Store was supposed to open at 10 am. Three people waiting outside store. No one showed up to open the store. Ended up leaving.

I was worried about coming to this location because 1. it's my current carrier servicer, 2. it had scary reviews, and 3. the unpleasant reviews. I did see Kari's review about the new management and to give this place a shot. I wanted to upgrade my phone from a 6S to the 8S Plus. Reese was the one (and only) representative to help me out with my upgrade request. I gave him the information that I needed and what I wanted to do. He did state that they did have 8S Plus phone available in the back, but when I confirmed the amount of Gigs that I wanted, he confirmed that they only had 64g. I requested for the 256G and he was glad to help me with that process. Got every ordered and told me that my phone was going to get mailed within the next week. Told me the monthly payments for different payment plans. I left with the understanding of what to expect on the upcoming bill. After getting my phone in the mail, (being impatient like many of us) but I wanted to get my new synced with the old. I easily called that location and was assisted by a lovely lady (didn't catch her name). Very sweet and funny, especially with explaining apple's syncing ability. Overall, very easy and pleasant transaction and experience. I would suggest giving this place a shot again for those who didn't have a good experience prior to the new manager. read more

Disappointed, and frustrated; that is what happened when my husband went to this store to upgrade his iPhone from his 6Plus to the 8Plus. Not only did he NOT get the phone, but, when he walked in and enquired about the larger memory phone option the woman who answered him did not even get out of her chair to answer him properly. She literally just called out to the representative he was standing with that they do not have any, and they just let my husband walk out the door without offering him any other options. Does this store not want to make money? Have the employees never heard of the term "Customer Service"? I could hardly believe it when I heard him tell me. Being that AT&T is NOT the biggest provider in VA, I would think that they would be trying their level best to please the customers they DO HAVE! Instead it's "meh not so much". Shame on them! These phones are in excess of $500 and they are willing to just let the sale walk out the door, just sit on your bum and call out across the store? Seriously? This journey continues with a second review of another store...Follow me to Staples Mill Rd. The second store is not listed on Yelp, 9097 Staples Mill. That store also did not have the phone, however they DID offer to order the phone for my husband. He did not wish to wait for it. The only ones they had in the store were the lower gig storage phones, he wanted the larger storage. Needless to say they put forth more of an effort to actually help him than the first. However if you wish to sell phones, the advice is to actually have them in stock. He ended up going to Best Buy where they were happy to help him, and had any phone he wanted in any color he wanted. How sad for AT&T.... read more

Fantastic service from both Geno andTai Took care of a complicated issue with patience and professional service. Pleasant and well organized store. read more

The manager lied to me - he talked my 18 year old son into buying a "better" ohone than the one I had purchsed for him (I had purchased an iPhone 7 online, but had to go to the store to pick it up since it could ne be delivered)/ I had to work, so my son went (since it was his phone) - the manager, Hector Lopez, talked my son into getting an i_phone 10 - not telling him in order to do so we had to get a new line and pay for an additional line we never wanted. When I saw the bill and saw I was payig for an extra line, called them back. Hector told me the extra line would "go away" - well, it never did. I received a bill 3 weeks later with the new line on it. When I troed to cancel, I was told it was beyond the 14 day return policy (even though Hector told me I was not going to be billed for the line) and I was stuck. These guys will do anything to make a sale - they are immoral and take advantage of young people! read more

I refused to step in this store again after a terrible experience with the manager, but after seeing the under new management sign, I decided to go in versus going out of my way to another store. Thank God they finally got a new manager! I went in to upgrade my iPhone and was immediately greeted by the manager Matt. Not only did he help me and give me a few options, but he also saved me a ton of money on our cable by offering me a great deal with Direct TV. It looks like they got a whole new staff in there and what a difference it made! read more

Went there three times to simply change a plan. Long waiting, the manager showed up without a word then disappeared, only left one employee working to deal with a crowd of waiting people. We waited more than an hour for our turn, then were told that she doesn't know how to do it. She tried to reach help from the manager, but the manager sneaked out the back door without answering her phone. Really make us speechless. We wasted two hours in the store and need to go back again! read more

This is the worst customer service and biggest rip off I have ever encountered!!!! If I could give 0 stars I would! DO NOT GO HERE!!!!!!! My husband and I added a line to my account and took part in the BOGO iPhone deal. Our "sales rep", who either goes by Louis or Gino (not sure), did not inform us that we would actually be paying for this second phone each month...HOW IS THAT FREE??? In addition, we were promised that our bill would be once amount and then received a bill for over twice this amount. We were charged crazy fees for changing plans, which we were not told would happen. If we had known there would be fees associated with this we wouldn't have added a line, simple as that. Overall, this store and this sales rep were so HORRIBLE. How do you hire someone who doesn't explain the plans and fees to the customers? That's terrible service and completely unprofessional!! I wouldn't recommend this location to my worst enemy. BUYER BEWARE!!!!! read more

The reason I'm writing this is that as a new customer and I was told by one of my friends to buy AT&T phone which was highly recommended. I when to this store in the morning at 10 am, and I meet the manager Aaron Rodgers who set up my cell and told me before leaving that everything was done, transfer of phone number, setup, and policy on refund of the phone. When I got home from a 30-mile hike, I notice my old phone was still getting calls and text and nothing on the new phone, I called the manager, and he told me just to wait for 30 minutes. I waited 1 hour no response to the new phone. I spent 7 hours on the phone with the customer service on how the manager didn't setup the phone correctly or transfer the phone number, plus I was hung up two times by the client service. I finally got to speak to a supervisor, and she told me I had to go back 30 miles back to the store to have it set up correctly .. which should have been done the first time. We return back to the store, and an individual who names was Joshua. He was accommodating and explain what happen and what should have been done. The primary issues are that the customer service is giving information that the store manager is not correctly giving to the customer, in which he is falsely lying to the customer, and no refund because the manager didn't do this job. Nevertheless, I spend all day 7 hours and cancel my job appointment to take care of this matter, which should have been done at first. As for now I will file my complaint with the BBA and see what measurements I can take via consumer affairs in the county and federal, because what is going on with the manager giving wrong information and not helping a customer who had to do this job for 7 hours and even getting hang up by customer service twice. I will cancel this account in 3 months just to get a use of the money I spent. after I will stay away from AT&T. As a new customer, no one should be treated in this manner, especially if they are highly recommended by clients of mine who I trusted on their word. read more