AT&T International Calling Charges - A Costly Oversight Despite repeated requests to disable international calling on my account, AT&T failed to apply the block properly. I was charged for an accidental call made by my elderly father--despite my efforts to prevent this. Customer support was inconsistent and unhelpful, with no clear resolution or confirmation that services were disabled. AT&T offers no safeguards for vulnerable users, no transparency in service changes, and no flexibility in dispute resolution. This feels less like an oversight and more like a revenue trap. I expected better from a company of this scale. AT&T #BillingIssues #UnfairCharges #CustomerSupport #InternationalCalls read more

SCAM SCAM SCAM!!! BEWARE!!!! They scammed us into a regular phone line when originally it was supposed to be on a Prepaid! We found out when the bill came in and went back to the store the guy that was there he knew he got caught in his scamming lie. Locked our account and lied about not being able to do anything about it. He then brushed us off and told us to go figure it out on our own. We will escalate this scam they are running out of this store. He claims his name is "Tony Brown" African American gentleman that work there. Scammers bunch of scammers. Be careful!!! read more

Lamin provided magnificent customer service while helping me acquire my new Galaxy S25+ and trade in my older device. Despite the screen on my old phone being severely damaged, he patiently waited nearly 45 minutes--well beyond his shift--so I could access the phone and complete a factory reset for the trade-in. His professionalism, patience, and dedication made the situation so much easier. Thank you, Lamin! read more

I would give zero stars if able. They were able to lie to me and convince me to switch over to their carrier and that was single handed the worst mistake in my life. They are scum and have twice now charged me twice the price of the bill I'm supposed to be paying. I also traded in two PAID OFF phones when I joined them and that value literally disappeared in thin air and am now paying two new phones after I was told these phones would be paid off. AVOID them like the plague! I will be going back to T-Mobile and try to forget I ever dealt with these scum. read more

Christian is awesome! He saved me a lot of$. He was open and honest about upcoming sales. He helps walk ins fix their phone issues.

I wanted to thank Joe at the Burke store for helping us through a stressful situation when my phone was completely broken.

This AT&T store in Burke, VA is fantastic!!! Manager Joseph and Sales Pro Lamin are excellent! Over the years I have purchased 3 personal cell phones at this store and today I bought my new business phone and business phone line. It took time to get me the perfect business phone number, but they did it! Thank you Joseph and Lamin! read more

Do not go to this store!!! Switch and bait!!! Manager is the biggest liar. Do not trust them. I had to call police to get my merchandise.

I would just say that they have a very lazy and disinterested customer service. They are not solution oriented and have no respect for customers. Waste of time and energy. Not going back there! read more

Absolutely horrendous customer service. I would not recommend this store especially to any woman. I was completely shut down by a male employee while trying to explain a situation with my screen protector warranty. For two years every time I have gone to a store they have replaced it for free (three different stores in three different states). Suddenly it costs $11 here. Completely rude and dismissive. Kindness goes a long way. Would have paid the fee if they were not rude and condescending. I am not an ignorant person and being treated like one is unacceptable. I will take my business elsewhere and tell everyone else to. read more

i had to go back to ATT to get Ceasar's help to clear out everything on my old phone. Again, as my previous review about how Ceasar was patient and acknowledgeable on assisting me getting my new phone set up, he again did a great job getting rid of the old phone. I would definitely go back for his help should I need it in the future. read more

We had the best customer service experience at this store location 9542 Old Keene Mill Rd, Burke, VA 22015! Without asking, they took the time to review our current phone plan and recommended several updates that gave us better phone service and saved us $80 a month! They truly earned our customer loyalty! Thank you!! read more

Sign on the door says customers are encouraged to wear masks, so of course we did. None of the employees wore a mask. The employee who helped us ("B") wiped his nose with his hand, then handled my phone. We got done what we needed to, but it was gross and we had to sanitize everything when we left. read more

Customer service does not exist at this location. After signing up in early July, imagine my chagrin when I received a bill for service we had not even started! We were told repeatedly that the phones were on the way and would arrive "tomorrow." How can you be billed when you don't even have any phones? Finally, our phones came in and we changed carriers and were quoted pricing which was not factual when we got our bill. I went into the store to ask them to explain the bill. They said they couldn't waive the activation fees at the store and said we needed to call customer service. We got the number and called. Customer service told us that this issue could only be handled at the store level. SERIOUSLY??? Customer service called the store to try to get things straight and they were outraged at how rude the people were at this location. One of the four phones we purchased from them had a defect on the screen and they refused to help. I was told to take it up with Apple. By the end of the first week with the phone, the defect had spread to the entire screen, which Apple ended up replacing. Apple questioned why the retailer didn't take it back and give us a new one when it was clearly defective. BOTTOM LINE: We were told NOT to ever use an individual retailer in the future, especially this location. Instead, make sure that you are dealing with a corporately owned location. read more

This is where we went when we switched to AT&T years ago, while living in Northern Virginia. The service was great, and we never felt pressured to buy the latest phone or gadget. We have since moved to Charlottesville and thought we would get the same great service. NOT! After being pushed into buying an inferior phone, I brought it back to the store repeatedly only to be told to call customer service myself if there were any problems. We took a trip up to Northern Virginia, with the faulty phone, and got it all squared away. Thanks to insurance and a savvy salesman, I chose to upgrade my phone, and got a new one right away in the store. Shaan also found out that we were only getting 4 gigabytes of data (we thought we had paid for 10, so he upgraded us to that for no extra cost. My husband who lost his phone, decided to upgrade as well. His was a little trickier (due to being on a different plan) but Vinnie took care of matters and managed to terminate his plan (there was a little bit of double fisting of the the phones talking to different people at AT&T). While sitting in the store observing other customers, I noticed that they never tried to push customers to buy a certain product - they really talked with them and helped them figure out what would work for them. Definitely worth the trip up to Northern Virginia to take care of all of our cell phone services. read more

Got screwed over by the owner. Went in for a promotion last year for a free iPhone 12... the phone color we wanted wasn't in stock, so they said come back on Thursday it'd be there. I called before going in, and they very rudely told us the phone wasn't there yet and they'd call us when it arrived. Never called us. The owner and another guy helped us with the promotion, and they were all about upselling and not very nice. They told us I had to change our plan to get the promo since our plan no longer existed. The new plan was more expensive but it allowed us unlimited data so I agreed. Today I went to upgrade that same line, but was told there was already an iPhone 12 waiting for us. Little did I know that I had been paying for this phone for a year, the promotion no longer eligible. I thought the raise in price was attributed to the plan change. After talking to AT&T via 611 for over an hour, I'm stuck paying this phone off. read more

This is my first review but, after reading the one-star review which alluded to racism, I wanted to provide my own review. This place is GREAT! I work in customer service and know what good customer service is. I have been in this location about seven times and EACH TIME their service exceeds expectations, no matter who is helping me. Even when I am there for a service which won't cost me anything (switching to a phone I bought off Craigslist), they still are very helpful and go out of their way to make sure I have every question answered. Very highly recommended! (And I am a white guy....not that it matters) read more

Do not buy iPhones from any AT&T store. One died three hours after leaving this store, and the requirement was to go to Apple for servicing. Well, Apple has a two week servicing time, which is at or beyond the AT&T return period of 14 days. Staff did not honor the no-hassle return policy, would not exchange it. Would not let me use the phone warranty purchased at time of sale. It is reasonably speculated that Apple does NOT provide direct replacements in these situations. You get a refurbished, brown-box phone which is a hit-or-miss. I would not be surprised that after I receive the new phone, AT&T then denies my return because the hardware ID's do not match the contract (or some other fine print). I mean, they said "no" already several times. Why should I believe anything else they tell me? After 10 years of great service, it is puzzling to see why exchanging a phone is so difficult. I gave it some thought and it became clear. It is someone outside this store that is the problem, because the staff (and manager) are very courteous and polite. It is the higher management that is worried about a loss in sale, profit, or commission. This is the first time I have to resort to the BBB to honor a return policy. That's right, out of all things, a "no-hassle" return policy. read more

Horrible customer service. Girlfriends father and I came to get his account fixed due to fraud that must have been by them since he signed up with them in the first place. He has been paying for an iPad service when no one in the family has an iPad. He yelled at us telling us he is the owner. Never do business with this hack of a man. read more

We have been going to this store for our phone needs for the last 5+ years and have never had an issue. Employees are always friendly to us and work hard to meet our needs. Sometimes you do have a wait because it is a busy store. We had two upgrades and a phone transfer in December and two employees assisted us and tried to get everything completed as fast as they could - and still handle other customers. I was in again yesterday as my daughter broke her phone and needed an upgrade. Everything was handled wonderfully. It became busy while I was waiting for our data to transfer and I never saw the employees be rude to anyone; and have never seen this in past visits. I always go to this store before any other AT&T store because of the service we have received. read more

HORRIBLE CUSTOMER SERVICE!! I AM ONLY TAKING THE TIME TO WRITE A REVIEW BECAUSE THIS IS THE 3RD TIME THIS LOCATION HAS BEEN HORRIBLE TO ME. I HOPE THIS CAN BE USED AS A CAUTION FOR ANYONE WHO NEEDS ANY TYPE OF SERVICE. Unfortunately I strongly believe it has to do with race. I am Caucasian and this is a MUSLIM owned store! I have witnessed a lot of discrimination on their part during the 50 minutes I had to wait in that store. They were rude even to a poor Asian lady! But, was willing to give them a chance. I walk in and they're rude from the start. I should have left because it was such a waste of my time. The main reason I had gone in was to try to fix a mistake AT&T had done when I first set up my new contract. The guy at the store said he had fixed it and by the time I got home my phone still wasn't working. So I called AT&T help line and they confirmed that the person at THIS location didn't do anything. He complete ignored my problem. NEVER AGAIN!!! read more

I would be extremely careful with this branch. Been a customer for Atnt for a long time, over 10 years. Came in here for christmas and bought some iphones, ipads, and tablets. I was told by the sales person to come back next week for the tablet. I came back and they said it wasn't there. They asked me to come back and this happened a few times. Finally I talked to the so called "owner" and he said the person who sold that to me doesn't work there any more. I found out the tablet was activated. The person in charge did not want to be of help and actually kicked me out of the store when I asked him not to laugh at me. He was laughing at the situation the his x employee committed fraud. Almost, like "He got you good". I would never recommend anyone to do business with this store. read more

Purchased a phone from Amazon because AT&T didn't have the one I wanted. I've had an AT&T account for over 20 years so when I received the phone I took it in to get it set up. All he would do is put in a sim card. He said the vendor I bought it from should set it up. read more

We bought two new iPhone 7s and 1 iPad mini from this AT&T store. We were told that the activation fee for the iPad mini would be waived. We got an e-mail a day or two later with the anticipated charges and the activation fee was still on the bill. So, we returned to the AT&T store to question this charge and we were told that when we got the "actual bill" the fee would be waived and if it wasn't, we could return to the AT&T store and the salesman would fix it. When we got the bill the activation fee still appeared on it. So, we went back to the AT&T store a 3rd time and we were told by a man identifying himself as the owner, that we would have to call customer service ourselves to get the fee corrected. The owner said, customer Service will not talk to them. Apparently they we have no better luck dealing with AT&T customer service than AT&T customers do. While we were there he called the salesman (or at least that is who he said he called) to tell him he was wrong, and seemed to think that would placate us. Don't believe what they tell you unless it is in writing. read more