I am extremely disappointed with my experience at the AT&T store on Laskin Road (Hilltop), and I feel compelled to leave this review based on principle, not just cost. I recently upgraded my phone at this location with a representative named Brandon Carter. During the upgrade process, I was very clear about what I wanted my monthly bill to be. I asked multiple times what my new bill would look like, and I was told it would only be $20-$25 more than what I was previously paying. That information was completely inaccurate. After receiving my bill, I discovered it was nearly $100 more than expected due to add-ons I never asked for and was never informed about, including Next Up and insurance. At no point during the transaction were these services explained to me or approved by me. The issue is not the dollar amount -- it's the principle of adding paid services to a customer's account without consent. When I contacted AT&T customer service, Ms. Brigette was very professional and helpful. She informed me that insurance had been added without my knowledge and helped me cancel it immediately. However, we were unable to remove Next Up because the system required that I first make a payment on the account -- for a service I never requested. That requirement alone is extremely frustrating and unreasonable. Customer service advised me to return to the original store to resolve the issue. I rushed after work to do exactly that, only to be told by the store staff that they could not help me and that I needed to either call customer service again or visit a corporate location. This was especially frustrating since I was following the instructions I had already been given. I then drove to a corporate location, where they did their best but were still unable to fully resolve the issue. I was told I would need to return again the following day when a manager would be present -- meaning more time, more driving, and more inconvenience -- all due to an error I did not make. To be clear, I am not upset with customer service representatives Ms. Brigette or Mr. Santiago, both of whom were polite and genuinely helpful. My frustration lies entirely with the original transaction at the Hilltop store. This situation could have been avoided if the representative had been transparent, honest, and respectful of my consent. No customer should be responsible for correcting mistakes caused by unauthorized add-ons, nor should they be required to spend multiple days and visits fixing something they never agreed to in the first place. This experience has severely damaged my trust in this location, and I would strongly caution others to review their paperwork and bill carefully before leaving the store. read more

Service rep Omar was rude to me. He was selling disinformation about ATT productS just to make a sale. when I told him I'm was coming back the next day he called me a liar. didn't want to confront him and I just left the store. read more

Lied to me on the switch over from T-Mobile. Didn't tell me the proper way to submit for a phone pay off. I highly recommend to go somewhere else read more

I twice went to this store (Aug. 3 and Aug. 6) as I needed to activate a new phone. Although the store is supposed to open at 11:00 a.m. on Sunday (Aug. 3), after waiting 15 minutes no one showed up. Another customer was also waiting. On Aug. 6, although the store is supposed to open at 10:00 a.m., no one showed up until approx. 10:20; another customer and I waited. After the employee showed up, he then spent 10-15 minutes setting up the store before opening for customers. Once inside, it seems that the staff from the previous day hadn't charged the pad that the employee needed to use so he had to plug it in to charge. The customer ahead of me only needed to pay his bill but had to wait until the pad was charged. And it turned out the employee couldn't assist with what I needed. Going to this store is a total waste of time!!! read more

I've been a customer of AT&T for about twenty years. I visited midafternoon this week to discuss options to upgrade my phone. There was one other costumer in the store and three salespeople. I approached the desk and stood there for ten minutes without being given the basic courtesy of a greeting from the two sales people. I had the choice to interject but decided I would avoid the agitation and simply leave and take my business to Verizon or MobileOne. It amazes me that these guys clearly don't understand the basic element of client service. The coverage gap between the mobile providers is very slim these days, so it seems incredible that ATT doesn't make a better effort to nurture existing clients. They clearly spend a ton on ads but don't bother to train or manage the onsite sales team. And if you've been into one of their stores you'll know that there is usually one hustler and a bunch of slack sales people. Count me out... read more

Tracey greeted me at the door and was knowledgeable about my phone issue. She had experienced the same problem and explained that I would need to go to the apple store to have my phone replaced. Tracey made it clear that the issue was a defect with the construction of the power button holder and my warranty would replace my phone. She then did her due diligence, attempting to sell me a tablet. I appreciated the information she shared and would likely purchase a tablet here based on her information. They carry galaxy, windows and apple tablets. I'm strictly an APPLE girl! read more

This place SUCKS!! Jon has horrible customer service and so does the other woman with blonde hair. We came in to get my mother a new phone at around 330, as soon as we enter, Jon walks straight to the back and stays there. The other two women were helping other customers. So the manager comes out and "tries" to help but doesn't do anything but causes more confusion. At the end of a one hour conversation just to get a new phone, Jon finally comes out and starts helping someone who came after us. 3 hours later, we get help from the only rep left besides Jon, seeing as the third one went straight home after helping her customer. I'm military so I've learned to "hurry up and wait" but the service here was just AWFUL ! read more

This is the worst AT&T in the whole Hampton roads. I came here twice, and both time no one greeted you, they did have customers, but no one had said a thing to us. We waited for like 15 mins and not a word or anything. The time now is 6:24 am. AT&T really needs to find employees that have some sort of customer service for this store. I am very disappointed again. Not even sure why I came back to this location. Disgusted!!! read more

Came in to upgrade my daughter's phone to an iPhone 5s. Andy Artz helped me out and he was excellent! I've been an AT&T customer for many years having purchased many phones and accessories. This was by far the best service experience yet! Very personable and very knowledgeable, plus it was on Black Friday, which is a brutal shopping day. A+++++! read more

If you want to get something done don't go here. They don't greet you your left standing there like an idiot not being helped until you seek out a worker who seems to be chilling at work not working . They have you wait forever and are slow on the tasks when it is your turn read more

THE WORST ! SERVICE! EVER! This store is mismanaged to say the least. Pretty long wait periods, no one ever says hold on and we will be with you-five people working in the store....no other assistance here. read more

I'm annoyed at this location. I went In to upgrade my phone, I wanted the new iPhone 10 Xs Max in silver 64 GB. The guy was nice and got me started but It ended up they didn't have that phone in stock. No problem. Asked him if another store has it. He said every store in VB was sold out. Okayyy. Asked him when they'd be getting a shipment. He said no clue. Alrighty thennn. So I waited a few days and decided to call just to see. I ask the man on the phone. "Hey do you guys have any iPhone 10 Xs max 64 gb in silver in stock? " his response his "uhhhh no we don't have anything that specific in stock we have other iPhones but none like that". Uhhh okay??? Nothing that specific? Like I was asking for a custom neon pink iPhone? I'm annoyed at the lack of knowledge at this store. Why don't any of them seem to have any info on their best selling phone? I'd be happy to wait if they could give me an ETA but it seems they don't even know what phones they currently carry. It's pretty sad. There should probably be better customer service when It comes to a phone that starts at $1099. read more

Serve is amazing, the staff is very knowledgeable, patient and friendly. Phil and Erin did an awesome job!!!!!

This store always seems to attract at least one outstanding employee. Andy Artz has been there for several years and he is fun to work with, can keep up with my inane ramblings and manage to follow along well enough to get my order right. He probably should be running the store, but I don't recommend him because then it might take him away from us every day folks! I would travel at least 50 miles out of my way just to do business with him. read more

Attempted to get service there three separate times. Had the worst luck. Unprofessional and rude customer service. In fact, we walked out of the store on all three instances. Had much better luck heading to AT&T near town center. Worth the extra drive from Oceanfront! read more

I came in here after my phone totally crapped out all of a sudden. So somewhat against my will, I had to upgrade to a new phone. I was very sad about having to do so. After my experience here, though, I was happy about it. Trevan was awesome. I really hope that's his name. Pretty sure it is... I had no idea what kind of phone I wanted, so he showed me every single phone they had, and discussed the pros and cons of each. I wound up with the new iPhone 7, after no pressure was applied to purchase any certain brand. The whole process was made so easy with him and the manager, Julian. They were personable and very easy to work with. Julian even looked over my phone bill and informed me of how my bill could be significantly cheaper, with more data AND insurance on our phones. I didn't even ask him to do all of that. I left really satisfied, and much less sad about the death of my beloved LG phone. read more

I ordered an iWatch online, to pick up in store. I have very limited hours between shifts so I expected a simple visit. First off, I wasn't greeted upon entering the store which speaks volumes for a business. I noticed an employee assisting two gentleman at a table. However, I don't take the excuse that just because you have other customers in which you are assisting, you cannot even say "Be right there with you!" . I had to ask the only salesman on the floor if he has any one else working. He goes to the back, and speaks with someone else, then comes to me to ask how long I can wait, after I explained to him that I just needed to pay for my pre-ordered watch, then head right to work due to a time crunch. He said that the other guy in the back is on his lunch break, and that it could be a while before I would be assisted. So, i waited a good 15 minutes or longer, then the manager comes out (the one on the lunch break), and rings me up for my purchase. I don't like to deal with stores, and opt to online shop, but I had no choice but to do a store pick up. If you do work in a store, the man assisting the others could have diverted his attention away knowing he would be spending more time with the customers he already had, and it would have been a smart move to assist someone making a quick purchase. People usually do understand, and will remain patient. You have to be able to multitask, AND as for a manager, you being on your "lunch break" shouldn't be a reason to jeopardize losing customers, especially when you know they are going to make a purchase. I get that civilians have paid lunches in which they usually do not work until the exact time allotted is up, but business should come first and if you cant accept that, don't become a manager. read more