My mom needed a charger for her phone so I thought why not check out a phone provider store for chargers? The chargers were more expensive than what I wanted to pay but the sales associate told me their chargers have a one year warranty with receipt. I kept the box and receipt in my car as I knew there was a high likelihood the charger would break within he year. Lo and behold the charger broke. Within 3 months of use. I go in to exchange the charger and the sales associates told me I couldn't exchange the charger without having an account with them. Not only did the charger only last 3 months it was more than I wanted to pay. Extremely dissatisfied with the customer service at AT&T. read more

This is not a store issue but a major operational disaster when a person calls the AT&T Customer Service using their 611 number. Their customer service representatives are woefully ill-prepared and unable to help a customer. Here's the situation: I did an upgrade at an AT&T outlet inside the Wal-Mart store in Germantown, MD. The customer service agent signed me up and unbeknown to me created a 3rd line on my account. This is not what I asked for or wanted. It took these guys 4 weeks before and 5 phone calls of a minimum of 42 minutes each call to get this resolved. I was very disappointed in AT&T Wireless' Customer Service. read more

The store has undergone a recent rennovation making it a little easier to move around and get to the things you are interested in. 1. The team is fast and friendly. Our goal was simple, to walk in on a Friday night and walk out with two new phones for my sons. 2. We were also turning in the old phones, and we ended up getting accessory credit. It was like phone christmas for the Boys. Overlal the team was solid. Our rep dispatched the issue quickly getting the boys their new phones and the additional toys they wanted. It did take a little longer than I would have liked (about 90 minutes) so I took a star for the length of time required. Also took a star becase you can't do this online as easily. Not a good overall web site on the AT&T side. I gave them an extra star back though because the team was extremly friendly! read more

AT&T are the worst company to deal with . They get you into a cheap plan then they hike the rates and then play games when you question the bill. I have noticed that they put people on your call that have difficulty understanding english to handle your questions. This amounts to more frustration for both parties as the people are doing everything they can to help but can't. Do yourself a favor never get into an AT&T contract they will cripple you. Verizon has worked great so far. read more

Some of the worst customer service ever. I guess helping someone is low priority. I used to go here a lot for all my wireless but I think it's time to move on. Maybe management changed. But unless you have something simple don't bother. Use the central AT&T number. Even that was a struggle. read more

When I got an error message while trying to set up voicemail on my new ATT account, I went in to get assistance. The sales rep told me that my pre-paid plan didn´t have visual messaging. I had never heard that term before, but couldn´t believe I was sold a plan that didn´t come with the ability to see if I had a voicemail. He even asked another employee who concurred that the pre-paid plan had no visual messaging. So I asked how I was suppose to get my messages, just randomly call throughout the day to check? This was ridicoulous. Furthermore, when I tried calling voicemail it also was not working. He told me I had to call the 611 number to get technical support, that no one in the store could help me. I found this unbelievable since my iphone8 is an ATTspecific phone ( I couldn´t use my Verizon Sim card with it). So I leave the store very upset and called 611, get the tech support who tells me that YES I do have visual messaging and who proceeded to help me set up the voicemail. Bottom Line to Management: make sure your employees know what they are talking about and don´t give out wrong information and upset your customers! If they don´t have the answers they should do the research and stay with the customer until the problem is resolved. That is how keep customers satisfied and willing to return and recommend you! read more

This place is super short staffed. I have been here 3-4 times and there is always a 30-40 minute wait at a minimum. Reflective if poor ownership and management. read more

Completely DISGUSTED by the customer service my mother and I received today. The guy, for literally no reason, had an attitude after he instructed us to call 611 in order to remove a line from my mothers account. We call 611 and spoke with the very VERY helpful rep on the phone while she was able to reimburse use for the unused line we didn't want anymore. While we were talking on the phone to her, we and my sister notice him rolling his foolish eyes and shaking his ridiculous head for what? Never once did we speak badly to him or the rep on the phone. We have no idea why this fool had the audacity to be sneaky and disrespectful towards us but I am very bothered at the fact that this was indeed unprovoked. Whatever his problem was, it better have been towards whatever he was saying playing in his phone with while we were on the phone with the other rep. Hope he gets FIRED! read more

Kathia was beyond great! Thanks for your help and dealing with my husbands impulse buying!

Worst AT&T store almost all employees here have an attitude, they leave you on hold on their phones if you call them never return your calls and feel annoyed every time you ask a question, it worth the drive to the one in Gaithersburg it's much better there avoid this place at all cost.... read more

On Sat, September 5, 2015, I went to the local AT&T store to be removed from a family plan. I was told the account holder needed to accompany me. We arrive at the AT&T store, 20934 Frederick Road, Suite B1c, Germantown, MD 20876 (301-353-8810); and is almost accosted by about 6 male employees. One young man waits on me and my mother (acct holder). I tell the young man that I want to establish my own acct. and the young man asks to look at my driver's license several times & types in some info. The salesperson & I discuss plans & costs. The fact that i will loose my grandfathered unlimited data was the first thing that turned me off to AT&T, the pushy sales person was the 2nd. I tell the salesperson that I might return later that day, i decided to go to the Verizon store. We left the AT&T store without any paperwork...not unusual since I hadn't made any deals or changes to the acct; so we thought. I go to the Verizon store to investigate what deal I could get there. As it turned out, I opened a Verizon acct. It was over $20 a month cheaper for the same new IPhone 6 and with 2GB more in my data plan! I traded in my old iphone 5 & purchased a new iphone with the intention of keeping my same phone number. I cannot use his new phone completely because, as we learned tonight, the salesperson at the Germantown AT&T store screwed us royally! I cannot recieve incoming calls or voicemails which is still a VERY important and necessary feature for a phone. The issue is that i can not port my number from AT&T to Verizon. it seems the salesperson, created a new AT&T account for me...didn't give me any paperwork attesting to the fact or knowledge that the account was established. and the Salesperson, I'm sure, knew that he had lost a sale and would make it difficult for my me to get and/or fully use/enjoy a new phone from a new carrier. While at the Verizon store, we were repeatedly asked for the ATT account number & pin. The Verizon people kept saying the pin was incorrect. I learned tonight that the Germantown store salesperson, did in fact, create an account for me. I now have to go to an AT&T store very soon to obtain a new account # and pin in the hopes that I can gain full use of my phone and have my number ported over. I feel the actions of the salesperson (who did not give us a business card to identify himself) exercised poor customer service & a criminal act (identity theft) in creating that account without my knowledge. I'm sure that salesperson had full knowledge of the problems he would cause once I left the store & went to a different carrier. I've been an AT&T customer for over 10 years (even back to the Cingular days) and have never, ever dealt with such vicious, unscrupulous character as I did at the Germantown store. I'm feeling very, aggravated, violated and to be honest very angry. I hope someone investigates the business practices of this store and any other AT&T store that might be doing this same type of behavior. read more

The staff here should be a bit more careful as to who they talk to. You never know who's coming through that door. A little background: I am not new to cellphones, not new to capability of stores or company policies. I am a former Sprint PCS employee (I left to complete my masters degree, I was not fired haha). The one common ground all us cellphone carriers have is a low tolerance for false churn. It translates into commission fraud which is more or less theft. I reached out to a friend who is a national sales manager. Back to this visit - I wanted to port a number from a prepaid carrier to replace a temporary number on my postpaid account. "The first thing out of the sales reps mouth was "cancel the line and add a new one on and then retry the port." And because I declined he attempted to overcomplicate the process to deter me from getting shit done. I ended up asking for the 800 number, the port didn't go through, for an unknown reason and because we didn't know the passcode the 800 port support person couldn't help us any further. (Mind you the sales rep didn't ask for the passcode when he was trying to sell us an activation, although he had the account pulled up on his iPad) The three stars is because on my return to this store today (12/29/15) I was helped by an employee who was legit. He tried his damnest to help us and he got us halfway. He transferred the contacts and showed me the error. I wish I could remember his name, I suggest anyone going to this store work with the younger brotha, he's about 5'8 not too stocky is soft spoken or the older buff guy with the salt and pepper hair. (I overheard his customer service exchange and he was also legit, didn't try to force an activation on a customer who just wanted to do a transfer of liability.) Good luck otherwise. read more

I'm still waiting for a callback since the operating system was down and I was unable to process my transaction The gentleman told me he would call me back and took my phone number. I left to run some errands and I called but nobody answered. I called the store in Gaithersburg they answered and they were very helpful I drove there they took care of the problem were very helpful still waiting for a call back here! If you can drive the extra 8 min or less and go to the Gaithersburg corporate store. They have always been incredibly helpful and friendly not to mention knowledgeable! read more

I highly recommend this location. The staff are knowledgeable of the products and at&t's return policy. They also provide superb customer service. I left this store happy and satisfied after a bad experience at the Falls Grove location. Thank you David for giving me such an enjoyable experience! read more

Terrible, the manager doesn't even have enough reps working there so they are overworked and there are long waits!!!! The manager is a bitch and knows nothing about customer care!!! Not sure why she is even there!!! read more

Avoid this AT&T location if at all possible! Terrible service! This store must be under new management or something because when I went last year, the service was so much better. I went in to get contact info transferred from one phone to another. There were 5 people working and I was the only customer. The guy who was helping me was really trying but couldn't do it. He asked his colleague for help, and the colleague said "I would if you pay me 5 dollars". He said this in front of me (a customer!) and he wasn't even joking. He really didn't help and I was waiting and waiting... Then, the guy pointed it out that my screen was flickering and asked if my phone was doing that before I brought it in. I said no and started to worry because my phone was really acting up now. So I asked for and told the manager (Bert) what happened. He just kept asking if my phone was acting like that before instead of trying to resolve the problem. I knew that my phone was fine because I had just used it 30 minutes ago at home and it had no issues. I asked "do you want to may be restart it and see if that fixes the problem?" and he was just like "No, I don't fix phones". So I restarted the phone myself and then the flickering disappeared and the phone was fine. The guy who was helping me initially told me to download an app to transfer contact info. I know it may be challenging sometimes to transfer data from an apple phone to an android phone. I was very upset at the attitudes of the workers, including the manager, at this store more than anything. I left very unsatisfied and it really ruined my mood for the whole day. I will never ever go to this store again! read more

I was supposed to get a confirmation from this store to pick up a phone I ordered online with AT&T. The time frame for this as specified in the email from AT&T was "within 1 hour". At 1 1/2 hours, when I hadn't heard anything, I tried calling the store. No one answered. From then on, I called every few minutes for the next 3 hours! And still NO ONE ANSWERED THE PHONE!! I shudder to think what the in-store experience would be like, when the employees can't even bring themselves to answer a ringing phone in a period of 3 hours! AT&T customer service doesn't care either...their answer to me when I called to complain about this was, if you can't reach them, we can't either, so there is not much we can do about it! Really?? I can see where the poor service in you stores is coming from now, AT&T! Nice culture of customer service all around!! read more

My experience with this store was nothing short of a Christmas miracle!! I ordered my son a new Iphone online on 12/24/2015. I saw the hours listed as open until 8pm not realizing that they were closing early for Christmas Eve. I arrived at the store around 6:45 pm to find the door locked. I was trying to figure out how I was going to let my son know that he wouldn't have his new phone for Christmas when employee Jonathan S. unlocked the door and let me come in!! Unfortunately, my original order had not been processed yet so he took the time to figure out what was wrong and then set me up with a new activated phone. He saved Christmas for my son!! He was very pleasant and helpful. Because of his wonderful customer service, I will refer any friends and family to this store and more specifically, to him personally. Anthony D., store manager, I hope you realize what a stellar employee you have in Jonathan S. He SAVED Christmas!! Thank you again Jonathan. I truly appreciate the help you gave me on Christmas Eve! read more