK YOU FOR HELPING MY MOM WHEN AT&T WOULDN'T. YOU EARNED THAT PRAISE TODAY! #ATT #ATTCustomerService #WinchesterVA #PleasantValley #HorribleCustomerService #TMobile #CustomerServiceMatters #TakingMyBusinessElsewhere #DoBetterATandT read more

I had a terrible experience with service to switch my new phone and watch to our current account. The man who was assigned to help me repeatedly insulted me, generally treated me like a moron; scolded me several times that I had not done what he told me to do; doubted that my watch was made by Apple [ "Where did you get this watch?" he demanded]. The only thing this rude man did that was decent and respectful was to open the door for me as I left, something I imagine management requires. Management probably knows who this is and should deal with it. read more

Well, I traded in my old phone to get a new Apple 16 and every sales staff in there accompanied me and was extremely kind and helpful

Terrible experience. I walked in 10 minutes early for an 1130am appointment. I wasnt even acknowledged until I had to finally walk up to the counter at 1135 where the two employees not with a customer were standing around gossiping. Their attitudes were terrible and then another 10 minutes passed until I was finally seen by who appeared to be the store manager named Zack. His attitude was even worse. Aggressive, rude, unhelpful, and condescending. At best Ill never go to that store again. Im seriously considering moving my family's account to T-Mobile. read more

HORRIBLE CUSTOMER SERVICE. Absolutely ridiculous. Been held captive 30 minutes so far waiting to speak with someone.

Helpful and good-sized staff. There were at least four people working in the store and they all seemed very knowledgeable. Justin helped us and was awesome finding savings for both our choice of phones and plans. Reasonable selection of phones but not all of them are in stock. A couple of customers did not get the exact phone they were seeking. Recommend one make a reservation, during my visit I noticed multiple customers come in and later depart because they were not serviced in a reasonable time. If you are concerned about COVID, the store follows all of the state requirements, is clean, and has plexiglass on the table to separate the staff from the customers. The only downside was the store manager who seemed to me like he was on a power trip and gave the place a negative vibe but he could have been having a bad day. Your experience may vary. read more

I am giving 3 stars solely due to the manager, otherwise it would be 1. I replaced my hot spot puck about 5 months ago at this location, the guy that sold it to me was competent and I think did a good job, however, it would only connect 5 devices and it should connect 10. I took it back about 2 months ago and a different salesman "helped" me. This guy already had the attitude that I was disturbing him, when I explained the issue he worked very hard to be of no use whatsoever, told me to call the manufacturer. I did call, only to get a huge run around and told they don't fix that kind of issue (this is Firstnet so it's a little different). I took it back a couple days ago but brought my lawyer wife (I'm military and tend to react in a more aggressive manner where she does the "let me explain how this is going to go" manner), we happen to get the same guy...with the same attitude....and a continued willingness to be useless. He gave us the same runaround only this time we had him call the number (he did not want to do this) and he was given the run around as well. After the call we pushed and he took it to his manager Chris (good dude), apparently, it was fixable by them and Chris did so...in about 3 minutes, now it connects 20 devices. I have no idea why the first guy did not want to help or why we had to waste 15 minutes to get him to even call the number but that's how it turned out. So to the salesman, thanks for nothing, to Chris, you saved your company about 32k, my wife is working on a contract with AT&T for her customer as the service and our system works great, I only hope your district manager reads these things. read more

I was told that my bill total would be $75 for one line one watch and the second watch would be free. My bill is now &150 a month. Guess what. AT&T can do nothing. All the charges are correct. My little sister had a similar experience where her bills were jacked up and had to go back 3x. My aunt who was with me that day and only opened her own account taking her numbers off my plan received charges for $600. It too 12 hours to fix her issue. These sales people rack you up for commission then your stuck. First bill comes out well after the return period. read more

Excellent service. Walked in hoping to hear some info about hot spots. Ended up switching my service from Verizon over to at&t. Thanks to Chris, the assistant manager, got me all squared away read more

Jafet, Thank you for your quick fast and courteous service thank you for downloading a program on my phone to transfer my contacts You made it completely painless for me. read more

Very disappointed, used to come here and see great younger guy named Jose but he was not here today. This staff is incredibly slow and not at all helpful and pretty rude. I'm actually writing this sitting here waiting to add a phone. They have a waitlist but the staff hides in the back to avoid actually doing any work. No sense of urgency. They sit down and bs with customers to waist time. About 4 people on the wait list but sales people keep disappearing into the back. Another customer just walked in and got a hug from one of the sales people, went right to front of line. Seriously all of the other customers are looking at each other. At this point I'm only staying for the amusement factor. New sales person out from back to put on the football game. Now he's reluctantly helping someone on the list but obviously so he can watch game. Now the guy that looks like manager sneaking into the back room also. Been sitting here a half hour and maybe they have helped 1customer. Awful. Go somewhere else. Update: I left and went to the ATT store in Fairfax. Was in and out in 30 minutes and the staff was actively helping folks the entire time. read more

At AT&T my boyfriend and I dealt with Ramon, to start he seemed friendly. Then, once we starting asking questions it took a turn. It took way too long for every task he had. From porting our numbers to asking about plans. Everything he did, he would complain about it as he did it. He should not be working for AT&T, simply because all he did was bad mouth the company but I haven't even started on my issues. The first time I went in was on 3/12. My boyfriend and I were with different carriers and wanted to switch to AT&T because it has the best service where we were moving. I had a lease on my phone with Sprint and still had roughly $350 left to pay it off. I stated that I wasn't going to switch over quite yet due to my lease. Ramon assured me that if I ported over my number and traded my phone in that once AT&T received the phone it would be payed off. So I thought "you know that sounds great, let's do it". Throughout our 2 hours waiting at the store Ramon finally ordered our phones...we thought. Our account was created and I logged in to ensure we had access. When I logged in, I realized that my boyfriends name (the account holder) was spelled wrong. I told Ramon and he told me "I'll fix it next time". I paid the deposit on my phone and we go to pay the deposit on my boyfriends and it is more than double the amount we were told it would be. When we asked why it was so much more than we were told Ramon replied "that's just how it is sometimes". After we left and I was checking emails I noticed that we only got one email for the order. Seemed strange because it said only one iPhone was ordered: mine. I thought hmm, maybe it was a glitch in the system. Since it was only 2-3 days until it was supposed to be delivered we waited patiently. On the 14th of March: it arrived, one phone. Not two. We went back to the store with questions and we were quite fidgety because we did NOT want to wait another 2 hours. Unfortunately the only available agent was Ramon. Porting my number over was simple. When we asked what happened to the order for my boyfriends phone he couldn't give us an answer...for 45 minutes. Finally he says "it wasn't approved". Keep in mind we paid $700 only 2 days prior just for his deposit alone. So at this point we are both ready to walk out and go to another store to deal with someone else. Ramon's manager said there was a phone in the back that was the same one my boyfriend wanted, just another color. So after 30 more minutes of reversing the transaction of $700 and having to pay it again..which was absurd. I asked Ramon again about the misspelling of the name on the account. He told me he would get his manager to approve the change and came back 5-10 minutes later saying it was corrected. I checked the account again, no change. He informed me that it may take up to 24 hours. Here we are 26 days later and it still isn't changed. I was charged my normal monthly payment from sprint which I found odd that if I ported over and got everything switched on the 14th it should have been a partial payment. But I didn't worry about it too much and paid it. Last night, I got an email about the remaining amount for my phone lease with Sprint. So today, 4/7 I call AT&T to see what is going on. After being on hold for 25 minutes waiting for a customer service agent to speak with. She told me that the promotion that I got was just for the trade in. Which would take a portion off my monthly payments but would not pay off my bill with sprint. I told her I would have waited but the agent that I spoke to was very clear about my bill being paid off and that "you don't have anything to worry about". At this point, I'm disgusted. My experience at this AT&T store was not pleasant and now to find out that I wasn't told the truth?? If you want to go to this AT&T, avoid Ramon at all costs. He made too many mistakes to count and if I could give a zero star review I would. The experience that I have had thus far with AT&T has already made me want to switch to another carrier just so I don't have to deal with the extra fees and lies from employees. read more

Incompetent & Waste of Time! We came into the Winchester store on a Sunday afternoon looking for help with adding a line, exchanging over 5 phones, and switching account over to a business account. After spending 40min in the store talking with Ray Minor I was told he would call me the following Wednesday and he would have answers and phones ready for me. I got no call on Wednesday and no call Thursday morning. So I called stating that the phones were not working correctly and I had no more time to wait for answers, could someone please help me? 30min later I get a call back from Ray again stating he didn't have any answers and didn't know where their manager was. (Really) Who has time for this garbage! read more

I have been a customer of AT&T for several years with an older family plan. Went to the store to upgrade our plan and my iPhone. I was first in the queue, but they waited on most people that came in after me. After waiting 20 minutes to be helped, I left the store. That was the only time that I was acknowledged. They wanted to set up an appointment for another time so I am opting for another Store/Service Provider. It would have been an easy sale if I was not treated so poorly. read more

If it wasn't for Nidia Bonilla, I would have dropped AT&T after four years. A bright, intuitive and understanding individual who is one of the very few AT&T employees that is competent. If you need help, specifically ask for Nidia. If necessary make an appointment to see her. When you need the best, sometimes you have to wait in line with the rest to get the help you need. Thank you Nidia! read more

I went in as a Verizon customer ready to switch and looking for a very specific phone. Was greeted right away and no waiting, although the store was busy. The rep was very professional and helpful. They had the very specific phone I wanted AND then I sat back as he did everything! Very pleased from start to finish, all employees were great! read more

I throughly enjoyed my experience with Asia on June 12, 2018. I needed a new phone and some serious hand holding. She was patient, professional and very well informed. This location will be my go to from now on. Thanks Asia. Judy read more

By far the worst customer experience I have ever had. It started with walking into a store devoid of customers yet still completely ignored by the abundance of employees who were quite busy chatting amongst themselves. This was followed up with an employee given me erroneous information and when I had the temerity to question what I was being told, the manager interjected himself into how conversation and started yelling at me. I walked out and switched to Verizon. read more

The salesperson flat out lied and took advantage of my phone situation. If I could give no stars I would. I went in about three weeks ago because my iPhone 7 was broken. I was told that this was not a problem that could ever be fixed. I said I was ok with upgrading but didn't need the latest and greatest. The salesperson talked me into a new iPhone 12 based on what would he cost efficient supposedly because with the promotions for tradeins it would be the same price. He promised me $800 in credits to offset the cost of the new iPhone. I ended up having to upgrade my plan for this. After setting up my phone by myself at home I brought back my old iPhone and I was told it didn't qualify for the 800 rebate and actually that it had ended. So now I'm stuck with this expensive phone or I am responsible to pay for restocking it. This is my second terrible experience at this store. I will never be back! read more

Very poor customer service. I waited 30 minutes for help only to be told the manager would put my name on a list for when another sales rep was ready. I told him how long I had waited and I just wanted to pickup an online order. A sales person helping someone else made a rude comment to me and they made me wait even longer. read more