Sales guy offered a new plan during my phone upgrade, said my bill was supposed to be lower, but the plan he offered apparently had not even rolled out yet. Had to go there twice to get other things fixed to no avail. Ended up calling AT&T weeks later to eventually get things sorted out. Definitely not going back there for future transactions. read more

I really just wanted to shout out to the guy that helped me, Louis! He made the whole phone transition process so easy. Literally, It was the shortest time I've ever been in AT&T. Thank you man, it's much appreciated! read more

What could improve you ask? The retail store manager, GNAGNA TOURE, lacked all the attributes that a manager should possess in a retail environment. Her listing skills were lacking. he ability to come up with a solution to provide great customer service was nonexistent. She did not make me feel like a valued AT&T customer. read more

If you're switching from another provider to AT&T, go to an AT&T store, and not to a reseller. Things go a lot smoother if you work with Charlie at Rockville Store, He is patient, and he gets things done. read more

Yes, ANOTHER 1 star review for this location. This store -Cesar- fraudulently set up an extra (unauthorized) line on our account (knowing it was on autopay) and then refuses to correct the issue. Sassy sales rep Ben, even accused us of LYING about speaking to ATT online services-- and thought it funny to the point he mockingly offered to sell us another device to "go with the extra line". Poor policies, and hostile, sexist staff. Avoid. Will be filing a complaint with the FCC (By phone: Call 1-888-CALL-FCC (1-888-225-5322)). read more

I went this store to update my phone recently. Charlie helped me order the phone. Melidi helped me transferred the data from the old phone to the new phone. Both of them are very efficient and professional. The store is under-stuffed. As soon as I got into the store, they greeted me nicely. They told me how many customers were in front of me, how many stuffs they were having at that moment and approximately how much time I would need to wait. I am very grateful for their help! read more

My mother-in-law used her keyboard phone until the very end and finally decided to make the switch to a smart phone! She went with the red iPhone 8 (benefiting AIDS research) and is currently undergoing weekly lessons from my husband and I to catch up to this digital age :) We purchased the phone and updated her plan at this AT&T location. There is plenty of free outdoor parking right outside, but I was informed that the store will be moving closer to the other end of Montrose Crossing (near the Chick-Fil-A and Old Navy). Even so, there will be plenty of free outdoor parking there too. During our visit, we were helped by Devarsh. He was very thorough and with my MIL being new to the world of smart phones (and a bit older in age), I appreciated that he was patient with her and explained things well. Devarsh was kind enough to install the screen protector we had brought along with us as well, so her phone was protected before we stepped out of the store. The one thing I will complain about is that the store does not use a pen/stylus and customers have to "sign" contracts on tablets with their fingers. This was increasing difficult for my MIL and the signature box on the tablet basically had random lines by the time she was done with it. And she had to sign multiple times! Come on, AT&T, get with the program and consider purchasing Apple Pencil to help those who are unaccustomed to this feature... Costco has them in stock. read more

AT&T Store - Popsockets galore! - Mobile Phones Near Me - Rockville, Maryland

The manager at this store, I think his name is Cesar is extremely unprofessional. He not exactly a very intelligent person and does not understand customer service. I am very disappointed and surprised that a company like ATT actually hires these SOBs to work for them. I changed stores. read more

I bought an iPhone 15 a few months ago. I declined any added fees like replacement or insurance. A few months later I find they added those fees in. When I went to the store they told me to call AT&T. The actual fraud happened at the store. AT&T was not as helpful as I imagined they would be to reverse the charges. Avoid this store. read more

There is an idiot employee here. I don't even know what's wrong with his brain. His attitude is very bad when he sees me. As soon as I entered the door, neither employee said hello to me.I stood there for five minutes, and the rude man came over and asked me what was wrong.Then I said I wanted to change my plan, but he didn't seem to want to serve me at all. This shop is the dirtiest and scariest one I have ever seen.Later, I looked at the score and comments, and the score of this store was very low. I know what the reason is. It is normal to have such rude and mindless employees. Don't go to this store. read more

I would like to start off by telling you that I have been an ATT&T customer for years. I was sad they had closed their old location but that changed after finding out that they moved literally 2 minutes away from home. My agent was Ashan whom I'm grateful for, He is extremely professional. My entire family is now services with AT&T but mainly because of this entire staff. The manager is extremely helpful and will also make sure you getting the best service you deserve. I plan to continue service as long as you guys are here Thank you read more

Horrible customer service, I arrived at 3:30 for a 3:30 appointment just for the rep to tell me they aren't taking appointments because they are understaffed, he proceeded to tell me it'll take as long as it takes and told me I could be waiting for up to 30 minutes. Completely defeats the purpose of an appointment, very disappointing and total lack of customer service/ morale. Please do better. I pay extra a month for this kind of service? I'll start paying for a different Carrier. read more

I went to this store to trade in/upgrade my phone. I arrived 30 minutes after they open, but no one appeared to be inside. When I tried to go in, the doors were locked. I looked inside and saw what I assume was an employee peeking out to see what was going on. I didn't even see their full face but someone was clearly peering from behind a sign. This was a terrible impression so I did not try to make them open the door, it's horrible customer service and I'm sure if I ended up getting in the store, I would not be treated well. read more

I've had AT&T wireless for over 10 years. Ordering new service, adding phones etc, easy peasy. But do anything that reduces service (their income) and be ready to battle. I had AT&T Secure Family for several years. It was so-so (Life 360 much better) A few months ago, I started to receive emails abd texts about a new and improved version that was coming out. Great, it did not work well but was better than nothing. Last Sunday, Sept 3rd 2023 I went to use it. Whoops, the new service had started. Needed to go thru a few screens and verift and agree to things. Maybe the 3td screen required you to check by each number to agrees to allow AT&T to access the phone to obtain data for just about everything, marketing etc. This for a system that's just a GPS to see the location of the 4 phones on my account. No, did not want that so decided just to cancel the $15/month service. And the nightmare began. I decided to change to Verizon. Talked to their rep who said I needed 4 or 5 things and I set out to get them. One thing was a 6 digit transfer PIN from AT&T. Ok, like pulling teeth with no anesthetic, but ok, if I needed to I'd get it. Called a nu.ber I was given by Verison to get the PIN from AT&T. Not too bad, but the AT&T system said I had an outstanding balance and needed to pay that before I could get the code. Fine, paid that and got the code and was notified the code was only good for 4 days. Verizon was going to mail new SIM cards but a couple of the phones with daughters at remote locations. Verizon would only mail to one location...the account holder...would take 2 days. Then if I hurried, I could mail the 2 SIMs to remote daughters. Then boda Bing both boom, Verizon said my phones were newer model Samsungs and they have eSIM cards that could be electronically updated and we would eliminate the mailings. I was leary of this, but solved mailing delays and just get-er-done. At the time, I only had phone info for 3 of 4 phones because 1 daughter was at Disney and could not reach her. No problem Verison said, we can do the 3 and do the other when I get IMEI numbers from her phone. I said ok. He said the phones would go out for about 10 minutes. A few minutes later, my phone went out, 10, 20, 30 minutes went by and no service. Thankfully tge Verizon guy had given me his personal cell number so I could get back directly to him, not someone new, and not go thru all the sales crap on the Verizon line. Ended up working with him and other support staff he brought in for 3 hours or so. We decided I needed to go to a Verizon store and maybe change the SIM. Off my wife and I went. Three of my 4 phones not working now. The guy at the Verizon store checked things out and after about 30 minutes, he said my phone was Locked and I needed to get AT&T to Unlock it. Back in the car and to a nearby AT&T store. The guy there wanted to log into my AT&T account thru a tablet there. Problems doing that even with an AT&T "expert" doing it. Finally he said, oh, you just paid your balance today and you have to wait for 2 days for your payment to clear. WTF!!! It was a credit card payment, the AT&T system accepted the payment and send me a confirmation text and started the 4 day clock running on the use of the transfer PIN. This is like going to Safeway or and other store on earth, paying for a product with a credit card and being told to wait 2 days, then come back and get your product. Clearly an AT&T tactic to make it hard to leave. So now instead of a 10 minute service interruption, we are looking at 2 days. I'm furious at this point. We go hame. My wife thinks the guy at the AT&T store in Rockville was full of it, so called AT&T Customer Disservice again went thru all their crap to get a human on the line, went over everything with her and yep, had to wait 2 days. During that call too, she told us one of the phones IMEI numbers was showing being connected to a different phone. We went over this for a while. We were giving her data from the phones. If it's wrong, must be something in their data base. Not resolved but we were heading to the AT&T Olney store in 2 days after our credit card payment "cleared". Literally worked this from 1030am to 730pm on Sunday Sept 3rd. Monday was a holiday and had to wait tge 2 days so went to AT&T Olney Tuesday, Sept 5th. Once again went over everything that had transpired. Expressed my frustration that they only gave a 4 day window with the Transfer PIN. He said, no, not 4 days, it's good for 14 days. I said their System said 4 days. While he was checking something else, I found the AT&T test confirming mypayment, giving the PIN and clearly stating the PIN would expire at 1127am CDT on Sept 7th. He just shrugged his shoulders. Then he proceeds to tell me that I have an outstanding balances on the account. No I said, I paid that and showed him the AT&T text saying so. He said that was just for 1 phone. There were balances left on 2 other phones. Out of characters. Much more. AT&T very bad. read more

Dave was very helpful and informative when I came in last week. He broke down the prices for each plan and phone, and was patient and honest with what I needed; very much appreciated! Great customer service, and I would return because of him! read more

Joey you are the best! I recently visited this location as it is closest to home. My Droid was having issues and desperate for help to either fix or replace. We were thankful to have worked with Joey - she was super nice and so knowledgeable. She assessed my phone and fixed it. She was just great! Definitely know that as long as she works there we will keep coming back for all our cellphone needs. read more

deceptive practices, LIEDTO ME ON PHONE AND about phone that i purchased, worst customer service I ever received at a cell phone company BEWARE, NOT RECOMMENDED, EVEN CSR ON PHONE IS BADDDEDED read more

I have had AT&T for a very long time and with the new iPhone 5S or whatever they name it coming out soon I decided to stop by and quickly double check if I was eligible to upgrade. I wish I had gone out of my way somewhere else. I was attended to quickly, but the gentlemen, and I use that term loosely, who helped me seemed agitated and snarky. If your job entails that you work with people and answer simple questions perhaps you should develop customer service skills. Thankfully, there are better locations to go to such as Montgomery Mall or just stick to the website for simple questions. I won't be sending anyone here unless I dislike them. read more

Go Tristan! When i first walked into the door i had some grumpy guy behind a computer ask who i was so i told him i was there to pick up my Iphone XS i just ordered. He asked if i got an email (kinda implying that i better not be there if i didnt get one saying i could pick it up) so i said yes and asked if he wanted to see it. He later sent Tristan who totally redeemed the grumpy guys attitude from before. Tristan was so nice and knowledgeable of the phone i just upgraded to. He stayed with me til my phone was completely backed up and activated. At&t needs to have more employees like Tristan and not Mr. Grumpy Guy. read more

Patiently waited 30 plus minutes to be assisted by an unprofessional Sales Rep who was totally unhelpful.On top of that terrible customer service by the incompetent store manager Cesar Prieto was very rude, disrespectful and made sexually provocative comments in his conversation with his male Sales Associate and was staring females like a pervert which made me very uncomfortable and unsafe.This store is not safe for female customers and any Att customer will be much better of by visiting the Att store on Shady Grove Rd.Att has a good service but stay away from this store because bad Management creates bad employees. read more

Short version: Cesar Prieto is an A-hole. Go to the AT&T store at Montgomery Mall instead. The store manager, Cesar Prieto, was oblivious, rude, and condescending. He made me wait for over 30 minutes without even bothering to inquire further about the reason for my visit. Not only didn't he offer any support (he clearly didn't seem busy), but he also blamed me for showing up 5 minutes late to my appointment when I confronted him about the lack of service. Mr. Cesar seemed inconvenienced, as if he was doing me a favor. All this from a guy whose bio states "Cesar is passionate about delivering an extraordinary customer experience and making sure that our customers know how much they are valued and appreciated". Yes, I definitely felt "valued and appreciated" as I walked out the door in frustration to go to a different AT&T store! In short, Mr. Cesar Prieto is a piece of s***. Do yourself a favor and just go to the AT&T store in Montgomery Mall - much better experience! read more

Don't use this store. I had an appointment set up because I had to get a new phone set up transferring my old data and apps. I received a Samsung Galaxy Note 8 and was told that since the store was right across the street I should go in & let the tech set up. As soon as I got in the store I was treated like a no nothing ignorant person. There were no other customers, only staff. All very young and talking with one another and using their own phones. I got the feeling like I was a total inconvenience and they could not wait to get rid of me. The store that was next to TGI Fridays on the Pike was totally wonderful. Like a different company. Also I was told that there was no way they could set up my Bluetooth because "things had happened with techs in customers cars". I would have to make an appointment with my car dealership if I wanted Bluetooth set up. the store staff wants to do as little as possible to help customers, except sell phones or tech devices. I was also told that it would take about 2 hours to transfer all the phone features and apps to my new phone. As it was they could not transfer any of my photos at all, so they're all lost. You're better off using the pro tech support. They only spent a total of 45 mins, most of which the tech was in the back doing something else. I was told I'd need to transfer the rest of my apps myself. Avoid this store if you need any type of help with a device. read more

Customer Care had misled me and ordered the wrong phone, so I needed to exchange it. I live in Fairfax but the closest location with the phone I wanted was this one, 45 minutes away. I tucked my 2yo into the car and we headed up. We were greeted by Allen, who signed us in. There were a handful of people in the store but he got right to helping us. He found the phone I needed, answered all of my questions, and initiated the exchange. He was so incredibly helpful! He even looked into our data plan to see if a family share plan would save us any money. My 2yo was playing on his iPad and Allen offered the wifi password for the store if we needed it-- a small gesture but very thoughtful for him to even think about it amidst my transaction. I got my phone and got back on the road after the most thorough and helpful AT&T experience to date. In the future, I would almost rather drive up to Rockville to give my service to Allen and his store than stay in Fairfax. Great customer service! read more

Came in today to make changes to my plan and their customer service is terrible, the employee was so rude and being diffcult for no reason, forgot his name. Don't come to this location read more

The staff is very unhelpful! I was told that my wait time is 5-10 minutes. Half an hour later, when I asked how much longer the wait is, the two sales reps ,who were just sitting there and chatting, said that they don't know how much longer I have to wait, however there's no one else in front of me!!! So then why was I waiting for half an hour? I guess for their story to finish. After 45 minutes of waiting I just got tired and left! POOR CUSTOMER SERVICE! read more

I went here to swap out my sim card for a different one that would fit my phone. The gentleman working was friendly, prompt and helpful. I was in and out in less than 10 minutes for something that has taken much, much longer at other locations. I will likely return here for my next phone purchase. Thanks guys! read more

AVOID THIS STORE IF YOU CAN. Not a surprise seeing how poorly rated this store is. Made the mistake of going here to start a very simple change of billing transaction. We wanted to move my wifes # over to my account. Went in initially to set this up and were given instructions from the employee that helped us that day. We completed those steps exactly. Come back couple days later to finish the transaction and a different employee says, process is not complete and we need to do an additional step. At this point its getting quite frustrating as you can imagine. We ask the manager what the correct process is. He tells us something entirely different than what #1 and #2 explained. Yeesh, Get your act together. If the staff is not sure, they shouldn't be blurting out incorrect information to customers and wasting their time read more

As a first time customer, I was not impressed. We walked in and was told by someone who seemed to work there that someone would be with us shortly while he was walking out and never returned. "Shortly" turned into one hour and we had scheduled an appointment ahead of time! I was looking to switch from Sprint to AT&T. When someone finally talked to us, he did not give us his full attention. His eyes darted to the door every few seconds. We asked a few questions about the wireless plans and decided that their plans were not anymore cost saving than my current plan. We thanked Edward for the ten minutes he gave us. I certainly did not feel those ten minutes were worth the one hour wait. read more

Lady there is very unprofessional. One of the gentlemen started getting my information to be on the list to get serviced, she cut him off and started brushing me out of the list and seems like she doesn't want to entertain my issue. Lazy and shouldn't be working in retail/customer service related type of work. read more

Came here, because I was trying to change my plan, as soon a trying to open the door a guy came into the door and said that we have to wait outside. I waited outside for more than 20 minutes and no body came to help me. Very disappointed, never come back here. I will move it to T-Mobile. read more

Ashan at this location was really helpful. I needed some help with a smart watch device for my son. I needed to purchase a SIM card for the watch but really was unsure how the watch worked because of the limited information that came with it. Ashan provided terrific customer service. He was kind and helpful and proved to be quite knowledgeable. He was also patient with my 8 year old who couldn't get the watch to work fast enough. Thanks Ashan! read more

Set an appointment same day at 5:00pm, arrived and all the employees seemed to be occupied with other customers. It seemed quite pointless to set one up as neither of them bothered to ask me even while they had my name on their screen. They also didn't seem to greet anyone who was coming in which showed the lack on their interpersonal skills. Appointments are set up so you don't have to wait, bad store with poor customer service. read more

Find another ATT store to go to. Anywhere else but here. The manager, Marcos, if he is a manager, was condescending, rude and non-helpful whatsoever. None of his entire staff had name tags on, we had to actually ask for help and when Carlos finally came over, he had no interest in helping us. The manager, whom I don't believe to be the manager and his staff were snickering when we left. The customer service is lacking and when you're spending this amount of money on they're monthly plans and phones or whatever, it's not too much to ask that there be someone with professionalism on hand. Avoid this place unless you like being treated like crap. read more

Poor customer after care! Too many small mistakes. They don't even return your messages. I was told by one of the manager that unless they have extra free time on their hand. They may not be able to call back. I am returning my phones and I am switching to other company. read more

I purchased i-phone X from this location. I asked one of at&t customer service to back up icloud from my old phone to the new one. He didn't know how to do it. Poor knowledge. Not well prepare to work. Unprofessional. While I have service with him, he keeps talking about NFL with his co-worker. Not pay attention on his work. Would not go back to this location again EVER. read more

I have been AT&T customer for over 7 years. The service in this particular store (not by all people by any means) can be terrible. For instance, I was at the store, talking about an error which AT&T representative made. We were close to resolving an issue when Rafael, rudely interepted the conversation and told me to leave the store if I am not happy with AT&T service. When I tried to take a picture of him, he twisted my arm. I am considering legal action against AT&T. Gene read more

I came here twice for the same issue, and there was some variability in the quality of customer service. The first time, the guy who handled me was great- he was knowledgeable, efficient, and helpful. He told me I had to come back with something additional, and explained why, which I appreciated. I came back a week or two later with the proper paperwork. The second time, the woman helped me and she had no idea what was going on. When she couldn't solve the problem, she asked other associates to help her out- which I appreciated- but then she just stood around leaning on the counter, staring, or playing with her tablet while they tried to figure it out. She seemed really uninterested in helping additional customers who were waiting (one asked and she said she was busy). The manager, who was very nice, eventually solved the problem, and I was on my way. However, the whole process took me about 20+ minutes, when I had thought (based on my first visit) that it would be a quick run in-run out errand. But at the end of the day, my issue was resolved, everything got worked out, and I'll probably be back to this location in the future if needed! read more

Everyone was on their phone. All 6 of them. Guy that "helped" me was on his phone the whole time and answering my questions with "yeah that's why" looked more like a get together than a store. read more

I lost my phone charger and need a replacement, and I could have not recieved more friendly and professional assistance. Christina was very knowledgeable and efficient, and I was in and out in 5 minutes. read more

Extremely poor service. Uneducated,rude and unprofessional persons. Long wait times ,because no one knows too much.I went several days to seek help but each time was told totally different information. I am not sure there is a supervisor because everyone seems to be at same level of knowledge. I hope someone trains these folks because it is not their fault if they do not have the background for the job. read more