Receiving one star because I could not post otherwise. 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! read more

The employees that work here were amazing! We actually traveled farther to experience this type of service. Mario at the 529 Roosevelt location would not listen and was condescending, but with Izzy and Madda (store manager) it showed us how true service should be. We stayed there 3 hours and they helped solve complications and develop a plan for us a family. read more

Service is super bad I have small issue like I use prepaid number they charge extra one month then they still trying charge extra so go this location ask help they said there is nothing we can do said bye wtf is the big deal guess what who was serving an old manager and new manager treat people like that asking for help 10 min no one helping rejecting all my help questions you know what the issue was AT&T charge extra no my problem but because my they block my number so. I will say stop using this stpd service AT&T store people threat you like oh buy this this this after you buy service come back for asking service issues they refuse to help be careful please read more

BEST AT&T store EVER VIVIAN TIM MARK Made a tough situation just fade away!!! TRULY CARED helpful friendly made me Smile

I had a pretty complex issue with my phone/plan and called the Downers Grove AT&T store. Nick answered immediately and said he could help me. I brought my phone into the store and was greeted by Nick who was able to quickly resolve my issue and was very friendly as well! I could not have imagined a smoother transaction and resolution. Thank you!!! read more

Excellent Service.....Ivan is the man!! Went out of his way to 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!! read more

Terrible. Stopped by this store for the first time to ask about how to change to a new wireless plan with a specified starting date. The staff, Kevin, did not ask my question but changed topic by asking me about payment and billing. Then asked about if WiFi Assist capability was turned on and suggested that Apple could be controlling my iPhone without letting me because they (means Apple) thought they knew better. This I am in the process of verifying with Apple. Seems like he was trying to trouble shoot but kept on getting off to other topics again and again. Suddenly I thought of a question unrelated to what I was asking, and I asked him to pause on what we were discussing and let me ask about AT&T stocks' current underperformance. Kevin got really upset, grabbed two business cards, one is his and one is his manager, Tim, asking me to contact Tim and asked me to leave saying I was argumentative, and I went there to debate. When in reality, Kevin, and his colleague (there was another staff sitting right next to Kevin) never answered my initial question on: how can I specify a starting date for my new phone plan? Kevin's answer was there only three options: 1) backdate to last billing cycle; 2) change immediately; or 3) wait until the start of next billing cycle. That's different from what I was told by another AT&T staff at another location. Kevin's colleague who overheard the entire conversation sided with Kevin and attacked me when Kevin got upset about me asking about AT&T's stock performance. They did not seem to have good concept of what customer services is about nor have the knowledge in answering the questions. Most concerning is that Kevin seems to be emotional unstable. Had better experiences with other AT&T locations. Don't stop by this one. read more

Sometimes I've come in here and had been treated like a young adult. Which even tho I may be they always snapped to it once they realized it was my own account. Very pricey service. Upgrades every two years. Lacking customer service at this location anyway, but never a dropped call. But price broke me. Switched to t mobile and now pay the same and upgraded to the 5S and then 6 within a year. Wow. read more

Needed a new android phone to be able to connect to my recently acquired Subaru Forester Sport - Starlink. From assisting in phone selection to getting the S-8 operational and pairing it with Starlink, the folks at this location were extremely patient and helpful. I would recommend their services although the store might not be closest location. read more

I have to say the service I received in this store today was TOP NOTCH! Tim Panek and his Team were GRADE A with customer service. I have been with AT&T for mobile service for over 20 years and will continue, now I know why I have this network! Thanks Tim Panek and Team -- You guys ROCK !! read more

I've been here three times with my mom and have gotten excellent service. There is one particular employee--I think he's the manager--who is so respectful to my mom and patient and has been very helpful each time. The first time was after my dad had passed away and my mom needed help with her phone and the compassion and service he showed was just amazing. I truly appreciate the great service we've received here. read more

Store manager Tim and his crew are the best. Tim knows his stuff and provides the best service of any AT&T location I've been to. Skip the corporate stores and stop in here. You'll be well taken care of. read more

This store is bad. I was sold a product (home internet) for $40/month including fees and taxes. For life. After the first year the bills changed to $45 and then $50 and now they are at $55. The manager tried to fix it but simply gave credits and didn't sort it properly. I called customer service and they stated the promotion wasn't real and that my account reflected something else. I requested the store and customer service to align what the issue was and the it was stated "we cannot do this you don't have an agreement". Massive bait and switch and poor proactive nature to deal with me. The customer service rep stated there was no avenue to deal with the issue and they could not help. In conclusion, I had to cancel my service having over paid $100 in one year. Out of pocket and unable to pursue the money bad. The sad part is my company has AT&T as a client and they alway stress how good it is. My experience was less than desirable. read more

After desperately trying to find my lost cell phone, I decided to try the AT&T Store located at 2321 Ogden Ave, to see if they could give me some ideas on how I could potentially locate it. Cassie, went above the call of duty. She used her "FindMyPhone" App, and was able to pin point the exact location of my phone. I have always received excellent service from this store. Thank you, Cassie. . read more

My iPhone died on the Sunday morning following Thanksgiving. I called many stores searching for an iPhone 11 with 128gb. Most didn't have any. When I called this store I talked to Nick. He was kind and polite and while other places wouldn't hold one for me while I made it there, he just asked me how long it would be before I could get there. When I walked in an hour and a half later, (We we're coming from Munster, Indiana), Nick Donzanti, Tim Panek, the store manager, and a trainee all gave us personal attention, explaining how I could save $30 a month on my bill by putting in auto pay. They were very nice, and accommodating beyond belief. I highly recommend that you head to this particular AT&T store for you phone needs! read more

I was so thoroughly impressed with the quality of customer service Luis provided when I stopped in. He was very patient and friendly and answered all my questions. Definitely coming back!! read more

I just paid my bill and my phone service was not turning back on. When I called to address the problem, Unsure what had happened, the sales man told me "do you think I have a magic button ". I asked to speak to a manager who then insisted on hanging up & had no advice for me. I received nothing but rude comebacks. Working in costumer service my whole life, that is not how you address a costumer. Beyond disbelief that your store thinks this is acceptable. I will be contacting corporate to address this problem. I would put 0 stars if I could. I will also be switching carriers & letting my clients know how you guys address problems as well. read more

My husband and I always have great service when we go, and we have been going for years. The reason we continue to go there is because of the great service we get when we walk in. Tim is the best so informative and let's us know about all the offers available to us. He is always friendly and will even make small talk and actually walk us out the door. Dan was our salesman and he was just as friendly and helped us set things up and answered all of our questions to our satisfaction. The showroom is always clean and organized and well stocked. The phones are answered in a decent amount of time. If your looking for great customer service visit this location, you won't be disappointed! Great job Downers Grove AT&T!! Thanks Tim and Dan for great service. read more