Excellent customer service. Much better than the other Mentor location because this is a corporate store, not an "authorized reseller". Tommy took amazing care of us. He was knowledgeable, efficient, and quick. read more

I went here to get my phone replaced through asurion telling me to come to the store and the guy told me I had to do it online and he couldn't help. I called the next closest ATT and they were like yeah come on and we will help you out lol. Maybe just laziness or he didn't know what to do. Confusing that when you make a claim online it tells you to go to the store read more

3/25/2023 I recently upgraded 2 phones eligible for your trade in program. I was informed by the specialist that I could return my iphone 8's in at any store. I upgraded to the Iphone 14 and stopped in at the Mentor, Ohio store to drop them off. I was the only customer in the store and was told by both manager Tyler Kline and sales consultant Kevin Corrao they would not take possession of the phones due to liability issues. At no time did either of representatives move from their kiosk position to greet myself to explain any of the policies and were extremely rude with their lack of response. Both representatives continued to play game son their phones the entire time I was in the store. This is a lack of transparency on the part of ATT and potentially an engagement in a bait and switch program to have customers upgrade with the understanding they will receive a discount upon return of the original phones. It appears that ATT has an understanding with their store managers and sales representatives to refuse acceptance of trade in phones thus complicating the procedure with the goal of frustrating a customer to the point they do not turn the phones in and receive the appropriate discount. I have attempted to call and report this situation and spoke with 2 other representatives as well as now am awaiting a manager call back. I am distressed with the level of customer service ATT is providing in this instance and will seek all applicable measures and remedies. Tyler Kline email: tyler.kline@allianceatt.com and Kevin Carrao email: kevin.corrao@allianceatt.com. I await your timely response and remedy. read more

First, the store employees or managers didn't open on time. The store hours on Saturday are 9am, but the doors didn't open until 9:03am. Second, we scheduled our appointments for 9am the day before thinking that appointments actually mean something. However, the two male workers didn't even look at the appointment screen that had our name on it for our 9am appointment. Keep in mind, our name was the only name on the screen. Third, the two male employees or managers, proceeded to take two other customers that my husband held the door open for as the doors were unlocked, so they entered the store a second ahead of us. My question to ATT is the following: What's the point of allowing customers to schedule an appointment, receive an email confirmation about the appointment, and even two text messages confirming the appointment and then be totally and completely ignored? Here's the ending: When we were finally seen 42 minutes after our scheduled time, the male employee said, "I'm sorry I didn't know you had an appointment." Really? Unreal ATT! read more

When we moved to Willoughby last year, I signed up with AT&T U-verse and DIRECTV. The only reason I am still an AT&T customer is LATEIKA SMITH at the Mentor Avenue store. She is patient, intelligent, persistent, and polite; in other words she is the perfect customer service representative in an age when customer service is becoming less and less civilized. Realizing that we only watched a couple of stations, plus football, out of the hundreds of stations available, we asked ourselves, "Is this really worth $150 per month?" "No." So my wife called and cancelled the DIRECTV portion of our service. She scheduled termination so that we could at least watch the OSU - Virginia Tech game. Out of capriciousness or vindictiveness, they dropped our service 24 hours before they were supposed to. And that was when the nightmare began. I had made the horrible mistake of allowing them into our account to withdraw our monthly payment. DIRECTV cancelled our service but continued to extort money from our account. My wife made several calls to get the mess straightened out, but DIRECTV refused to listen to her. They talked over her, ignored her explanation of THEIR MISTAKE (or attempted thievery), and reduced her to total frustration. Interestingly a colleague at the Cleveland Clinic said her husband had exactly the same telephone experience with DIRECTV. Because of my wife's time limitations, I decided to go to the AT&T store myself to resolve our issues. My plan was to get my bill straightened out and then drop AT&T , too, for not having the good sense to get rid of their relationship with DIRECTV. Lateika Smith (and only Lateika Smith) completely changed my mind. So I am, at least for now, a very happy AT&T customer. Thank you again, Lateika, for the fine work that you do. You have a great career ahead of you. read more

I was originally very happy with this store, they sold me on a plan that sounded great, including 5 phones and 2 watches.... until the bill came for over $600. I called 611 a few times with zero help and returned to the store. Since the employee knew what he had sold me they seemed very willing to help get it straightened out at first and said they would do so within a day. Through multiple visits and phone calls I was delayed up until my bill was due 2 1/2 weeks later. At this time they put on a nominal discount of which the amount made no sense, I returned to the store one more time in order to get this corrected before my auto payment. At this time they basically made up some numbers, threw on another small discount that didn't make any sense and started to treat me as if I were out of line and annoying for wanting my bill corrected. I believe these small discounts were to try and appease me enough to just go away and pay the bill. I decided to call ATT again and after 3 calls and on the phone more than 2 1/2 hours the Customer Loyalty department (which i found is the only department to talk to in terms of fixing anything) looked through my account and CORRECTED MY BILL, which lowered it by more than HALF! This was way too much time and effort given to get what I was originally quoted by the store a month ago. read more

The AT&T phone support is terrible. Waited online for 1/2 hour only to be disconnected when transferred for the second time. I called back and was on hold for another 45 minutes before I decided to hang up and go to the store in Mentor. My voicemail on my new AT&T phone was not working. The woman who helped me said it was an Apple problem and that I should call Apple. I called Apple and they answered the phone in seconds and verified that the problem was with AT&T. So now I went to the Willoughby store and the young man who helped me was able to fix the issue after about 20 minutes of troubleshooting. This should have been handled on my first call to AT&T instead of having me drive to 2 different stores and waste a few hours of my time. Really bad phone support every time I call!! read more

My phone hasn't been working correctly for a little while now. I went to AT&T to get the IPhone 13 pro max and they told me it would arrive at the latest the 23. When the 23rd came I still didn't have it, and they told me it would be at my house on the 27th. So like a good person I waited. It is now the 27th, I have waited more then a month, and I still don't have my phone. I even payed $90 for express shipping to my house. Still not here. I understand shipping delays but with something like a phone you'd think they'd at least try to get it to their customers faster. My phone currently is barely functioning, barely charging, and I can't even listen to music. Their customer service is garbage and I wouldn't recommend this place to anyone. My advice get a new phone carrier because these people don't care about your time or your money. read more

Rico and Robert have been excellent, gave me the best service I have ever had. Keep up the good work gentlemen.

If you want to get lied to by workers who could care less about you or your problems AT&T in Mentor is the store for you. We where overcharged by 100 dollars on our monthly bill than what we stated the price would be. We had a family emergency and they could not contact us after being told we were in the coverage area. There has been multiple problems with AT&T and every time we call they refuse to even look into the problem. My advice to you is go or stay with Verizon don't make the same major mistake we did. read more

Great location, terrible customer service. I was there for 15 minutes, and no one even bothered to say hello. I'm a 20 year AT&T customer with multiple phones, and other services. Not for long. read more

This is comically the worst store I have ever been in. Not the worst cell phone store I have ever been in, the worst store period. TLDR: Get back in your car, make a harrowing left turn onto Mentor Ave. and drive the 5 miles or so east to the other AT&T location at 9570 Mentor Ave, Mentor, OH 44060. I did not know of the other aforementioned AT&T store at the time of my punishment in this purgatory. I had willingly gone to this place on several occasions and the pain was always the same. I won't bore you with multiple anecdotes, simply read this one and know that each experience I have had there has been comparable. I needed something fixed with my cellphone. I decided to take time off work so that I would arrive at a time when the place had a low likelihood of being busy as I had already had much difficulty at this location. I arrived at 2:30pm on a Tuesday. I walked in and stood near the entrance for about 10 minutes. Nobody greeted me. I walked around for another 5, went to the back desk, nobody there. There were a few reps talking to people at the tables around the store. Nothing changed for these 15 minutes. One of the reps got up to get something from a cabinet. I intercepted him and asked what I should do if I would like to speak to somebody. He told me to wait. I waited for about another 15 minutes or so and pretended to be interested in the floor models as there was only one TV playing a loop of adverts and all the couches in front of it were occupied. After that second 15 minutes I again intercepted a different sales rep who informed me that I needed to sign in. I asked if he could do that for me and he did so (although he was pretty rude about it). He told me that I was 4th in line. I waited about half-an-hour. Nothing changed whatsoever. Nobody left, nobody came in. It was like an episode of the twilight zone. I intercepted the second sales rep who checked me in and inquired about my place in line. He said that I was still 4th. I then asked (after spending about an hour in the store) if I could set up an appointment and come back. I was told that the only opening was at 6:15pm. I signed up for it and left. At 6:10pm I returned, entered, walked to the nearest rep and said that I had an appointment for 6:15. He checked his tablet said I was 3rd in line. I said no, I had an appointment. He said I was 3rd in line. I told him that I had made the appointment at approximately 3:30pm earlier that day and was told to come back at 6:15pm. He said I was 3rd in line. I left and shortly thereafter, discovered the other AT&T location at 9570 Mentor Ave, Mentor, OH 44060, and got immediate service. I never set foot in that terrible place again. read more