I was a Tmobile customer for a long time. Switched over to AT&T and it has been one of the worst decisions of my entire life. Crappy service, slow data, nickle and dimed for everything. Poor customer support on the phone and I always need to go into a store after speaking to a rep for over an hour. If you are thinking of switching carriers be warned!!! AT&T is horrible. I am locked in for 36 months and I dont want anyone else to have to suffer through what Im going through. If you travel internationally, their roaming plan sucks. If you prefer apple care and want insurance, it is very different from Tmobile. I am only able to do a group insurance that covers only a couple phones at a time. It CRAP. No apple care. I highly discourage the switch to AT&T. read more

am honestly shocked at how terrible the customer service was. All I wanted to do was simply return a phone case, and somehow it turned into an unnecessarily frustrating ordeal. I originally purchased the case at the Ala Moana location. Before I left, I specifically asked the employee who helped me if I could return it at ANY location without the account/contract holder being present. He clearly told me YES, any store could process the return. I went to the Kahala location first and was told, "Sorry, you can't return this here." So I then drove all the way to the Kapahulu location just to make this simple return. When I walked into the Kapahulu store, there were THREE employees working, and not one of them acknowledged me for at least 20 minutes. No "Hi," no "We'll be right with you," nothing. I just stood there waiting while being completely ignored. When someone was finally available, Kaylee helped me. I explained that I simply needed to return the phone case. Without even checking anything, she immediately told me she couldn't return it without the contract holder's ID. I explained that I purchased the case separately. Then suddenly the reason changed -- now she said she couldn't refund me because there was a discount on it. At that point, it honestly felt like I was just being given excuse after excuse and the runaround because she simply did not want to process the return. She made absolutely no effort to even TRY to help until it turned into an argument. And after arguing for several minutes, what happened? Kaylee simply ran my card and processed the refund. That was it! So clearly it COULD be done the entire time. I cannot believe I had to drive to multiple locations, stand around for 20 minutes without even being acknowledged, be given multiple excuses, and then ARGUE with an employee just to get a simple refund that ultimately took seconds to process. PLEASE, some customer service! A simple "Let me see what I can do" would have gone a long way. Customers should not have to ARGUE with employees just to get them to attempt to help. Absolutely terrible and disappointing experience. read more

After attempting to get my phone activated at the Kahala ATT store with a useless employee. I went to the ATT store on Kapahulu. Daniel was there to help me. Granted it was kinda slow however Daniel spent the whole time with me in the activation process. Company was professional, courteous and very helpful. read more

DEPLORABLE SERVICE. A few days ago, I visited the Kapahulu branch to pay for my service in cash. I was treated in an extremely rude and disrespectful manner. The woman who assisted me made absolutely no attempt to help me make my payment. When I asked for her name, she refused to give it to me (she is a woman with a dark complexion, perhaps from India). When I asked to speak with the manager, he was equally disrespectful and refused to help me. When I told him that I have been a customer for 10 years and that I bring them business every month, he mocked me; and when I pointed out that the Verizon store is right across the street, he invited me to take my business there instead. He said his name was Eric, but he refused to tell me his last name. read more

I have been coming here for years. Nowadays It's a hit or miss to get somebody to help you. Before they had a person at the door to check you in and you'll be served within next 5-15mins. With call outs and just 1 person on the sales floor, that's unacceptable for a big company. Also I came in a few days ago Erick was very unprofessional took him 20 mins to approach to greet me and he gave me attitude like I don't know what the hell I'm doing. As he looked at my phone for any damages, he slammed my phone on to the table without my cover on. Talking about the difference between iphone 16 and iphone 16 pro. He told me the 2 phones are same. There's much more to say but hope Kapahulu will do better in the future. read more

AT&T - One 1 staff on the sales floor - Mobile Phones Near Me - Honolulu, Hawaii

We had an amazing experience after a beach mishap with an outdated iPhone. Ben was welcoming, knowledgeable and competent! He helped us find the best deal by making tweaks to our current plan and got us a nice phone upgrade with accessories and all the works. The store was clean and in a convenient location. We had a great time laughing and sharing stories with the whole crew while we waited. Grab some Malasada when you're in the area! Mahalo y'all! read more

I highly recommend you check in with your ATT office and find out if you are on the best plan. I received a new IPhone 12 from my husband. I went to have a 5G card installed. Instead of just activating the 5 G card, Tyler at the Kapahulu location too the time to review our account. He was able to upgrade my husbands phone from a iPhone 10 to a 12, give us 5G service, additional hot spot service and high speed data while reducing out bill. Seriously, we all use our phones and pay those bills, let's review the plans and get the most for your money. Give Tyler a call! We are really glad we did. read more

This location needs to either hire competent staff or shut down. Every time we come here we get the run around and they make excuses. It's the same Mexican looking wahine, gives attitude and on her phone (I've read other complaints about her). They had my phone but refused to simply look as they don't believe their staff can make any mistakes. I switched over from T-Mobile and never had any issues with their customer service when I came in for over 10 years but the 2 times I've been here to see why I was overcharged or some questions I had, it's never quickly remedied. I've read other bad reviews for this location so I'll remind myself never to come back here. read more

Exceptional service at AT&T Kapahulu! Sterling was amazing--warm, knowledgeable, and patient. He helped me find the perfect devices for my family, walked me through all the options, and ensured everything was set up perfectly. I never felt rushed or pressured. If you're visiting AT&T Kapahulu, ask for Sterling--you won't regret it! read more

Ben at this store is very helpful and knowledgeable. We were at the store a long time and Ben made sure our new plan and iPhone was set up correctly. I looked around and all the representatives and manager were very helpful and worked: together. We definitely recommend the Kapahulu AT T if you're looking for a new plan. read more

It's often difficult dealing with cell phone companies regarding problems. It always seem they are great when they are selling you new phones and plans, but after that it's almost always a battle. Well we had an issue, which I first argued with customer service on the phone, which got me no where. They told me they can't do anything for me and I might have better luck going into a store location. After going to a store location I was told I must go to a "corporate" location. So on to the third AT&T stop, AT&T Kapahulu. We talked to the service representative and they were very nice and really seemed concerned about our issue. She got our ID and some of our paperwork and went in the back. She came out and said the problem was resolved. As she was explaining some of the issues the manager overheard our concerns and stepped in to clarify some thing. Great people and great service. Thank you AT&T Kapahulu. read more

Saul was super helpful and friendly! Helped me pick up my new iPhone 15 and helped me activate it! Thank you!

Beware When the say trade in for such $ amount, you will still owe if you leave early. Sign up for 30 months and the credit is split up between the 30 months. Meaning how ever months left will still be on your bill owed. They dont tell you that till you wanna leave for them being a shitty service to begin with. Now your out of a good phone and stuck with a expensive phone with crappy service reps to always not take care of their customers accounts.. Huge regret read more

Shout out to Ben for helping me upgrade my phone! My store visit was efficient and easy. I made an appointment online but really did not need to. I was helped by Ben who was very friendly and helpful. Ben made me aware of discounts I was unaware I was eligible for. Much mahalo to Ben and the AT&T Kapahulu team for their excellent customer service and providing a terrific experience! read more

Ben helped us with our return of cell phones after getting new ones thru Costco. We are senior citizens and had called ATT customer service twice with poor results and great frustration. Ben was able to easily help us. He was kind and very professional. I will definitely return here for any phone issues. read more

I'm so sad yet also I'm fuming writing this review. The customer service was horrendous today. I completely understand and sympathize with the current conditions of COVID-19, but I have to report how terribly my dad and I were treated today. I don't know what the attendant's name is, she didn't introduce herself at all, but she has dark hair and glasses and her shift is right now, 9:00am on Saturday, 8/15. When she asked why we were there we told her that my dad needed a new phone and if we could, he needs to renew his contract. She laughed and said they don't do contracts anymore. Ok no problem! We understand. However as we were being seated, she keeps snickering and uttering, "we don't do contracts. We don't do contracts." Already it was off to a rude start. We then checked if there was any way that we can lower his bill, like the reduce data, and she said it's already as low as it can be. In fact he has a military discount so it's lower than lower. Ok no problem! I realized he needs the data he's signed up for so I told her it's ok, we can move on. However she kept on rudely insisting it's as low as possible and there's nothing they can do. I repeatedly said it's ok so we can move on. She would smirk and laugh at how good of a deal it is after we already agreed with her. Finally, we got passed the bill talk but he still needs a phone. We asked if I can buy one for him just outright. She said he needs to get either an 11, 11 pro, or 11max and it can't be purchased outright. It NEEDS to be in installments. My dad doesn't need anything fancy (he has a 6 lol) so I asked if there was any other iPhone, hoping for anything between a 6-X. She said only those and the SE, and any others we need to go to Apple. In fact, we should just go to Apple already, she told us. She didn't check if there was any other phones at any other AT&T stores on island. She said so condescendingly that we should just go to Apple because this isn't what they do at AT&T. From there we just said thank you and left because her attitude was so bitter and unprofessional. I feel so bad for how she treated my dad; it was like she judged him from the first question. Anyway, I checked online and other iPhones are indeed available for pick up on island so I'll be going later today with him. Happy to get him a phone today but embarrassed for the woman who "helped" us a few minutes ago. read more

I changed my cell plan at ATT about 5 months ago. Prior to changing my service plan, I had been an ATT customer for about 8 years. At the time of new plan activation, I enrolled in a prepaid service from my monthly service with the intention of switching back to a monthly plan. My customer, Elijah was knowledgeable and said that I could switch over to the First Responder service plan at a later time, and add on a device protection insurance plan. As a Registered Nurse I thought this was an amazing option. The next time I went in and inquired with another customer service representative, a female, she told me that my prepaid was the best available. She assured me that the First Responder plan was not better than the prepaid plan. Because of her suggestion, I decided to stick with my prepaid plan. The next month my two month old Samsung Galaxy Note 10 broke. I went in to another ATT store at Ala Moana Mall. The male representative there said, "there wasn't anything he could do to help me." I would just have to purchase a new phone. I also discussed with him an issue where I had a prior Apple XR which had broken. I filed the claim in October but Asurion, the insurance provider had mailed the new Apple XR replacement to my old address. When I called Asurion, they said just call back when it arrived and they would mail a new one to my current address. The ATT representative said, "there was nothing I could do. They would not fill my claim because I had changed to a prepaid plan in the process." He didn't even want to pick up the phone to call Asurion to check if there was any way he could assist me. I finally got fed up with the atrocious service I had received from ATT, and switched to TMobile in January. I tried to keep my phone number but when I went to the ATT store on Kapahulu, a female customer service rep said she couldn't help me with that because I forgot my pin. I had my drivers license with me, but she insisted that there was nothing she could do to help me. The entire ordeal was one of the worst customer service experiences I have encountered. This company pretends to want to honor nurses and first responders. I think they really just are looking to profit from them. I am a Registered Nurse, but they offered me no assistance three times. If I could I would give them "0" stars, I would. read more

This review is waaaaay overdue and I apologize to Earnie Alvarez-Malo because he went above and beyond in helping me in December 8th & 15th at the Kapahulu store. Trust me. I had bought new phones at a kiosk in COSTCO & changed over to AT&T from T-Mobile on Nov.21rst and there were problems from day1. After multiple visits back to the COSTCO kiosk trying to sort things out I finally made an appointment at the AT&T Store on Kapahulu and totally lucked out by getting an appointment with Earnie Alvarez-Malo on Dec. 8th. After hearing my story and issues he told me the vendor at COSTCO is a 3rd party seller and that explained many things. Earnie spent about 90 minutes with us (we're old, lol) getting us on the right track. The entire time he was kind, patient and so informative. Initially I was so mad I was crying (yes; embarrassing) and Earnie just took it in stride. He was kind enough to see us again on the 15th for probably an hour for another set of issues that I may have been able to figure out on my own but after our horrible experience with the kiosk vendor at Costco, I was afraid to touch the phones. I would like to add that both times we were at the Kapahulu store, not once did I see any of the Associates show anything but patience to whoever they were helping. To Earnie; I apologize for taking so long to get this written. Truly; you don't know how much you helped us. read more

I gave this store a 5 star only because I had great service from the salesman "Ben" . On the norm, I'm not too pleased. Ben is very friendly and helpful, made every effort to make me feel at ease, less worried since my phone wasn't working well. Thank you Ben! Great service! read more

If I could give no stars, I would. As soon as you walk in, no greeting like at TMobile. No one came to check me in till 10 minutes later. There was a mixup and I spent one hour trying to pick up my phone. AT&T even took my deposit of $247 out. Now they say it will take seven days to refund. I said I am going to Verizon and I am glad I did. You should too! read more

Went in store the man sterling was so very nice n helpful jus very helpful I do THINK THIS IS A GREAT LOCATION

My mother's flip phone needed an upgrade so we went in to shop for a new phone. From the moment we walked in , we were politely greeted and registered for the next available sales rep. Within 2-3 minutes, sales rep Ninfa Sanchez approached us. She explained all available options to us and broke down the costs of each option. We momentarily considered getting my mother a smart phone but realized that the training would be monumental and there just wasn't enough vodka in the world ;-), so my mother agreed that she should get another flip phone. What impressed us the most was that although it was only a $50 sale, Ninfa patiently and politely spent nearly an hour teaching my mother how to use the functions on her upgraded flip phone. This was great experience and made me proud that I've been a AT&T customer for a long time. read more

This 1 star review is specifically for an employee that assisted me yesterday. She didnt introduce herself so I dont know her name. She was sitting at the desk in the front and we were unfortunately lucky to have her help us. We'be visited this location often because its near our home and this is the first unpleasant experience we've ever had. AT&T needs to hold Communication Training with its employees because this female rep doesnt seem to know one needs to STFU when someone is speaking. Open your ears, not your mouth. Its not only unprofessional but annoying AF when someone speaks over you. read more

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!! read more

I had my phone stolen and was told by AT&T phone customer service that I couldn't have my old number back and it would be "better" to get a new line AND that the stores in Honolulu were closed due to COVID. I was so upset because 1) I knew they were lying, especially saying the stores were closed 2) Getting my phone and purse stolen was already awful to deal with, didn't need another unscrupulous entity trying to take advantage of me. I went to this store and was helped by Agnes. She was absolutely wonderful!! So competent and well versed and really went above and beyond to help. She was able to reconnect my old number and helped guide me through other obstacles we were encountering to get my old number back. Thank you Agnes for being the positive silver lining in all of this mess, you were great!! read more

Mexican looking girl at kapahulu. Went there today june 16 at 9am. Very bad attitude. Rolls her eyes. Talks dwn on me and very poor attitude. She does not belong in customer service. Atnt kapahulu get your workers straight and if they have a bad attitude.fire them!!!! Poooooooor customer service!!!!! read more

Ben Sakai arranged to fix my son's cracked iPhone screen. Because the phone is covered under an insurance Ben scheduled a technician to come to come to my work place. Ben carefully inputted my correct work address and Asurion confirmed it. Unfortunately Asurion went to the wrong address and the technician did not bother calling me nor did he confirm the address. Ben did not hesitate to correct Asurion's mistake. He personally picked up my son's phone from my work address and drove it to Asurion's repair shop. Ben returned the phone fixed on the same day. He went above and beyond! I've been with AT&T for over 20 years and will continue to be with them because of dedicated hardworking employees like Ben and his manager Joel Marcos! Thank you for putting your customers first! read more

Had a great experience here yesterday picking up a new phone and upgrading an iPad. EJ was the rep who helped me and he managed to also cut my bill by 30 dollars a month!!! Really surprisingly a pleasurable experience at a mobile phone store! read more

WHY is the wait always so long?!?! AND whyyy don't they have nicer chairs for you to sit in while you wait for the ridiculous amount of time it takes for the line to move. (MAKE SURE YOU CHECK IN) I understand that they want you to walk around and buy things, but there are only so many things you can buy at an ATT store. -___- When it finally was our turn, Linda was really nice and friendly. But, omg, please invest in a nice couch maybe? read more

No one was at the front desk to greet us or check us in. We had to wait for 5 minutes until someone came out of the back and asked us the dumbest question...." are you waiting to get checked in?". Then at the end they try and sell you DirecTV. 45 minute wait on a Thursday morning. No place to sit and wait. Verizon across the street is looking pretty good. Ever since I switched from Verizon my Samsung Galaxy S7 has been acting strange. It will not return calls. I have to redial every time. It also will not dial calls from a website. Again, I have to manually enter the number. This never happened when I was with Verizon. I asked the Ala Moana AT&T to fix it and they said that there was nothing they could do. I am so dissatisfied with AT&T. read more

AT&T - Mobile Phones Near Me - Honolulu, Hawaii

Went in to resolve a prepaid phone problem. Ninfa at the Kapahulu AT&T store was incredible! Not only was she friendly, patient and understanding, she was more than helpful! She went above and beyond to help us resolve the problem. Can't thank her enough. Incredible customer service! read more

Visited the new AT&T in Kaimuki and love it!!! The manager is Jenson Gaoiran- he was polite, professional and fixed my phone in a matter of minutes!! Wish I had gone in earlier..... love that they moved into the neighborhood. Telecommunications is the heart of my business--- thank you Jenson! read more

AT&T - Kaimuki has a AT&T store - Mobile Phones Near Me - Honolulu, Hawaii

Specifically, this is about the exemplary service I received from Elijah C. I was switching from Virgin Mobile (a company that goes out of its way to make this process difficult). Elijah worked with me, was so patient, and made sure everything was going smoothly. He then helped me do the same for my girlfriend's phone. Elijah was doing something else when I walked in, but he recognized me, and immediately walked over. He also has a warm and engaging personality to go along with his excellent abilities when helping me switch. Side note: I have lived in the same spot on St. Louis Heights for years: have had seemingly perpetual dead spots in my apartment with s other carriers: but with AT &T, my calls never drop, my texts always go through--so far, so good. read more

I have always received excellent customer service at this location. Sandra in particular is very customer-oriented, polite, and efficient in a high volume situation. She addressed client needs, checked in guests, and sanitized the meeting space in between transactions. Thanks for your help today Sandra! read more

Avoid this is fraudulent business, which deducted money from my bank account 2 days before they were authorized to do so. Employees refused to help me. I have already switched my mobile phone service to another company. read more

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. read more

Went in to add a line to my current plan and to order an iphone for my husband. When we walked in, Steve Yun (sales consultant) immediately greeted us with a smile and asked how he could help. I told him what we wanted and that I wanted to know how much it was all going to cost. Steve really took the time to explain the differences in the plans, asked us how we currently use our phones and recommended plans based on our current usage. He was just really professional and pleasant overall. After hearing all the options, I asked Steve if my husband and I could talk about it alone for a while and he was like, of course! My husband and I discussed the plans in private and when we were ready, went up to Steve to go ahead and add the line. Everything went smoothly and we felt great about our decision. Steve provided great service. He was professional, knowledgeable, friendly, took his job seriously, and not pushy at all. Best service I ever received at a cell phone store! read more

Efficient service. No sales pressure. Happy with AT&T. Wait was not bad the last few times. A lot of parking all around. You can shop at Safeway at the same time. read more

This corporate store is only focus sales and has very poor customer service to help it's existing customers with billing disputes. Find a better phone company. As a long-term loyal AT&T customer since 1998, I had visit the store on 14 Jun 19 to resolve a billing phone plan dispute with a phone buying and returning from the Apple Store Kahala in lieu of being sold into AT&T buy-on-get-one-free promotion on the same day. Apparently, the Apple store Kahala phone I return did not terminate the AT&T phone plan and I was charge the pro-rated phone plan fees. This Kapahulu store told me I had to get the Apple Store to process their AT&T phone plan charge from my Apple Store return phone!! ... Even after I told them I have receipts of its return and purchase as proof that I don't have the phone. So, I took their advice and went to Apple Store and talked with their manager which mention that Apple cannot credit AT&T phone plan since they only have the ability to enroll their customers in a phone company plan and return of phone does not specific the phone number in the return receipt only. They also told me you might get better service at the Ala Moana AT&T flagship store which I spent in the second hour through afternoon rush hour traffic of trying to resolve this dispute. Even though Eric (at the Ala Moana AT&T Store) was polite and trying to help me there by suggesting I call the AT&T wireless customer service and also talking with the customer service representative, his manager at 4:30 PM 14 Jun 2019 was not a helpful and told me their store could not credit my account after talking with the Kapahulu store and told me that same thing - go back to Apple Store to get my credit and resolve my AT&T phone line dispute even after looking my my purchase/return receipts. I tried to further follow up my AT&T wireless customer service phone conversation with asking them if I can email them my purchase/return receipt as proof that I the phone and it phone number is not in my possession, but they mention they could not accept emails or email attachments. I even search on the AT&T website to email my complaint as a follow-up, but there was no weblink or webpage to email them. There was only text and voice call customer service method to file a compliant. It seems that AT&T is avoiding email documentation to avoid legal disputes and rely on he said/she said conversations. I also file a Better Business Bureau compliant as the only way now to get my billing fixed and credit my pro-rate fees paid. I'm furiously disappointed with AT&T and made up my mind to switch my personal phone as soon as possible to better phone service company due extremely poor customer service at this store and not recognizing long-term customers with at least some decent customer service with billing disputes. If it wasn't for their promotion for my daughters' two phones, I would have cancel my phone plan with them immediately!! read more

I give this AT&T Store 5 stars - because they have a great employee named Kevan (yes with an a). He has been there for several years and is incredibly patient and knowledgeable. First, the store itself - I like that the store is large enough to roam through and I always am impressed at how clean and organized these kinds of stores are. This one is no exception. :) Very organized friendly staff, who don't push you or rush you to select something. OK now on to why I give it 5 stars - I went in to pick up a phone with my friend and he figured out a way for her to get the phone she wanted at the price she could afford. I was planning on buying a few Internet cards and instead of paying money - he helped to restructure our company's business plan to give us a great hot spot feature AND save me money. Any and I mean ANY transaction where I can get a new gadget and save money, goes down in my books as the best transaction ever! Thank you Kevan! read more