To Whom It May Concern,…read more I am writing to formally file a complaint regarding my recent experience with the AT&T store located at 3340 Mall Loop Dr, Ste 1254, Joliet, IL 604. On April 1, 2026, I ordered four iPhones through AT&T. One of these orders was placed through your Aurora, Illinois location, where my wife received excellent service and had no issues completing the transaction. However, the remaining three iPhones were ordered through the Joliet location, which showed all devices as "in stock" online and available for pickup on April 2, 2026. When I arrived at the store on April 2 to pick up the devices, I was informed that my order was not ready. I politely explained that we had no issues with the Aurora location and requested to speak with a manager. I was told the manager was in a meeting, so I waited. Later, I was told by an employee that there was no manager available and that one would not be coming in. This conflicting information was both confusing and unprofessional. I left the store extremely frustrated. As a disabled veteran, I found the level of service and lack of transparency unacceptable. The situation only worsened when I called again on April 3 and was told that there is no manager at the store and that my order could not be processed at all. Based on this experience, I strongly believe that the devices I ordered may have been given to other customers despite my confirmed order, and that the staff chose not to resolve the issue or provide honest communication. This experience reflects poorly on AT&T's customer service standards. I am requesting: * A full explanation of what happened to my order * Immediate resolution or fulfillment of the three iPhones I purchased * Accountability for the store's handling of this situation * Assurance that this type of issue will not happen to other customers I expect a prompt response and resolution to this matter.

Special thanks to Gustavo and Tony for taking care of me - really patient, thoughtful, and offered…read moreoptions during a challenging time. Store manager - Rayj - thank you - clearly their attitude is a reflection of your leadership!

This used to be a great store. There use to be a lot of help. I got my IPhone 16pro there and have…read morehad problems since day one. I walked in earlier this week to seek assistance for my non-working phone. I was told that I would have to drive to Naperville for assistance. When I said no, I was told someone would come to my house on Saturday between noon and 2 to "fix" my phone. I stayed home all day for this. Well, it's 4:30, and I haven't seen anyone.

Ozzie was hands down the best agent to work with. Got us all set up with phones and everything was…read moreworking correctly. Had a slight issue the next day with customer service side of Verizon and Ozzie had me come back in and he took care of it and handled dealing with customer service. Highly recommend going to visit Ozzie at this location. Thanks again Ozzie !

Literally never ever EVER go to one of these places. I didn't go to this location specifically, but…read moreI went to a different talk n fix at another mall and LITERALLY worst decision of my life. All I needed was a basic screen replacement on my iPhone 8 Plus. First of all, the customer service sucked. The guy didn't even look up at what he was doing to talk to me and totally made it obvious that they don't even care about the work that they're doing and just want your money. He then said that the screens they give you look "a little different" according to some people. Yes hello it was A LOT different as in the screen had a blueish tint and I had to double tap every letter to type. All for $130. Damn ridiculous, what's the point of even having a business.

I went in to get my screen fixed , in the morning within that day I have charged my phone at least…read morea dozen times . The guy switched out my battery and gave me a bad one . I don't even want to go in there anymore because I can't trust them with my phone so I ordered a battery kit I will change the new battery out myself since these people aren't trustworthy . DONT GO HERE ..

I go here for my phone screen replacement z they install and will assist if it wasn't done right…read more Very competitive prices as well!

They replaced my iPhone battery twice. The second time was November (it's currently mid-March and…read moreI've had issues since January) it's already gone bad. First time in November of 2024 I got the extended battery and didn't notice a difference. This time the standard. They said on this replacement the battery had swollen which is why it wouldn't hold a charge. And I can feel this one get warm too. Spend the couple extra bucks and just have Apple do it.

I have been a sprint customer for over 18 years. Recently I was told that I would have to switch to…read moret-mobile after their acquisition of sprint. I spoke to an associate at the store and tried to explain an issue I was having after switching. The individual was talking over me and not letting me explain all details of the issue I was having. I tried to ask him to let me finish explaining the problem because the solution he tried to propose, when he Interrupted me, I had already tried. He proceeded to inform me that I was interrupting him and that if I didn't stop he was going to hang up on me. I, again, tried to explain the issue and he did hang up on me. I called back and a woman answered and I asked for the person's name who hung up on me. The woman lied and said that she was the only one there. She proceeded to put me on hold so she could see if the associate that was on lunch was the one I spoke to. Then hung up on me after about 1 minute on hold. I then called back three separate times and the rude guy answered and told me "I'm warning you to stop calling my store and harassing my associates" and hung up on me all three times. - I asked to speak to a manager and was told no -i asked for his name and he refused to give it to me. -the woman lied and claimed that no one else was there -the man I spoke to was extremely rude and confrontational. These are my first interactions with t-mobile and I couldn't be more dissatisfied. If I could I would rate them at 0 stars.

Probably the worse t-mobile I've ever been to. I've had this phone company for over ten years. The…read moreelderly man I seen walk in confused about an app, they looked annoyed with him. They were rude to him. They spoke to him like he was beneath them. He looked so sad. I spoke up and told the employee I think they could do more to help him and she then started being rude to me. I tried buying two iPhones and she started insisting I didn't even have phones with T-Mobile. Upon opening my app and showing her my FOUR devices she looked even more mad. I was trying to get two iPhones as Christmas presents for my children. She then proceeded to tell me I couldn't order them because she can't figure out her computer. She's stated, "it's just not working." "Try another store." Then she stared at me blankly like if I was trash. She also told me the phones wouldn't be available till January 8th anyway and acted as if I couldn't get the phones for Christmas either way. She was trying everything to convince me to leave because she wanted to continue to play on her phone. After going to a different t-mobile the employee there told me that Diana gave me a date for a phone color that was really popular and on back order for weeks. I never told her what color phone I wanted. So why would she tell me January 8th and not inform me of sooner dates depending on the color phone? She just wanted me out of the store so bad that she was willing to not only lie to me about the dates but ruin my children's Christmas as well. Employees like Diana just want to stand there and do no work while getting paid. Incompetent. Unmotivated. Her voice was demeaning. She looked like she hated her life and job. Diana, if you don't like people I suggest you find another job. T-mobile shame on you for hiring employees that reflect such negativity on your company. Diana you should really consider a job where you have zero interaction with anyone. I want to send a huge thank you to the employee at the Cresthill location who ordered the phones immediately with a November 30th shipping date and actually did his job, unlike Diana. Considering I bought two iPhone 12 pros and spent 2,000 dollars and have had t-mobile for 13 years Diana should be completely ashamed of herself.

Good service and know their plans very well. Experienced reps with 4 years of experience. Have the…read moreNewest devices and always help with transferring information from phone to phone. Great store.

If you need to go to a T-Mobile store in the Joliet or Crest Hill area, this is the one to go to!…read moreThey are not a corporate store and will not try to upsell what you don't want. I've been to another store in the area and will never go back there again. Thank you Carla and Brenda for making my experience a pleasure to do business with your store!

Didn't even get greeted at the door. Made me wait 20 mins to proceed to ask me what I needed and…read morethen didn't have what I needed. A joke and waste of my time.

I wish I could give with store a negative amount of stars. My experience was laughable at how bad…read moreit was. All they do is LIE LIE LIE, and tell you you're the problem for calling them out and threaten you with law enforcement. RUN AWAY, go to a CORPORATE T-mobile store NEVER go to these Authorized Retail stores. I have never written a bad review for any business in my life I just cut my loses and move on, but this experience was unique. Detailed Experience if interested: I picked this store as the store to have my replacement phone sent to, I attempted to pick it up twice after being notified through text it arrived at the store. Both times I was told they didn't have the phone however before being told they did not have the phone in their possession both times I was asked why I needed a new phone. The second time after the associate came from the back stating she didn't have the phone she told me I needed to file an insurance claim instead of a warranty claim. How would she know the kind of claim if she does not have the phone. At that point I went home, called t-mobile, they confirmed the store received the phone ten days prior. I returned to the store the associate straight away told me we already told you we dont have the phone. At this point I am frustrated I did raise my voice but never called them out of name or used profanity, they lied straight to my face three times. I told her they indeed did have the phone I called t-mobile they confirmed it was received by their associate. At this point I can see in her face shes shocked I have the information. She tells me she will not argue with me I told her to call t-mobile then if she doesnt wish to speak to me as that is what the t-mobile rep advised to do over the phone when I called. She stated she will not be calling t-mobile and will she is going to call her manager Zach to remove us from the store. I told her to go ahead and call him. The other associate then comes from the back we attempt to talk to her she said she will not talk to us or give us information. She then states they well call the police and states she and her coworker will stay in the back until we leave the store leaving her other customer she was attending there at the counter. More customers walk in so we decide to step outside the store so the other customers can be attended as this is not their fault. I call t-mobile and am on hold when the police arrive they ask be to explain the situation the officer is confused, they then go in to speak to the associates. The t-mobile rep answers the call and I explain the situation the rep is baffled as to what I am explaining. The rep puts me on hold to try and figure out the next appropriate steps. The officers then come out of the store the officers attempt to have the associates give them the phone, they then lie to the officers and say that their manager is the only one allowed to open the safe, when they had opened it earlier that day. However, I knew law enforcement wouldn't be able to obtain the phone either way due to policies. All these people do is LIE LIE LIE. The officers left didn't even trespass us, had I actually been violent or threatening to their associates they would have at least told us we can never return or we are trespassed. This was the worst experience in my life with any type of business or service. I know it is not T-mobiles fault as this is an authorized retail store. and everyone from T-mobile corporate was very helpful and kind.

I was given great and speedy service here. The staff was kind and offered great advice. I am…read morecurrently in town on leave and was able to get a same day repair. I would recommend this service to all of my friends and family. Thank you for your assistance. It helped me out immensely. Semper Fidelis

This is the worst phone repair shop EVER! I brought my phone in to get the front screen replaced…read more When I returned to pick it up, the guy told me that the screen he had didn't work for Verizon phones. He said that he would be able to get a screen the next day. As he handed me my phone, he informed me that the back screen cracked when he started to remove the front screen. He told me that he would order both front and back and replace them both the next day. I waited all day for him to call when the screens came in, and then decided to go there. When my husband and I got there, he said he had the screens and that I could pick it up in 2 hours we decided to wait. My phone has never worked right since, and the back cracked within a day. I live in Tennessee, so I can't do anything about this until I am back in Illinois. No one answers or returns calls! He changed me $150 for a repair that ruined my phone! I also noticed that he chipped a part of my camera light meter which effects my phone's ability to adjust the brightness of my screen!