Welp, that was an adventure. A 3-hour tour, if you will. Came in to merge our cell phone accounts. Coming in with a request to build a time machine and do some light vector mathematics would have been an easier ask. Inside the store was one lonely employee sitting at a table. Playing on his phone, backpack discarded on the counter, and just absolutely having the life sucked out of him by having to be bothered to help a customer. (Dear reader, the store was completely empty.) So he does have to do some work and attempt to help us. Which means he can't watch whatever he was watching on his phone. This annoyed him. So he put whatever he was watching on some other device in the store, for all to hear. (Dear reader, this was not exactly something of an appropriate nature.) He says he's unable to help us because of an issue with one of our accounts. Says the best thing to do is call customer service. We call the customer service number while inside the store. The customer service rep we get tells us that the employee can help us and is essentially lying. Back and forth we go. The employee eventually mutters words and hangs up our phone on our call with customer service. Now, suddenly and shockingly out of absolutely nowhere, there's a number the employee can call that is just for employees who need help assisting a customer! To just cut to the chase here, the employee basically disengaged, handed the call over to us, and the rep from the employee call number took care of us and did all the work. And yes, this did indeed all take hours. End result was an unhelpful employee and we could've just done it all by phone. (And here we thought it'd be easier to go to a store in-person and have an employee help us.) read more

CAUTION: You WILL get scammed at this store. We've been with AT&T for over 15 years, so when I say this store is the one that made me switch just know there were plenty of other times I felt like it but didn't. Don't remember the girl's name (she was short and husky, blonde, and was the first to greet us with a smile). When we were upgrading one of our phones she saw our plan was old and there was a better cheaper one available. Naturally we jumped at the deal. But because of her "deal" we're now paying over $150 a month more than we were previously. I won't go into details because I don't even understand what happened but corporate won't revert any of the changes or help out because of the way she changed our plan. She said she was saving us money but instead scammed me into giving her a commission. Don't go to this store. Don't use AT&T. I'll use cricket wireless before I go back to AT&T. read more

Need more staff. I'm sitting here in the store. It's been 45 minutes and the ONE employee is still helping another family. He just pulled up a chair to sit down with them so I have no hope of getting help anytime soon. If my husband hadn't shattered his old phone I'd leave and come back another time but were stuck. I know there are staffing issues due to Covid but this has been an issue at this store for years. Well, I'm going to try to get some shuteye. Maybe after a nap he'll be available. read more

Worst ATT store I've been to. They desperately need more staff or someone to simply screen to see what customers are looking to buy something quickly vs someone wanting to spend an hour going through every plan option. Had to cancel an online order I was trying to pick up because staff sat talking about the Bears Giants game for 45 minutes. I will switch to Verizon before going back to this store. Customer service is substandard and disappointing read more

This is a very clean store that has everything an AT&T customer could want...albeit at a major markup, at least for the accessories. I'd probably give a 3 1/2 stars based on the way you're pounced upon as if I was walking onto a used-car lot, but some may see that as "prompt" customer service so I'll comp them the 1/2 star. If you want tempered glass screen protectors, cases or whatever, go online and save yourself from 80-90% off the price they charge here. It's almost ludicrous but I'm sure the company makes loads off of less savvy shoppers. So why 4 stars, besides what I've said up there? Well it comes down to having what I wanted, being able to be confident in your purchase (vice buying from some rando, all flavors cell store), and they made my upgrade process quick and painless. read more

What fabulous service we received today from Meghan. She spent a lot of time helping us to upgrade and purchase phones. She was pleasant and efficient. We left a store in Omaha veryunhappy and boy did she turn that around. read more

If I could give ZERO... AT&T....YOU SUCK. I've been with them for 12 years.... And 3 of the 5 phones on my account got "grandfathered" in for unlimited data. This is the ONLY reason I keep them considering one of the phones on the the account relays totally on the data plan for the Internet. Now ATT is sending texts that those of us who go over "5gb" of data may experience time delays. Really?!? Now I can't even check my email unless the warning pops up.... I'm moving to Sprint. F you AT&T. read more

Be careful of the AT & T Switcher program that is currently being offered by AT & T unless you are willing to be ready to pay a lot out of your wallet to your last carrier. The program offers up to $650.00 in credits per line and the rebate cards per line take forever to get to you. What the customer service representatives at the store failed to tell me and my family was that the credit they gave to us for our old phones would be taken out of the rebate. It has no mention of this anywhere in the contract. And when you are at the store its self they tell you, you only have a couple of hours of in-store credit to use or you lose it permanently when you turn in your old phones. They are fast to try to get you to buy products in the Shadow Lake AT & T store (they must work on commission). After all that is said and done they uploaded my old Sprint bill. I again asked them what all I should be getting rebate cards for and again they mentioned this and that on my bill and I should be reimbursed. This was the last step in the process and I double checked it with the customer representative. Now I have gotten no where close to what I was told. I have spoke to AT & T customer service online for numerous hours. Both the representatives and managers and they pawn you off to the rebate center. The rebate center after you finally get a hold of someone tells you that it isn't their department and they will transfer and then I get dead air. I have tried this numerous times. My wife spoke with AT & T customer service a couple hours on Saturday and they pawned her off to the store manager at Shadow Lake. When I went in there over a week ago there was nothing he said he could do. Finally, I never would have switched if I had known so much had to come out of my own pocket in such a little time. I also believe the training of the customer representatives needs to be looked at in the store itself. And the customer service experience overall for AT & T has been pathetic especially since it feels like I keep getting pawned off to another department and never get any full answers. I will be submitting a BBB report on this store and its location and on AT & T in the near future. read more

I tried to cancel a service at this location they conveniently couldn't find me in the system. Even though I showed them I paid the bill yesterday. I guess that's one way to keep customers. Their solution was to call 611, what's the point of even having a store if the associate can't / won't help read more