Super service with knowledgeable employees and manager. Jen is a manager that helps the clients but…read moreall her employees too. Great team with smiles and a positive outlook. Great customer service, and lots of patience. Will always go back there!!

Well the store is great.... until they turn on you. Then it's mind-blowing!!! I have been…read moredealing with their warranty company called asurion. I would not recommend them in a million years. I'd rather buy a whole new phone than deal with them again. You get transferred from person to person and department to department. Anyway to make a long story short I stopped in there to ask for help while I would be on the phone with asurion expecting that being in a store they would be given priority. Tony started out great. He spent over two hours on the phone seeing exactly what I was talking about with their company asurion. He was over an hour late getting home and had to keep messaging his wife to tell her that he was still dealing with a problem at the store. Yes, their own warranty company. He finally hung up saying that the man on the other line put him on eternal hold and he told me he has someone in mind to call and he would get back to me tomorrow. I go in there the following morning and Tony's not there. I go in again later in the afternoon And tony is there but he is with someone. So I walk up and I say I don't want to bother you but can you call me later about what was happening yesterday and he said okay. By the end of the day I still didn't get a call so I stopped in there again. Tony was not there but the nice man said the manager would be in first thing in the morning. So I stopped in first thing in the morning and Tony is there so I walk up to him and tell him that I'm there to see the manager and that I was told she would be in this morning. He said no she's not here. I said really? And he says yes would you like to see the text. I didn't know why he was talking to me like that. It took me a minute but then I said okay. He said " Really? I don't have to prove anything to you." I said "then why did you ask me". He said "I didn't think you'd say yes". Oh my gosh.. why the game? he turned from being so helpful to me the previous day to downright nasty. At this point he said I need to leave the store and not come back. I was like whoa. "Because I said yes to your question?" So now I definitely needed to speak to the manager but for a different reason so I called back in the afternoon and spoke with her. I gave her my name. I said something crazy happened in there this morning and I'm hoping that you can access the audio and video from first thing this morning. She said I've already talked to Anthony and you can't come in here screaming and cussing and you can't come back. At that point I was floored because I never cussed at anybody in my life. And she went on to say you can't come in here anymore so go to another store. OMG. So when they have a difficult situation. ie. Their own warranty company... They defame their customers and lie about a situation. So I wonder if she ever really looked at what happened that morning or if she was just not wanting her employees to waste any more time with asurion. Regardless the way I was treated and obviously lied about was not cool. I did a whole bunch of research online because nobody can get me in touch with the district manager. I found a whistleblower hotline to report things that are improper. Information on that will follow. But truly. How ridiculous is it for someone who is so grateful for the help they received at a store to come in screaming and cussing? Yet she didn't give me a chance to say anything before she hung up on me. A proper manager would listen to both sides of a situation to ascertain what happened but she didn't seem to want to do that.. they truly picked the wrong person to accuse of "coming in screaming and cussing" because that is actually against every fiber of my being. I was even so calm on that two and a half hour conversation with asurion that I was sitting there with tears in my eyes and shaking instead of raising my voice at all. But Anthony did when he finally asked, at the end of our very long conversation he asked the man on the other line for their ATT ID number.. Tony then told his fellow employee that he was put on an eternal hold and ended up hanging up. Emm was there that day and was so kind after seeing how I was shaking that she went in the back and brought me a bottle of water. And when Tony turned on me and started yelling at me to get out of his store the person there that could attest to my personal emotional state would be the young man whose name escapes me but I remember in having a conversation with him that he was from Moldova. So if a district manager or the store owner sees this I really hope that they can access the audio and video from this date and teach their manager and assistant manager how to properly treat someone even when the situation, caused by your asurion company Is making them stay overtime. The AT&T whistleblower hotline for employees, vendors, and customers to report ethical concerns or compliance violations is 1-888-871-2622. AT&T Ethics & Compliance?? Verizon

i moved fron auroua to naperville in may of 2019…read more i lived in aurora and had direct tv already fir 2 years love direct tv because when i asked if you would change pricing each month? they said no!! great so i stayed confident in their answer so when i moved my service address i never changed my service all was needed was an appointment!! then my bill comes it was $600 for what! i never changed to have a different account number!! but att thought so until i got outraged called att resolution yes!! finally a att resolution expert help me and removed the $$$ amount s i'm very satisfied with ditect yv now im experiences are tv 's shutting down frequently i need this looked in thank you direct tv your resolution departmrnt is extremely extremely excellent denise brunson

Absolutely Horrible Customer Service -- Avoid This Store…read more This was one of the most frustrating and disappointing customer service experiences I have ever had at an AT&T store. We went into the store to purchase a new phone and specifically asked about adding AT&T Next Up Anytime. At the point of sale, the salesperson failed to include it on our account. We later contacted AT&T customer service and were told that we had 14 days to have the feature added, so we returned to the store well within that 14-day window expecting this to be a simple issue to correct. Instead, we walked into an absolute nightmare. The manager was nowhere to be found, and apparently no one else in the store had the ability, or willingness, to actually resolve the problem. We spent more than two hours dealing with retail sales employees, going around in circles trying to get someone to take responsibility for fixing an issue that was caused at the time of our original purchase. We even spent additional time on the phone with a customer service supervisor, and despite all of that, we still couldn't get the situation resolved. To make matters worse, John and a colleague decided to leave for an hour and a half lunch while we were still dealing with this situation, leaving the other employees to handle everyone walking into the store. On top of that, John's customer service demeanor was extremely disappointing. Rather than trying to calmly understand the situation and find a solution, he repeatedly came across as argumentative and seemed more interested in debating the issue than actually helping resolve it. His attitude made an already frustrating situation even worse. Tim did make an effort to be helpful, and we appreciate that, but ultimately he couldn't resolve the issue either. We eventually learned that the manager was supposedly on vacation for more than two weeks. If that's the case, there should have been someone properly designated and empowered to handle customer issues in the manager's absence. Instead, it felt like the employees were more concerned with covering for the manager's absence than actually helping customers. The entire experience was a spectacular example of poor management, poor communication, and a complete lack of accountability. We were sent back to the store by AT&T customer service within the 14-day window, only to have the store tell us, in effect, that nobody there could help us. If you're considering purchasing a phone or making any significant change to your AT&T account, I would strongly recommend going somewhere else. Spending hours of your day trying to get employees to fix a mistake made during the original sale is completely unacceptable. AT&T needs to seriously reevaluate the management and customer service at this location. This was not just inconvenient, it was an absolute waste of our time and an incredibly frustrating experience from beginning to end.

Excellent Service.....Ivan is the man!! Went out of his way…read moreto assist a 70 year old woman who received a new phone and needed patience and guidance to switch over contacts and pictures. Ivan did what the 1-800 # could not accomplish (after several hours on the phone), and that is just sad!! Thanx Ivan....greatly appreciated!!

Receiving one star because I could not post otherwise…read more Went into the Downers Grove (2321 Ogden Ave Ste E, Downers Grove, IL 60515) store on a Saturday to show my Mother's death certificate and my Letters of Office legally authorizing me to act on her behalf. The Rep, Jenn, annotated the information in the system, but immediately informed me that I would have to call Customer Service to pay the bill, reconnect the phone, establish autopay with an Estate Acct and have the restoral fee & late fees deducted through billing. And there I left thinking, well what the heck do they do in the store all day!?! Nevertheless, that following Tuesday, I contacted AT&T Customer Service, which is horrendous to say the least. After being on hold for nearly 30mins, each rep informed me that they could not access the decedent's account without the passcode, then proceeded to tell me that I was not "an authorized user" on the account. Hence the reason I presented court papers! They kept pressing the issue of whether I knew my Mother's passcode on her acct...I was so extremely frustrated with the lack of knowledge and the finger pointing of the store rep (Jenn) even though I kept requesting a supervisor - I eventually asked them if they wanted me to go to the cemetery and exhume her body to acquire the passcode!!!!! They cannot be serious! I was in tears towards the end because I am already heavily grieving the loss my Mom and NOW this nonsense, as I attempt to take care of my Mom's business! If it had not been for the fact that I wanted the cell phone to remain active in case any creditors of friends of my Mom's called, then I would have terminated the services. They appear that they have no knowledge of dealing with the death of a customer. I was told to go back to the store for resolve. UNBELIEVABLE!!! After work, I drove for an hour in traffic to return back to the Downers Grove store and guess what, Jenn immediately allowed me to pay the bill. I found her action interesting because why did she not do that on Saturday and save me the traumatizing call to customer service. AT&T staff members think you have nothing better to do with your time but go back and forth to their stores and listen to them talk in circles because they lack AT&T knowledge to effectively communicate. The Rep, Jenn, assured me on two occasions that she would speak with her "manager", whomever that may be since she has never given me "his" name, and get back to me on the refunds that are due on my deceased mother's account. My attorney said late/restoral fees are to be waived when a death certificate has been presented to a company. Ask me if I have heard back from Jenn yet...OF COURSE NOT! Not sure how they retain customers, let alone deceased customers!

Lady named Madelyn. Super Nice and Well customer service. She loves her job unlike other at&t…read moreemployees!

Jay spent two hours with us (two old ladies) solving an internet problem. He spent time dealing…read morewith customer support to fix our problem and even saved us money on future bills. Jay was kind, patient and very helpful.

This is a wonderful AT&T store. They were so helpful when it came to trading in my old phone and…read morerecommending the best new phone for my lifestyle. Thank you so much for all of your help!

Okay, this review is more about AT & T then the actual store. Being of a certain age, thus falling…read morein the dinosaur category, we still have a landline. Go ahead ~ roll your eyes, tsk your tongue, shake your head, or whatever other behavior to indicate your utter negative response. Well, life has marched on and our phone needs have changed why shouldn't our service reflect that? Trying to get your landline serviced has become a real hassle and I am reminded that they are doing me a favor by coming out to fix the problem in the box they own. Now I have found out that you are no longer able to change any of your landline packages. Oh yes, they could bundle it with our internet but that would only decrease the charge about $30. So, as explained by the employee, unless I am willing to get rid of my landline ~ i am stuck paying over $100/month. Now I will roll my eyes, shake my head, and politely thank the employee for making me aware.

This store is adequate. The parking sitch leaves much to be desired-- they're located next to a…read moreUPS store and behind a Starbucks that always has a long line so there are approximately zero spaces open at any given time. I'd say it's about half the size of the store I usually go to (Geneva) but it seems to be equipped with all the same phones/tablets etc. I ran in to pay my bill @ the kiosk and no one acknowledged me on my way in or out. I didn't require any help, but I think it's polite to at least acknowledge a customer (especially one that pays you on a monthly basis). Whatev, kiosk was functional and I was in and out within a few minutes. Since this store is smaller than the one I usually go to I figure that accounted for the trimmed down staff (although there were still plenty of reps), but whenever I go in to the Geneva store, I'm spoken to immediately and asked what I can be helped with. Overall this store is good, but could probably take a page out of the Geneva store's book.

I waiting here for 1 hour for them to tell me the iPhone 8 pro max was out of stock then I asked…read morethe agent Emmanuel can he check to see if it's in stock and he told me No because he didn't want to check I asked the manager and she checked for me I will never come back to this store that was so unprofessional knowing how long I waited and didn't even care to check I will not recommend coming to this store

Amin helped us and was great! Came in to upgrade our phone, he walked us through it- helped us with…read moretransfer of the data and made sure we were aware of the promotions and all options. We had a bad experience at Oswego and Plainfield was great! This will be our go to ATT store from now on. Quick, pilot and so kind!! Got a great deal on our new phone. Cheap price. Thanks for the help...

This AT&T branch is dead! No customer service, no communication, no speed!…read more Bad and poor customer service!

Justin took the time and presented us with the best options to take full advantage of the savings…read moreavailable to us. If you go to this location ask for him. He was easy going and had our best interest in mind . Thank you Justin

Service sucked. I went in with a problem with a phone they sold me not less than 3 weeks ago. They…read morecouldn't figure it out, googled generic answers for Android phones, and then told me I was out of luck. The guy I was working with said maybe someone else could help, walked to the back, and 10 minutes later, walked past me out the door to leave. I asked someone else for help and all they offered was a phone number to call. I sat there and googled the actual manual for the device they sold me and figured out more myself. It's enough to make me want to cancel my Uverse and Internet Air and my 9 lines of cellular service. After being a customer for almost 20 years, it's kinda disappointing to be treated like crap.

My Dad is iPhone illiterate. Colby was more then helpful to walk my Dad through the steps of the…read moreiPhone process. He upgraded from an iPhone 3 to an iPhone 5s. All in all this place was friendly and the sales associates were knowledgeable. I would highly recommend this particular store.

I went to the AT&T store in Darien to see about getting a lower bill…read more The girl that waited on me said she could lower it by about $20. I said OK and left the store. The next day we get an E- mail saying they singed me up for AT&T internet Air. I don't want this. I don't even have the internet with AT&T. I will go this morning to try and straighten this mess out. If They can't straighten it out, I wiil cancel with AT&T amd go to a different carrier. Gerald and Sharon Busiel

Went here to get a new phone as I lost mine. My wife also wanted an upgrade we were given several…read moreoptions for our needs. We were able to get what we needed and are very happy with our new phones. Natalie was great as she is the one who helped us she was very detailed and was a great help.

waited 40 minutes still didn't get help and there were only 2 people in the store shopping me and…read moreone other person