Don't waste your time at this store!!!!!! My brother and I went in to upgrade our iPhones to the iPhone 16. Initially, Erick said they had the colors and models we wanted (iPhone 16 Pro Max and iPhone 16 Pro) in stock. However, everything changed when we started reviewing the quotes. First of all, he wasn't planning on explaining what was included in the quote until we asked why it was so expensive. It turned out he had added a protection plan, which we decided to opt out of. Once we opted out, his attitude completely changed. He went to the back to "check" the inventory, and suddenly, they were out of both the iPhone 16 Pro Max and the iPhone 16 Pro. I suggest walking 10 minutes over to the Apple Store on Michigan Avenue to upgrade your phone. The service there is incredible and 100 times better. read more

At 5:40pm on Tuesday September 24, 2025 I walked into this At&t store. on 16 N. State St. After I entered I was loosely "greeted" by a young sales woman. I informed her that I was there to purchase a replacement set of Samsung galaxy earbuds, because I lost one from my current pair a few days ago. She immediately responded, "We don't sell those." I was confused, because I purchased the first pair from a Different AT&T store just a few weeks ago. She said "we only sell Airpods" and I replied, "You do not sell Samsung Products?" she said no instantly. Another sales person (possible shift Manager) who sitting at a station on the computer corrected her and said, "Yes we do sell those, but we do not currently have any in stock." I asked what they did have in stock and the first sales woman said "we only have the newest version the Pro 4's." I had no idea what that meant, but asked if they were Samsung earbuds and she said no, they are Airpods." Obviously confused, I informed her that I did not have an iPhone and did not think they would work. She replied, Sarcastically, " They work they connect via bluetooth" Which I clearly did not know. She vaguely waved her hand and under a breath said the earbud section is "over there" and I asked if I it was o.k. if I go over to look at what they had. Instead of walking me over she slowly trailed me to the station, and as soon as I started looking at the models on display, she LITERALLY, SLOWLY BACKED AWAY FROM ME AND WENT TO TALK TO A NEW CUSTOMER THAT ENTERED. She did not ask me if I had any questions, let me know that she would be right back like, HOMER SIMPSON STYLE BACKED OUT OF THE POINT OF SALE. After standing there for a few minutes reading the specs, I realized I could not in any good conscious buy anything from this location given the completely disrespectful and careless attempt at service despite the fact that I REALLY NEEDED to replace the earbuds. I began walking out and neither Saleswoman even addressed me or acknowledged that I was leaving as I walked past them both. Hands down WORST EXPERIENCE. I was a guaranteed sale, and most likely an upgraded sell at that. Two weeks prior at the first location I ended up buying a Watch and a new insurance plan for all of my devices literally because the salesman was INTERESTED in selling me things. read more

I am very disappointed, I actually got online and then I called AT&T and spoke to somebody who wasn't even in this country or from this country, after spending over an hour and not be able to figure out what he was saying. He actually ended up hanging up on me.. I think AT&T should investigate this in this person should be talked to or possibly dismissed. I don't know how AT&T can put people in their states to talk to Americans in America that are not from America. read more

After wonderful service from staff member Eric on a previous visit, we were treated abominably today in his absence. I had accompanied a visually impaired AT and T customer whose phone had been damaged in a basement flood. The staff members today had no interest in helping or even making eye contact with my friend, putting his I D on a table rather than in his hand, despite his inability to see it. Neither his visual impairment or flood issues seemed of the slightest interest to them. Soon after realizing they wouldn't make a big sale, they retreated to another area to look at their smartphones and avoid further annoyance from having to treat customers respectfully. Even without vision my friend could tell they seemed disinterested in helping. He will take his phone service elsewhere. read more

Rude, incompetent and unprofessional. If the poor reception in rural areas wasn't enough to had made me want to cancel my AT&T account in the first place, a visit to this "store" would have been enough on its on. Rather than sit on the phone for God knows how long to speak to a live person about canceling my service, i went to this place. The young woman working there curtly told me they didn't cancel plans there (only rope you into a contract you'll probably regret later) so I asked her for a number to call. I sat there, patiently waiting until a faceless representative deigned to call me back and finally cancel my service. Since I wanted to make sure my new carrier had successfully kicked in, I politely asked the young lady if she would call me to make sure things were in order before I left. She looked at me, with a completely straight face--IN THE MIDDLE OF A PHONE STORE--and said, "I can't. I don't have a phone." Remembering I pride myself on being a gentleman, I simply left the store. In short, if you must subscribe to AT&T, avoid this place and its tragic staff entirely!!! read more

Terrible customer service, was told by multiple reps at AT&T that we had 60 days to turn our phones in for trade in. Come back after 30 days and now am being told they can't take it. read more

Horrible service. They are not knowledgeable. Lack customer service skills. Ugggh! Awful!! Me: is this for c-port? Att rep: no it says fast charge. Me: but isn't fast charge c-port? Att rep: no. It says fast charge on the box. Me: [reads back which clearly says charge is for c port. You cannot make this stuff up. Problem every time I have questions. Last time at this location it's the same thing. Then checking out I had to ask if I have discounts on accessories. They'll say anything out of their mouth to get rid of you so they can make the sale and lounge. Gotta ask about discounts and specials. Didn't check my number until I asked. Terrible! read more

You're lucky if you are greeted within the first 10 minutes of walking into the store. If you are greeted, you'll be asked to wait with no approximation of when you'll be assisted. Extremely understaffed. The security guy (bless him) will try to help you with your phone even though that's not his job. read more

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....... read more

The Asst Manager, Noemi Adame was fantastic! I'd been trying to get switched from an old plan over to FirstNet for a long time (tons of time calling support and even visiting other AT&T store locations, with no luck), and she was finally able to fix the issue. She was so patient and helpful! read more

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. read more

If i could do less than one star I would. Have to say this may be the Worst Service in any AT&T store i have ever seen in the entire country. I am a business traveler and frequent att stores for various reasons of service. On this trip in Chicago was just adding a data plan to my work ipad sounds simple right? First was lied to that i couldn't do that without starting a new plan? Or that I had to prepay? Dude didn't know wtf he was talking about. Asked for manager but he was too busy hitting on the receptionist to be bothered and gave me attitude ‍ Clearly being a loyal AT&T customer for over 18 years and having my cell internet and cable through them means nothing. AT&T upper management word of advise gut this staff starting with the manager working 7/8 at 6:00 pm...Terrible just hideous no wonder they have so many bad reviews at this location..i should have looked at that before walking into this nightmare. End result...went to Sprint around the corner new plan no problems with a smile FU att read more

AWESOME experience. My salesman Fabian was great, and made the process so easy. He helped me with a few different problems I was having and made my experience feel more like seeing a friend than going to a cell service provider. I came here after unsuccessfully trying to switch to Verizon and I'm so glad I did. Way better customer service and the people are willing to listen to you and your concerns. I'll absolutely be staying with AT&T for a long time. read more

Absolutely the worst customer service. Left to stand out in 0 degree temperatures for thirty minutes after the store was suppose to open, while three employees stood inside laughing, waving and pointing. Would never recommend visiting this store. Three customers stood with me and all of us were forced to walk away with no explanation as to why they weren't seeing customers read more

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! read more

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. read more

We wanted to switch from Sprint to ATT with family plan. Sean was extremely helpful he worked hard to find the best deal for the family. He explained the offers available to us and the phones included in those offers. Sean made the conversion quickly set up the phones and we went on our way. Sean great job! read more

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 uber 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. read more

I wish i could give them one star. Don't believe anything they tell you. I was told my activation fee would be waved. Then i was billed for it and was told there was nothing they could do. they are blatant lairs read more

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. read more

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. read more

Ordered a new phone online. I check the order status the next day, it says cancelled. I go to the store to ask why they cancelled my order (without any sort of notification to me), waited 20 min, no employee would even acknowledge me or others waiting. Guess I will just buy somewhere else. read more

I converted from Verizon to AT&T because my apartment only allows AT&T internet so switched my phone for their combo package. Go to the store the girl, Sparkle? I think was her name, tells me it'll be easy, I had some bumps on my part but she repeatedly had to ask for help and would stare at her iPad without moving then other employees would fix her mistakes. A hour past close, 2.5 hours later, I was asked to LEAVE because the store was having their potluck/ugly sweater party in the store WHILE I was there And they would have to finish my set up the next day.... this was at Michigan Ave location I was promised Iphone trade in for $150, $100 visa gift card for "AT&T rewards" Waved "hidden" fees from starting up a new line And I'm supposed to get my "internet for free for life" but was charged my first month and was supposed to be Credited from them charging the first month I have Got NONE of these.... I later went to a different location, State street, the wonderful employee that helped me went through my account and SHE SAID at the time SHE SAW all these things were never applied and SHE, the Employee, added up I was supposed to be credited $380 and her assistant manager,Amy, would send it to the regional manager to have the credits applied.... this was 1.5 months ago and AT&T has given me NOTHING!!! No credits, no emails apologizing for the wait, no update, NOTHING Last time I went to state street ,Amy was not in and I was asked to come back ((because my phone had been shut off!! For a few days because my bill hadn't been up to date))the next day to talk with Amy about this..... when I came back the next day Amy was not in at the time they said she would be, they told me she was parking and would be another 20-30 mins BUT it was "okay because they called Amy and she would email the regional again"..... I then asked the employee that helped me Both days Why was I asked to come back, pay for a lyft 2 days in a row, go into work late 2 days in a row, if Amy didn't even need to talk to me, the employee said "cause we called her and she will email the regional" The day before when they asked me to come back, I specifically asked if she could just call Amy and she told me NO! But yet when I came back they called and I never even saw Amy read more

I went in today so I can check out my account since I been having trouble over the phone found out my account has been close but yet they couldn't give me a reason why or anything just left it as that to call on the phone to figure out things smh maybe if the lady's weren't lazy and got things done like the men that work there unfortunately they wasn't there otherwise I would have walk out happy read more

on website it says masks are still required no matter what government decided. but also it says that store will provide masks if needed. they kicked me out for not having a mask. And when I asked for a mask they told me that I need to have my own. i accidentally left mine in a car and parked very far. read more

Pretty incompetent place. The staff tried their best and meant well. The store manager Phillip offered me a free month of service in order to make up for a screwup. However, when that month came around, my phone did not work. I had to call AT & T (the only number I could dial because my phone's service was off) who informed me that while I was credited a free month, the amount I was credited was actually $5 lower than the price of the month. So I had to give $5 over the phone in order to get my phone turned on. read more

This place is kind of like a bank: busy as hell on Monday and Fridays, especially around the evening rush hour. You're better off coming in during the middle of the week if you want to get in and out quickly. That being said, I don't understand what everybody is complaining about here. Sure this place gets busy because they are carrying on of the most popular consumer products possibly to ever exist. I've had nothing but solid service at this location since I originally got my iPhone in 2007. Other locations in suburbs have given me iffy service at best, but I've consistently gotten good customer service support at this one. Much better than my previous experience I had at Verizon. I picked up my new iPhone 4 a week ago. The store clerk actually helped me decipher my billing and helped me save an additional $20 dollars month-over-month verses what I was paying in the past. They even copied my entire phone book from my old to new device. This was extremely helpful to me because my laptop has been down for over a month, so I would have been unable to sync my iPhone with my computer to get all the information transferred. So if you want to go to an AT&T location where the employees actually know what they're doing, go to this one. read more

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! read more

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? read more

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. read more

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

Don't get AT&T. It's HELL. The store stuff didn't give the right plan and tricked me into get "free" AT&T internet. I have to pay for his mistake for 3 months and the internet is not free. It's just a more expensive plan in general. When I try to join my friend's family plan, they told me I can't get any promotion and have to pay $70 a month for internet. The customer service is the most terrible customer service ever. I used to think T-Mobile and Comcast had horrible services. Now I just regret I went to AT&T. Want to cut off my house internet so I don't need to deal with at all. Three months of misery. Every interaction with them is a pain in the ass. read more

If I could give this store a negative number between 1 and 5 they would get a negative 5. Apparently they have a corporate store and a retail store. So if you purchase something in a retail store and want to return it at a corporate store you cannot. Are you wondering how someone is supposed to tell the difference between the two? Well I have no clue. Customer service for AT&T was having a hard time. So there solution was for me to go to the original store to return it which is not near me. Had I known I needed to go back to that particular store to return an item I would not have purchased it in the first place. read more

Customer for 8 years. Broke my phone and they won't let me pay to upgrade because my ID is expired (I have my social security card, check book, and mail on me). It's me guys It's a phone not a gun. Walked half a block to sprint got an iPhone 7, a plan that's half the cost no hassle no fuss. read more

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 read more

Stay away! If you are thinking of switching don't (Verizon and TMobile have much better customer service). I switched from Verizon to get the free home internet and nothing they promised worked. First they said home internet up to 50Mbps, when the installer came out it was under 6 Mbps, he said he wouldn't even go through with the install because the speed was so slow. The ATT salesperson told me I can try it for 30 days risk free. I cancelled after 6 days and ended up paying over $150 for service I didn't use. Customer service has been useless, got so frustrated I just payed the entire amount so I wouldn't have to deal with them anymore. Stay with your current provider or if you are looking for reliable service, go with Verizon. ATT is awful! read more

I've been waiting for over 30 minutes and still have not been helped. There are two associates helping a woman with a return and 5 people on the wait list. read more

This is the 2nd 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- read more

Waiting for service for the last 30 minutes and still haven't gotten any! Avoid.

As soon as I walked in I was helped by the store manager who was very friendly and recommend a couple of devices.. After talking to him he introduce me to a rep who was able to process everything. I love the store. They always know what I want and need. read more