AT&T Store Baltimore Canton Crossing

Best customer experience of my life! KARRELL FLETCHER (sales associate) was as good as it gets! Begrudgingly went in for a much needed phone upgrade (iPhone 6), I had every issue known to man... Unknown Apple ID, a dead email account associated with account, lost password(s), outdated software on existing phone, etc... Karrell had the patience of a saint and the technical expertise to work through every single issue on my behalf. She never tried to oversell me and looked for every way possible to get the best deal for me. All while being one of the most pleasant people I have ever dealt with. Promote this young lady AT&T!!! You have a rock star. I will enjoy my new iPhone 12 ProMax even more given my experience in store with Karrell.

The worse. I have been a customer of AT&T since it was called Cingular. I guess about at least 22 years. I have always purchased my phone under 2 year contract (which has since changed). I recently saw a commercial on tv about receiving a Samsung Note20 5G FREE with a trade in. I called the customer service number and was setup to trade in my phone. I explained to my service rep I did not want my bill to be over $85.00 per month since I was currently paying $65.00 - $75.00 per month. He explained it would only be over that for 2 months, and after the two months AT&T would deduct $33.34 from my bill which is how they do it to make the phone free. This would occur every month until the phone was paid off. I ordered this phone in September, it is now December and I have been calling them seems like every other day and was told on 12/28/2020 I need to change my plan to an unlimited plan for an additional $15.00. I had that set up and was told I had to speak with the trade in group to have the $33.34 removed per month. I called that department and was told I needed to call the customer service number back. I did get a rep (Crystal) who saw exactly what I was going on with my account. She submitted a ticket to escalate the issue and stated I should have been told at the time of placing my order about moving up to an unlimited plan but was never told about it until 3 months later. I then received a call from Gina in the ICU Department and explained this whole situation to her who stated there was nothing they could do for me. She even notice the things that was not explained to me at the time of placing the order, like the plan needing to be unlimited and the trade in needing to be a certain amount. I asked why didn't the rep explain these things and she just stated they would talk with him. Mean while I am stuck paying for a phone I would have never ordered had I not been mislead. I am very upset and frustrated as to how they have treated the issue. I am stuck with paying $999.00 for a phone that was suppose to be free. Will never trust them nor refer them to anyone again.

I went to transfer my number to AT&T yesterday. The staff who helped me told me that I must provide a driver license or an MD ID or a US passport as a proof of ID and said that she couldn't help me with a foreign passport. This simply makes no sense to me. I checked with the AT&T support team who told me that I should be able to use any international passport as a proof!This is really a warm welcome to a potential customer

Did not want to assist me with exchanging a phone I purchased and was delivered through att.com. They stated I needed to go to a corporate store. But in reality, they just didn’t want to assist because there was no profit for them.

My visit was very pleasant, employee was very knowledgeable. And, made me feel 100% satisfied with switching to At&t. “ A++ will definitely refer a friend...