When I purchased my phone, I had a plan where if I cracked my screen protector I could walk in and it would be replaced for free, no question asked. Then, when I upgraded, it changed to $10 for each change. I guess recently they switched it all up again. Instead, you now have to have registered your screen protector with the company they now use and request on be sent to you. Placing all the work on you to replace the screen protector. I was told that I could do all that and bring the screen protector to the store after I receive it and they would install it for me. Why though, why add all those extra steps? Why make it harder? Oh, probably because no one would ever follow through and just buy a brand new screen protector. Why did I go into that long rant? Well, because, no one told me about this change. Especially since I just had my screen protector replaced less than a year ago at another AT&T location in DC. I find out when I come in to go through the motions I had in the past. Probably why the employee I was talking with was getting frustrated with me. We kept going back and forth about this and I think he saw when it finally clicked for me. When I finally realized I was never told of this change. Now, I need to find the bag where I put all of my stuff for the purchase of my phone so I can make sure I registered the screen protector. Or maybe I can go into my AT&T account to find the last time I had my screen replaced to find the information. read more

This review because of how nice the customer service was at this place. Jeff is this very young guy who is genuinely interested in helping people. I am going on an international travel and I wanted to buy a prepaid card that works in Canada. From the moment I spoke to him over the phone to the time I got to the store over the course of 4-5 days, I have seen him consistently doing best job in making sure he understood the client requirements and was super patient and thorough in getting the issue resolved. While I was there I saw him helping other people as well but the one that caught my interest in particular is this very elderly gentlemen (probably in his late 70s) he was helping with. You know how challenging it is for a 20 year old to speak a language that this 70 year old to understand. But Jeff aced it with demeanor that was unmatched. Thanks AT&T for hiring such nice folks. The store was clean. It is right next to the mall with a big parking garage. So it is very convenient to reach. I also saw Pride signs. So extra points for that too. read more

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If I could have given 0 stars I would. Worst location. Messed up my service completely fucked me. I am now stuck with a 400$ bill and that is not what I agreed to at all. I've been sent back and forth to this location after calling the AT&T loyalty department. The store continuously lies about what they can and can't fix in the system. If switching services DO NOT COME TO THIS LOCATION! read more

The customer service reps are extremely helpful here - Malik spent a lot of time with us on a billing issue; we think it was resolved. Thank you Malik! read more

I was in the market for a new phone and potentially new plan, so I stopped at this store to learn more about AT&T's offerings. I did comparisons of Verizon, AT&T, T-Mobile, and Sprint, and AT&T was definitely the most alluring. When I walked into the store, all of the reps were busy so I walked around the store to browse the new phones. Another customer walked in shortly afterwards. A rep from the backroom came out and went to assist the other customer (I was put-off by this, but how was the rep to know who came first). Another rep, who was busy helping someone, saw this and excused himself from his customer, and told me that someone would help me shortly, which I can appreciate. When the next rep was available, they gave me their full attention and walked me through the different plans. He gave me recommendations on the best plan for me as well as an overview of the process to switch carriers. I was so impressed with the level of customer service that I almost switched then and there. Though I ended up sticking with Verizon, I found the AT&T reps here to be much more friendly, nice, and helpful. read more

Poor customer service. Extremely rude and unprofessional people who work at their call center.

I received excellent service from Ana! She helped me with several items & got me a great price. Many many thanks! Thomas read more

Jaida is Extremely rude and not helpful not professional ishe is an awful manager do not go to that place

Malik provided excellent customer service and got us a great deal!! Huge store, lots of associates and easy check out. Thanks Malik!!!!

Cannot say nice enough things about Angelo and Bianca. My wife encountered a tough situation with migrating her number and information from a pre-paid SIM card to an unlimited plan and they went above and beyond to address her concerns. They helped her set up her new phone and made her feel like the only customer in the store. That level of attention really made a difference in our shopping experience and we will definitely be returning to them and them only for our needs in the future. read more

Came into store today, on a Saturday morning, and there was only one employee working. I waited about 30 minutes before I decided to leave along with three others. They need to get it together here, this was ridiculous. read more

Oscar was the best representative that has EVER helped me at AT&T. I was trying to upgrade my phone to an iPhone 7 Plus and no location around me had them in stock. The one near me in Laurel gave me all the wrong information. I asked if the iPhone 8 came in the plus size, they told me no and they told me there were only two colors. I ordered the iPhone 7 Plus as a result and they said shipping would take 2-3 days and then I found out it would take 2! Then, I called one in Bowie and they wouldn't save one for me at all and I had told them I was on my way and that I was driving out of my way. HOWEVER. When I had called into this location, Oscar answered the phone, was very kind and asked if i wanted him to hold one for me until I got there. I drove a long way, arrived, and Oscar properly informed me of everything. He was patient and knowledgeable. Thank you Oscar! read more

Guys, don't confuse the prime Georgia Avenue location with the abhorrent costumer service. This place is like ATTs phone costumer service's laziest were rewarded by working here. Walking into this store included hearing employees cuss, flirting with customers, and chillin to loud raggaeton music (felt like at any moment a shot girl was going to grab my head and tilt it back). The guy "attending" me asked two questions and told me that he can't help me. Didn't sign me in or offer alternatives to the phone i asked about. The manager was busy for over fifteen minutes. If you think I'm not serious about this experience then try it for yourself. I've been a costumer for over two years. Verizon here i come. read more

I had to go to this store to add myself to someone's line. The fist day I went it was around 6 pm. The sales associates we're all busy. This place is severely understaffed. Should take 30 min to see someone. Finally was seen and this guy has a heavy accent and was hard to understand. He was really impatient ( because he was suppose to be getting off at 7) be that's not my problem. I guess he figured I would be an easy fix. He kept huffing and puffing being really rude it's not like I came in at 7:45 pm. He didn't have the phone I wanted available and literally tried to lie to me about a lower quality phone camera being better ( I did my research beforehand and knew better). This is ridiculous. They need to do better. read more

Fuck this place so hard. If you break, scratch, or just need a new iPhone go to the source (Apple Store) don't waste your time by going to this store 10 minutes after they open to try and get a replacement phone in a hurry. If you don't have a job or anything to do on a Monday then yes, go ahead, sign in with the guy who apparently isn't allowed to do anything more than take names and corral vagrants out of the store. To quote the sprint CEO "AT&T [and verizon] don't give a fuck about their customers" this fact was experienced first hand on multiple occasions. I don't want my carrier to extort money out of me every time I visit the store wanting to replace a phone. When I have wasted my time online or on the phone with a representative before I go into the store and I need to just simply seal the deal y buying a replacement phone for a quoted price from two sources don't give me a fucking legal pad presentation on what plan I "should do". Fuck your fuck boy sales tactics, fuck your bullshit customer service, give me my fucking phone and let me get on with my life. I won't be held hostage in this store again and anyone who reads this please heed this warning. Go to the Apple Store. read more

Angelo very unprofessional and very rude I waste my time coming to this store Store manager fix this read more

Everyone was truly friendly and helpful...they didn't hesitate to assist me with a unique request I had. Def recommend them!

I went into this store expecting very little but what a surprise. Staff was super helpful and accommodating. The store manager even went to another store to pick up phones that we wanted! I was a Verizon customer for 20 years - hello AT&T. read more

Worst customer service I've ever gotten at an AT&T store. Only seemed interested in making sales, not assisting long-time customers. Guy lost a tab cover as he was putting the case back on my phone case and when I pointed it out (and luckily, found the tiny piece on the floor), he took apart the case and walked off, leaving me to deal with it. Also, according to a local Apple store, he gave me a wrong answer about the iPhone. I wouldn't come back to this location nor recommend it to anyone else. read more

This store has terrible customer service. No matter what time you go in, no matter who you speak with no one wants to help. The employees treat you like an inconvenience. read more

Sleazy sales practices and manager, you're better off at a car dealership. Let me say I'm a fan of corporate AT&T and a long time customer, but that may not last now. Was interested in the LG Urbane 2 so I went there to check it out. They couldn't find their floor model so they told me go ahead and just try it out for 14 days, if you don't like it you can bring it back no issues. I come to find they intentionally didn't mention the $35 restocking fee when I went to return it due to its iOS shortcomings. The manager, Christopher Pedemonte, was very rude and unhelpful just pointing to the back of the receipt with the return policy. He didn't care about helping the customer and told me "to call customer service if I have a problem". Mind you the receipt isn't presented until after you purchase the device. Sleazy to say the least. Think you might have just lost a long time customer AT&T. read more

Terrible customer service. Staff treats you as though you are an inconvenience that is interrupting their precious private time. A very simple transaction took over three hours, because Charlie, the manager, decided to show up several hours late that day and the transaction could not be completed without him. He repeatedly said he was close to arriving and then just kept us waiting. read more

Hey HEY hey, excellent customer service! Where ya been, buddy?! Right here at the AT&T store in Silver Spring? I like to drink. A lot. But I don't get sloppy ... until a recent incident where I left my iPhone in a random DC cab only to never be able to locate it. (Sidenote: Please don't harass me with messages clueing me into the "Find my iPhone" function. Stuff didn't work.) If you're anything like me, your smartphone is your lifeline. Knowing I wasn't eligible for an upgrade yet, I entered into this AT&T wireless store, prepared to pay full price for a new iPhone. I explained my story to a salesperson and his manager, Tom, and asked what we could do to get my life back together. Tom noted that I wasn't eligible for an upgrade for 3 months, but waived it because he "wanted to make sure I left happy." Whaaaaaaaat?! My sad, lost iPhone 4 has now been replaced with a brand new iPhone 4S for only ~$200. Leave happy, I did! If you're looking to get an awesome deal like I did, here's what you have to do: (1) Be a hot chick. No lie - this will work in your favor a LOT. (2) Wear a tight dress. But don't slut it up - pair it with something preppy, like Sperry's. (3) Oh yeah, and lose your phone or get it stolen. That simple! Now go visit this store and see what excellent customer service is TRULY like! read more

Excellent customer service. Quick and efficient. The only AT&T store I've been to that didn't give me a bunch of headaches.

My first 1 star review and it is well deserved. The bad: - All the AT&T workers were huddled up when I walked in and after they were done yukking it up, one came by to help me. When a store is empty, I would think that a person walking into your store would be a good thing. Not so for these guys. - The worker was confrontational. I am an AT&T customer asking questions about how to get 2 more family members on my plan. Why would you argue with me? - The worker raised his voice at me and cut me off. Ok, I get it. You know more than me. No need to raise your voice. When do I get to ask my questions? - They won't write anything down or show you their plans. What, am I supposed to memorize every number that you give me? These workers like to pound their chest and show you how smart they are (yes, I'm looking at you young junior mustache man) but they don't really like helping customers. The good: - The store is empty and devoid of customers so if you just want to look at phones, this is the place to do it. No lines, no waiting. But if you want help, I would suggest going to another store because this place does not have good customer service. Unless you like being yelled at... read more

I have AT&T and would change my service in a heartbeat but in this crappy two year contract. Service is awful. Something needs to be done.

Worst store ever! Low efficiency and without restriction. I even don't want to use AT&T just because of those stuff's behavior.

If I could describe my experience at this store in one word it would be MISERABLE. AT&T has this new process at their retail locations that requires you to sign in and be put on a waiting list until a representative can assist you. I love the idea but it was poorly executed at this location. I recently had an incident with my phone and was looking to purchase an iPhone 6, which I was under the impression would be no more than 20 minutes. An hour and 30 min later my bf and I are still waiting to be serviced. I understand that each appointment has different needs but the wait time was unacceptable. No one even bothered to check in with the customers that were waiting, which was about 8 or 9 to be exact. When I kindly approached the manager he did apologize which I appreciated but couldn't give me 1 hour and 30 min back of my time. Even when it was my turn the manager said it would take 45 min to an hour for the buying process....WHY?! I had an event to attend that evening so we left with no phone and pissed off. Come here if you have all the time in the world to sit around. read more

The worst customer service ever! I have been with AT&T for 15 years and I am thinking about leaving because of this store. The security guard and the receptionist were extremely nice. The store manager is horrible and inconsiderate. Needless to say I took my business somewhere else. read more

This is a fabulous store, and Sean Williams is a fabulous salesperson. He was informed, helpful, smart, patient. He chased bad memories of trips to earlier AT&T stores out of my memory! read more

First impression counts... I walk make eye contact and no one greets me or even bothers to acknowledge me. How about i'll be right with you or welcome to AT&T. Not happy read more

I had a great experience at this store. I was looking to switch my cell phone service from another carrier and Elias spent a ton of time helping me look at plans, choose a phone and even got that phone up and running for me. I would definitely go here if you are looking for great service and a pretty pain-free phone/phone service plan buying experience. read more

I walked in ready to buy a new phone on the spot but left empty handed and completely uninterested in a phone at all. I don't think that's how shopping is supposed to work. read more

I visited this store for the first and last time. The representative Santiago and Store Manager Chris have no training in Customer Service. I was referred from my local store to this store to obtain a phone for purchase. Upon arrival to Downtown I called and Santiago was the representative who answered. I asked him what time the store closes (eventhough I had looked it up online I wanted to confirm that the information was correct.) He told me "Our cash register shut down at 4:30pm and you need to get here before 4:30pm." I told him I was coming to purchase a phone and was referred by another store. I informed him that online it states the store closes at 5pm. His did not change and his response was "I need to arrive by 4:30pm or I will not be able to make any purchases." I asked his name and told him I would be speaking with a manager. Upon arrival at 4:22pm Jennifer assisted me and notified the Manager Chris I needed to speak with him. As management he was nonchalant and basically told me it was a miscommunication and that the payment Kiosk shuts down at 4:30pm and there was a misunderstanding on my part. He mentioned he already spoke with his staff. Obviously his word was more credible than mind eventhough my story DID NOT waiver. He stated I must have misunderstood eventhough I NEVER mentioned I was coming to use their Kiosk (I didn't even knew about this service) or make any payments. Managers are supposed to be trained in Customer Service and obviously he did NOT master this concept. Avoid this store at ALL costs until the management has changed and or staff retrained to not lie to customers. Jennifer was professional and took care of my sale. read more

Tony and manager Tom at this AT&T store are fantastic! My husband and I went into the store on Sunday at about 4 PM with what we thought would be a simple request...change his plan to a family plan, add me and activate an old iPhone that my dad gave me. Well, the problems were that since neither of us wanted to give up our numbers (which were from different area codes and thus different markets), and we were trying to do this in a third market, this wasn't as easy as it first appeared. Tony and Tom were great though, working on solutions together, and then finally both dealing with customer service to ensure that are account was just as we wanted it. By this time the store is closed, but they both continued to work with us and didn't make us feel as though we were a nuisance. The second issue was since the phone that I wanted to use was an older model, the activation took a bit longer. What we all hoped would be a 20 minute transaction took about an hour and a half, but Tony and Tom were pleasant to work with and understanding of all of our needs and wants. Cell phone stores are generally one of my least favorite locations, but this one was great...nobody was pushy, just understanding and accommodating. read more

The managers here are extremely rude. So it goes without saying the employees here are just as unprofessional and ignorant. Walking into this AT&T store is like walking into a locker room of basketball jocks who didn't get drafted are holding onto their last shred of narcissism by being the jerkiest sales associate possible. read more

The staff here is extremely helpful, and takes customer service seriously. I walked in unannounced, with a challenging service problem. Thomas Yann listened to the problem, identified the challenges, and helped identify a solution that allowed us to keep our grandfather-clause plans while combining numbers into a family plan and upgrading phones. He personally called the phone service representative and managed the transactions, used his knowledge to make our experience highly satisfactory. read more

I've tried for over 3 weeks to reach the store by phone to follow-up as the same store personnel advised. Nobody EVER answers the phone. This gives the impression they want you IN the store. So I've done that 3 times and each time I have to wait over an HOUR. And this isn't even a busy location. Once I waited an hour, completely ignored by all staff, who pecked away at their computers. Some helping customers; others not. When one finally gave me his attention, I was told I wasn't being helped because I didn't sign in. What? I retraced my steps and there is NO SIGN anywhere in the store instructing them to sign in. Turns out there's a piece of computer paper on the counter with first names listed and numbered. Now how is a customer walking through the door going to see this? An hour! An hour until somebody told me this. And they saw me in the store the entire time. HORRIBLE customer service. read more

Went to Colesville Rd. store and left after a complete lack of acknowledgement over close to 10 minutes. Went home and did my Verizon to AT&T switch over the phone. Was told one thing and given another relative to the plan and cost and did not notice the bait and switch until too late. Stuck in 2 year contract but planning to pay my way out regardless. Absolutely horrible customer service, horrible corporate ethics, and an embarrassing display of reliability. The phones arrived days later than they committed to, the #s were not applied to the correct phone and the price for the shared plan was different then what quoted. When I tried to get it rectified, customer care forwarded me to customer relations, and customer relations forwarded me to customer care. Do yourself a favor and either choose Verizon or try another carrier. read more

I ordered a phone on line, didn't like it and tried to return in within the grace period. The store wouldn't take it and said I had to mail it. I mailed it, received a notice it was received, and they still billed me for 3 months, even though I called to say I don't have the phone several times! They even sent this to credit collection agencies! I've contacted BBB and the state oversight board. Hopefully they drop this soon, but its still been a lot of wasted energy, stress, and time complaining. Ugh. read more