Over promise and under deliver (like every cell phone store). And they don't pick up their phone I literally called them about a hundred times over a 48-hour period before someone finally picked up and it was the manager. I get the feeling the other employees that work there are just passing time and could really care less about helping customers with their issues. And this is not a corporate store which is a huge difference in how you are treated and what Authority they have read more

I have been with Att for over 20 year. I also understand no cell service is perfect. Which that being said the rep BRANDON in this store was so disconnected and has no business in a customer facing position. Try to tell him our issue why he was texting and have to repeat questions over and over again was soooo frustrating. This poor representative has made me a new verizon customer. ATT step up your game your hiring the bottom of the barre. HORRIBLE customer service!!! read more

There is absolutely no customer service !!!!!! beware of the stupidity !!!!! AHTHT has been sold in the Chinese part !!!!With the AT&T for almost 15 years and these idiots think it's profitable to not only allow the Chinese communist party to constantly call me almost 100 times a day in spam calls when I call AT&T for the problem to fix the issue at hand. I can't understand the person on the other line because they're from the Chinese Chinese park!!!! I will not purchase no deal with anybody that doesn't speak English and I do business with you!!!! read more

Came in today to buy the new iPhone. I was a bit disappointed after 15 minutes of trying to get settings and accounts updated so that I can get the new phone. I was told that they wouldn't sell me the new iPhone because they're saving it for other people. Meanwhile, I watched a lady walk out of the store with the new iPhone. The floor rep said that his manager wouldn't allow him to sell it. read more

I went to upgrade my phone and was helped by Jasmine T. I stated I wanted a free upgrade regardless of the model I was getting, she then proceeded to tell me the only way to get a free phone was if she added another line, the entire process felt like a scam and it was. My phone wasn't working when I got home, my original number got replaced with a new number, I called ATT and they were completely confused. I was told there was NO reason to add a line for 12 dollars a month when there is an active promotion for the phone I upgraded to for 5.99 a month for the same amount of money that she gave me with the added line. I was scammed so she could probably make more commission off me. ATT sucks and that store location is a disgrace! read more

Place is a joke, avoid like the plague. Went on a Sunday at 3pm to buy a new phone. Door was locked with a sign "at lunch" waited an hour until going to a different store. Came back to turn in old phone from purchase at other store. Got there right when they opened but they couldn't process my trade in. read more

Helpful service. Stocking store with screen protectors. Was told my screen protectors would be free when I bought phone. Now telling me that is not the case, the person who sold it to me wrote up my order wrong. read more

Jasmine the manager of the store is absolutely amazing!! She is so helpful and knowledgeable. I can't say enough good things about her.

Third time I've been to this location, and the third young gentleman I've dealt with. They've all been great! "B" was really nice and really helpful today even though my issue was one that needed to be handled by a company store. read more

I've had to go to this store multiple times to get things taken care of. The guy who has "helped" me each time (unfortunately), I think his name is Octavio, doesn't know or do his job very well. I changed my plan and he told me it would only be about $10 more a month. It more than doubled! He has been unable to give me correct answers on questions and issues I've had, most often saying what he "thinks" the answer is or that he's "pretty sure" of the answer. Usually he's wrong. It's very, very frustrating to deal with an employee who is inept. read more

I tried to file a claim through Asurion, whom I pay for through AT&T for my broken camera screens. I was prompted to go to my nearest store for replacement. Upon arriving, there were a few people ahead of me and I was happy to wait. The woman who appeared to be the manager, or in charge that day got to me after 20 minutes, which was fine. When I explained my situation she told me " you need to file a claim online" and gave me the website, which I already knew. I told her again I was directed to come in, she told me "we can't do that here". I then logged into Asurion in the lobby, received the same message after attempting yet another claim and showed it to her. Her response was "huh, I've never seen that before"....."you need to go to an Apple Store to get it fixed". What? I did not purchase the phone from Apple. She insisted and would not help remedy my situation at all. I left and went to an Apple Store. They told me to go through the AT&T insurance I pay for or it would cost a lot. Now I am back to square one! Worst service I have ever had. So much so, I will take all of my family lines and business after many years elsewhere once my contract is up, which is soon. Do better AT&T!!! read more

Situation - Phone upgrade with a 50% promo never received 5-months later. Visited the store to review the issue and was told the promo required to also sign up for a new calling plan. The additional requirement to get the promo was not disclosed at the time of the phone purchase. Experience - I was bounced back and forth between AT&T customer service and the store for assistance for three hours. Store representative was polite but only solution offered was to sign up for a new plan to get the rebate credit promo. I asked for the manager - Teyvon Stillwell, but he only communicated through the rep while I was 10 feet away in the lobby area and immediately left the store. He later came back and walked by straight to the back office. The issue was not resolved, I never got to talk to the store manager, and all trust was lost for me to sign up for any new service at this point. Summary - AT&T promos and AT&T retail store promos are not the same. One doesn't know what the other is doing and do not leave that store without getting everything in writing. Verbal confirmation at the time of purchase has zero value at that location. read more

If you see Mariselena on your receipt, double check your account! Went in to buy a new phone. Selected an iPhone 8 128gb. Told they were out of stock, so we ended scheduling their new drop off/setup "service" (think they call it Enjoy) for a couple days later - or rather, she scheduled it for the wrong day, but we called and rescheduled. The phone was 16.67/mo, but unbeknownst to us and not shown on the receipt, our salesperson thought they should add a 15/mo protection plan to our account... on a 16.67/mo phone. Wow. If you're gonna commit fraud to meet some kinda sales target (presume that was the case since the two idle staff were complaining about unrealistic targets (Wells Fargo anyone?)), you should think about cost proportion... Then, of course, when the Enjoy services drops it off, it had a screen defect. We say that we can't accept it as it's cleary defective. The so called service provider basically said 'so sorry, can't help', and then literally ran out of our house! Epic! So back to the store... there was a very sincere and service-oriented person (with what I think was an Eastern European accent) that did her damndest to help us, but apparently, that store has no managers right now (huh?). So she couldn't do a return or exchange on the device. She did try sincerely, but apparently the store management decided to leave this gap. Awesome. She suggested we go to another AT&T store (one with a manager), so off we went. Note: The store on Cactus and Tatum seems to have it's stuff together with a highly effective manager (Eric J), and I would presume, for the most part, honest sales people. read more

This is the worst store I've ever been to. None of the employees know what they are doing and they messed up my bill and I had to come back 3 times. They have so many people working and no customers. I went in for them to fix my bill and what did they do? Call customer service and got put on hold just like I would have. They didn't even do anything in store. SO AGGRAVATING. This store sucks and nobody is trained. Don't go here. read more

I'm am writing this review for my two friends who bought phones at this location over the Christmas holiday. Chelsea is AWESOME. She was so patient and funny, guiding my 83 year old friend through the process of upgrading her old iPhone. She walked her/up through it step, by step taking time to answer questions from all four of us! She also helped my friend lower her cable bill and schedule installation for new service. She was so helpful that my other friend decided to upgrade HER iPhone as well! We took up hours of her time, and she was super helpful throughout. I hope this location recognizes that employees like Chelsea are rare and very much appreciated! Thanks Chelsea, and happy new year! read more

Went to this store three days after we moved to Phoenix because I dropped my phone and cracked the screen in several places. The staff was friendly and helpful and it took very little time to get a replacement and use my free upgrade to get another workable phone. I have to say I was happy to find out that there was a location so close to our new apartment and that they had friendly people to work with that seemed very knowledgeable in the product lines. They even were nice enough to allow me to use my fiancee's upgrade since my upgrade wasn't available just yet (two months away from being usable) and then they allowed him to use my upgrade a few months later. Overall: A Friendly staff that works quickly to ensure that you get what you are looking for in the shop. read more

I was with AT&T for 16 years and was a very happy customer. However when I moved to Arizona I had problems with my signal which was probably because of the building I was living in. So hearing so much about Verizon and their "great coverage" I decided to give them a try. BAD MISTAKE!!! Less than a year into my 2 year contract I got out even knowing I have to pay A LOT for leaving early. So I brought my 4 lines to this location frustrated and at my wits end. I worked primarily with Annalisa & a little with a manager Garret and they were amazing. They treated me like a good friend, listening to all of my needs and concerns and making me feel like I've got a new lease on life. I'm so relieved to be back with AT&T and I now get the coverage I wanted even at the same building. Thank you Annalisa, Garrett & AT&T. So glad to be home. read more

This is the best AT&T store. The manager Teyvon is so kind and knowledgeable. They always make sure they do whatever they can so that the customer leaves happy. I also appreciate that the store is kept clean and the staff always presents themselves nicely. read more

Excellent customer service!! Went in to get a new phone & add internet to my new apartment and Mariselena was very helpful & understanding to exactly what i was looking for. She made the whole experience very easy & joyful with her amazing personality & great sense of humor. Will definitely go back in again to work with her & recommended anyone going into this location to ask for her. read more

We came in to see about combining phone services/plans and Ariana was extremely helpful and friendly. We didn't have to wait long at all and she checked both of our individual plans to se which of us has a better rate. She went even further and called in to make sure we were getting the best deal. Happy to have such great customer care from such a large company! read more

I had a good experience at this store. I walked in and Kelly immediately said hello and came over to help me. I needed to get a new phone because my one finally died. She walked me through the options and showed me some of the new upgraded features and how to use them. (The new iPhones.) She also showed me the new protective cases and was able to give me me the pros and cons on the two brands. There was no hardcore up-selling, or pushiness. Overall Kelly really knew her stuff, was really kind, and sincere. Past reviewers said this store was understaffed. I may have just been lucky and came at a slow time of day but there was no wait and there were other people working. I will totally make this my go-to store. read more

The staff are always pleasant, very helpful and knowledgeable. You are greeted immediately and seated. The store is immaculate.

Been here a few times as I have direct tv, at&t mobile and digital life accounts and each time I've received great customer service. I recently broke my iPhone 5s and figured it was time for an upgrade. Sammy helped us and was super helpful and knowledgeable. He hooked my up with a good deal on a 7 and walked out with a iPad mini for 50.00! He made sure I received all the discounts I was eligible for being such a long term customer as well. Overall a great experience. read more

The manager Mark is new to the store and doing well with it! He happened to be the one helping us out with a few long standing issues. How entire team were cheerful and worked well to keep everyone who came in helped in an efficient manner. I was in three times over a weekend for things that calling customer service could not resolve. They handled it all once it was found to be a problem with my dad's (really old) account. Thanks again for the help! read more

Crewmember Daisy is an awesome employee and has excellent customer service. She stayed over one hour past closing to assist my husband and I with our phone. I certainly hope AT&T recognizes her professionalism and customer service and possibly promote her to a higher position read more

The Assistant Manager, Garrett, in this store has no clue about Customer Service. I went in to buy over $2,500 in hardware & after telling him what I was needing, I asked if I may use the restroom before we got started. He said "No" and even after calling AT&T Customer Service and having them speak with him, he still refused. I left, and spent my money with Apple & a couple other companies, spent over $3,000. read more

Usually when I think of going to the ATT&T store for anything I know it's going to be a pain of an errand. But Mark made the experience anything but that. He has exceptional customer service and is very educated on ATT&T's services. If I ever find myself back in the store I hope Mark is there to help me out! read more

I generally loathe salespeople and almost didn't purchase my iPhone yesterday because I couldn't do it online. I walked line the store ready to smack down the first pushy salesperson like an annoying knat. But my sales guy, Chase, completely surprised me. He saw that I knew what I wanted and spared me the upsell bull that makes me want to kill. He even pointed our a discount I was eligible for without me asking about it. In the end, Chase made this a surprisingly painless deal. I don't know if the entire staff operates line Chase, but I know they should. read more

This the worst service and store I have ever experienced working with AT&T. It's not an AT&T Corporate Store, it is an "authorized reseller", the staff is very poorly trained, inefficient, and not very customer focused at all. I spent a significant amount of time trying to work with them to get account issue resolved. I called AT&T customer support and they could not get them on the phone after 3 attempts of having a 3 way call. Lack of sufficient inventory for phones, screen protectors, no wifi, etc. Best to utilize an AT&T official store. read more

Fast and efficient. However the screen protector they put on was scratched and could only be noticed once in sunlight. I came back in the store and explained I didn't see it before leaving the store and they replaced it for me in minutes, though they obviously didn't have to. It's this kind of stuff that dives business. Well done to Chelsea and the manager on duty. Handled the situation very professionally. I might just get that direct TV after all. read more

I had a great experience here this morning. I needed a SIM card and help setting up a watch for our daughter. Steven was super helpful right from the start and made sure the watch was up and running before letting me go. I was grateful for his help, because there was no way I'd have figured it out myself. read more

I went to the store to upgrade my phone and when I walked in I saw these two ladies there on the phone behind the counter. I was greeted with the "we will be right with you." I waited for about 15-20 mins for them to actually come to help me but nothing happened! There was a man literally standing in line for longer than I have been there. These two ladies seem like they were helping a customer who was not in the store to activate a phone or fix something about it. Mind you, there was only two other people in the store already being helped. These two ladies didn't even acknowledge we were there anymore. I was just curious as to why they both had to be helping the invisible person and not the actual customers in the store. I ended up leaving and they didn't even say good night! People are not coming off work to have to wait a whole hour to be helped when they are not helping anyone else!! read more

Stopped in to get info on FirstNet and Chelsea helped me. She was awesome. Extremely patient, knows her stuff, and just did a stellar job. Excellent customer service. AT&T should ensure they keep her around. She could train others! read more

The staff seemed like they wanted to help, the only issue was there were 2 staff and about 15 people waiting to be served. I suggest that management review their scheduling and maybe put some more people on during busy times. I felt truly sorry for these poor staff who were clearly overworked and who were having to deal with some very angry customers for wait times when it obviously wasn't their fault. read more

Same run in today with Garret, we came in to upgrade a phone and to start the attitude at the door was not educating people on the process of Covid safety. I mentioned since there was no other people in the store that I was texting my fiancé to come in. He said nothing. When she went to come in the man at the door was quite rude and inappropriate could have been much more polite but ah, not in the mentality of their store. In talking with Garret before this started his main. Focus was on trying to get me to add a feature to my plan that would add at minimum $240 a month. I have no respect for up charging as a priority. I used to go to this store when it was under different t management and had different staff. Not agin. Will drive across town vs dealing with these arrogant self Righteous uninformed staff. Lastly the irony of all of this is we can sit outside with more than one person in Your party yet there are no plexiglass partitions and the distance adequate for social distancing is ignored as the table is right in front of the door entrance. So please how does this make sense. read more

I have had nothing but problems, and you will sit on hold for literally HOURS trying to get any help, only to find the person on the other end of the line is reading from a script apologizing to you, but can offer nothing in terms of solutions. They will not cancel your subscription without a hefty cancelation fee, despite the fact that they do not deliver what they promised. My system is down almost everyday. Terrible, there is nothing 'secure' about this security system. ATT cannot support the infrastructure for the product. read more

5/28/2014: every time I go to this store, I get great service. Tonight Matt Darling did an even better job. Wasn't sure what I wanted to do with my phone and data plans. He walked through all my options, answered questions, and never once pressed me to make a decision. Told him I wanted to get something to eat at Viet Kitchen & review numbers before making a decision. He gave me his card and responded to my texts while I was eating & reviewing my info. I appreciate that kind of customer service! Happy with what I decided to do!! read more

Service here is terrible really bad. Understaffed, unorganized, inefficient. Not even apologetic. Verizon is ten times better. Been here thirty minutes, no one ahead of me. Sounds like employees are trying to make friends not customers read more

Sitting here for about 20 minutes and have seen two employees walk past me and then go off to do anything but help customers. Hopefully someone says hello or can I help you soon..... I guess I will not be getting a phone from ATT today. After 45 minutes I left and will not return. Headed to Verizon after 15 years with the same cell carrier it is time to see what is out there for options. read more

After spending several frustrating hours on the phone/and on hold with customer service at ATT, I decided to go directly to the local ATT store at Cave Creek/101. There I was immediately greeted by the friendly staff, I explained my frustrations, the issues I was having and the gal took the issue directly to her manager. Erik (the manager) came over right away, listened intently, calmly identified the problems I was having and assured me he would try to help me. He then set forward trying to solve the issues, guiding me through the process, all the while thanking for me for my patience with ATT, for being a longtime valued customer and apologizing for the customer service issues I had been experiencing. I cannot say enough positive things about this interaction. The manager, Erik was a true professional, calm, knowledgeable, reassuring and followed up on every issue quickly. He definitely saved an ATT customer, I was actively looking to make a change, but after working with him, I've decided to continue. Thank you. read more