I tried to use my promotional card to buy first gen AirPods and the sales guy talked up the second generation vs. the first. I said ok, I'll buy two sets. Oops, don't have any. I asked him to check with The Trails store. He tells me they don't share the same inventory. Duh. I wanted him to call them like most good salespeople do and he tells me I should call them and asked if I needed their number (mind you he's holding a store tablet). Exasperated, I answer sure and he proceeds to tell me to use google on my phone and look them up for their number. Really? That would have never occurred to me. ‍ Good grief, why bother offering to help me at this point. read more

I was totally shocked by this experience - in the best way possible! My wife and I went shopping for plans at all major carriers, but the ease-of-service, straight forward explanation of their services, and the competitive plan totally sold us. I even went in to port my old number in later and they personally assisted me with great attitudes. Big shoutout to Paul and Tyrah for the kind and professional service! Glad to be with AT&T as long as people like Paul and Tyrah stick around! read more

This is not a review for AT&T as a phone company or their products really, it's more a review of the people and the service you get in store here. My husband decided he wanted an iPhone and he had T-mobile, so clearly there had to be a change. I have AT&T so we decided to combine plans and come here. We went in one day and was greeted promptly and someone answered most of our questions. He decided to sleep on it. We came back to the store a day or two later and was helped by Tor. He spent over an hour making sure we had everything we wanted done to our account done. He made sure we knew all our options and the best way to combine the accounts and everything. Ryan, one of the managers, was there and assisted Tor with some pieces of the complicated plan changes, but they were extremely pleasant the whole time. Unfortunately, T-Mobile failed to release the number and the hubby's phone only partly worked, so we had to come back to the store. The assistant manager, Emily, helped us this day. She was extremely pleasant and apologetic for something which turned out to be no fault of AT&T or what any of the staff the previous day had done. Essentially T-Mobile was a jerk and failed to properly release my husband's number. After a while in the store Emily was able to call the appropriate people and we walked out with a working phone. Overall, the staff at this store is incredibly knowledgeable and pleasant to deal with. What could have been a terrible experience was made pleasant by the folks in this store. If you need to buy a phone or upgrade something with AT&T, I definitely suggest checking out this location. read more

I went in here Saturday 3/31/12 to upgrade my phone. The staff was friendly but not pushy: they let me play with the phones I was interested in without trying to push a sale, but when I did have questions, they were ready with answers. I had quite a few questions and they were patient and friendly dealing with me. AT&T's overall phone plans are fine for me, a little pricey once you throw in data plans for smart phones but its on par with the other major carriers. I think the reception in Kitsap county is great and I've never had an issue with the customer service for this company, so I'm keeping them. read more

These people have no clue how to do their job. Sat there for 3 hours while they modified my account over and over with no results. Stay away read more

Not impressed with the company but cannot say enough nice things about Brittany and Marshea the two employees who spent almost two hours fixing my phone that AT&T had supposedly fixed but actually just cut off my number and sent all of my calls, texts and messages into cyberspace instead. I would give Brittany and Marshea 5 stars and the company 1 star. read more

James was extremely helpful with breaking down a lot errors on my bill. I recommend going to this store since they are part of corporate.

Worse store ever! Go somewhere else. Non stop problems since 2014 (6 years). This time wife's SIM needed replacement. They refused help. Here are the AT&T eSupport articles that PROVE the mgr is wrong and never should have refused to help my wife: KM1040456, KM1009073, KM1044958. This is AT&T corporate policy and this Mgr refused to follow it, as always. With no phone, she asked the store agent to call me. He did. He was rude and argumentative with me, also asking for my SSN. Violation of corporate policy! Within about 15 seconds of me getting on the phone, he cut me off and gave me to the Mgr. Same thing! I asked for the area Mgr. Store mgr refused. Again I asked and he refused, screaming over me trying to drown me out. I asked a 3rd time and he refused still screaming. I asked a fourth time and he hung up on me. read more

I am a loyal AT&T customer but I absolutely hate this store. Heather, the supposed store manager is the worst customer facing employee we have ever experienced. Her unwillingness to try to resolve customer issues was absolutely intolerable. If AT&T retains this type of retail employee we will absolutely take our business to Verizon. There is no excuse to retain this kind of employee. Horrible experience!!!!! read more

This store gets 5 stars for saving me money, resisting the temptation to see me TV service I don't need, efficiency and the friendliest service by Forrest I've ever received in a store. I didn't expect helo, ethics and kindness, but that's what I got, along with sound advice on how to save money and enjoy my new phone. I can't believe I am reviewing an AT&T store, but the service was that outstanding. read more

The staff here are awful. They tell you one thing then do another. They are completely incompetent. They mess things up then blame the customer read more

Great customer service! We went to this store after getting the run around from the Gig Harbor store, and the manager Rhiannon was patient, friendly, and very knowledgable. She was able to help us when the GH store couldn't and we have decided any future needs, we'll make the drive to Silverdale to deal with this store and manager. A++ customer service! read more

Been an AT&T customer for years now. Went to this store to buy a new phone and was ask to wait because there was two other people in front of me. I said ok and proceed to look at the Samsung phones that were on display. 30 minutes later with no help or acknowledgement I walked out of the store. There was 4 or 5 costumer service staff working and I watched two walk out of the store. Customer service could have been better. So I left EMPTY handed with no new phone. So disappointed! read more

I had a good experience considering I had lost my phone and was trying to recover my contacts they were helpful on the phone as well as in person. Even though they were unable to help they did everything they could to get the answers. Thanks guys read more

I've been repeatedly lied to by multiple employees of this store. Nearly everything they told me about the business package they were sold me has been false. I was originally quoted $270+ taxes for the package and every bill have been in excess of $450. The first store "manager" has been replaced, the second "manager" promised to call me back and never did. Another employee promised to call me back and never did. Now they are refusing to give me the name and number of the district manager. What a completely shady operation full of dishonest employees that do not know what they're doing. read more

I have been paying $12 per month for over two years for insurance and my phone just started acting up and not holding a charge. I went in looking for assistance and the very depressed sales associate tells me I need to pay a $125 deductible to get a replacement phone. I understand this is the policy but it sucks frankly since I have paid over $288 in insurance only to pay more money when I need the insurance. I understood that this is AT&T's policy and it is not the fault of a sales associate. At the first sign of my husband and I being upset about this the sales associate got up and told us to have a nice weekend and walked away quickly. He was incredibly rude and melancholy for holding a sales position. We have been out of a plan for a little while now and honestly wanted to stay with AT&T. Although, we have been weighing our options as well and going back and forth. This experience solidified my decision to switch to Verizon immediately. read more

Atrocious customer service; I stopped in by request of the Trade department @ corporate to initiate a trade the store should had done when I upgraded. I explained the situation to a rep, who seemed to grow more and more annoyed as I explained to him that I was sent in, providing the information the trades department gave me. After he was unable to print off the label they requested he began to raise his voice, when I asked if there was an alternative solution. ultimately he ended up yelling at me saying he couldn't help me and I had to figure it out on my own, after I reiterated what they requested, reminding him that I wasn't there by my choice. I was appalled with the level of disrespect and lack of customer service. There were 3 salesmen and not one stepped in to diffuse him. At no point did I lose my cool, I simply got up and left, feeling absolutely gutted with the horrible approach this man took. read more

Logan didn't want to sell me an iPhone prepaid phone to take to another AT&T store because he wouldn't get his commission for helping me for 5 minutes. A great example of how it's about this AT&T employee and not the customer. I left using language I regret. read more

After 15 years with AT&T I decided to close my account. I called Customer Service @ 800-331-0500 - I was told I would have a credit of $25.00 - ( Wireless - Recurring Charge Adjustment} and $3.87 (Wireless -Government Fees & Taxes) = $ 28.87 and would receive a bill with my new balance. The next month I received a bill including the credits along with my monthly charge of $37.90 and a $5.00 late fee! I called (CS) on 7/29/17 -spoke to Blane regarding account cancelation the month prior, he seemed a bit confused. I asked for a Supervisor - after being on hold for 10 to 15 minutes (CS Supervisor) Amber was on the phone. She could see notes regarding canceling my account - she is not sure why this was not completed. Amber said she would cancel the account -taking off new charges- I asked if she had a reference number for this call - they do not give reference numbers- her name would be the reference for the call. August 28th I received a billing statement from AT&T with a previous balance of $37.86 + $5.00 late fee along with a "new charge" of $37.86 = $80.72 due by 9/12/17. Frustrated at this point I felt it would be best to go in person to a AT&T store. I first went to Silverdale Trails - They would not be able to help me I would need to go to a corporate store-letting me know there is one at Kitsap Mall. September 3rd I spoke to Hannah (sweet young lady) working in the Kitsap Mall store. After going over what I needed, she advised me they can not cancel my account I would need to call CS on the phone. Frustrated with all the run around, considering this was AT&T 's (5th) CS I had spoken with to cancel my account- I asked to speak to the manager, Hanah went into the back office to get her manager. She came back out by herself- stating she would be able to cancel the account - which she proceeded to do. However she informed me she would not be able to credit my account - I would need to call CS @ 800-331-0500 - again I asked to speak to a manager - not wanting to leave without my account balance at "ZERO". She went into the office again - coming out with Robert {Bee Jay) Robinson - assistant manager (per his card). He stated he does not give "credits"- as well as he could not see anywhere on my account where I had called to cancel my account. I asked him to look at my account again - Are you kidding me" I said - considering this is where he wants me to call again - He said he could see only 3 months of my account - he could see where calls made were noted on the account under " You requested changes to your AT&T wireless account" I informed him those notes are related to my calls- asking him to look back on my account - you'll see that I have not made calls on the account prior. Robert proceeded to tell me - "There is no record of notes on my account" Except: You requested changes to your AT&T wireless account. At no time did Robert Robinson - acknowledge my frustration, express concern for my situation, even crack a smile. He did not want to provide me with a receipt showing my account was canceled. Stating "He was not able to print one" After much persistence, he finally printed a receipt for me. I apologize more than once for my frustration with the situation - letting Hannah know that I am not upset with her -however I did acknowledge to Robert I did not feel he showed any concern or CS skills. His body language indicated I was a problem he wanted to go away. I asked if he had a manager who I could speak with - he gave me his card - added his managers name. Needless to say I left Kitsap Mall AT&T with a balance on an account. read more

Take your business elsewhere. If u join then leave your not welcome to at&t anymore they won't answer your questions and they throw things back at you. Met with the manager and she was really snappy. Couldn't answer the little questions I have. Will never come back read more

Went into Poulsbo store to find out if service contract was finished. Associate said yes, also asked if monthly bill would go down when contract expires, again he said yes. He was actually more interested in the football game he was streaming than talking to us. Something didn't ring true so we left and later called customer service. Both answers to our questions were actually NO--NOT out of service until the 24th of this month and statement amount will not go down when out of service. Bye bye AT&T after 9-24-16! read more

I stayed with AT&T because of my experience today. My last visit did not go so well and I dreaded going in today. Bill saved the day and I will ask for him any other time I have to go in or call! He let me know my options and explained them all to me with total #'s and everything. I was impressed and he answered all of my questions and referred me to a different store for temp fix on my really broken screen until my new phone comes in. He did not make money off of me today, but will for my future visits. If I had the same sales technique, or lack of, that I previously had I would not do any further service with AT&T. Everyone was very nice and helpful today and I did not have to wait even 5 minutes til I was helped, but I must say that I am impressed with Bill in particular. Good Job and thank you for being a great salesman! read more