Apple Store sent us here to unlock something but in comparison the deal for a new IPhone 17 was better through our carrier here. We had a short window of time due to a 1:30 pm lunch reservation but our salesperson was fast, efficient and completed the sale and we were able to leave with both the new and old phone. Need to return the old phone within 30 days so we are doing that today. Now hubs not only has an upgraded phone but a protective case, screen protector and charging block for his new toy which he is on ALL the time. read more

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Continuing Saga! Although I clearly told them to cancel whole transaction, the following happened: The sent me an iPhone, took two trips and another Customer Service call (45 min) to get label for return. Got a bill for the account even though, no phone number was attached to it. Called Customer Service again (50) min, told iPhone had to be received by them before reversing charges Sent iPhone back, waited for delivery confirmation, 3 days, got it. Called Customer service again (40 min). They said they would reverse billing. Got email next day saying there was remaining balance Called Customer Service again (65 min), fed up with poor service, demanded to talk to supervisor. After 4 different attempts to talk to supervisor, she finally got to phone. Said she would reverse the residual bill. I told her I wanted an address to file a formal complaint. She said she can't give me that address. Said she could file a complaint on my behalf. Like that would be accurate. I still have a disputed initial charge to my Credit Card that has not been resolved yet. Things could have been quick and easy had staff done their jobs correctly. Just a fair warning, if there is an issue, AT&T customer service locally and their "800" number may be totally incompetent or maybe just totally untrained. This has been an absolute disaster!!! read more

**Just found out that this is not a corporate AT&T store, only an authorized dealer** - Meaning they aren't held to the same standards and will likely try to up-charge you for the commission **GO TO ALA MOANA** These guys lied to my face multiple times about the same issue. Then changed my plan claiming it was "too old" and that they could get us a cheaper one. While talking face to face it seemed we were on the same page - "get me the cheapest possible option, no extras." After the fact, they proceeded to put us on the most expensive "premium plan" as well as putting unwanted add-ons, which was discussed before hand. As my previous plan does not exist anymore, I am not able to switch back. I could have kept it going as a grandfathered-in plan, but now that it was eliminated I cannot change it back. My family has been with AT&T since 1960, but I will be switching tomorrow. $300/mo is too much for a phone bill, and the service (specifically at this store) is unreliable. Very disappointing read more

I was expecting my new iPhone to be delivered to the store. I called and spoke to someone at 5:30 pm asking when the store closed, he said 7 pm. I jumped in my car and went to get my box. Josh was there, didn't acknowledge me when I came in. He finally asked what I needed. He got my box, told me how to transfer my data and I left. When I got home I noticed they sent the wrong color - orange! It was now after 7, but the website said they closed at 9. I called - no answer. I called Security who checked and said the store was still open. I came immediately and Josh was there, playing on his phone. I told him my problem (and asked why he didn't answer the phone!) His answer was curt, disrespectful, now helpful, which only made my frustrating situation MORE frustrating. He never apologized - for anything. He is NOT customer service friendly. If he was my employee he would be gone in a nanosecond! read more

Called an asked if they have a iPhone 17 in stock and got hung up on called back and they blocked me. I'm annoyed

This is a third party retailer so, easy to pay a bill, but heavy sales on upgraded plans and accessories. Emloyee, Josh, made a mistake an cost me the new i17 promotion. The manager did nothing to help make it right. read more

My husband went into the AT&T store at Kahala to trade in his old phone for the new iPhone 15. He was working with an employee named Ezekial. They ordered his new Black iPhone 15 Pro Max but rather than asking if he wanted it sent to the house, they had it delivered directly to the store. 2 days later he got a call saying his phone was delivered so my husband went back down to the store. Rather than the black iPhone that was supposed to have been ordered, there was a natural titanium one. He told Zeke that it wasn't what he had ordered so he wasn't going to take it. The black phone was ordered and 2 days later it came in. My husband did the data transfer and turned in his old phone and he thought everything was fine. 7 days later he started to get text messages and emails from AT&T, Oops looks like you forgot to return your iPhone and will get charged $1400. Please return this ASAP. He calls AT&T corporate and asks if they got his old phone. They put him on hold and confirmed that the old phone was received but they never received the natural titanium iPhone 15. They ask that he provide them with the shipping slip. The other phone went directly to the store so there was never any paperwork that was provided since he had never received it. The AT&T support was pretty unsympathetic about the situation and asked if he was happy with the service he received. They even went as far to say that he has been a customer for over 20 years and if he wants an additional iPhone15 for friend or family that it would only be an additional 5 dollars a month. He basically said, "Am I happy that you told me I just got scammed at your store and you want me to pay for a phone that I never received, then you try and sell me another phone?" Which the response was, "Please sir don't take your anger out at me." My husband was finally able to a hold of someone at the AT&T Kahala store and asked to speak to the manager and explain the situation. The manager told him that "Zeke" no longer works there because too many phones went missing. He did tell him this goes way above his level, and he needs to get approval from his boss but will provide an update. It has been a few days and still no update. I highly doubt my husband will ever buy from AT&T again after this whole ordeal. read more

I went into this store after being frustrated with Apple products and was exploring other options for phones. Ezekiel was super helpful in explaining the different android options and even showed me his own phone as a model. I appreciated the time he and Braeden took to help me out. I ended up with the Samsung Galaxy Flip 5 and while it has been a bit of a transition from iPhones, I'm super happy with my decision. Thank you to the team at the Kahala AT&T for their help in making the shift! read more

Jas you are the best. Thank you for assisting me with the trade of my phone. You were so helpful even though I bought my phone from Apple. Your personality and willingness to help people will get you so far. I went to this store and other att stores to buy the iPhone 12 but no one but Apple had them in stock. I asked other sales staff if I could buy from apple and trade in at ATT. They said I would have to buy the phone from them and then I could do the trade it (which I knew was not true). So glad my experience with Jas was so pleasant. I am buying my next phone from her for sure! read more

Very awful service. My boyfriend went in to switch from T-Mobile to AT&T on a Saturday, and also wanted to trade in his I phone 13 for the I phone 15 and get added to his brothers existing AT&T plan. Everything seemed to be going okay but at 6:00 pm Chun the worker told my boyfriend were closing and that they needed to leave. All of there operating hours showed that they would be open until 8:00 pm but from what it seemed like the guy didn't want to help anymore and need to go to the bathroom, so he lied and said they were closing just to get rid of my boyfriend. Because he rushed out my boyfriend, he was not able to set up his new IPhone 15 and currently has his old I phone 13 and the new I phone 15 because the worker did not cancel the old phone and provide the trade in amount to put towards the new I phone 15. The worker told my boyfriend to come back the next day to trade in the old phone for the new one and finish setting up the new phone. We ended up going to the AT&T store in Kapahulu, instead of Kahala because of the poor service we received and they told us that the worker Chun, incorrectly inputted the information into my boyfriend's account for him to switch from T-Mobile to AT&T and said that he most likely just wanted to be paid for the commission in hopes that someone else would fix his mistakes. We will never be going back to the AT&T store in Kahala and suggest that everyone goes to the Kapahulu location instead for better service and technical support. read more

Quinn was super kind and helped me with every single problem I had! Would visit again! read more

AT&T Store - Quinn helping us with phone lines. - Mobile Phones Near Me - Honolulu, Hawaii

Quinn for the win! Able to change plans, update phone and add international with no drama. Very happy. read more

Quinn was excellent. He helped me get my son a new phone. The value of the service was explained thoroughly. read more

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

I was helped by Richard and he did an amazing job. I didn't have to wait at all and he helped with the upgrade of my phone and assisted with transferring all of the data too. I will be back to this store. read more

Can you select "ZERO OR NO STARS" this is the worst AT&T store on this ENTIRE island. The salesman "Ke" or his manager don't KNOW anything about the products or how to treat customers. Anytime a question was asked they gave 2 different answers and seemed to be on different pages. The manager has no empathy and pretty much would brush customers off. The answers provided leaves you wondering if they are even giving the correct info on the produces itself. I needed a new iPhone - they fully gave me the max rebate of $1,000 but would not allow me to pay off the $200. They said it was for the rebate - I literally went to another AT&T store about 5-10 min away and told me that specific store has no idea what they're doing. I got suckered into doing business with them. I have no problem committing to AT&T due to the nature of my job however the specific employees at the Kahala store are incompetent. STAY FAR AWAY FROM THIS LOCATION - I Wouldn't EVEN TOUCH IT WITH A 20 foot pole. read more

Was in here evening of 7/30, and helped by Dakota and one other guy I wish I could remember his name. Guys really knew what they were doing and made sure we got what we needed. Really appreciated everything, A plus experience. read more

Quinn was super helpful He helped through the whole process I went at the right time and there was no line and everything was perfect

Ky & Jer are AWESOME !!! They are what customer service is all about ..... patient, professional, honest, hard working, and they LOVE what they do - so happy with my new phone & appreciate their on going assistance in helping me use my phone to it's full potential !! MAHALO My Wireless :) read more

FPO and I were on the hunt for a new phone and internet carrier. We were strolling through Kahala Mall, on the Macy's / CPK side because (almost) side by side there are a Verizon and an AT&T kiosk. AT&T is closer to the middle but we bypassed it and went to Verizon first because the girl working at AT&T seemed a little too involved in whatever she was looking at on her phone and I didn't want to interrupt. After talking to the people at Verizon I left FPO there to browse while I went back to the AT&T kiosk to get information about their plans. I don't know the name of the girl working there. She wore no name tag and didn't introduce herself. There was no one else at the kiosk when I approached and she didn't appear busy. Among the questions I had were coverage maps, phone exchanges, pay in full vs. installment for equipment ... a lot of things that I figure most people ask, questions she must have heard a dozen times a day and been comfortable answering. Then again ... maybe not. Compared to the girl we spoke to at Verizon the girl at AT&T was just very lackluster. "You can go online and look up this", "you can go online and check out that". From what I read the two companies are pretty even when it comes to coverage but for my money, I'll go with the company that has people who are not only able but willing to go the extra distance to help me. read more

I bought 2 i13phoned from the Kahala AT&T store which is not owned by AT&T not like the store in kapahulu. I traded in a i10 and a i8 on December 24 2021. The store lost the i8 and I was credited for the promotion. I have been OVER CHARGED since buying the phone. The Kahala store is not taking responsibility for the lost phone. Be careful if you do business with that store. The manager is incompetent! He should find a different field of work. read more

Went in during vacation with my family. My phone died and had to get my phone activated, but I have a corporate account. Elton G was the best ever! He helped me the through a very complex process of getting a new phone activated on my corporate account. Thank you Elton for saving me! read more

I stopped at the Kiosk because I thought they were ATT.....They are BETTER THAN ATT! Stephanie is the Manger there and she is sooooo knowledgeable, helpful and sweet! She quickly diagnosed the problem and arranged for a replacement....Once I go it, she helped me migrate all of my data....so efficient and amazing! I think I will just buy my phones from them instead of ATT from now on! Better service! read more

AT&T is wise to not make it easier to provide customer feedback at their corporate level. If it were allowed, they'd spend all their time trying to increase the bottom of the barrel star ratings on ease of use, access to the customer dashboard, reasonable pricing and adjustment of extreme billing that can't be explained. When I attempted to close the account after 13 years with AT&T, they provided a "special" number to call where I was put on hold for anywhere between 30-45 minutes before the line got disconnected consistently. It was an unreal feeling of hearing the Eagles' "Hotel California" where I can't check out. I was forced to go into an AT&T store just to convince them that I actually moved carriers to Verizon and requested the rep to close my account since I was unable to do so by phone. Then AT&T sent me a letter telling me that they cancelled my services due to unpaid bills and threatened to turn over my case to the collection agency where it will have an impact on my credit score. I guess none of these folks talk to one another in the same company. Just got off the phone with the "highest" level supervisor who suspiciously sounded like the fellow I spoke to when I called and he "transferred" me to his supervisor. If our Administration can forgive trillions in student debt, why can't they forgive the bill for which I never received their service? There ought to be an option of rating a vendor with zero stars because one star would be way too inflated. It's time to break up AT&T again for better service. read more

Went down to this location on 7/25/23 because I had questions on my bill (they overcharged my monthly automatic payment) at 12 noon and noticed that they were closed. Looked at the sign for their business hours and it stated that they were supposed to be open from 10am-8pm. Lights were off and no employees were in the store. There were no signs on the doors or windows stating why they were closed (i.e out to lunch, or be back in 10 mins). Decided to walk to Long's to do some shopping and hopefully AT&T would be open by then. Came back an hour later at 1:00pm and the store was still closed. Asked the Sanrio Store across from them if they knew why AT&T was closed and they said they haven't seen any employee come in since the Mall opened in the morning. Not sure why they were closed today, but it was such an inconvenience since I had driven there to settle this mistake they made on my bill. Hopefully, they will be open the next day so I can settle this, since I couldn't even get this settled by calling their 611 number (611 had me schedule a call back 2 days from now). Very disappointed with this Company on so many levels and am considering changing to T-Mobile as my service provider. read more

Well first of all my fiancé and I went to this location to purchase a new phone and we followed all the instructions on the door to check in for service and then left to grab a bite to eat upon our return we see two customers inside the store and mind you we was #3 in line to be helped and well one of the lady's didn't even check in and the other was just standing by the door And the guy who works there just took the two lady's and who had not checked in for help and mind you there were others who had checked in like I did and we were very upset that he took the others before us the others who had checked in I am very disappointed with this location and I will not return here again I will be informing all of my friends and family about what happen to me and my fiancé read more

Avoid like the plague. Been waiting forty five minutes while the only employee sold a phone to one single customer. The next customer has a long and involved problem so it may take an hour. And still they have only one worker. The reason I am here is that these same people messed up my contract in the beginning last year and now I have to come in to get them to in-screw it up. I tried online chat for an hour but it disconnected with a bug in their chat software. So I called in and spent a half hour talking to an employee that could only say that things were screwed up and she has no idea why. So I am back to the original source of the screw-up and they are going to make me waste two hours of my day. I am about to leave AT&T after 13 years of their service. read more

Richard K helped us and he was really sassy with every question asked. Had us pay for the wrong phone buyout (which we only figured out once we left), told us we HAD to know the PIN code for the account (I had to call both parents at work and bother them) when he was able to just send me a pin via text message to my phone immediately after we could not find out the account pin. He also then tells us immediately after paying off the *wrong* phone that there's only purple left. Why did he not tell us that five seconds ago before we paid it off? Purple is not a very likely color to choose hence it being the only one they had in stock in that store. Overall this worker is very sassy and talks to the customer like we are stupid when he in fact is the stupid one for giving us all wrong information which was confirmed by the next AT&T store that we went to after since they had other colors. He needs to be taught how to speak to customers with a polite tone and not like we are stupid ESPECIALLY if he is giving customers wrong information with already complicated matters! read more

Just had a very "meh" service at this kiosk. The 20 minutes of wait time would've been much more pleasant if I could've just walked 10ft away from the kiosk to wonder in Macy's. But when I asked the reps if they could just call me when their done servicing the clients, the female rep promptly said NO. That's NOT WHAT I'd call good customer service. And it turned out that they could answer my question on why an extra $75 is added to my bill each month. Their answer was. That's just the way it is. read more

Worst customer service! Asked the worker if there was a way to clean the screen protector on the otter box on my phone. He said you have to buy a new one. This guy seemed bored and annoyed that i was asking a question maybe because he was to busy listening to the game! He then said you should just wipe the screen and i said i did that and he said yeah your are supposed to up keep. I then left because this representative could not be bothered by a lowly customer. I then went to Apple who opened up my case and cleaned it for free!!! No wonder people say don't go to AT&t Look at the comment below 19 days later no one contacted me read more

They have the worst service ever if I could give no stars I would way to go kahala atat I'll stick to ala moana one.

I thought it would be convenient to have this kiosk in the mall. It is worthless. I walk up to the counter, and the salesman's teenager friends are hanging around talking about Halo and what not. I tell the salesman my iPhone has an error message -- No SIM Card Installed -- and that the Apple store (another story) sent me. After a long discussion about how poorly designed the iPhone is and how Apple sucks, the salesperson said he didn't have any SIM cards. How could they not carry SIM cards? And then he tells me, again - and in a pretty condescending tone, that he personally is not a fan of the iPhone and Apple. The point is, if I wanted his personal opinion on what kind of phone I should buy, then I would have asked for it. I wanted customer service from AT&T, whom I pay a chunk of money every month -- for what? To have some kid tell me he doesn't like iPhones? I wanted a SIM card. Dear AT&T, stop hiring people who know nothing about customer service but like to hang out in malls with their friends. Or teach them something. I finally went to the AT&T on Kapahulu and got my new SIM card. They were way more professional. read more

I really wish I got our reps name but he was extremely helpful and knowledgeable! My boyfriend and I came in to the store originally just wanting to know how much would the deductible be if my boyfriend claimed his phone through the insurance with att. But because he wasn't an authorized user(which he's asked his brother who owns the account multiple times to make him an authorized user, it seems like each time you have to do something, you have to do the whole process again. Which ATT PLEASE CHANGE THAT), he couldn't find out the information he needed. So we ended up asking if we can just split off my boyfriends bill into his own instead of lumping it with his family's and so he would just have full control over his own phone. But because we moved from the mainland, it was super difficult to transfer the accounts. After two hours, we were finally able to do it. Definitely really appreciate the person who helped us because he could have just given up and told us to call someone etc but he tried as many ways as possible in order to help us. I usually never get good service from att, they are always trying to con you and everytime I called someone they always say different things and it's always a hot mess. But this time around it was so different! Whoever it was that helped us definitely deserves a raise! read more

Very disappointing experience and complete waste of time! I went to AT&T looking to switch from a different provider, which is exactly what I told the rep. Right away, he went into telling me about the FirstNet plan that is available to me. My options were either $44.99/month or $39.99/month depending on extra features I wanted (both come with unlimited talk, text and data) as well as a new iphone XR for only $200. This really surprised me as it was A LOT cheaper than my current deal. I wanted to clarify some details he seemed confused about while explaining so he got the answers from his coworker which was no problem. My final question was about the price per month after taxes, which he answered. Here's where it went down hill, he seemed like he was trying too hard to complete the sell and repeated some features again and this time he mentioned something about "first responders." When I asked him to clarify, he said I had to be a "first responder" (paramedic, fire fighter, etc.) in order to receive the FirstNet plan. I was caught off guard because 1.) he never asked if I was a first responder 2.) When I asked him to clarify certain conditions of the plan, not once did he even mention the words "first responders" and 3.) He previously asked what my job was to which I responded and it's obvious I'm not a first responder, yet he disregarded that and went into the plans only first responders qualify for. At this point, I was extremely frustrated and he didn't know what to do or say so I asked what my options were, and the best option was for $80/month which is almost double what he first recommended. I find it very admirable that AT&T has a discounted plan for first responders, but to assume someone is a first responder without doing your due diligence and moving forward with offering them that plan only to find out they don't qualify is utterly absurd. read more

I would actually give them 0 starts but that's not an option. Where do I start they're not an att store so whatever mistakes they make att will not fix because they're just an authorized retailer. I signed up a business line here with 6 phones this was what was told to me they would give me $250 credit for each line and pay off my phone bill up to $650 from my previous carrier. Also do a buy back for my other phones that were $200. I got none of that. Been fighting with them for almost 2 years for my $4500 in credit. They should really be out of business read more

The classic bait and switch: give out miss information, then when you come back they say " I remember telling you that but unfortunately sorry I was wrong and theres nothing they can do about it, it was in the small print" .... this resulted in many hours of my life waisted with frustration, aggravation, and no resolution. I will never buy a phone from them again. My advise is to skip the kiosk go strait to Apple or Microsoft. read more

Quick, friendly, efficient. This location is the most convenient one if you're recharging a phone. Skip the line and wait from the larger shops around town. The hours are much more predictable since this is in the mall, whereas other shops stop taking customers 30-45 min tired prior to closing. Homey don't play that. read more

Ky, Jer, and Sean were very helpful and patient with me. When I didn't understand how to use my new phone Ky took the time to explain everything. Jer and Sean were working hard helping others that needed assistance. read more

Great service from the Kahala AT&T. I was able to replace my broken iPhone right away and the girl helping me was very patient. She also went out of her way to find every discount possible. Such great workers there. read more

Awesome experience here. If we had waited at the Kapahulu store, we would've still been there. We got helped right away at the Kahala kiosk and the guy was super nice. He did an awesome job putting on the screen protector too. Highly recommend this location. read more

I was helped by Billy Gines, he was super helpful, very polite, and very sincere. I used to go to Kapiolani Branch, but this time I stopped by kiosk at Kahala Mall for convenience and I made better choice. Very happy with Billy read more