To Whom It May Concern,…read more 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.

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

Ozzie Perez was the best …read more Fitbit and Google overnight joined, leaving. us unable to track walking God bless Ozzie he was so kind and patient and figured it out please affirm him for bring an outstanding employee for Verizon mary Schuster

This used to be a great store. There use to be a lot of help. I got my IPhone 16pro there and have…read morehad problems since day one. I walked in earlier this week to seek assistance for my non-working phone. I was told that I would have to drive to Naperville for assistance. When I said no, I was told someone would come to my house on Saturday between noon and 2 to "fix" my phone. I stayed home all day for this. Well, it's 4:30, and I haven't seen anyone.

To sum up my experience all I can say is terrible customer service. My initial trip here was to…read moreupgrade two phones, while we were there they encouraged us to take advantage of a promotion for iPads that would be bundled into our upgrade. My wife and I agreed, and after going through the process we were told that the iPads would have to be shipped from another store. No problem. The next day, we were still waiting for our new phones to activate. Which required my wife to call AT&T directly as the store could not take incoming calls. And two days later she stopped in to pick up the iPads. One was available, and the salesman said he would call in a couple of days when the other came in. 5 days later no call. We stopped in on grand opening day, and caught the manager, who immediately told us that that offer was no longer valid, and it was "while supplies last". His attitude was confrontational and he made it seem like we were at fault. We asked why the sign for the offer was still up, and he replied "well I can take that down if you want". We left, and stopped in at the store in Louis Joliet Mall, (which was basically across the street) just to see if the sign was up, it was not, but after explaining our situation to a salesman, that stores manager started calling around for an iPad, and promised to call us back with a status. The next morning we got a call, telling us they had one, and they would hold it for us. They rocked.

I would give zero stars if that were an option. I have never been lied to by a sales rep like I was…read morelied to by Shilyn Y at the Joliet, IL store on Plainfield Rd. I purchased a screen protector and she told me if anything happened to it, it was under warranty and they would replace it. I drove 30 minutes today to have my cracked screen protector replaced only for her to tell me I have to submit the request online and then pay an additional $10 for shipping and handling. This is absolutely unacceptable! I was understandably upset and said you have to fix this, this is crazy, you lied and she told me that I need to get the fuck out of the store! Very threatening and she is an extremely large person so I feared for my safety!

Literally never ever EVER go to one of these places. I didn't go to this location specifically, but…read moreI went to a different talk n fix at another mall and LITERALLY worst decision of my life. All I needed was a basic screen replacement on my iPhone 8 Plus. First of all, the customer service sucked. The guy didn't even look up at what he was doing to talk to me and totally made it obvious that they don't even care about the work that they're doing and just want your money. He then said that the screens they give you look "a little different" according to some people. Yes hello it was A LOT different as in the screen had a blueish tint and I had to double tap every letter to type. All for $130. Damn ridiculous, what's the point of even having a business.

I went in to get my screen fixed , in the morning within that day I have charged my phone at least…read morea dozen times . The guy switched out my battery and gave me a bad one . I don't even want to go in there anymore because I can't trust them with my phone so I ordered a battery kit I will change the new battery out myself since these people aren't trustworthy . DONT GO HERE ..

I go here for my phone screen replacement z they install and will assist if it wasn't done right…read more Very competitive prices as well!

#27/2024 These guys know their shit…read more Basically they're not T-Mobile authorizers other places where you can go. But if you want it yesterday they will do everything they can to get you moving quickly I lost all of my picture and it turned out to be that the battery was so blown up it just been charged so much while the bottom line is I drive a truck and it gets plugged in a lot especially for navigation. And the screen basically cracked I called them and they originally said to be 230 bucks for a screen. I didn't know they needed the battery too and that was 85 more. The good news is a quote you ahead of time and you kind of know what you're going to pay so you can be ready. I was surprised it ended up costing me $353 but hey you know what it's okay. I could have had it done then and been gone however they didn't have the screen and stock they had to order it only took a day and they got it in that's great by me. And they do a lot of things for a lot of stuff they not only do your phones that some people say you can't change batteries yes they can they do laptop desktop software and hardware repairs and they sell and buy phones and tablets all of the markets not really good you ain't going to get much for a flip phone you might get a quarter LMAO! THAT BEING SAID THOUGH IT'S A NICE EASY MALL STORE ONE OF THOSE CELL PHONE PLACES BUT THEY TAKE ALL MAJOR CREDIT CARDS AND THEY ARE VERY PROMPT. I WOULD DEFINITELY USE THEM AGAIN IF IT WAS SOMETHING THAT WAS GOING TO BE UNDER A CERTAIN AMOUNT OF MONEY ALTHOUGH I DO HAVE THE COVERAGE THROUGH T-MOBILE I JUST DIDN'T WANT TO BE MESSING AROUND AND WAITING AND WAITING. THEY HAVE A MAJOR VAST ARRAY OF CELL PHONE CASES TO. Another thing is they try to take and show you what's going to be needed while you're there not just dropping it off and coming back and having them call you and say all that needs this this and this. That was something really nice too once you pulled apart my phone my Samsung Galaxy Note 20 5S I was able to see right then and there what he meant by the battery starting to get a little big and then ended up pushing the screen and cracking it so it was all fair. I didn't have to get a new phone yet I can hold on to this one for a little longer so hey it's all good. Nice thing as I got non-breakable cases fancy ones all kinds of stuff for all different phones are a very well equipped place. Unfortunately joliet's the only location where they are. But for the most part the reviews reflected other than a couple of well we'll just leave it at that.....

Good service and know their plans very well. Experienced reps with 4 years of experience. Have the…read moreNewest devices and always help with transferring information from phone to phone. Great store.

If you need to go to a T-Mobile store in the Joliet or Crest Hill area, this is the one to go to!…read moreThey are not a corporate store and will not try to upsell what you don't want. I've been to another store in the area and will never go back there again. Thank you Carla and Brenda for making my experience a pleasure to do business with your store!

Didn't even get greeted at the door. Made me wait 20 mins to proceed to ask me what I needed and…read morethen didn't have what I needed. A joke and waste of my time.

I wish I could give with store a negative amount of stars. My experience was laughable at how bad…read moreit was. All they do is LIE LIE LIE, and tell you you're the problem for calling them out and threaten you with law enforcement. RUN AWAY, go to a CORPORATE T-mobile store NEVER go to these Authorized Retail stores. I have never written a bad review for any business in my life I just cut my loses and move on, but this experience was unique. Detailed Experience if interested: I picked this store as the store to have my replacement phone sent to, I attempted to pick it up twice after being notified through text it arrived at the store. Both times I was told they didn't have the phone however before being told they did not have the phone in their possession both times I was asked why I needed a new phone. The second time after the associate came from the back stating she didn't have the phone she told me I needed to file an insurance claim instead of a warranty claim. How would she know the kind of claim if she does not have the phone. At that point I went home, called t-mobile, they confirmed the store received the phone ten days prior. I returned to the store the associate straight away told me we already told you we dont have the phone. At this point I am frustrated I did raise my voice but never called them out of name or used profanity, they lied straight to my face three times. I told her they indeed did have the phone I called t-mobile they confirmed it was received by their associate. At this point I can see in her face shes shocked I have the information. She tells me she will not argue with me I told her to call t-mobile then if she doesnt wish to speak to me as that is what the t-mobile rep advised to do over the phone when I called. She stated she will not be calling t-mobile and will she is going to call her manager Zach to remove us from the store. I told her to go ahead and call him. The other associate then comes from the back we attempt to talk to her she said she will not talk to us or give us information. She then states they well call the police and states she and her coworker will stay in the back until we leave the store leaving her other customer she was attending there at the counter. More customers walk in so we decide to step outside the store so the other customers can be attended as this is not their fault. I call t-mobile and am on hold when the police arrive they ask be to explain the situation the officer is confused, they then go in to speak to the associates. The t-mobile rep answers the call and I explain the situation the rep is baffled as to what I am explaining. The rep puts me on hold to try and figure out the next appropriate steps. The officers then come out of the store the officers attempt to have the associates give them the phone, they then lie to the officers and say that their manager is the only one allowed to open the safe, when they had opened it earlier that day. However, I knew law enforcement wouldn't be able to obtain the phone either way due to policies. All these people do is LIE LIE LIE. The officers left didn't even trespass us, had I actually been violent or threatening to their associates they would have at least told us we can never return or we are trespassed. This was the worst experience in my life with any type of business or service. I know it is not T-mobiles fault as this is an authorized retail store. and everyone from T-mobile corporate was very helpful and kind.

This is the worst phone repair shop EVER! I brought my phone in to get the front screen replaced…read more When I returned to pick it up, the guy told me that the screen he had didn't work for Verizon phones. He said that he would be able to get a screen the next day. As he handed me my phone, he informed me that the back screen cracked when he started to remove the front screen. He told me that he would order both front and back and replace them both the next day. I waited all day for him to call when the screens came in, and then decided to go there. When my husband and I got there, he said he had the screens and that I could pick it up in 2 hours we decided to wait. My phone has never worked right since, and the back cracked within a day. I live in Tennessee, so I can't do anything about this until I am back in Illinois. No one answers or returns calls! He changed me $150 for a repair that ruined my phone! I also noticed that he chipped a part of my camera light meter which effects my phone's ability to adjust the brightness of my screen!

Go here if you want to be robbed. Scammers and unprofessional customer service. Phone worked when i…read morewent in for a new screen and was told they can fix it in a few hours. 2 days later i was a told my phone was ready but i needed a new phone from them. Scammers. Stay Away.