AT&T

Great experience, when I arrived there were team members to greet me and provide direction to what I needed. Cole was efficient and helpful, made sure I had everything I needed. provided options without pressure. this service on top of all the business they have had for the past few weeks is awesome. Go Cole!

Rude store representatives here in Ala Moana Honolulu, HI I was asking what to do about my tablet that was recently repaired from LG Electronics. So basically this tablet doesn’t have simcard so I called AT&T Ala Moana branch and this rude store rep. picked up the phone and he end up talking to me so rude and sarcastic while me asking him nicely that I need support for my tablet. I hope AT&T you get rid of him, not very good for business especially for 1^st timers.

HORRIBLE and deceptive customer service. AT&T is doing everything it can to prevent customers from retaining their grandfathered unlimited data plans. The Ala Moana store employees could not have been less helpful. I was told I can only buy a phone on their website. I will never again step foot in a brick-​and-​mortar AT&T store.

Updated 01/​06/​2016:
AVOID going to this black hole that sucks in your $$$ and happiness! The fish rots from head down here coz the managers are all liars full of BS! The store phone number is useless coz they never answer it! If you have issues, try call 611 or chat with online customer representatives instead. THIS STORE IS SUCH A BIG FRAUD!
The store managers RICK and BRONSON are so full of sh*ts and played catch 22 with me about crediting back the accessories AFTER I returned the iPhone 6s! I went to the store 3 times and still they didn’t put the credit on my bill. I had to call the customer service and asked them to help me resolve this again over the phone! So everything wrong was made in the store but everything was corrected over the phone, not the store!
Updated 12/​10/​2015
I finally went back to the store and returned the iPhone 6S. But the store manager’s attitude was very defensive and not professional.
That store sales JONAH who handled my purchase of iPhone 6s screwed up my account. I had to spend hours on the phone to AT&T customer service and technical department to resolve the issues. The technical department had to submit an urgent help ticket to detach this sim card from the iPhone installment plan.
Here is what happened when purchasing my iPhone:
1. He put the iPhone 6S on the wrong line.
2. He double charged me with AT&T store mobile protection on top of my Apple Care+ plan.
3. My old phone (Samsung)‘s sim card somehow was linked to the new iPhone installment plan!!! I couldn’t unlock my old Samsung in the next few days due to this stupid error!
I waited for about 15 mins before the store manager RICK approached me. He asked me what made me want to return the phone. He tried to talk me to keep the phone instead of returning it. I told him how many mistakes the sales made during that one single transaction on my purchase. After going through so much headache, do you still think I wanna keep that iPhone!!! Or do you think that sales deserves the commission?!
The store manager RICK kept saying that I was given the wrong information by the customer service department about my old phone’s sim card being attached to the new installment plan. I told him that the installment plan was initialized by his sales Jonah. He was the one handled the entire transaction on 11/​28/​2015. If the store manager was trying to protect his sales, he made me feel like I wronged his man! But I was the victim who went through all the run-​around and hassles due to Jonah’s mess! He even emphasized that he has been the manager for 5 years and nothing similar happened before. I was furious because he sounded like accusing me for what happened!!! That’s not only so rude but very unprofessional! 5 years of store management is actually not a long time to brag about! And I really doubt for his eligibility according to his behavior!!!
Originally posted on 12/​02/​2015
I purchased a new phone there last week. The sales was not very patient nor professional when helping me. During the time I was reviewing information and make decisions, he constantly played on his cellphone. After my purchase of iPhone 6s, he put an AT&T store insurance on my new phone even though I already bought an Apple Care protection plan! He tried to sell a few expensive accessories to me, including something that I didn’t really need because I have purchased the phone protection plan. I admitted it was also my fault that I was too busy setting up my new phone’s configuration because it was my very first Apple product! So I signed the bill without really taking a close look at each item on the list. But he shouldn’t have done that to begin with!
I went back to the store and tried to talk to the manager about returning the accessories. But the floor sales told me they don’t accept refunds for luxurious accessories. I asked how long I had to wait to see the store manager. Another floor sales told me it usually takes longer to see a manager because they are busy taking care of other stuff. I waited for another 15 mins and left, because I had to be home at 6 for work.
I felt like I was taken advantage and not being respected at all. I didn’t expect my first experience of buying an iPhone turned out to be so unpleasant! The online chat customer service and the phone representatives are much nicer and more willing to help. Where’s the local Aloha spirit again?!!

Do not go to this location. It is awful. I am writing this review to warn others from the headaches that are highly likely to be experienced here.
My experience was similar to most of the other reviewers statements.
There is no accountability to be found in this store. Not even from the manager.
(Sorry to the rare unicorn of an employee at this location, if that is not you).
I have had really positive experiences at the Kapiolani (near ward) location.
If you want to know about my poor experience… it all started when I just wanted to upgrade my phone.
Amar was the sales associate who had initially assisted me. When selling me on my service he failed to mention about upgrade fees, etc. When I spoke with the manager Joshua Doty about this, he had made the situation worse. Joshua has inept communication skills, poor knowledge about his products, lack of responsibility for his employees and is unreliable. He swore he would get back to me about my issue…3 days ago.
Sorry to be so negative. But those are just a fraction of my issues with this att location.

We had the worst experience at AT&T Ala Moana Center. At first, they we’re promising and accomodating but when the real deal came, they were not welcoming at all. i purchased and open a line at at&t. never knew that my first time would turn out to be a nightmare. I paid 195 $ as down payment for my iphone 6 plus and they offered me a promo that if i add 99 cents then I get the tablet Asus Memo Pad 7 and it’ll just add 10 $ monthly to my bill because of the data and line and then my first bill came, they billed 169 $ total. 100 $ for my phone and 69 $ for the tablet they didnt explain briefly that the tablet itself will be charged with their so called «ONE TIME ACTIVATION FEE» if only we’ve known we would’nt have get their stupid promo. The tablet was useless and not worth your 69 friggin bucks. I decided to return the tablet 13 days after I purchased my phone because i dont wanna pay the hilarious 69 $. Then the talking went well they refunded the 99 cents that I paid for the tablet. i asked them thrice IF I DONT NEED TO PAY THE 69 $ ANYMORE AND THEY ANSWERED ME CLEARLY THAT YES I WON’T HAVE TO. it was a manager and a sales person we talked to I was with my uncle by then so the conversation was clear. Then I was about to pay my bill yesterday then I saw on my account that it’s still 169 $ so I went again and talk to them because I thought that maybe it hasnt reflected on my account yet. But i talked again to their manager because i wanna make sure. i dont just wanna assume that it’s just a hundred dollar bill, then he was saying that he didnt said that «I DONT NEED TO PAY FOR THE TABLET «HE SAID THAT HE TOLD ME THAT I STILL NEED TO PAY THE 69 $ BECAUSE IT WAS MORE THAN 3 DAYS! It was hilarious because they didnt told us anything like that! and how the hell would I return the tablet if had’nt saw the bill yet. If only they send the bill the day after I purchased the phone and tab I would’ve returned it immediately. You’re manager and staffs are lacking common sense. So I called my uncle and also my dad to come and talk to the manager because they’re making a fool out of me and when my dad and uncle came the manager dont have the guts to face us anymore! He was acting busy looking dumb! The hell there was no customer. We ended up paying the whole bill because it’ll be due today and my dad doesnt wanna ruin his credit score so we’ll do some actions and ask a lawyer for advice because it was inhumane! And also at&t you’re crews have to really work their shit out because everytime we go there it was a different billing method. The first time I talked to someone he told us that the downpayment for iphone 6 plus will be 195 $ so it will only be 74 $monthly plus the first bill includes 45 $ activation fee. The second we came it says 81 $ will be my monthly and then yesterday they said my monthly bill will be 103 $. Really? Is that what it this all about? It’s a shame really I should’ve go along with my family at verizon but my uncle keeps on insisting that at&t was a good deal but today, he was so embarrassed and regrets that he ask me to be an at&t user! If I can only just return everything and cut my line I will, but I have no choice now. So think twice on purchasing their products especially their promo IT’S A TRAP! i would’nt recommend at&t they suck!!! fuck all the sales rep i’ve talked to and fuck your manager Josh! Yeah I remember your every faces!

Came in mid-​September to transfer some lines and INQUIRE about opening a business account. Brydget OPENED a business account for me without my consent and without me signing anything. Only way I found out was because I received an email the next day from AT&T telling me to sign in to my business account. After numerous times of going back & forth to the damn store (mind you, I live in Kaneohe), Evan (the manager) tried helping me but could not give me answers as to how an account was opened without my consent. YOUR EMPLOYEE DID IT, DUH! He promised to fix it, and here I am 2 months later with a bill for that account that was not supposed to be opened in the first place.
Brydget was clearly not listening to my concerns, and neither was Evan. I never even got an apology.
Oh, and talk about professionalism – the 2^nd time I entered the store to clear it up with Brydget, I was about to walk out, but turned around because I had one more question. Her back was facing me as she thought I left, and I caught her right in the middle of talking sh*t about me to a fellow co-​worker :)

I’ve never had a real problem with AT&T until I got help at this location. Don’t promise stuff and reassure a customer that is making changes if those promises can’t be kept? Changes from a 20gb plan to a promo 15gb plan and I had rollover data. I asked and asked repeatedly to make sure that my data from this current plan will ROLL OVER and I was assured by ABE that this would happen. New billing cycle comes and what happens? No ROLL over. Please, please, PLEASE TRAIN YOUR STAFF NOT TO PROMISE ANYTHING THAT THEY AREN’T SURE OF.
I am back here now trying to fix things and even the manager wasn’t so keen on helping. Made it like I was getting irate for nothing.
I’m never coming back to this location after this experience. It was the worst. Treating me like a liar? And basically telling me that it was my fault that I don’t have ROLL over? Psh…
ABE and EVAN. NEVER SEE THEM FOR ANYTHING. THEY WILL MAKE IT LIKE EVERYTHING IS YOUR FAULT.

DO NOT COME HERE.
I came in to ask if my phone would be eligible for an upgrade so I waited for the next available representative. I signed up for the AT&T Next plan before it was 12,18, and 24 months so oddly my bill says 26 months. I distinctly remember the previous representative telling me that I would be eligible for an upgrade in 18 months but the phone would be paid off in full in 26 months.
I thought I had 2 months or so left till my upgrade so I came into verify. The guy told me that unfortunately I had to wait another 11 months to upgrade even though 11 months from now exceeds my 26 month contract, which makes NO sense at all whatsoever. So I kept saying that I’m pretty sure my eligibility for an upgrade is 18 months after I made my contract. Then all of a sudden he said I would be eligible at 24 months after my contract began, which is 8 months from now. At that point I was super confused. 11 months then 8 months? Are you just making these numbers up?
I checked online to read up on the 26 month installment plan and it explicitly states that you are eligible for an upgrade in 18 months. I contacted AT&T and I received a text message back stating that my phone is eligible for an upgrade in 2 months, which is 18 months of my contract.
So what the hell. These employees literally have NO IDEA what they are doing and are making it up as they go. This makes me question the competence of the employees/​company itself. Is there no training? Does this store/​company not care if their employees are spitting out whatever they feel like telling the customers? Not to mention he stood there for a good five minutes reading my contract and suffering because he was unsure of what the fine print of my contract actually said. Then he pointed to the part that said «11 months» and told me I had 11 months left to upgrade. 11 months is actually when my phone is paid off, NOT when I’m eligible for an upgrade.
I am seriously so offended by the incompetence and even more offended that this representative did not think I would get upset when I found out the actual details of my contract. If you don’t know what’s going on, you really need to ASK your supervisor without giving wrong information. You lose credibility when you act in this manner.
I am NEVER going to this location ever again. Ridiculous.

Long story short, the customer service from management at this location sucks. They don’t even know their own promotions, they don’t care about their customers, and only care about convincing the customer that something is right when it is obviously wrong. I will not fault any of the in-​store sales people because they are always nice and try to help within their means. In any case, I went in today to clear up an issue on my receipt from my purchase on August 14. Yes, I admitted to them that it was my fault for only noticing it now after a month, but in principle, when they tell you something is free, in this case, the phone case for the Galaxy S6 I bought, the price on the receipt better damn well show it. As a matter of fact, these managers dint even know their own promotions because he had no idea about the free tablet I got and the free case with the Galaxy S6. It would be nice if they knew their promotions. Basically, after being accused of being an idiot for waiting a month and that there is nothing he can do because I am an idiot and didn’t catch it, I snatched my receipt from his hand and told him I’m switching to T-​Mobile. Over 15 years off patronage with AT&T and they still treat you like dirt. Unrelated to the store, I called AT&T customer service to complain and see what they could do and some agent left his line open so I could hear some kind of party in the background. I hung up and called again and still heard the loud party in the background but at least and agent answered. When I told her I wanted to file a complaint, she had to put me on hold and her manager said for her to listen to me but just heat me out. What the??? I will follow up with this one. So livid about the whole experience. AT&T is going downhill and basically the breaking point for me to make the switch.

I went here as my internet connection was wiped out of my phone after a factory reset.
The waiting time was okay. But the service was pretty slow. After they changed my SIM card (and charge you $$$ basically for their bad product), my internet connection was still unavailable. The manager in the end blamed my phone for the problem.
Overall, the service was bad, and some of the employees were quite rude.
Way to go AT&T.

Dropped by this location last evening (july 11^th) cos we were in the vicinity. Wanted to check on new rate plans that might be cheaper since our contract just ended. We have been customers for at least 4 years bcos i remember signing a two year contract twice at the kapahulu location.
When we entered we were asked what kind of help we needed by a guy. So i explained that we r looking to change to iphone6 n maybe a new plan. He seemed confused n asked us if we needed new phones or plans? I explained our contract ended n we r looking to see if there r cheaper plans. He explained that their system is down so we cannot set up any new contracts. We said maybe we can just enquire abt the price so we know what deals r available.
We didnt have to wait long, just maybe 10min. However i noticed the lady who was going to help us was chatting with the first guy for at least 3min before calling our name. And they were just chatting abt personal stuff. I wonder if this was on purpose to make customers wait longer.
We enquired with her n she was quite professional, just not too enthusiastic. She answered our questions nonchalantly. I asked if there was any incentive for us to remain as customers, her answer was an unapologetic no. After this visit i was thinking maybe they dont get commission for signing existing customers. We were made to feel like we were not welcomed to ask questions, just interruptions to their daily chats.
In conclusion i would like to thank them for making up my mind to switch to another carrier.

Wait 15 minutes for someone to UNLOCK the phone cases?! Ridiculous. Work on your customer service please.

Super slow service. There was more employees than customers and service was extremely slow.

Ok, I walk in here and they asked for my name. I waited for 20 minutes to get service but still got none. So we asked again if my name was on the list and

This store is pretty shitty. They said they close at 9:00 p.m. but it seems like they left early or didn’t want to pick up the phone. I was calling from 8:20 till 8:50 p.m. calling back to back becuase I need to talk to someone. No one picked up. I’m giving them a 1 star becuase I didn’t even get to talk to someone.

The reason we went to AT&T today was to get my Note 2 programmed to a factory reset. I also asked them to follow up with our billing issues, because we had quite a few and after paying a $ 500+ phone bill, just the day prior, I wanted to ask why we still did not see the credit that we were suppose to revive for opening a new line on the 19^th of September 2014.
We went into the AT&T Store at Ala Moana to follow up on a credit that I thought we were due. We signed up a new line with AT&T on the 19^th of September, this year, and we’re told that if we signed with AT&T, we would receive a $ 100 bill credit towards our bill, after 45 days. The guy who sold us the phone, did such an amazing job, that my partner decided to buy me an iPad mini with cellular service as well.
The agent we got was Brianne. She was able to sign us in and ended up being the agent that was trying to help us. She set up my old Note 2 into its factory reset, but when I asked about our bill and the reason behind why we did not see the $ 100 credit, it took her a while to get a straight answer.
By the time she had an answer for us, she told me that we did not get the credit because our bill was interrupted due to payment not being made. Long story short, I had a death I had to attend to in Guam, and I did not realize that Guam was not apart of their billing or roaming area. I traveled to the mainland and was okay, and STUPID me, thinking because Guam is a US Territory, that it would be fine… I was wrong! Being in Guam for 4 days, I ended up accruing over $ 700 in roaming, calling and text charges.
Anyway, this was the reason we had a service interruption to our phone bill. When I tried to make a statement about, us not being aware that this was a pre requisite, in order to get the $ 100 credit for signing up a new iPhone under a new line, Brianne attempted to call over her store manager Kim.
After going back and forth with Kim, she said that there was nothing they could do and advised me to call customer service!
1^st off, this information wasn’t explained to us when we decided to get the phone through AT&T. 2^nd off, it’s false advertising not to mention this important information, which would have affected our decision to get a new phone line in the 1^st place!!! And last, to have me, call AT&T customer care and have to argue my way to only a $ 56 credit was ridiculous!
Shame on you Kim for not doing your job with customer service. You go and tell me to call customer care, for something you should have been able to fix in your Fu@ken store!!! I hate being lied to as a person and get pissed being lied to as a customer! For you to do absolutely nothing for your customer who signed up a new phone line, along with buying a new iPad mini with cellular service and buying all the extra add ins to the new purchase! I hope you have other customers who are like me, and get you out of your position! You don’t deserve to be there!
Even after my long debate with Customer Care, Alex, who I ended up ripping a «new one» because of the circumstance that Kim and her team could not resolve, thanked me for my time and hoped said to me, I hope that I made a great experience for you, even after having to deal with this issue.
I work in retail and do what I can to honor customers complaints. I am not saying that every customer is right, but don’t lie to a consumer. Kim, team your staff to tell a consumer what they need to know to make an educated decision on making a purchase. Don’t FU@KEN lie to us and then tell the consumer, there is nothing you can do!!!

If you’re a woman just save yourself the wasted time and go to another store. I got one long haired haole more interested in flirting with blondes than keeping the appointment he set with me. Then I make another appointment and I hit the douchbag lottery with this machismo punk who’s already decided without asking ANY discovery questions that everything I’ve been told in store and on the phone is «false information so I’m going to burst that bubble right now».
Really? I mean just, seriously?
I called customer service for my issue and it was solved and understood because they checked and asked me questions about the situation. Isn’t that standard practice to ask for background information, evaluate steps taken and needed, then proceed? Fcks sake, worse customer «service» for women – unless you get the magical unicorn nice local kid. Step right up and try your luck folks, but don’t say you weren’t warned.

This store doesn’t follow corporate policies based on direction from the district manager.
Go to a different corporate store for personal and business accounts.

Ridiculous. Both this AT&T location and the company itself.
They straight cheat you out on your bill.
On two different occasions, two different phones on AT&T Next payment plan, they asked if we wanted to buy insurance for $ 6.99 per month. We declined both times. BUT THEY ADDED THE INSURANCE ANYWAY. BOTH EFFING TIMES!
Obviously the salesman get a commission for signing people up for insurance. This sort of business practice is just flat out WRONG.
I will go back to this store to talk to the manager and find out the names of the two salespeople.
In the meantime, everyone check your bills!
(AT&T is being sued and agreed to pay $ 105M in settlement for bogus charges, just google it.)