Made an appointment for this morning to get new phones for everyone on my plan. Was greeted quickly by Alec who was Awesome!! He went through everything with us from plan upgrades, to the differences between phones, to payment options etc. He answered all of our questions and even some we hadn't thought of!! They didn't have our selected phones in stock, but we got them ordered and will be stopping in to see Alec to get everything set up once they come in. It was a really good experience!! read more

Great customer service. Charles, one of the managers, was extremely helpful. He went above and beyond with his patience and perseverance to help find a solution to my unusual issue with my account. Would highly recommend this Edwardsville location. read more

The most ineffecient experience of my life! Not really sure why it takes so long. Why is an employee spending time straightening up when there are 4+ in queue? read more

This store is a corporate one unlike the stores in Alton or Wood River - and so much better! They are so much more knowledgeable and helpful there. Sunnie helped us with account changes and selecting a new phone. Well worth the drive for good service! read more

I worked with Matt Higgins who did an excellent job explaining all of my options when I stopped in to change a new phone number I had been receiving spam calls at. Matt helped me get that resolved while maintaining a great level of professionalism, personality, and made the whole experience far less stressful than I anticipated Update: so I spoke too soon. I returned to the store to follow up on all the promises made to me by Matt and the manager on duty at the time and the story has since changed. The services Matt sold me are not able to be combined for additional savings as he explained. Now I'm missing out on bundle pricing and Matt no longer works here so I have no recourse. This store has caused me nothing but problems since I began this whole service a couple weeks ago. Switching from U-Verse to ATT TV has been a nightmare and I've repeatedly been in contact with ATT regarding the issue to no avail. I won't be doing business in the future with them anymore. The way this store conducts business is inconsistent, misleading, and clearly driven by commission rather than customer service. After 20+ years as a customer I'm disgusted with the way my business has been handled by management. read more

I needed a new iPhone so we headed out on a Saturday to see what deals were out there. We went to this store and it was busy. We decided to wait so we asked one of the associates to put our name on the wait board, which he did. There were two names above us. We sat down to wait, not in a hurry. Then the two names above us were called. I noticed that the board was now blank. Not wanting to assume anything, I stayed quiet and hopeful. Then two more names went up on the board. Okay...now I'm curious. So, I go to an associate and ask what happened to our name. He said that someone must have accidentally erased it. Okay...no problem I think. He said he would put it back. He put it back, under the two new names. I'm a gentle soul, but I refuse to be a door mat. So...we left. I can not believe he would do something so rude. I wish I had gotten his name, but I didn't. I'm sure not everyone there is as clueless, but we went to Verizon and got a great iPhone and a great deal. So there. read more

Took over 3 hours to do a simple phone upgrade, also when they put my screen protector on it had huge bubbling issues and I was told that I could come back in a day or two if they didn't go away. Went back two days later and they then told me they don't do any "warranty work" on Zagg products and I had to go to the manufacturers web site and be mailed a replacement even thought their employee is the one who put it on and not per my request either he volunteered and now his mess up is my issue. In my three hours I saw some pretty lousy service in the store so I'm not sure why I'm surprised. Update: Zagg doesn't have my screen protector in stock so now I will also need to wait until they come back in stock to get my replacement. read more

went to the store to get an upgrade for my phone. Was told my Note 5 did not qualify so traded in another phone. left the store and later that night I check with the ATT website and seen that the Note qualified. ALSO saw that along with my upgrade Jacob added another line. Its only my wife and I and now I have 5 lines. Went back the next day and was told that is what I wanted and when I questioned it I was told I was lying. I was threaten to be kicked out of the store. I been with ATT since the 1990s and always been dedicated to them. To bad they treat there customers like crap. read more

The only reason I gave one star was because they were open. Management at this location is non existent, not helpful, is not truthful, blames his employees in front of customers, and even pretended to be a different employee. While I had ATT customer service on my phone, they needed him to do something on his end and he even refused. He encouraged us to take a business plan, and we are a family of 5. It helped bump his location stata, but was not good for us, as we would have benefitted from my teacher discount. Bad bad bad, go to Wood River or Alton location if you decide on ATT. read more

I wish I could give less stars. I was told multiple times that we would be lowering my bill. only for my bill to go up 80 dollars and when I went back up to double check the issue they said that I was just misquoted and there was nothing I could to I called AT&T and again they said nothing I could do to go into the store and they would fix it. But that too was also a lie. the past two times I've been in there to upgraded or anything they try to "save" me money and tell me oh no we won't let that happen. I even kept the paper work that showed the prices I was quoted with the woman's name on it. But it was all wrong and all anyone says is well I wasn't here that day do I don't know why they told you that but its wrong. They just trick you every time and rip you off. I'll be looking to change carriers asap read more

This place is absolutely horrible. Tried calling first to answer a quick question. Phone would constantly ring with no one picking up and then it would eventually automatically hang-up. This was annoying, so I went to the store personally to ask a question. Immediately found out why my phone call was never answered: they just let the phone constantly ring off the hook non-stop. I could hardly hear the greeting representative because this phone was constantly ringing and no associate bothered to answer it. Waited about 20 min to ask a simple question and finally someone came up to me. Apparently they couldn't talk or answer any of my questions because "my name wasn't on the account". Thank you for letting me sit there and waste my time listening to your annoying phone ring when I just want to get a replacement phone. Horrible customer services, the place was dirty, certainly won't buy a phone from your shit staff. I'll just order it online. read more

I have anxiety when doing business at an AT&T store because of several bad experiences. On August 11, 2022 I chose this location as it is an AT&T corporate store, not an authorized dealer. I explained my anxieties about being taking advantage...Jayla S along with the store manager were the reps who "helped" me. I had TWO phone lines that were available and ready for upgrades, on my plan I have 6 phone lines and an Apple Watch, rather than use one of the available lines to finance the iPhone, which is what I wanted, needed and thought she was doing, Jayla S added a seventh line, I DID NOT AUTHORIZE THIS. In addition to adding the unnecessary line, she added the AT&T Next Up(SM) feature an additional $6.00/month and the Protect Advantage for insurance, $17.00/month to the line she added without my authorization. I do not have those features on any of the 6 lines we do use. This line reads "EXTRA LINE" on my bill and has NO USAGE. That day I only had to pay $58.50, the taxes on the phone. I have auto-pay and do not check my bill every month, what I found was absolutely horrendous, I was charged $150.99 on my September 2022 bill for JUST THAT EXTRA LINE and have been paying $77.99, which is at least 2.5 times more than any of my other lines. I have spent HOURS on the phone talking with reps at AT&T, I have made fraud claims, I am STILL dealing with this and do not have a resolution. I will never go into a store again; all of my purchases have been and will remain via phone conversations with the reps at AT&T. I found that the store reps can make the most money by selling/opening new lines. On my bill you can clearly see that on lines 5 & 6, there is no "Equipment"; the "Equipment" is the phones on which we still have payments. She should have used one of those lines on which to finance the phone instead of adding the new line. BE CAREFUL. You can accomplish the same services calling AT&T customer service. read more

The customer service and professionalism in this store is appalling. The sales team are aggressive to the point you want to cancel your contract. Thank you to Harold and Heather for realizing the issue and solving it instead of trying to sell us the mini iPad or headphones. The Manager Usman hovered over Harold not to help, but was figuring out a way ,we, the customers were wrong. After several failed attempts he moved in to sales mode. He'll tell you all the reasons why you're wrong and then continues to pressure you more in to buying a Mini or headphones. Think of a car salesman hack in the 80's 90's. 1 star for just the pure fact of having to deal with Usman and Cameron. If you have to go in this store, ask for Harold or Heather. read more

This is about the Alton store. Went to put my mom on my plan,she wanted to keep old number which Tmobile/sprint would not release. Everyone says they have to but they don't do it. So set up mom with new number from ATT. Girl who waiting on us was not super helpful and a bit Unhappy at having to wait on us and did not answer many questions at all. My mother is 80 and was not shown much on how to work her phone. She was treated like she was stupid for asking questions. The associates were not super busy so it looked like playtime was going on. I am aggravated by the the way we were treated. I hope they hire some professional people to work there soon. read more

I've visited the AT&T store twice this year. My dread of the place has settled in at a level less than a surgical procedure, more than a visit to the mechanic for a major repair. My dread has something to do with the unbridled aggression of the sales staff, at every decision point recommending options that may benefit someone, but not me. I don't need a "free" tablet or accessories that can be found at another retail store for less than the "discounted" price. I don't want AT&T UVerse, and no harangue about why UVerse could perhaps work out in my favor, even when speedtest tells me my cable mbps is faster than the advertised mbps of Uverse, is going to convince me to switch. I came to talk about adding a line and buying phones, not a dedicated lane on the broadband highway. I don't blame the salespeople, but rather a corporate sales strategy. Surely, someone in upper management has to understand that if you place sales reps in other places outside the AT&T store, who don't take "No, thank you" for answer, then follow me around to ask questions like "Don't you want to save money?" and if you send sales reps to my residence on a regular basis, who thrust an arm through the open door for a handshake before I even know who they are, or who want to convince me that their parents attended the same college I did, so how could I not sign up for AT&T Uverse, then when I show up at the store, and get the same kind of treatment, AT&T is simply fomenting dread, discontent, and the desire to flee to a competitor. My dread also has something to do with the complexity of the paperwork and answers to questions. My family has added 2-for-1 phones twice, and takes advantage of other discounts, including the multi-device insurance. But there are more caveats to these things than one can easily remember: two-for-one actually results in additional charges the first month (or was it two?) then the discount takes effect; there are deductibles on the insurance that change across time, etc. I came into the store imagining that the regular monthly billing would be something less than $300 (post discounts) but walked out of the store with 3 sets of paperwork describing the monthly obligation, all different, one as high as $600+. The very pleasant sales rep. says the paperwork doesn't reflect all the discounts, but they will show up on my bill. Surely, someone in upper management can understand that if a customer is committing to a 30-month installment plan for phones, then the customer has a right to expect to leave the store with a clear written summary of the total financial obligation. There's a big difference between $295 x 30 months and $605 x 30 months, right? I wouldn't walk out of a used car dealership not knowing whether the price was $8,850 or $18,150, so why is it all right in a phone plan shopping experience? I will give AT&T one-half star for supporting our iPhone family plan reasonably well, and another half-star for its history of offering discounts that have saved me a substantial amount of money. read more

I upgraded my wife's phone to an iPhone 6, and the salesperson told me they were running a special that day, offering an iPad mini for $100 with upgrades to the iPhone 6. No discussion about contracts for the mini or cellular service. I bought the iPad mini for a Netflix device for my 3 yr old, and found out 3 weeks later that the sales lady at AT&T had signed the iPad up for a 2 year cellular contract and put it on my account. Once I found out, I tried to cancel the service, but it was after the 14 day cancellation. Now AT&T is willing to "refund" half of the early termination fee of $150, but I'm on the hook for the other half. Buyer beware at this location. Dishonest and shady. Check your statement and your credit report after dealing with this store! read more

My phone broke down and I got a new one here and it only took 20 minutes, they also helped us set up HBO in a matter of minutes.

They tell you that the Activation Fee will be waived, all you have to do is call ATT. When I called ATT, I was told that they DO NOT waive any fees and that the store "misinformed" me. I tried calling the store but got no answer. The ATT rep told me to get on GOOGLE and look for a corporate ATT store and to stay away from the retail stores as they are not ATT employees! STAY AWAY FROM THESE LIARS read more

Best service in town. Switched directv and got free year of Sunday ticket. Also got all my phones here. One thing my salesperson knew was to take off stream saver off my phone now my phone has ridiculous speeds. We tested on fast.com and it went from 4.5mb to 130mb download. Only carrier that works in southern Illinois and it works fast read more

This place is horrible!! They were deceptive about our entire contract on two different occasions regarding two different things. Every associate there has NO idea what AT&T policies are. There is ZERO accountability and oversight. It's a joke!! Now, I am stuck in a contract for a few more months but as soon as it is up I will no longer use AT&T. A regional manager needs to come in and fire every single associate at this location and hire TRAINED people who actually know the rules as well as the promotions. We supposedly got an unlimited data plan because we were direct tv customers, that was NEVER a promotion so they lied to the four people getting a phone that day. Not misinformed but LIED. Then we were suppose to have insurance on our phones, that never happened either. I'm absolutely DISGUSTED and DISAPPOINTED in AT&T and especially this location. AT&T you should be ashamed! read more

The manager Nick is an arrogant kid who fails to properly deal with customer issues. He stood there dealing with another customer that was not necessary in order to avoid dealing with my issue. Never came across a more incompetent manager. Make sure you read the fine print. The associates don't know what they are doing and will sell you phones on promotion that do not work with your plan and cost you extra money. Then they will avoid dealing with the issue and ignore you altogether. Go to another store if at all possible with more knowledgeable customer representatives. This store is a joke. read more

Sales associate Lexi has an attitude and doesn't listen to what you have to say. She will walk away from you and cut you off mid sentence. The manager Nick is to busy flirting to actually help anyone and apparently can't do anything except add more money to your bill. Unless your wanting to upgrade or buy direct tv they are useless. read more

They send many jobs over seas to phillipines and india. Its hard to speak to anyone from usa.... Great service top of the line but cant see sending my hard earned American money over seas..... What a bummer.... read more

Great service. Marc helped me with all of my needs! I did not know what phone I needed, and Marc helped me upon my determination. He also helped me save on my TV bill, by switching to direct tv. I love this store! Pleasure going there today! read more

I had went into Att to switch providers and get a new phone. After spending over an hour in the store (I have to say initial experience was delightful), I was told my phone would be delivered to my place of business the next day because they were out of stock. That day I was told my phone was going to be delivered to STL and they can not deliver to Edwardsville. For 3 days called the store, no one could answer my questions or return my call. So I went back to store. After speaking with Nick over 30 minutes, he then put me back in waiting pool where I waited for over 30 minutes while they helped others and made them promises they said they could not help me with. They are all about tallying the sale and dropping the ball. Still no phone or service! Awful!!!!!!! read more

Went to buy a new phone on November 28th. None in stock, but they would order it for me and then I could bring it in and get all the information transferred from one phone to the other. Go back to the store on December 5th at 6:25, told they really don't do this in the store anymore you're supposed to call, get an appointment, and get talk through it on the phone. However his managers not there he will go ahead and do it. Then he walks to the back another gentleman comes out identifies himself as a manager, tells me because the store closes in a half an hour they're not going to be able to do this. I can call and make an appointment or come back tomorrow. Worst service I've ever gotten. And now I'm wondering if they told me this last Saturday just to make the sale and get the commission? Or if it was the guys tonight Doug, who just wanted to get out early. Either way It was the last penny I spend at that store read more

Cameron at ATT sold us a phone yesterday, two actually. Two iPhone 7s. Once we got home we noticed that my husband's was getting really hot (the temperature on the back was hotter than the laptop gets when it's running video) after twenty minutes. We called the store and no one answered. We called tech support, and they either hung up on us or we were disconnected. We tried to use the My ATT app for help and it wouldn't load. At this time we noticed that while plugged in, the battery had decreased from 45% to 20% in ten minutes and had not been used in this time. By this time we noticed that text messages weren't going to the new phone but were still coming to the old phone. We once again tried the app, then the store (both to no avail), then called ATT customer Service again and spoke to a different person. She helped us with the text problem but it wasn't completely resolved as multiple messages did not arrive at either the old or new phone. At the same time we plugged the phone in. The battery life went up very slowly. When we started texting with the ATT rep to fix that problem the battery life started going down while the phone was still plugged in. Later after turning off everything to let it charge is was still charging slower that the old iPhone 5 I had plugged in to the same outlet. Went to the store this morning to exchange the phone and they said there was nothing they could do. Blamed it all on Apple and said the only way to do anything was to contact them. Needless to say we will not be using this store in the future. We have been there 5-6 times and have never left happy. All they try and do is up sell you on everything. As we were finalizing the phone sales the manager came over and tried to get us to add two iPads to the deal. Great deal at only $50 each and $20 per month each for a data plan. We will be making a formal complaint with ATT as the contract says we should have 14 days to return the phone, and Cameron- the guy who sold it to us the night before- refused to let us return the phone the next morning even though it was obviously defective- not just the phone but also the service (missing text messages). When you buy a product from any other store not only do they honor the return policy, they don't send you to the manufacturer. They let you return the defective product to them (Target, Walmart, T-Mobile, Verizon) and return to the manufacturer themselves since they are the ones with a direct contract with the manufacturer. We were thinking about switching to Verizon anyway since their unlimited data plan is comparable but we've been with ATT so many years we decided to stay. Probably won't be with ATT much longer. read more

att lies all the time. they will tell you anything to get you to sign up. dont take their warranty. they told us we would be able to come in and get a phone if anything happens. phone breaks now they say it will be 5 days before we get the replacement phone. ALSO THE MANAGER THAT WAS INVOLVED ON THE DAY I SIGNED UP AND TODAY HE HOVERED BY. KNEW WE WERE UPSET AND SAID NOTHING. TERRIBLE CUSTOMER SERVICE. im done with att. read more

If you want to get scammed out of money then AT&T is the perfect place for you! I have had nothing but trouble with this company since I got an internet package with them in November. I was promised a $100 visa gift card for signing up and never received anything in the mail. Went back in February to add a television package was promised an additional $100 visa gift card. I told them I never received my first one so they promised both would come in the mail in the following month...it's now July and nothing! Went into the store to explain my frustration and they gave me a number to call. I've called 4 times and have been on hold for over 30 minutes each time. Worst company to do business with! Will be taking my money else where when the contracts are up! read more

I've had to go into this store three times to fix mistakes they have made with my account. They tell me to call att to resolve problems and when I call att they tell me it has to be resolved in store. read more

ZERO STARS! We have been customers for two years, and have had continuous billing and service issues. Recently, my husband added his line back to the account, and we upgraded my phone and got a data plan. The phone is junk. It has not worked right since we got it. I take it to the store (where they have a great signal, unlike the 1-2 bars in our house), and they get it to work, but within hours, it is dropping calls, not ringing when a call or message comes in, not retaining ringtones, etc. I call customer service and get the runaround. I want a refund on the phone...they want to replace it with another of the same, or want me a take a different one at $4.00 per month for twenty months. I declined, wanting to purchase phone. Was told they would issues credit for the $35.00 restocking fee, all I had to do was have store verify phone us defective. They won't. Was quoted price for service. Got my bill and it was double. Cleared that up and paid it. It showed back up as full amount due. Warranty specialist said she would send free microcell to boost signal, but did not get info, etc. Supervisors were to ca me back within an hour...no call ever received. Lies, incompetence, disregard for anything but their profits. I am tired of jumping through hoops. Phone has a year warrranty, so they should refund and return it. No deal. Horrible!! ZERO STARS read more

Nick, who greeted us at the door, is not a person who I'd have working customer service in any way, shape or form. I had received the wrong SIM card from an AT&T rep online, to switch a Verizon phone over to AT&T (believe me...not by choice, but only because Verizon doesn't work at our new house) and was told by an AT&T telephone rep that I could just take the phone into the store where we were and they could get the correct SIM card for it and get it all set up. So Nick takes the phone, puts the correct SIM card in it and tells me that the phone hasn't been unlocked and I'd need to call Verizon to have it unlocked. I'm frustrated, by this time, because of all the time I've already wasted, trying to get this phone transferred and here's some more time wasted. It was an AT&T rep who figured what kind of SIM card to send and then not one of the two previous reps who I'd spoken to had said anything about having to get the phone unlocked through Verizon and that taking up to 24 hours to accomplish. So I say to Nick, "It would have been nice if one of the AT&T reps that I've dealt within the past week had said something about having the phone unlocked, because I would have gotten it done while we were waiting for the SIM card." To which, he replied that it's not the rep's responsibility to tell me that. He said "they assume that people know they have to have that done." REALLY?! Well, I, for one, have never done this before, so how would I know that? He tried to make me feel stupid, but really all he did was make me mad and want to tell people what a jerk he was. So here I am, telling you all what a jerk he was and how I would not go back to this AT&T store. read more

Knowledge, excellent service and patience is how I would describe the crew at this store. Wes and Nick, amongst others that I've talked to, are always helpful and understanding. I always leave the store withmyproblems solved and a smile on my face. read more

no stars at all. i called the local number to ask a question. i got six recorded messages, waited on hold for six minutes then was disconnected. communications company? i think not! read more

I dealt with William (Bill) and Cameron, two of their salespeople. Ignorance and lack of professionalism are the only two words I have for them. I bought a new phone; half of my contacts were transferred to the new phone. When I went back, Cameron looked at my old phone and the new one, did something to the old and ended up with duplicates of each name. When I asked him about it, he claimed he did not touch the old one and that the store is not responsible for transferring the contacts from the old to the new. Their manager said the same. If they are not responsible for that, I wonder what they know and why they were not up-front with it. To top it off, Bill made the claim that a samsung galaxy s6 is supposed to last 6-8 hours with minimum activity; that was his response for the battery life-time. Knowledgeable sales people show the customers how to increase the battery lifetime, such as power saving mode, etc. I would not go back to that store. read more