I hope this is the right store, I'm rating the one INSIDE the mall not the one outside.. We did go into the one outside to preorder the iPhone 6, and we're told it would be a 2 hour wait to speak to a sales rep! Ok ... We left our number and they would send us a text when we were next.. We decided to kill time by walking into the University Mall till we got the text.. We saw another AT&T store and went inside, it was less than 5 min before we were greeted and helped.. The sales rep GABE was absolutely AWESOME .. As he started to order the iPhone 6 , my husband asked him about the samsung 3, that started a whole new conversation , GABE happened to own the Samsung 3 and was saying how happy he is with it and so on.. That changed my husbands mind about the 6, Gabe took the time to briefly show him all the cool things this phone can do vs the iPhone , we spent well over 2 hours with Gabe and by that time we got the text from the outside store.. Well.... We no longer needed them!! Gabe suggested to my husband to go to our local Best Buy (in LV) and ask the samsung rep for help and take a "class" , there's so much to learn about this phone.. Gabe didn't have to do what he did, he could've just taken our preorder and send us on our way, but he took the time ( 2+hrs) with us and went way beyond customer service .. Wow.. He's a total asset to the AT&T company! GIVE GABE A RAISE!! We'll be traveling to Provo a lot and if we ever need anything from AT&T , Gabe will be our guy!! read more

Very disappointed with them. They screw their customers over due to lack of trained employees via telephone and in store. They made a big mistake and manage to delete my brother off the account because he changed the color of his phone before it was shipped out. Which they said I could do. next thing you know his rate is higher and I was removed from the account. they told him that he needed to go in person which he couldn't do because he was in Colorado for months. They wouldn't let him do It in person in Colorado or over the phone they wanted me to drive 9 hours to fix it. He came today in Utah with me and my wife to fix it. The people in store told him they couldn't do anything about it and he needed to call costcos branch because it's own thing through AT&T which he was told Differently. He spent 3 hours on the phone after being told in store that he would be credited 250 dollars because he got over charged due to the fact AT&T removed him from the plan. He calls the number that was given, all the people just kept transferring and transferring. None of the staff on the phone knew what to do. So because they didn't know what to do they just blamed him. Which is very disappointing. They will be losing customers soon. Do not join AT&T read more

They don't even have the phones they are selling in store. We had to put an order in, they said it would take 3 days and it's been 10, so stupid!! read more

Loved the service here I got helped by Jorge he helped me pick out my new phone and a case for it told me what plan would be best for me and didn't have to stress much about anything else clean and easy. read more

AT&T has become a company that cares about them not the customers!! It sucks that I when to your store and they charge me for something that I didn't go out of your store with!!! They don't have access to cancel a transaction!!!! That is bullshit!!! read more

All I went in for was to buy a new phone and it took 2 hours...it took about an hour for someone to help me because they only had 1 employee there. They offered me promotions that were expired then backed out when they remembered they weren't valid anymore. Super dissatisfied. read more

Ripped off by AT&T Orem University location. Mid-September 2018: Signed up for 4 (2 still unwrapped) phones new service. When 2 of the phones would not receive service all were returned within a couple days for request of cancellation of phones and all lines. This was well within the 14 day return policy with no fees. Sept2018-February 2019: We received a bill for $560+. 2 lines for a 5-6 days? After Dozens of calls to customer service (1.5hrs each), and dozens of trips to the Orem store since then it is still not resolved. They charged the card we used to get the phones without our permission so we disputed and AT&T also told the bank it was not valid so the charge was returned. Since September for 6 months: Customer service says that the store did not cancel the lines as they were supposed to and that there should be a credit in full but they need to put in a ticket for credit. The store first said in September, October, November, and December that they did everything correct and they will resolve this for us. February 12,2019: Now we are getting calls from Creditors saying AT&T forwarded it to collections. Total is $670+. The trip to the store said we won't escalate to regional manager and we just can't help you so call customer care again. The calls to customer care creates a ticket and then after 7-10 days waiting as requested to resolve we call back to hear that they closed the ticket. Is there anything a person can do against big companies? Because it's either pay these thieves to save the credit or more for legal. Save yourself! Beware! read more

I've been having some serious problems with robocalls. They call about 45 times a day. I went in very upset and the staff was incredibly nice and pointed me to resources that would block these numbers. So far the resources they led me to have been super beneficial. Very grateful for the employees. Thank you!!! read more

Donny and Rami were both great in assisting us today in the purchase of two new phones -- Both very professional, knew their product and service -- Thanks ATT Store -- read more

I went in to this store a few weeks ago about to switch to Verizon and Audrea the Manager explained the advantages of staying with AT&T who I've been with for 12 years to me in a very simple way comparing my quotes with Verizon to AT&T. I would have paid $43 a month more with Verizon for the exact same plan. Thanks Audrea! read more

I bought a plan on the "buy one get one free" thing. It turns out it wasn't free - they rebated my phone - very slowly. Fine. But I had to get a particular phone. It sucked. I wanted to hand it to my jobless friend, but I had to pay it off first. Pay it off? It was supposed to be free! So I was ready to pay it off and just use my old phone - that one doesn't suck like the new one. But if I hand the suckful phone to my friend, they don't pay it off any more. Be good to a jobless friend equals get smacked by a very non-free free phone, according to AT&T. Now I have to put a phone in the drawer when my jobless friend could very much use it. Does AT&T suck? I'll do everything in my power to let people know how much they really care absolutely nothing about customer service. read more

Thank you so much for the quick help! My husband needed a new phone and the employee helped get us a better plan to save us money! The best part was that we were in and out in 30 minutes! This has never happened at any authorized retailer we have visited in Utah County. It usually take at least an hour to do anything. You guys rock! read more

My husband just bought me a brand new iPhone 6s as a surprise. He gave it to me on our lunch date. It was the wrong color so I called and asked if I could change the color since I hadn't even turned it on yet. They told me they would charge me a $35 "restocking fee" to do this. THE PHONE WAS $849.00!!! I won't pay that made up fee out of principal so now I am going to be annoyed that we used their location for as long as I have this phone (4 years?) and I will NEVER SUPPORT THIS LOCATION AGAIN. $35 to hand me another box after I just spent $849 in your store?? Bad business. (Store with doors outside not kiosk). read more

This is for the AT&T store outside the University mall near Jared's . The worst experience I have ever had with any business. Total deception from the beginning. Switched from Sprint because the sales rep (Alan) showed us a rate plan including tax which was supposedly lower. He then set up our plan with two separate accounts which doubled our payment. After 3 months of hell, and going to another AT&T store for help, I finally received credit for the overcharges. Now my bill is still $30 a month more than I was quoted. I even have the quote from the store, in writing! The store manager (Alexander) refuses to honor the quote. I have spent well over 20 hrs trying to work this out only to now have the manager tell me he will not correct it and honor the quote, in writing, we received. NEVER go to this location for help. Absolutely the worst customer service I have ever experienced in my 40 years of doing business with ANY company, period! An absolute joke of an organization and management. read more

These guys are crooks. I was told I could upgrade from my shared data plan of 10 gig to 30 gig at no additional cost. I was surprised, so I questioned them on it. They assured me it was the case. It turns out they gave me "mis-information" and I am now paying $30 additional per month. When I returned they said they would/could do nothing about it and to call customer service. I did and got no resolution. They pulled the classic bait and switch and did nothing to correct it. Here I come, Verizon!!!!!! read more

Walked in and we were immediately greeted and helped with a friendly knowledgable sales person. 100x's better then the T-Moble store we just came from. We're shopping for an in-law. I've been with AT&T for years, ever since they were CellularOne. I've always been completely satisfied with AT&T. read more

This review pertains to AT&T in general and to this particular store. Our family has been a longtime customer of AT&T (30+ years), but we have been dissatisfied with poor customer service, overpriced family plan, and a malfunctioning iPhone 5 that hasn't kept a solid charge for more than 5 minutes since it was purchased. I visited this location to give AT&T one last chance to address our concerns and earn our business back. While I was promptly greeted by a salesman (Don, I think) and taken to a table to discuss my grievances, the employee's poor attitude, lack of listening skills, and arrogance solidified my flight from AT&T. I didn't come for an argument, but that's what I got. The salesman seemed nice enough at first and asked what was going on. I explained that my family's longtime loyalty had been unappreciated. We have been paying over $215 per month for 4 lines, 30g of data (which has been way above market rates for a while) and are looking for more value since competitors like T-Mobile and Verizon are offering unlimited plans for 4 lines for $160-$185 per month. I also explained the situation with the broken iPhone 5 and how AT&T corporate and the 16th North store have been useless in correcting the problem. I asked, "What is AT&T willing to do to keep our business?" Nothing, it turned out. Don was super defensive and curt. He said that Apple, not AT&T, is responsible for warranties, period I reminded him that we bought the phone from AT&T, yet it has done nothing to help facilitate the warranty process or provide other options. He actually lectured me about how we should have come to his store to address our problems first and should not have trusted an authorized retailer to fix the problem. Uh, I'm the customer here. It's not my responsibility to do AT&T's job. He then explained the history behind AT&T's phone strategy and how phone companies are moving to unlimited plans because of improved networks. I didn't care about that; I wanted to know why, after being a customer for decades, we were still overpaying for an outdated 30g plan when brand new customers were getting unlimited data for much cheaper. He was able to offer a better plan than what we have now, but he wouldn't match T-Mobile or Verizon. I asked him what my incentive was to stay, reminding him that our experience has been poor and seems to match a lot of other customers since AT&T has consistently been the carrier bleeding the most subscribers per quarter and shed 67,000 customers in Q4 2016 (https://www.morningstar.com/news/dow-jones/TDJNDN_2017012513505/att-revenue-declines.html). All he could offer was a flimsy, canned response about getting good customer service at the store. I told him that I wasn't feeling the good customer service at that point. When it became clear he didn't care to help, I thanked him and said goodbye. We will be taking our business elsewhere. Advice to AT&T: Your salespeople need to be retrained and fast. Instead of feeding customers BS and excuses, try listening and offering solutions. We could have been persuaded to stay, even if the plan were a bit more expensive than competitors, but you offered no reason to do so. Also, it's super tacky and sad if your employees have to bash AT&T authorized retailers as part of their pitch. AT&T, YOU are responsible for ALL channels that carry your brand name, and so far I am less than impressed with my experience in any of them. read more

Logan Salom was who helped my husband and he was so extremely pushy and kept on insisting my husband bought the 64g instead of the 32g. He wouldnt stop pushing my husband to upgrade to a bigger gig. Finally my husband got upset with him and demanded him to just sell him the 32g. He agreed to go ahead and get the 32g for my husband so he went to the back to get it. He came out and said oh we only have the 64g so I guess you'll have to get that one instead as he processed to check him out. Keep in mind that my husband called not even 10 min before making sure they had that exact phone in the 32g available and they said they did. My husband got so mad at the guy for lying! Yet and he again kept trying to sell my husband the 64g. My husband told him off and walked out. This is so crazy to me that Logan was so desperate to sell a 64g that he would loose a customer completely over it. In my opinion this store is extremely unprofessional. There just the typical dirty salesmen! Don't trust them! Don't even go in because you will be pushed into something your not wanting to get. Pretty sad to see such dishonest, pushy people working for a company that I've trusted for years. We decided to go to the store on 1600 N on state street in Orem and they were honest, friendly and so helpful. We were in and out with a new phone in less then 30 min!! read more

This store was terrible (the one outside the mall). The service representatives were understanding in person but never followed through with their promises. I went in once and called a couple of other times asking about the status of my bill. They never got back to me. I eventually had to call AT&T customer service to take care of the problem. They were full of empty promises. read more