AT&T

I love my new phone case I just got from the store! The staff treated me very well and I liked how they treated me.

I have to say I was a bit worried to go to this store based on the Unilocal reviews, but what a pleasant surprise! My girlfriend and I went in while on vacation to upgrade our phones. It was about 30 minutes before close when superstar Amanda S. called our names. There were some complications with my upgrade. She worked incredibly hard for us, and stayed at least 45 minutes after the store closed helping us without so much as a sour look AND she had some awesome dinner recommendations. This was the best customer service I have ever had at an AT&T store.

Not sure why people are giving so many bad reviews… Maybe I just got lucky? (Doubt it) but I walked in, got all of my questions answered, and left with a brand new iPhone 6s Plus no problem. The staff was very friendly and I didn’t have to wait long at all to get my help even when there were a lot of people there before I left. Thanks guys!

Dear Madams/​Sirs:
On 05JAN16, walking with the use of my necessary cane, I entered an AT&T retail store in Hilo, Hawaii. The store, 333 Kilauea Avenue, (808) 935‑9749, was located 4 ½ city blocks from my new home. I was approached by a young woman and was asked for assistance, whereto, I replied, «I need a printout of my statement that will also include my newly acquired address.» She promptly directed me to a young man nearby, who was noticeably available. Upon hearing my statement, he busily began tapping-​away at his tablet.
Earlier that day, shortly after 4 am Hawaii time, I had a phone conversation with an AT&T Rep. named Warren, who was from the Garden State of New Jersey. I stated that I needed to show my newly attained address, on a utility bill that was under my name, as a proof of residency. AT&T is the only such utility company that will fulfill my need. I reiterated the importance of it, and that it will set into motion, subsequent necessities. Firstly, the acquisition of a newly rentable Post Office Box. Secondly, a new Driver’s License, and lastly, update my new locale with the voter’s registrar office. Warren stated that my request will be done and made available to me at this nearby AT&T store, this day.
The young AT&T Rep. at the Hilo store, named only as Rocky for he had refused to render his last name, refuted his fellow AT&T’s (Warren) statement. He rebutted with a litany of negative responses towards my stated need and that a statement printout showing my new address, will not happen. Despite his list of adversities, he had the audacity to patronize me with his interpretation of true cooperation. Therein lies an imbalance of genuineness of affectability, versus insincerity and deceitful practices. After a tally of skepticism, he concludes with a solitary air of confidence of appropriate facilitation that my need will not be honored.
An unpleasant episode with AT&T Rocky, whereto, «What’s in a name?», but the authenticity of one’s character. Inexperienced, unprofessional, and grossly lacking people skills. Rocky presented himself as a «car salesman», with shifting eyes when things began to fall apart. He was more concerned about the store and the attention the deteriorating performance had created.
Just a hair length above Rocky’s untrained conduct, AT&T Rep. Daniel J. Perry ID# DP 172J (?), came in defense of the amateurish Rocky, who is experienced with a tablet, yet, he is «all thumbs» when it comes to customer service. Daniel suggested that Rocky do a process that will accomplish my petition, whereto, it was almost achieved in a round-​about-​way. They did not give me a copy of my statement. Instead, they basically dispensed a fact sheet of my AT&T account, that also displayed my new address.
At that present moment, I was uncertain whether it would be sufficient enough, or perhaps not. Being in an apprehensive state, I did sense that AT&T Rep. Daniel, was being openly condescending. His arrogant nature also made him out to be a «car salesman», looking about at the steady stares from all about the crowded store outlet. My immediate departure from the store was imperative to Daniel. The intentness of the store fellow AT&T Rep.‘s and potential shoppers, were trained towards AT&T treatment of their elderly (kupuna) clientele, who also was disabled.
After all that they had concluded, by providing me with a potential solution, they unnecessarily caused me to not be myself but be somebody that I choose never to have been. Had Rocky the know-​it-​all as Daniel, this confrontation would have never taken place. July 2016 is when my contract with AT&T will end. I will wait with anticipation and then decide whether to remain an AT&T customer, or find another carrier.
I leave this matter to your resolve, and I remain,
With earnest sincerity,

NEGATIVE STARS! Bring back TESSIE & JANA.
Tessie and Jana were the BEST managers in that store. They understood us locals, they had a lot of ALOHA! I get no help anymore, everything is all about making money for these people now! No help!

1^st of all Joey is awesome and I think Dane who worked with us are both hardworking customer service orientated guys. Over all though my experience with AT&T the corporate giant was less than pleasurable.
Avoid Brian, Bit of a condescending pompous ass. Yes ASS. He needs to realize that C/​S is what will keep us because other wise both the majors have about the same coverage.

Negative stars. You are better off calling an AT&T representative on the mainland or another country.
I’ve been an AT&T customer for about 6 years and have been to the Hilo store one time before. I recently went into the Hilo store to take financial responsibility of another existing AT&T line (merging my partner’s line with mine on a new shared phone plan).
I informed the AT&T rep (Hispanic looking male) that we wanted to keep our iphone5s and phone numbers. He proceeded to tell me that I’m eligible for an upgrade (which I already knew) and how I could pay monthly for a new phone. I declined THREE times.
He then misinformed me that I have an «individual» godfather plan that I could NOT keep because it’s not a family plan and it’s no longer offered. I was in disbelief so he grabs his cohort to reconfirm this.
The first rep continued to misinform me saying that it would be difficult to keep my boyfriend’s existing phone number so he should just get another one. Finally, he tells me that it will cost $ 180 something per month if I merged the lines (includes me losing my god father plan) so we should just keep them separate.
At that point, I left the store without any changes to our plans. I intended to drive straight to another phone carrier for a cheaper quote, but I called the AT&T number on the corporate website to confirm that the information I received at the Hilo store was correct.
The Hilo rep was wrong. I could keep my god father plan if I wanted (I ended up changing it in the end). It was not hard to keep my boyfriend’s number. And my family plan is now about $ 115, NOT $ 180 something per month! I set this up over the phone… Granted it was a long call but it was worth the wait given that the in-​store Hilo rep was incompetent and unhelpful.
The Hilo rep was friendly, but I felt that it was a façade to swindle me into an expensive plan and new phone. Please don’t let them take advantage of you.

Consistently some of the worst customer service Ive ever experienced. I rarely take the time to write a review but todays special. I went in to purchase a 128 gb iphone 6 and had to ask 10 different ways to get an intelligible answer as to the difference between the new and old plans. Whenever I reiterated my question or tried to make a suggestion as to how the experience could have been more cogent the salesperson just got more and more exasperated. She gave me the receipt and phone and never even finished setting it up giving a more or less talk to the hand approach to customer service. Before I could leave a male coworker told me it was time for me to go. We have your money, you have a phone thats not setup and were done here was the vibe I got. At that point I asked for a manager who basically did nothing, at least he listened to my suggestion without rolling his eyes or being rude verbally or nonverbally as the sales associates had. Sadly ATT is the only game in town where I live and it feels like they know it & treat people accordingly.

AVOID THIS STORE. I give Hilo’s ATT’s store a negative star rating. I purchased a phone online to be picked at the store. I received a text stating that it was ready for pickup, went to the store, and I couldn’t get anyone to give me my already purchased phone. Instead they wanted me to wait 2 hours in a walkin line that consisted of 6 people. There were only 3 sales agents on the floor and 8 in the back office. I didn’t require any activation, I just needed to show my ID and pickup the phone. WHAT A NIGHTMARE. Needless to say a reordered the phone online to be shipped to my address.

WORST CUSTOMER SERVICE EVER. Their sales associates are monkeys who don’t have a clue when it comes to anything but selling phones and making their quota. They are completely useless, arrogant, and unhelpful. Switching my service to another provider because I’ve had the last straw and am tired of their endless shitty customer service.

I’ve never been to this AT&T store and a review I wrote was posted here in error. I have no opinion regarding their services.

Poor Customer Service, Poor Communication Skills, Poor Knowledge of type of packages that are available to their Customers. I would NOT recommend Future Customers to go in the Store and use their Services. The Sales People are rude, pushy, and they don’t know what they are doing. The Manager will even threaten customers and tell them that if you do not follow their rules that they will refuse service and ask that you leave the store. Even to the point where they will call the Police on their Customer. I have seen this happen today first hand. Customers beware…

Every single time I have been into this store I have received exceptional service. I left my previous subscription/​plan with another company for this very reason… the service I received here. It just makes the whole dealing so much more effective and I use their services often.
Our company use Pay-​as-​you-​go plans as well as personal and business plans. We use iPhone, Nokia, Samsung and iPad… all of them was attended to equally and with in-​depth knowledge and expert advice.
Anybody who attended to me at this AT&T store always paid attention to all requests and got out of their way to assist me accomplish every need. As I travel extensively my needs are not always straightforward either and often time sensitive. And they always accommodate me with great friendliness yet professionalism that shows high enthusiasm for what they do.
I received text message when my orders got into the store. They followed up with a text to make sure I had been able to set up what I needed on my devices or subscriptions. Where else do you get that level of attentiveness?
Very satisfied with this store and will continue to come in and recommend others to go anytime.

My husband began to get a SIM card not installed error message on his older iPhone. We stopped in this store and they replaced both our SIM Cards. no charge and very pleasant fellow helped us. Competent store with lots of aloha.

I get the impression when I walk in the AT&T store or Verizon for that matter that they all tend to be arrogant & ready to sell you the next iPhone, I’ll buy the next iPhone but not from both stores, both company’s charge premium monthly fees for advertising & somewhat better cell service then the smaller cell providers, but none matches landline service quality (able to make calls during the past tsunami warning, no droped calls, clear voice etc.) to bad Hawaiian tel don’t provide cell service. by the way, I have no connection to Hawaiian tel what so ever, I don’t even have a land line anymore.

Worst store EVER. Employees don’t know AT&T policy & just make stuff up. They don’t answer the phone when called. Long lines when you go in. They rather talk with their friends than help customers. Worst store EVER

This review will cover the experience one would receive in the store. Not to be confused with the data plans, coverage or services and phones available. This is strictly about the customer service and products that can be bought on site.
Its a similar system as you would see at a bank where you wait in line they help the next customer and there are many tellers because some customers take longer than others. But unlike a bank, AT And T does not have those behind the desk clerks like the loan officers. So if you have a serious phone issue you will be clogging up the main traffic and every one must wait. Even if all you need to do is buy a phone charger you need to wait behind «Dad» who is wondering why he is paying $ 500 a month to pay for his daughters phone bill. A simple 3 – 4 min task now will take you 45 because all the lines are taken up by customers with problems they should probably sit down and talk over.
Another thing that i find equally inconvenient is that even though every line is full up there is still one or 2 workers roaming the floor to do sales. For Christ sakes get behind a register i just need to charge my phone. Equally annoying is when you express to them that you just need to buy this charger for your phone and they try to sell you an iPhone. I don’t see the sales rationale to this. I have a perfectly fine phone I just need a charger not a new phone and data plan.
These companies are so sly. if you ever break or lose your phone you must renew your contract for another 2 years. Then they try to add all these extra features with 3 – 4 dollar monthly fees to your bill. Its robbery.
What else is robbery is the prices for the accessories. A car charger is about 45 dollars. You have got to be kidding me. Non-​stereo headphones 25! Each one of these items is made with less than a dollar worth of plastic and wiring then they pay another dollar to have some poor Indonesian child make 10 thousand of these a day. The only reason its this price is you will be hard pressed to find another place that carries the right charger for your phone.
In this particular store i will say the one on one help is better than dealing with customer services on the mainland or even on Oahu. There has been times when i called in because i have been experiencing phone problems and ended up having to go to the store anyway. AT and T customer care center should be renamed AT and T We dont give 2 shits about you or your phone center, want an iphone? Its about as bad as Dell but at least they don’t speak in Indiangrish.