I came to the store in 2 occasion the last week. I just have to praise Scott Carl! On both occasions I dealt with this gentleman who goes above and beyond his job as a customer Care representative! He helped me with my issues, fixed my ossues( my operator errors, lol) he was so very kind I felt truly he did his job and definitely more. And followed up with me afterwards! All I can say is see Scott Carl! Att should be proud to have him as an employee Thank you Scott! Jane Miller read more

This location sucks worst employee slow service as if you are a ghost in the store. I was actually hung up on twice and that was after they told me that they couldn't help me when I just wanted to know information. They extra charged me and I was not a valued customer. If I wasn't in a stupid contract where I have to pay off my phone I would go to t mobile. Also didn't even have the selection of color I wanted. Overall the value I felt as a person was a -100000000/10 if you wanted to be treated with any resemblance of a human being go somewhere else. read more

I would give this place zero stars if I could. Terrible customer service I walked in. They told me it would be 45 minutes after an hour and 25 minutes they put two people in front of me. One of them was there originally before me and left and I actually thought that was fine. But before she returned, one of the employees stood up and said I was next and you'd be with me in a minute or two next thing I know there were two or three people in front. Terrible terrible management. The guy just kept making excuses. He could've simply told me it would've been longer than an hour in the first case and I would've made an appointment on another day and left instead he let me sit there for an hour and 20 minutes or more only to change what they just told me and tell me I had to wait behind several more people. read more

People were ok, but AT&T is totally useless. NO customer support beyond auto prompts that take you on an endless journey to nowhere.

this store is absolute shit employees are incompetent and ignore waiting customers and then can't help when they do eventually get to you. at&t service is absolute shit avoid both if possible. read more

Awful Customer Service. Always understaffed. Were unable to helpme. Went to the Palatine Store they were friendly and took care of my need very quickly read more

I'm not sure about the store, but I can say Bradley, the gentleman who helped us, was extremely professional, knowledgeable and genuine. Sad and glad to know he's moving to the Schaumburg location. We will be sure to take the drive there to work with him. Thank you sir! read more

The family and I went in knowing we were going to upgrade three phones. Our rep was Nate and he was wonderful. I did my homework before I left the house so I knew what the discounts were before I walked in the door. Nate didn't try to oversell us on anything and when we started talking about our TV services, he helped us make the decision to cut U-verse (which was going to happen soon as they are pretty much donezo). Nate was great, Jason was great and we are very happy with AT&T in Crystal Lake! read more

Slow little to no service An iPhone cost $ 1200. Can they hire a team member for 15. !?!

Terrible attitude+terrible communication skills from the entry level floor people. They don't want to be there. You will be bothering them by coming in. read more

Ok... Deb is the best! She handled my issue with such professionalism! She is smart and fun! Great gal! I always dread going to AT&T, but this group was so nice! Thank you! read more

Down & Justin at the m most helpful att reps I've met. They both worked with me to find exactly what I wanted and for the price I wanted! Awesome guys in general and god energy in the store read more

The staff at this location are only willing to help if you're buying something. We recently bought 2 brand new iPhone 12 pro max. The guy who sold them to us was great. Told us we can bring our old phones in and they would send them out for us. That story changed quickly when my husband went in to turn in his phone. Called customer service and they said the store is supposed to do that for us. The male who helped us buy the phones was either Dan or John. (Older gentlemen sorta balding) He was also the same guy who changed his story about bringing our phones to them to turn in. Also, wearing your mask under your nose defeats the purpose. read more

Customers beware ! Purchased 2 phones ... salesman added on 2 protection plans to these phones without even discussing it . That added 34 dollars to my monthly bill that I did not approve ! Manager was contacted and all he could tell me was that he wasn't there. Obviously , salesperson gets commission each time a protection plan is purchased . No apology - just a rude manager . Would never use the crystal lake att location . read more

I bought a 13 pro phone that the AT&T customer service person. Convinced me I needed she promised me a trading of $700 and it would start a couple months after I got my phone into them how many fighting for my life to get that money they refused to give it to me because I didn't change my plan nor did they ever told me I had to AT&T is the worst wireless phone they chased me away from my Wi-Fi and my U-verse because he lied they only lie to protect themselves not good company I would not advise anybody to go to them all they do is lie oh by the way I have my phone which means they stole my phone and I get no credit for it read more

This place is great for customer service. I don't even have an AT&T plan and was able to use a corporate discount here on accessories without a problem. Shout-out to Scott for all of his hard work at this story. read more

Super easy to work with. The rep Scott and the manager worked diligently to fix an issue. Impressive. I would definitely recommend this for a work/business line. Good deals. We got our work phones for $1/piece. read more

Since we were not buying a new device but were there for technical advice we were treated as if we had no brains. Too bad we were taking up a few minutes of precious time at the holiday season. It was my precious time also, eye rolls etc are not necessary. My daughter may look young but she is not and she is tech savvy so the looks given to me regarding her questions were quite unnecessary Very friendly helpful staff when you are buying not so much when you are getting help read more

I had to cancel my att service because it was so bad. No reception anywhere. And the monthly fees were extremely high compared to T-Mobile. When I came to this store for help, I felt they viewed me as an annoyance. So I left, switched providers and I'm not looking back. I'm paying $100 less for four lines now. Att was way overpriced. read more

Scott Carl is the best! He is so extremely helpful, honest, knowledgeable, and PATIENT. Such a nice guy. My husband and I go to him frequently with questions on our phones and other devices, and also to do our upgrades. He has never made us feel rushed and has always gone above and beyond our expectations when assisting us with anything. A large reason we continue to use and recommend AT&T is because of Scott. Keep up the good work! read more

steve is the best! Spent a long time with us and knew his stuff. Solved a vexing problem. He should have been the manager!

So lucky I don't own this store. We arrived there today at 1:10 PM, gave the sales person my name and was told the wait would be 10-15 minutes. Plopped-down in a chair. After about 20 minutes (~ 1:30) another couple walked-in and a sales person immediately began to help them. According to the monitor we were next in line. Hmmmmm? Five minutes later a sales person finished with a customer. Walked past us to show them out. Than walked past us again to the back room...not a word...not to be seen again. OOOOKKKK? Five minutes after that the same action but with another sales person. Not a peep to us. Not even an acknowledgement that we're waiting long past 15 minutes. Than a third sales rep finishes with their customer. Looks directly at us, while chewing his gum like a cow in a pasture, and walks into the back room. Seriously! (I really want to get back there. Must be something really great happening that all three ignore customers that have been waiting 30 minutes!) My wife approaches a fourth rep that is with a customer, politely interrupts, and asks what's going on? She gets a non answer: but is told you can make an appointment if you can't wait. Huh?! There is no sign (to be seen) anywhere in the store that indicates: if you can't wait you can call/go on-line and make an appointment. Wow! That's it! I walked-out. I'm not going back. Instead I'll find another carrier and buy my new phone and service from them. So when I said "lucky I don't own this store", It's the people that work there now that are lucky. Because I'd FIRE every single one of these people today if I was the proprietor. (I'd fire the cow and his gum first!) And if this company ever decides they want to change their signage well, it ain't happening. I'll be sure it never gets past the CL Plan Commission. Why? Crystal Lake has been cited as one of the best small cities to live. Over and over we hear about our reputation for friendliness. Well, this store is not upholding our reputation. So let them move to Algonquin or Lake on Hill. read more

Unbelievably bad! I have had better experiences with used car salesmen. Went there twice For a simple upgrades. First time rep was more interested in "upsizing" me to a more expensive phone than I wanted. After a waisted 20 min we left and went to another AT&T store and got the upgrade I wanted....in less time. We had another phone to upgrade and went back. After all what are the Odds we would be assigned the same rep? We weren't..but despite our desire to upgrade the phone. This rep spent 20 min trying to sell internet and phone insurance packages. Again we explained we wanted the phone upgrade. He finally went to the store room to get a phone. He came back and said they unfortunately didn't have any of the phones we wanted...in any color. But he did say he could get us the pro version of the model we wanted. We went up the street to a big box store. We got there 20 minutes before closing...we left with the exact phone desired at the same price and without the frustration. We will not go back to this store for the rest of our upgrades! read more

I made an appointment for the Crystal Lake store to upgrade a phone. I made an appointment online for 10 am, opening time. I get there at 10 am, 3 people in front of me. I'm ok with that. After a 25 minute wait, they take someone else in front of me! I'm not ok with that! I tell the manager that I had a 10am appointment. He says, "there was another appointment for 10 am". So I say, "an appointment means nothing here!" This is the second time I have had appointment issues at this store. I went to the Algonquin store and was very happy with them. Don't waste your time at the Crystal Lake store. By the way, I am a retired AT&T employee and am loyal to them. read more

Today my friend went in for a new iPhone, and I got to talking with an employee named Justin. I had a few questions for him as I am on a Verizon plan. He was more than happy to answer all of my questions and compare the plan I have with a new one at AT&T. I will without a doubt be buying a new iPhone and plan at AT&T when I fly home. All out amazing customer service and multitasking skills considering he was also setting up my friends new phone! read more

Customer service rep (female) was very unhelpful and very standoffish. Not willing to help or listen. Her favorite word is "no". Worst experience ever. Thankfully manager Jonathan's is a star saving person. read more

Pleased as usual with this location! My salesman Mark was very helpful with my upgrade and didn't badger me to buy more accessories like cables and cases, he even told me I could find said accessories on Amazon.com for much cheaper. I will be back without a doubt. read more

I sent my son to the ATT store with a problem with his ATT phone. They were unwilling to help or even advise him of his options without my husband there. I have had this problem myself also, they won't even talk to me without my husband present and will not allow two names as contract holder. read more

At & T in Crystal Lake has horrible service. I purchased 3 pairs of wireless headphones for my family on November 16.These we going to be Christmas gifts and that is what I told the salesperson assisting me. When my kids came home for Thanksgiving I showed them what I bought. No one wanted them due to they have a feature where they rest on your neck. I went to return them today 12/3/17 and I was told they will not take them back because they had to be returned by 11/30/17 I'm 3 days past that. The receipt on the front does not tell you of this. On the back in fine print it says 14 day return on equipment. I did not consider headphones equipment but rather an accessory!!! So save yourself aggravation and shop elsewhere!!!! read more

Just happened to go to this Crystal Lake store since I was in the area not my neighborhood store. When I entered the store there were two customers in front of me everyone standing in a line while the four AT&T reps help customers after a while 15 minutes the people in front of the line left the store the gentleman in front of me and I continue to wait after an hour of standing there without even being acknowledged once I decided to leave and go to my neighborhood AT&T store. The store and it's management need to learn a lot people don't mind waiting in line if you acknowledge them and let them know approximately how long it will take before you can help them leaving them standing there not acknowledging them once is the worst thing you could do to a waiting customer I will not return read more

I recently moved back to IL from CA after retiring from the military and was shopping for cable, internet, and phone service. My wife has Comcast and I am not pleased by their customer service and went to the AT&T store to see what they had to offer. I could not be more pleased with my visit and the service we have scheduled for installation. The rep, Danny, was personable and extremely helpful with setting up our bundle and getting us great savings as well. The bundle is not only cheaper but has much more to offer . to include two wireless recievers. read more

Terrible service! The store was crowded and I told the store manager Amy that was checking in people that I was having issues with my phone settings. She had me wait my turn for 25 minutes only to then tell me that she cannot help at all with that and I would have to go to an apple store. She also helped people first who had checked in after me. read more

My son and I had a great experience at this location specifically with Damien. We were at Best Buy prior to purchase the Google Pixel 2 and all I can say without wasting my time is that I received the worst Customer Service and attitude from their Cell Phone department. Once we arrived at the Crystal Lake AT&T store Damien was absolutely wonderful and made us feel much better after a horrible morning with Best Buy. I will drive out of my way to go back to the Crystal Lake location for any of our cellular needs. Kudos to your store and your employee Damien! read more

Very disappointed with AT&T...a few months ago I decided to switch over from Verizon because of some great deals being offered. I took advantage of a buy one get one from iPhone option with the assurance all my transfer fees from Verizon would be paid for by AT&T. Went to this store to make sure all the transfers and paperwork were done properly..I was assured all things were done correctly and it would take up to 8 weeks to get my money back that I had to pay Verizon to cancel my account. About 10 weeks later I got denial notices and was left hanging...after a few hours on the phone at this office with corporate, we got two of my smallest transfers paid, but I am still left with $1000 bill ...would have never left Verizon.....don't fall for the BS ....service much better with Verizon. read more

What has happened to AT&T? We went in to see if we were paying too much as our bill has recently gone up by about $40/month. Talked with Kirstin, who only wanted to get us to buy their internet and TV services. Very annoying. She also told us that we were paying quite a bit more for our phone plans now, but once our contracts were up we would be able to take advantage of some much lower rates they had available. This made no sense, but she was unwilling to explain. Asked to talk with the manager, who was new, but the wait was too long so we had to leave (we were not the only ones in line to talk with him). In the past service has been so good at this location. Kirstin was awful, and in the future as long as we are tethered to AT&T we will go to another store. I would encourage all of the other negative reviewers here to do the same! read more

Great service multiple times. In particular from Billy. Good product knowledge and customer service.

My husband took my adult daughter with him to pick out an upgraded phone for me for Christmas. She knew what I wanted so that part didn't take long. A female customer rep sat down with them both and "explained" the process. Apparently Att has a new policy that says that if you upgrade your phone you change the terms of your contract. If you want to keep your current rate, you have to buy the installment plan and pay interest. If you buy the phone at full price, your individual line rates increases to $40 per month. The rep never made this clear. After her song and dance routine, my husband got the phone and gave it to me 2 weeks later for Christmas. When he explained that with these new terms, that our monthly bill would be over $400, we decided to return the phone. My husband called Att and was told to bring it back to the store. After an out of town business trip, we both went to the store together. The first rep we saw said that this would be no problem but wanted the original rep to handle the situation because she would know more about it. The original rep was on her lunch break but we were assured that she would take care of us in 10 to 15 minutes. After our 15 minute wait, we saw the rep come out of the back room and speak to the manager. She then walked over and sat with us. She stated that there was nothing that she could do to help us. The manager didn't even bother to come over and assist us. My husband had not been told on the phone that there was a time deadline. At this point in time, he was very upset, and decided to leave the store. When I told my daughter what had happened, she stated that none of this had been explained to her either at the time of the original purchase. I blame both AT&T and this rep for these issues. read more

Horrible! They have lied to me several times. Was told that they would wave a $36 upgrade fee for buying a new phone because I paid it the previous month for adding a line. Got the bill and was charged $36 for the 2nd month in a row. Called store back and they said they'd add a credit. Got next bill and no credit. Called again and spoke to a manager. She said that she was sorry and they surely give me the credit on the next bill. Got the bill and STILL no credit. As you can see, they'll tell you what you hear and hope you give up. They dont care about being honest with you. They also lied about free mobile to mobile including all carriers. It only includes ATT to ATT for the 550 family plan. DO NOT SUPPORT THIS STORE! read more

Well it's worse! Just getting around to looking at my bill and come to find out new rep FAILED in more ways than first thought! Now looking at bills since ordeal we are paying $25 a month for 24 months for iphone 5s new rep said $75! Over $600 FULL RETAIL for phone! Absolutely would NEVER have gone for that if informed! Sign my phone was on special $199. I have gone to Algonquin store as when I called way back when this first all went down store manager when I asked for his bosses number said he could no longer talk to me anymore! What kind of customer service is that? So why would I be told to go back to that store? Gal at Algonquin very good said she would let her manager know and he would email Dist Rep Have not heard a thing! After some googling of others that have issues with ATT problems going to try filling a complaint with BBB and look into others avenues seems to have worked for others. Seriously would not not be more professional to go sorry we had a couple of failure issues lets make this where we can all be happy? I mean customers are supposed to be happy right? I am in the customer service business and am flabbergasted by how ATT who I have been with forever is handling this! read more

I had the unfortunate experience with the AT&T rep, Albert Chen. I went in because when Apple did their latest update, I was locked out of my phone due to not remembering my Apple ID. I was instructed by Apple that I needed my original receipt from my phone purchase. I was visibly upset and was asking Albert if he had heard of anyone else having this problem or how would he feel if it was happening to him. He was clearly not even listening to me, his answers didn't match my questions. When he did reply with an answer, he told me my only option was to have Apple wipe my phone clean, or I could purchase a new phone. He is extremely unprofessional and should not be dealing with the public. read more