My experience at this location varies by the representative assigned. Not everyone is knowledgeable, but some make an extra effort to provide better service. I've been an ATT customer since 1999 and I needed to review my plan to maximize my investment. This time, Lance Tsugawa took an extra time and effort to modify our business plan to best suit our needs. read more

Went in because my iPhone 6 case was cracking. Donn helped me and said it still might fall under warranty. Went in the back, came out and said it was! Made my day! The guys there are super helpful and knowledgeable every time I go in. Excellent customer service! Thanks!! read more

Props to Jessie at this location. She treated us with patience, professionalism, and went out of her way to find us the best phone for our particular needs. She didn't rush or pressure us. I felt like she really cared about us. Thanks for renewing my faith in AT&T, Jessie. read more

I have been to this store 3 times in the past few months to try to change my mailing address. I cannot do it by calling 611 because they just put you on hold forever. The internet site will not let me in anymore. I was told this by an AT&T person that it is because I have a Mac. I went in to the store again today to change my address. I stood there looking around. No one greeted me or even looked up at all. I did not see any sort of signup sheet. I finally interrupted an employee who told me to call 611.He then pointed to a signup sheet way in the back of the store.He said there were people in front of me and I would have to sign in and wait. I left. The signup sheet should right where the customer walks in! An employee should at least acknowledge the customer right away! Someone should answer the 611 phones! Who runs this place? Such a huge lack of customer service. It is inexcusable. By the way, I have been an AT&T customer for about 20 years! read more

The vibe from the sales lady Ninfa made me uncomfortable. She was very pushy on trying to make me spend more than I wanted to. She didn't seem trustworthy or even genuine. If you ever go in there ask for someone else, she is way too aggressive. I got the phone I wanted at least within a good amount of time but I just didn't like the customer service. I also hope she didn't scam me with the buy one get one free plan. read more

Just got back from ATT KAPAHULU after having yet another TERRIBLE phone experience from their customer service support line. I must have spent 2 hours calling more than 5 reps to try and resolve a block on my phone due to a complaint I made about the service in 2014!!! After those two hours of wasted phone time and being totally frustrated and nearly wanting to cancel and go to another service, the last rep told me that I could go to a KIOSK personally to resolve the issue and take off the block. Kapahulu was the close one so I decided to PERSONALLY (which is rather dumb nowadays with technology) proceed to the Kapahulu store and find out what the heck is going on. Anyway, to make it short, I was already so peed off before going to the store and had a bad attitude when I entered the door and was greeted by Lizzie (Elizabeth Ni) who ignored my bad face and was so kind and sweet in spite of my bad start with her. I have never met someone so gracious and SINCERE about trying to help me. I can only remember my last visit at another T MOBILE Store which took 2 hours to resolve thus switching to ATT several years ago. LIZZIE made up for ALL THE BAD hours I spent the night before talking to phone reps who seemed like they just graduated from middle school and not wanting to help at all - kinda like how ATT was two years ago. Lizzie is the type of team member that is passionate about her job and really wanting to help. She got on her iPAD and drilled away at the issue and was able to solve it all in less than 10 minutes which I thought would take another hour!! BIG MAHALO TO LIZZY (Elizabeth Ni) who made my day rather than making my blood pressure go up again!!!!! Staying with ATT cuz of her.... Mahalo! Paul Goo read more

Always have good experiences here. Staff answers my questions and it is a Quick and easy process to acquire and upgrade phones. Usually is not a long wait depending on times. read more

I've been an AT&T customer for many years now and have always been satisfied with their service, both locally and through the call center. However, the AT&T Kapahulu store's got the greatest sales people ever. Friendly, helpful, and for most part knowledgeable...and if someone doesn't know they will find out. Great people! read more

Beware that Donn will give you a bogus date for your iphone 6 delivery and when you check the ATT on line order status it is past the day he states. Unfortunately all you have to do is wait or go through Apple. read more

I visited this location to get my son a new phone for his birthday. I had tried to order it online the day before pricing wasn't correct. The customer service line was no help. Jessie greeted me as I entered and provided the best customer service I have ever received.Within the hour she got the phone I wanted and worked with customer service on my behalf. I walked out with a free phone plus she had the activation fee waived. She was awesome!! Thanks again Jessie!! read more

Kelly who helped me that transfer T-mobile to AT&T. He was not nice and lazy. He let me call customer support by myself and he was just sitting next to me. He wasn't nice and didn't try to help my calling. I spent my time for long waiting then I figured out my issue by myself. I needed more professional stuff. I really disappointed him. read more

Con artist - We switched to ATT from sprint because of a special to get two free iPhones, or so we thought. So we signed up with Ninfa who drew out what our bills would look like if we switched to direct tv/AT&T and were told the switch allowed for us to receive two free iPhones. Long story short we were told it would take 3 months for the free iPhone rebate to kick in and at the three month mark we would get reimbursed for the first three months and then the bills would be normal after that. Well that sounded awesome and she convinced us to make the switch. After three months of paying the price it would normally cost to have two iPhones added ($60 bucks per month more that what we should be paying) we continued to wait for the rebate to kick in. Finally, one rebate kicked in, but we continued getting billed $30 dollars more a month for the second iPhone (both were part of the deal). We went in to the store in February to ask about the issue, and Ninfa told us to wait another month. We went into the store March 18 and were told our situation would be looked into and someone would get in contact with us. March 27th comes around and no one has called. We call back. Fast forward 3 weeks more and still silence from AT&T. We continue to call, trying to get "a manager" to just speak to us and no luck. Ninfa has said she has been in contact with Kila, the manager, but neither one will actually contact back or give an answer as to when our situation will be cleared up. Also, because we were told to wait, our directTV reimbursement now says it has expired. Each time we are told to call or come in to see a "manager" one never seems to have time because they are busy helping other customers. What about the customer that has been waiting a month for service? How were the other customers each and every day more important than giving another customer a call back after three weeks? Pretty sure there is no such thing as "a manager" that works here and it's just full of young people willing to say anything to try and "win" commission. I wish more than anything I could go back to sprint (cheaper, better service, and actual customer service not better customer service just actual customer service). read more

First things first, kapahulu AT&T is amazing. But the customer service representative's on the phone sucks big time. Today my fiancee's and ,y bank account got charged $623.31 with out authorization. Anyways long story short. We called customer service for a refund got through on the phone line in about 20 minutes wow! That long for a greeting or an hello, bad start. On top of that we explain our story and the customer representative says hold on you need to verify our refund with the manager. Okay figure were almost done, Manager or who ever pick up the phone to ask the same questions that we gave almost 2 hours earlier. Yeah! On hold for almost 2 frickin hours, if you ask me that's fuckin ridiculous 2 HOURS. SERIOUSLY 2 HOURS? What did they do fly a manager from big island to Oahu? What? Why soooooo looooooooooong? We should get more then just a normal refund. 2 hours. Now we have to wait 24 hours for our refund, Nd if it doesn't go through then what another 2 hours? Hire real workers who fuckin cares and not there just for a damn paycheck, do real background checks. Taking my entire family off after this, we've been with AT&T for about 5 years on going 6, this is the first time we went through this and im not letting it happen again. We pay almost $400 a month for 4 lines quite pricy versus the other competitors, I expect decent service at least. read more

Visited this store today and the lady working at the counter was so nice and really tried to answer my questions to the best of her ability. She even called me a few hours later to correct an error she had told me while I was in the store. Very good customer service! read more

Horrible service!!! Just to activate an existing phone takes over an hour! They should really hire more working people because there are a ton of people standing around read more

If anyone deserves the highest customer service excellence award for ATT and a promotion it is Jessie. She is from Fiji and has a cool British accent too. I usually get so frustrated whenever I have to go to any of the ATT stores even on the mainland as well but Jessie made everything negative into a positive experience. I have been with ATT since the first iPhone because it was the only carrier but I decided to get an android and every time I needed assistance they would always act as if I'm the first person ever to ask them about it! Anyways, long story short, I just wanted to give this shout out to Jessie because she totally made my day! She was so professional yet compassionate and it was the best customer service I have ever received throughout all the years I have been with ATT!!! Thank you Jessie! I hope you will be recognized for all your hard work to make your customers want to stay with ATT and happy! read more

Excellent service!!! The staffs there know their products very well and tried to find you the best plan that fits your need.

Horrible service. They opened the door and that was about it. There was 5 employees. Only 2 we're actually attentive. The rest were on their phones and didn't even look up to greet customers. I said I needed to pay a bill. The lady just pointed to the kiosk in the corner and looked at me like I was stupid. I told her I didn't know his zip code to pay the bill via the kiosk but she still insisted. After a failed attempt with the kiosk she finally helped me and took me to a register for payment. It was frustrating. And everyone kept playing on their phones. I'm assuming the lady who came out was the manager because quickly everyone pretended to be doing something. I won't be back to this location if I can help it. read more

Switched my service over to T-Mobile because the pricing was better. I went to the AT&T store at Kapahulu to ask if my account was closed and find out if they could help me unlock my phone. The manager is a middle age lady from the mainland, very unhelpful, very unhappy, with little or no customer service experience. No wonder the store was empty the last two times I went there. Anyway, after receiving absolutely no help from her, I called the AT&T customer care line and they hung up on me mid-way through my attempt to un-lock my phone. Very frustrating. If you need help from AT&T, stay away from this store and go to another store. read more

This store has the most disrespectful and rude employees and they sell used phones and call them new ones then promise to give you a new phone but never do. A T and T should be closed down. I hope someone buys them out soon and I am most sure they will. read more

Worst manager I've ever seen run the place. I believe her name was Star. Didn't care about my situation and blew it off like I was nothing. NEVER GOING BACK!! read more

I went to this place and was told that even though I paid every single bill that I could not transfer my number to another phone because I was not on the account. You would think that with an account with TWO numbers that they would make sure they have TWO names. I was about ready to simply stop paying the bill and see how they like it but my wife likes her I-phone so we are stuck with ATT until Iphone comes out with another carrier. read more