AT&T

AT&T in Kapolei has the worst customer service. The manager Angela is ridiculous and does not have a customer first attitude. I am in the business of serving people and I have never seen such poor management. If this is how AT&T treats all their customer I’m glad I am a loyal customer of VERIZON. I am in awe at how poorly they treat their customers who have been loyal for 8 years PLUS!!!

Terrible service people. They only help you if you have a new phone or are going to buy a new phone. The guy said «we don’t carry those cases. That phone came out 1 year ago».
If there was a way to give 0 stars I would

This was the worst experience I have ever had with AT&T since I signed up with them 10 years ago. My husband and I had a 2-​year contract and were only paying $ 130/​month. When we went in for our upgrade we were told that our bill was now going to be $ 200/​month for the AT&T Next program or the 2-​year contract program. The customer service representative was not willing to provide any helpful information on why the cost was so drastically different and was not willing to work with us to provide the service that we needed. Also, when the representative got her manager, all the manager could say was «AT&T has better service than most providers so this is why your contract will now be more expensive.» It was extremely frustrating so we decided to go to the Verizon store and switch our services over. Our bill is only going to be $ 141/​month with brand new iPhone 6S with 64 gb. When calling AT&T to make sure that they had our service terminated, they stated that because we got out of the contract 2 weeks early, that we now have to pay $ 95 fee per phone! Even though while at the AT&T store they said that our contract was up. This is just another reason as to why my husband and I will NEVER go back to AT&T and will be loyal Verizon customers from now on!

So we usually got to the AT&T store in Mililani and we initially came there to upgrade my mom’s phone from a Samsung to an iPhone 6s Plus.
The agent who helped us was very pleasant and she was able to have us pay for the phone, change my mom’s number because she was getting weird calls and also get the accessories for her new phone. The only problem is, they didn’t have the phone at the Mililani location… so we paid for the phone and they did the activation, and all we had to do was pick up the phone from Kapolei.
The phone my mom wanted wasn’t in stock, so instead of waiting till the following day, they went out of their way to get everything set up… from payment and all we had to do was pay for the phone and pick it up.
The moment we got here, we received the same amount of service in the Kapolei location that we did in Mililani. However, we ended up waiting a while just to pick up the phone.
There were other walk ins and they were being serviced right away. You would think that paying for the phone at the Mililani location, would warrant us a lower wait time. But I guess I was mistaken.
There were more than enough employees on the floor to service us, but it seemed like we took a back seat to other people who just walked in.
I’m starting to feel like we should have just waited the following day so that we didn’t have to wait again to be serviced.
I’m usually pleased with the face to face contact with AT&T but waiting longer than usual kinda makes the experience suck!
Anyway, by the time we were serviced, Lawrence was great! He was able to get the iPhone 6+ s that we got for my mom. He was even able to upload her old photos from her Samsung to her new iPhone and was glad to transfer her contacts as well.
Although we waited longer than we anticipated, the level of service Lawrence provided was amazing! He made the experience worth the travel from Mililani to Kapolei, to pick up my mom’s iPhone 6+ s!
Thanks Lawrence!!!

The people were very happy to be there but when it came to reactivating my phone they wouldn’t even give my husband a call because they could verify it was him because i waant an authorized account person even though they would call a number from our account. Instead I got contact with an online rep. And she helped me just fine. How can you not verify over the phone but I can instant message someone and get better customer service

Avoid this store at all costs.
Last week I spent 2.5 hours ordering a new iPhone, paid in full. We ordered online since rose gold wasn’t available on island – it obviously took a chunk of time.
Come to find out, the order never went through even though I was assured by the associate (Britney? Brandy?) that the transaction was completed.
Called the store back today and the manager was incredibly rude, offering no apologies and saying I’d have to come back to the store before hanging up on me.
Way to lose a customer willing to pay full price. Learn from me and don’t waste your time here. I know I’m not the only 1 star review – hope this store closes.

went in on Saturday, didn’t wait too long… we wanted to know our options to have AT&T buyback my Samsung Galaxy S6. the girl that helped us went over how it works, & what phone we wanted (iPhone 6S Plus). She said that my line wasn’t available for upgrade until November, but then said our other line can upgrade.
After going to 3 different AT&Ts today, we find out at the last store that 1. all AT&T stores wifi is down, 2. we can’t upgrade any line and if we do, early upgrade we have to pay an extra $ 200 something (makes no fucken sense) or trade in my husbands phone (which is on their stupid Next program).
what’s upsetting is every time you talk to customer service or chat with AT&T…they always tell you the complete opposite of what these people tell you in the store.
Today we had «the pleasure» of waiting for what felt like an hour, & working with TAMARA. don’t know if it’s just how she is or she had a bad day, but this chicks attitude and shit she was saying is what pissed me off and made us walk out ON TOP of her saying we couldn’t upgrade without paying extra or losing a phone. I really liked how she said «well who told you that?! if you called AT&T why didn’t you just order the phone over the phone?!» maybe we didn’t order it over the phone at the time because we didn’t have the money for it. does it really matter who told us wrong info? or what should matter is that you all represent AT&T and wrong information is being given out.
after sitting around for about an hour to be talked to like a child with sarcasm and attitude, we walked out. AT&T is starting to lose it & im totally ok with going somewhere else where the workers know what their talking about & don’t say «well that’s nothing I can do».

For some odd reason everytime I have a problem or question bout my phone bill or just the phone itself Tianna is always the one who helps me. I went in today to see if i could change my plan and she gladly helped me and even gave her own opinion on what I should do. I feel bad though she didn’t make no sales off of me today. But if i ever do need something or buy something you’ll be the fjrst person i go too. Thanks Tianna once agajn for helping me out!

Never did I EVER have to write a bad review until today. It’s a shame how one persons lack of customer service, affects the reputation of the whole store/​company. AMY gave me the worst customer service I’ve EVER experienced in my life. AMY was rude, gave me attitude, and talked to me in a tone that was so demeaning & negative. AMY did not help me at all in my situation, nor did she explain to me anything that I was confused or had questions about. Walked out of this AT&T location furious, embarrassed, confused, and disappointed.
Making a sale or not, you should ALWAYS treat the customer with RESPECT.

Although I am now an At&t customer, I doubt I’ll ever step back into this particular store. A few months ago I was able to find and purchase an LG Lollipop (GD580), which has always been my dream phone. It was an unlocked phone from Ebay and the previous user had been living in New York. My previous phone provider did not support the use of SIM cards, which I needed for this particular phone, so I decided to switch to At&t.
Initially, the customer service seems good. They open the door for you, which is nice, and they are courteous when checking in. However, I must have ended up with a bad apple. For two days I worked with Britney, and never have I ever received such poor customer service before. I’ve been working retail since I graduated from high school and while I do think «the customer is always right» is a load of b.s., blaming the customer is a MAJOR no-​no.
On the first day she saw that the screen said «Emergency calls only» and even tried two different SIM cards in it. She then said that since I was switching companies, it should take about an hour for the process to finish up and I would be able to use the phone after. Several hours later it still isn’t working so I called the customer service center – the associate there was kind and understanding and tried to help me the best he could without seeing the phone himself– and was told to go back to the store and try another SIM card. Came back today and end up having to wait for Britney, watching as 3 people who came in after me get served first, just so she could blame me for not telling her the day before that the phone wasn’t working. The funny thing is, she saw the phone herself, and even tried to call it!
The assistant manager comes out and both of them keep going on and on about how it was «just a miscommunication». I’m not even upset that I can’t use the phone I wanted, because I was afraid from the beginning that I wasn’t going to be able to. I’m upset because these people won’t own up to their own errors.
Congratulations, you are the first customer service associate to ever piss me off to such a level that I felt obligated to write a review about it.
Unilocal account created. Boom.

Great customer service! They open the door for you and didn’t make me feel rushed! They made sure to meet all my concerns and I was very happy with my purchase. Their inventory was low on phone cases but that’s expected because of the new iPhone. Overall though this is a great ATT store to go to!

Let me start off by saying when ever I need to make changes to my account or do an upgrade I always go to at&t Kapolei. When I refer my family and friends I personally take them in to see how awesome at&t products and services are. When I’m their I feel like I’m amongst family. I usually see Jason or Mark for all of my servicing needs. What I love most about this location this the Manager Geri. She is always their when you need her, she walks around her store making sure the customers are taken care and that service is at its best. We need more managers like that. Anyways don’t take my word for it, just head on down to att Kapolei and you will leave a believer.

I had an AWESOME SERVICE at AT&T… Sales Representative, Jordan Garringer is terrific! If you want someone who knows the «In & Out”-s information and take care of your phone service needs… this is the «Go To Guy». Thank you, jordan, for all your help!

We came here to upgrade and connect my daughter’s cell service and we found out that they no longer carry the iPhone 5 — just 5c and 5s. It seems as though as soon Apple introduces their latest and greatest advancement in the Iphone and Ipad category — our phone gets obsolete or like I like to refer to as «vintage.» No fault of AT&T though, but it sure gets frustrating that we have to upgrade our cells just because our «vintage» cells are now obsolete in the retail stores (you can find them on Craigslist or Amazon but trying to get it fixed becomes problematic as soon as the latest devices are introduced).
Mark (don’t know his last name) was very helpful in helping us set up services. We did side by side comparisons of the Samsung Mega & Galaxy Note as well as with the Iphone 5c and 5s. He was most helpful as well as explaining the services attached when you purchase an Ipad with wifi plan versus having none. Despite the growing population in the store, Mark took his time to explain the pros and cons. I appreciate the time and effort he took in making sure all our questions were answered.
This gets a 5 star rating because the products, EXCELLENT CUSTOMER SERVICE and LOCATION makes this a win-​win situation.

The worst customer service!!! Beware! They don’t like customers here. whoever’s the manager he or she needs to start terminating people. Some guy name Scootie. was in the front I just asked him a couple of questions and he replied you need to wait for your turn. really?! Is it my problem if your computer wasn’t working the other day and your co worker didn’t do his job to add a feature on my phone?! Adding 1 star was still hard for me to press coz this particular at & t store SUCKS!!! Don’t ever go here! If u do I’m sure you’ll know after u come there that I was right that they don’t like customers!!! So I just called the customer service and they’re saying that as a corp account I can’t add the feature I was adding because they don’t allow it in corp account and to think those people at that branch said they can??? They have no idea what the heck they’re talking about!!! this people needs to be train well and make sure they know what the heck they’re selling!!! Bunch of B’s!!!

After lunch we came in here so boyfriend could start using his phone again. There were a lot of people already waiting around to be helped. A worker did ask us what they could do for us. They took down his name and there’s a screen on their back wall telling everyone who’s next.
We took some seats at an open area, looked around and waited.
Once it was his turn, they were quick though the iPad he was using was a bit slow.

Very busy so make sure you schedule an appointment online before coming to the store or you’ll be waiting FOREVER!!! Josh is the guy to see!!! He is AMAZEBALLS AWESOME in Customer Service!

Conveniently located in Kapolei Shopping Mall with lots of parking you won’t have to stalk someone walking back to their car, hoping to get their parking.
I haven’t experienced any really long waits here. I suppose it depends on the time of day you go there and how many people are ahead of you. When you walk-​in, you check in with the associate at the front who will check you in, ask you a couple of questions and your name will appear on big screen. You can see how many people are ahead of you. If you’re pressed for time, you can always come back another time if there are too many people ahead of you.
Most recently I went to AT&T because my the rubber part of my cell phone case had ripped. When I bought it ($ 50 — gotta protect my baby — iPhone 4s) I was told it had a one year warranty on it. I went there with really no expectations but I was pleasantly surprised when Cory switched it out. I had kept the receipt but he didn’t need it since he said it came up on my records. He put the case on for me and even cleaned the face of my phone before putting it on. Talk about customer service.
When my sassy dad decided he wanted a cell phone, I told him I’d buy it for his birthday. Tried talking him into a flip phone but nooooo, the man wants to go straight to the iPhone. Mind you, the man has never had a cell phone before and doesn’t even know how to turn on a cell phone. The woman who assisted us was so helpful. I forgot her name but I think she might be the manager. She wears glasses. Anywho she was so patient and explained the different phones to my dad and it’s features. Since this would be his first, she suggested something more easier, like the flip phone. She didn’t try to push a high price item on him BUT the brat wanted an iPhone and wasn’t going to leave the store without one smh. To make matters worse, he got the newest version while I still had to older version. Brat right?
Another time my phone kept searching for a signal so I took it to AT & T. Tiana helped me and thought it might be the SIM card so she changed it for me but it still kept searching for a signal. Nobody else was having signal problems so it had to be the phone. Tiana called Apple for me and told them about my phone. I took it to Apple and they gave me a new phone. Seems it was some type of glitch with the phone.
Anyway, I get that AT & T gets super busy and you might not feel acknowledged but when you walk in there is an associate standing at the door who will take your info. Like I mentioned, I’ve never experienced bad service here and everyone is very friendly and helpful.
UPDATE: the girl who helped us was Marmi. She helped us again today and she’s totally awesome. She took the time to explain the iPhone to my aunt, figured out which one was more economical for her and which plan to go with. She even transferred all my aunt’s contacts from her dinosaur phone (thank god or else I would’ve had to try and figure that out), put the screen protector on the phone and the case as well. Talk about customer service!

My honey and I used to go to the Waipahu location until they started being unhelpful with our inquiries. Plus, they were getting ruthless in trying to get sales because I learned they were on commission (not sure how true that is but they were ruthless and aggressive).
So, we ventured few years ago to Kapolei and we never looked back.
We’ve been fortunate to have great sales people to work with and our current AT&T sales person is *DRUMROLL*
Blake
Yes, I will advocate and promote Blake because he is very helpful and will take the time to answer any questions.
Did I mention helpful? Yes, I did but I’ll say it again. He is HELPFUL when it comes to looking at your account and making sure you are not being overcharged or there are features that is not needed.
The earlier part of this year when there was the Tsunami scare, almost a month before that incident… I upgraded to a Blackberry Torch. I was stoked then brokenhearted that the Torch did not live up to my expectations. So, I decided to dump it because my honey convinced me to try the iPhone 4.
I called their location and spoke with Blake. Mentioned that he assisted us a month before and I wasn’t happy with my Blackberry Torch. He asked if I had anything else in mind that I wanted in exchange?
I shared, «iPhone 4»
He said, «Okay, I’ll have it ready for you when you come on down with your blackberry.»
Drove their quickly… and I was out within an hour.
Ooooh, LOVE, LOVE, LOOOOOVE my iPhone 4!!!
And I owe it all to Blake the AT&T sales staff member who will take the time to make sure that you walk out with a smile.
Note: This locations wait time has improved to where you are in and out within an hour or so.

This is the location where I got my iPhone 4 during the first day AT&T released it. Damn the line was long but it was worth the wait. Not that I got the phone right away, but my iPhone 3g died and I was able to go on a waiting list and got one in the afternoon when more came in. This saved my trip, having a navi on iPhone was a must getting around the island.
The staff was cool too. They are locals and had the island friendliness. They handed out free t-​shirts and bottled water to ease the pain of waiting for 2 hours getting in the store.