The incident in question occurred in October 2021: Poor customer service. I went in to check on the status of my pre-ordered phones (2 Samsung Folds and a Flip) that I had not yet received (because of manufacturer backlog) and got nothing but attitude from a young male associate who acted like he was doing me a favor by "helping" me (he didn't help me at all.) First of all, despite the fact that there had been numerous articles about the shortages of the new phones, the associate I dealt with acted like he knew nothing about it. Seriously, if you're going to work for AT&T, you should keep yourself abreast of the news that affects your customers. Second, he asked me for a confirmation number for my order. I told him I don't recall receiving a confirmation number but showed him the confirmation email I received. The associate then proceeded to try to research my situation on the tablet he carried as I watched him scroll continuously for several minutes. At this point, I feel it's worth mentioning that I was a new business customer and the order I was inquiring about was the FIRST and ONLY transaction on my account. That said, I don't understand why it was taking so long to research and/or find my order. When I jokingly commented, "A lot to scroll through?," the associate snidely replied, "Well, if you had your confirmation number..." Seriously? You need a confirmation number to look up the ONLY transaction on my account? I'd had enough so I told him to just cancel the order. As he was trying to do so, I told him that I wanted an email confirmation of the cancellation. He told me, "I can't do that." You can't send me an email confirmation of a cancellation but you can send me an email confirmation of a sale? When I said I didn't understand why I an email confirmation couldn't be sent, he replied, "Why?" "WHY???" Who trained this moron? I had walked in there already frustrated at the situation. Knowing this, I tried to apologize to the young man, saying it wasn't my intent to take my frustration out on him. However, instead of accepting the apology, he continued to complain to me about what he felt I did. His female Manager wasn't much better although I will say that at least she didn't have a chip on her shoulder like her subordinate. He continued to try to debate with me until I told the manager to get him the hell away from me. In my opinion, she took way too long to intervene, even though she could clearly hear what was going on the entire time. If she wasn't paying attention, she certainly should have been. There is somewhat of a happy ending, although it has nothing to do with the staff at this location. I ended up going to another AT&T store and told the staff there about this incident. I was offered multiple apologies and the staff at the second store went above and beyond to make sure our situation was resolved. The staff at the second store managed to salvage an account that was almost certainly doomed to be cancelled. Kudos to them. read more

Terrible service.. no one acknowledges you for the longest time even while helping others! This is a bad place to go to if u need help buying a phone .. i suggest going to the other at&t at the kapolei shopping center.. i was told to go there by a few other people because service is better there but i felt that since i live right by the mall i would check this one out. I should've listened. read more

I went in this past week and was "helped" by a worker named Dwaine. I've never met in my life met someone so unprofessional. I came from working with folks from AT&T HQ in TX, I was shocked to receive the type of service I did. This worker needs to get retrained on how to treat customers. Will be contacting AT&T HQ about my experience... I won't want anyone to experience that. I went in very excited to learn about the latest Android/iPhones and I left very disappointed and disgusted. Dwaine if you're reading this, I really hope you self reflect on how you treat customers and treat your job with respect. There's plenty of folks out in the world who would love to have your job for the purpose of helping other people. Service 0/10 Knowledge on services/products 3/10 read more

***Excellent customer service by store manager Rick and sales associate Macky!! This is a brand new AT&T Corporate store located at Ka Makana Ali'i mall in Kapolei. I came in here looking for accessories for my phone and was in and out in a matter of minutes. The manager extended a discount that I didn't expect to receive and he was extremely friendly and down to earth. I've found my new go-to store! read more

AT&T Store - Cool decor - Mobile Phones Near Me - Kapolei, Hawaii

Sadly, this place lacks the urgency of helping customers right away. Got 2 people (1 is me) waiting to get assistance and 3 reps just finish helping out 3 customers. Rather than jumping to the next 2, all scurrys to the back room. Still waiting and not even an update on how long it'll take. Update: 1 rep went to lunch, 1 rep is assisting someone new and I rep just sits around. Help me Jesus.. I feel like I want to ask him why can't he help the people before me? Update 1/12. Thank you for the response back. I understand we are all trying to adjust the new way of living with this pandemic and there's protocols in place. I'm not against your protocol but maybe reps should be more compassionate in trying to service their customers who's waiting outside because we are told to wait outside (or get a call) with a little more urgency especially when the weather conditions was cold and windy. read more

Shout out to Dwaine for helping out with activating my sim card & also Keahi for assisting. I received a sim in the mail for my ported number & couldnt get it to activate. Dwaine was very knowledgeable & patient, he thanked me for waiting as well *many calls were made out to at&t help lines*. While helping me Dwaine also greeted customers entering & asked them that someone will be with them as soon as they can. Thanks for your help I appreciate you, would recommend. read more

Raymond was awesome! If you you need someone who will take the time to explain to you everything before you make decisions on your purchases or plans, I highly recommend Raymond! We been customers of AT&T for over 15+ years and continue to stay with them because of people like Raymond who represents this company so well! Thank you helping set up all my business accounts Raymond:) read more

Dwaine didn't help us with anything. We came in to replace and upgrade our phones and he kept getting his numbers WRONG with our trade-ins. We left the store confused and upset as he forgot to mention the fine print with the items we signed up for. He just wanted us to upgrade everything and anything and even said our bill will only increase $4 more with an ipad and apple watch. Yes, he was WRONG. We kept asking what our final monthly bill would be and he would never give us a straight answer. Seemed like he only wanted commission. If you go in to this At&t, do not speak or get help from Dwaine. read more

I came here for updated my I-phone. The place is very clean and comfortable! The staff were amazing. Specifically RIKU! He is very friendly , knowledgeable and professional!! I would highly recommend the place! read more

AT&T Store - AT&T@Ka Makana Alii - Mobile Phones Near Me - Kapolei, Hawaii

See all

Left a message for the manager (Jason) to call me because the lack of information Dwaine gave me when I first upgraded ... ya he never called me back and I called twice ... **** if u don't like to help people, please just quit. read more

We went there to upgrade and DWAINE was not very accommodating at all. The way he talked to us is like he's not interested in helping us. This is very disappointing!! I don't recommend going there if DWAINE is working! they should talk to him and let him know he was very rude and not helpful read more

This location is a large store compared to the other Kapolei corporate store. It is located in Ka Makana Ali'i near Sura Hawaii and H&M. I visited this corporate store 3 times within the past month and I've received great service on each visit. My wait times were less than 30 minutes. The staff was friendly, knowledgeable and were able to carefully add the screen protector and cases onto my new phones. The staff didn't rush me and actually took their time to explain sale promos and etc. Customer service was great even when I returned iPhone accessories that didn't end up working out. I took out 1 star for not having certain models I wanted even though the product was advertised in store. read more

Haven't been here since Covid . Today I had to come in to get my iPad looked at and as soon as I walked in no pressure to make purchase. Raymond was very welcoming and assisted me for all my needs. He was able to make my iPad work and luckily I had my main iPad with me he informed me it needed updating and did everything for me yay! Keep up the great customer service Thank You Raymond! read more

AT&T Store - Accessory wall and lots more - Mobile Phones Near Me - Kapolei, Hawaii

Dustin "DC" Cruz is the store manager here at Kamakana and provided exceptional customer service. He provided options that I didn't think about to get me the most out of my account. Not only that but this store is spacious, clean, organized and friendly. I was greeted as soon as I entered read more

Stay away as if they're the 'rona! signed up for 4 new lines to get promo rate, only to see our bill increase $60 without warning after 6months at promo rate. Been with ATT for 15 yrs, got new numbers as part of the promo, had to update accounts and contacts which is a nightmare. They hide info, going with a different carrier. We trusted in Nala the sales rep, but we got screwed in the end. read more

Thank you Inez for your wonderful customer service. I had ordered my upgraded phone online that was mailed to me and had issues along the way trying to get my cellular plan set up. I called the store to see if they were taking appts. Inez answered the phone and asked me what issues I was having and said that she would be able to assist me with the problem. As I was walking to the store, I was immediately greeted. Due to COVID, they lock the doors and only open it for customers waiting outside. Inez was able to set up my entire phone, went through a mini tutorial and gave me some tips and tricks about the iPhone model I purchased and also set up my case and screen protector. She even did my trade-in for me so that I didn't need to turn in my phone through the mail. The process did take awhile and not once did she seem bothered by it. I've walked in to other AT&T stores and did not have a good first impression, but this one, awesome experience. Thank you Ka Makana AT&T! Keep up the great customer service. read more

My daughter stopped by the AT&T store at Ka Makana Alii yesterday. We were both sort of looking for new phones. Thomas was GREAT! He listened (actually listened!) to what we were thinking of doing, and helped us get the best deal possible. Yes, he could have made a bigger sale, but he was more concerned with giving us what we wanted. I now have my first iPhone, and daughter will wait for the new model of her comes out next month, with a better camera. Thank you so much, Thomas! AT&T is lucky to have you on their team! read more

You're not going to believe this. Even after we canceled and argued with them in January. We just noticed that they have been taking out 15.70 every month since. Contacted them an continue to get the run around now talking to Amber from Directv let's see where this goes. stay tuned. Amber is now trying to tell us that they no longer associate with Directv. But our dealings and our credit card was given to At&t making them responsible. Now she's telling us they can only credit us 15.70 after they took close to 150.00. She says This sounds more like a SCAM then a mistake. read more

I came here 4 times in 3 days because of the lack of communication. They would tell me to come back the next day but failed to mention the weird hours when they wouldn't be able to help me buy a new phone. read more

I walked in to get a SIM for an old phone that was just upgraded. (Reading other reviews, I think I was helped by Ayanna.) She reviewed my account saying that a promotion that I used meant I should not move the new number to an old phone for a billing cycle. I might forfeit my promotional credits. How could that be? I paid for all the phones and pay for all the service, I wasn't happy that AT&T could have me in this bind. I walked out unhappy, without a SIM. But, I'm glad that Ayanna had my best interest in mind, giving me bad news, probably knowing that I wouldn't be happy about it today, saving me an even larger problem down the road. read more

I went there today to get my screen protector replaced because it has a life time warranty. After about ten minutes my turn comes up and when the associate finds out that all I'm in there for is a screen protector she tells me I have to wait another ten minutes for someone else to help me. I guess a screen protector under warranty doesn't get the attention that a larger purchase would have gotten because she was looking at the group behind me like if if she helped me then she would miss out on a larger sale. Well at least that's the impression I got. Maybe it's time to change phone carrier. read more

Customer service was terrible. When I first walked into the store it took a few minutes before anyone spoke with me not a issue...Then finally an employee finally greeted me and asked if I had a question. I then explained about an issue I had with a Apple charging case I bought for my phone at this store location and how it's not working properly. She then stated that they would most likely give me a new one and I needed to wait for next available Tech to help with the issue. About 30 minutes later I finally got seen and the tech said I need to take it to the Apple Store because it's a Apple product and Sorry you had to wait so long. I am Super frustrated with my wait time for a answer that took 10seconds from the other employee that didn't help my situation with this defective case. read more

(This is gonna be a long one) After getting frustrated with placing online orders from the AT&T app to upgrade multiple phones, I gave up when it started giving me different locations to pick up items from or I've submit the order, only to get an email that it was canceled due to item not in stock... I decided to come into this location cause, yay!, their evening hours aligned with mine with closing at 8pm. Raymond took us under his wing and started to process our requests...excitement and relief to get this done versus that app order I was trying earlier was starting to overcome me...not. There was an issue with getting some kind of clearance from the "mainland". Unfortunately, due to the time zone difference, they were close, so I had to come back the next day before 4pm to place this call. Raymond was apologetic and hey, we get it, he doesn't have control over business hours. Next day we came, 3:30pm... again, no one is answering mainland call. CORPORATE LISTEN!!! HOW IS HAWAII AT&T STORES SUPPOSED TO HELP CUSTOMERS IF YALL BUSINESS HOURS ARE NOT ALIGNED??? DO BETTER AND FIX IT!!! ZERO STARS FOR THIS!!! THIRD DAY, one last try and I've decided that if this remains an issue, we are switching carriers (after being with AT&T for 20+ years). This time, first thing in the morning, and we have Keahi helping us. While she was processing our orders, I've observed her, staying cool, calm, and collect with the "mainland" counterpart. Guess what?! She too, had to wait LONG on the FIRST and SECOND call. THIRD CALL... Keahi and Dwaine (yeah, I saw the other reviews about him but I didn't get that), I watched these two tag team and help each other out with the "mainland". As a customer, I was frustrated with the mainland when I tried doing the orders myself. As a consultant, they should've been able to navigate seamlessly and resolve issues during the FIRST CALL! I could sense the frustration behind the smile and I APPLAUD these two for keeping professional throughout this whole ordeal. So ZERO STARS FOR CORPORATE NOT HAVING THE TOOLS FOR HAWAII AT&T DURING LATE AFTERNOON TO EVENING HOURS TO HELP CUSTOMERS. ONE STAR FOR MAINLAND CUSTOMER SERVICE FOR NOT BEING ABLE TO HELP ON THE FIRST CALL. FIVE AMAZING BRIGHT STARS FOR KEAHI AND DWAINE FOR BEING PROFESSIONAL AND COMPOSED THROUGH IT ALL and finally, we walked out with new upgrades, a new line, and still an AT&T customer. read more

This place wasn't very professional or personal at all. The female employee tried to talk me out of my switching to the cheaper monthly plan twice. It was as if she was doing me a huge favor! read more

Was helped by Nala and she was absolutely amazing. Helped us with everything we needed and quickly too. 5 stars for the service.

I came into the store today just to change my mobile plan to a lower data rate as I do not use much data. The guy that helped me (didn't get his name) told me that the only options were a 3GB plan and Unlimited data and the price difference was only $5 after taxes. He wouldn't even let me see the tablet screen he was on to view my data usage history and price comparisons of different plans. Feeling weird about the situation, I ended up going on ATT's website at home and the rates he gave me was completely misleading and the pricing was way off - a $20 price difference and there were more plans available besides the two he mentioned. He also failed to mention the current discount rates that applied to the plans. If you go to this location do your research online first so they don't try to con you into paying more. Shady business here. read more

We've been in to this ATT store to ask simple question regarding our account. We've been met by Harley a few of those times. Each time we are met by him we are met with pure unadulterated rudeness and you can feel the disdain he has for his job and people in general. He is not helpful in anyway AT ALL!! You can always count on Harley to greet you with a frown and a growl. read more

Horrible customer service. Initially it all started with the bogo deal on a satellite a year ago. Sign up for it and get a free phone. The satellite couldn't be installed because of line of site and our neighbors house and trees was in the way. So we went in to let them know and they told us since we forfeited our phones we would have to pay for the second phone outright... so we did.. we weren't notified about the increase in the bill after a year and the 14 day policy if we were to sign up. Went in to see a manager this past Sunday in regards to our contract and was told he's on Vacation and will be back Tuesday, so we would get a call then. He never called, we called on Wednesday and left another message with the clerk and recieved a call from the same clerk not the manager on Thursday and Friday. It took 4 days to get some kind of answer that wasn't really any help. The managers don't care. When we went in on Thursday to pay for our phones outright their systems were down and went in for nothing... read more

I wasn't able to purchase anything from AT&T today due to pricing but the representative Chelsie was very pleasant to work with and wasn't pushy at all. read more

Jen if youre still at this location sorry. Some of your guys need a retrain on customer service. Theres more to it, but in the least they should say thanks at the end of things. I had to say something first before they did (two of them) read more

Ordered a phone earlier in the week to be picked up at the Kapolei location. They NEVER answer their phone and no one can tell me the status of my order!! read more

Don't ever go to see the sales rep Dwaine at this location. He treats you like he doesn't even want to be there. I'm surprised this guy still has his job.. I'm sure I'm not the only one who has a complaint about this guy.. Anyway, please handle your business with another representative. read more

The staff here is always so helpful, the store manager Simone, took her time to help me figure out my device. And although she was being pulled in 5 different directions from her staff she maintained her pleasantness, and professionalism. I went in for help and I walked out with more! Thanks AT&T for having people who value customer service. It really sets you apart!! Customer service can be under rated now a days read more