Wait time was super long so I settled in with my random deep thoughts. When it was finally my turn, dude grabbed his jacket and told the other rep that he would be back soon. AT&T gives minimal effort to keep customers happy and they can because Xfinity and Verizon are so weak. Product supply is always close to zero at AT&T. Go get your new phone here, but keep your expectations low. read more

While waiting for an hour, the working staff went from 4 to 2. No one reached out to update or made eye contact to tell us approximate wait time. The gentleman employee lesiurely conversed with his customer without ever acknowledging our presence. We eventually called the store we were waiting at. When someone finally answered, we asked how long the wait was, as we were in the store. We were told the wait was an hour. We left the Mokena store and went to the New Lenox store. A very kind girl greeted us, asked our address and told us ATT did not service our area. (when I checked my address on line, I was told to call or come in) In just a few minutes, we were on our way to Xfinity. Check out the great review of Ty at Frankfort Xfinity. read more

Make an appointment show up the guy goes on break 45 min later still waiting Terrible customer service read more

We were just in ATT to get a new screen protector installed under warranty . We had a young man named Darius helping us . He felt he needed to remove the case on the phone to install the screen protector and when he pulled the phone out of the case he busted the mirror on the case ,you could hear the mirror breaking when he removed it. We both looked at each other in shock and all he said was "you must of glued your phone in the case " then he said he didn't break it , the he put it back in the case and told me to try and remove it which I did but " so what " it's already shattered . Then he told us it was time to upgrade anyway and to get a newer better phone . I still can't believe that he kept denying breaking it . I will be calling a manager and discussing this with him or her . This is not about a $30 case it's about the principal. ... zero stars if I could . Will update after I speak to a manager . read more

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Regan is amazing! My husband died about a month ago, and I finally got the courage to take care of some thing's since he's passed. Regan was there to listen to my story and even share some of her own with me. Regan was so patient and helped walked me through so many options and help guide me to what was best. read more

AT&T in Mokena IL PLEASE don't go to me and my mom sat there for 45 minutes just for the lady just to tell us there's no iPhone she didn't do anything she just sat on her butt the whole time just to tell us there is no iPhones read more

the service was excellent. Darius was very helpful and knowledgeable. He answered all of my questions fully.

We went the store to get a new SIM card. The customer service person was texting others using his own phone while service us. He is obviously distracted the entire time and threw the new SIM card into trash can. We are thinking of getting a new line and new phone but we are not impressed by this store at all. Maybe some other providers. read more

I hate to leave negative reviews but I couldn't let this location get away with the nonsense that they provide their customers with. If you live close enough to another AT&T location, PLEASE choose that one. Don't waste your time with this "establishment" ... we are absolutely disgusted & have now switched mobile, TV & internet carriers due to the "customer service" this location provides. I don't write about many experiences I've had with businesses during the pandemic. I understand that businesses are struggling & are understaffed, I'm absolutely understanding of that. However, I went to the AT&T store in Mokena to inquire about getting a new phone as well as getting some things cleared up about our account/bill. I have never been so disgusted and fearful of my life in a full hour of being at a phone store. I made a 5:00 P.M. appointment days prior to our visit because I know walk ins are frowned upon this day in age. I walked in a few minutes before 5 and saw that all the employees were helping other customers as well as another couple waiting who seemed to be walk ins. While we were waiting, a gentleman from the back came out and one of the walk in customers approached him asking why he's not being helped. The gentleman explained to him that those ladies have an appointment & he was on his way to assist us first. The angry customer turned around, looked at me, pointed & said "I don't give a F*** about those ladies". There were more derogatory slurs / terms that were used. The employee just kept on going. I personally wouldn't confront anyone acting that way but he (who we later found out was the manager) should've asked that customer to calm down, sit back down, wait patiently OR to return when he made an appointment. It was an obvious situation that made us uncomfortable & was flat out disrespectful. The "manager" finally approached us & asked what we wanted to be helped with. We told him the make & model of the phone we wanted but he just walked away mid conversation. He walked to the back for a few minutes & came back to us... "what do you need again?". We repeated the phone that we were looking at. He immediately shot us down and said "They don't really carry Galaxy phones anymore". HOW DO YOU NOT CARRY GALAXY PHONES ANYMORE WHEN THERE'S 8 DIFFERENT MODELS ON DISPLAY?! (side thought). He proceeded to tell us we can get it on the app but was not willing to show us how to utilize the app & help us order it if they couldn't service our needs at your authorized retailer. We then said we had other questions about our bill/account. He then told us "I'm JUST the manager & my employees are helping other people. I don't have access to accounts. And we are understaffed so there's going to be a long wait." How do YOU as a manager NOT have access to everything that your employees have access to? YOU as a manager should be jumping in and helping your coworkers assist customers while you're business is understaffed. What was the point of even making an appointment? We walked right out. We clearly were not going to be helped nor did we want to give them our business when they were so incredibly rude. After sitting with my thoughts for a week, I'm proud to say I've switched carriers. I have NEVER been more upset about how I was treated as an AT&T customer. I will absolutely NEVER return. (PS AT&T, where's my $116 refund that was promised in October after following up 4 times? We moved, you took a payment 60 days after canceling our services & have yet to pay us back. I've called, been promised a gift card would be sent ... it didn't show up. Called again... another gift card would show up. Called a 3rd time ... a refund would deposit before the 1st due to end of the year closings. Called a 4th time ... nothing.) read more

Rarely am I pleasantly surprised when having to go into a physical store for cell phone account issues. However I am happy to report this last visit was the exception!! After receiving an incorrect sized replacement SIM card in the mail.. I had to go in to a store.. Thankfully Brendan was AWESOME !! Patient, professional and very helpful. I'm a firm believer that people should praise just as loud as the complain so.... Great Job Brendan! read more

Well, to start with you need to update your information. There is no curbside pick up, nor are you even open. Evidently you moved all of your business to the New Lenox location. Thanks for giving me the option to in store pick up my order, but not give me the courtesy of telling me you were closed. I have been on the AT&T Reps, basically, all day trying to figure out how to get my new phones to active my my new plan. Thank you AT&T for wasting my day. UPDATE: You straight cancelled my entire order. You didn't even have the courtesy to call, text or email me. Thank you for that. I get to undone the massive mistake of signing a contract with AT&T. read more

So, for all of you that may have joined the att screen/glass program. Today I went in without an appointment-I was just grabbing a new glass(or so I thought). I was told I'd need to wait unless I purchased a different brand. No I couldn't just get handed a new one and walk out. I waited 30 minutes, walked back in the store and was told sorry you'll need to wait longer. I PURCHASED THIS ITEM ALREADY ! Why do I need to wait 35 minutes plus?! No one here can ring up an accessory (that's free to me)?! I get COVID has restrictions, but this was not that. read more

There is a review under Carol G I would like to state that I made a huge mistake on the review! The previous review was meant for the New Lenox store! The Mokena store was an entirely different experience! Very clean environment and very helpful person taking care of me the young woman that took care of me took the time to help me. My issue was not major but I couldn't figure it out myself the sweet person took the time to help me and also acknowledge my complaint on Yelp when I realized it was the wrong store I was mortified so here I am to tell you the previous one star bad review was sincerely meant for the New Lenox store! read more

Thank you very much to Kayla and Marco... I had to stop in yesterday to cancel a line. Kayla could not have been more helpful or understanding with helping me with my administrative issues. When my Mom was alive she used to come into this store for help all the time (she was a total luddite with an iPhone :))~ she always used to say how nice and helpful everyone in this store is, too. Marco also set me up with a new car charger for my phone. Super helpful and friendly staff. Come here if you are an AT&T customer. read more

If you have dealt with ATT in any capacity a poor review is not surprising. No help whatsoever from the employees. They can mess up your account but have no idea how to fix it or don't want to take the time. read more

Could not have been more pleased with Mike and the service we received on Thursday. He took the time to check out the phone and run some tests. He was wonderful explaining all of it to us. read more

If you enjoy hearing a myriad of ways in which a company can't help you, feel free to purchase a product and service from this AT&T. I had a brand new iPhone 7, about 30 days old, wouldn't power on or start. After speaking with the sales Rep, and escalating to his manager, I heard the same "pull a string on my neck line" - can't help you - Go to apple. Absolutely ridiculous that a company like AT&T can't figure out how to replace devices like any other Value Added Reseller would do within 30 days. Monopoly Mentality at work. I'll be taking my family and as many clients as possible to new solutions at AT&T's competitors. Anyone in the business looking to capture churn of customers should feel free to hang out around this store. read more

Don't walk away from this store, RUN! I agree with the other negative reviews where you keep giving them another chance and they still try to scam you! Happened again today and simply walked out when the sales person tried to scam me Into a bad plan. Sign says $199 with a two year agreement. However they try to talk you into monthly payment totaling $649!!!! Beware of this place and work on the Internet or call AT&T directly for better deals. I honestly don't understand their marketing plan! Just hoping to find uninformed buyers they can sucker into higher commissions I guess. read more

Thank you to our salesperson Yami Rangel for an absolutely amazing experience. Standing ovation! I was three days into a 16 day vacation back to the Midwest when my phone died! As in, not salvageable. I know about my phone, my plan, AT&T protocol, and the impossibility of getting a replacement and not spending a fortune. Yami came through and saved the day! Long story short, I had a replacement device shipped to my in-laws' address less than 18 HOURS later. Yami got it done! She was cool, calm, competent and put a serious premium on providing top-notch customer service. Thanks, Yami! You're a real one! read more

I've never had a single good experience, not since before Cingular was acquired by ATT eons ago when calling into their 800 number. Last year their manager Nick came to the rescue to help us sort out a promotion that their 800 customer service refused to acknowledge (fortunately we had screenshots to prove), an issue that required several calls and trips to the store. It took over 8 months, I kid you not, of all this exhausting back and fourth to get reimbursed for incorrect internet charges. It is shocking that their 800 line and loyalty program was unfamiliar with their own promotions. Thank you Nick. Fast forward to Black Friday of this year, I decided to upgrade my phone and trade in my old device. The email shows that I would first receive my new device, then separately within 5-7 days, a trade in package and shipping materials that never arrived. This led me to call customer service, spoke to 3 people - first CS rep told me he didn't have access. 2nd said this is outside of his scope. 3rd goes loyalty dept who recc that I to go to the store. My closest store was an auth dealer and directed me to a corporate store, 35 minutes away. So here we are again, getting passed around. I got in touch with their manager Kayla, who patiently heard me out and was able to resolve. She said for whatever reason they never dispatched the trade in package, so I would have waited endlessly. When I arrived, Ryan helped process the request quickly, clearly explained what to expect in the trade in value credited back over 30 month period. I was in and out in less than 10 minutes. All this to illustrate how this store has never failed us. Kayla is so understanding and Ryan was fun. This would have been the final straw if it weren't for this store. Faith has been restored. Thanks so much for all your help! Love you guys. 10 stars if I could. Happy holidays read more

If you want to deal with the most incompetent people on the face of the earth, come here! I agree 110% with Nancy G.. Third time coming to the store and leave each time more frustrated than the last. Today I swear I saw one cheery female greeter slightly smirk after another fruitless attempt to give this company my business. It is like pulling teeth. If I wasn't a law student on a budget, I would take my business elsewhere. One last hilarious side note, my first experience at this store included a grown employee walking around the store making animal noises, in an attempt to flirt with a female employee, while there was a line of customers waiting for employee help! Also note how the positive reviews are from years ago, this branch has fallen far, from a company which once took pride in it's customer service. Seek other alternatives! AT&T Mokena stay professional! read more

Very bad customer service, recently opened a line at a non-corporate store.. ran into an account issue. When talked to AT&T over the phone they advices me to head into this store since it is a corporate store, when I walked in they seem nice to assist but once I told them that I wasn't looking to buy or upgrade they refused to help with my account issues. Young lady would talk over me saying "sorry but there is nothing I can do" over and over. The worst experience I've had. Once again go on the phone with AT&T and they serviced me better. read more

My mom, dad and I had the best experience here. Jamie and Ryan helped us out and reduced our monthly bill by about 25 dollars a piece! Jamie was super nice and explained our options so well. I had an appointment to go to, but my phone was not finished updating by the time I had to go. They told me I could leave my phones there and come back after my appointment. Jamie stayed and waited until my phone was done updating and until I made it back from my appointment, even after she was scheduled to go home. Awesome customer service! Jamie deserves a bonus! read more

Buy from an Apple Store instead, just to return a phone case requires an hour wait. No one answers phones, they act like they're too busy by hiding in the back room. I'll never buy from here again. Update: Spoke with the Mokena store manager Nick about returning the phone case, he said there would be no way possible to return a phone case without waiting in a line where people are choosing phones and signing contracts and likely take no less than 30 min per transaction. I asked if he would make an exception seeing it would take no more than 5 min to return a case. Absolutely not, I had to wait min of 30 min to return this case. Called ATT customer support, same thing, had to do whatever the manager said. I happened to be in Orland Park ATT one day, walked into the store and told them I had a return. The store manager, Orlando, asked what I was returning. I told him a phone case. In spite of the store being busy, he didn't place me on their waiting list, he walked me over to the register and returned the case. He didn't think it was appropriate to wait in line for a 5 min return. So no more purchases from Mokena so long as Nick the D@#ck works there. I would suggest avoiding ATT altogether and purchase from Best Buy or an Apple store, no chance of waiting in long lines for returns. Kudos to Orlando from Orland Park! Won't be buying anything from Mokena and I would suggest others avoid purchasing from here also. I've been an ATT customer since 2005 and update my phones every year. read more

Walked in today and was greeted by entire team. The wait time yesterday was less than 5 minutes, most likely due to the beautiful weather. MO is amazing . He is charming and kind and quick to get your problems fixed quickly and efficiently. His customer service is exceptional and it says ALOT about a manager when he treats his staff as well as his customers. read more

One star is too kind for this disaster! No matter what time of day or how many customers, there is a wait. The employees hide in back while you stand there! Slowly and reluctantly they come out at a snails pace to NOT help. Most of them are uninformed and tell you all the things they CAN'T do to help. They always say the support team will call to help you we cant do it here. They dont want to do it there! They say it would cause delays! The whole place is a delay! They may have to come out of the cave and actually work is the truth. AT&T corporate should pay that dump a visit and make some changes. HURRY UP AND WAIT! should be the MOKENA locations new jingle! read more

They couldn't really answer my question about transferring a pay as you go account so I went home and called at&t. Then I started buying a new phone online but thought it would be easier to get it from the store but the gentleman said there was no iPhone 8 with 128 (though that is available online). He said they only made 64 or 256. So I went back home and ordered it online. My advice: avoid the store and just go online or call at&t. read more

I saw the phone I just bought on sale at a big box and I called to let them know. They told me to come in with the ad and they would take care of me. I signed in and was acknowledged right away. Then two more associates assured me that someone would be right with me. The guy who sold me the phone spotted me and took care of everything in under 5. Wow! Very impressive turn around. I am glad I switched. read more

This is one of the better AT&T locations I have visited. The staff is friendly and honest. They don't waste your time here like they do at some stores (oak lawn). You should be able to get seen here relatively quickly even when there's a wait. They clearly post wait times if it's busy so at least you know what you're in for. read more

Worst customer service ever. Pushy salesmen who only care about maximizing their commissions. Jose was unprofessional, unhelpful, and aggressive. If you can choose another store (or cellphone provider) do so. read more

The best experience I have had in a phone store period. It was so refreshing. No pressure, all my questions answered and no fifty item upsell. I knew what I wanted and the guy helped me get it and get out. I told him I wanted this phone and no extra plan or protection. And I was in and out in under 20 min. If I ever need to go to an ATT store for anything I'm coming here. These people are on the ball and know what you want. read more

Christina was not a very friendly customer service rep. She was rude and condescending to my grandmother; even cut her off speaking. We did leave with what we came in for. That's the only reason I'm giving 2 stars. read more

Customer service continues to get worse every day. Never again will I go here and most likely switching services completely.

Wow what a difference. I was greeted as I walked in and instructed to sign in and I would be helped. The store was crowded but it went fast. I purchased my new phone no problems. Both employees I dealt with were on top of there game. Very helpful and answered all my questions. Great service. read more

My wife wanted to upgrade from her iPhone 6 ti an iPhone X, we went in and the sales person told us there was a special promotion. Switch from DirectTv(att) to U-verse (also Att) and I could upgrade my iPhone 8 to an iPhoneX for free. Seemed hard to believe but we did it, the sales woman explained that for 3-4 months we would be charged for both phone but I would then receive a credit. Because I auto pay I didn't look back, my son had bought an upgraded iPhone so he was paying me back. I looked on my account and noticed that I was still paying on the first two phone payment 9/24. Went back to the store and they essentially called me a lier. No such promotion existed. Then why would I change me Tv/internet service at the same time if my story was concocted. Corporate on the phone was no better. I plan I filing with the BBB. read more

I would give this place 0 stars if I could. The store is full of unhelpful people standing around clicking on their iPads. The few times I've been here I've left frustrated and will not return. If you want to buy something simple like a phone charger you have to wait in the queue until one of their associates is able to help you even if you have it in your hand ready to pay. read more

I upgraded to a Samsung Galaxy S10 and was surprised to find that the texting did not work on the phone. I spent nearly 45 minutes with an online tech to no avail. I was told by an employee at the store that the phone needed to be dealt with by the "warranty" process and that they couldn't help me directly (without a $40 restocking fee involved). Needless to say, after just spending $900, I wasn't going to shell out $40 more for a new phone. I returned to the store the next day and saw Ebony, my sales consultant, and she knew exactly what to do with the phone and got it working perfectly. Ebony rocks! read more

Avoid this place like a plague! Horrible customer service. Also, there is minimal verification of anyone, I've seen it. Horribly ran store!

This store has no idea about customer service. The employees only care about selling ypu a new phone, After making my wife and I wait for over an hour they described my I phone 6 p[us that has been incased in one of there cases since purchase as junk. They told me the phone would not turn on again.. One call to apple and a little instruction the phone is back on and working as it should. Stay away from this store!!!!!!!!! read more

My mother and I just left this store and I have to say that Derrick was fantastic! He took care of us promptly and gave us awesome service. He reviewed our options and even came up with a more economical solution. I would definitely return to this store & to Derrick! read more