AT&T

Very poor customer service, staff very rude and unprofessional.
I wanted to be an ATT customer as I heard their coverage accross US is good… but I was very discouraged by the staff…
ATT should not hire crap

It feels weird to give five stars to a mobile phone provider for customer service. But, Ian earned it. He was friendly and knowledgeable and managed the new phone acquisition process efficiently and with humor (always appreciated). Sure, it took awhile, but … getting a new phone takes awhile. At least he made the wait enjoyable and as painless as possible.

This was the worst customer service I’ve ever received. We tried to get two new phones, it took five hours, and they overcharged our bill by about $ 100. It took calling the company to change the bill, taking an extra hour. We tried to return the old phone, and they never filed it, charging us an extra $ 100. This was an absurd situation, never go to this store, save yourself some time and call the company directly.

Had a wonderful customer service experience with Danielle at this location. Came in to activate a phone (so no charge). I came in just before closing (after first going to another att location that had locked their doors early). It turned out that the phone wasn’t charged and had been dead for a while, so needed a long time to charge before it could be activated. I told Danielle that I’d come back later, as i didn’t want to keep her past closing. She said it was no problem, waited with me for it to charge and then helped me with the complete set up, answering all my question (which by that time was at least 30 or 40 minutes after closing). I really appreciated that they went above and beyond!

Had an amazing customer service experience with Ian. Went in with a very high bill and got my monthly costs reduced significantly with an upgrade in features. Ian waited as I talked to the customer service team, and assisted us for over an hour. I couldn’t have had a better customer service experience at this AT&T store.

This is my first Unilocal review, and it takes a lot for me to want to sit down and write, so be assured this was a terrible experience.
I will not go into the details of what went wrong with my order and follow-​up phone calls, because I do not have the patience to relive all the details, and honestly who cares? I was extremely displeased with both with the customer service provided at this location, and with whoever tasked with answering the phone.
I will say the storefront sales representatives are pretty standard, even if they do not seem to be on top of their game beyond the basic orders. The manager, though — condescending attitude, and no sympathy or respect for the time outside work I had to expend for this ridiculous situation. He was very defensive about his employees when I explained that I was clearly misinformed, and talked down to me without addressing real concerns. I asked why I wasn’t made known of various procedures until they manifested themselves, and he started explaining the importance of security measures to divert the topic. Didn’t even bother to know my name until the end of the conversation when I pointed out that the order was addressed to someone else. Also tried desperately to divert blame for a mistake on their end.
The woman that answered the phone — similarly seemed fed up with her job. Spent a good amount of time putting me on hold to complete requests that I did not care for instead of answering my questions. Called the 1 – 800 number for AT&T instead and spoke to Naomie who cleared everything up for me in a fraction of the time without having to go through the dreaded phone tree.
If you are here for a simple request or purchase, go ahead. Anything else more complicated, forget it. This place is disgraceful. The one star goes to greeter Dave who patiently listened through everything and at least smiled at the end.

If you go into this AT&T ask for Ricardo. He was great. Super helpful and made the process of upgrading painless.

To make a long story short, I upgraded my phone and I was sent the wrong one. I went to the store to switch it, but it was not that simple. I had to sit on the phone with AT&T for almost an hour working on an exchange. The manager, Regis, and another employee (I forget her name, but it began with a D) were so helpful and even spoke to the rep on the phone when necessary. The store is also very nice and I was helped immediately.

The customer service at this location is appalling. I called because my credit card was charged twice for a substantial purchase, and I was inquiring as to why this happened. The woman who answered the phone was extremely condescending and disrespectful. I wasn’t asking her to do anything, I just wanted some guidance. She spoke to me as though I were uneducated for asking her a simple question.
I’m sorry, but when a customer has been charged TWICE for a large purchase and is merely asking what to do, the attitude is unnecessary and inappropriate.
I am extremely disappointed with this experience and this employee needs to sincerely reassess the way that she treats people.

The manager, Rich, was rude to me on the phone and not helpful in the least after I purchased a phone last week. I cannot believe the poor customer service skills he exercised. I am not even going to waste anymore of my time on this store, just avoid it. Parking is horrible and the manager is a jerk.

Christopher is absolutely wonderful – very kind and helpful for someone who is not very tech savvy. He really made my experience enjoyable – thank you Christopher !

Excellent service. Christopher was hugely helpful and patient. While AT&T is not my favorite phone service in general, if the people helping you navigate the labryinth are good, that positive experience offsets the negatives.

For me, bad service gets 2 stars. I save 1 stars for business I feel *really* screwed me.
This AT&T location managed to do just that.
I went in to AT&T almost 1 month ago because I needed both a new phone, and a wireless hotspot. I had called the AT&T customer service line in advance and worked out a deal with them, but it turned out I needed both of these items faster than the phone service could deliver them. They recommended I get them from the store, though she could not arrange that herself because the store and phone are on different systems. Strange, for a communication services company in 2014, but nonetheless I went down to this shop.
It took a little bit of doing and pressing, but eventually (maybe 10 minutes of talking) I got them to agree to the terms the agent set out on the phone. This wasn’t a big issue at all. Here’s where the issue comes in:
I was left believing that my new phone+plan+hotspot would be running me about $ 40/​mo more than I was paying before. That’s because they COMPLETELY neglected to tell me about sign-​up fees, surcharges, and somehow, a $ 20/​mo fee they neglected to ever mention on that new hotspot. They led me to believe the hotspot wouldn’t cost much extra/​all of that extra was included in the extra $ 40/​mo I had agreed to spend.
So when I though I’d get a $ 140 phone bill this month, it turned out to be a $ 200 bill.
I called customer service to try to fix it, but since it had been over 14 days, they said there was nothing they could do about it. Most of that extra $ 60 is one-​time fees (THAT I WAS NEVER TOLD ABOUT), but still, $ 20 of it is a monthly recurring fee that I was never told about either, so my regular monthly bill would end up being $ 160 instead of $ 140 anyway.
I have been an AT&T customer for many years, but I have ever intention of leaving them within the next 18 months (as soon as my contract is up) due to their attitudes and behaviours in this matter.

My sister lost her phone at a bar and needed a phone desperately. He helped my sister and explained the complicated system of the upgrade cycle versus the new pay as you go phone.
I came with my sister again the next day since I was the authorized user and she couldnt make changes on the account. By the time I got there, I had questions of course. He was able to explain everything in detail.
In addition he was able to complain our current contract and why it wasnt so beneficial having unlimited data. We ended up switching to the shared data plan, causing us to save about twenty bucks a month– which is nice.
I also ended up picking up a new phone screen protector (glass) which is so much better than my matte cover. I feel like my phone is clearer. He did a good job installing it for me and my sister.
Thanks again Christian!

About a month after my daughter passed away this past June I went to my AT&T store to ask them to please cancel her line. The store associates told me that her contract wasn’t up until January 2014 and we would have to wait until then to cancel the line without a substantial penalty.
Since then every month my AT&T invoice comes with her name and phone number and, of course, no activity, freshly opening up this mother’s broken heart. I went back to the store a couple of months after that. These store associates said they would see what they could do and they did nothing Shame on you AT&T!
Do you hire employees based on their ability to crush surviving family members as they must face everyday without their loved ones? AT&T wanted to penalize me for my daughter predeceasing her contract!!! And they did, every month. shame shame shame on AT&T

I went to this Dupont AT&T store in December to get a month-​to-​month phone service for my unlocked smartphone. I was assured that it was a month-​to-​month deal with no cancellation penalty. In addition, I could apply my employer’s discount to the basic monthly rate when I started working a month later, which made for a great overall package. I walked out pleased with my new service.
Fast-​forward five months later. I cancelled my AT&T account to switch over to another carrier, and paid what I believed to be the remainder of the balance. A month later I received another bill from AT&T in the mail for a «contract cancellation fee» of $ 142. When I called the AT&T customer service to ask why I was being charged this fee on a month-​to-​month service, I was told that my employer discount necessitated a 2-​year contract… so in January, when I called customer service to add my employer discount, they just switched me to a 2-​year contract without notifying me! The original contract I signed WAS a month-​to-​month. They just switched it to a 2-​year when they applied the employer discount. Isn’t that just awesome???
So bottom line, the store personnel engaged in an unethical and deceitful business practice.

Well, I hate to confess that I’m becoming «that guy» who only gets on Unilocal only when he has something bad to say. But let it be a testament to my general positivity that I’m almost never on Unilocal!Last logon was in 2008, as a matter of fact, and it’s 2011 now. Besides, as long as businesses can pay their way to fewer negative reviews on Unilocal,my posts should make things about even.
Anyway, disclaimer aside, this should just be a quick note to say:
AVOID THIS LOCATION.
We’ll say that they have a minimalist approach to customer service, and that’s putting it lightly. I suppose it’s an era of supply and demand (admittedly, for Apple products), and since there’s THAT much more demand than there is supply, the staff can afford to be as discourteous as they are. I know I should probably go into more detail about my experience, but I’d rather not. Rating cell phone stores is like rating DMV’s — it doesn’t matter in the end what you think of them, because they have something that you require.

Unfortunately there is no «0» star rating, nor is there an indication of time wasted at this establishment (both the local store and AT&T as a whole). As a Unilocaler whose ratings are typically quite positive, please take this as a serious condemnation.
My phone has been largely dysfunctional for the past 3 months. Like many of us here in DC, who work 80 hours/​week, getting the time to fix these sorts of problems requires sacrifice of either our precious free time or actually taking leave from work.
Despite 6 separate attempts to fix my phone via telephonic communication with AT&T, then 2 trips to the Apple store, and finally 2 trips to this AT&T store, my phone remains unapologetically unfixed.
There was not even acknowledgement of why this situation would be frustrating, and moreover there was no effort made other than scripted maneuvers: «buy a new phone and extend your contract for 3 years»
With no semblance of appreciation for a consumer previously loyal to the company for as long as the iPhone has been in existence, I am sad to say that AT&T fell way short of even the most modest of expectations.
Needless to say, I am counting the few remaining days before the iPhone becomes available on Verizon.
Also, the military «appreciation» incentives look good on paper, however there certainly was not even a second’s consideration granted to an active duty serviceman with a legitimate gripe.

Honestly, the most competent AT&T store I have ever visited. I went the day of the iPhone 4 preorder and was helped as quickly as possible considering the lines. The manager (I wish I could remember her name) was absolutely amazing.
They were probably annoyed with me because not only was I upgrading, but I was changing my number and getting a few other things taken care of (probably not the best time), but they were more than accommodating and when they couldn’t finish it in the time allowed, they promised to work on the issues over the next several days and call me as soon as they were finished.

August was a busy month for me, having scored both a new job and a new place to live within a week of each other. As a personal gift (that was later funded by my parents under the guise of a birthday gift) to myself, I finally joined the rest of the nation and upgraded my 2 year old LG CU500 to an iPhone. The $ 30/​month data plan is still irksome, but I figure that AT&T needs a way to perform maintenance checks and repairs on their spotty service.
The customer service team at this store is really thorough and straight forward. When I told Anthony, the employee, that I wasn’t really too sure why I would want Apple Care… he gave me the legit rundown. When I told him that I wanted a case that wasn’t cheap plastic, he let me look at all of the ones of interest throughout the small shop. He spent his time putting on complimentary glare-​free screen covers (which I strongly recommend!) and even went through the tutorial of how to use the phone. There were at least seven other customers in line that day, but I was treated as if I were the only one in the store, which, for those other customers, could have been pretty irksome, but once they got to the front, I’m sure the service was appreciated.
Last week, my case broke. I don’t know if it was my fault or just the shoddy craftsmanship of the iFrogz line of cases, but I went back to the store to request a new one. I thought I was going to have to sort through bureaucratic nonsense or come up with a valid reason as to why I needed a new case, but Tiffany, the customer service agent, took my old one off, put a new one on, and told me to have a nice day. I was in and out in less than 5 minutes.
I’m not a fan of AT&T’s service… I think they really don’t care about individual customers and just want to maximize their profit, even if it means providing an inferior product since those who want iPhones are going to make the switch to AT&T regardless, but the employees of this store really speak volumes about their corporate parent, and if you are in the Dupont area and even thinking about getting an iPhone, go inside and have a chat with any customer service rep… you’ll be glad you did.