AT&T Store 220 Harker Place, Annapolis, MD 21401

"Marcus was very knowledgeable and professional during our visit. He helped me with my phone upgrade quickly and promptly. Plan to return in the future."

"Vaughn was an excellent customer representative in AT&T Annapolis store @ Town Center. Courteous and helpful. He was the first to greet me as I entered the store."

"Kirk Cable at the AT&T store was very helpful and knowledgeable. I’ve gone to him in the past for purchasing all my electronics. He is welling to figure any issues to complete the transaction."

"I came into this store on 11/24/23 to upgrade my Samsung to a new iPhone 14 256GB. We were helped by Kirk Cable. It had to be shipped because they only had the 128GB in stock. The phone came in the mail the following Monday, and it was the 128GB. I thought no big deal, I'll just exchange it for the right one. It turns out that to exchange a phone, it either needs to be activated first or returned in store. I didn't want to unbox it since it would just be returned anyway (and because AT&T conveniently charges a $55 restocking fee), so I went into another store closer to me (Montgomery Mall) to return it. I was there for 2 hours and got nowhere, despite a lovely store assistant trying to help me over the phone with tech support. She communicated to me that they had made a tech ticket, and would contact me in 24-48 hours once the phone had been activated. Lo and behold, 2 days pass and I never got a message. I called Customer Service again, and they tell me they don't see any tickets/notices/updates on my account. So now, I'm back sitting in an AT&T store trying to get this figured out so I can exchange this phone for the one I wanted. I tried multiple times (1 call, 1 email) to reach our original sales assistant to try to get some help, and it went unanswered. He was very friendly when we were in the store, so I feel bad having to make a bad review, but I'm at my wit's end and all I wanted to do was buy a new phone. It's incredibly frustrating. The AT&T policies around exchanges are totally nonsensical and seem designed to cost as much time and money as possible. I'm going to have to pay an activation fee and sales tax twice. I've spent multiple days this week trying to figure this out, taking hours out of my work day that I'm losing money on. Not to mention my sanity. All of this just to genuinely warn any readers against using AT&T. DON'T. They very literally make it difficult to be a customer. I had a prior issue with them a few years ago after my phone was stolen. It took over a week of arguing over the phone to get them to send me a replacement then as well. Their reason was that the stolen phone was still in use, which was obviously out of my control. It was only when I went to Twitter to publicly vent that I received a message and quickly was sent a new phone. AT&T clearly cares more for money and public image than actually assisting their customers. It's horrible. I'm currently looking at canceling my line and going to Verizon or T-Mobile, since that would actually be less trouble at this point."

"I was at your store on February 2023, to get a new phone. I stated that I wanted to pay the phone in full no installments. I have my current phone with me at the time, and the rep offered me $800 for the new phone, claiming if I pay $200 on the day plus my old iPhone(in good condition) he was going to give me $800 and the new phone was going to be paid off. I restated that I didn’t want no installments and he said “no, you won’t have any because you paying the remaining $200 today”. So I did. A month later, I went to the store bc I saw on my mobile app that an installments plan was created for my number. The store rep at the time told me that it would take 4 months for it to be fixed and that a refund was going to be place on my account. Today, September 22, I went to the store bc my phone screen brooked, and I was told that I needed to pay $865 in order to get a new phone, which it was the remaining balance from a phone that I was told I had no balance on Beckie’s of the $800 credit plus the $200 I paid. I was told I could also add a new line but only half of the information was shared in order to get me again into some deal that later is not honor. I called customer service to follow a complaint, and they can’t do nothing but to recommend me to leave a review here in order to get a follow up call for this matter. What company is this? All the money we pay for our phone and services and no one seems to care about the customer concerns. I have about 8 lines on this account and at this point I’m contemplating moving companies. I am requesting a follow up."