AT&T

Hope this gets to the AT&T store at the Clocktower, Herndon. The employee Andrew was fantastic. He solved my technical issues and was as helpful as could be. On a holiday, Memorial Day. I told him that I hoped he was getting holiday pay, he laughed. If he’s not, shame on you AT&T

Is zero stars an option? I cannot believe how ignorant and rude the staff is here. I was sent to this store specifically because they are a «core» location. I went to transfer my line to a different account and they told me it simply was not possible, despite the fact I am an authorized user and had correct notes on my file, they did not even try. They rudely turned me away. I then went to a location right down the street and wouldn’t you know… they were able to do it in FIVE MINUTES. Do not waste your time at this location, instead go to the one on Elden Street.

I came here twice in the same week for phone issues. Phone support was abysmal, but there wasn’t hardly any wait inside the store (As opposed to Best Buy, which was also abysmal) and the person I worked with was absolutely exemplary. I’ve been used to horrible service at most mobile stores (Like the closed AT&T store in the Spectrum center) but this place is definitely somewhere that I would want to go back to.

so many things wrong.
1. They never pick up their store phone. EVER. I called them a dozen and a half times over two days– never a pick up.
2. Deceptive business practices. Went in, got a new upgrade, person who did the upgrade implied I’d keep my unlimited plan– but didn’t, and signed me up for the terrible data pro plan.
3. Generally inattentive staff.

I bought a refurbished iPhone 5C that needed to be activated. I walked into the store and in less that 1 minute, I was brought over to one of the round tables where the rep began to configure my device. She told me that I needed a new SIM card (upgrading my iPhone from 4 to 5c and the SIM cards are different). I was given a SIM card (free of charge) and my iPhone was activated. I was out the door in 5 minutes with my iPhone 5C ready to go!

This store is the example of what is wrong with retail and why everyone is moving online. The staff is rude and arrogant. I dealt with Brandon (who calls himself a manager) and felt it was more important to show his title versus help customers. I went to the store due to receiving a wrong phone from a different store and instead of helping me, he decided to make me go back to the original store while pointing out that it would take me an hour to get there and I would have to pay tolls. The staff is rude and not customer focused. Save your time and go somewhere else. I went to the store 2 days later and the sales floor was packed, about 15 minutes later 4 people came out of the backroom. They were hanging out in the back instead of helping customers.

I went into this location today with my wife and two children. I was not greeted at all when I walked in and I was totally ignored when I looked at the new phones. I wanted to get my son a new phone because he had good grades in school and no one even noticed us when we were standing there for over 15 minutes waiting for someone to greet us or help us.
We understood when we walked in that people were being helped but when they were finished helping their clients they still did not speak to us or acknowledged us. One associate came up and said «someone will be right with you in just a moment» and then another employee came from the back and did not greet us did not even approach us and went to the floating desk grabbed something from under the desk and then walked to the back. The management in this location is not the vision your company prides themselves on and need to be reviewed. I wanted to be a new customer with you and this made my wife and myself rethink coming to AT&T.

Can you please give less than one star! This place is a joke, walked in and have to wait to find out about upgrading my phone for an hour seriously. Employees standing around doing nothing and what looked like the manager behind the desk standing there doing nothing to help any of the waiting customers in fact he was on the phone discussing a movie he recently watched!!! Seriously AT&T you need to get your customer service back, I understand waiting if you need to establish a new plan but if you have been a customer for over 10 yrs and you just want to upgrade your phone you should be able to walk in and say I want that phone, purchase it and walk out at least that is the way it has been since for many years. Oh and when I asked why am I waiting to simply find out if I can buy the upgrade which I never did this in the past 2 yrs I would have simply walked in purchased the iphone 5 and in 10 mins walked out their answer was «well the iphone 6 wasn’t out 2 yrs ago…» Well no shi* but the iphone 5 was. Do yourself a favor and don’t waste an hour of your life at this store. Poorly run!

This staff is friendly, but they definitely are ignorants. Weny there for a problem with my phone. They sent me to Fairoaks bransh as they are the service center.
Aftet arriving to Fairoaks i discovered that u eas missinformed and they just wanted to send me away because ut was crowded.
I will not recommend this place.

Ok. Things are probably bad when you walk in and see a guy arguing with the manager over wait time. Should have been a warning. Instead my wife I and proceeded to wait and wait… and wait. We already knew what we wanted but had to wait an hour just to buy a new phone. The worst part was the store wasn’t. I appreciate the personal attention when tended to, but it’s not worth the wait. Do not go here to get a phone unless you like having valuable time wasted.

I am so over this new AT&T way of doing service. Get your name, put you on the list and you wait. Especially this store where you had 7 ppl on the list and 3 left just after walking in, not to mention no staff on floor. Really over you ATT.

Just got the friendliest and absolutely competent help in putting a US SIM card into a Euro phone! Thank you Toni!

Summary: Your time will be wasted. Go to another AT&T store.
I went here twice. Both times I was helped by Ashish. The first time I needed to set up my MicroCell that I received used from my sister. I was not able to use it at home and did not know the reason why. I went to this AT&T where Ashish helped me. He asked me if I plugged in the MicroCell or made sure that it was on. I was slightly insulted at his remark, but I figured other customers might have made this error, so I played along. He told me that the MicroCell should be working. It did not work once I got home. I called the main AT&T hotline and had it fixed. The error was due to the AT&T database where one database had my name on it and the other my sister’s.
I decided to have another go with this AT&T store the second time when I needed my phone to upgrade. This time I also brought my husband along. Ashish again helped me. He told me that with the current plan I was having, it would be better if I bought upfront an entire new phone at full price or paid $ 200 upfront and $ 25/​month for two years. He did not explain the Next plan, or if he did, it was so brief that I missed it during his explanation of just go straight purchasing a new phone. My husband also had a question regarding the 10 GB family plan, and straight away Ashish stated that it would be cheaper, but my husband would need to get a new phone to change the plan. He did not even ask or look at my husband’s family plan. Currently, my husband and I are not in the same family plan. My husband stated that he is not in my family plan, but Ashish just said yes, it’s cheaper without further explanation. I was disappointed with the result and decided to go to the AT&T store in Fairfax in Main Street. Joffrey assisted us there and explained it thoroughly for both my need to upgrade a phone and my husband’s questions about the 10 GB family plan. He did not give us any BS and within half an hour, we were out of there with our questions answered and a new phone.

Terrible service. First, the agent seemed to want to do anything else except working there. He constantly looked somewhere else while talking to me. When I didn’t understand his explanation, he got impatient and use the word «Gosh.» That was inappropriate. The employee’s name was Ashish.

I got great customer service here when I came in with a phone issue. The person who assisted me was immediately attentive, super friendly and personable, while also being top notch in ensuring I walked away happy. He was unable to help me there, but streamlined the process for me and outlined what my options were as well as the fastest way to solve my issue. This will be my first stop for future phone issues thanks to this experience as well as the convenient location.

Came in to discuss my rate plan as I was contemplating getting a new iPhone. Sadly, I left without talking to a single salesperson. Those in charge of the store ignored my presence as I drifted toward the brochures on one of the floating desks. While I was there several people were approached on the sales floor and asked if they needed help: A man with a squirming son in tow, two college boys and a husband and wife. They were greeted and had their questions answered. My experience at this store was unique. I felt invisible. Inexcusable.

Visit 1, to preorder: two stars. Was completely ignored when we came into the store, and then got passed up by the only available associate (who pointedly turned away from us to fiddle around with a display when I walked up to her) for more professionally dressed gents who strolled in after us. Guess she wanted to flip her poorly bleached hair over her shoulder and bat her lashes at her next sugar daddy? Fortunately, Eymi was attentive enough to service me next once she completed a sale at the register. Brusque attitude but I’m sure anyone would be stressed out by the rush of customer traffic. Still, I left wondering if I would’ve been better off strolling over to preorder at the Apple store.
Visit 2, to pickup: She was much more amiable this trip. I got the notice a day early so I didn’t have my receipt, but they assured me that I could still stop by on the way home from work and they’d be happy to reprint the necessary paperwork. She activated and tested the phone in a very short period of time. Smooth transfer of contacts, plus some friendly pointers. I was psyched that they’d received a new batch of bumpers as well that day, in the tan plaid I wanted. Walked out thinking everything was groovy.
But now I’ve discovered a grievous mistake that settles it back to 1.5 stars for me. Apart from my frustration with the corporate changes to the plans, forgetting to reapply my previous text messaging plan after tacking on the data plan is pretty heinous. Worked with AT&T’s customer service hotline to resolve the billing issue, but I still won’t be back here again.