Caitlin was exceptional! She helped me upgrade my phone while helping other customers take care of their needs. She was attentive, respectful, and worked quickly. Her ability to multitask was impressive and I'm truly appreciative of the service she provided. read more

I was a Tmobile customer for a long time. Switched over to AT&T and it has been one of the worst decisions of my entire life. Crappy service, slow data, nickle and dimed for everything. Poor customer support on the phone and I always need to go into a store after speaking to a rep for over an hour. If you are thinking of switching carriers be warned!!! AT&T is horrible. I am locked in for 36 months and I dont want anyone else to have to suffer through what Im going through. If you travel internationally, their roaming plan sucks. If you prefer apple care and want insurance, it is very different from Tmobile. I am only able to do a group insurance that covers only a couple phones at a time. It CRAP. No apple care. I highly discourage the switch to AT&T. read more

Michael did such an exceptional job. He was very kind, friendly, patient and efficient. I really made him work hard because I wanted to upgrade my IPhone to an Samsung but when I got frustrated with the features in my new phone, I asked him to switch my phone back to the iPhone. I ended giving my nephew the new Samsung ultra 26 phone. All the while, while he was setting up our phones, people came in -- mind you he was the only associate working today, he did such an amazing job handling all customers without much of a wait! It was really amazing to see and all with a friendly demeanor. To his manager, pls acknowledge him for his extraordinary efforts today. Michael, you rock!! Thank you for providing great customer service today 5/3/2026. I totally appreciate you. read more

Darius at the Kailua store was amazing, patient, helpful and extremely supportive. He went above and beyond to help us merge our accounts and transfer my phone numbers. We waited for about 5-10 minutes for assistance. Darius initially informed us we could do what we needed help for at home and on our computer, he was more than willing and able to help us in the store. Store is clean and sufficient seating while we waiting. Another customer in the store says he always comes back and waits for Darius to assist him and now I know why! Most grateful for Darius; his support and patience was greatly appreciated and he exceeded our expectations! read more

ABSOLUTE SCAM! They deserve 0 stars if that is possible! Will never recommend them to anyone. Customer service was absolutely awful. We got scammed into buying a phone we thought was $1 a month, and later realized they had given us the wrong phone, resulting in a $10.99 payment. They told us there was no way to trade in that phone and get the money back, nor would they give us a discount or take responsibility for what happened. This wasn't even the first time that this has happened. Extremely dissatisfied and will be leaving as soon as we can! To add on, we are traveling abroad, and the international plans are $12 per day for a total of $120, which is outrageous when we could just buy an eSIM, but we can't even do that. You aren't about to use eSIMs until you pay off your phone and unlock it. The process is complicated and a scam. They also started charging us when we entered the country without letting us know. We had to call them to find out why, and they still charged us per day even when we weren't using data and were only using wifi. VERY UPSETTING read more

Alexander at att is the absolute worse rep. Rude and his phone went off 2x with a loud BTS personal ring. Both times didn't matter it on silent. I gave him my license and he asked me for my name. I told him it was on my license. So rude I asked for my ID back and said I was going to another store. NO STARS!! read more

The staff here are so friendly and very helpful! I had the pleasure of being helped by Alexander today and he was the best!

michael helped me with getting my new phone to work amazing service and always had a smile helping didn't give up and got the job done!

If I could give it negative stars, I would!!! I am baffled by the fact that these people are in customer service!!! Zero customer service skills!! Not even so much as a hello when you walked in the door! My daughters were treated poorly, I was treated like I was invisible at another time I went in. They literally only paid attention when my husband was with us and then the third time that we went in the manager was completely incompetent... and unprofessional! She called the other associate on the phone and he was completely rude. I'm in shock to AT&T allows workers like this. !! read more

Been sitting in this store for an hour and a half to get a phone upgrade. There are three employees and only one other customer ahead of us. Never again coming to this location. read more

This guy, Josh, is freakin fabulous! Give him a raise! Super helpful and answered all my questions! Very knowledgeable and charismatic!!!

Their customer service was awesome. Ask for Caity or Keliʻi. They will help you choose with questions on offers and discount. Be patient and remember to say, Mahalo. read more

OK the guys at the store will lie to you about the ability to reset your Apple product in order to sell you a new one. They will directly lie right to your face . Then you look it up online and it turns out you could reset an iPhone without the passcode .how about that. You can do a factory reset they told me it wasn't even an option. read more

Terrible customer service can not even begin to explain of how much run around these guys give and so unhelpful their management team really needs to have a sit down class with their workers of how to handle things ... just terrible read more

My fiancé and I both came in to upgrade our iPhones and he made it quick, painless and he was so informative. Thank you, Riz for your excellent customer service!!! read more

Only one person working the store. If that person is already helping someone, you're pretty much out of luck because that person will take forever. read more

I traded my iPhone 12pro for the newest iPhone promised to get $1000 off for the trade since my phone was in impecable condition. I had to return another day to drop off my phone. The employee was arguing with a customer that thrower me off. When it was my turn he printed a paper and made me signed I wanted to get out ASAP because of the ambiance. The paper said my trades in was for $230.00 only! I have no words and I am dreading yo go back because I know the workers are very rude and not helpful read more

Bad customer service. Won't take the proper time to make sure they do their job properly. Employee is such in a rush when it nears closing that customer service seems to go out of the window. The employee ordered the wrong phone and tried to blame the customer saying he was told something else. Instead of resolving the issue all we got told was that theirs nothing they can do and just wait. Ruining an early Christmas gift for my other half. Do not recommend this store for service read more

Ruel was absolutely awesome..upgraded both iPhone and IPad, lowered my monthly payment (from 5 years ago!!) AND assisted with reinstating my AARP membership to take advantage of additional discounts eliminating activation charges. I had a million questions cuz I'm not text savvy and he hung in there with me until I understood what I didn't know! Can't beat the service, price and product. read more

I needed a new iPhone so went to the store in the Kailua Shopping Center. The first time I went, William was helpful in helping me with about how much I'd be spending. Later when I returned to actually buy a new phone, William helped me per my request. There were a lot of things that I didn't understand at first and he never got upset at me. He was super patient even after having to remove a case because I changed my mind and decided to get a different one. It can get pretty busy so you might have to wait or come back. There's no pull-a-number thing, but William greeted each new person and kept in his head who was next. It's not a large store and the selection, like for protective cases, is not that good. You may want to order yours online. read more

Ruel Cabrera is funny, warm, knowledgeable, fast, and totally helpful. It was our best visit to an AT&T store ever! Mahalo, Peter and Cathy Halstead read more

The people that work here obviously don't like their jobs or dealing with the public . Customer service was poor . They didn't seem to be interested one bit in the issue I went in for . Will go to Kaneohe store next time , they have aloha . read more

Store gets the job done but RUEL is a very disrespectful person and would not give us a chance to talk. He wouldn't even explain what he was talking about. A very aggressive employee I would say. I do not like coming to this store just because of this mans service that he provides read more

These guys will tell you anything to sell their products. As an EMT I wanted to switch over to First Net. They said it gets 5g coverage. It does not. They said I would get a free iwatch. It is not free and you have to pay for an extra line to get the series 7 watch. Very deceptive and I trusted them. It took them 3 days of going going in and out of the store to get switched over to First Net and it is worse than my ATT family account that actually gave me 5G most of the time. It ended up costing me $151 a month for the First net account with the "free" iwatch when before I was paying $179 for 3 lines on my family account. The bill just came and even though I'm off the account now, the bill is more that what I was paying for 3 people!!! How you figa? What ever you do, don't take the FREE watch. It'll cost you an extra $100 a month. read more

Outstanding service from Michele. Great attitude Very enthusiastic , helpful and knowledgeable. Highly recommended Thank you. read more

Kaye was a big help and she provided great customer service :))

Don't waste your time waiting to have one person help you. I waited for an hour before closing and they didn't help me because their system won't let you after 6pm. The guy working didn't even bother to let me know he couldn't help while I was waiting. I got an auto text to be ready because they were going to help me and then he said he sent it to the wrong person when I was the only one there. read more

Kelsie was FANTASTIC! Over the years my wife and I have tried them all. My sons convinced us to try AT&T in Kailua. It was our lucky day, we got Kelsie. We hesitatingly went from a "Star Trek" flip phone to the (smart) iPhone. She was fantastic and walked us through every aspect of the phone and it's capabilities. Luckily for us, it was a slow day. More than 3 1/2 hours, later we were finished! At the end of the day, we were still apprehensive and anticipated going back to our OLD phone. Kelsie went so far as to give us her personal cell phone number and said to call her if we had any problems or questions, talk about great customer service! I'm sure after we left she probably thought, "Oh man, I'm probably going to regret that!" Although that occurred more than 4 months ago, we haven't felt the need to call her - I'm sure, much to her relief! Whoever manages that store knows how to pick and hire professional employees! Thanks again Kelsie, we haven't forgotten your care and concern- we just haven't felt the need to bother you! read more

I went in today to buy a new phone. It was my first time visiting this location and with my previous experiences at AT&T I was afraid I'd be waiting more than half an hour just to be helped but I was seen within 5 min and my whole process was pretty smooth thanks to William. The service was great and he was very professional. A few other groups came in after me and he made sure to greet everyone and tried to help them as much as he could while waiting for my phone data to transfer to the new one. The store is not the largest, but don't let the product display scare you away, they have more in back stock. Overall the service was great, very informative and not too pushy!:) read more

William was super helpful! Have had very negative experiences at other AT&T locations, but was really impressed by the customer service, here. read more

Terrible customer service at this kailua location, no system for which Customers were first waited 10 minutes, no one greeted or said anything to us. Kaneohe location is much more organized and friendlier. read more

William at the Kailua ATT store is awesome. Over the past few months he has helped me and my family repeatedly as we needed to handle a number of complex transactions involving an ATT business account and transitioning to a family account. His knowledge and willingness to go the extra mile to help us has made a difficult process much less frustrating. THANK YOU! read more

I needed a new phone. Went in. Seen Will. He cared more about the customer than anything else. I wanted to get a iPhone max pro. He told me hey had it in stock. Went in. Got out 30 min later. They sync my old phone to my new phone. That's what took most of the time. Matthew was friendly as well and helpful. If you need a new phone or help with an issue with your account these are the guys to see. Thanks for the new phone. Great place to go. Check them out. You'll be happy with the service. read more

William at the Kailua AT&T store was the consummate professional! He greeted us as soon as we walked into the store, and assisted us the entire time. He was patient, informative, and extremely friendly. I will go back for any of my cell phone needs! read more

Had preordered the new Note 9 phone and had William and Matthew assist me with a zillion questions and help transfer the data to my new phone. They took the time to explain everything trying to make the best deal for me. It was crowded but they patiently helped me and others. The girl working there was also super nice to my grandson. Great staff!!! read more

I live in Kailua but I travel to Kaneohe for help with my ATT account or my phone because at this location, it's a bunch of kids who don't care and don't know what they're doing. I went once and they hadn't even opened yet, and it was 10 minutes after their open time. This most recent time I went, some kid moved all my videos and photos to a secure folder instead of to my SD card, and I had to spend the next 2 days on the phone with ATT and Samsung trying to recover the files. Long story short, the kid didn't even know what he was doing and just played around with my phone trying to figure it out instead of just admitting he didn't know!! This store needs new staff or just shut down. If Yelp wouldn't take my post down for curse words, this review would be covered in it. I am SO FREAKING MAD. read more

I've learned that store salespeople will just tell you whatever they feel like. We were switching to a different company and so I was in store to settle our account so we could get our phones unlocked. The guy told me what I needed to pay at minimum to get the phones unlocked which I paid. Low and behold, NOPE!, not the case. I literally asked the kid twice "so this is all I need to pay to get the phones unlocked?". It was bad enough he didn't even seem to want to be at work (no friendly service) but he gave me false information and screwed up our changeover. I'm so glad I'm done with att and their horrible service. read more

This review is not for this location in particular. It is more as AT&T in general. I recently purchased a new home in Las Vegas and the home came with a AT&T DigitalLife Home Security System. After trying to activate the alarm I was continuously told that is was not in my name. After informing the call taker that the former homeowner had called and notified them of the sale and that the system would be transferred they continued to tell me that I was not the owner and they would not help me. On another call, I was able to get the call taker to look at the notes on the account where she then saw information regarding the transfer and attempted to help me. As we were unable to complete the entire transfer at this time, she informed me that she was off the next couple days and would call me back on Monday to complete the process. Well, Monday came and nothing. At the close of business I called to see if I could get help. I was then informed that there was a note in the file that said I would be receiving call on Tuesday by 12:00pm. Tuesday came and went, upon the close of business I again called and asked for help. I was then told that it is very rare that they don't call back when they tell you they would, and that I should wait one more day to see if they will call. Wednesday came and was almost gone when I called again. Now I am told that I am lucky the account is still open and that I should just wait and someone will be calling. When I ask "when", I am only told within a few days and that they are unable to provide any further information. My new home is unoccupied at this time however I have many valuables within the residence. How can I be sure nothing is happening to it while no one is there. The security system is one of the main attractions that I wanted on the residence. I am upset and tired because AT&T is unable to provide any type of contact number or provide the service for which they are getting paid. This is totally ridiculous and I am looking at getting rid of the service. If this is how they treat paying customers then they need a serious class in business responsibility as well as customer service. I will update . read more

I came in with two complicated issues on two separate devices. William solved them both in 15 minutes! Extremely great service and extremely knowledgeable and helpful employee! read more

Be aware, this is not an ATT corporate store location. They will not honor the same policies as corporate stores. Employees are not friendly, not knowledgeable, and helpless with any phone issues. Better to go to another store. read more