AT&T

Came in to buy a new phone, specifically told the girl 3 times to NOT change my phone plan to remove my unlimited data. She said, three times to my face that she wasn’t touching the plan. Well, she did. I had to call AT&T to open a ‘case’ to get my unlimited plan back. I walked out of the store thinking I had excellent customer service, but truly I didn’t. And the fact she lied to my face, is terrible. I won’t ever go back to that store, and if you do go in, make sure to check your account after you leave.

If anyone deserves the highest customer service excellence award for ATT and a promotion it is Jessie. She is from Fiji and has a cool British accent too. I usually get so frustrated whenever I have to go to any of the ATT stores even on the mainland as well but Jessie made everything negative into a positive experience. I have been with ATT since the first iPhone because it was the only carrier but I decided to get an android and every time I needed assistance they would always act as if I’m the first person ever to ask them about it! Anyways, long story short, I just wanted to give this shout out to Jessie because she totally made my day! She was so professional yet compassionate and it was the best customer service I have ever received throughout all the years I have been with ATT!!! Thank you Jessie! I hope you will be recognized for all your hard work to make your customers want to stay with ATT and happy!

I sense a different spirit at this store. On previous visits, I could feel tension in the air. Customer service used to be a 3 at best. It seems like there is new management with a good spirit and the sales reps are happy.
I had one of those phone fiasco months (too embarrassed to share how many phones I killed this month). Even insurance couldn’t help me completely this month. But, I think I got to know the entire sales staff at this store. LOL. They all knew what they were doing, took good care of me, were very friendly and had great attitudes. I like this store. But, I hope I don’t have to go back for a while. LOL. Thanks to Mark, Mike, Jessie, Lizzie, and the dude with the huge purple mohawk (and I LOVE that they let this guy wear his hair like he does). Mahalo!

I visited this location to get my son a new phone for his birthday. I had tried to order it online the day before pricing wasn’t correct. The customer service line was no help. Jessie greeted me as I entered and provided the best customer service I have ever received. Within the hour she got the phone I wanted and worked with customer service on my behalf. I walked out with a free phone plus she had the activation fee waived. She was awesome! Thanks again Jessie!

Switched my service over to T-​Mobile because the pricing was better. I went to the AT&T store at Kapahulu to ask if my account was closed and find out if they could help me unlock my phone. The manager is a middle age lady from the mainland, very unhelpful, very unhappy, with little or no customer service experience. No wonder the store was empty the last two times I went there. Anyway, after receiving absolutely no help from her, I called the AT&T customer care line and they hung up on me mid-​way through my attempt to un-​lock my phone. Very frustrating. If you need help from AT&T, stay away from this store and go to another store.

I just updated my phone to the iPhone 6 and decided to go with their plan where I can update every 18 months. Rene was very helpful, and informative! I had the best experience with her that I’ve ever had with ATT!!! The store is really nice and they are very eager to help you find what’s right for you in a phone/​phone plan/​accessories. Thank you so much Rene!

AGGRESSIVE HARD SELL/​PUSH to get you to switch to their AT&T NEXT plan. I’ve had an easier time dealing with a used car salesman!
I told them I want the new Samsung Galaxy S6. I tell her I don’t want a Next plan. She quickly shows her displeasure (attitude, looks bothered) from me saying so and starts her whole speech about how little data I’m using under my current plan & how I can save with the Next plan, yadda yadda yadda. She tries to look at the amount of data used under my account. She tells me, internet data transfer speed is slower on the 2-​year contract, faster on the AT&T Next plan. She says 2-​year contracts are going away because AT&T buys the phones at full cost and since AT&T is a profit making corporation they prefer not to lose money with the 2-​year contract. Is that any of my problem? 2 year contracts have been available for decades.
She goes on and on and on about how it would be better if I get the Next plan instead of the 2 year contract. Saves me money in the long run. She asks why would I want to pay $ 399.99 for a phone when I don’t have to. Uh, newsflash — under the AT&T Next plan, I WOULD be paying for the FULL COST (i.e. $ 700-​$ 800) of the cell phone — just in INSTALLMENTS. Why should I buy a phone for $ 800 when I can get one for $ 399.99 upfront? This push to get me to switch to a Next plan went on FOREVER. Wasn’t expecting to be here for an HOUR for a new phone.
Since I had another place to be in a few, I still tell her I want to renew the 2-​yr contract plan — and again, she looks really bothered and upset. She says she needs to go talk to the sales manager, and after being gone for quite some time, she finally brings me the «new» Galaxy S6 (the one that the store started selling a couple of hours ago). I ask her if I can take a look at the phone before she switches my number to this new phone. Good thing I did. The «new» phone had a small scratch on the edge and finger prints all over the screen. The screen comes on, and it isn’t even the initial start-​up home screen. Obviously, it isn’t brand new. The clear film around the phone was loose and the sticker that should have been on the phone itself wasn’t there (See? Not just a naïve customer — I know my phones AT&T). I ask her if I can get a different one, since the one she brought looked as if someone already tried it or turned it on, or was used as a demo or whatnot.
Guess what she said? She swore that it’s brand new, that THAT WAS THE LAST ONE. BS. On launch day? Only after a few hours since the store opened? There is NO WAY that that was the last one. When I was waiting my turn, I was specifically told that I should have no problems getting the 64 GB. No one said «Oh there’s only ONE left! Let’s hope no one before you grabs it»
Now, someone without a backbone probably would have just caved in and bought the used/​opened «VERY LAST» Samsung Galaxy S6 and switched to the AT&T Next Plan. Not me — so I told her to forget it. Oddly she seemed relieved about that.
It boggles my mind. Here is a long-​time AT&T customer (we’re talking DECADES), waving $$ wanting to buy a brand new cell phone, saying they don’t MIND if they have to keep paying more per month under the 2-​year contract, they don’t mind the upgrade fee, or the activation fee or whatever fee they add on but yet they didn’t want that and in the end when they saw that I wouldn’t budge they tried to sell me a phone that was already opened/​used. …isn’t it some type of violation for AT & T to sell a phone that has already been used/​opened/​turned on/​touched as «brand new» to its customer? It was NOT brand new. Why be untruthful?
I came home and after a few hours I checked store inventory for that particular style and GB and it said they were IN STOCK. Checked the next day — and it was STILL IN STOCK. Hmmm — that’s odd. So once I left the store, the one and only samsung 64 GB remained and — no one else wanted to buy one for the rest of the day? For the following day too? Yeah. I don’t think so.
I called AT&T and the customer service rep APOLOGIZED on behalf of this pathetic store and said that the customer has the right to choose whatever available plan they desire.
So what should I do?
Maybe it’s time to cancel my account and move on to a new provider like T-​mobile, Sprint or Verizon. I will be letting at & t know how unhappy I was with one of their company stores and that they tried to sell me a phone that was not brand new/​factory sealed.
I hope this post helps someone who is considering going there to renew their 2-​year contract. At least you will now know what they will tell you. Stand firm if you don’t want the AT&T Next Plan. Don’t let them double talk and confuse you with odd percentages and numbers and dollars and GB and MB talk — and make SURE you check the phone first & get a printed copy of what your plan is going to look like — before you sign and agree to anything

Run! Don’t give them your checking account information because the incompetent fools who work there will rob you blind. If you «call» them, don’t make that mistake! it will only make you insane, no two people share information with anyone else within the company. If you think a problem is resolved, guess again because it will only be compounded. If you to try to explain to a new intellectually challenged individual there what had transpired during the last futile attempt at resolution, the nightmare only gets them more confused. Save yourself and go elsewhere…

Horrible service!!! Just to activate an existing phone takes over an hour! They should really hire more working people because there are a ton of people standing around

Kris was awesome. I added two lines to my plan and walked with a new phone and a tablet! The wait was short and kris was super helpful and patient with us. He was knowledgable and really awesome to chat with during the process.
I really love At&t. My boyfriend and I both switched from Verizon. We save money and the customer service is 110% better!!!
Thank you kris for making another awesome experience for us! We appreciate all your help :)

This is a «five» star rating for 1 800 number as they called me back immediately after I reported this nonsense to them. IT PAYS to call direct!!! I was given a complete refund for the «Beat’s audio» $ 199 AND given the Beats audio to keep. Took all of five minutes!
So I have to leave the one star for Natasha, the store manager who called me 6 days after I complained, with no apology or concern whatsoever. What a waste of real estate.

Went in because my iPhone 6 case was cracking. Donn helped me and said it still might fall under warranty. Went in the back, came out and said it was! Made my day! The guys there are super helpful and knowledgeable every time I go in. Excellent customer service! Thanks!

Worst operating procedure of all time. Why do we need to wait 45 mins to get a new phone. Hate this place. Not an isolated incident

They’re usually really helpful, but tonight was different. We just wanted to get a screen protector, but upon checking in, the person helping us wasn’t very pleasant. She didn’t even ask what we came in for. She just checked us in and was going to make is wait. We didn’t even know if they had it in stock so we would’ve waited for nothing.
They normally ask what you’re there for and if it’s simple, we normally don’t have to wait. While waiting another customer came in and got helped before us. She wasn’t even checked in. We ended up going to the Kahala kiosk after calling and they had what we needed in stock. We got helped right away and we were out in less than 10 minutes. The guy was super helpful too.

Poor customer service! Ordered a new phone 6 weeks ago and received an email stating order was cancelled. Male clerk at the stores tells me I must wait an hour (wait list) and that I can order another phone that will ship in 6 to 8 weeks.
NOT ACCEPTABLE!
Leaving the store I decided to call AT&T number on cancellation email and thank goodness I did. The clerk named Jamie was extremely professional and she said that this is happening to many customers and that AT&T is doing their best to accommodate customers as they work to correct the issues. My phone ships in 7 days… Much better customer service than the clerk could provide at the Kahakala AT&T store.
Do NOT expect good customer service at this store location. I will NEVER return.

Props to Jessie at this location. She treated us with patience, professionalism, and went out of her way to find us the best phone for our particular needs. She didn’t rush or pressure us. I felt like she really cared about us. Thanks for renewing my faith in AT&T, Jessie.

Always come here… best customer service with knowledgeable reps.
Always patient @ friendly!
Recently purchased 2 iphone 6 with MATHEW ALLARD @ Kapahulu… he is extremely patient, knowledgeable, and has our best interest!
He also checked our data/​phone plans and we made adjustments that works best for our usage!
We love MATHEW ALLARD, and always request him!

Went here to work my upgrade since my phone BROKE on vacation in Hawaii… ugh. Got here and was initially dismayed by the 15 people ahead of me on the waiting list… was quoted 45 mins to wait and that was about right. I didn’t mind since I could see that the reps were actually busting their arses to help one customer after another.
Finally came the time that my name was called and we were assisted by Jason. He was knowledgeable, quick and efficient. We chatted a bit about the weather in California and Hawaii and he had a really friendly vibe. I was able to get the phone I wanted and out of the store in about 20 minutes.
The awesome thing is, I saw an email from Jason and the AT&T Kapahulu location waiting for me when I got around to checking my email. It included a recap of the service and links to the online device tutorials! I have never received that kind of service back home in San Diego from ANY AT&T store. I was really impressed that they took the time to do that. Kudos to the Kapahulu store and to Jason!

They Even Opened the Door 4 me when I walked out.
Satisfied. Help me proper

Best thing ever? Open your AT&T app and schedule an appointment, save yourself time and stress by beating the lines. If you walk into this location expecting to be served right away you need to be warned that this is a flagship store so many other outlets refer their customers here. It can get busy.
On Christmas Eve they were excellent in helping me upgrade to a new iPhone 5s, deactivate my old iPhone 5 and walk away with a fancy new phone that shoots laser beams and can even make phone calls.
We came back a month later to help switch over an evil T-​Mobile subscriber using their «come to the dark side promotion and we’ll give you $ 450 for leaving the darker side». I love these ongoing phone wars, they keep outdoing each other and giving us the consumer superior options. Our salesperson was excellent, made the switch, gave us the max credit on the old phone and we were out with the Android and in with a new iPhone in under 30 minutes.