Ask for Eric or James when you go. I was having issues transferring an eSIM to a new phone and they made it happen!

That was possibly the worst customer service I ever experienced. I think her name was Maria. I came in: she asked what I needed. I needed to replace my $10 warranty screen protector. She brought a Zagg, which is not the one that I have warranty for. She said they stopped shipping it to store and it'll have to be ordered. I said I'll do that then, assuming she was gonna order it for me and have it shipped. I shouldn't assume. My bad LOL. She sat her ass right back down on the couch got back on her phone and didn't even acknowledge me. I asked another girl if she was gonna order it for me. Then the original girl says "you have to order it through your app." Oh. Thanks for CLARIFYING. Lmao I laughed because why is customer service at an ALL TIME LOW now read more

Came by to transfer data from phones because I wasn't familiar and Eric helped me through it easily! It was fast and simple. Thanks to Eric again read more

Thank you for helping me today, Zach M. You helped me out with discounts I didn't know I qualified for. Every dollar counts these days. You showed me my options and got my mom a new phone, she loves it! Very professional and knowledgeable sales rep. Thanks again I will be back soon to upgrade my iPhone 13. read more

If you need help ask for Arif! He treated me like family guiding me through everything. With great deals, excellent customer service, and patient attitude you really can't ask for more. He'll definitely take care of you! read more

I came in to buy my daughter a new phone. Zach helped us and he was amazing. He even helped us bring our bill DOWN even with getting a new phone. I can't thank Zach enough. He is the best!!!!!! read more

Store should stay open for the hours its states it will be open for. Arrived at 630 and store closes at 7! Drove in from Aiea just to fine it dark and closed at 7 read more

The service date for this visit was on January 06, 2024. My bestie and I had planned to ring in the new year with shiny new iPhones - and we wanted to get them in the same style. Thank goodness we bought our iPhones at the Apple Store prior to arrival at this store (another review to follow). After purchasing our phones from the Apple Store, an Apple store associate helped my bestie activate her eSIM via QR code for her phone and told her that once you turned it on, you'd be connected to your network. My bestie wanted to switch plans since she had a grandfathered plan that didn't offer 5G (and now AT&T is charging extra for those legacy plans to get people to switch). So, we millennials are trying to adapt to the times, so we decided to head to the nearest AT&T store to get her account all sorted out. We're millennials; we want to make sure we get the answers from the direct source before hele-ing on home! Unfortunately, we arrived at the AT&T Retail Store... Quite a few guests in the store are being assisted at tables and waiting in the waiting area. As soon as we walked into the store, we were greeted by a guy named "Ramon." Bestie explained her situation regarding her plan and the purchase of an iPhone she had just made. Upon hearing her concern, Ramon responded, "Yes, I can help you". He then showed us to an open table so that we could further investigate the matter. As Ramon continues, AT&T wants users to know that the app offers a number of advantages (he is saying AT&T wants users to know there are a variety of things you can do with the app). I explained that my bestie could not do it right now because her phone had no connection and that it transferred to her updated phone. Also, she transferred from an iPhone X (2017) to an iPhone 15 Pro Max (current). Wouldn't it be great to check her account from your iPad now? In response to our reasoning, Ramon seemed very perplexed... Asking how the Apple store activated the phone. Apparently, he has no knowledge of eSIM activation. Considering you work for a telecommunications company, you should know the simple logic of cell phones, networks, and communications. Anyhow, after the whole ordeal, he looked up bestie's account and informed her of the new plan's pricing compared to the one she has at present. It was our intention to purchase phone cases here (another story about buying cases to follow and at another AT&T store), but the vibe we felt here wasn't positive. As soon as Ramon finished his spiel, we decided not to change anything on the bestie's account and left. Despite the moderate quality of our initial experience, if Ramon had just listened to our first request and used the iPad to review my best friend's account and answer her questions, we would not have wasted our time. As AT&T customers for nearly two decades, we are gradually observing a decline in the quality of customer service. read more

I needed help with my mom's new phone. I highly recommend AJ. He was so nice and knowledgeable. Very empathetic to my situation. He quickly figured out the problem and fixed it. I was out the door sooner than I expected. read more

I went in today, expecting to be there for more than 3 hours, because of past experience. But today I had a 5 star experience. TEZRA helped us out a lot! She had amazing customer service, she was patient, and she was so kind! I couldn't have asked for a better person to help us. I upgraded 2 phone lines while also adding a 3rd line to my account. She did everything with no trouble at all. She even helped with getting me and my family new accessories for our phones. It took us less than 2 hours to complete everything, on top of turning on the devices and setting it up. She was awesome! If you go in, I would definitely recommend her! Tip: make an appointment online prior to going into this store because it does get busy. When we went in, it had a waitlist of like 8 people who didn't have an appointment. Good thing we had ours, and we were able to be seen right away. read more

I dread coming to stores to upgrade my phone because I always feel like they sucker you into something. I get it they need to meet sales quota and without a new line they don't make commissions. Like give me the online price with not strings attached. I'm just dreaming... I just wanted to get a new phone, why can't it be quick and fast. The girl who helped me was nice when I wanted to trade in my old iPhone 8+ to the newest iPhone 13 pro max. I came back the following week to submit my trade in.... I had 30 days to do that. I walked in to check in and waited 20mins and no one acknowledged me. They just sat there. I gave them benefit of the doubt until I saw a new person come in and was immediately helped. Here comes my racist rant: I have this thing where I always encounter bad things with "white girls" they fail to do their jobs and it's always over looked. Not trying to be racist but it's always that specific type who fails at their jobs. If you didn't want to help me, pass me off to someone else. Don't make me wait to say something. I went up to Daryl who was kind and helped me quickly. I pointed at the girl who checked me in but didn't help me. She didn't even apologize but he did and quickly did what I needed. read more

I wanted to upgrade my phone and went to this AT&T store. There was a line outside. So I put myself on the waitlist. I was also told the wait would be about 1.5 hours and I needed to be back in 2 min when it was my turn. I ran to Walmart to pick something up and when I came back it was just about my turn so it worked out perfectly (though it was more like a 30 min wait). The staff was super super patient and helpful. Even though I didn't end up ordering a new phone, he patiently explained everything to me and listed out all the details about my plan to help me make decisions. If I need to go to an AT&T store in the future, I will definitely visit this one. read more

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

When I walked in a worker asked if I needed help of course my phone wasn't working properly so he went to work on my phone and fix the problem he was very knowledgeable and helpful gave him a 5 star or a double Shaka!! His name is Shayne I hope I spelled it right I didn't have my glasses. read more

this location is corrupted from the managers to the sales associates! beware!! everything people saying is true!!!go to another location!!! they won't help you to return or cancel your phone orders, they tell you to go online or return to ups.they hang up on you on the phone!! they bullshit you with promotions! they mess your bill every time by adding things you didn't ask for! they keep on saying wait till the next bill etc. etc! everyone in this location should get fired!! they giving att a bad reputation with these kind of workers! i've been with att for 20 yrs. read more

I typically don't like to write bad reviews unless it's really THAT bad. I walked in to AT&T at Ala Moana with my dad who had just gotten back from China. He needed to get a prepaid plan and Ramon quickly assisted us. My dad had a lot of questions, although his English is pretty good, he just needed clarification. I did not appreciate the tone of voice Ramon was using with my dad but I didn't think anything of it at first. Then I heard him say, "What don't you understand?" and "I don't get why you don't understand" in a rude and condescending voice. I guess my dad didn't notice it or wasn't too bothered by it but it really rubbed me the wrong way. I did not want to get into it there but I had stepped out for a bit to get errands done while my dad got his phone set up. Ramon did help get what my dad needed to do but after thinking about it sometime, it still bothered me at the way he talked to my dad. I decided to call AT&T that day and addressed it with the manager who was very kind and understanding. He apologized for Ramon's actions and said that it is definitely not how he should be talking to customers. I was thankful that the manager made sure to take down what I said and make sure that it wouldn't happen again (hopefully). This won't stop me from going to this location but I recommend avoiding Ramon if he assists you. Bad attitude and I've never heard someone talk to a customer like that before! read more

Zachary is outstanding in customer service. He is very knowledgeable about AT&T and tailors the plan and phones to the customers needs. Zachary is the go to guy. Ask for Zach! read more

On Wednesday evening, October 5th, 2022, I stopped by the AT&T store at Ala Moana Shopping Center due to my Samsung Galaxy S22 Ultra's phone screen having somehow cracked. I noticed a small crack on the right portion of the screen after having left the gym for a workout. I think I may have, at some point, thrown my backpack containing the phone down on to the gym floor and this resulted in the screen cracking. Additionally, the bottom half of the phone screen, keyboard was flashing on and off and had become inaccessible. I was having a psychotic meltdown when I entered the store thinking that not only was the screen broken but that the phone being inaccessible would mean my having to purchase a new one. Fortunately, I was told by the Assistant Manager of the store, Roberto Bautista, who assisted me, that because they had no similar replacement device in stock at the time that I could either check out a Best Buy store or attempt to go to a nearby TCA Wireless store and see if they were able to replace the screen and get the phone to work properly again. I got lucky after having gone to the nearby TCA Wireless store and my phone ended up being as good as new. I am grateful to Roberto for having pointed me in the right direction and resolving my dilemma. It's always good to know that when in dire straits someone is willing to help you out of a jam. Thanks Roberto! read more

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

We would like to commend Rodney/ Rod of the AT&T Ala Moana branch(Oahu) for giving us an excellent customer service when we visited the their branch over the weekend. He's been very helpful, patient and accommodating the entire time when he was helping us. He gave us a very good promotion when we purchase a new phone for my dad. We definitely recommend seeing him when you visit this location. Great service overall! read more

Twice, within a week, I've had to go in and found my interactions with the staff to be very unprofessional and not up to the caliber for handling high value services and merchandise transactions. It was not just this two recent occurrences. It have been this way for years and unfortunately, it has taken me this long to speak out about it. However this store has been managed, they are not hiring the right people and not training them as well. Not only that, they look so sloppy and hard to tell they are even employees. Going forward, I will do my best to avoid this store. Instead, I'll go online, call their customer service line (which has always been very helpful and professional) or go to the Kapahulu branch where I have always found their staff to be good. AT&T really needs to take a hard look at this store as it is not a good representation for the company and brand. read more

The worst customer service staff ever. I went there today to inquire about upgrading to an IPhone 14 and was referred to a sales representative with real bad attitude. Soon as I saw him walk out of the back room I instantly knew there would be issues. He was a young slender Asian man with what I can only assume was a small birthmark on his right-left side of his face. He strutted around like he thought he was a bad ass MMA fighter and had serious chip on his shoulder. I tried to be cordial but it was too difficult to do. He had absolutely no sales etiquette and provided zero information about the iPhone 14. I asked about the different models along with their unique features from each other and all he said was they are all on display against the wall. This is not the first time my wife and have had bad experiences at this particular store. Because of this we switched to the Kapahulu retail store which has much better customer service representatives. Something told me not to go to the Ala Moana retail store but I thought I'd give it another try and was I wrong! read more

I was very pleased with my experience at this store, located in Ala Moana Shopping Center. I was assisted by Devan who went above and beyond to help me with changing my phone plan and billing situation. I had called customer service by dialing 611 and was really appalled with their terrible service. To the point where I was considering cancelling my plan with AT&T. Thanks to Devan, I decided to stay as a customer! Devan took the time to assess my situation and worked throughly to make sure all needs/concerns were met. If you're looking for someone to help you, I highly recommend requesting to see Devan. read more

I went to this location to inquiring about getting a new phone as my business phone. I was greeted immediately upon entering "Hi, how can I help you?" and the associate took my name and said someone would be right with me. I browsed around the store for about one minute before my name was called. I sat with the associate for about 10 minutes. She asked many questions about my phone needs and suggested I get the Samsung Galaxy S 22. She described the picture capabilities, saying you can take pictures in the dark without needing the flash and it looks like daytime. Unlimited Your Way: data talk and text, 100 GB hot spot -it won't slow down the speed of the internet, and that you get more promotions with business. She said Android is the best. read more

AT&T Store - Ground floor facing parking lot Mauka side. - Mobile Phones Near Me - Honolulu, Hawaii

Devyn you were great! (Sorry if I got your name wrong) I came into this location so I could put my dad on my line and get him a new phone! His first iPhone. So she recommended something like an iPhone SE since my dad isn't the tech savvy kinda guy. We also got a new deal & discount since now I have two lines on my AT&T account! Devyn was so sooo kind and helpful. She explained everything to my understanding and even wrote out the new phone upgrades for my dad to keep. I'll be back! 10/10!!! P.S my apologizes for my little toddler running around the store. read more

I came this this location to many times to know for a fact they will lie and scam you, just to make an extra sale. I went to upgrade my phone. The sales associate started talking about an promotion they had for an Apple Watch that was half off with an phone upgrade. I took him up on that. When it came to sign for the purchase it showed full price. He said it will reflect in 1 billing period. After waiting 1 full billing cycle I didn't see it reflected in my bill. I called customer care and they confirmed that there was no such promotion running at that time in the store. On another visit after telling them I didn't want insurance on my phone when I was upgrading they still slipped it in there, I called them on it. It took them 3 hours to take it off while giving such bad service. The store manager came out and apologized and asked if I can still give them 5 stars in the survey. After 3 months I finally learned my lesson I went to the other AT&T store on Kapiolani Boulevard. They associate confirm they still left in on and also added more onto my plan durning that visit. If you want more entertainment, google the story Hawaii news now aired a while ago about this Ala Moana location lying to customers to make a sale telling them they can cancel after they leave the store. read more

Doing upgrade for the wifey. Been here for 2 hours. Trying to make a bundle to get the best value. Sales associate An was very helpful and knowledgable. Still kind of hesitant because of some bad experiences in the past year. They did give us credits for the mistakes, but still working out more kinks. Hopefully, we can work things out with customer care then we can continue to use their services. read more

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

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Anh was very helpful in updating my 2GB Data Plan to the UNLIMITED Data plan. I also learned about their Spectrum-Direct TV, Cable Plan Options. I was able to set up an appointment for Direct TV and try the app out on my phone. Live-Streaming TV thru my phone App. Really cool concept! Also updated my Land Line to AT&T since it's cheaper $20/month instead of HawaiianTelcom $30/month. ;-P read more

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

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Sales consultant Jeannette M. was awesome to work with. She was very patient and explained everything to my parents and got them to stay with AT&T as they have been very loyal customers for a long time. Wished I experienced the awesome service before jumping ship. Thank you again Jeanette read more

My mom needed to add mins to her prepay plan to keep it active so it doesn't expire. So I made an appointment online for her and we went in together. Kawai helped us with the payment and my mom bought a new 4G flip phone (she's in her late 70s) since her 3G flip phone was having issues. On our way out, there was a spin the wheel to win something and guess what? I spun the "free iPhone 12 mini" of course with excursions but still a good deal. Kawai was very patient as we were deciding if we like to trade in our iPhone 10 for the 12mini. At the same time she realized I had self business so she did an analysis to find a better plan for me. Well, it is much better but I would need to submit a Business Tax ID. I didn't have it memorized so I had to get back to her. She was so nice, patient and very informative. Our overall experience is definitely A+ with Kawai. Thank you for helping us! Appreciate it! read more

Website says open At 9am. The paper on the door says open at 9 on Saturdays. The door says 9:30. It is 10:18 on Saturday 1/8/22 and no one is in the store.... What the hell? When do you guys actually open? read more

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

Words can't express how happy we are with the service we received from Geo. We were having issues with one of our I-watches and he was able to fix it where no one else was able to. In addition to being very good at his job, he's also an incredibly patient and kind person. I've saved the best for last. He was able to lower our bill by almost 40%! I hadn't even thought of asking him to look at our bill, and was a bit surprised when he asked about it. I never thought I'd hear myself say this, but now, I will look forward to going to the AT & T store! read more

Horrific Nightmare They are so rude and beyond unprofessional and inappropriate and lazy The most horrible experience I have ever had in my whole entire life Disrespectful, disgusting and dismissive Not capable or a basic customer service or even having a normal conversation abt services w a customer This is so embarrassing I mean did they go to school or ? This is so pathetic ewwww What a embarrassment a joke of a employees Whoever hired them should be fired On a spot including the whole store read more

ERIC LUI was the best customer service/retail sales consultant I have encountered! After having a horrible experience with ATT's customer service via 611 and chat, which ended in someone from ATT telling me to apply for a job and inventing software , I was ready to drop ATT completely. What customer service on 611 and chat took 5 hours and couldn't solve, Eric Lui helped me in store and solved my issue in 5 minutes . Eric went above and beyond and provided an exceptional customer experience. Thank you Eric! read more

AT&T Store - Never do customer service chat with ATT - Mobile Phones Near Me - Honolulu, Hawaii

A manager of this store, Moon, is spending a lot of time following up with me on this via email and calls, and who knows what she had/has to do to try to address the mess of my account that other AT&T employees at this store made for me in October. It seems to me like the higher ups in this company need to think about how their billing and "customer service" works, and if it is beneficial or harmful to have quotas, etc. Today my account was credited, but I can't see through logging into AT&T if I will still be charged double for my iPhone 11 on my next bill, or if the correct number of lines with associated correct charges will be there. I have spent so many valuable hours and days of my life on the phone, driving to different stores, dealing with errors, extra charges, and unhelpful AT&T employees (not Moon, though - thanks!) that I really am not holding my breath that my account with AT&T is fully taken care of now. All I can do I guess is wait until I can see my next bill(s). read more

Randomly walked into this AT&T store looking for an accessory for my daughters cell phone. Was taken care of by Kelly and somehow we randomly purchased two Apple watches which he patiently sat with us and set up both... He made our watches look amazing personalizing each one for us!!! Great experience thank you Kelly! read more

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

I have been an AT&T customer for years, a lot of years. I used to think that they were a great company providing great customer service, however over the last few years it has really gone downhill. I no longer enjoy going to the AT&T store, in fact I would rather purchase my iPhones directly at the Apple store. My most recent visit at the AT&T store was no exception. I was hoping they would wow me with customer service this go around but needless to say I was disappointed again. I was looking to up grade my iPhone and AT&T had an offer on the iPhone 8. Purchase a one iPhone 8 with a two-year plan and also adding on an additional line and they will give you the second iPhone 8 for free. They gloss over the details that the additional line per month actually costs more than the monthly fee to purchase the iPhone 8. When I pointed this out to the man, he said "the company has to get something out of this, after all you're getting a free phone." Well......you see the phone is not free because they make you purchase an additional line which you don't need which actually cost more than the phone. They have offers for new customers but apparently not for somebody who's been with the company for 20 years. There is no benefit for being a loyal AT&T customer. This company sucks! Currently looking for a new phone company. Would appreciate any advice. read more

I needed a new screen protector for my brother's phone. Andre was very helpful in getting that taken care of for me. I left the store very satisfied. read more

Devan at the AT&T store was amazing. I've never met anyone like her who was very professional, friendly and very focused on helping meet my needs at AT&T. I felt very valued and not just another customer. Her 5 service is second to none. I will definitely come again and would recommend her! read more

WOW!! If I could give more than 5 stars, I WOULD! I walked in to the Ala Moana location an hour before closing. I was having a problem with my iPhone. Not being familiar with the new Apple iPhones - won't turn off, totally froze, overheating, couldn't force restart, and I need my phone the following day for work. I really didn't know how to trouble shoot the issue. Thought for sure I was going to be spending the next day at the Apple Store. I needed to unlock my phone to be able to open my Parkinson Fitness Therapist center the following morning. Geo Bustamante helped me. He was beyond kind, knowledgable and extremely skilled at keeping me calm. He talked slow, clearly and put me at ease. After a few tries, (no other associates were able to solve the problem) Geo took a look, listened and explained what went wrong. He figured out how to reset my phone. Having Geo help was totally "First Class Service". I'm so impressed. Thank you. I don't plan to get a new phone anytime soon but I will without a doubt refer all my friends and family to this location. read more

I am an extremely indecisive person when it comes to making major purchases - upgrading a cell phone falls into this category. My anxieties and defensive go up because I feel, for whatever silly reason, I need to assert some kind of confidence to make it through. My son needed to upgrade his phone and I thought, "ok...here we go, let's just get this over with." So I scheduled a same day appointment with ATT Ala Moana and just hoped for the best. Well, my family and I was introduced to Geo and that changed everything. He was extremely patient, kind, approachable, and funny. He answered all my silly questions and walked us through everything with thought and care. He didn't pressure us into anything but laid out all our options to make sure we selected something that was good for our family. We walked out the store extremely satisfied with our purchase but most importantly our experience. Geo, you were amazing. Thank you so much. We feel so fortunate that you were able to guide us through what is usually a stressful process. read more

Received excellent customer service from Nick at Ala Moana Mall location store. I'll be coming back again. Thank you read more