AT&T

Horrible, Terrible, Awful! The first time I went in there, I had a normal experience. The most recent time though… was horrific. I explained that I wouldn’t mind upgrading my phone as long as my bill was about $ 150 per month total and didn’t exceed that, but overall I didn’t care either way. The rep convinced me and my husband that we could BOTH upgrade our phones and still stay around $ 150 per month TOTAL. He even broke the math down for us on paper because we were skeptical. Then he offered us this «free» tablet that we qualified for purchasing phones. He didn’t actually ask us if we wanted it at anytime, he just said, «You qualify to get this.» and began ringing it up. I thought that was strange and way too generous. But AGAIN, I was assured our bill would be at the target price. Well our bill was over two hundred dollars. In fact, the next bill (due to «prorated charges») was actually over $ 300. It turns out, we unknowingly signed up for a contract with the tablet and had an additional line that I had to pay a cancellation fee for. I would have just kept it, but I didn’t want the bill be that high every month. Especially when I didn’t like the LG tablet. I prefer iPads. I couldn’t even switch the line and use my iPad on the plan in place of the LG. I was stuck. And they acted as if I was my fault for going beyond the 14 day trial period. How can I know that I am unhappy within 14 days if I don’t even receive my first bill until many days later? That joke of a trial period is intentionally timed to prevent you from being able to do anything about it. So I paid the cancellation fee. Then I had to speak to three different customer service reps to get my monthly bill reduced down to the target of $ 150 per month. It was awful. The WORST customer service experience of my life. I’ve since called several times asking for the name of the person who helped me, but the store says they cannot access my file over the phone. So I call customer service who CAN access my account over the phone, but they say that they cannot see my actual signed contract. This is all suspicious. I live far from the store and I haven’t had a chance to go there to clear this up, but when I do… oh, boy.
For the record, I’ve worked for multiple cell phone companies in the past and am technologically experienced, so I am not some ignorant person who accidentally signed up for something and is now having buyer’s remorse. I am willing to say that this person flat out and intentionally lied to us. We were there for two hours and explained we were in a hurry after about an hour and a half. I think he knew I trusted my phone company (the one I’d been with for a decade) and knew I wouldn’t read the mystery contract (that no one can find) word for word. I had said, several times, that he was causing us to be late for a movie. In fact, we didn’t get to see the movie now that I recall.

Great customer service! In and out in minutes. Alejandro was amazing! He was able to fix several issues with no problems at all and with a smile the whole time.

Worst AT&T I have been in. If you don’t have much time to wait for the line, don’t go there. I would say you gonna at least wait 1hour before they will help you out.

Make sure you set aside a good two hours if you need to speak to someone here. There were two associates on the floor (moving at a snail’s pace), with about 10 – 12 customers in the store. They told us it would be 5 – 10 minutes to wait. 5 – 10 minutes quickly turned into an hour. «Viktoria» the sign-​in girl, was no help. It made no sense why she couldn’t start helping customers when she wasn’t doing her only job of signing people in. She had a rude attitude, a definite lack of customer-​relation skills, & zero personality. After complaining about how ridiculously long it was taking, all of a sudden, a «manager-​type» person emerged from the back to help us. Seriously, was she on break, while all these pissed off customers were losing their patience? I never imagined the customer service at this AT&T store could’ve been worse than what you get if you dare try calling their pointless 800 number. Boy, was I wrong! This place plays a part in the reason this company was ranked worst customer service nationwide. Needless to say, we left there, and went to the Apple store, where we had our issue resolved in less than 5 minutes. Oh, and by pleasant, professional employees. AT&T – you’ve got a LOT to learn!

BEWARE OF THIS ATT STORE LOCATED IN WOODFIELD MALL… We went to this store on ⁸⁄₈ to check for a new phone LG G3… JABARI the employee there assisted us with the phone and we were ok with the monthly payments and other charges… He then mentioned that they had a LG bundle offer by paying 99cents we get LG tablet at not additional cost… We asked him 3 – 4 times about any hidden costs or additional costs and he mentioned nothing… When we received the bill we happened to see a huge bill for 57 $ just for the tablet.40 $ activation fee…10 $ monthly fee for 24months… It was a shock to me that we were not informed about the monthly contract for 24 months… Then we called the customer care on ⁹⁄₄ and after getting special permission from customer care manager that instead of 14 days return they allowed us to return it before a month. We go to the att store to return the LG tablet… We spoke to the store manager Lukasz jez and Jabari for almost 45 minutes to convience that we were not told about the monthly contract for 2 years… We have 2 ipads and 2 cell phones so there is no reason to take another tablet for a contract of 2 years… We showed the calls made to customer care and the time calls were made and the representative name and manager who gave us the permission to return the tablet but the ARROGANT AND RUDE STORE MANAGER and EMPLOYEE were we would not honor the request no matter whom we spoke to saying that they would not take the tablet back no matter what… THIS IS REALLY REALLY ANNOYING… ATT BEING SUCH A BIG COMPANY PLAYS SUCH CHEAP TRICKS BY LYING TO CUSTOMERS AND THEN NOT EVEN WILLING TO SUSTAIN THE OLD CUSTOMERS… INSANE…We went to the point asking them to pull out the Camera recordings to see what was the conversation between Jabari and us on ⁸⁄₈ between 8 30 to 9 and if we were wrong in hearing we would keep the tablet without any complains and if the employee dint tell us about the contract then they have to take it back… The so called STORE MANAGE LUKASZ JEZ directly said that they would not have audio recording of the recordings of the store and just video… BOTTOM LINE CHEATS AND LIAR’s AT THIS STORE BEWARE AND DONT GO BY THE DRESSING ITS JUST RUDE AND ARROGANT EMPLOYEES…

The best feature of this store is that it’s in the mall, which makes it convenient. Ironically, their own network in their own store is very slow there. It’s often very full, so you might have to wait a while for service. The staff there ranges from helpful to not at all helpful. I tried to work out some credits for a service that I was wrongly sold (also at that store) and the manager was very unwilling to either understand what I was saying or try to work out a deal for me. If you have trouble with your account, I would find another store.

My brother came in to see about changing his iPhone 5 to a Samsung 4s. Tim helped him out and made it possible for him to change it without any additional cost. Sweet!

AMANDA at AT&T Woodfield is a fantastic employee… As someone who works in the customer service industry and deals with people everyday, I always take notice of others who have fantastic work ethic and professionalism. Leaving TMobile, Amanda made it very simple to crossover and explained everything easily. Because of the atmosphere and environment she created, she will be the only person we give our business to. Professionalism and courtesy go a long way.

Worst AT&T store ever! The person that «helped» us was rude and arrogant. «Here at AT&T they spend $ 37,000 to train each of us, and we are highly intelligent. Do you know how much they spend on those people at Apple over there? Psh, probably like $ 1000». Well I’m sorry you jerk, but the people at Apple are way nicer than you so maybe they should spend a little more on training you to be polite. I just got a new iPhone yesterday and the speakers did not work, so I took it in to the store I bought it from (AT&T in Rolling Meadows) and they said they would have to charge a $ 35 restocking fee and that at the store level they couldn’t waive it and maybe Apple could do it for no charge. Apple was honest and told us that the «new» phone might be a phone with old circuits from older phones. They then told us to go downstairs and talk to AT&T because they are a Corporate store and not just a smaller branch. The store was rude and was not willing to help us. They said that it was Apple’s job to replace the phone even when I talked to AT&T on the phone and they credited my account the $ 35 fee. The service was horrible here and I will never be going back there. I drove all the way back to the Rolling Meadows store and they fixed the problem.