Travis has great customer service! We walked in right before he was supposed to go on break but helped us...I guess thinking that we were going to be fast customers. Four hours later, he was still all smiles and helped us with any questions we had regarding out phone service and iPad. Normally it wouldn't take 4 hours but we switched from tmobile and for some reason, he had to transfer us manually over the phone. Travis and his floor manager were great in making us feel comfortable being there for soo long! Totally like...let's see about the dropped calls! read more

The guys at AT&T was a big help to me they help me set up my iPhone six and I give a big thanks to Saul for all of his patients to me he is a Genius so thanks again read more

I had an amazing experience at this store. Probably the first positive experience I've ever had at any phone store before. Harry helped me find a perfect phone just right for me, and explained everything including how the phone works and my pricing plan. He deserves a raise! He answered all of my many many questions with great detail :) thank you Harry! read more

Excellent service and easy parking! I would highly recommend for those of you who are choosing a carrier to go to AT&T on Kapiolani. They will get the job done and I felt great when I walked out! read more

Service is slow and substandard. Sales person made a mistake requiring a second trip to the location to activate a phone. Sales staff really don't care you have to make a second trip due to their mistake. read more

Don't waste your time. Unprofessional and uneducated staffs. They always provide a wrong info and they say all different things.

They've been super helpful, very friendly and willing to help you. My phone got lost (probably down a gutter/drain) so I had to go to them to get a new phone. Luckily insurance covered everything, and they checked and told me my phone was a discontinued brand anyway, so I got a newer and better phone in the mail only 2 days later :D (that has nothing to do with the service of this AT&T in particular, just of AT&T in general, but still. Awesomeness.) Living without a phone for a couple of days was pretty killer, though! read more

Go see Eric. Excellent customer service and I got a great deal on a Samsung S7.I have been an AT&T customer for 12 years.

Set up an appointment and when I got there I had to wait. They were taking so long I ended up leaving! What's the point of setting up a bloody appointment if nobody will be assisting me! Ridiculous! read more

Atnt vary bad pay my bill Nd phone no Service on the voice ask them why they send me to customer service on the phone customer service close they don't wanna help phone was off for three days pay the phone bill of 600 to have no phone no more AT&T read more

Went to AT&T a few weeks ago and worked with Tyace. I received excellent customer service. He was patient, personable and most of all very helpful. I accomplished everything I needed to do and it didn't take very long at all. read more

Even you if you have an appointment ahead of time, be prepared to wait for a long time. If you inquire how long the wait is, there is no definite answer and the check in associate will be rude to you for asking. Can't wait until my contract is up. read more

Love love love this AT&T location...! This is the AT&T location that I frequent the most. Came here with my FOB mom on a Monday night at 7PM and the store was nice and empty. Her iPhone 4 has been acting up and we were looking to upgrade her phone. Cierra gladly assisted us. I've been confused about the AT&T Next program for awhile, and Cierra knowledgably broke down the pros and cons with me. She was so patient while she waited for me to translate all the info to my mom in Chinese. She also suggested some promotions from Mother's Day that were pretty enticing. Since we were on the fence about which phone to pick for my mom, Cierra inquired about my mom's old phone and what was wrong with it. After a few minutes of messing around with my mom's phone, she fixed the problem!!! (phone just required a hard reset, which I never tried -____-) Cierra kindly gave some tips to my mom about her phone, which I thought was great. Not many workers in customer service would do this knowing that my mom doesn't speak English well. Cierra was also very understanding when we decided to postpone the phone upgrade. I felt like Cierra was trying to give us the best service at AT&T, as opposed to trying to push us to buy their phones. Will definitely be back to this location when our phone upgrades are needed. TIPS: - on weekdays this location is pretty empty - large parking lot behind the building - ask about past promotions that they're still honoring (doesn't hurt to ask) read more

Liars and cheats at this particular store. Be warned that from the sales people to store management they will sell you returned phones as new, steal stuff out of the boxes, lie about it, and blame you. They do not operate by the same policies of the corporate company. When confronted by inconsistencies between their policies and corporate's they will lie some more. Thanks to the 10+ years of trouble free and always outstanding customer service at the Kaneohe store, I will remain with AT&T. read more

Terrible costumer service. Been on hold for 25+ minutes before hanging up!! When the worker first answered the phone he could not answer my questions. Instead of saying that he will find out the answers for me I took it upon myself to ask to talk to someone who can help me...that's when I was put on hold for 28 minutes 30 seconds What was my question you may wonder..??? How do I purchase and how much would it be for the new iPhone when I do not qualify for an upgrade.... read more

AT & T is so messed up!!!!!!!!! When they suspect that you are going to drop your plan and you request for your unlock code so you can switch carriers, they give you the worst "runaround" ever!! This company is a bunch of crooks!! I've been paying almost $300 a month and at mobile will save me over $100 for the same benefits. I suggest everyone to look at your options because AT&T sucks!!!!!!!!!!!!! Customer service on the phone lines suck as they make that also so hard to contact!! read more

Stay far away from this store. I received a replacement phone and customer care said that it would be no charge. When I went to the store, they insisted that they had to charge me $10 activation. I paid it to get out of there and when I called customer care, they called the store to give me back the $10. They were very rude. Second, I returned a phone that I purchased online at the store. They said that they would have to charge me for the taxes for the new phone but would refund the taxes on the phone that I returned. I found out that they did not process the refund. I had to contact customer care and was on the phone with them for over an hour to get it squared away. This group of workers is a bunch of lying car salespersons. No integrity whatsoever. Do not go there and trust no one! read more

This is an overall review for art. Texts saying we went over data three days in a row. How can you go over that much data in three days? So that was 15 dollars x3 in three days. On another occasion we got 2 texts saying we went over data . How can we go over data twice in one day? . I was so upset. I'm beginning to think that this is a scam for them to make more money. This sort of incidence has happened several times and they try to tell us it's our phones that's doing it. REALLY! Rip off company! read more

The wait was horrible. There were 4 people listed on the walk-in screen, and I waited over an hour and still did not get any help. This was my first time at this location and it is very disappointing compared to other at&t locations I've been to. read more

This is a review for the amazing customer service provided by Justin Nissel, sales consultant. This guy blew both my fiancé and I away when we switched from our family plans to a plan together. He was friendly, straightforward, and fast. He wrote down all the details so we could directly compare plans. He reminded us that we could get a discount through our work! We were dreading having to go through the hassle of switching plans, but Justin made the process a thousand times easier. Thank you Justin for your hard work! Give this man a raise. read more

Very disappointed that I can't just grab something from the shelf... I had to put my name on a list to be seen by a service rep. I could've easily just gotten what I wanted, purchased it and walked out. There is no need to wait 15 minutes for my name to be called. read more

This place is horrible!!! Instead of assist customer this associate was on his phone at the front of the store. Asked to simply check inventory on a phone and was told it would be a minute someone will check. Waited 10 minutes and the guy "Kelly" never move just playing on his phone at the front of the store. We finally asked again if they had a certain phone in stock and he replies with "oh an associate will help you in a few minutes". Wtf read more

Yesterday (2-24-15) I visited the store with my coworker. She had her own issue and I had mine. I had been in the store about 4 months ago to inquire about my billing and why my bill was $125 plus per month for one iPhone 5 and an iPad. The guy (don't remember his name) said "oh, you're on a really old plan (indicating that I was old?) so he promised that things had changed and that if I switched to the new plan my total would decrease to $70. After him scribbling on a paper (it literally looked like a child's artwork) the different options, which were completely illegible, I switched. My bill on the next month was indeed, $67.00. That was a no brainer. The next month I needed to upgrade the camera feature on my phone so I went to the Apple Store and bought an iPhone 6+. Apple told me that my bill would have a one-time charge of $40, but when I asked about any other increases, they said no, none. The next month my bill was nearly $200.00! I got AT&T on the phone and they said that I was charged $40 twice, once for the new phone and once for changing the plan for the iPad.... WTH? After much back and forth, she realized my value of being a long-time customer so she waived $40 off the bill. The next month my bill was $105.00, which, in the long run, was still less than the original amount of $125.00 considering I had upgraded my phone. In these past two weeks I received 11 text messages from AT&T that I had exceeded my data limit. I thought WTH? I never received these before and "thought" I had an unlimited data plan... which I did on the old plan that the 4-month ago guy didn't clarify went away when I switched to his "miracle" plan... Jerk! I am now being charged $15. per 1 GB of data and with 5 of these messages stating that they added 1 new GB at $15 per pop, that's an additional $75.00 Did I say WTH? "Kelly" the new guy from yesterday was less than enthusiastic about helping me. Besides him looking at my name on the screen and pacing back and forth for a few minutes before calling me, I think I'd have gotten more help from a gecko on a rock than he offered. I asked him what was using so much data and he looked at the iPad but didn't specify what specifically was the data hog. He expected me to know... so I looked at the numbers after he added them up and he said "well, that's half a meg right there". I asked him about the extra charges for the data use and he said he couldn't access that. I would have to call customer service... WTH? I thought the store people WERE customer service. When I told him about buying the new iPhone at Apple, he said "if I had bought the phone from AT&T the details about billing would have been explained." He mentioned something about $25. and then $40. which made me question that if I bought the phone from him the cost would have been less and he clarified "no, we would have just explained"... I came prepared by printing and bringing the last three statements of 14 pages each. He didn't even look at them. I think he was just lazy and didn't want to help. The only thing he did was write 611 down on my paper along with a toll free number... What a waste of gas, ink, paper and time in going to this store. read more

Bit of a wait without an appointment, but experienced & helpful staff. Matthew F. is an excellent, knowledgeable and honest consultant. Very Satisfied with the service. Thanks! read more

I called the store before coming in for the Note 4. Was assured that If I came in today Oct 16 they are and can sell the phone after the salesperson got the ok from someone else. I showed up and the assistant manager said no doesn't matter what the employee told me. read more

They suck on customer service!!!! They will never give you discount no matter which sale's you choose or you are sign too.. Tump down..

They provide great service, when your there!! But they don't seem to ever care after they sell you a product. Your pretty much buying the product, without the service. I dare anybody to try and call them. They never, never answer the store phone. read more

I called the 800 number and pushed "O" "O" "O" and got a live person. I was told by the 800 customer service that I had to call the local store which was not answering their phone (the Kapiolani Store) -- pretty funny that a phone store does not answer the phone. YOU try it -- call the Kapiolani ATT store just for fun to see if they actually answer their phone and you can talk to a real person. I guess ATT thinks that with almost a million people on the island they don't need very many stores because if you need service you have to go to them and that's the only option. They sell you the phones over the internet or at Costco and then when you need service you have to go where they want you to go -- why should they provide actual service after they sold you the stuff. All in all its a pretty bad situation to have all of your contacts gone, and the ATT store not answering the phone. Not sure any of the others would be any better but if you find a way I'd certainly try to avoid ATT. read more

For the record this is for the AT&T store located at ste. 1240 (the bigger location in ala moana). Very poor customer service recovery. Don't go to this location if you want things done right the first time. I Went in @ 11am and realized @ 5pm didn't have cellular service (waiting for my icloud to back up then got impatient) called Att from another device and that person informed me the phone was never activated. I had to drive back to the mall and went back to the same rep. I believe her name was Alexis. Asked her why my device wasn't activated (for 4 hrs) and I was very upset because I'm paying for cellular service and wasn't receiving it. Gave some weird answer that her manager gave her the wrong sim for the wrong device. (she brought out the space grey iphone instead of the other color) Couldn't take responsibility, even though she thought it wasn't her fault she still could've apologized right away when she saw I was unhappy. When she did say sorry it was very sarcastic and very unprofessional. Clearly she didn't want too. Asked to speak to her manager he apologized too I believe his name was Jason. Felt like a little more could've been done for service recovery and would've appreciated a sincere apology from Alexis. Her attitude obviously came across as if it was my fault and her managers fault the device wasn't working, no accountability.I had to waste my time going back there. Will never go back to this location and this is another reason why I feel Att doesn't deserve my loyalty or business. Also, don't waste your time going here to look at your phone bill either apparently their system doesn't work to check that. Don't go here unless you want to waste your time read more

Went in the other night to swap my phone plan from Verizon to my boyfriends plan with AT&T. We were helped by Justin. He was really understanding and spent quite a long time helping us. We didn't have everything sorted so we needed some help making the switch. Justin probably spent over an hour on the phone with Verizon fixing the phone plan. He never tried to push us to a different plan or to a more expensive phone. He even found us a discount we didn't know we qualified for! Thanks Justin! read more

5 of out 5! If I could give more stars, I would. Walked in and was immediately taken care of. Had the best Customer Service I've had in a while! He was very accommodating and knowledgeable, he answered all my questions and even went above and beyond to help me get the best deal. I walked out with my new IphoneXsMax and I'm going to pick up my husbands one as soon as it comes in. Great job Mark! read more

Yasmine was so nice and helpful! I can't thank her enough for her assistance today. Ask for Yasmine!

I went here the other day to upgrade my phone and see if I could lower the phone bill for my mom. April helped me and was so nice. She was able to decrease my bill by $20 a month even with the upgrade! Very pleased! I would definitely recommend. read more

Love love love this store!! Came in just to check on getting an upgrade for my phone. Everyone is super nice and very helpful.. I wasn't available for an upgrade but they did let me know about the AT&T Next program.. Not only did I get to upgrade my phone I also got a tablet for my daughter and at amazing deal!! From start to finish everyone was amazing!! I definitely recommend coming to this store for all your cellphone or tablet needs!! =) read more

Shitty customer service and shitty reception. Hidden fees that come out of nowhere. Oh and if you terminate, make sure you TERMINATE, or else they keep on tacking on those payments. I'd rather go to another AT&T store than this one. read more

So this is not a customer service review as much as it is a customer compassion recognition review. I will try to keep this short .. My daughter left for a semester at sea voyage a couple of weeks ago. 3 days into her journey she dropped her phone on the ship and cracked it. Luckily we sent her with a back up phone which should be able to accept the SIM card from her original phone, but we had no way of knowing until she reached Hawaii from San Diego. After their stop in Hawaii she would be continuing on to 10 countries and seeing the sights of the world. As a father, the prospect of her getting off the ship in several foreign countries without a phone was just not going to happen. I read the review on this site and decided to reach out to this store from California. I specifically asked for Isaac. Wow, he put me at ease right away. You can tell he was listening to my story/situation and I knew he genuinely cared about helping my daughter. with Isaac's help, and only working with about a 2 hour window, he was ready and willing to help my daughter once she arrived to the store in the case that the transferred SIM did not work. He went as far as giving me his work cell number and his personal cell number so that my daughter could connect with him directly once they reached the island. As it turns out, as my daughter's ship approached Hawaii, she turned her back-up phone on and it worked! I immediately let Isaac know his services were not needed. He continued to contact me to make sure that everything was OK and that my daughter's visit to the island was safe. I can't thank Isaac enough for helping put my and my wife's mind at ease. Isaac displayed CUSTOMER COMPASSION. The level above customer satisfaction. Thank you again Isaac!!! read more

Thank you Jeremy for helping us resolve this problem that the manager of the call service center could not help with at all.i actually told that manager to cancel the acct. that's how made she made me. My husband called this location and the Manager, Jeremy, helped us resolve all the issues in few minutes. We restored the service back on and now will remain a customer. read more

She's a fast talker and a quick thinker. But don't be fooled into thinking that Shayla Baker is looking out for your best interest. She mislead us into thinking that a family plan was a better price for me than what I already had. As a result, my husband and I gave up our unlimited data for a mobile share plan. Now my family is paying more for our phone bill and data plan. She also threw in unauthorized insurance on all our devices for an extra $9.99 per device. My family and I were truly taken for a ride with this company. You can bet that we are looking to take our business elsewhere. read more

The guys here are great! They gave us snacks and water as we waited and everyone was so professional. The managers here are top notch and truly want to help you any way they can. It's so nice to go to this kind of service. I highly recommend this location!! read more

The customer service is awesome they greet you at the door. I went in to get a case for my iPhone 5 and they walked me to where they were located. Then after I checked out the sales clerk walked me to the exit and held the door open for me. read more