AT&T

So not organized! They’re short of staff and directed me to another store which is 3 blocks away. I specifically asked them to call the other store to check if it has the device I want. They said «Yes, for sure». I came there and had the answer that they don’t have that model for a week. What the heck. I came back 10 minutes later and had to wait almost 45 minutes to have someone to talk to. What kind of customer service is this?

Amazing displays set up by Alysha! I was memorized by all the items so easily available in my view!!!

They had me in and out about as quickly as I could ask for. Stephanie was very helpful and polite. I really appreciate AT&T’s efforts to help me out.
Also, if you have the ability, use their cable tv/​internet system called Uverse. I had uverse and loved it. I moved to an area no longer covered by uverse and I had to get Comcrap and now I miss the positive service from Uverse.

I stopped in on a relatively quiet afternoon looking to pick up a sim card (a one minute transaction). Somebody took my name and put me on the list. Then nobody helped me for half an hour. I ended up leaving.
Not helpful at all.
I think this is why people prefer the apple store.

Review by Becky
Called this store an hour ago to confirm they had the phone I wanted in stock. I spoke with a female sales associate and she confirmed that they had the phone in stock. Showed up at the store and they don’t have the phone!!! Had to wait for 10 minutes for another associate to check other stores for the phone. What bullshit! My phone is on the fritz and I can’t get a new phone!!! Fucking kill me!

Jesse is amazingly helpful. He was so efficient and saved me a lot of time. I needed to activate my new phone’s SIM card, and I walked out of there with everything running smoothly. Huge thanks to Jesse and everyone at the State street AT&T branch. I love AT&T!!! =D

I received an email from AT&T saying I was eligible for an upgrade even though my 2 year contract with my current iPhone 4S was not up until February 2014. I upgraded with a samsung note 3 signing another 2 year contract. I was planning on selling my iPhone to help cover the cost of the Note. I asked AT&T to unlock the iPhone they said NO because technically I was still under contract with the iPhone even if I signed a 2 year contract with the Note. AT&T said they would not unlock the iPhone until February 2014. Had I known this I never would have upgraded. Deceptive practices. I can’t wait for my contract to expire. I have been a customer since 2004 they don’t care. Beware!!!

I got my phone stolen about two weeks ago from the Clark/​lake Blue line stop. I rushed over to AT&T and was helped by a wonderful lady named Amy. She was extremely sympathetic and understanding, while I was freaking out and venting the entire time. She explained everything fully and I did not feel like she was rushing me out or bothered by my situation. During the course of the next few days I went back to the AT&T store (The same one) several times, trying to figure out what to do (Upgrade, insurance claims etc). I got the same great service every time I returned. I finally went back today and upgraded and although it was not with Amy, I was still given terrific service by the employee (sorry I don’t remember her name). During my visit today I was also checked on by a manager who was there the first day I went in who remembered my situation and just wanted to check on me and how I was doing. I have never been given such personable, reliable and candid customer service. I will never go to a different store to get any help because the AT&T on State and Lake has my back no matter what. Thank you for showing me that I can actually have trust in a phone company :)

My last visit here took over two hours but the associates were so much help. Miguel took care of me, he really knows his stuff. The delay came from AT&T’s back end but he handled it great and walked me through everything he was doing. He had great recommendations and tips.

Too bad there isn’t a zero stars option!
Thank you Lakisha, «manager» at the AT&T Wireless store located at State and Randolph (downtown Chicago) for being rude and demeaning while NOT honoring my 40% discount for being a premier customer!
Truly disappointed being a loyal customer, and having used my company discount there at that exact location on numerous occasions (not to mention at others as well) that I was disrespected from the very second she was called over to «over ride» the discount. Having seen her negative attitude from the second she walked over, I am hesitant to ever return to that store. Sad part is, last time I was there, I was treated with the utter most respect and courtesy by the sales rep. It’s a shame the management can’t do the same.

I am genuinely surprised at how good the service has been at this store. You don’t normally associate that great a service in places like this, just hope that it is OK. This store and the staff are as good as I have seen in any store. Highly recommended.

This is the 2^nd time I’ve been in this store and both times everyone has been so helpful–
On Friday I brought my iPhone in b/​c it has been acting up for months, so I went in during my lunch when it was –8 out, crazy I walked a half a mile there, anyway… I walked in I was greeted by about 3 employees-​They asked what could they help me with and I proceeded to explain my issues-​Denise was the one who stepped up to help me and took me over to her desk area-​She took my phone and explained everything she was doing, as well showed me on my phone where to find the settings she was looking at–
She did something to my phone, pushing both the top and bottom button to «reboot», then put in a new SIM card, wiped it clean for me and gave me her card and explained if I still have issues to use the number on the back of the card to call Apple and make an appt to bring my phone in since they cover the warranty in case I need a new iPhone–
She was so nice, not dumb, very educated on what to do and took her time which was nice, she really made my day-​You always dred having to go in and do something like that, but it was effortless and nothing was pushed on me–
If you need to go into this store see Denise–

I never had to wait that long at any of the AT&T stores anywhere else but State Street store is an exception. The average wait time is almost 45 minutes. I have observed they do not have much Customer serivce agents to help you. Would suggest to visit some other AT&T store becuase of th ever lasting wait here. Otherwise collection of handsets and accessoiries is good.

OVERALL: Quite possibly the most frustrating experience I’ve ever had with a mobile service provider. Employees are incompetent and some are just plain rude. Go with T-​Mobile. I unfortunately went with AT&T for the allure of an iPhone 4 for work.
I have numbered some key learning points for the store employees. Let’s hope they actually listen.
— — — — — — — — –
DAY ONE
I try calling the store to see if they have iPhones in stock. I am unable to get a hold of a human being. I try calling in the morning, before lunch, and after lunch. Don’t even bother trying to call. If you keep picking the option in the automated answering service to speak to someone in the store, you’ll cycle for several minutes and never get a hold of anyone. 1) If nobody is ever going to pick up the phone, then don’t have an option to reach someone in the store.
So I go to the store around 3PM with my co-​worker, who is also getting an iPhone. We sign in on a long list. Half the employees are working with customers, while the other half look like they are goofing off. Someone is re-​arranging furniture. One employee can’t do anything but ask you what you’re here for and engage in small talk. 2) If your employees aren’t helping customers, hide them in the back. And don’t have low-​level employees who are handcuffed from actually helping people.
While waiting, I ask an employee walking by if they have iPhones in stock. He tells me they’re out of stock and we can order them and pick them up in a couple of days. This is why I CALLED the store in the first place, instead of waiting in line to hear this. Seriously?
So I decide to order one and another guy tells us that they actually have iPhones in stock. So the first guy is an idiot. 3) Don’t tell me something is out of stock without checking. Do you even WANT to sell me something?
I get my iPhone and that’s fairly quick. I ask about the free bumper/​case program from Apple. An employee says that it ended a few days ago. I look it up on my personal Tmobile phone to find that they’re wrong — it ends 3 weeks from now. Employees are shocked and spreading word like gospel. 4) Don’t propagate lies about things you should know as part of your job
I discover that our company gives a good corporate discount. So I ask an employee to put it on my account. Instead of doing it right then and there, he asks me to write down my number and he’ll do it today or tomorrow. I write down my name, number, and a note to have him call me to confirm when this is complete. He promises he’ll do it the next day and give me a text or call.
My coworker’s iPhone upgrade is taking a bit longer, so I ask two employees who don’t look busy if they can handle my corporate discount. One of them walks away without acknowledging me. The other says he will, looks at the info I wrote down, then walks away. WTF?!
Finally my coworker gets her phone and we want to get the hell out of there. So we leave.
— — — — — — — — –
DAY TWO
I try calling around 7PM to see if they handled my corporate discount. Of course, I can’t reach anyone. So I walk into the store around 7:30PM and can’t talk to anyone until 8PM. 2 out of 6 employees are actually helping customers.
The guy who finally gets to me notices that I’m frustrated. I explain the situation and ask him to enable my corporate discount. He looks in the system and after 5 minutes finds that it was already processed, but nobody called me to confirm. 5) Don’t make promises that you can’t deliver on.
I am über pissed to have wasted my time in this store, yet again. He gives me a $ 10 credit. A nice gesture, but my company pays for my phone and at this point, I just want to get the hell out.
I never want to enter this establishment ever again. And I hope you never have to, either.

I hope you don’t get screwed like me and get stuck with talking to Cedric, who DOESN’T HELP, DOESN’T CARE, and DOESN’T FIX your problems.
He, nor anyone else in the store, could help me get an iphone or point me in the right direction TO TRY to get one. Ridiculous!
I’ve had consistent issues with all AT&Ts in Chicago and this store is no exception!
Stay away!

Well, you would think that during the Christmas season they would be a on top of their game… but they were not up it on this visit.
I made it pretty simple, I wanted to buy and I Phone and a second one for my daughter… sales girl seemed to be very happy to help me and I let her know I was in a hurry.
Unfortunately I don’t think she really knew what she was doing and it took WAY TOO LONG to get out of there.
The people at the register seemed to care more about taking cash from the low life’s who were paying their bills than in ringing me up.
Good variety and selection in the store.
Try a different location for sure…

You would think that a company based on TECHNOLOGY could use TECHNOLOGY to get you in and out of their store in less than an hour every time you visit.
Seriously, when you walk in here, you have to sign-​in and when they finally get around to calling your name the computers «are running slow today» (aka any day that ends in «y»).
The workers are friendly enough but don’t really seem motivated to help you out.
Sigh, corporate America.