Horrible. Avoid this store. The woman working there is outright hostile to customers. I saw her be rude and dismissive to a couple ahead of me. Then when it was my turn, she spent her time not trying to understand my issue but to condemn the apple support people. And as the issue got more complicated, she blamed the apple people and told me I should go back there. When I told her I was told to do things based on ATT reps she said they were misinformed. I left for the Apple Store and they solved the problem. she needs a lot of retraining. I think she might be bitter she didn't get a job at the Apple Store. I wasn't the first Apple/ATT person who had this experience per the Apple Store. This visit was Sept 1 afternoon. BTW ATT loooooves to send surveys but never seems to want unsolicited feedback. read more

Avoid this store!! They have no clue what they're doing here. They ordered me the wrong phone, didn't give me any tracking, and now they cannot find the record of it being sent back to AT&T corporate after it sat "in the back" for over a month. I'm now out $1100 as a result of their incompetence. Go to another store or to Verizon. read more

AJ at the Bethesda AT&T store is a total rockstar. On a crazy busy day -- with only him on the floor -- he was helping five customers at once and somehow made it look easy. He was calm, professional, incredibly polite, and laser-focused on solving everyone's problems quickly and correctly. Normally anything phone-related makes me break out in hives (think: DMV vibes), but AJ completely flipped the script. Thanks to him, what should have been a stressful nightmare turned into one of the best customer service experiences I've had anywhere. If the world had more people like AJ, we'd all be in a much better place. AT&T, if you're listening: give this guy a big fat bonus, a promotion, or at least a week off somewhere tropical. He absolutely deserves it. AJ, you were phenomenal -- thank you! read more

Worst customer service I've ever experienced. A man named David screamed at me on the phone and hung up on me. I explained it was my birthday and I wanted to upgrade to a 15 pro-- I've never been disrespected like that in my life. I gave him the breakdown of my current bill and trade in value. Absolutely ridiculous. ***update*** went back in and one salesman refused to turn off his basketball game while I sat and asked questions about my phone plan and when I said "excuse me" he replied "you're excused". Carlos should not work in sales. Please don't shop here read more

Worst store ever. Traded in iPhone but they ordered the wrong one. They never sent it back to AT&T so AT&T tried to charge us for it. I called the store twice and was told it had been back to the warehouse. I was on a chat call with AT&T for 3 hours and told the store must have it or it was lost. I would have to contact the store. I went to the store and they had it on the back shelf. They told me i had to send it back. I ended up going to UPS who charged me to send it back. Worst experience since issues with Sprint. I hope i get credit for the phone that is on my bill. read more

This store encourages employees to commit fraud using illegal "slamming" tactics to meet sales quotas. Stay away. After a recent visit to trade in my iPhone, I discovered that a sales rep had enrolled me in NextUp and added insurance to my line without my consent. That alone is unacceptable, but it gets much worse. Their sales representative fraudulently opened an "Internet Air" account in my name, using a completely fake email address I've never seen or used. I only found out about this account after receiving automated collection calls stating I owed a balance on an account I never knowingly opened. When I called AT&T customer service, they couldn't help because the fake email meant they couldn't verify the account with me, the actual person whose name and info were used. This left me terrified that my identity had been stolen. I spent hours calling credit bureaus to freeze my accounts, only to find out after calling this store that an employee created the account for me as part of a "promotion." AT&T employee Michael casually admitted they've done this to other people too, calling it a "free trial" that just "cancels itself." Really? Then why am I getting collections calls for a balance? Why did your employee create an account behind my back and use a fake email so I couldn't access it? Why am I left cleaning up the mess from something I never agreed to? Michael could not answer these questions and tried to gaslight me, saying it was probably an old email or someone else's on the account. It wasn't. It was a made-up Gmail address that the employee typed in. Opening accounts for customers without their consent is fraud. This behavior is called "slamming", which is illegal under federal law. Do yourself a favor and avoid this location and their morally bankrupt employees, who clearly cannot make sales goals without resorting to blatant theft. I have reported this disgusting behavior to the FCC and FTC, and I encourage any other victims of this store's tactics to do the same. read more

Be very, very careful when purchasing and taking advice from the sales people in this store. I just experienced a bait and switch ordeal and no one is willing to reverse their misguided course and advice. One day I was offered a fantastic deal, only to find out 3 days later I was majorly misinformed and misquoted. Now the phone and plan are costing me hundreds of dollars more than originally quoted. Beware. Find another store, speak to AT&T directly, or find another carrier because these guys cannot be trusted. read more

I appreciate that we are in a global pandemic and businesses are doing their best to adapt to this new environment. I appreciate that the staff were all wearing masks and the store was clean. I went into the store to see if I could pay off my daughter's phone that is part of my plan and also inquire about upgrades. I was told that I could pay off her phone but that if I paid a cheaper amount that I was eligible for an upgrade. Since this seemed like a pretty decent offer, we decided to proceed. However, the process was exceedingly slow and I was required to enter my SS number numerous times and it didn't seem like the sales people knew what they were doing. Ironically, the store seemed to be experiencing a bad connection and their computers were not working properly. After 30 minutes with no end in sight, I asked if I could just pay off the phone and not complete the upgrade since I just envisioned that would take another hour at least. When I made this request the manager asked if I had made an appointment. I told him that I did not and didn't realize I needed to and certainly would have had I known that was their process. I wish when I had entered the store they had advised me that I should make an appointment. This was not communicated initially. The staff did their best to be professional but I did not appreciate that the manager then made a disparaging remark about me within earshot of my daughter. And for the record, no I don't think that my time is more important than others and frankly I wanted to warn the customers coming in after me that they may want to go to another vendor. I have been a customer of ATT since 2001 and have never encountered anything like this. I was extremely disappointed by the service I received. I will never patron them again and if I want an upgrade, I will go around the block to the apple store. And to add insult to injury, when I got home we realized that they had changed the SIM in my daughter's phone so now I must find another ATT store to correct their error. Incredible. read more

I want to thank and compliment Dwayne and Sharanda for the pleasant experience. My Wife's phone died Saturday and were looking for a replacement. Dwayne walked us through our options. He showed us an IPhone that fit our budget. When he looked up our account he found that we had insurance on her phone and arranged for a replacement ph The atmosphere was relaxing and fun . . Sharonda took care of the other customers while Dwayne took care of us. read more

Very good experience there today. Tristan was very helpful. He spent time with us, answered all our questions, and moved everything along very quickly. He also helped other customers who were waiting while our phones were being set up. Will go back again. read more

I had a somewhat similar experience to Susan, but I was silly enough to take the Ipad. Get a free Ipad Mini when you buy a new Iphone 7! The deal was so shiny! All I had to do was buy a "case" for my Iphone and the Ipad Mini was free. The charge for the Ipad Mini was 10 dollars a month. That's all! Or so I thought. For the past few months since I went into this store, I've been finding random charges on my bill. I feel completely bamboozeled, hamshanked, given the old one-two, given the one-two-three-four, slid the rug out from under me. I should have known to just walk away after they kept trying to sell me Direct TV. I had told them several times that I did not need a cable service and that we were very happy with RCN. But they were insisting that it was cheaper, and that I would just have to keep the cable box in my closet in a cardboard box. After I inquired about the fees racheting up after the first year, they tried to explain that they would then give me gift cards or something and I was like "no no no no no no... Not doing it" For my Iphone/Ipad: Charges they didn't tell me about: 20 dollars a month for the Ipad to share data with my phone's data. Charges that I didn't ask for: Insurance on my ipad (didn't ask for nor want that) Insurance on my iphone; the fact that they would put insurance on my iphone is pretty bold. Pretty bold considering I bought apple care insurance through apple. When I was talking to the AT&T customer service people later, they guy was like "Oh... but apple care insurance doesn't cover XYZ" and I told the guy "Actually, I'm looking at the Apple Care insurance plan which particularly states that it covers exactly what your saying." The whole experience I felt like I was dealing with a used car salesman. I was so excited to get the Iphone 7 on release day that I also felt like they knew that took advantage of me for that. I would never go back to this store. Hidden fees, gross sales tactics, and again, I'm still finding random minutia on my bill that I didn't ask for. If I were AT&T I'd be concerned at how these people are representing your company. read more

Oscar is fantastic! He's very knowledgeable, professional, and is truly an asset to your store. Give him a raise!

I just had a great experience at the Bethesda Elm Street ATT store. I lost my Iphone in Portugal and purchased a replacement at an Apple store. When I went to the ATT store to get the phone activated, the ATT staff person informed me that with my ATT plan I could file a claim for a lost phone and get my phone replaced for far less than the purchase price of a new phone...and without losing my eligibility to buy the next new Apple phone. He then did the paper work to file the claim. He was able to give me the sound because he listened to my story and figured out what I needed. In addition to saving me hundreds of dollars. he was was knowledgeable and patient, answering all my questions about my plan and lost phones. My replacement phone arrives tomorrow. Wow! Am I ever impressed! read more

I am not sure who owns this store; but I have been going there for years and never in my life have I been treated so poorly. I went to buy an iPhone 8 and was told that I could not buy one at retail unless I changed my plan. Since when can you not buy anything at retail?! Additionally both boys were so rude and indignant...I am glad to see they are working; but if you are in a customer facing position, you had better have customer facing skills. I will not be going back there and I STRONGLY ENCOURAGE OTHERS NOT TO GO TO THIS LOCATION Shame on the owner for not caring about his/her customer. Apparently this has been going on for some time now because the rep at the Apple store said he had heard others speak poorly of this location. read more

Today I dropped in to this AT&T store by to ask for local directions (I am not from the Bethesda area). A male employee was polite and attempted to help me. However, another working female employee mocked and ridiculed me, openly laughing at me seemingly because I was lost. I have never had such a humiliating and degrading experience at a store ever before and I will unfortunately not be returning here. read more

Dwayne B., Carly M, & Leo were all great.  I came to the store on a Friday very upset after breaking my phone.  Carly had to tell me the bad news that I had to be on the AT&T account for them to do anything.  At that point, it had been a pretty bad day given the weather, COVID, phone breaking, etc. Let's just say I left the store in a less-than-stellar manner (nothing directed at them but just outwardly upset that life sometimes is not easy). In any case, my mom added me on the account & I had to enter the store with my head down. However, Dwayne & Carly helped me with nothing but care & a smile on their faces. A phone is very important for me right now-let's just say I have a very sick family member & I just about lost it if I couldn't be in touch with them. I explained this to them & also had a great conversation with them. They were so very gracious & patient. I implore you to give them a raise, or to give the budget to your manager there, Leo, to give them a raise. They handled me with grace when others would've probably kept the door locked on me. Then, when I returned because of something else, Leo was equally as patient, personable & nice. He also made a few moves to make things so much easier for me, & I am so grateful for that. Your people at this location seem to truly care about their customers & try their absolute best to make them happy & to make them feel heard. During 'times like these', that's important to have. Thank you to all three from the bottom of my heart. read more

I had the misfortune of visiting this store on 26th of August and had a truly awful experience. However the incompetence and rudeness of the sales woman was over shadowed by the manager's negligence to over see and enforce the health and safety measures that are now REQUIRED BY LAW in Montgomery county. Amidst of this pandemic I try not to be out and in the stores unless it's essential. Unfortunately my mother's phone which I had purchased from this store less than a year ago ( had a terrible experience back then as well) had just stopped working without any impact or water damage. She had been with out a phone for a couple weeks and I wasn't able to remedy the situation with AT&T either; so I decided to have the phone checked and if need be purchase another phone from the store. After waiting for almost fifteen minutes a man who had just arrived was helped before me. When I objected the sales woman got irate and started to yell at me saying she can't wait all night (hardly two minutes had passed since she had plugged in the charger!) to see if the phone will take the charge or not and that she must help others. Once again I made it clear to her that my aim was to leave with a working phone and a couple of minutes would be adequate to find out if the phone would take the charge or not and I wanted to purchase a new phone. Mean while the manager was helping two people who just decided they wanted to eat their food and removed their masks in the store while they were talking and laughing and only a foot or two away from me and the sales woman. The manger NEVER ASKED them NOT TO REMOVE their masks. His callous and lax attitude towards the safety measures that are in place to keep us all safe was unbelievable.There weren't any social distancing, no glove, no hand sanitizers that I could see and they did not clean and sanitize the desks after each customer. The sales woman couldn't process my order and kept starting over and over again with out any success. The manager had to step in and my order was finally processed. What's really interesting is that my caution to protect myself and others by wearing my PPE was amusing to the sales woman and they had fun at my expense. Apparently they found it excessive! I wish I had not entered that store or would've left immediately when I had realized safety measures are not being enforced rather than staying in that unsafe environment for such a long time. Hopefully I will survive this horrible experience. I wonder if the owner knows or cares about what goes on in his store. read more

There was a fantastic sale representative/manager at this store years ago that made me a loyal fan. Unfortunately, he is gone and my latest experience was disappointing. I bought a new iPhone that I LOVE from this store last week. When making the purchase, Sales Representative H told me I could get a free iPad with my phone purchase. I would pay ten bucks a month for Internet, but the iPad itself would be free. I agreed. Why not agree to a gift? I've never had an iPad. Maybe it was time. But, after sleeping on it a night, I decided the free iPad was not worth the Internet service contract. Not at this time, anyway. When I tried to get out of the contract 2 days later and give the store back their iPad, I was told I would be charged $45.00 to restock the free iPad. Sales Representative Dreadlocks stated unequivocally "The restocking fee is store policy. If you would like to keep the tablet you must pay the early termination fee of the 2 year contact. If you do not want the tablet, then you can pay the $45.00 restocking fee because you received documentation about restocking." Sales Representative H informed me that coupons used when I made my original purchase would not be available to me so I would owe even more money on top of the restocking fee. Sales Representative H recommended I try selling the iPad on Ebay or Craigslist and paying for early cancelation of the Internet contract. That way, I could make a profit. I went home and looked online at the going prices for the iPad. I decided it would be a hassle to sell it online and it would not likely end in a profit for me. Moreover, the AT&T representative with whom I spoke about my situation in the corporate office strongly encouraged me to return the product and pay the restocking fee. She discouraged me from paying for early termination of the Internet service contract when I still was within the two week's "buyer's remorse" period. So, I went back to the store and Sales Representative H processed my return. He got coaching from Superman Sales Representative Alex. As a result, my restocking fee was under $8.00. ($45.00 restocking fee minus the cost of the iPad case that I also returned) There were no additional charges associated with lost coupons. FYI: They were going to insist on slapping me with the restocking fee before I ever left the premises with the iPad. The iPad had to be brought from another store. I did not get it on the day I purchased my iPhone. I first attempted to get out of the contract before having the iPad in my possession. The restocking fee may have been used as a deterrent. Draw your own conclusions. read more

Free gifts with hidden fees. If hidden means undisclosed at signing. A first bill projected at $60 was $230. Wow.

DO NOT GO HERE. If I could give zero stars, I would. We came here two months ago to get our phone numbers changed to our old Verizon numbers, since we had just changed to AT&T. The customer service rep opened up a second account, billed us for it, and never told us anything about it and said it was all resolved. Two months later and a bill comes in for a second account. We go there again to close the account and a new rep says it's all taken care of. Another month passes and we get a bill for $1500. We return back there and they say that there's nothing they can do and send us on an AT&T treasure hunt across the tri-state area. I work in customer service and have no idea how this place can stay in business. Clearly there is zero regard for their customers and no professionalism on their end. If you don't want to be conned, swindled, and then deal with mountains of paperwork and a wild goose chase for months, do yourself a favor and never come here. read more

I had a difficult problem with my Nokia tablet. The guy who greeted me (Dana) persisted until he figured out how to fix the problem. He printed out directions for me in case the problem recurs. It is very reassuring to me that if anything goes wrong, this AT&T place is nearby and so helpful. read more