Worst service, very unprofessional, disrespectful of their clients and when questions are asked they just roll their eyes or act like it's too much of a hassle. Even their managers are downright rude. Never come here to get anything serviced. AT & T was known for their customer service back in the day but the current generation of employees lack professionalism and leave a bad taste in one's mouth. I would give this store 0 stars if it would be possible. read more

Worst service ever, the guy that met me at the door with his oh so nice greeting then decided he could not help me at all. I was already frustrated by my new phone that I got there a few months ago was dropping calls, going straight to voice mail, I was missing important calls. He flat out refused to help me. Said it couldn't be done, that he didn't know why this was happening, nothing from him. Why was he even working there? I just gathered my coat and purse and drove home, called my daughter on her lunch hour and she fixed it! And she is older than this mean , worthless salesperson and works in insurance! Good lord AT & T get some people who know what they are doing to work in your stores! I am switching to another company as soon as I can!! read more

I visited the Gurnee store specifically to purchase a phone that had absolutely NO access to the internet, and I told the sales person that. She sold me a classic flip phone and blocked the data on it but neglected to inform me it had WiFi access. I went back to return it and thought I shouldn't have to pay a restocking fee because of the sales person's misinformation. I was told the manager would call me. When no such call came I reached out to the store manager myself twice with no response from manager Phallen Thompson. I went into the store because the 14-day return window was approaching and was able to speak with Phallen Thompson. He could care less about my situation and kept passing the buck to ATT management. He was quite the disappointment and waste of a resource. If you do have ATT service, I would recommend going to a different store location far away from Phallen Thompson. read more

This is my usual att store. Went back in today around 6:15pm as my phones were shipped to my house instead of to the store and I wanted to make sure they get setup correctly. I waited to be helped which was no problem. But when the associate came from helping another customers problem she was completely annoyed and almost angry to even talk to me. She made me very uncomfortable to continue talking to her. I made an appointment for the next day. Edit: I went home and setup my 2 phones myself and while she said with a snarky attitude that it would take at least an hour to download my iCloud backup. I drove home, activated and downloaded my back ups on both phones all in less than an hour. read more

Bryan, the store manager, made my day! We were trying to transfer our service but we're having trouble pulling up our new address since it t was a newly built home. Bryan had me come by the store, he submitted the information needed to establish the new address and sent it on its way. He also followed up with me regularly with status updates until we were set with an appointment to transfer our service. I've never received such excellent customer service! Well done! read more

I switched cell phone carriers and purchased a new iPhone in the process. I stopped at the Gurnee AT&T store and met with Brenda. The transition to AT&T from my old carrier took a little longer than I expected (no fault of AT&T) but Brenda was patient, kind, and able to assist me with the process. She displayed a level of customer service which is sorely lacking these days. read more

The sales experience was pleasant. We went in to see about upgrading a couple old phones. The only "deal" we could get was if we switched our cable and internet to their service (from Comcast). We bit. We also continued with our phone insurance program (via At&T). Reluctantly. The promises made and story told to us during the sales cycle turned out to be no accurate. 45$ screen protectors that supposedly warranty the screen in case if it getting cracked. Speed of the internet. Protection of disk (Direct TV). We put the install on hold. Low and behold we cracked a screen on one of the new phones within a week. Crap. We went into the store to act on the insurance. 1st told that nothing but a costly replacement would be honored then the manager called the stores insurance rep to get a straight answer. It all went well at that point. We stayed and the manager filled out all the correct paperwork needing to be filed and was told by the insurance rep that we would be contacted within 48 hours. No call so we called the insurance company directly to find out when we were to bring the phone in to be fixed. We were then told that the zip code we live in indicated that they cannot fix the screen due to either lack of tech availability or parts available within 35 mikes of ou zip code. So I asked repeatedly where and when should I go to get this taken care of. They could not tell us. I gave them 2 zip codes in Chicago stating that I could bring it there. They said they don't cover that area. I then told them that I travel the country and could bring it to any major city and told them to just tell me where to bring it...then they responded by telling me they couldn't tell me that. They also told me that there are only 7?appointment per week available and this week must be full. I asked them again to give me a date and they said they could not do this. At this point I need to point out that both the managers Friday and today were helpful, friendly and just as baffled as we were. We have paid insurance on 4 or 5 lines/ phones for over a decade and this is our experience. My word to you is if you get an iPhone get the Apple Care and DO NOT get the AT&T insurance. Their insurance is provided via: AT&T Mobile Insurance and AT&T Multi-Device Insurance are underwritten by Continental Casualty Company, a CNA company (CNA), Chicago IL, and administered by Asurion Protection Services, LLC (in Iowa Lic.# 1001002300, in California, Asurion Protection Services Insurance Agency, LLC, CA Lic. #0D63161; in Puerto Rico, Asurion Protection Services of Puerto Rico, Inc.), a licensed agent of CNA. read more

Theses people here not just the one I talked to but the manager at this time 2/11/20 11:46am were very rude and I felt very disrespected. Did not let me talk or ask questions and I felt they eye pushing me away AND did care for my business. read more

Brenda was wonderful. She is 1 in a million. You need to clone her.... thank you sweetie. You should get a raise

I was really happy with my experience here. Earlier this week I decided to get a new iPhone SE preferably in Rose Gold. Little did I know the SE was a hot ticket item and in short supply especially ones in Rose Gold. Even Apple Stores had 0 in stock! With a waiting list of over a month! Thanks God a SE was located at this AT&T store in my metal. So George and I zipped on up here blaring Bob Seger in our SUV, walked in and were helped immediately. Daniel B took care of me and he was really friendly and efficient. The whole thing went very fast. I liked he helped me select a case and screen protector and applied them carefully. The case selection was small esp for my model, but I found one that matched with rose gold shavings floating in lucite (I still am going to get another one with a pic on the outside of G probably). I appreciated he gave me a tip that if you watch videos esp on YouTube it can use data more that surfing the net or message boards. He and most people have no idea this, but I watch YouTube a lot! Another thing i liked was he didn't chit chat with his coworkers. Def at another AT&T store but EVEN at Apple Stores I've had Genius Bar employees chat or make remarks about the customers or sarcastic remarks about their devices or issues while on the floor or helping me. One more thing is the location wasn't really that out of the way since its by many highways and two tourist attractions (Gurnee Mills ginormous outlet mall & Great America theme park) plus a bunch of other strip malls. And the low lake county sales tax and low cig prices for smokeys, but honestly I'd probably go back for the outlet shopping LOL and visiting this store. Yay for fast and friendly service. read more

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NIGHTMARE!!! I decided to try out tv, internet, and cell service with atnt. The last 10 days have cost me a few thousand dollars, 1. Installer cut all coaxial cable that had nothing to do with the install. Therefore I have to run new lines throughout the house. They even asked "why did you even go in your attic" 2. I was told I would have channels that I never received. 3. We traded new S10+ phones for compatibility purposes I was told, After 10 days my original phone is gone and I turned in my atnt phone to not be charged another grand. They will not help with my sprint lease like I was told they would. 875 bucks. 4. Trying to resolve anything was pointless, they make appointments which they dont even show up too. Or even call in respect of being over an hour late. You are basically a volleyball. Tossed from one person to the next, never resolving an issue. Hours on the phone....hours... 5. Money is the bottom line, they stall until 14 days are up to trap you in a contract. They even cannot agree on the actual termination date, some thought 7, 10 days etc just to push you away. Even had the nerve to charge a 50 fee for returning the cell phone. Side note: 10 years ago When I went overseas while in service, I legally could pause my cellphone account until I returned. Instead I returned to a 1200 bill. I never used the phone. Which was a long battle to get out of. I gave them benefit of doubt an tried new service a decade later, you can see how it turned out. SHOP AROUND You literally cannot do any worse than atnt. YouTube search AT&T scamming customers. Positive: I talked to 3-4 nice people, couldn't help at all, but nice.. read more

If you need reliable cell service then I wouldn't count on AT&T. I've been with them for over ten (10) years and finally got feed up with over billing, unreliable service, Promises and lies they feed Their customers. AT&T filled for LLC Status. Which stands for limited liability company. In layman's terms, the company doesn't have to meet its promises or lies And their liability is limited. So if your perfectly content with overpaying for service, not getting what you're paying for than a AT&T is the company for you. For over ten years I was a loyal customer. Cell phone, Home phone, Internet, and yes Television service. Every year my bill increased and service decreased. Since I changed to T-Mobile my service is so much better and pay half of what AT&T charged without the fees, taxes, and other charges Associated with a AT&T. Same goes for Internet, I never received the speeds I was paying for and every single time I complained they would say it's with in The acceptable range allowed. Meaning if you're paying for 100 MB service they will provide you with 71 MB which is one megabyte above the next slower Internet plan. Wow what a deal !!! You pay for a higher Internet plan and they give you one megabyte more Internet speed for the price. Since I switch to Xfinity I get quadruple the speed and my Internet speeds never been under the plan I'm paying for, if anything it's over. And best of all it's 2/3 cheaper than AT&T has long as you buy your own modem & router. As far as AT&T as a TV provider. I tried U-verse and DIRECTV and again what a joke. I switched to Layer3 TV and again cut my bill by 2/3. I would not recommend AT&T for any services. But please don't take my word for it, ask around or try them out yourself. Just be prepared to pay a lot and spend lots of time on the phone with customer service To no avail. And best of all they have you locked in for at least one year to two years depending on the term of the contract. What kind of company hopes that you will cancel your service with them before the contract. Just to make an extraordinarily amount on early termination fees poor services They provide. Before using AT&T for any services please, please read the small print. Because I can guarantee whatever the minimum services, that's what you're going to be provided with. Well done AT&T, Such a wonderful job on outsourcing and broken promises. I will give you five stars for that. read more

I love the decor and layout of the new AT&T stores. These are great if you want a hands-on look at the many phones and tablets offered through the wireless carrier. The latest models are always there. The place is often busy. Lately, I always make an appointment before I go. If you don't, be prepared to wait up to 45 minutes to see a service attendant. There's always a host who'll take your name and cell phone number if you don't have an appointment. You can wait in the place or go over to Starbucks while you wait for the text that you're next. I'm not really a fan of the difficult to understand pricing packages and breakouts for service these days. AT&T is among the highest priced service providers and that's the price you pay for coverage and selection. You can also try out some of the accessories like bluetooth speakers and headphones, smart watches, cases and chargers. Their prices on these things are always very high. Be forewarned. Service levels are very helpful, informed and professional. Customer satisfaction is important to AT&T, and it shows. read more

Very frustrated! Every time I go here I have to wait between 15 - 30 mins just to buy an accessory. 26 mins on this trip. They tell me I have to sign in and there's so many people ahead of me. Only the store is understaffed and all these people need to be helped with some problem with their device which will take time. ALL I NEED IS AN ACCESSORY!!! 30 seconds to check me out. This is the 3rd or 4th time now they have made me wait like this. I should be making a bad review of every visit but this has been bottling up for a while now. This store obviously has priority issues and needs to staff better. Also, it is next to impossible to get ahold of anybody on the phone. It sometimes takes me 30 mins of repeatedly hitting 2 then 1 to have the phone recall the store again. Over and over again until someone finally answers. I usually just give up and try to Google my issue. It is a joke this place. But I can't go anywhere else when I need a certain ATT accessory like a modem. So I am stuck going here. They tell me you should have just called and made a reservation. Really??? read more

They sold us an "APPLE authorized" charger, that failed after 1 month. I specially wanted an Apple charger for this reason. They talked my husband into their POS substitute that worked for a month. I went in to return it as I wanted my money back. Need to go buy an actual Apple charger. They refused to give me my money back but would only exchange it for another piece of crap that will fail in another month. The year warrant is only good from date of original purchase and not from the time of each replacement. And the manager Drake, was a not a manager at all and knows nothing about customer service. Neither did the sales guy helping me. How simple would it have been to give me my $50 bucks back? We Pay over $300 a month and an treated like that. Time to find another cell service! read more

At&t always has outages. Always are laggy to resolve issues. Took me a month of calling them every week in order to get my service. They are like internet in the early 2000's; always having problems! read more

Kyle the "retail sales manager trainee" is the most helpful rep I have ever had to deal with. Answering questions with the right answers and finding the answers quickly to questions he could not answer. After an indignant manager at the mchenry location almost caused me to cancel att service Kyle got all my questions answered and saved my business read more

Very good service this time; the employee was knowledgeable re: available phones. Since they discontinued the "upgrades" he was able to help me choose a phone that would suit. He was able to take the time to go over everything.. He had the patience to listen... applause to the employee who took his time...... read more

I have had my fair share of frustration being an AT&T customer for over 10 years. Their phone customer support is an absolute joke and I've never really had a "good" experience in a store, until I came here. This ATT store has some of the most helpful customer service associates of any store I've ever been to. Issues were resolved quickly and efficiently and they went above and beyond to solve my problems with my experience and future service needs in mind. The people working here definitely make the difference. read more

I have never been a fan of going to corporate stores for customer service, the wait and the service has not always been the greatest experience. So for me to rate this store 5 stars means a lot!! As a first time AT&T customer the customer service I experienced here was perfect. From the moment I walked through the door until they whole process was done! Perla was my customer service rep and she was amazing, so friendly and patient with me and my family! Glenn the manager was also amazing and made sure that we were taken care of!! I also wanted to mention that I had to go back to the store and it was 5 mins before closing and the staff still welcomed me like I was the first customer in the morning! Manuel was there for me to help me transfer my phone information and I felt so bad keeping them after hours but they stayed pleasant and professional. Overall great store and superb staff!!! read more

When I visited this store recently, the sales associate who helped me admitted that when I call AT&T customer service or have online chat with them, they are likely to give you wrong information. I have had issues with them numerous times, and thought the associates at the stores must be better trained. The sales associate who helped me was young but helpful. Unfortunately, she couldn't take care of the issue (reimbursement) because it was the job that customer care office takes care of. So I called the customer care and after waiting for 45 minutes, the person said the manager there took care of my issue. But as far as I saw my AT&T account, the amount was not fixed. 3 days later, I went back to the store and directly talked to the manager. He checked my status and promised me to take care of it. He even said I would receive the phone call "by the end of today" and be informed how much they will reimburse me which I didn't even ask him to. He must have lied to make me believe that he would take care of my issue. The phone call didn't happen so did reimbursement. I had to call the customer care again and it was finally taken care of. Later, I found millions of similar complaint online. I also was recommended "Next" by other sales associate, which I'm glad I didn't get. He told me the monthly fee would not change, but it actually does. This company is known to deceive customers and won't give you refund. Please be aware. Ranked worst in customer service survey http://lifehacker.com/5953394/five-worst-companies-for-customer-service http://bgr.com/2014/02/25/att-customer-service-ranking-time-warner-cable/ www.consumeraffairs.com/cell_phones/att_wireless.htm att.pissedconsumer.com read more

I went in with a billing issue on my home phone and cellphone combines account that no one in customer service seemed to be able to figure out. Melanie was very patient and helpful, she took the time and figured out my billing question and even allowed me to add insurance to one of my older devices!!! I will definitely be coming back to this location for all my AT&T needs!!! read more

This location is by far the best I've been to so far. We had no wait and all questions were answered within 15-20 mins. Greg helped us out and was really great. read more

Horrible customer service! Constant issues with little to no help resolving. Absolutely the worst WiFi and tv company in the business. After 20 years of service I have had enough read more

Just waited 40 minutes to speak with someone about our phone and cable package that spend almost $500 per month to use but no one could find time to talk with me. I left and plan to call Comcast on Monday read more

We made an appointment 3 days in advance to avoid a long wait. We were initially greeted at the door with some enthusiasm, but when it became clear we weren't new customers looking to drop $$$, we were checked in and quickly shuffled off. Our 6pm appointment came and went without being acknowledged. 30 minutes after, I approached the desk and asked the woman who had been texting for the last 10 minutes when we could expect to be helped. The woman said, "You're next." I asked why our appointment wasn't honored over walk-in appointments and she literally shrugged her shoulders at me. It wasn't like the place was even busy. 45 minutes after our appointment time, we were finally called over by an employee. After paying device protection insurance for 2 years, we were told we had to pay a $112 deductible to replace a malfunctioning device. We had been told by a salesman at this very location previously that paying the device protection would ensure complete free replacement should the device malfunction. The salesman offered no alternative and was very curt. I told him we would replace the device since my wife needs her phone for work. When we originally made the appointment, we were open for eventually upgrading both our devices, but instead we will be switching providers entirely. I asked for a comment card on my way out to remark about the wait and the service, but the salesman laughed and told me they "didn't have those." read more

Went into the Round Lake Beach location just about an hour ago. These guys really know their stuff. My phone was on its last leg (iphone 4) and while they set me up with a new droid, (because I wanted ad blocker for the kids) the other associates played with my 2 year old son. Now I just have to wait for at&t to bring uverse to my neighborhood so I can drop comcast. read more

I went in a few days ago to purchase an iPhone 6s as a birthday gift (upgrade) for my husband. They had the one I wanted in stock, but the salesperson had me second guessing space needs, so I held off until I could sneak a peek at his storage usage on his current iPhone. Once I confirmed the size I needed, I went back (yesterday). I had made an appointment to minimize my wait time. Still, I waited 20 minutes, after which the manager told me that they couldn't sell me the phone. They had them in stock, but because of the high demand, couldn't sell those and had to order from the warehouse. I was livid. They totally wasted my time. And now that I have to order the phone online (I won't be able to check any other local stores before his birthday), it will be late getting here. Way to go - in trying to upsell me, you lost my business. I will stay with AT&T because I've had great experiences with them (as a mobile service provider), but I will never enter this particular store again. read more

Had an issue with fraud on our account and I must admit, my mom and I were not very happy just from the circumstances when we first walked in. BUT Alberto was very patient and really took care of us. As someone in customer service, it can be difficult to handle irritated customers when it is not your fault. I appreciate great customer service and he made sure we were taken care of before we left. We will be dealing with him for any future needs! Thanks Alberto! read more

If a store tells you it is a 40 minute wait, wouldn't it be nice if they kept you updated as that wait stretched into 90 minutes and there were still 2 customers ahead of you? I understand they take their time with their customers and don't want to rush anybody, but is it so hard for the person standing by the door signing people in to walk around and keep customers posted? Or maybe they need a better way to estimate wait times. I wasted an 1-1/2 of my day and have nothing to show for it except a negative opinion of AT&T. read more