I recently went into this AT&T store for phone trade-ins. They mishandled the trade-in process on one of the phones, leading to incorrect credits (or lack thereof). After the store assured me it would be fixed, I still had to spend several frustrating hours on the phone with AT&T customer service trying to resolve it--multiple calls with no quick resolution. On top of that, unexpected additional fees were added to my account that were never mentioned during the in-store trade-in process. This has been a disappointing and time-consuming experience with poor communication between the store and support. read more

Writing this review as an urgent warning to potential customers regarding highly concerning security and operational practices experienced immediately after signing up for internet service.​ My internet equipment was deliberately shipped to the physical store instead of my residence, preventing me from activating my service. ​Upon investigating the delay, it was discovered that a representative had changed the shipping and the service address on my account to an entirely different, unknown address. ​As a result, it appears my equipment and potentially my newly activated service were delivered to and set up at a third party's fraudulent address, while my account and billing information (including my stored card details) were already active and tied to this false location. ​This situation demonstrates a serious lack of internal control over customer data, which is completely unacceptable for a provider. Until this matter is fully resolved and the company addresses these fraudulent activities, I strongly caution others against using their services. The rep working with me was Steven and Jeremy. Jeremy signed for my equipment and looks like he activated it as well. read more

I stopped in hoping to get a texting issue resolved. As I walked in I could see that there was a single employee that was helping a couple with new phones, etc. I sat down quietly and waited patiently for my turn. I kept hoping another employee would come out of the back and help me OR that I would get any kind of acknowledgment of my existence in the small AT&T store. I received none. A very simple "Welcome in, I'll be with you as soon as I finish up here.", or "Hello, I'll be with you shortly", or any kind of greeting or acknowledgment would have been sufficient. After 30 minutes of sitting quietly, waiting, I stood up and left the store. This is VERY poor customer service and a lack of basic manners. Please do better. read more

Be very careful at this location. The manager was the one helping me and twice tried to rack up my bill. I went in there to trade in my phone, which I did. Upon receiving my new phone, the manger immediately said "let me go grab you screen protectors" then tried to talk me into buying a phone case. I politely said I did not want to buy one here. He was obviously irritated with that and gave his opinion that I was making a bad mistake. He then handed me the card reader without telling me how much would be charged on my card, before I paid I asked how much the screen protector was and he told me $45! I said no I'm not paying for those which resulted in him lowering the price to $8.... Finally he quote "took it upon his self" to upgrade our phone plan without my consent. No way did we authorize this as our plan is grandfathered in with discounts from 1999. I called the store back immediately after I left and the manager said he couldn't change the plan back since it was out dated and we need to call 611. Not only did I have to go through the trouble of calling AT&T and sorting through the mess he created, he truly was not apologetic. He continued to says "well I was saving you money" when in fact sir, you absolutely were not. Save your money and time by going to a different AT&T location. read more

So slow. Been sitting here for 45 minutes waiting, while one employee helps a single family. There's 3 people waiting, I'm first in line. A second employee is apparently sitting here doing inventory not helping any customers. Understaffed. Never waited this long at an AT&T store before. read more

I would go here for the customer service but don't fall for the corporate discounts they promise you. Get everything in writing. Joining ATT is the worst mistake I've made! read more

I was in a couple weeks ago and Apollonia helped me and was amazing. My father passed away and I was trying to figure out how to close his account. She was professional, kind, and all around a great person. read more

We came into the AT&T store located at 1475 Broadway Ave. in Boise. I wish we never had. There was a sign outside about a promotion they were running to trade in an old phone for a new one. We were told that our old iPhones, an iPhone 5s and an iPhone 6, were both worth $350 and that we would just have to pay $50 out of pocket each to get the petite iPhone SE 2020 that we both wanted. Well, based on the stars we gave this AT&T location, you can guess that was a lie. Unfortunately the truth didn't come out until they gave us AT&T SIM cards for our old phones, which was just supposed to cover the two-day delay in getting the new phones shipped to the store, as they simply had none in stock. Instead, our phones were switched over to AT&T and then we were informed that an iPhone 5s was worth "nothing" and that the iPhone 6 worth we were told was accurate, but could only be applied to a more expensive, larger phone. I was about to go through on the deal for just my phone, then was told that I'd have to pay bills for 6 months to prove my credit-worthiness and could no longer just order the phone given the credit check that came back (my credit score is good at 740+). From there we were told to try to go back to our old providers. So we did. But they locked our phone numbers we had transferred over to AT&T and set our existing phones up for WiFi-only service, so we were unable to use GPS, text, or make any calls--it only worked here and there when we were on WiFi. They were dishonest, rude after getting our phones switched to AT&T, and undertrained. I hope this happens to no one else. On the bright side, AT&T's customer service when I called the phone bank to cancel and dispute the $166 bill that came from having our phones with AT&T for less than 4 days was amazing. They got rid of the bill, but they couldn't give us our time back. It took us 3 visits, 5-6 hours, a salesman named Andy and his "manager" named Artemis to walk away with phones that didn't work and a strong desire to never do business with AT&T again. They were asking all customers to leave positive reviews after someone else had left a negative one. I now know why. Save your time and go to Verizon--they're at least honest. read more

I received great service at this location on 5/9/2023 from Charley. My phone wouldn't turn on, the screen was black, I couldn't get it to respond to any restart options. Before I even finished explaining what I had tried, he said "I've got you" and handed me back my perfectly functional phone! What a great end to my day. Thanks! read more

They were super helpful and I was in and out of there on Christmas Eve last year. I purchased an iPhone 8 for my wife. They got me exactly what I wanted and even walked me through the set up. I went home with the phone and felt really comfortable following the steps they had given me. I ended up getting a couple of other items, because they had some close outs for them. I will definitely go back again if I need more assistance read more

I had ordered a phone online to take advantage of a online special, unfortunately, my order was canceled duty to an identity question. My online tech support asked me to go into a store to verify my ID, so I went to the AT&T store on State Street. I gave them my ID and they said everything was handled. Unfortunately it was not. I called online tech support and they said the order was not processed (which they had told me it was in the store) Now four days later, I had no phone, so the online tech support sent me back into the store and told me they would honor my order. They would not, not in anyway. When I was supposed to get a phone for around $40, now they were asking me to pay $80, for a phone that wasn't as good as the one I had initially ordered. of course I could pay $129 and get the same phone, only $90 more than I had originally been quoted. When I asked if there was anything they could do to help, they said I was no different than any one else coming in off the street, and they could do nothing to help me. But I was someone who was promised a better deal, had spent hours on the phone with support, had several years of AT&T service under my belt and ultimately I had been lied to, to me that did make me different than someone walking in off the street. read more

Wow! What an arrogant jerk. I had a billing problem, changed carriers and it locked me out of my accounts. Couldn't get in online and couldn't find a live person to sort things out on the phone. So I went to the store to talk to a person and try and have my problem resolved, and he said that I would probably have to cancel my credit card to stop auto pay. He said I should've done it before changing carriers. He acted very arrogant and like I deserved this situation for changing carriers. I asked him if there was a number I can call to talk to a live person, and he said no. I went back home and googled AT&T service and finally found the number I needed. I was a loyal customer for 10 years, it was very disappointing to be treated like this. I will probably never use AT&T again, just for this frustration and the way I was treated. read more

Hunter at AT&T was the most helpful person we have experienced in our 12+ years as customers. We upgraded our plan and were in and out in 20 minutes. Amazing! read more

There any number of ATT Stores in the treasure valley including the several that have kiosks at the mall. They all offer the same products ranging from the newest models of Samsung and Apple phones. Why is the Broadway store different? The difference is in the customer service. You will be hard pressed to find a more willing and dedicated team of expert representatives led by their retail store manager, Jim Huntington. We have been an ATT customer for over 7 years now ( Eons in cellular phone years ) and were dazzled with the level of attention, care, and genuine passion that Jim has for his customers, his team, and the ATT products. It may be a drive for some people from Meridian, Eagle, Kuna, and Star, but believe me it will be worth it. Whether it is Lance, Lindsey, JD, or even Jim himself, you will be treated like a star. Every question will be answered professionally and with honestly. We recently had to upgrade two phones. One for my wife and one for my daughter. My wife received an iPhone 6 and my daughter received a Samsung Galaxy Edge 6. The whole experience was no-nonsense, simply to follow, and was NOT pain enduring like you would think it would be. While we were in the store, a customer had an issue with a phone that was purchased online through ATT. The team led by Jim took that nightmarish scenario and turned into an opportunity to teach customer about the products and the process. The customer left with satisfaction and a smile. You may have a different carrier, phone, or even service but if you need a service and wanted to be treated fairly with dignity and care, go see Jim and his team at the ATT store on Broadway, in Boise. read more

I have visited this store several times in the past to buy phones and accessories. The staffs have always been pleasant, friendly and helpful until today. A young, female staff (M) assisted me today and she was rude and arrogant. After spending a few minutes with me "explaining" why my nurse discount doesn't applied to my account she went off in a huff to get her manager so he can "tell me the same reason" she is telling me. The manager came, spent all of three minutes inquiring into the problem and asked her to call AT&T retention line. She called AT&T and is explaining the problem to the representative and said "I need you to tell her the same thing I have been telling her". She then turned to me and said "I have tried telling you seven different ways til Sunday why you don't qualify for a discount". I am beyond belief at how rude she is and I walked out of the store. I called AT&T myself. The representative on the phone in less than a minute said my account qualify and all I need is to present my hospital badge. I will give this store ZERO star if I could. read more

Where do I start ... when you are in the store the employees are attentive. Until you walk away. Why give a customer a card with your cell if you are not going to pick up the phone or return messages during business hours (Chris Sutton). If a customer walks in to file a claim for a damaged phone, why wouldn't you be helpful and call the helpline with the customer ? Or walk them through the process on the tablets provided for you? Why do customers have to go to the store when they basically have to act as their own service customer representatives? As a family we are paying over $500 a month for AT&T services and this is not what I expect when I walk into a store. I expect the reps to do what they can to provide me with a satisfactory experience and if they provide me with a card, the least they can do is pick the phone. Directly after calling the reps cell, I called the store and was immediately transferred to him. That tells me that they were standing around talking with each other instead of doing their job. Management?! read more

Hunter was awesome! We had a problem with porting our number over a few days before. We walked into the store and hunter took care of everything. It was a huge headache trying to figure it all out but hunter got it all done in less than 10 min. read more

I have visited multiple AT&T stores and have always welcomed by smiling faces and warm greetings. We walked into this store and it took close to 20 minutes for someone to ask us to wait. read more

Horrible Customer Service!!!!!! The wait time is ridiculous, was sitting in the lobby for over 15 minutes and there were Reps in the back room. The Manager is clueless, all he does is greet and take your name to be placed in the queue. When I asked why he doesn't assist, a rep stated that he does not know how to sell, work with customers, WOW, REALLY, THE MANAGER DOES NOT KNOW HOW TO!!!! Charged restocking fee for a brand new iPhone 6S that was NOT Working, after I get fed up with the issues. Been with AT&T for over 12 years, Family plan - 4 phones, after visiting the Broadway location, will be leaving Verizon. STAY AWAY from the Broadway Location. Go to the Mall or any other location... read more

Came in to discuss an error in billing. Customer service by the manager and employee who helped me was 1 star. Manager seemed to have no care for the growth of the organization through good customer service. read more

Will never shop here again. Took forever to buy a watch. My son literally melted down while we waited. Returning the watch was similarly awful (although that was part of their corporate policy). Everyone was polite but their system and policies are terrible. Contrast that with Apple store or most other stores and choose appropriately. read more