Great store very knowledgeable , will recommend all my friends and family . friendly and willing to help Great area read more

I called to get help getting an AT&T agent at the Gainesville office but got a man who was of no help. Instead of helping, he told me I was raising my voice, so I hung up on him. He was rude and certainly not customer service oriented. I called AT&T in Manassas, and the gentleman there told me exactly how to handle AI with AT&T. Lo and behold, it worked within one minute of my call; I got a real agent to help me. The AT&T service in Gainesville sucks because of this man who said I was raising my voice. read more

Terrible customer service by the manager in this store (I think his name is Shaq). I had an issue with needing to exchange a phone (att offers a 14 day exchange plan with new upgrades) and I was told to take my phone into my local ATT store which is what I did. Everything was fine until the manager decided to take a phone call in the middle of helping me. I didn't mind it at first, I expected him to tell the person to hold and he'd be right with him after he finished with my transaction. Turns out that level of customer service is not the standard here - apparently people who call are more important that the person that is standing in front of the manager. After this call was approaching 10 minutes with me just standing there waiting, I asked the manager if we could go back to processing my refund and he said he'd be right with me. Once he was done with the call I asked him if it's normal or store policy for them to prioritize a phone call over a customer they were already in the middle of helping and he said yes, they have to answer the phone. So I asked sure, but why not just put them on hold and finish with me? Why is their time more important than mine? Do you know what his response was? He literally said "why is your time more important than theirs?" - whatttt??!! I drove here, waited my turn, and have been working with the manager for 20 minutes on my exchange at this point and your question is why is my time more important than the person that is sitting at home calling the store well into my transaction?? ITS BECAUSE THEY DIDNT DRIVE HERE, WAIT THEIR TURN, AND AREN'T STANDING IN FRONT OF YOU ALREADY IN THE MIDDLE OF A TRANSACTION. Unbelievable. What has happened to customer service? He continued to give me attitude the rest of the time I was there. What's funny is, when he went into the back, I asked one of the other employees if it's normal to answer the phone while in the middle of helping a customer and he said "no, I would never do that".... But later when the manager was back out he recanted. Figures. So at the end of it all I asked to speak with the store owner or his supervisor, he said "why so you can tell them how good my customer service was?" full of snarky sarcasm... I told him to drop the sarcasm and he then said he can't give out that contact but if I can leave my number and the owner would call me back. Haha yeah right, you think I was born yesterday? There's like 0% chance this guy turns his own complaint into the owner.... But figured I try anyways. Guess what? This all happened over a month ago and ZERO calls from his boss or store owner. Go figure. No integrity, no humility, no respect. Please find a different store if you can! read more

So we got caught in a good ol' fashion switcharoo with the tall sales rep with all the rings. We came in with wanting the iPhone 14 standard for the $10 promotion for 36 months. We started the process and it took a LONG time, that guy was either new or just stringing us a long, anyway, after almost 2 hours in the store I really wanted out, so we told the rep we'll just do the copymydata at home ourselves. When I got home and checked the receipt it was the iPhone 15 for 36 months @24 a month. I know I should have checked the receipt at the time, but I didn't and that's on me, but what's on them is their unethical practice. read more

we were told we could upgrade our phone and not have to change the plan. we then receive a text saying the trade in was received but couldn't be processed until we upgraded our plan. I have now been on the phone for 1 1/2 hours and 3 different people trying to get this resolved. I hate AT&T!!!!!! read more

"Maria" was super supportive, courteous, very knowledge, and went above and beyond. Needed to upgrade my phone asap as I had a hospital stay coming up in two days. Maria made sure my new device had all informaion, contacts, etc. from my previous phone and that it was working perfectly. Having been in Managerial positions in Customer Service in a variety of areas and having dealt one-on-one with high-end clients, I can honestly say thst "Maria" is a Star! AT&T is very fortunate to have her on their team. This individual deserves a raise and/or a promotion. read more

GO ANYWHERE ELSE! If I could give them negative stars I would. This store is truly undeserving of even one star. I'm longtime AT&T customer and I recently upgraded to a new phone and needed some help with it. In the past I have gone to a different AT&T store and had good experiences, but this was my first (and last) experience with this store and it was 100% bad. I truly feel that the few minutes I was there was a colossal waste of my time because I got absolutely NO help at all. NONE. ZIP! The one employee who did speak to me simply said he couldn't help, but I could go to the nearby Best Buy and they could. Really? I didn't buy my phone from Best Buy, I bought it directly from AT&T, but apparently the AT&T policy is to offer no support and expect another company to step up and do their job? I now have a phone I don't really like, ZERO support from the company I bought it from and may end up jumping ship entirely because the employees at this store are so incredibly unhelpful. If you are already an AT&T customer, save yourself the time & frustration and just go to a different location. ANY other location. Or better yet, just go over to the Best Buy and spend your money with a company that actually understands customer service. read more

DONOT GO HERE! After the entire purchase over 2 days my husband was notified by ATT corporate that Staff at this store added a promotional line without a phone. No phone why have a phone number I have to pay for!?! and no phone for the use of the line, Can you say fraud!!!! Sammy the manager essentially called my husband and I liars. I spoke to 5 people on 611 to fix this and the misrepresentation of costs of upgrades of phones for 50% off. I wanted to pay the phones off immediately. I was told I could go across to Best Buy & buy then and come back to activate them. I coukd also purchae them outright in 2 weeks. They did NOT say if you pay them off, you will NOT get the 50% discount! Georgy & Sergio and Sammy are out for sales & your $ only, at any cost ! After speaking to Glee, Michelle, Joey, and Taylor on 611 lines I spoke to Sammy the manager of Atlas Walkway, he argus with me stating his employees were trained and knowldgeable. So th fact we asks specific ustions and were told misleading info or lack of info that would have probably not given them the sales, I am wrong !?! He would not give me his last name when asked. So.... I got back on the phone with ATT 611 & got customer service & my discount from Devin. The five stars is now is one and that should be a -1! Do Not Buy From Them! They are deceitful! Shop around it is your $ I hate the fact I tristed them but then again they have masks to hide the hatedul greed! read more

Came into store very distraught about my phone dying and having all my pictures (unsaved) on this phone. I was told that there was no way to retrieve the pictures and it was on me for not backing up my phone. Also told these phones are only good for 3 years. I purchased a new phone with little to no customer service and left the store. After speaking to a friend, I was referred to uBreakIfix in Gainesville. Without any hesitation, they retrieved everything from my old phone and had excellent customer service. I won't be returning to this AT&T store again. I had every intention of buying a new phone but honesty and customer service is very important to me. read more

I really hate ATT. But I really hate all utility companies...sprint, Verizon, Comcast, electricity etc....every ATT is the same you spend 3-4hours to buy a phone or on the phone for 2-10hours over a week. There is no where comfortable to sit and employees are always questionably trained. Every engagement is a battle so come in peeped for war...long waits...and frustration. read more

I recently went into this location to do an upgrade on my account. Previously I haven't had the greatest experience at this location but Brian who is the new store manager there made the process as swift and easy as possible. He assured me that him and his staff are working hard to make everyone have a pleasent experience from now on. read more

Steven was incredibly helpful and knowledgeable! Make sure to ask for him highly recommended!

The Gainesville ATT Store has the worst customer service of all the ATT stores in Northern Virginia. The average wait time for phone support is not any better. Expect a 7 minute wait if you call in to activate a phone. read more

Be careful here! Bait and Switch at it's finest. I walked in to upgrade my husband's phone. I was told "for just a little bit more a month" I could upgrade my account to an unlimited data plan. I was even shown the math that would increase my account by about $30. I took the bait. Next thing I know, first month's bill is $377 and the next month's bill is over $500! Lot of duplicate and erroneous charges. Even after the obvious mistakes were corrected, (and sitting in the store for over 2 hours) the bill got down to $405/month. My previous account with 6 lines was $242/mo. Considerably more than "just a little bit more"! Manager said the bill should be around $325 - still! from $242?? He said he'd look into it - that was over a week ago and I haven't heard back. I don't even want to go back in to discuss - they'll just double talk me. I need to contact the corporate office. I've been an AT&T customer for over 10 years. Seriously considering switching my account. read more

Store manager Brian is absolutely awful. Came in to upgrade a phone and was tricked into paying off the old phone as well as paying on the new one. Worked 2 years at apple so I know about selling phones, there is an option to trade in old device and make payments on new one, only paying sales tax on new device and new device payments after the trade in. After he was called out, refused to cancel transaction stating that he could not refund and that we would only get $45 back. You can't try to scam people especially those who have experience in the wireless retail industry. Good thing I switched to Verizon because the Verizon store employees down the street in Manassas know what they are doing!!! read more

Customer service with this store and AT&T is the absolute worst. Sat in the store for an hour last week to order a phone. Signed everything and was charged. Phone never arrived. The store would not help and would not return my calls. We couldn't even get help from calling AT&T. 3 days later, folks still not calling us back. Getting a different story every time. We've been charged all over the place for the phone as well. Basically, I was sold a phone that doesn't exist and no one in customer service wants to help. Going to call my credit card company to report fraud. Oh and fun fact, the sales lady asked for my phone number, password, confirmed address loudly within earshot of strangers in a very quiet store. I was very uncomfortable with this. They also have horrible wifi in the store so processing takes forever. Switching to Verizon asap and buying directly from apple. AT&T, you are fraudulent, laughable, lazy and uniformed. No one should ever use this store. read more