To Whom It May Concern, I am writing to formally file a complaint regarding my recent experience with the AT&T store located at 3340 Mall Loop Dr, Ste 1254, Joliet, IL 604. On April 1, 2026, I ordered four iPhones through AT&T. One of these orders was placed through your Aurora, Illinois location, where my wife received excellent service and had no issues completing the transaction. However, the remaining three iPhones were ordered through the Joliet location, which showed all devices as "in stock" online and available for pickup on April 2, 2026. When I arrived at the store on April 2 to pick up the devices, I was informed that my order was not ready. I politely explained that we had no issues with the Aurora location and requested to speak with a manager. I was told the manager was in a meeting, so I waited. Later, I was told by an employee that there was no manager available and that one would not be coming in. This conflicting information was both confusing and unprofessional. I left the store extremely frustrated. As a disabled veteran, I found the level of service and lack of transparency unacceptable. The situation only worsened when I called again on April 3 and was told that there is no manager at the store and that my order could not be processed at all. Based on this experience, I strongly believe that the devices I ordered may have been given to other customers despite my confirmed order, and that the staff chose not to resolve the issue or provide honest communication. This experience reflects poorly on AT&T's customer service standards. I am requesting: * A full explanation of what happened to my order * Immediate resolution or fulfillment of the three iPhones I purchased * Accountability for the store's handling of this situation * Assurance that this type of issue will not happen to other customers I expect a prompt response and resolution to this matter. read more

Special thanks to Gustavo and Tony for taking care of me - really patient, thoughtful, and offered options during a challenging time. Store manager - Rayj - thank you - clearly their attitude is a reflection of your leadership! read more

AT&T is very lucky to have Diana. She has excellent customer service and does not stop until the job is done. Diana was the only one at the store (well the manager was there but she was not helping at all. She was sitting in the back room). Diana called me to help me over the phone to make sure my daughter's phone was working. Diana was working on fixing the phone from the store so I did not have to drive all the way back to the store. If anyone is looking for a great employee, Diana is your girl. Thank you Diana for all you did for us read more

Every time I go into the store the gentleman is so helpful, with all the problems I have and also the promotions they have is always awesome a ipad half off and an old IPhone 11 for $800 so a iPhone 14 a free iphone! read more

I'm beginning to learn that as an AT&T customer you should just handle all business matters over the phone rather than go inside a store. Typical super slow service. This day in particular one of the reps at the door has customers signing in and lining up outside the store in the mall area. The rep said the store was too full. #GurlBye there were like 8 people in the store. No reason for us to be lined up outside the store. There were more AT&T employees in the store than customers so this whole ordeal was completely stupid. Just take a lot at the pic I posted. Three employees standing next to each other not helping anyone at all while we are standing outside the store looking stupid. I don't ever remember having to deal with such bad In Store service when I was a T-Mobile customer. Maybe I will switch back! read more

AT&T Store - So the lady at the door is lining us up at the door because the store is full!? Where!? There are 8 people inside!? This is dumb - Mobile Phones Near Me - Joliet, Illinois

They get no stars!!! Frank their sales associate lies to you about your service and how their 3rd party insurance works! I've been round and round with him about an AT&T issue we've had and when I asked for a manager he said they don't have one?! What?? No manager I highly doubt that!! So I called the 611 on my phone to get a representative and no help there so I asked for a manager and he was a douche just like Frank was at the AT&T store in Louis Joliet mall. As of now I'm looking to take my business else where and tell AT&T to kiss it!!! Don't do business at the Joliet Mall AT&T store! They are liars just to get the sale!!! Especially Frank!!! read more

I'd give this useless store ZERO stars if I could. Rude, unprofessional liars willing to take your money but when you have a problem they pass the buck. Rudely. DO NOT USE THEM EVER. You will regret it. Three days after purchasing a phone, WELL WITHIN THE 14 DAY RETURN WINDOW, my phone doesn't work. ATT says call Apple. Apple says call ATT. I'd rather never buy another phone again than use this pathetic excuse for customer service. I can only hope the district manager sees what appalling customer service his/her hiring choices offer customers. I'll make sure everyone knows not to go to this store. read more

Is it possible to give a negative amount of stars? This place is absolutely the poster child for poor customer service! I got their internet service for my 96-year-old mother and was promised $100 gift card. Six months, seven visits to the store, three hours on the phone, and I am still waiting for the gift card. Phone calls never get returned. Deadlines never get met. Promises are always broken. The manager, Michael Flores promised me a solution within 24 hours of my last visit. 6 days later and I am still waiting for his return call. Every time I call, he is conveniently not in read more

I'm an AT&T technician for over 11years. if I miss lead or treated any customers like this store has, I'd of been suspended and fired. I was told that by adding a new line I would get 700 credit towards a new phone but the credit won't take effect for 3 months. Unfortunately they didn't tell me I would have to buy a new phone then the 700 dollars was toward a 2nd phone. So after 3 months my bill never went down. Now I'm paying more than double what it use to be. Good luck trying to have the manager call you back. 3 times I was told she would call me but never did. Finally I went in and she sent one of her sales rep to tell me she can't do anything about it. I signed a contract saying I will pay full price for a IPhone 10 max. She didn't care that I was miss informed. If this store treats their fellow employees like this, imagine how they treat everyone else. These guys are worse than a corner lot used car salesman. If I could give them negative stars I would! Save yourself some headaches and go elsewhere or do it online. read more

I am simply going to echo the same concerns. In short Carson's closed so should this store. They could turn that end of the mall into an indoor dog park and the AT&T staff could get jobs cleaning up after the dogs. Oh wait that would mean they would need a manager on staff to direct them. On a serious note. The store has an excuse driven business model. Close it!!! read more

If you need a new phone or services do not go to this location. Customer service SUCKS and not in the good way. You would think a customer comes in to open a new plan for four lines and be treated royally heck no. The manager Lauren was awful. And the weekend manager is no better. So run and run fast do not get an ATT cell phone service. read more

Owned by GameStop lie about billing and that they are att won't give you district manager info. Maddie the confused store manager calls the DM her higher upper and won't give DM info. Billing issues for six months on ATT can't correct because it was stores mistake. read more

Worst customer service ever! Very unprofessional staff. They do not care how old of a customer you are they just treat you like any one would at the drive thru window. We bought two iPhone 6 plus from them and spent almost $150 on accessories. One of the cases volume button were really hard to press, so I couldn't use it. We called the store and were told that we can bring it back with in 30 days. When we went back to return or exchange within 30 days, they refused to help because they said return policy is 14 days. Instead of being apologetic and reasonable. They were aggressive towards me (a female) and very rude while talking to my husband. The employee kept lying and arguing with me that buttons can be pressed easily and there's no problem, I clearly couldn't press those buttons with my whole humanly power. I am very disappointed because we spent over two thousand dollars buying iPhone 6 pluses and accessories and I was treated so badly. We asked nothing but a good customer service. read more

Awful!!! Do not waste your time there. AT&T decided to tack my deceased father-in-law's bill to our account even though he never lived with us and not even the BBB could help. Numerous hours in 4 different stores, countless hours on the phone and NO HELP was offered unless we locked in a new two year agreement and bought new I phones!!! I have never been treated so awful. Finally left at&t and am thrilled with Verizon. Customer service on the phone and in person in the joliet mall loop drive store has been outstanding! I agree with VA N. I would give zero stars if i could.... read more