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

Failed to tell me that I can't terminate a service contract if the phone was already ported to another carrier. Paid my $ to end the contract, tried to unlock my phone, but couldn't cause it said phone was still in contract. Contacted the store, still wasn't told that can't unlock if it's ported, and that I would have to wait for the next bill. Also the $ I paid went on our bill as a credit and not to cancel service contract. I also went in with my daughter to inquire about her plan once we removed 2 lines, Ryan told us that she would have to keep the 700 minutes, and expected to pay up to $120. He was also more interested in trying to sell us Direct TV even though I told him it would be up to my husband, and that we were there to just ask about her plan. Guess he didn't quite get that we weren't even interested in Direct TV cause he gave me an informational sheet on their plans. Glad I'm no longer with them cause when I called the main ATT number, they were rude and hung up on me when I asked to speak to the supervisor read more

I went into the store to get my FaceTime fixed on my phone. After one worker could not help he referred me to Apple for after only about 10 minutes of help. I said why would I go all the way to Ala Moana from Kaneohe to Apple with Covid mind you and they can't help me so I called Apple instead. After being on the phone with three advisers and about 2 1/2 hours later my problem is still unresolved. You would think they would try to help me as I'm on the phone with Apple trying to resolve the problem that they can't help me with but 4 workers just ignored me until I ask them for help again. It was a disaster and I am exhausted. Also my phone is in warranty still so I asked Apple to just mail me a new one and I would mail my old one back after. They in turn want to to continue repetitive rebooting and resetting, more different things that did not work another hour later. I left the AT&T store because no one seem to care if my problem was getting resolved or not so both of these companies Just didn't offer enough or fix my problem still. read more

My phone displayed an error and wouldn't work. I was afraid it was a lost cause. The staff at this shop was friendly, prompt, fixed my phone and saved all my data. They helped me get some items I needed and referred me to other places for items that they did not carry. Fast, efficient service with a smile. Definitely recommend. read more

been coming here for years.. love the fact that mark has been here for soooo long and that he's very helpful and knowledgeable. .. he's my first preference!! and yet if he's not here my second 2 go guy is zacharia... he is the same compared to mark but a younger version. .. I also like the fact that these att peeps have been here for awhile. . even though there are new faces here, I appreciate their commitment with the company.. read more

AT&T Store - I like the new setting... been like this for a bit but the table and chairs makes it more inviting.. just saying.. - Mobile Phones Near Me - Kaneohe, Hawaii

Let me just say that this review is not for any particular AT&T Store or personnel. The 1 star rating is for the terrible customer service from their cell phone insurance provider, Asurion. DO NOT BUT INSURANCE FROM THIS PROVIDER. My cell phone was stolen on Sept 24. I thought luckily, I have insurance so I will be able to replace my iPhone. I registered online for the insurance policy and an email was sent to me saying that the replacement procedure is in process and that I will receive another email when the cell phone is shipped out estimating it in about 1-2 business days. On Oct. 3, I called back inquiring about the cell phone as seeing how it was already over a week. They said that that model of cell phone is on back order and that it will be shipped out as soon as they have it. I tried to get a time estimate but they couldn't tell me. So then I proceeded to ask for a loaner phone in the mean time. They said that they do not have any loaner phones. Then I asked if I could change the colour of the phone to one that they have in stock. They said that once the insurance policy is in place, they can't alter it. So basically, Asurion was telling me that they have no idea when I will get a phone again and there's nothing they will do for me in the meantime however I was still paying the insurance rate monthly and had already paid the $200 deductible. I had changed the mailing address of the phone to be sent to my address in Hawaii and not the billing address but Asurion sent it to the billing address anyways and I had to get my dad to ship it out to me. Other than that, they also promised to send out a car charger with the iPhone because they didn't have any cell phone cases in stock to replace the one that was stolen. The car charger also was NOT sent to me. I just received the iPhone in the mail today and it is Oct. 18. From filing for the claim to receiving the phone, it took over 3 weeks!!!! I will never get insurance coverage from Asurion again. Cell phone providers should also stop working with Asurion. read more

They have been great to me since I've gotten to this little island. First, my phone went swimming in the Ocean shortly after my arrival, so I was able to get the 6s Plus. Then I just wanted to upgrade and I got the 7 Plus. When the 8s came out they helped me 10 minutes before close even though it lasted until 30 minutes after close, just so I could get a new iPhone 8 Plus. However, I returned the next day to buy an iPad, the lady told me 15 minutes and I needed up having to wait a whole hour. That's the only reason I'm not giving 5 stars. The sales representative ended up helping me and I was able to walk out with my new iPad, and a happy attitude. read more

i went in with a simple question about my iphone and they treated me like i smelled bad. i set my iphone on the counter and two employees staged a staring contest with each other over who would be forced to touch my phone and answer my question. the employee who lost then repeatedly ignored me when i spoke to him as he messed with the phone. that said, they win... i will never go to this store again with a question so they won't have to deal with me again read more

Terrible customer service!! Got here at 12 on a Wednesday morning. We checked in with a manager in a white shirt, and all we needed was to get a bill statement printed out. We waited for over half an hour while there were employees in the back office hanging out and while two other employees were setting up accessories. While I was waiting I was checking out some phone accessories, that were locked up, and stood around for a few mins waiting for someone to help me check out a phone case, no one bothered to help. The manager walked by several times, not saying one word. Another customer walked in after we had been waiting for 30 mins and was helped immediately at the computer by the same manager that had checked us in. When our name was finally called we were helped by a friendly member of the staff, who thank god was very nice & helpful! It only took him a couple minutes to print out our statement. I just don't understand why not one of any of the representatives could not have just printed out my bill that would have taken just a minute of their time, rather than have us wait for a half hour while other customers are figuring out phone plans, buying phones, accessories and getting a millions questions answered. Why do they ask what we are there for if they know we only needed something so simple done and they are still gonna make us wait forever? I cannot believe that guy is a manager, horrible customer service and overall such a crappy experience. I don't pay 200 dollars a month and have not been an AT&T customer for years to receive such god awful customer service. read more

I've been going to this location for years to not only buy a new phone but to buy accessories for my phone. I had no problem with previous sales agents that use to work there. I just recently upgraded my phone and the sales agent that helped me was very unhelpful. . With a lack of product knowledge, I wasn't interested with whatever he tried to offer me. Yet, he failed by showing a lack of professionalism. He had the nerve to tell me that they don't even try to sell phones anymore and it was all about selling cable as in Direct TV. Is it because he gets more commission when he doesn't even know what he's talking about. He was rude and confusing and think he was going to sell generic cable to me when I wasn't even interested in any of his offers. I went to get an upgrade on a new phone and this guy never showed any special features of the phone itself. He rushed me to choose the color I wanted. What an idiot to even be working there and servicing me with unskilled experience!! I talked to his manager Cory who apologized to me. There was one new employee that was very helpful and was on training that day. He probably has more knowledge than that unprofessional sales guy who thought he could make a lot of commission out of me. He didn't deserve any of that. I really hope he had a very good talk with his manager because he made me feel very uncomfortable buying anything from him. Never did I ever had any Sales agent like that before. He treated me poorly with very bad customer service. I would have bought the promotions that he offered but he didn't help me at all. The time spent with him wasn't worth being there. Although, I did get me my phone and had to learn the features on my own. Because of my bad experience with him, I will no longer return to this location. Even the sales rep over the phone has better customer service and very helpfulI. I don't know but that sales agent gave me horrible service and should consider in finding another job. read more

On Tuesday June 3,2014 at approximately 3:45 I went to ATT at 45-480 Kaneohe Bay Drive. I went to get my phone iPhone 5C replaced by ATT's insurance because I bought in May of 2014. 1st when I bought the phone I was misled by the sales representative when they told me that the phone was water resistant. Which I did not have a problem with when the store manager said it wasn't and said his representative don't say that. I did not want to argue the fact that I was misled only to get the phone replaced. 2nd they didn't replace the phone they put me on the phone with their insurance representative and assured me that the phone would arrive in 1-3 days. The store manager then reassured me that the phone would arrive in 2-3 days after this call was completed. 3rd I asked the store manager, once the phone came in because it would be brand new if I could exchange it for a Samsung Galaxy 5? The store manager outright said no. You would have to buy it at full price or renew my other line. I refused. 4th On Monday June 10, 2014 the phone never reached me. I am now without a phone that I bought from ATT that was insured by their insurance for 6 days maybe 4 working days. Is this how customer service is handled at ATT if so I shall not recommend ATT to be your next service provider. read more

Wow! I am shocked by the negative reviews. I have delt with them for several issues, cell phone, smart phone, tablets, ear pieces, accessories. I've had problems with my devices & connectivity sometimes, but always treated with courtesy and good service. They will be quick to offer replacements or remedies, and always fair, in my experience. If it's crowded they have a system to call you when your time reaches #1 on the screen, so maybe some folks are not patient. I've found the staff & service go out of there to be helpful, as I'm still rather dumb with being up-to-date on the technology. read more

AT&T, formerly Honolulu Cellular, back in 2003, I believe, for most of my approximate 40 years being a customer there since, but as I am sorry to reiterate, what ever happened to the young men I knew well and had been always of great help every single time that I went there for any kind of help, they, like Travis, Dennis, Mark, etc always gave me their personalized individual attention and I never went there wasting any time, but now, well you know, some may be good, most kinda like thumbs down.....? read more

Someone needs to give more feedback on this store. I went in on a busy time of the year. I understand wait times during the holidays but I don't expect to have timely service, but I do expect someone to be a little more understanding. I bought my Iphone 5 from this AT&T store back in June, 2013. I've had it for a little more than a year and have had to take it to AT&T 4 times to get fixed. For the first year they sent me to Apple, which I did and they replaced the phone twice and had to fix other issues with it two other times. After the 1 year warranty was up, I went to AT&T because I wasn't able to dial or receive calls. I kept getting a failed message on my phone. I went in 3 times to change the SIM card on my phone. They kept changing it but the error kept happening. It is now the holidays and I don't have a phone. So I got into AT&T in Kaneohe and wait. There are 14 people in front of me. That's fine. A very nice greeter tries to trouble shoot all of my issues. His name was Bryce and he was extremely understanding and nice. Which is why I give 3 stars instead of 1. He couldn't figure it out and I waited for the next Customer Service Rep. I got JT, he was very rude. I explained my situation and he said they could do nothing. I would have to pay $299 to upgrade early then pay $30 per month for a new phone to rent it. Which would come to $720 total for the next two years. Long story short I ask what my options are and he said that's it. I got upset and asked to speak to a manager. He said he can't do anything for you. I asked if they could waive the early term fee since i've been inconvenienced with changing out the phone 4 times! He said no and to call customer service. I said well my phone doesn't work can I use yours. So he dialed the number and the VM said they were closed. WHY don't they know when their customer service closes???!!! I asked again to speak to a manager and that I have been a loyal customer for 10 years and that they should be more accommodating. I said I should take my business elsewhere. The guy JT said, yes go ahead. I almost lost it. His customer service is terrible! I asked again to speak to a manager. He walked away and helped the next customer without even getting his manager. I stood there for another 10 minutes before Bryce the nice employee came to help. He got his manager in the back and he finally was able to help me. So I explained to him that I had insurance which JT didn't even check and finally he said that I could make an insurance claim. Now why didn't JT check on this??!! So not helpful! The manager and Bryce were very helpful..As for JT. If anyone gets him..He is TERRIBLE! read more

Came in to pay a bill! The kiosk doesn't give change so the person at the door informed me that in order to get change I have to wait in line or go to Foodland!! Very inconvenient! Bad customer service! read more

Was not happy as I'm waiting for 15 mins for someone to service me... Then when my name is call and I wave an make eye contact it appears as employees are squabbling on who to help me an that just pissed me off. Finally after about 7 mins which FELT like another 20 mins. ANYWAY........ I was finally help by an employee by the name of (Rome) I think.... This gentleman was very knowledgeable of his service plans, phones and customer service. Smiled an had very good eye contact an when didn't know an answer, found out. I went an grab 2 new phones an ended up getting 2 more add on in service... BUT- in order for me to do that my husband (who is primary) had to come to the shop. AND believe me that was an inconvenience for my husband an I sure tried to sneak my way out of getting husband to come down--- this is why Rome is such an asset to ATT-- despite my nagging an begging NOT to have my husband come down -- he did not budge but yet educated me on the importance of liability with his company-- I CAN APPRECIATE THAT!!! I am very pleased with HIS service. Why 4 stars then?... Because i fricken hate waiting.... read more

Came in to get my phone fixed and they told me it would be a 30 minute wait. There's like a million people who work here and one guy just takes names at the door and just stands there like hello he could be helping me instead of doing nothing. One guy didn't even hold the door open. It's just sad that such a big company has smaller stores like this but the customer service is horrible. Someone is only here for a return and has to wait as long as us! Don't come to this location, you're better off going to the ones in town. read more

This store used to not have the best customer service. I went in today with questions about my bill and was promptly greeted by a very friendly individual instantly. I believe her name was Inez. She was so friendly and went over my concerns with me while I waited to use the pay station. Nice hiring Kaneohe. I know I will be treated fairly as long as Inez is working. read more

Not only is AT&T the most difficult company to work with, but their employees do not provide any stellar customer service to make it better. Worst customer service out of all the AT&T locations I've been to. Definitely considering taking up another carrier on their "cut your bill in half" special. read more

Terrible service. Really disappointed-- waited forever and it wasn't even busy. Like over a half hour and 4 employees are just hanging out in back. So terrible. read more

Worst customer service ever. Went in to ask a few questions about insurance claims on a couple phones. The two sales men (one asian and one black) that were standing there seemed like they had better things to do besides help us. We asked about how much the insurance would be to get a phone replaced and then had to ask the guy to actually open the account up to check, not just give us a smart ass answer. They made many smug comments, giggled and commented between the two of them, and were nothing but rude. I used to manage a wireless store front a few years ago before moving to the mainland and I am completely disgusted by the assistance I received at this location. read more

I came into expecting a lot of hassle because I went to a waipahu atnt for some questions on putting a new line, an I came to Kaneohe and Zachariah one of the guys on the floor was more then excellent ! He helped me so much I left happy, answered all my questions answered all my problems. Thankyou so much Kaneohe atnt read more

Kyle is a lifesaver! Came here with some questions about a recent bill. Brydget and Evan at the Ala Moana store did not explain to me that my next bill may be higher due to prorated charges. Kyle at this Kaneohe location explained everything thoroughly and just really knew what he was talking about. He apologized many times for inconveniences that were not caused by him. Awesome employee/representative of AT&T. read more

Love them! I cracked my screen protector and they instantly took it off and told me I could replace it because of my lifetime warranty on the protector. read more

Employees here are pretty worthless. They will not help you unless their tablet has a button they can push. They are unwilling to take any steps to solve or resolve issues. They will not read your account, they will not consult another department for clarification. The worst customer service I have ever had, and that is saying a lot! read more

Came in to upgrade my phone there was a little bit of a wait since it was after 5 on a Wednesday, thought it was strange how the manager was kinda just standing off in the corner not helping even with a line but I don't know how the store is suppose to run truly. Took about 30 min to be helped but I was expecting that. Overall I had the best experience because of the salesman helping me, Kyle Oshiro, awesome dude! He exemplified guest service and helped me with switching the phone easily with no stress. read more

I had the most horrible customer service and the advice wasn't even helpful! Sales rep tried to charge us extra!!! Never visit this location or prepare to pay more!! read more

I will never go to this store again. I purchase a phone online to pick it up at the store. The representative presented the phone to me without any activing the phone. I had to call AT&T phone number to have them active my phone for use. She was very unprofessional in presentation of the product and knowledge of customer service. How do you give a customer the phone and walk off. read more

I went in to buy a new phone today b/c may old one died. I've been an ATT customer for 15+ years but didn't know the password on our account bc my husband set it. (I couldn't call him and ask bc I didn't have a phone!) Employee at the store told me he couldn't sell me a phone without the password. What?? I'm trying to give you money. You can't figure out another verification method to let me into my account?? Lost a sale and he didn't care a bit. But also, I don't have a phone! I would LOVE to switch to another local carrier but all the research I do sounds like all the companies around here have horrible customer service. read more

Went to upgrade and add line to my account last week. Zachariah was very knowledgeable on the different plans they offer. He was very helpful to us. Mahalo! read more

So let me start by saying I am not an AT&T customer I simply came in to buy a few chargers for my phone. I was blown away by the customer service they provide. You may be wondering why I didn't buy chargers from my phone company well...they had bad customer service so I decided to take my business elsewhere for my accessories. Mark greeted me quickly even while he was assisting another customer. He was very attentive and observant of the customers roaming the store. I liked how everything in the store was open, clean and everything was clearly labeled so it was easy to find exactly what I was looking for. I was thrilled when Mark informed me of their accessory sale (which included non customers). He even went out of his way to open the door for each customer after purchasing an item! Stellar service I am seriously considering switching my services. I will definitely be back to buy more things here in the future! read more

Rome has poor customer service. I purchased a phone through Best Buy which had a trade in promotion through AT&T. I went to the website www.att.com/tradein went through the whole process in which it gave me the option to have a box mailed to me to complete the trade-in or complete the trade-in in store. I selected to complete the trade-in in store and it gave me a selection of stores in which I chose Kaneohe. When my BF got there to complete the trade-in they said they couldn't do it, a box was being sent. My BF put me on speaker and I explained what I did online and Rome kept saying well you did it with Best Buy, correct but the promotion is with AT&T, then he kept saying I don't know what you did, I don't know you, I've never met you so I don't know what you did and I explained again what I did and again he said I don't know what you did and I don't know you. Rome, instead of trying to figure out what the problem was says he couldn't do anything. Maybe it was a system error, but no blamed me. Never had these issues with Verizon, I should take my phone lines back to Verizon if Rome is what they consider a good employee. read more

The customer service here is so abysmal that words almost fail me. Even with an appointment, after checking in at the door and being told that when someone was "ready," he or she would come speak with us, we waited twenty minutes while we were completely ignored. When I spoke to two employees just standing around staring at the door, they said they couldn't help me because one was training the other to watch the door. We finally left after twenty-five minutes of speaking to no one, and the capper was that the two doorlings opened the doors wide for us to leave. Sartre could have written this play. I urge you to avoid this store and the people (?) who work there. read more

The store is OK but the phone insurance they sell through Asurion gets a minus 5 stars. AT&Ts affiliation and unwillingness to help also gets a minus 5 stars. GO TO ANYONE BUT AT&T read more

Staff may have been wearing masks, but during the hour+ that my daughter and I were there (taking care of something that shouldn't have been more than 15 minutes) with our masks on too, about a half dozen other customers came in (not all together) and wandered all over the store. They all had masks, but none were wearing them correctly. One fellow had his mask just hanging off his ear (like it was an earring); 2 people had their masks wrapped over their ears but the actual mask was pushed down like it was a chin strap thus completely exposing their mouths and noses; and the rest had their masks on, but incorrectly (only covering their mouths). NOT AT ANY TIME DID A STAFF MEMBER ASK THESE CUSTOMERS (politely) TO USE THEIR MASKS CORRECTLY WHILE IN THE STORE. Nor did the Staff make any effort to wipe down the multiple items these customers were touching, etc.... It is so sad. It only takes a moment to politely ask people to follow proper procedures. I hope nobody gets sick after shopping in that store. Needless to say, I will NEVER set foot in there again. It is this kind of lackadaisical attitude toward Covid-19 that will make it impossible for our community to ever get control of this public health crisis. How many people must get sick and/or even die before people like these customers AND THE STAFF take things seriously??? read more

Just before Christmas Day AT&T had a special going on the iPhone 6S, I went to the Kaneohe Stone it was busy as hell!! I decided to wait it out. Finally I'm up, the rep that assisted us was Dennis, he explained what the special was, pay for one and get the second one Free and all that stuff. Dennis was very helpful, knowledgeable about his product, professional in dealing with a very busy day. We were able to walk out with our new iPhone 6S phones. My wife and I are very happy and satisfied customer's, a Big Mahalo to Dennis for all your patience with us both. read more

Got a new iphone the other day. That part was a little slow, but the guy was still helpful. Couple days later I went in to get a screen protector for it. One of the employees cut me off mid sentence, asked for my phone and told me to follow him (not ask btw). He then took out a 3in knife he had and told me "you don't need a screen protector, look" and had the nerve to scratch MY screen with the knife. Thankfully he was right about the screen's durability BUT he had no right to demonstrate it on my phone which basically stressed me out. I was super upset after and he knew it because he was pretty much saying i told you so, and just kept responding that he didn't have to do it to my phone. Don't they have demos for that?!? and more importantly, why does he carry such a big knife? He was rude and ignorant and non-apologetic about the situation. I just walked out. read more

This store is all about the transaction and could care less about follow-on customer service. I will spare you the details of my ordeal, but basically don't expect this store to do anything besides tell you what you want to hear in order to get your money. IF THIS STORE DOES NOT HAVE THE PHONE YOU WANT IN STOCK, FIND A STORE THAT DOES HAVE IT IN STOCK OR ORDER IT ONLINE. You will save yourself time and frustration if you limit your interaction with this store's staff. read more

I called to get my iPhone unlocked as I am transferring providers, however, I was found out that I cannot get my phone unlocked anymore. The guy on the phone sounded like he was working just to kill time and not to assist customers. He then directed me to go to the Apple store as, "they can unlock phones there." I contacted Apple Support before driving from Kailua to Ala Moana and found out from a customer service helper that, "I can assure you that Apple is not able to unlock your device." After dealing with bad customer service from AT&T shops around the island today, I was displeased after hearing how unsupportive this person on the phone was. Glad I did not walk in. read more