Extremely rude and unhelpful staff. The lady that I spoke with would cut me off and not let me finish explaining my issue. I will be changing providers! read more

Beware of this store, the people I have dealt with only try to jack your plan up. Everytime i go into this store I always come out disappointed. I am switching provider because of the customer service at this place is horrible. Its only evident that alot of the employees are not competent. Went to the store yesterday and there not even open. I'm done with ATT after over 20 years with them. read more

I've been in lifelong AT&T Customer. This is the worst experience I've ever had and I was in the US Navy. I would lie too, misinformed never sent email explaining all the processes in the 14 day return plan it took me almost 2 weeks to get to where I'm at to figure out that I got screwed over so I'm taking legal action against the corporate store AT&T. Through the Attorney General's office on the mainland. And the Department Of Commerce & Consumer Affairs here on the Big Island once I win that one. I will see AT&T in a civil suit! Decoration of human rights, article 5, no one to be subject to torture, cruel, inhumane, degrading, treatment or punishment! This is the way AT&T corporation is treated a lifelong customer shows where the loyalty delays. I'm just a number! Piss off AT&T!!!! read more

Sucks, does not answer a phone call or advisors are totally lazy. At&t should close that store. Or replace personnel.

If I could give zero stars I would. Two days ago, I was told by the KTA AT&T store that they are not able to cancel any type of phone service so I would have to go to the Kīlauea branch to do so. Yesterday, I drove down to the Kīlauea branch only to be told that they are not able to cancel the service either. I was told that I would have to do so from the phone line that I want to cancel. They said the process was easily done just by dialing 611. Well, they lied. This experience was like writing an act of Congress. It was so difficult and stressful that I spend over an hour on the phone with several different representatives just begging to cancel my phone service. All of the representatives kept trying to offer different options. One of them, John, hung upon me. I kept repeating that all I wanted was to cancel. I truly believe that the sales people at the Kīlauea store could've helped us, but because they're just focusing on commission and not servicing customers when they have a concern, we were quickly brushed off. I'm really disappointed about that because we had this particular service for 15 years and didn't receive any kind of assistance. If you're thinking of getting a new service from them, please make sure you take into account that it'll be very difficult to cancel. read more

Worst store ever. My dad lost his iPhone. Bring that he is on my plan I had him go in to get a new phone while I was at work. Not only did the sales guy push my dad to buy a phone he didn't want because of the size and how big it was he also added accessories on my dad's phone prior to giving him a cost. This place definitely took advantage of my dad as he is an older gentleman. Screw this store don't go here. read more

This is my first time to ever having to write anything online but it's so unacceptable how this company allows such people to work here. If I could give this store a zero I would the manager is very disrespectful and rude. Doesn't care to help her coworkers and just stands there. I would not recommend this place what so ever. Pretty sure they have a girl in there on a so called timeout every-time I go into this store it's like she's not allowed to associate with any customers but she always greets me with a smile. I wanted to work with her but the manager came and swooped right in not allowing me to go into that girls direction. Unacceptable behavior from the manager of this store. She dosent greet anyone walking in and doesn't seem like she wants to be working here. Do better At&T or more people like me will be moving our business to another carrier. read more

COVID protocols were adhered to, which was obvious prior to being granted entry into the store. Due to this restraint, the wait in a closed car in the rain was a bit annoying and uncomfortable, but necessary. Once granted admittance and introduced to my salesman Dane, everything from that point onward ran smooth as a silk to my eventual transaction completion. He was extremely informative and helpful. He volunteered options and let me decide what was best for my needs, wants, and affordability. Now that is what I call salesmanship. I have nothing but compliments and highly recommend you pay them a visit. read more

Had to set up a new Apple Watch for my kiddo and Shane had us up and running in no time. Check-in was easy and friendly, they had us wait in the car to keep the store from getting crowded. Appreciated the covid safety protocols and they came out and got us only 5 minutes later. Don't know why the reviews only gave the store 2 stars so bumping them up! read more

The Service is Terrible. Me and my mother have been waiting for a hour in line to go into the store for her to just figure out her PIN number. She called earlier and had to wait three hours until she decided to head to the store and had to wait in line. The service took overall almost four and a half hours. This is the worst service that we've ever experienced in the many years that me and my family have been apart of this phone company. I hope that they can work more efficiently and effectively in the future. After finally getting in the store. They not able to help business lines with pins. Very bad business we're working with t mobile now for $175 less our current bill read more

I had a 1230 appointment on 1/6/2021and checked in. The girl in the front who met said someone will be with you shortly. I arrived at 1220. People who were waiting earlier went in so I waited in my car which was parked right in front of the entrance. I waited 45 min in which time I went to the front door again. I asked when will I be able to be helped? The person at the front door asked my name and looked at the I-pad and told me my name was not there. I really was pissed off waiting in my car for that long and having my name not on the appointment list even after I checked in. I've had poor service at this location before. I'm very disappointed at this att location and don't want to return!! I've been with att for years and it's disappointing. read more

May was friendly and knowledgeable as she helped my family change plans and upgrade our phones.

I wish A T & T store in Kilauea Ave. have more good employees that have good customer service. My family's experience with this guy , tattooed guy, was not very good. He was not helpful at all. Avoid this guy at all cost. read more

Great customer service! Wonderful experience! Karen Corpuz was professional while I was frustrated and in a hurry. So, I was being annoying. She was calm, tried to find the phone I wanted. It's a flip phone for business and they didn't have it in stock so I was upset that they did have it. She called other stores and help find a solution. I lucked out and got the phone I wanted, because another phone was on hold but no one picked it up. So I got what I wanted. I wanted to write a review because she was nice and professional even when I was not happy and being annoying. Thank you for all you help and you are doing a great job!! read more

This store lost an opportunity to make a sale today due to the attitude demonstrated by one of its employees. I came in with questions about the financing of my bill should I want to upgrade or trade my current phone in. The man who was assigned to help me didn't introduce himself firstly, and then gave me short terse and unhelpful answers when I inquired about his opinion on how I should proceed and/or what phone he would recommend. Telling me the information I seek is available online and that you aren't employees of Apple here at AT&T is not only redundant, but wildly unhelpful. I'm not sure what this guys problem was, but I was truly disappointed by the experience I had today. Won't be coming in again or taking my business to this store location for awhile. read more

This review will cover the experience one would receive in the store. Not to be confused with the data plans, coverage or services and phones available. This is strictly about the customer service and products that can be bought on site. Its a similar system as you would see at a bank where you wait in line they help the next customer and there are many tellers because some customers take longer than others. But unlike a bank, AT And T does not have those behind the desk clerks like the loan officers. So if you have a serious phone issue you will be clogging up the main traffic and every one must wait. Even if all you need to do is buy a phone charger you need to wait behind "Dad" who is wondering why he is paying $500 a month to pay for his daughters phone bill. A simple 3-4 min task now will take you 45 because all the lines are taken up by customers with problems they should probably sit down and talk over. Another thing that i find equally inconvenient is that even though every line is full up there is still one or 2 workers roaming the floor to do sales. For Christ sakes get behind a register i just need to charge my phone. Equally annoying is when you express to them that you just need to buy this charger for your phone and they try to sell you an iPhone. I don't see the sales rationale to this. I have a perfectly fine phone I just need a charger not a new phone and data plan. These companies are so sly. if you ever break or lose your phone you must renew your contract for another 2 years. Then they try to add all these extra features with 3-4 dollar monthly fees to your bill. Its robbery. What else is robbery is the prices for the accessories. A car charger is about 45 dollars. You have got to be kidding me. Non-stereo headphones 25! Each one of these items is made with less than a dollar worth of plastic and wiring then they pay another dollar to have some poor Indonesian child make 10 thousand of these a day. The only reason its this price is you will be hard pressed to find another place that carries the right charger for your phone. In this particular store i will say the one on one help is better than dealing with customer services on the mainland or even on Oahu. There has been times when i called in because i have been experiencing phone problems and ended up having to go to the store anyway. AT and T customer care center should be renamed AT and T We dont give 2 shits about you or your phone center, want an iphone? Its about as bad as Dell but at least they don't speak in Indiangrish. read more

Negative stars. You are better off calling an AT&T representative on the mainland or another country. I've been an AT&T customer for about 6 years and have been to the Hilo store one time before. I recently went into the Hilo store to take financial responsibility of another existing AT&T line (merging my partner's line with mine on a new shared phone plan). I informed the AT&T rep (Hispanic looking male) that we wanted to keep our iphone5s and phone numbers. He proceeded to tell me that I'm eligible for an upgrade (which I already knew) and how I could pay monthly for a new phone. I declined THREE times. He then misinformed me that I have an "individual" godfather plan that I could NOT keep because it's not a family plan and it's no longer offered. I was in disbelief so he grabs his cohort to reconfirm this. The first rep continued to misinform me saying that it would be difficult to keep my boyfriend's existing phone number so he should just get another one. Finally, he tells me that it will cost $180 something per month if I merged the lines (includes me losing my god father plan) so we should just keep them separate. At that point, I left the store without any changes to our plans. I intended to drive straight to another phone carrier for a cheaper quote, but I called the AT&T number on the corporate website to confirm that the information I received at the Hilo store was correct. The Hilo rep was wrong. I could keep my god father plan if I wanted (I ended up changing it in the end). It was not hard to keep my boyfriend's number. And my family plan is now about $115, NOT $180 something per month! I set this up over the phone.... Granted it was a long call but it was worth the wait given that the in-store Hilo rep was incompetent and unhelpful. The Hilo rep was friendly, but I felt that it was a facade to swindle me into an expensive plan and new phone. Please don't let them take advantage of you. read more

Jeremiah Scott was very helpful & knowledgeable. He was very patient with helping me up grade my phone & answering my 101 questions. Every interaction I have had at this store has always been a positive experience. read more

Thank you for a quick response to my letter of late, and to my enlightenment, and somewhat distant recesses of my suspicions, were satisfactorily received. AT&T office of the President in Dallas, TX via Mr Reno, he had advised me that the call was made to a phone number that is unrelated to AT&T , and when they dialed that phone number, it gave off a busy signal. Noted that I typed in AT&T in Goggle Search, whereto, that number didn't appear as being available now, after the facts stated. Apparent, scammers with foreign accents, first person, male latino, second person, female caribbean. Furthermore, the Apple Airpods, as being the impetus of my initial call, re Promo Code seen online, whereto, another scam. Consequentially, Airpods have no promo code via AT&T or Apple, and that the pricey price is @$159,00 + Tax along with FREE Shipping. read more

1st of all Joey is awesome and I think Dane who worked with us are both hardworking customer service orientated guys. Over all though my experience with AT&T the corporate giant was less than pleasurable. Avoid Brian, Bit of a condescending pompous ass. Yes ASS. He needs to realize that C/S is what will keep us because other wise both the majors have about the same coverage. read more

Every single time I have been into this store I have received exceptional service. I left my previous subscription/plan with another company for this very reason...the service I received here. It just makes the whole dealing so much more effective and I use their services often. Our company use Pay-as-you-go plans as well as personal and business plans. We use iPhone, Nokia, Samsung and iPad...all of them was attended to equally and with in-depth knowledge and expert advice. Anybody who attended to me at this AT&T store always paid attention to all requests and got out of their way to assist me accomplish every need. As I travel extensively my needs are not always straightforward either and often time sensitive. And they always accommodate me with great friendliness yet professionalism that shows high enthusiasm for what they do. I received text message when my orders got into the store. They followed up with a text to make sure I had been able to set up what I needed on my devices or subscriptions. Where else do you get that level of attentiveness? Very satisfied with this store and will continue to come in and recommend others to go anytime. read more

Went into the Kilauea store where Jeremiah helped me with a new phone. Told me that I would get $700/800 for my trade in with 30 days to do so. Brought my phone in 10 days later to puainako store and the girl there told me the same thing ($700/800) for my trade in. Receipt said $90. Went back in and she told me "oh you'll see the $700/800 on your next billing". Fast forward, I get a text from AT&T saying I'm getting $90 for my trade in. Hence 2 employees already lied to me. Called AT&T and spent 2 hours on the phone with 2 different representatives which the first hung up on me. Second representative told me I had to go into the store to settle this. Went back into Kilauea store to talk to Jeremiah and basically went round and round with him about lying to me about the value of my phone with nowhere close to what was promised. Left the store with him telling me that he was going to talk to his manager to see if they could do more. Fast forward again and nothing has been done yet. No calls no messages. Store employees are willing to lie to their customers to get a sale. On another note, things were put into my contract and charged which I didn't agree to. An extra $55 on my initial bill. We pay so much for everything in Hawaii and this is how customers are lied to and charged extra by AT&T employees just to get a sale. read more

The woman that helped me that day only was interested in selling me a new plan and before I new it scheduled me for an installer to come to my house . She completely Hoodwinked me. Her technique was to gain your trust and catch you off guard . Very disturbing. I felt totally manipulated. After I got home and cancelled my account with AT&T. read more

Okay. I was desperate for creating a hotspot on my phone and finally determined that I needed to talk to an AT&T person. I like to talk to them in person rather than over the phone so went in search of a store. Yelp gave directions and I searched all over. Got out of the car and got back in and finally found where they used to be but now it's a car accessory shop. Even when I resorted to calling them on the phone I got rerouted to the online company. I told them my problem and they sent me the same address of the store no longer there. Whoever updates their resource information should be sent back to school!!! The person on the phone said to go online to do what I wanted to get a hotspot but the reason I was looking for a store was because I had no internet where I was staying. Round and round and no help. Might switch to Verizon when I move here. read more

This review is strictly about AT&T's mobile wireless monthly plan. I got disconnected at 9:30pm when it should still be connected until 12:00 midnight on the last day before renewal at midnight. I have been cut off as early as 6:30pm and I really feel the main company is cheating me by short changing my minutes on the last day. I already brought this matter up with the main AT&T customer service and they said they would look into it and it's been half a year since and am still being disconnected prematurely. It's a rip off. Another incident I bought the exclusive AT&T smart phone and the power adapter that plugs into the wall outlet quit working within only a year of the warranty. It was a $35 smartphone. The warranty department said I had to nail my phone in and pay a $65 deposit in case they seemed it not covered under warranty bye to abuse. Hello it's a $35 phone and only the connection piece that plugs into the household wall outlet. They said I needed to send the phone in as well and the $65. Very shady business practices for sure. I bought another phone $40 this time same model and yup it was only the plug. I wasted $40 plus tax as a result of AT&T's poor customer service. read more

Completely unhelpful. The associate (Karen) was not solution oriented at all. When faced with a problem that was not in any way my fault (failure to connect to network), she told me she did not know what to do, I could try to reach out to the insurer, but if that didn't work she'd just buy a new phone if she were me. When asked what I was supposed to do until I got it replaced she said I'd need to go without service unless I had a spare phone. Pretty lazy in terms of service and getting me requisite documentation. Also complete lack of empathy. read more

Worst store EVER. Employees don't know AT&T policy & just make stuff up. They don't answer the phone when called. Long lines when you go in. They rather talk with their friends than help customers. Worst store EVER read more

When I came back to see of the previously out-of-stock item (see previous one-star review) was possibly now back in stock, I was greeted by name at the door by the manager, the item was in stock, and my transaction was handled quickly and easily. read more

I get the impression when I walk in the AT&T store or Verizon for that matter that they all tend to be arrogant & ready to sell you the next iPhone, I'll buy the next iPhone but not from both stores, both company's charge premium monthly fees for advertising & somewhat better cell service then the smaller cell providers, but none matches landline service quality( able to make calls during the past tsunami warning, no droped calls, clear voice etc.) to bad Hawaiian tel don't provide cell service. by the way, I have no connection to Hawaiian tel what so ever, I don't even have a land line anymore. read more

NEGATIVE STARS!! Bring back TESSIE & JANA. Tessie and Jana were the BEST managers in that store. They understood us locals, they had a lot of ALOHA! I get no help anymore,everything is all about making money for these people now! No help! read more

I have to say I was a bit worried to go to this store based on the yelp reviews, but what a pleasant surprise! My girlfriend and I went in while on vacation to upgrade our phones. It was about 30 minutes before close when superstar Amanda S. called our names. There were some complications with my upgrade. She worked incredibly hard for us, and stayed at least 45 minutes after the store closed helping us without so much as a sour look AND she had some awesome dinner recommendations. This was the best customer service I have ever had at an AT&T store. read more

I stopped by to set up my new iPhone, but the man who was supposed to be helping me looked annoyed and impatient. It did not help that I forgot my apple's password. He acted like he was doing me a big favor, and while he was helping me it looked liked he was chatting on line with someone also. It was very annoying because our company expend a lot of money with At&T. read more

Was in the shop today around 10am. We were greeted by Michelle Lopez who found out what we needed and gave us over to Jeremiah Scott who helped on our account and phones. We are very satisfied! Customer service is A+. read more

WORST CUSTOMER SERVICE EVER. Their sales associates are monkeys who don't have a clue when it comes to anything but selling phones and making their quota. They are completely useless, arrogant, and unhelpful. Switching my service to another provider because I've had the last straw and am tired of their endless shitty customer service. read more

AVOID THIS STORE. I give Hilo's ATT's store a negative star rating. I purchased a phone online to be picked at the store. I received a text stating that it was ready for pickup, went to the store, and I couldn't get anyone to give me my already purchased phone. Instead they wanted me to wait 2 hours in a walkin line that consisted of 6 people. There were only 3 sales agents on the floor and 8 in the back office. I didn't require any activation, I just needed to show my ID and pickup the phone. WHAT A NIGHTMARE..Needless to say a reordered the phone online to be shipped to my address. read more

My husband began to get a SIM card not installed error message on his older iPhone. We stopped in this store and they replaced both our SIM Cards .. no charge and very pleasant fellow helped us. Competent store with lots of aloha. read more

Consistently some of the worst customer service Ive ever experienced. I rarely take the time to write a review but todays special. I went in to purchase a 128 gb iphone 6 and had to ask 10 different ways to get an intelligible answer as to the difference between the new and old plans. Whenever I reiterated my question or tried to make a suggestion as to how the experience could have been more cogent the salesperson just got more and more exasperated. She gave me the receipt and phone and never even finished setting it up giving a more or less talk to the hand approach to customer service. Before I could leave a male coworker told me it was time for me to go. We have your money, you have a phone thats not setup and were done here was the vibe I got. At that point I asked for a manager who basically did nothing, at least he listened to my suggestion without rolling his eyes or being rude verbally or nonverbally as the sales associates had. Sadly ATT is the only game in town where I live and it feels like they know it & treat people accordingly. read more

Not sure why people are giving so many bad reviews...Maybe I just got lucky? (Doubt it) but I walked in, got all of my questions answered, and left with a brand new iPhone 6s Plus no problem. The staff was very friendly and I didn't have to wait long at all to get my help even when there were a lot of people there before I left. Thanks guys! read more

Poor Customer Service, Poor Communication Skills, Poor Knowledge of type of packages that are available to their Customers. I would NOT recommend Future Customers to go in the Store and use their Services. The Sales People are rude, pushy, and they don't know what they are doing. The Manager will even threaten customers and tell them that if you do not follow their rules that they will refuse service and ask that you leave the store. Even to the point where they will call the Police on their Customer. I have seen this happen today first hand. Customers beware.... read more

I have nothing but good things to say about my recent experience at AT&T in Hilo. I normally do most my buying online but this time I decided to walk into the store to see the new S7 in person. The minute I approached the store a young lady opened the door for me before I could open it myself. She kindly welcomed me to the store and signed me in for assistance. I admit the store was busy and I hate to wait hence why I do all my shopping online but my experience was very pleasant and worth the wait. A young man helped assisted me and explained all the features and benefits of the new S7. He was extremely patient with me and answered all my questions. I ended purchasing my new S7 and even singed up for directv. Hands down probably the best shopping experience in a retail store in a long time. Thank you AT&T staff in Hilo I'll be seeing you guys for my future cell phone needs. read more