The staff really came through!--most notably--ERIN, the customer service person who took on the task of upgrading my phone and walking me through the process. She was attentive and knowledgeable and 100% patient with all my questions and concerns--taking care of all the nuts and bolts tasks--switching out batteries and SIM cards and making sure everything was working properly all the way to the end~ Major kudos to Erin! (Also--many thangs to Ace for his assistance on previous visits to the Barracks Road Store.)

This is the only AT&T store I’ll go to. They are always friendly and put forth effort to resolve any issues I have. I worked with Mikayla Duncan today and she was awesome! She took her time and did everything she could to ensure my phone would work going forward!

I liked Brian. He made me forget that AT&T has always been an overwhelmingly evil corporation, as it is literally one of the worst corporations driving the country to ruin for its own gain. Such as it’s emergency contact system in Louisiana, which recently failed, and whose failure resulted in deaths. You are purest evil, AT&T, and I hope to see your collapse in my lifetime. But Brian’s super cool. I don’t blame him for having to take that job.

CEO John Stankey would be proud of the two fellas that helped me 7:30PM on Tuesday the 29th of June. I was irate because I had had it with my new phone. I had problems I never had with my older phone. I was ready to sell my AT&T stock and go back to Verizon, but these guys patiently resolved the issue and helped me navigate the phone to my liking. I knew I was making a good investment, and I knew I voted by proxy in 2020 for the right guy for CEO.

Went in to change service and while it took a long time (no surprise!), it was a great experience. Sarah was phenomenal. She really listened to the differences in what we wanted for each line and gave us great options. She was very friendly and helpful throughout the process. It’s not the closest store but after my experience, I will definitely be back.

Understaffed? Need to speak via phone with a rep in this store to find out whether they can actually accomplish our needed order. Spent 20 minutes today caught inside a phone wait loop and then was disconnected. It would be a long drive to possibly find out that they can also NOT do what we need.

Erin at the store was very pleasant and helpful arranging a warranty replacement.

We had a really great experience trading our phones in for the iPhone 12 pros. The staff was professional, informative and helpful and I was ready to give them a 5 star rating. Until ...we looked in our account online a couple days later and found out they charged my husband and I for additional insurances, upgrade fees and up-charges we were never aware of, doubling our projected phone bill costs to about $300/month. My husband goes inside the store hoping to resolve the issue and the guy tells him, Oh it should update over the next couple bills. We decided to leave the AT&T store after having received no real help and called the customer service help line. Luckily we got our issue resolved over the phone but it was such a headache.

I can’t say enough good things about the service we received from Erin. She went above and beyond to help us with a difficult FirstNet issue and didn’t stop until she had solved all of our problems. We are very satisfied and appreciative.

Where to start! It was a really bad morning with all the rain and traffic I had a appointment At 10 AM I arrived a few minutes late nevertheless I was greeted by an associate named Erin She started off by asking my name greeted me very politely I told her what was going on with my trade-in and activating my new iPhone 12 that just Arrived The day before and I was having trouble doing the trade-in through the automated system she smiled and said I can take care of this we continue to have small talk she asked me a few questions convince me to buy an Apple AirPods the next generation convince me to buy A Wireless charging pad she threw away all the trash she put everything in a bag receipt and everything she made it feel really good purchasing everything that I bought she’s a type an employee that will really make a difference in a company I hope she’s the manager of that store and if she’s not she needs to be because she can bring a lot to this store location! I hope the right person sees this message and reviews this employee that way she can get her right recognition she is a joyful person a have working.

Julian is the best! He made upgrading my phone a pleasant experience. He was patient, answered my many questions, and walked me through the whole process. He went above and beyond the call of duty.Thank you, Julian. I appreciate your help!

Julian as well as the manager were so nice and very helpful. They took the time to explain all plans with us and took the time to make sure all phones were working and everything was taken care of before we left the store. Highly recommend going here if youre thinking about new service or have any issues. The best one by far out of all att stores!

I could not get my Apple watch set up properly despite 2 hours with the ATT 800 phone #. Erin at this store set up my watch in 15 minutes and saved me from returning it to Apple. Thanks Erin.....youre the best!

Very helpful, customer focused staff. Worked with us to make sure we got what we needed. Julian is the man. Explained everything clearly and in a friendly manner.

I had a wonderful experience when visiting this location. Julian is an asset with the amount of knowledge he has. Very helpful.

The gentleman that helped me, Julian, was very helpful, friendly, fast, and COVID-19 safe.

Picked up an online order and the rep, Julian, was wonderful! He graciously offered to help me get everything set up instead of letting me go home and struggle through the process.I’ve never been disappointed with the level of service at this location!

Julian Miller was absolutely amazing! Professional with excellent knowledge of services and offers and very good customer manners.

The staff is very knowledgeable and willing to help. If one sales person doesn’t know the answer they look to their colleagues for assistance. I find this reassuring that I am receiving all the information correctly. The store manager, Chris, has many bad reviews. I have never had a bad interaction with him. He is blunt and tells it like it is. I guess some people can’t handle reality.

Excellent service and agents. The shop is very well organised and the wait time is usually very minimal. I have been here on many occasions to fix certain issues with our phone lines or to add different services and every time I have left this place with a smile. Good store with good staff. Keep it up.

Julian went above and beyond to help us. He made a typically painful experience (switching carriers and getting a new phone) pleasant. Julian was a true professional who never pressured us - I felt like he had our best interests in mind. Terrific customer service!

Awesome customer service at this time....I recommend this store

Offer deals that will cost you in the end.On phone with customer service for 4 hours than went into the store still no help.

Chris Amos—the store manager—helped me replace my iPhone today. I am not tech-savvy so I appreciated his patience and willingness to walk me through my transaction. Chris also answered questions I had about other ATT services with ready competence and kindness. I would recommend Chris to my friends.P.S. Masks are required in ATT stores during the covid pandemic and each employee was in full compliance.

Swapped to a new iPhone today. Julian helped me and the process couldn’t have been easier or more pleasant.

Always great service from very knowledgeable people.

While the AT&T Network speeds leave much to be desired. Their staff at this store was incredibly friendly and accommodating!

I just called because I want to upgrade my phone. He told me go to AT&T. Com and find answers to your questions. He needs to be trained well so he’s able to answer customers inquiries.

Very helpful and knowledgeable!

I broke my phone and was pretty much devastated. I went into this AT&T location and immediately was impressed with the store. Not only was there tons of products there were also plenty of associates waiting to help. Next I was immediately approached by a associate. He was polite and professional and helped me with everything I needed to know. I literally got my replacement phone a day later! Definitely recommend this location!

As a guy who shops around for the best service, I always receive the best at this location and I really appreciate the honest advice. I will for sure continue to recommend this location and use for my personal business.

Erin was absolutely wonderful.Great experience with helpful staff. 🌟

This was the fastest and most enjoyable trip to an AT&T store. We were there to upgrade a line and purchase 2 phones for the kids. I would say we were there maybe 45 min which I think is pretty damn good.

Julian was super helpful and kind, I left with everything I needed and appreciate his help so much!

I wish I could give this location 0 stars! The manager ace told me he would fix the issue this store caused. But the manager who was here today told me that he is his boss and he cant help. He was very rude and disrespectful. I spent 2 hours on the phone with customer service for them to almost fix the situation. I have driven 45 minutes to this location 3 times in 5 days and have to come back again to return the device. The big boss is a total jerk and does not need to be in a customer service or sales position!

By far the best experience I have ever had dealing with a cell phone provider, Erin is an amazing business expert and helped me find a solution quickly!

This store would have better customer service if the employees were replaced with mannequins. After I told them why I came into the store they panicked and pulled their personal cell phone out of their pocket, called customer service and handed me their phone. They couldnt have been less concerned with my problem.

Most of the staff is super friendly, service is fast, and products are new and frequently updated. The only reason this review is 4 stars out of five is because of one staff member who is kinda dumb and would probably be better help staying at home playing Far Cry. besides that... This is the AT&T you should go to!

This rating is for James specifically. Every time I’ve come in he has been beyond amazing to work with. He’s funny, personable, and informative. I prefer this location because of his customer service. He goes far beyond what is expected and I’ll continue to come to his location!

Very good service and very helpful

The manager is very racist and treated me inna bad way and told me if you don’t know how to deal and use apple devices then it’s better not to buy it

Called in to inquire about the otter box warranty and was rushed off the call. Told to go back to where I purchased it. Didn’t like the way the call wa handled and will not be taking my business to at&t ever again. I’ll be better off going to Verizon

Chris was awesome. I came in just looking to get a new iPhone. Ended up leaving with Directv and a iPad. He showed me some amazing things I can do with that iPad and Directv. Give that kid a raise. Chris’ beard is reaching epic length.

They dont properly inform customers of extra costs. Yes, its probably in the fine print somewhere, but they are usually understaffed and try to rush their time with you to get on to the next customer or go on their break. I asked very detailed questions about my expected bill when I bought two new devices, but wasnt told of an extra line that would be automatically added to one of my new devices that I didnt need. When I came back with my concern about the unexpected charge on my bill, they reverted to their scripted AT&T speak and sounded as sincere about helping me with my problem as a 1960s Dr. Who robot . This store is OK if you just want to purchase something you already investigated thoroughly, but dont expect much help from the floor staff. They appear to be poorly trained in customer service for before and after purchase concerns. This is probably a reflection of a larger systemic issue that AT&T may be having with customer service and employee training.

My experience was wonderful. Sarah answered all my questions and put my phone back in working order. She is most appreciated.

Fantastic customer service. Took my mother there to transfer over an Verizon iPhone 5s we had given her. Christian, the CSR, was super patient and walked her through the entire process. He even took the time to review her current plan and advised her to stay with her cheaper plan. She walked out at a happy customer.

What a poorly managed store. Told it would be 20-25 minutes. I waited for an hour and a half. I saw three employees who did nothing but walk around and another associate left to get food. Glad he gets lunch while I had to cancel my lunch plans. Not one word was said to me while I waited. Switching to another carrier.

Long waits but friendly service. I came in to Port my number from another provider and it took over 2 hours to finally get it resolved.That being said, the staff was friendly and there iron helping me stuck with it and was able to do what I needed to be done.

Very helpful & knowledgeable.

Wonderful experience. Erin is great!

Arrived at the store a few weeks ago and was advised they couldn’t help me bc I didn’t by my product there. I know these folks work off commission, so I spent 102 dollars in chargers I didn’t need. I have the FirstNet network as well as other product. I came back a few days later to get the area managers information, and a gentleman who identified himself as the owner of the store, refused. I explained the situation and advised I wasn’t interested in him trying to fix it. As things obviously weren’t getting any better, I started to exit the store. As this was happening the gentleman said,” Stop crying.” I turned around to confirm what I heard, and laughed as I exited. I simply wanted the products I paid for to work correctly, nothing more, nothing less.The FirstNet network In theory is great, but local customer service and knowledge of the area is subpar. ATT customer service over the phone, and escalation team have been awesome and I’m nothing but impressed. I hold no ill will towards anyone there, but felt you should have all the facts.I wish them well and pray thing go better. However, I’ll never spend another dollar in there again.VR,JB

I went there waiting 80 min till it closed!!! When I first came, the guy said 25min waiting time. There were only a couple of customers so I thinkit should be fine. However, it seems that they have a very low working efficiency, and most time just chat and laugh with customers. Waste me so much time, very bad customer service.

I have had an impossible time contacting a human on Emmett street. I am looped through a robot and a call center that gives the original phone number that continues to loop. I need assistance switching from an iPhone to an Android; both of which I have and am paying for service on. I seriously am considering another carrier at this point

Devaughn Corbin, an employee in this location who falsely represented himself as a store manager (his card says he’s an assistant sales manager) was physically threatening to me. When I told him he needed to take a step back from his position lording over me he did not back off. With a table behind me I was trapped so close his spittle landed on my face, but instead of backing off or apologizing I was told to leave the store. The issue I came in with was never looked into. Staff never took my name, phone number or even looked into my problem before telling me they couldn’t help me, even after customer care sent me to this location.

The employees who helped us were as heplful as they could be although after being there for 3hours one evening and after gettin an error code multiple times, about 20min before they close we were told the system must of crashed we needed to come back the next day. This was a lie, after we explained that we had many plans for the next day and is a huge inconvenience for us to have to come back we go back the next morning because we were told the manager chris would be there at 9am and we arrived at 10am and he was not there. So another representative started helping us and still they got the same error code, so we were lied to when they said system crashed. After 45 min the lady helping us was able to work around the error and get the new line added. Mr. manager Chris approaches and asked if there was anything we needed and we proceeded to say maybe a credit or somthing to comp us for the inconvenience of your systems messing up and being lied to. He got very rude and loud and said that he dont give credits to people just cuz they waited 5 hours in line to be helped. I waited on the system and the employees (including manager chris)not knowing what a simple error code Ment. The other employees were very helpful and polite but i would not recommend going there if the manager acts like that and dont know everything about CORPORATE ATT then go to an authorized dealer place n have a reason to know less.

All I can say is ,its nothing like the good service you get at the Verizon store,not very helpful at all!

I was hesitant to come to this store because of the negative Google reviews, so I am writing this to (hopefully) serve as an at-least partially-earned corrective.I called ahead to ask about purchasing a GoPhone plan (unlimited monthly talk and text) and using it with my own device. The lady who answered was friendly and polite, and, even though they were closing in forty minutes, told me to go ahead and come into the store.When I got to the store, Ace S. provided swift, courteous, friendly, and professional customer service. He was knowledgeable and helpful and did not engage in excessive upselling; I had my new number and plan in about ten minutes time.I work in client services, so I know premium customer service when I experience it. I cannot speak about all of their products or agents, but, for what little it is worth, my experience at this store was a solid five stars.

The worst customer service I have ever experienced. This place does not even deserve one star. James was extremely unhelpful and had to keep running to the back constantly, without explaining why. I waited an hour and a half for help and finally when it was my turn to get help I wasnt helped I was told they could not help me I had to go through corporate which corporate told me go back to the store where you bought the phone. They have a TV monitor lets let them know which customer is next in line to be helped however they dont follow the money they help whoever they want to help if somebody gets up because theyre tired of waiting and says I need some help now Ive been waiting too long well guess what you just lost your spot because they dont follow the screen which begs me to ask why would you even have the screen if youre not going to follow it. My wife and I switched from Verizon to AT&T approximately 7 years ago because Verizon has terrible customer service now when I call corporate I get great service second to none however when Im in the store it makes me want to throw a phone through a window to get their attention to let them know that its my turn and not the person that was behind me. I could go on and on and on and on bottom line is this store needs an enema.

Horrible customer service. Takes them LITERALLY 5-10mins after you walk in to even look in your direction or say anything to you. Then, when they finally do and put you in the queue, the wait is around 30-40mins. They dont help more than one customer at a time because of this and are oftentimes left waiting for things to load with the system etc. Dont seem at all concerned about quickness or efficiency. Tend to keep a very kind/friendly demeanor with customers, but their actions say that they really arent willing to go above or beyond to help you out. When I was there, they literally complained about $11/hr and being upset about how little they were getting paid. Ive worked a myriad of customer service jobs, including bussing tables at Chilis cleaning up food peoples food scraps and scrubbing toilets at a gym. Not once have I ever complained to a customer how much I was making. The manager joked with me that it seemed like I had money, so I should buy a ton of stuff and accessories. Seriously? I really cant. Entitled ass individuals drive me nuts. If you want to make more money, bust your ass and do your best and youll get there. If not, fine. But quit complaining. Nobody owes you a thing, and no matter what youre doing, somebody else has it a lot worse than you.

The staff was friendly but they dont offer tech support for laptops nor batteries for ZTE Wi-Fi device.

Ryan was extremely helpful. Solved my problem quickly and efficiently.

I feel most of these Cville libtards that are giving these bad reviews of this store need to take a look in the mirror. I have been using this store since they opened it and it has been nothing but great!!!! ACE is the man at this store!!!

Came in with complaint, waited over 35 mins to be seen. 4 staff available, one manager who wasnt taking appointments, one meet and greet person who couldnt take appointments. Severely understaffed considering the central city location. Eventually after I asked again for help the store manager engaged (he was just sitting around prior) and listened to my complaint. Seemed uninterested and told me there was absolutely nothing he could or would do to help. Informed me Id have to call customer service, for which customer service support was the origin of my complaint. Informed manager I would most likely leave AT&T for another carrier unless hed take personal charge and at the very least assist me towards a resolution. Manager was uninterested and re-iterated his inability to help,Thank you AT&T Charlottesville for crystallizing the fact that as a 10+ year, $360+ monthly wireless customer my business means as little to you now as when it did that regretful day i signed up for your services. We will part our ways soon.

Very helpful in upgrading phones and had several options. We didnt wait long to be helped by the staff.

First i got a contract phone and the sales person said i guarante you bill wont more $146 for two lines. But the whole time for one year I received a bill for $180 some. Today i went to get Att prepaid plan the guy who helped me and went to the other person to help him. But my phone was not working the guy who helped me was busy and i saw another salesperson name ACE was free i asked him if he can help me just for a minute he refused to help me and said i have to go by queue and i said its just a quick question he said sorry i cant help you and just ignored me and LEFT. Once you pay them then they ignore you so you leave the store. Bad customer service. I hate this att location. Im an uber driver i would tell everyone not to go to this att location.

Sarah Hultquist is the greatest.

Mike and Crystal are two of the VERY BEST sales reps. Never leave without a solution or a helpful new accessory.

We plan with AT&T for a lot of years and just got seco their ridiculous prices and horrible customer service

Staff uncaring all they wanted was a sale or upsale

Unpleasant experience fosho

Very nice store and service was great!

The service here is ridiculous. The rudest sales/customer service person I have ever met.

A few weeks ago I went into AT&T at this location because I have zero service in my new apartment. I was told that the only solution is to get a wireless cell. I was told that it would cost $150 but will get a $75 rebate. First, folks with other service providers such as t-Mobil give this for free. second, why does it have to be a mail in rebate on this day and age? This situation annoyed me because the att staff responded to my incredulity at needing to pay to get service with condescension. This was enough to give them a low rating.For complaining about my service, I was told that I will be given an upgrade from 10 gig to 15 for free. Phil told me this and I went away thinking it was FREE. I then get a bill next month with about $35 extra because they prorated my month for the 15 gig upgrade. When asked about it, they said that it will be free going forward, but it isnt free now because in addition to the 10 gig plan, the way the upgrade worked was to add the 15 gig plan, but in the next month the 15 gig plan will stay and the 10 will go away. Again, when the service person told me this, she said it with a condescension of not understanding why I dont see the point. I told her that when Im told free, I walk away thinking free. She said ok.This is dishonest service and it feels horrible to be cheated by a huge Corp in this manner as I have no recourse apart from venting online.

They were too busy to wait on us. So we left .

It used to be few good people way back then when the store first open but now customer service is so poor I dont want to go there anymore...

Great place with affordable prices.

Horrible service! after waiting an hour and a half, next two available reps went on break!

I made an appointment for 2.00 pm but waited until 3.00pm this place always same .nothing is changing

I can never speak to a real person. AT&&T just puts me in a loop.

We thank James for his effort and help. Our problem was solved quickly.

This is the worst AT&T Ive ever been to, the manager is incompetent and the other representatives probably didnt even get a college education. Complete idiots. Spare yourself from wasting time dealing with losers!!!

Go to the store by Lane Bryant, across from Fashion Square. Huuuuge difference in how you are treated. The Barracks Rd salesman will lie to you straight up.

Very friendly and helpful

Got my phone fixed. It was locked.

Great phone store

Best customer service

Rude employees

Great service

Very helpful

Good job guys!!!

Friendly staff overall.

Terrible service

Garbage company

Nice place. For those who want a cell phone from this company, they can find it there

Wonderful