This store isn't just a new physical location, but it features AT&T's newest sales and service…read moreexperience/format. I went to Verizon, T-Mobile, and this AT&T location in the same day, all in York road within miles of each other. It was interesting to experience each brand's process. When you walk in a sales associate opens the door for you and greats you. The associates all carry these embarrassing looking hobbit-like satchels, filled with customer-centric tools and resources, CRM tablets included. Despite being visually embarrassing, these pouches allow the associates to fully service your needs. "Mark" was assigned to assist me and he was able to perform a direct analysis of my usage and seek out more price efficient plans for my new plan. When I wasn't able to understand a feature or plan benefit, his managerial peer would swing by to explain it differently, and we'd share an "Ah-Ha" moment. I felt the process was consultative, rather than "Sell This Dude a Ton of Crap." So, the customer service was excellent. By far the best of the three brands experienced. Everyone was professional from a linguistic perspective as well as an appearance perspective. Additionally, it felt like all of the AT&T employees were subject matter experts for their brand and demonstrated product knowledge beyond the typical customer's understanding. The store is an attractive format reminiscent of the Apple Store experience, yet with more variety as AT&T sells many more brands of product (speakers, headphones, covers, alarm systems, home-to-phone devices, etc.). The store features a generous array of all the dominant brands in smartphones and tablets. The displays allow you to fondle active phones and experience the product "live." Once you end your visit, your associate guides you out of the store thanking you as they hold the door open. I considered this an eloquent touch that l think ALL BUSINESSES need to take a long hard look at. Overall, this was the best experience I'd had at an electronics retailer NOT NAMED APPLE in a long time. I give them 5-Stars because they outshone the competition and offered an experience just as good as Apple's.

Never have I been so disappointed or disrespected. I was going to set up the WiFi and DIRECTV box…read morebecause they have them sent to your house and you have to go to the store to activate them, but the manager thought she was being slick so she called the rep away from me, but I could see her in the window and she was under the assumption, I was returning it and when I called the gentleman out on it, he was like yeah she was just worried it was a return .. so I waited 20 min to be helped - no big deal then the "manager" plays games - pass! I called the rep out on the poor behavior and he said yeah .. that's not how a manager acts that's not Customer Service and yes, I returned to both boxes. I've reached out to the area Sales Manager.- they won't give you the information if you ask by the way even though customer service says they have it - Shea needs a lot more Customer Service training

Visited the AT&T store as we have 3 phone lines with the provider. All 3 lines, are experiencing…read moreintermittent issues where when speaking using the headset or speaker function, the party in which we're communicating are unable to hear us. Prior to coming to the store, the issue was addressed via the chat/support function on the website at least 4 different times over a two week period. We had an appointment and was immediately greeted at the door by a very friendly and polite representative, who introduced himself as, Ugo. Ugo showed us where to sit and obtained our identification so he could verify the account. Ugo asked a number of questions, as a means of identifying or narrowing down potential reasons for the connectivity issues. Additionally, he switched out the SIM card for each device explaining why, to include our devices now use eSIM cards. After attempting to verbally troubleshoot the issue, Ugo, like the online chat support representatives indicated, deduced there may be tower issues near our home as to why we're experiencing the connectivity issues. While we didn't test the devices in the store, (as it was unlikely there would be issues), we took the devices home and tested them periodically with different calls. Unfortunately, the issues continue to persist. But, as a customer service representative, Ugo is top tier! Throughout the interaction, Ugo's demeanor never wavered. His smile and personality made the frustration we are experiencing less frustrating just by his pleasantries.

the worst at&t location in the country! my wife and I walked in, the black lady ignored us, after I…read moreasked for assistance she said "give me a second " as she walked away. never had the courtesy to look at us. Four employees, no one helped. One star is too much!

Thank you to kenneth for helping me get my new phone, he was fast and i got a good deal!read more

Was looking to purchase a new iPad and trade in my old one…read more Was able to go to bestbuy and buy the exact same model iPad for $100 less. Additionally I got a trade in value $100 more at best-buy. All in driving 6 minutes down the road saved me $200.

This location is awful. We had 4 lines transferred from…read moreTmobile and none of the lines were processed correctly. After spending hours in the store I had to sit on the phone with customer service for HOURS during a holiday to correct the setup. In addition, the iPAD was defective out the box and the manager refused to override the restocking fee and taxes. Why would you need to pay a restocking fee on something defective! Go to ANY location except for this one! Better yet skip AT&T all together!!!!!

100% pure ghetto. Dont waste your time. Why...tell me why would u hire people that dont care. I had…read moreto go back there twice and issue wasnt resolved...She finally wouldnt sell me one phone. SHUT IT DOWN NOW. The most ridicuouls store and people i have ever dealt with EVER

AT&T lies, DO NOT SWITCH, you will regret it. I went from Verizon to AT&T and immediately had…read moretrouble receiving clear calls, Callers could not hear me, so I had to sit on my front steps or in my car to get clear reception. I could no longer make or receive calls out of state, AT&T did not work..to Florida and Pennsylvania. Not that far folks! I ended up using my laptop and Discord to get through. Billing was a joke. The first bill arrived 2 months after the due date..what? By then, I already knew I had made a huge mistake. Do yourself a favor: Don't go with AT&T Mobile

Fantastic experience! Chris was very helpful and helped me finally get rid of cable and get at&t…read morestreaming tv!!! I will be back again!!

I was told I could return/exchange my phone in 30 days by their employee. Now I'm being told I only…read morehad 14 days. No return policy is posted in the store nor on their receipt. They also sold me adaptors I ended up not needing. Let the buyer beware.

Do Not shop there. I purchased a new phone. A few weeks later someone in that store took my…read moreinformation and hacked my account. They ordered 2 cell phones under my name and the 2 phone numbers on my account and had them shipped to another address

they were so nice. I went to get a new phone and add it to my parents account but had very little…read moreinformation from my parents so they helped me out a lot and were very patient as I got in touch with my parents to ask them questions

Going to this store feels like a complete scam. It is obvious that staff are looking for commission…read moreand it is a painful experience. They are not truthful about charges or changes in plans, they push you through the process without really caring or listening to what you need. I switched from an android to an iphone, they insisted I wouldn't lose 10 years of photos and pushed me to switch from verizon without checking. It is my fault for trusting them, and hence losing the photos. They also were not truthful or clear about what charges I would get from ATT for switching. I didn't get an explanation until receiving my bill and talking to a specialist on the phone. There are plenty of ATT stores in the area. This is not the one.

I walked in and asked for help and he immediately sent me elsewhere, so I went home and figured it…read moreout myself finally. Why would I even go in and ask for help if the sales associate has zero knowledge and just wants to get back to talking to his friends?

Probably the worst customer service we have ever received. We went to add a new line. The girl who…read morehelped us named Trinity was very nice and offered a tech bundle for $2 a month for an iPad and watch. However, she failed to mention that it is NOT $2 a month, but $32 because there is a line fee. Did not tell us until we were sitting down about to sign paperwork. Once we noticed (thank God we did), she immediately switched up and was very rude. She tried to make us PAY a device return fee... she was still holding the items and we never opened or even held them. Nice try. Totally screwed us because she wanted the commission. We just got the bill and they actually put both the iPad and watch on our bill even though we literally do not have the devices. Actually absurd. We feel robbed. Now we are paying for 2 devices that we literally don't have! Trinity is a snake and should be fired. Not the first review I have seen mentioning this either. Hire better people. We will be switching to literally any other carrier because of this crap. Trinity, you suck. For real.

Eddie was our salesperson and was amazing. He helped us upgrade 2 phones and get 2 watches, one…read moreiPhone and one Samsung. He was so nice and fun and had the patience of a saint answering all our questions. Everyone else were also friendly.

If you'd like to stand around for 20 minutes and literally not get anything done, and finally have…read moreto walk out because no one is paying attention to you, the one girl went into the back for the last 20 minutes, and the other guy has been on the phone with customer service who is just continually repeating himself, definitely go here!

The worst customer service. Our appointment time was not honored. The person helping us was…read moreterrible. She gave us no information about our options purchasing a new phone and she disappeared for 20 minutes while waiting on us. We will never go to that location again. Shame on Verizon.

I'd like to tell everyone about my experience with Verizon in general and interaction with the…read morestore Sr. Manager, Nate Williams at the Lutherville location on 1964 York Rd. My initial order with Verizon was canceled 3 times without any reason. I was waiting for 2 weeks, spent many hours on the phone with horrible customer service. Nate Williams was the only one who responded to my concerns and the problem with my order was successfully solved. I appreciate Nate Williams for the exceptional customer service and humanity. He deserves 5 Stars rating. Thank you, Nate. AlexN