Never have I been so disappointed or disrespected. I was going to set up the WiFi and DIRECTV box because 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 read more

Very nicely renovated ATT store. The best on York Road both in look and service. We were unsuccessful in getting a new phone further up York Road at the ATT store at 10000 in Cockeysville, where we felt dismissed. The employee seemed bothered by our questions and more concerned with the telephone she was on the entire time. Anyway...This store at 1803 York Road in Lutherville is our new go-to ATT store. It is large, clean, and well lighted. Best of all, it is customer focused. Troy T. listened to us and went right to work to answer our questions and meet our needs. In 1/2 hour we were walking out the door with a new phone on order. I highly recommend ATT Marketplace Store in Lutherville and employee Troya T. read more

My wife and I went to this store today because I wanted to buy her a new phone. She needed to look at phones, see how they felt and try them. However, she doesn't know much about phones so I needed to accompany her. In addition, I am having some issues with my phone that I bought there last month so both of us had individual reasons to be there. I told him that. We were very strongly told that only one person was allowed in at a time. I'm not sure what the requirements are because communications stores are considered essential. At any rate there should be 10 people allowed in at a time. Had we been told that we needed to wait outside, that would have been fine. I guess we will wait until the Apple store near us opens. read more

the rep I spoke to over the weekend phone was beyond rude. I called to simply ask a clarifying question in order to determine if I can make it made sense to come in the store and instead of educating me and helping me. she spoke to me with an attitude and acting like I was inconveniencing her with my question. I do not not understand what it is about the customer service in the state of Maryland but since I moved here about 10% of my experiences any where have been good So dad... read more

Walked into the store today. 7 or 8 employees were working and all standing around and no customers. A nice lady greeted us and told us to have a seat, she then went over to speak to what looked like was a manager. She came back and we explained that we wanted to setup a new account. She then told us to go online rather then working with them in the store. We asked multiple questions and she insisted we leave the store and go online and come back if we had any issues. I've never been to a store where 7 or 8 employees are working to tell you to go home and figure things out online. I hate writing a bad review during a pandemic, but this is ridiculous. read more

I went today and the woman who was helping us didnt even asked us if we have any questions or anything else she can help she just told us straight that she will open door for us wth i wasn't even done i went there for 3 phones we fixed issue abt one phone and told me that she will open the door for us she was rushing to kick us out read more

This is easily the worst AT&T store I have been to with staff who just does not know protocol. We stopped in a few weeks ago to, unfortunately, take the deceased off of a cell phone plan (which was month to month by that point) and replace with another family member who wanted to keep the number and sign a new contract. Let me repeat this: sign a new contract means new business. However, we were unable to do so because an employee thought up--out of thin air as we learned at the admirable AT&T location in the Towson mall--that a death certificate is needed to change the name. For those unaware, it takes more than a couple of weeks to get such documentation and we were short on time: the store was closing and taking holiday specials with it. I fully realize that this a a not-everyday request so that's why stores have managers and 800 numbers to call round-the-clock (or nearly so) headquarters. This staffer just dismissed us instead checking with no one the accuracy of his information. With hat in hand, as the expression goes, we left the store only to find out half an hour later that no such documentation is required at a much more knowledgeable location. You fail, AT&T Timonium. Like anyone would make up the death of a parent anyway. Avoid this place--they are just not cool at customer service. read more

What a frustrating experience. Signing up for a GoPhone account took the rep roughly 90 minutes. He wound up signing me up for a non-smartphone account (even though he spent 90 mins with my iPhone) so data didn't work. Then I spent another 60 minutes on the phone with AT&T tech support. "We don't care, we don't have to, we're the phone company." --Lily Tomlin, SNL read more

My experience today was very negative. The rudeness of the female representative was appalling. I was spoken to in a condescending tone of voice and had none of my questions answered. This staff member is not an asset. read more

This store isn't just a new physical location, but it features AT&T's newest sales and service experience/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. read more

Hate having go here!! Always slowwwww; and no amenities while you wait, not even a restroom. If you know everyone has to wait an hour or more - can't you have a restroom, water and or coffee?? Think I'm ordering on line only from now on! Staff doesn't even seem to care. read more

Not sure of the purpose of opening a store and having 3 employees to help. The wait is always an hour or more, no bathroom, no water. Just an overall bad experience. read more

We have been customers all the way back to the Cellular One days, and I have exclaimed my love for AT&T and its customer service for YEARS. Our experience yesterday will not change my overall opinion of AT&T as a company, but this store experience was terrible. We got there mid-afternoon in search of some help to look over our plan as it has gotten to be terribly expensive in the past 6 months for no real apparent reason since we actually have a lower data plan than we used to, and are paying substantially more for it. We have been in this store many times before and always have been greeted at the door by a friendly associate to check us in and review our reason for visiting. Yesterday, there was no one at the door, and only one associate in the front of the store, who was helping another customer. It took her a solid 5 minutes to acknowledge that we were even there, and when I asked if there was anyone else working, she said that there was but she didn't know where they were. At that point, I would think she would've gone to find someone else, but that didn't happen. A couple of minutes later, some guy who apparently worked there came in through the front, a soda and chips in hand, and walked right to the back with zero acknowledgment of our presence. FINALLY, after 10 mins of waiting, another associate emerged from the back of the store. Call me crazy, but considering that we are customers that are paying $300+ a month for service, I would at least expect for her to have apologized for keeping us waiting. When I said to her that it was so unusual to only have 1 person in the whole front of the store for customers, she retorted with, "Well, I was on lunch, I wasn't ignoring you." Allllrighty then. Not a great start. When I asked for her to review our account with me to see if there was a way to lower our monthly bill, she more or less said (over and over again) that she was not really there to do customer service of that kind, and that I really needed to contact customer care via phone. She said that by looking at our account, she said the only thing she would suggest is to go to unlimited data, but that was likely what customer care via phone would say too. She said apps are simply eating up more data these days, and so it costs more. When I said that this seemed excessive, as my bill has increased by $80/month and I am getting 5GB less data, she became very patronizing in repeating as if I wasn't understanding her about it being the apps fault. Finally, you know, I'd had enough. From the second she walked out of the back from her lunch break, she was not friendly, not helpful, and rather patronizing. Again, did I mention that we are customers of almost 20 years who pay $300+ a month??? Guess that didn't matter since the only thing she was there to do was eat lunch. read more

AWFUL customer service! I purchased my phone from BEST BUY yesterday and went to the ATT store to have my phone added to my existing ATT account. I told the the guy working there that there was a SIM card in the phone already, yet he insisted on going to the back room to retrieve a new one. Before doing that he walked up to another customer greeting them and discussing types of phones with this customer with MY phone in his hand. HE then goes to the smokey back room and comes back to me and LIES to my face and tells me that my phone is not compatible with ATT. That I should go back to Best Buy and return the phone and buy an ATT only phone. Well, I went back to Best Buy LIVID at this point and the manager said that my phone is compatible with ATT and he showed me that my phone has 4G ATT network available. Also he said that the employees at this store work on COMMISSION only and they don't care about sitting down with customers and activating your account for you. If you buy an ATT phone and want to return it ant this store, there is a $50.00 restocking charge. read more

AT&T in general is not a good company! The staff are very unknowledgeable and rude. No one seems like to care to help a customer it's like it's not there business! Very ignorant and I hate this location if anyone ever give them more than one or two stars it must be a fake reviewer! read more

Customer support is extremely so rude. 100% would rather switch to Verizon than hit this store again. Worst customer service of all time, not surprised though. read more

I have gone to this store twice to have my info transferred to another phone twice and both times I was waited on by the same person. This young man was very rude. He seemed to only want to help if you are looking to purchase a phone. Each time he rushed my transfer and did not let me know how or what to do after things downloaded. I will never return to that ATT again. read more

I have been happy with this location in the past for purchasing and troubleshooting Apple products. But today when I arrived at 10:10 to purchase a screen protector, there were 3 people ahead of me and 'the 10:00 person hadn't arrived' according to the check-in guy. I drove 2 blocks to Best Buy and had a perfect experience. Really amazing that, with the new Apple phones out, AT&T didn't have a lot of customer service waiting to help. read more

Do not purchase ATT digital life. We purchased from Sophia Lowe and Ryan Shriner, the manager. On 11/29/15. We purchased the system with three outdoor cameras. On three separate occasions, 12/15, 12/22 and 1/2....they could not complete the install of the cameras. Each technician said they didn't know how to do it. When I called to cancel, I was informed I would have to pay an early termination fee despite the system not being installed. Barbara "Bobi" Curtis, from the President's office, will tell you anything "additional" such as lighting, cameras etc is separate despite what your contract states and what is sold by the manager of the store. Therefore, even though the system is not installed...you must pay a fee to cancel...see below...FYI...we didn't even use the security portion of the system the first 8 days as the installer didn't tell us how to operate....and the cameras still sit in the box as of today 1/6.... "pursuant to your request I have cancelled your service for the Digital Life Security System, effective today, 1/6/16. I was unable to reach your husband to discuss removing the equipment. I have scheduled a tech to be at your home on Wednesday, 1/13/16, between the hours of 4-7PM, to remove the system. If this is not a convenient time for your family, please reach out to me and I will reschedule the removal. I am not going to waive the Early Termination Fee. I have advised I would like the opportunity to work with the Field Manager to have the cameras installed at your convenience. The camera package is considered a Life Style Device and not a Life Safety Device. Cameras are self-monitored and not monitored by Digital Life. The security system monitored by Digital Life is in good working order and you have used the security system every day since install. Should you have any questions, please feel free to reach out to me. Thank you, Bobi Curtis Rescue Team | Digitallife Office: 972 761-4017 | bc136j@att.com cid:image001.png@01CF33C6.5FA3DF70" Consumer beware...please file a complaint with the Maryland Attorney Generals office if you too experienced this!!! To follow up. "Bobi" will not provide us with the usage of the security portion of the system. We were not able to use the system until 12/22. She has disabled our log in, so we can not pull up our usage to show we couldn't use the system. She also refuses to provide us with the contract that states partial installation is full installation. A contract we do not have in our possession. Avoid DIGITAL LIFE. read more

As a New Yorker visiting Maryland, I always think people in Maryland are friendly. And then I went to that AT&T store and felt l just met the kindest people on earth. My cousin and I spent about an hour in the store on a busy Saturday afternoon--she had a complicated issue with her new phone--so I just hung out. Everyone was so friendly--even the security guard was nice. And they were helpful--my cousin got her issue settled, and I saved $25/month on my phone bill! Joe, thanks for taking at look at my service plan! I live near an AT&T store in NYC, and those guys are terrible (they're much more interested in what's happening at the 7-11 next door) than doing their job, much less making their customers feel valued. But this store! OMG! I felt like a VIP. Thanks guys. read more

My experience at the store was fine though I did wait 40 minutes at least. It wasn't until 2 weeks later when I got my new bill that I realized how much the sales rep had misrepresented to me. I went in to replace my husband's phone which was broken. He wanted the Samsung galaxy S8. I was told when you get one you can get a tablet for $1.00. I said I didn't want to spend more money for a tablet I didn't want to pay for data and would only use it with wifi. He said there would be a $10.00 month fee but I could call customer service and cut it off. He didn't mention the $150.00 plan termination fee or the $20 a month fee if I didn't terminate. I feel I made it clear I didn't want it if it would cost me more money each month. Also, I got signed up for a multi pack insurance plan which was never mentioned and I never agreed to. Lastly, when I inquired about the plan I was on he said I could get unlimited for roughly the same amount. So i decided to change but what wasn't mentioned was that the 20% discount I get through my employer doesn't apply to those plans. I had asked during this consultation if everything was still fine with the discount when I was making these changes. I was told it still applied. Ultimately, I guess I was naive that I took what was told me at face value. Once our current plan expires I will be changing companies. read more