Rude trainee in serviceRecycled someone else’s phone number and sold to me. Get tons of wrong dial and spam

Incredibly helpful. The staff is focused on helping people with their issues, matching them with the best equipment and services. I had an issue which could have been charged for, instead the work was done for free. Very professional.

Store is amazing, with super friendly staff, Strong work ethics with putting in their 110% in what was needed for my device. I recommend to use their services. Started out with a GoPhone last year & the deals you get with rollback data from the previous month, along with awesome data packages.

Let me be clear first, the two-star comment is for the evaluation of the whole team there, including the customer service backed up the store.The staff there was very helpful and friendly. Adam helped me with resolving the device unlocking issue the whole afternoon from ~330 pm to almost 9 pm. He made a number of calls to his supporting team and tried his best to help me argue the monthly payment back.However, the customer service behind-the-scence was absolutely horrible!!! Every phone call needed ~20 min to be picked up and the answers were not helpful. The team even threw Adam into a infinite loop! Most time was wasted in waiting for calls to be connected. I work at VT nearby and I was sure my boss was not happy about my long absence on a working day.Double think going there if you are in a hurry. Expect hours to solve your problem(s). Very disappointed experience but at least I know Adam tried and my problem was resolved eventually.

The manager of this store, Dvonte, is very irresponsible to his words to the customers. We came to this AT&T store for switching from the postpaid plan to the prepaid plan. In these two months, we came to this store more than 7 times. Dvonte usually scheduled a time with us and then did not show up in the agreed time without any notification. The staff also didnt know what happens when we came, and the staff told us they cannot do anything because it needs managers right. Thus we wasted a lot of time to come here and then go back. We showed our greatest respect and patience to his suggestions so we reschedule our personal time to meet the managers convenience time in store. We came on time every time that the staff suggested. Last time I asked the manager why he cannot keep his promise to show up on the agreed time. He questioned me with very impatient tone “why do you not tell the staff the details and trying to find me?” It seems that the manager here regards customers have the responsibility to explain the details to find the manager, even we had an appointment with him. I really suggest that AT&T should improve the personal training. The manager should have more responsibility in order to help customers. I am very disappointed to the rude customer service we experienced in this store multiple times.

Astounded by the lack of customer service here, especially by one particular guy at the front with the flat-top haircut. Poor communication skills, lack of eye contact, and basically hurried me out of the store, opening the door and showing me out as if to encourage me to leave before I was completely done. Glad Im leaving AT&T for Ting

The manager of the store is VERY unprofessional and irresponsible.We came to the store on 1/28 in order to change the plan from the postpaid to prepaid. The manager said it is easy to do, but, because the billing cycle of the month has started, it makes more sense to keep the plan until the the day just before a new cycle, therefore asking us to come back on 2/20. Hence we came back in the morning on 2/20. He told us the computer was shut down due to the snow so he could do nothing but would make a call notifying us once the system issue was fixed; he even promised that he would be in the store in the afternoon, telling if he was not there, we could just asked the staff there made a call to him and he would help deal with everything. And then? For one thing, he never called back to us. For another, when we returned to the store, he had left without telling the staff about our issue; when the staff called him, he said just let us call 611 and hung up. We were actually very upset at that time but we customers need help from YOU AT&T so we decided to come back next time.On 3/5, the manager said because the billing cycle was renewed, we needed to pay it and wait until 3/20. He said he will give us a discount for the billing cycle ending at 2/20. We asked if we can have the discount now but he replied no. Since we did not want to take the risk of paying another bill considering the manager might not be in the store again just as what happened on 2/20, we went to the corporate store at Roanoke (which takes about 50 mins to drive there...) to address all the stuff and successfully changed to the prepaid plan. Coming back to the store, we were blamed by the manager that we should not change the plan by ourselves because the discount he promised can only be given after a new billing cycle occurs. Well, if that is the case, WHY WE CANNOT GET THE DISCOUNT FOR THE BILLING CYCLE ENDING AT 2/20 RIGHT AWAY? The new bill has appeared on 3/5! Now, he asserts he cannot do anything with the discount he promised. I seriously doubt he in fact has no authorization to give us the discount! He lied to us.Actually, what he told us is basically different from other information. The staff says we can only change our plan from postpaid to prepaid at a corporate store, but the manager says he, and so does the staff there, certainly can do that for us. Similarly, the online official customer service says we will get bill prorated due to our early cancelation on the postpaid plan, but the manager says we need to pay all the bill and ask him for the extra discount. WHY ARE THERE SO MANY DISCREPANCIES BETWEEN EACH INFORMATION? Who can be trusted? Such a ridiculous situation that we are wondering which one can be trusted because they are all the staff in the same company! What’s wrong with the employee training!Having to say, I will switch to another company after I get my new phone.

Thank you, Dvonte, for making what I thought was complicated so easy. You solved all my problems in a few minutes because you are an excellent AT & T staff member. Congratulations on your managers position. Well-deserved.

[Fraudulent transaction] We walk in the store on 3/23/2019 and just try to add a new line into our family plan. The manager Dvonte charge us 53.5 dollars which he explain as $45 new line activation fee, $5 sim card fee plus tax. However, after back home, I find a new iPhone installment in my AT&T account, and that $53.5 is the prepaid tax for that iPhone installment. We return the store on 3/24, the manager admit he made some mistake and promise us he will fix it. Until 4/4, nothing was done and we were told the manager Dvonte left the store (company) permanently. We are now still trying to find a way to report the fraud transaction and get our money back.

Best Wireless experience Ive had in my entire life!! Adam is the best employee that company has hands down!!

Dvante Was Outstanding! Thank you so much

Not efficient, not helpful also didn’t solve my problem.

Only one star because I cant give 0. Lazy workers not helpful at all

The service is good over here

It’s very bad manager don’t come to this location

Kind person, clean store

Poor service. Never help

Very good.

Best Store Around!

Excellent Service!

Low efficiency.

Excellent attention