My Apple SE phone died. I have been a customer at this venue for 14 years and always pleased with the service. It is a high volume store and presently, renovating. Went in on a Wed night only to get HORRIBLE service from Abu, indifferent, unfocused, lackluster. I left dissatisfied when no one stepped in to assist. Called the manager, Sadir Haider, the next morning. He was very apologetic after I explained my situation. Told me to see Alvin if I wished to return to that store. I was pleased with his response. I came in to see if it would be backed up. Alvin was spot on!! Faith restored! He was thorough, knowledgeable, with strong communication skills. He was focused on helping me. Went by again today, was having trouble with reception. When Abu came out to "help" me I asked for Alvin. Alvin was at lunch so I returned in an hour. Alvin remembered me, looked at my phone, maintained eye to eye contact. Mr. Haider, the manager, also came out to introduce himself and thank me for my continued patronage. He also looked at my phone. He had Alvin set me up with a Pro-Tech phone appointment tonight (at a time of my choosing.) Thanks Mr. Haider and Alvin for being the professionals I am used to dealing with read more

If I could give this store zero stars I would. Service by Victoria was downright awful. The incompetence by the employees here. How hard is it to give someone a phone they purchased online. Will be filing several complaints with corporate. read more

SCAM ARTISTS. They will add numerous protection plans on your phone upgrade without your knowledge. No reciept or anything when upgrading which I found very strange. Claimed it would be emailed but they just did that to bypass all the unnecessary charges for their COMMISSION read more

I was there getting a new phone activated that I ordered online from AT&T. I traded my old phone in for a new iPhone 13. The online phone I ordered had an account that went with it. When I went to this AT&T store they created a new account for me and put a 799.99 device on that new account they created. My experience with AT&T went down hill from there, from collections from AT&T to billing disputes to many hours on the phone with AT&T trying to get rid of the false account started for me at this store. Took five months of headaches and meetings with management of this store to finally solve the false account. I would stay clear from this store at all costs they will make your life miserable and they definitely are not apologetic. For warning do not do business with this store!!! read more

They activated my new iPad without any hassle and they were very courteous throughout the process. Their system was running a little slow so it too about 25 minutes and they had to start over a few times. But other than that the service they provided was exceptional. read more

Visited the store on a Sunday. Two people being served one person ahead of us. We waited 40 minutes and at no time did anyone check in with us, take our name, say "sorry for the wait." Nothing. It was like the people waiting were invisible. It's interesting how many reviews of this place are either one star or five stars. Definitely one star from us. read more

I went to AT&T today in hopes of changing providers. I met with Anthony. He walked me through the process of what I had to do to change providers and still keep my same phone number. He was very friendly, and his customer service was exceptional. I had an amazing experience with him. He went above and beyond, and he was extremely patient. Ask for Anthony when you come in! read more

Unprofessional staff. Very bad experience! Disrespectful and do not know the answers to simple questions and lie instead of telling me they just do not know. Will never return to this store! read more

If there were an option for 0 stars this place would get it. Brian the manager is rude and so condescending I would be embarrassed to have him managing a store if I were in charge. After 17 years with Cingular/ATT I am moving on. So disgusted and upset by treatment and wrong information at every turn. ATT should be ashamed. So should Brian at Duke St store. read more

These bamas tried it today!!! Got the wrong one. I guess you can't walk an inch in the store without going through this lady with an iPad. Octavia is her name. No professionalism. I looked at her like really?! I really need to exchange my iPhone for another one because it's been intercepted and fumbled for 2 yrs but I can't deal with sloppy bad attitude service when I'm purchasing a product. Don't waste your time coming here. Go to another location. Hence the current 11 reviews and 2 star average. One star is not even deserved but I needed to tap something to write this review. read more

-0 stars. Attempted to receive service at the store twice with assistance pertaining to an upgrade and was turned away. Manager refused to come from the back to assist me. I called customer service while in the store and they were not able to help either. Disappointing and waste of time. read more

This is clearly a review of the staff at this AT&T store - and not my opinion of the AT&T service as a whole. Just wanted to say that. If for whatever reason you're on AT&T you're going to be well served by the folks here. I've been a fan of them for years in fact. But last week I came in here to upgrade both the phones on my plan. Everyone there was supremely nice to deal with and helpful, without being pushy. But Elana patiently worked her magic with me and all my little requirements, got both my phones upgraded plus a tablet and still managed to reduce my overall bill by looking at my usage history and make some astute suggestions. I've never walked out of here without having whatever reason I walked in addressed completely and very professionally. And I'll happily keep returning for as long as I have AT&T for my service and live in the area. read more

I came to this location 30 minutes ago to pay a bill on a business account. Christian checked me and left me sitting for nearly 20 minutes waiting for a staffer to look up my account. Meanwhile he did nothing but search the system (helping no one until a group of 3 came up to purchase a cell phone case.) Octavia conducted a personal conversation with a customer? the entire time I was there. I now know all about the jobs she and her family members enjoyed while running a restaurant. Never once initiated a transaction with the young lady she was talking to except to plug some information into her cell phone. The other attendant was "helping" a nice looking man and she never managed to move or finish her conversation while I was in the store. After 5 more Customers came in, Christian motioned me over and began to help me by being unable to find my account. Fortunately I brought my device in otherwise who knows! In 2 minutes I was done. Finally. Nice job guys! You made a quick chore so unfavorable I felt forced to warn others away. I see most of your other customers really like you too! read more

Manny did a superb job helping us figure out the best iPhone and iPad based on our needs. He helped us with a military discount as well. We had made an appointment and in a couple of hours, Manny walked us through the set up and helped us seamlessly transfer data from both old devices to the new ones, helped us set up facial and touch ID, and made sure all our apps were working. We liked AT&T before, but really appreciate such great customer service from representatives like Manny. read more

I have been a loyal customer of this carrier and yet customer service sucks at doing their job! They will hold you for an hour. If not, they will keep transferring your concern to different departments until the last call drop without any resolution to your problem! Specially, when it comes to billing and getting your credits if you avail their promos. Had to go to the store and talk to manager yet the same process. Even the manager couldn't help with direct call to main dept. authorities. Problem still ongoing and it's been 6 mos now. Beware of all the promos, there will be always a catch. read more

I dare you to try and get them on the phone. I've called them many days & multiple times- no answer, just the phone eventually disconnecting. At least that's one thing you can rely on them for. read more

I have a number of AT&T phones and last year purchased their extender called Night Hawk. The store was helpful in getting the modem set up and I used it for about a year when, for what ever reason, it stopped one of it's features. I took the Night Hawk into this store for assistance to be told by the Manager that they are sales people not Technicians. I reaffirmed that over the years the store has always been helpful when I have had a technical problem to be looked at blankly and told again the an AT&T store is there not to be of any technical support but only to sell things. I have never experienced more incompetence. read more

They act all helpful while sneaking in unnecessary insurance which I specifically did not want and in fact refused. Do not go to this store. This is the second time they tried to pull this scheme with me! read more

Braden was phenomenal. Excellent, helpful and enjoyable service. I used to hate coming to any phone store but because of Braden, I will definitely come back if I ever have any issues. I literally want him as a best friend. Dude was awesome. Thank you read more

Went for a late lunch hour. They were slammed, I get that. I registered, retreated to read, and tried really hard to wait patiently. It was extremely difficult to do so, as I watched one associate literally try out a new hair product a customer handed to her, and a manager tending to the descriptions instead of helping customers, which just fueled my frustration. With a full storefront, you'd think they'd show *some* sense of urgency, but you'd be wrong. I was finally helped by the manager who was tending to product descriptions before, and she was nice, but that did me little good, as I almost immediately had to leave to get back to work. She did kindly offer to replace my phone for $650, but apparently my reaction to that frightened her, because she hastily handed me my phone and acted like I'd just punched her in the face. (I feel sorry for the guy who called "thanks for your patience" as I walked out the door, because if looks could kill, he'd have been dead as a stone. I'm sure he was trying to be nice, but it just felt like salt in the wound.) What do I want from them? Show some urgency - act like my time is valuable. I'm not asking you to rush other customers, but perhaps it's not the best time to be restocking the floor or beautifying? I'd think that would be common sense, but apparently not. PS - your hair looked better before you put the goop in it. read more

If I want to pay full retail price for an iPhone why would you try to get me on the stupid NEXT plan that I don't care for? I wouldn't have any hassle at Apple. Plus, I had to spend an extra 30 mins on the phone with customer service to fix my plan because the store sales rep did something to my account where I ended up paying an extra $25/month. Not going back. Ever. read more

Came here last weekend to switch over to the iphone 4s from my old 3gs. Kasi was super helpful with the transition! She even volunteered to put on the screen protector, she did such a good job that you can't even tell there's one on (according to her scotch tape does the trick!). I highly recommend her! read more

Just got off the phone with AT&T customer service after I realized I am paying $10 per month for 2 years for something a salesperson at this store pushed on me and promised would be completely free. The customer service rep basically said they have no control over what these retailers say and that they work on commission and will say anything to make a sale. Said I would have to work with the store to address the issue. Somehow I'm not optimistic about that. read more

For once I had an absolutely wonderful AT&T store experience! I was greeted immediately & helped quickly. Ian was extremely knowledgeable & friendly & not pushy at all as I was going through the different Direct TV & internet packages. Quick, simple, friendly service. I also noticed as other customers came in they were warmly greeted & helped quickly. A few older people came in & the staff were patient & attentive. If you need to come into AT&T I recommend coming to this one!! read more

Ivette was very helpful and professional today when I visited the Duke St AT&T store to have my service transferred. She greeted me only moments after arrived with a smile and a desire to take care of all my issues. I was cranky, after a challenging day, but she was able to transfer her positive attitude to me and I left a satisfied AT&T customer. Thanks Ivette - your card says friendly expert and you are! read more

Terrible customer service, rude, and unprofessional. Go to a different location to save yourself the trouble and not waste your time here.

Went in to Duke St AT&T In April 2017 to switch to unlimited data. I was surprised that they offered unlimited data whileI was still paying my daughters' overages. Mo, helped me and then he offered to "bless" me with anything I wanted from the appliance wall, he felt bad that my bill had been so high for so long. I was skeptical that it would really be free, but he assured me all I had to pay was the tax. Chose an iWatch for my daughter. I find out a few months later that AT&T had been charging me $44 a month for my "FREE GIFT". In September as I complained about being ripped off, the dude helping me said I was about the third person that week who had come in to complain about Mo. This is not a big store - everyone working there the night Mo gave me my "GIFT" heard our conversation. Turns out Mo was fired, and who knows how many people he duped with his "FREE GIFT"? The manager, Arron Katz kept me waiting for hours only to say he could only shave $100 off my bill. The second time I went in at the urging of the AT&T Fraud Department who set an appointment for me, Arron Katz refused to come out of the back room. I continued what felt like an epic struggle to get this taken off my bill. I prevailed, but only after 2 visits to Duke St. and 2 hours worth of phone calls. Old Mo made around $15 worth of commission ripping me off and I am certain most of the employees there at the time heard him. And many people were coming back in months later to complain. AT&T began by saying to me "If only you'd found out sooner". I have been an AT&T costumer since 2005, I read my bill from time to time and work to get the number lower. But I was ripped off and they came very close to getting away with it. Please take my advice, read your bill and look for a different carrier. I know I am. read more

I always get surprised when I see such polar opposite opinions from mine, but I guess it's true that people are more likely to leave a bad review than a good one. The staff members at this store are friendly, and we enjoy coming here as much as one can enjoy coming to an AT&T store. Shout out to Ivette who's helped us a couple times. read more

I'm really happy with this store: they provided a very fast, friendly, and efficient upgrade experience to the iPhone 4s. The agent that helped me out recommended a modification to my wireless plan that saved my $20/month. I have moved a lot and worked with multiple AT&T stores: this location on Duke St. in Alexandria is the best so far. read more

OMG.... very Rude dont know the basic Tech to guid customers .AT&T is always about sale,sale,sale and commission not Customer service little they know that without customer they will be Nothing this location umm worst ever seriously avoid gong .. read more

Very unhelpful and uninformative staff. We were told several times over the week to come in for a product on a promotion price. When we got there, they refused to sell the product to us at that price as they claimed the promotion ended mid week (spoke to Octavia that morning and she also stated the product was on sale when we initially walked in today) Staff was rude and unhelpful. read more

The store was very busy when I walked in but I was asked for my name for the cue. I was told it would be 15-20 minutes. I sat and watched two customers get serviced for 30 minutes each, one had two employees sitting with them for some unknown reason. Around 40 minutes later, two other employees appeared from the back and one asked if I've been helped. I was fuming at how long I'd been waiting and how inefficient and inconsiderate they were to not have come out earlier. However I was helped eventually after 45 minutes of sitting. read more

I went there with my son the other day, after being instructed to do so by a call representative. The representative noted my account and assured me that I should not have any problems with exchanging my phone for another phone, especially since I was within my 14 day trail period, as well as being given a faulty phone to begin with. When I arrived to the store I was greeted by an employee , as to which I explained my situation and asked if he could look up my account, because everything should be noted already by the representative, who set up my appointment . He then takes me to his manager , FIRST she calls my phone with her phone and says she don't hear anything wrong with my phone... MIND YOU we are FACE TO FACE, so you Wouldn't hear the audio problem anyhow because we are so close in range. She then makes a determination that my phone is Fine and that it's my "Sim card" how do u come to that conclusion without physically testing my phone on the machine?? She then go gets another manager Daijuan Davis who Automatically sides with her.. his whole approach to me was like" it's her word no matter what I say" he didn't smile, he didn't introduce his self NOTHING. he comes up to me and says "if u want to exchange the phone you have to pay $45, once I explained to him that I was told that it would be an even exchange, he goes in the back and comes out and says that I have a "claim on my phone" . After I explained that I never filed a claim, he goes in the back AGAIN comes out and says ..there's nothing wrong with your phone, we can give u a new Sim card. I asked how do u know that, when u never tested my phone, you only made a phone call?? He says do u want us to test the phone or not? As to which I said, u already came to a conclusion that nothings wrong with the phone, without testing it ,and he says Again do u want us to test the phone or not?? .. I was just in disbelief, because it seemed they were against me from the beginning and Now making it so HARD to exchange a phone that I had a right to exchange.. Even my12 year old son was like mom why do they seem so mad?.. I eventually left, and called another store, whom apologized on This stores behalf and said that all the manager had to do was Waive the $45 and exchange my phone, instead of being so rude to a customer... they really should be required to have more training on CUSTOMER SERVICE because under NO CIRCUMSTANCES should I have felt the way I felt when I left . I have already Filed a Former complaint as to which I hope action will be taken. read more

Very mixed feelings about this store. The good news: they took a lot of time with me for just a screen protector; The bad news: they will tell you anything to make the sale. They told me the manufacturer gives a lifetime warranty but neglected to tell me you have to BUY the protection. The salesperson told me I could return the item if I didn't like it. Now they say it can't be returned. This was by phone so they will see me soon! read more

My boyfriend and I visited this location after I unfortunately had my iPhone stolen. Luckily enough for me I had an old phone that I could use temporarily until I was eligible for an upgrade. I've had some pretty bad experiences with at&t customer service in the past so I was a little hesitant about going inside. However, the second I walked in I was pleasantly greeted and assisted right away! (So rare) I explained my situation to Elena and instead of making me feel like an idiot she was extremely sweet and sympathetic. She started working on my phone right away and before any final adjustments she made sure that there were no other options for me. I was extremely close to accepting one of her alternatives, but I just didn't have enough money at the time. My boyfriend was so comfortable with her service he even thought about dropping Verizon right then and there! I am definitely going back to this location in a few weeks to take Elena up on one of her offers, she was awesome! read more

Worst customer service ever!! The manager I encountered at this store was a complete idiot. I purchased the Jawbone headset online, and since it wasn't working properly, my online receipt told me that I could return it or exchange it at ANY store. So I went to this store off of Duke Street. I told the manager I wanted the headset to be replaced, and for some reason he could not get into the system . I asked, "why not?", since he was the manager, he should be able to get into his own system. And he replied, "because it's ILLEGAL" and said it very loudly, as if it were MY fault that he didn't know how to use the system, and obviously he was not very good at explaining situations to customers. He was a complete idiot and I don't know how he got to be the manager. I asked for his name and he refused to give it to me - what a chicken. I went to another AT&T store down the street and they were able to help me in 5 minutes. This store doesn't even deserve a 1-star. It is HORRIBLE. read more

My fiance came to this location to start a new plan for us since we are getting married soon and are both on our family's plans on other wireless services currently. Not only was the manager unhelpful and rude, the rep who offered to help him kept getting busy with other customers and did not offer to have someone else help him in the meantime. Furthermore, the other reps who were clearly not busy (strolling around the store) kept pretending to be busy with things when my fiance asked them for help. He ended up leaving the store and filing a formal complaint for such poor service. I understand that this is not everyone's experience here but this type of unprofessional neglect should not be acceptable in any circumstance! In short, he spent over an hour at this location and came home with no phones, now he is out at another location hoping for better luck... Very disappointing considering we are trying to open a new account with them which makes them MORE money! read more

I came in on my birthday to cancel a phone line and to transfer my remaining line to the cancelled phone.I mentioned that it was my birthday to the salesperson. He was so friendly and helpful. Once all the dust had settled I walked away with what was said to be a :FREE," tablet, phone,. a cover for the phone, a Bluetooth thingy and supposedly a significantly lower monthly bill. Two months later my bill is $250. I find out I am being charged $10 a month for the free tablet, plus $50 for the tablet that I stopped using due to charges after the first billing cycle. There are charges now for all the accessories that I was told were free,things that I would not have purchased at all. I will now be charged $149 to cancel this free tablet. I have been a patron with AT&T for a number of years and I cannot believe that I was so blatantly taken advantage of, and on my birthday! WHEN i TRIED TO RETURN EVERYTHING i WAS TOLD i COULD NOT. I am cancelling my service with AT$T altogether. I am outraged and totally disappointed... read more