Dear AT&T Kaneohe Team, I visited your store about a week ago to get assistance with my iPad's cellular service. During that visit, I also inquired about upgrading my mother's phone from her older iPhone to the new iPhone 17. We were informed that we could call on Monday or Wednesday to check if a new shipment had arrived, and that if the phone was available, we could request to have it placed on hold until the end of the day for pickup. Today, my mother called to check on the shipment, it was picked up by a female. However the call was disconnected shortly after being answered. I then tried calling myself and spoke with a representative (female) and tilde her everything that happened when I came in and then she informed me that the store does not place phones on hold. This was confusing, as it contradicted the information we were given during our initial visit. As long-time AT&T customers, we value the service and support we've received over the years. However, we would greatly appreciate clearer communication and consistency between staff members to avoid misunderstandings in the future. Thank you for taking the time to review this feedback. I hope this can help improve the customer experience moving forward. Sincerely, Stuart read more

I went into the AT&T Store in the Kailua Town Center on O'ahu to get some sort of gadget that would attach my iPhone to my car's dashboard. I had seen such things in other people's cars, and I thought it would give me a safe way to use my phone's maps while driving. I didn't have to wait to get service; as soon as I entered the store, Rhegi approached me to ask what I needed. He not only quickly got the "Universal Dash Clip" for me to see, but took time to explain to me (a Senior Citizen for sure!) how to mount the Clip in my car! Rhegi's friendly/neighborly manner put me at ease, and I walked out of the store with the Clip, and confident I could put it in place in my car. THANK YOU, RHEGI !!! read more

AT&T Store - This AT&T Universal Car Mount attached to my car's dashboard will support my iPhone while I drive. - Mobile Phones Near Me - Kaneohe, Hawaii

What is happening with AT&T service???? It's now going on 2 weeks with issues with this carrier. Unable to call out to mainland area codes nor unable to even complete #611, AT&T's direct line for service. Very inconvenient! I go to their store and they say some people are affected and keep promising that it'll be fixed that day. They claim it's a nationwide issue and nothing to do with AT&T. Well, it's going on 2 weeks and NOW I can't even call a local number or send text messages! I need to change carriers but I have a contract on one of my phones and I need to get out of being connected with them. I see a lot of negative reviews from people. I need to sever my ties with this carrier. read more

customer service is the worst i've ever seen at an at&t. had at&t for years and in multiple states and never had the problems they gave me at this specific branch. they don't answer and making appointments doesnt matter you'll sit there for a minimum of half an hour before your acknowledged. read more

AT& T's both locations in Kaneohe SUCK! Website states closes at 8:00 p.m. arrived at 7:45 p.m. and found it CLOSED and vacant. No employees. No integrity to closing time. Is this even a business?? Crazy. And to think their service is superior to other cellular companies?? Better rethink and change carriers!!! read more

AT&T Store - Mobile Phones Near Me - Kaneohe, Hawaii

It's been awhile since I have been in an AT&T Store and had been purchasing my previous few unlocked iPhones directly from Apple. I checked out the deals available from Apple and compared them to AT&T and determined that I would receive almost 3 times more for trading in my phone at AT&T. Yes, I realize that I would be locked into a phone contract for 3 years, however, I had no intention of switching carriers and have been with AT&T for at least 20 years. I made an appointment online prior to physically visiting the Kaneohe AT&T store in the Windward City Shopping Center. My recommendation is to always do this if online reservations are available regardless of the business... I really dislike wasting time waiting. I arrived at the store 5 minutes prior to my appointment, walked in, and was immediately greeted by Ryan Ramil who asked if he could help me with something today. I mentioned that I was interested in upgrading my iPhone and learning about the available plans and deals. I noticed that there are several YELP reviews mentioning impersonal poor service, but I didn't get any of that from Ryan. He gave me his full attention and explained things as best as he could to answer my questions. In the end Ryan got me an iPhone 14 Pro with the best deal possible with my trade in, got me an additional discount on my plan that I never knew about, and ended up with a much better plan than what I had previously at the same monthly rate. Ryan even offered to help transfer the data and settings to my new phone for me, and was very patient guiding me through the process. Wow, I walked out the AT&T Store with a brand new iPhone and a smile on my face! Great job Ryan and AT&T Kaneohe. read more

Worst customer service! I went into this store 3 times because the brand new phone they gave me wasn't working. Each time they quickly told me to reset the phone and that I can do that at home or I could sit at the store for 4+hours! The guy that claims to be the manager is so rude and dismissive. I could understand if they were busy but everytime i have gone inside, there aren't any customers. They are just lazy and don't want to work! read more

Updated review: Dec 21, 2017 So, I went to the ATT Windward city location, 4 days before Christmas. Everyone is buying their Christmas gifts, I guess. If it's not Christmas, it's a launch of a new phone. It doesn't matter what time of year it is, this location always seems to be busy. The staff may blame it on the holidays, but I say it's always busy. They really need to add more staff. The service is great once the sales tech is with you, they spend hours with you. My suggestion, if ATT manager is reading this, is they have one rep do express service for people who have questions about their phone, and not trying to buy a phone equipment. I just had a question on a phone that only barely took not even 30 mins, maybe 20 mins, but I waited an hour for help! Could I have gotten help over the phone with customer care? I'm not sure and I wasn't going to try. It was a security issue with the phone. I'm not sure ATT, they need really improve the staffing issue, as once you are assisted, most times the service is good. But this location, the wait is always forever! read more

See all

The service was terrible. I have been with AT&T for years and the guy was annoyed the moment I entered the store. Store was completely empty and looked like they had been sitting on their asses all day. I would be embarrassed to have employees at a store like this. He was not helpful at all either. I never write bad reviews, but this place deserved it. read more

The worst experience with a business ever. The counter person had NO desire to help me which what I thought would be a fairly easy encounter. It seemed like I ruined their day just by walking into their lonely store with no other customers present. Not even so much as a smile. BTW, I came in, with money to spend, and left the store wanting to QUIT AT&T! read more

I had yet ANOTHER phone problem because I just got a Galaxy 5 from Costco. AT&T is on my way home and luckily, they close at 8pm on Fridays. I had finished my class in town and got in the door before they locked it! The store was busy, but calm. Every table was occupied. A guy with tattoos on both of his arms helped me first. I told him that "Error uploading" message was showing. He suggested I turn the phone off & on...oops...all of my food photos from Bac Nam disappeared. Oh, well... guess I must go back... My problem must have been a difficult one because that first customer rep went on to the next customer. I looked at my name on the waiting list that is posted on a monitor for all to see... uhg... I kind of waited around and the Assistant Manager, Christine, helped me. We sat a table so I started to relax and talk more about Yelp - she was so kind, understanding, and patient! She could relate totally to what I was doing - how can I post photos to my reviews with this new phone? She tried to minimize the pictures - she had me post photos from the website instead of the app. It finally worked, but it's tedious and cumbersome. Now am debating... shall I downgrade the phone? Maybe the S4 can upload from the app?? We talked about the correct store hours. I took a photo and will now work on correcting the Yelp info... Hope I can (using trial and error as I am not a techie!)! read more

AT&T Store - If you have a Galaxy 5, need to decrease photo size before posting! ! - Mobile Phones Near Me - Kaneohe, Hawaii

See all

BEST EXPERIENCE My representative was DANNY! I highly recommend him! Had issues with my iPhone and he went above and beyond to (1) isolate my phones problem (2) offer recommendations and solutions (3) was incredibly interpersonal with us (4) didnt push us to purchase anything unnecessary. I will be back here for future phone upgrades, etc. Note: They are currently fundraising forxs th read more

Amazing customer service. Always going out of their ways to help me. First time when I came to the island and today is my second time. I highly recommend this store. They will help you with a smile. read more

Worst service ever. Sign in and leave your number, they say it will 20 minutes or so. Come back after 30 minutes and they take a walk in ahead of you. read more

I would use the word "could" but having to go back to the same place several times now I'll just use the word "can" do better with customer service. read more

Been here twice within the last year to buy a new phone and ipad for business. I appreciate the eye contact and greeting by both Ryan and Joel as I walked in. Ryan was finishing up with a customer before coming over to assist me. However, Joel pulled out a chair for me, got my account loaded and started for Ryan. Love seeing that kind of team work. They were very helpful and prompt. No hassle or interrogation blah blah blah like the new AT&T store in the Windward mall. There's one guy there that is definitely a knuckle head and I avoid him like the plague as he puts off this arrogant I don't want to help you attitude and I refuse to go back. The only thing that I would ask is that they would have more phones etc on hand other then that I would recommend asking for one of these two guys. I give them a thumbs up. read more

Had to do the switch from T-Mobile to AT&T because it's the only carrier that has reception in the area where I work. I went to the AT&T in kailua but they were unfriendly, unprofessional and no help so I decided to go to the Kaneohe store. 100x better experience and everyone in there greeted me. The manager was nice and welcoming, then the worker who helped me made the process of switching a lot more easier than I thought. I even left with a new phone. Months later my phone was stolen while on a trip but fortunately by the time I flew back home I was able to receive another phone. Best experience ever at any phone store and would recommend this store read more

Chose not to update hours online anywhere and closed for 4 days. Be careful if you're in a pinch this store is not reliable.

I wanted to get a phone because my phone broke and I went in twice to this location and the same person that was working both times didn't even try to help me. They just pushed me away Update I didn't post the review I went a third time to try get some help and was pushed away again by the same young guy. Don't go in this AT&T if U want actual help All they were doing was sitting on their phones all 3 of the guys working Today is 1/16/2020 12:30 in the afternoon. No one is inside it was just me and I was told to call customer service as he gave me hand gestures to go away Update I got help from another person Evan who was very sweet read more

On 10/24/2018, I stopped by the Kaneohe Bay AT&T store, to rectify a problem with my AT&T wireless next plan. I had spoken with 4 different mainland AT&T reps on the phone two days prior. The last rep had recommended that I see the local AT&T sales manager, from the store I initially purchased my device from. I decided to make an appointment to speak with the Kaneohe Bay AT&T staff. Upon arriving at the Kaneohe Bay Drive AT&T store, I was greeted by Chuck. I explained to Chuck that I thought initially I was signed up for the 24 month next plan. I told Chuck that I found out that I had been signed up for the 30 month plan, instead of the 24 month one. Chuck replied that there was nothing he could do, as I had already made 3 payments on the 30 month next plan. I then asked to speak to a sales manager. Jenny, the Kaneohe AT&T manager, came to the sales counter, and stated to me the same thing that Chuck had said earlier. I stated to Jenny that I have been a loyal customer for 17 years with AT&T wireless, and that I never had any problems prior to this incident. This didn't seem to faze her. Jenny wouldn't help me in changing my next plan from the 30 to the 24 month one. Both employees didn't even bother to help, or even comfort me in some way. They just let me walk of the store, unapologetic. Sad to say, as of 10/24/2018, I will no longer be a loyal customer of AT&T wireless anymore. I have decided to join up with T Mobile, and their wireless network. It's a shame this had to happen to me before the holidays, as I was about to recommend AT&T wireless to my other co-workers, friends, and relatives. read more

The manager Jason tells me to come back but I only can see him, as he knows my issues but when I go there, he tells me if I had the receipt? He knew I never kept the receipt and says he doesn't remember, it took the frosting off of the cake! That's it Yelp! read more

UPDATE to my review and AT&T's comment. Seeing a manager will be fruitless! The 2 sales reps did confer w the manager during my visits at the Kaneohe store and apparently the manager was the one who decided that they wouldn't be able to assist me w my phone order problem. Why? Bc I didn't purchase it from them, bought online, therefore I couldn't do any exchange or return w them. But was advised by AT&T phone CS that I could do it w the branch/store closest to me!!! read more

For the last 10 years we have bought our phones from this AT&T store. Never again, rude, inconsiderate, and a waste of time...so don't waste your time. My wife purchased a phone last week, waited while they played on their phones and watched tv. It took for an employee 10 minutes to come out of the back and say "oh we're you waiting" before any employee moved. Additionally they were rude when they realized they missed out on selling a phone. I went in today to buy a phone outright. They were rude and made me feel like I was burdening them. Go somewhere else, they don't deserve your business. read more

I received an email receipt from their store for headphones I did not buy. Checked with bank. They may be purchasing items with stolen cards through other accounts. read more

We called AT&T on Saturday morning to add a hot spot to our lines ($10 total xtra)which prompted us to shange our plan. That was an hour long conversation. We were told to set up a password for the hot spot. Upon setup, we called AT&T and were notified that the representative we spoke w added the hotspot to our two tablets for $150 a mo!! :( That was another hour long phone call trying to figure out what happened. We decided to drive to this location for help. As we walked in, Rome greeted us w a smile and acted quickly in resolving the issue! He was able to switch our olan back within a couple of minutes! Thanks, Rome, for not making us feel like we were a burden by interrupting sales and what not. If u ever need assistance, Rome would b the one to ask for!! Thanks, Rome!! :) read more

This is the location to go to if you need any help! Located right in Windward City and parking is easy since there's always a lot in the shopping center. This store is always kept really nice and they seem to have made some renovations within the past years so it looks very up to date and modern. I came here the other day to ask some questions about my plan and see if they had to 11 pro in stock. I don't remember the name of the guy who helped me but he was super helpful and made conversation. I've gone to this location many times and instead of just trying to make money off of you they always explain your options, give you time to think and show you any pros and cons of your decisions. I highly recommend this location!! read more

I enjoy the ambiance of this store and the awesomeness assistance of Mitchell!!!! He waited forever with us:) Thank you so much Mitchell! read more

Horrible customer service and bad information exchange. I went into AT&T to take off a line that I didn't need. Instead of taking off that line, the employee created a second account and charged me a bunch of fees. Two months later I'm paying $400 for two plans and can't cancel either one without paying early termination fees. Save your time and money, choose another carrier. read more

I completely got ripped off and I am just now figuring that out! In May I was long over due for an upgrade, so I upgraded my 4s to an iPhone 6. Previously my family plan had unlimited data and text, and I was adamant with the sales guy about only upgrading my device. He convinced me to ditch my unlimited and switch to a mobile share value plan, because "i would save a ton of money." He said it would really help him out if I switched, because his manager wants the staff to get their customers out of the unlimited data and text and into the mobile share value plan. He showed me a lot of numbers and after about two hours in the store with him, i decided to do it because I was leaving the island in 3 days, and it really did seem like a money saver. Well...3 months later I'm realizing how dumb that was. There are 5 people on my plan and we all pay our own part. Previously we each paid $60-$65 each, and now we each pay $52. This "seems" cheaper, but here comes the sucky part. My iPhone 6, which would have cost $299 up front ends up costing me over $800, because I have AN ADDITIONAL INSTALLMENT OF $35.42 over the next 24 months. HE IN NO WAY INDICATED THIS. I still have my sales receipt AND THE INSTALLMENT PLAN ISNT EVEN LISTED ON MY RECEIPT! I am so upset and wish he wouldn't have been so pushy. I can't wait to drop AT&T. P.s. This is the first bad review I have ever written. I don't want anyone else to get ripped off like I did. read more

I am an iPhone lover but an AT&T service hater! The people at this location are terrible. First of all they just stare at you when you walk through the door like, "How dare you, it's almost my break time," then when they finally make eye contact with you it's, "Hi Miss. Oh did you sign in? (cause we won't even take the time to walk past you if you didn't) Oh you did, well then we'll be right with you." And they're so smug about it too. There were 2 other people before me who were as annoyed as a dog with a flea up its butt. As a former and very loyal T-Mobile customer I was used to being treated with over-the-top awesomeness whenever I walked in the store, like a damn princess almost. T-Mobile, why don't you have the iPhone yet? Finally after 3 more glances of disgust anf no help I walked out of there happily but frustrated and called an AT&T tech on the phone who was surprisingly much more helpful. Kane'ohe AT&T I will patron you no more! read more

After reading their reviews, I feel like I really lucked out with my visit. Dennis was excellent! Granted, we only went in to grab a screen protector from my mom and add on texting. He looked over my plan and modified some things to hopefully save me some money. Been with AT&T for over 11 years and paying close to $240 a month for 3 lines, anything helps. I'm a fan. read more

Well this store has the rudest customer service representatives ever eat this guy named Mack when I went into the store to purchase something he was very rude saying I oh I cant help you because you have a disability and I can't help people like you this is why I hate AT&T and I cut my service off and I went to another company who had way better employees read more

This is the slowest att store! It's always over an hour wait! They need more sales people, a cashier, and the sales staff they do have should work on their efficiency! If anyone is even thinking about coming here be sure to make an appointment on line! read more

HORRIBLE HORRIBLE SERVICE ... I went into this store in hopes to buy an Apple Watch. I knew I couldn't afford it off the shelf so I wanted to see my options for financing. The guy who helped me (wish I could remember his name) was really stoked about helping me and I felt confident I'd be leaving with a new toy. After running my credit he informed me I would not be able to finance it UNLESS I put 20% down on the watch that day. I really wanted the watch and felt that option was reasonable so I told him "let's do it" he then brought out the watch for me to check out, got me all signed up etc then when I handed him my card to swipe for the %20 down payment, he came back and said "oh my bad, you can only do this with the phones, not the watches, I didn't know." I was a little bummed but but took it for what it was and thanked him and left. NOW HERES WHERE THE STARS WENT FROM 4 to 0.. When I got my next bill, I noticed it was more expensive than it normally is so I went through my statement and found that I got charged for an activation fee, insurance, and new line on my account for an APPLE WATCH?!?!?!! I immediately called 611 and inquired about these new charges, they were no help at all! I had to sit there and defend myself that I do not own an Apple Watch and all the lady on the line kept telling me is "well it says right here you purchased one..." then after arguing for about 30mins she said "you're going to have to call the store then and let them sort it out for you". So then I called the store...they told me I had to physically come in and they couldn't talk about my account on the phone..so I went in, once I was in, AGAIN I had to sit there and defend that I DO NOT OWN AN APPLE WATCH! And they told me "our manager left for the day, he'll be back on Monday and we'll have him call you as soon as he's in" NOW ITS WEDNESDAY and no call from the manager so I went back to the store again, surprise surprise the manager is off that day -_- ..."he'll give me a call first thing tomorrow" .... NOW ITS FRIDAY I go in and yet again no manager (who the heck manages this place?!) and they insisted I call customer service again to sort it out, keep in mind, by this time my bill is past due and all anyone cares about is "would you like to make a payment today?" "UHHH no cause I don't want to pay for something I don't own!" So I called 611 again on Saturday (I actually feel pretty bad about this) and FLIPPED OUT at the guy who answered, because by now I'm pissed off...he immediately told me to just pay the bill and he'll credit my account for the overcharge, and voila problem solved after almost 2 weeks of arguing, calling, and driving to AT&T. They need to put all the energy they use on promoting direct TV into actually helping their customers. read more

MICAH - If you get the chance look for him. He is the manager at the Kaneohe branch, awesome guy. I've had all the carriers before settling with AT&T and every experience that I've had with an associate or manager for the most part has been more then challenging. A lot has to do with employees being new or just not knowing their jobs trying to make it seem like what ever your problem is it's either your problem or someone else mistake. With that being said it was it was refreshing to get someone like Micah. Not only did he know his job but was confident in it. If he didn't know something he would be honest with you and let you know, but he'd also go that extra step to research and find out. He is genuinely a great person and awesome with assisting me with my issue. You can't really blame the store on the long wait times, it's the only location on the entire east/north end of the island so of course it's gonna have its long waits at certain times. Hopefully they open another on this side of the island or add more to the staff. Until then if you're lucky enough to get Micah the store manager then you'll be in good hands. I can't really comment on the rest of the staff as Micah was the only one that helped me but for the most part I've noticed that the rest of the employees seemed very friendly. read more

We went in to finally change our family plan to unlimited. We had the old "grandfathered in" plans on 2 of our lines, but with our kids going over on the data we caved and went in and changed us all on to the unlimited hoping to save money on data overages the other 2 lines. - Switching over only 2 days into the new billing cycle we are asked if we wanted AT&T to change it immediately and "prorate" it or wait till the next cycle. Since we'd be saving money on the new plan, we said to prorate it. After agreeing to this, they show us our upcoming bill and we see that they charged us almost $100 for 2 DAYS OF SERVICE on the old plan and then the regular month charge for our new plan. Unfortunately, when we ask for them to wait till the next billing cycle, because it is not a "prorated" bill, we are told they can't change it back. Instead of $280 for this month we have a $390 bill. - Then, our service rep tells us a benefit to the plan is we can all sign up for AT&T Watch TV which is a live streaming TV. She tells us we can all get separate accounts, however, probably easier to get one account so the kids won't forget their info. When we got home only 1 of us was able to sign up. After talking to customer service at AT&T Watch TV, we are told only 1 account is available AND only 1 device can be using it at a time. Would be nice to have know this up front. Not even a bait and switch, but straight out lie on their part. We have been with AT&T for a very long time, but with them raising administrative fees (the ones you don't even notice) to give them a nice 800 million raise, to lawsuits regarding the Direct TV, and now the half truths and lies when we are face-to-face, we will be looking for another cell phone provider. The benefits of paying for phones in full and carrying an unlocked phone is that we are no longer tied for 2 years to an unethical company that only looks out for their bottom line. read more

Horrific customer service!!!! Not only didn't they listen to my concerns, but they refused to even try to help me, they asked me to leave, and take it up with their customer service (611)!!! I have been a customer of AT&T for 20+ years. Never have I ever experienced such appalling customer service. I have been really struggling to work with customer service (611) for 3 months now on the same issue. They have been going back and forth with my billing, saying that being charged twice in one month was correct and incorrect, threatening to shut off my services after their representative refunded my money. I have spoken to 15+ representatives and managers trying to get this settled. As soon as I think it's settled, something else comes up with it. I was having a hard time getting a manager on the phone, it was my 3rd phone call of the day to them, and I had been on the phone for 3 hours already trying to get a manager on the phone to settle it once and for all. Out of desperation, I went to the AT&T store, hoping that I could get a manager in the store to try to help me get connected with a manager on the phone. That's all I was asking for, not for them to solve my problem, but just for them to try to get me connected with a manager on their customer service line. I entered the store and asked for a manager. Before I could even explain to the manager what was going on, he walked away and stopped listening to me. I couldn't believe it! A few moments later, he came back and I tried again, while the customer service rep looked up my account. He told me that there was nothing he could do and walked away again! The customer service rep in the store then told me that they do not have any power to change anything. I tried to plead that I am just asking for them to try to get me connected with a manager, emphasizing that I do not want them to fix it. When they brought up my account, they claimed that I had not even paid my bill for that month. I was shocked because I have texts and emails from AT&T confirming my payments and I have bank statements to back it up too. And every single one of the customer service agents on the phone confirmed that they took two payments in one month! They wouldn't hear it and just sent me on my way. What is going on AT&T??? Get your s**t together!!! Lesson learned, if it is out of their job description, don't expect them to do crap! It's no wonder that every single time I go in there, the workers are NEVER the same! I wasn't asking for much and you didn't even have anyone else in the store!!! What harm would it have done to provide a little customer service, attempt to help a long time customer, and truly make the customer feel like a VALUED customer (as they always preach)? read more

October 2013: Customer service in this store is excellent. I remember a time when I didn't enjoy coming here like some of those 2010 reviews. I don't know what has changed, nor how, but things have changed. And, I think Yelp should age out old reviews, or weight new reviews heavier. Carol helped me with my "cross upgrade" that a phone call to AT&T customer service really, REALLY messed up. She was quick, efficient and friendly. I couldn't help thinking that an Undercover Boss would promote her right away. read more

Got a notification that I'm eligible to upgrade my phone. I came into this store and they said I can't upgrade my phone unless I pay a 630 dollar fee for my phone because I only had it for 4 months. I had this phone for 2 years. Again, they said there is nothing I can do unless I pay the bill because I already received my upgrade and again I showed my phone and said I had it for 2 years not 4 months. Long story short, I was told not to come into this store again and was mailed my new phone, since this store can't provide me any assistance. read more

The manager here is terrible. Long story short, I was told to make an appointment, so I did. Showed up to the appointment only to be told I needed to call customer service to handle my request. Called customer service and was told I had to have the store assist me. Called the store and was told I'd get a call back. After a half hour of no call, I CALLED back and asked to speak with the manager. He already knew why I was calling, didn't offer any apologies for the inconvenience or seem to even care. THEN, he told me they had already resolved the issue and my request was completed. SO, I guess I wouldn't have known if I hadn't called back. And then instead of offering any apologies or further assistance, he ended the call with a, "k bye." 1-star for the fact that my request finally got completed, NOT by the manager, but by one of the associates. read more