i moved fron auroua to naperville in may of 2019 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 read more

This is the worst experience Ive ever had at an ATT Company store. I took the time to make an appointment online for 2p today. I arrived 5-10 minutes early. The sign in kiosk at the front door didnt work and there was no note on the screen indicating it was out of order. The staff didnt seem very busy. There were few customers in the store. I went to the back service counter but no one was manning it. While I waited a young woman came out with a rattail comb sticking up in her hair!!! She glanc3d at me but kept walking. Finally a man came from behind the door and said 'someone' would be with me soon. I indicated that I had a 2p appointment and attempted to show him my confirmation received on my phone. He brushed past me and said he didnt need to see it. After sitting a while I asked if it would be ok for me to look at the new phones on display. He said ok. After about 10 minutes I sat back down in the waiting area. No one ever offered service to me even though I was there to get a new phone. Frustrated, I finally left and cancelled my appointment. I'd waited long enough even though I had an appointment. It was unfriendly, disorganized, and aloof. I wont be going back to this location even though we've been customers for many years. A smile and a better attitude would have been nice. read more

In the short time of having at&t I am finding customer service and product availability is terrible, I have not had tv since last night in my room as the receiver went bad and after 2 days of technical help I still have to wait 6 days to get another receiver, which is terrible , paying good money for no service. I am wondering if I should go back to Infinity, atleast they have places you can pickup equipment at.. and I am sure I'll still pay the same bill Evan though for 2 weeks no tv service read more

I had the worst customer service experience here. The employees are either not helpful, or rude. We were supposed to get free upgraded phones, and instead have to pay hundreds of dollars because an employee ordered the wrong type of phone. They refused to rectify the situation which means we essentially got scammed. Then our phone numbers were switched around and it took 3 hours in the store to fix their mistakes. They said they can't look at our bill, they don't understand the bill, and they can't lower our bill, they can't switch the wrong phone for the right one for free even though it was their mistake, they don't have a manager at this location, etc. They tell you they can't do anything and to call the customer service line. I'm in disbelief over the positive reviews. It didn't help that the employee helping us was condescending towards my parents and completely unprofessional. I hope no one else ever has to experience this. read more

Totally unprofessional and poor service . Even if they did some mistakes, they deny that it's their fault and they don't try even to fix it. Not going to go there anymore. I had to contact customer service and fix their mess by myself read more

Store owner is VERY unprofessional she denied any wrongdoings when I came into the store for several complaints regarding my bill. The store manager failed to take accountability for their employee, claimed that the fees were prorated and they have no control over that, as well as the activation fees... the representative TUNJI who helped was very understanding, he did not take accountability for all of his wrongdoings but helped. I can't believe how unprofessional and nasty the store owner was. She talked over me several times and continued to talk over me after she claimed to let her talk when I was still talking! I told her you may have just lost a customer she replied that's fine... and I don't understand her need to keep throwing "I have been doing this for 8 years" as if that means she can make no mistakes since she considers 8 years to be a long time. This store is filled with people who try to upscale and solely get commission. And upon talking with the gentlemen whom was handling my return, the store manager comes and interrupts our conversation.. she claim I invited her in by mentioning her name when that in fact was not an invitation and was very rude. I will not be returning to this store EVER again! read more

Emarjai was great !!! Go and ask for him. Super helpful. Got us in and out very quickly. Looked for discounts for us and got us the best deal. read more

Absolutely the worst customer service and service you can get it. Save the headache and go with another company like Verizon or T-Mobile. If you are in the need of help forget it. They are very expensive and greedy. Everytime i came in for help with issues on my phone instead of helping me they try sell you something instead. They do not resolve any issues with you. read more

Worst customer service!! Employees trick you into signing up for services they said are free only to find out it's not. I have spent hours on the phone trying to fix this and when I go in the store I'm told I have to wait 1 1/2 hours to speaker with a manager. Today, I am on the phone again trying to fix this and have been on hold now for 45 minutes. Did not even speak with a person yet. read more

Had an awful experience here. Was trying to move my phone to prepaid, and had to come to the store 4 different time with each employee telling me something different. First time the man told me what to do to get part of it done, then explained it was too difficult for him to complete. The 3rd time in the store they had me call customer service to get a portion moved over as again it was "too difficult" and the ATT store rep walked away gossiping with coworkers loudly. Seems they don't want to do their job when it's too difficult and just tell you to call customer service. Customer service reiterated to me that the store employees easily could have done these tasks. Wasted a lot of my time here, recommend not coming to this location!! Very bad service. read more

Two words, Ernesto Torres. This guy should have a job just training staff at AT&T. I don't go to any other locations, I don't call the helpless-line. If I need help doing something with my phone service I go to this location, and if Ernesto isn't there, I come back when he is. He's knowledgeable, he's patient, he remembers my name, he remembers my wifes name, and he remembers my 8 year old daughters name. I could be gone and come back a year later and he'll still remember my entire family. He finds me the best deals, and knows my hardware and software preferences. The man isn't paid enough! I don't care how much he's paid... it's not enough. read more

I needed to upgrade my phone but hadn't had the time with life being busy. Stopped in after a long week at work and Ernesto was great. He answered all my questions and made the process seamless. Thanks for making this a stress free item on my to do list! read more

I came here on 9/12/14, waited 1.5 hours and finally sat down with an ATT store rep. Her name was Gladys. She was the most incompetent person EVER. I had to repeat every single question at least 3 times before she finally understood what I was saying. English was clearly her first language; however, I don't think she ever went to school and understood what individual words mean when put together in sentences. OMG it was like talking to a dog. How frustrating! Sadly, I came back here because of more issues. I don't want to waste more time complaining about this place so I'll try to keep it short. Basically, I told the representative who was SUPER friendly about what I wanted him to do. I told him a total of 3 times to refer to the last ATT rep's notes (not the lady above, one from the Wheaton store) because the lady left detailed notes on what steps to take to handle my situation. He kept saying yeah yeah I know. But 1.5 hours later, instead of telling her to read her notes since he couldn't figure out what to do, I told him what the notes said. Then it worked. 2 hours later, my family and I were finally free to leave the store. PLEASE HIRE COMPETENT PEOPLE!!!!! read more

AT&T is the worst customer service ever I have called several times regarding multiple issues and then told four times and I'm going to get a credit of $72.89 and I have yet to receive that credit worst cable service ever I do not recommend AT&T at all! read more

I can't believe I'm giving AT&T 5 stars. We went to this store to change our 2G phone to a 3G phone. We already had the new (dumb) phone that we got from AT&T years ago for $10. I was expecting all kinds of problems and sales pitches. None of that happened. As we approached the store, Brian opened the door for us. We told him what we wanted to do and he showed us to a table. It only took him only about 20 min. to do the conversion. He was able to move our contacts from the old phone to the new one. I thought for sure we would get a sales pitch for a smartphone and/or U-verse. At no time did Brian try to sell us anything. Thank you Brian. The store seemed well staffed. There were several other groups of customers being helped and no one was waiting for service. On our way out of the store Brian once again held the door open for us. Addendum: This was an AT&T owned store. If the AT&T store you go to says "Authorized Retailer" on the outside then it is a franchise. I think the level of service you get differs depending what type of store you go into. read more

This was my best cell shop experience so far... I've had an iphone 4s since they came out. It was still in great shape, no cracks, no breaks... But after years worth of use, it started to get suuuuuuper slow, the battery wouldn't hold a charge, & the camera quality just sucked. This weekend for my birthday when we headed out for dinner, my husband pulled into the AT&T parkinglot & I was confused? "Surprise! I'm getting you a 6s!" For real? OMG! We popped in around 6pm on Saturday night & surprisingly had only about a 5 minute wait, AND there were 6s's left (considering they were just released on Friday apparently). I couldn't believe we weren't 30th in line to a 3 hour wait. Anyhow, the experience was great! We worked directly with Lavaughn & Craig who were SOOOOO helpful & not pushy at all. I would highly suggest asking for them directly (if that's something you can do). They knew the answer to every question we had. I wasn't pressured to upgrade to something I know I wouldn't use or couldn't afford. They explained everything in a way that I could understand, gave me a final bill estimate (so there would be no surprises), recommended an amazing protective phone case (which I googled and then bought) and even transfered everything from my 4s to my 6s for me on the spot! Changing cell providers / upgrading phones & packages can be rediculously intimidating, but my husband & I will forever return & work with Lavaughn and Craig. Thanks guys! read more

Worst customer service and lost me as a customer. Spent over 45 minutes waiting for a rep to help me, even when 2 of them where just browing their ipads and chatting with the security gueard. The manager at the store doesnt even know how to count. For her, from 5/21/13 to 6/4/13 is 15 days and couldnt use my buyers remorse but get a refurb 32gb galaxy s4. Went to the store inside westfield mall and got it replaced immediately. Even customer care over the phone said I was still within my 14 days and could get a new device from the store. This was at the store at 4412 New York St, Aurora, IL 60505 Excellent customer service from Ivan at the Westfield Mall at&t store. He should train the staff of the aurora location. read more

Huge thanks to the team at the AT&T store on 59 at New York Street - especially Ernesto Torres! When many other stores aren't even open because of COVID this AT&T store was doing curbside customer service and sales without missing a beat. Ernesto upgraded my lost iPhone, advised me on insurance, and had the transaction done in minutes - but wouldn't let me leave u til he was sure the phone worked properly. He's a professional who knows his stuff and made sure I had what I needed. Great job coming through! read more

These stores should post that they won't take anyone at 7:59pm! Left with a sour taste in my mouth. We were just picking up a phone we paid for and had delivered there. They still had customers in the store so their register were not closed! They lied. They are eager to get you to buy but can't deliver till the end. We drove so far too. We will cancel our entire service with AT&T in the morning. read more

Typically most experiences at a cell phone store are strained, tiresome, and expensive at best. On Thursday night December 22nd (yep, right before christmas) I ventured in after already visiting the Downtown Naperville location. In Downtown Naperville I was informed of basic information - much of which I already knew, in regards to upgrades etc and family plans and options. The sales person at that location was curt - to the point, and obviously NOT well versed on customer service trouble shooting. I decided to try the location on New York. If it is true that the Downtown location is not corporate, this explains a lot (not 100% sure of this though) Anyway - to the point. I had some difficult issues with my account that needed to be tended to and with the help of Dan and Assist. Mgr. Jason my problems were solved! We had some help from Tammy on the phone and the 3 of them performed what i would like to call a Christmas Miracle! Most importantly is, not only were they open to my suggestions, but troubleshooted my options until we came up with a conclusion. I was so unbelievably happy that I was able to give my husband a new Iphone for Christmas that I wanted to post this review to thank those involved. If you need help, questions answered or have problems to solve, with your At&t service I highly recommend this location for sure, as they may just help you to create a small miracle of your own! read more

I cannot provide this location with the stellar feedback that the other reviewers experienced. I found the staff to be standoffish (fixing displays instead of immediately going to a waiting customer) and incapable of processing a simple gift card purchase. I would recommend staying away from this place of "business". read more

Parking can be a little confusing, they're fixing up the lot so be aware. I've actually had great experiences at this location. Been here about 4 times and I've never made an appointment(apparently you can do that) but the longest I've had to wait was 30 min and that gave me time to play with all the phones anyway... I've always been greeted with a smile and when I did sit down with my representative they were quick and to the point which I love. Some people might like them to really draw out the appointment but I feel as long as the rep is polite and efficient they're doing their job right and that's what I've experienced here. After the business is done they'll walk you to the door and hold it open for you. I've just never left here disappointed and I've definitely had my fair share of issues w AT&T reps but always over the phone. These guys are really nice. The only reason they're getting 4 stars is because some of their promos are a little misleading. They get you excited about something then throw in the fine print last minute. I wanted to get an iPad because they had a good promo going but you had to buy service with it which I didn't want so I didn't get the iPad. No one had mentioned it previously when I enquired about it. read more

While everyone is always knocking on AT&T I haven't had anything but great service from them. When I went into this location to buy my iphone the staff was very helpful and the store had a few iphones on display so I was able to try the phone before I bought it. The staff was also helpful when it came to buying a case for my new phone. While I was in the store I was offered other accessories but didn't feel pressured to buy anything. This location also wasn't extremely busy so i was able to get in and out quickly. read more

If 0 stars was an option, it would still be generous. We were in there for over 2 hours today trying to make a simple change to my account to add a discount. After meeting with an employee that had to leave and talk to a manager after every question I asked she convinced us that everything was good to go and our account had the discount applied to it. As soon as we got home and went online we realized that the employee created a new account with my phone, but left the other 2 phones on the original account. I'm not sure what the requirements are to be hired here, but I'm pretty sure my dog would do a better job. Changing to Verizon or t mobile soon. read more

By far the worst experience. Went in looking to switch porgrams and upgrade phone. Rep looks at my plan and says I can save $100/month. I asked him to verify that and he says its correct. I buy the phone and begin set-up while he finishes paperwork. When he is done, he shows me my payment. It's $25 higher. Turns our he forgot to add phone charges on my current plan. I was not happy. My Daughter and I upgraded and now had to downgrade back to my original phone and program. Manager Will refused to honor the written quote and tried hard to get us to just leave. Been with ATT for years, but will me leaving. Steer clear of this bait and switch shop. Managers need some customer service training badly. read more

Every single time i go to at&t or apple to do anything with my phone my experience is not pleasant. Except this time! I was eligable for an upgrade and the rep who helped me was so awesome. His name was Tony. Extremely helpful and friendly. He also 100% knows what he is talking about when it comes to phones,headphones, data etc. I don't write reviews much but i wanted to give him a shoutout! read more

Walked in to this store and asked how long the wait was and was told there were two people ahead of me. I patiently waited for a half hour and watched my name move up the screen as two people were called then watched two others get waited on ahead of me and the saw person number 6 on the list (i was number 1) get called ahead of me. I looked for someone to talk to, mainly the man who originally greeted me at the door. Nobody to be found, they were all in the back. He eventually came out, I approached him and asked why people were being helped ahead of me. He curtly said well they had appointments. I said I distinctly asked you how many people were ahead of me and you told me two. I am now number 5?? He again said they had appointments. All the while the security guy is standing there with his gun on his hip??? I asked why he didn't tell me that there were appointments ahead of me and he said sorry I didn't tell you. I have better things to do than stand and wait to buy two Iphones with data plans, cases, chargers and connect my Ipad to share data...He then just moved on. this totally ticked me off and I said take me off the list I will take my business elsewhere. He said OK! Where has customer service gone? They all have Ipads and neat screens to tell you where you are in line, which isn't quite true because they don't go in order but nobody has any customer service skills. I'm sure someone will take my business....... read more

Good service and great prices. Very happy with my visit here. Sales woman was helpful and knew the products. Did everything to set up my new phone before I left. Transfer my current number , signed me up for auto pay , put in my current contact list etc. and I got a nice discount on the acesserys. read more

I dont know which exact location this sales guy Kurt Works out of, but he is amazing. When I moved into my new apartment, the leasing agent gave me his name /number on this flyer . I called him and he gave me the rundown and no hidden sales tactics. He didn't over talk , and he listened to my needs as I was hesitant to sign up with AT&T after I had so many bad experiences . Gave me the best deal. I believe in rewarding good people, If you need AT&T service, call him! His cell is 630-384-9177. He is so helpful and will take care of you! read more

Customer service guys are fine but this assistant manager Orlando Miraldi is terrible. Treats customers like they're second class and humiliates them in front of customers and their staff. read more

After having a bad experience at the downtown Naperville store, I went to this location to change my plan and to add another line; and all I can say is, I was amazed by the outstanding customer service, especially by their salesman Brian. He took his time with us and thoroughly explained our new plan and even helped us save money along the way--it felt like he truly cared about our needs and I will be coming to him and this location again! Thank you, AT&T for giving me a reason to stay!!! read more

absolutely horrible experience.the sales people there are arrogant and rude.I was there as the store was opening one morning and employees come in half dressed hungover looking, I was there 10 minutes after the store open they still had people struggling in their t-shirts and jeans shirt untucked had more of a college dorm experience good luck with these arrogant jerks read more

Went to this store and had the displeasure of getting Raul to help me. He was rude and unhelpful so I walked out of the store and went to the Glen Ellyn location and they were wonderful. I will never go to this store again! read more