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March 2024 by D K.
Went in to see how we could work on lowering my monthly bill. We was met by a young employee - "Lorie". In my opinion she was not dressed appropriately with cut up jeans and her uniform -totally opposite of the other two workers. While reviewing our account, I had more questions- either Lorie was not listening to me or not hearing me. It headed towards a shouting match between us. This employee would not make me finish asking my questions, it was like she knew it all the answers but did not understand my question. She did'nt see the whole picture. I realized I was dealing with this Young wanna be thug girl, who after walking away came back talking with her hands up towards me - as if I was not a Customer or even someone way older than her. She is NOT a kind of person who should be dealing with Customers. I've been a customer with AT&T with a current payment account for a number of years- I was trying to keep my account with AT&T but this Young unexperience employee has made me think NOT. I'm giving this review stars only because the Manager- Lenvy (? spelling) intervened and had another representative who I regret not getting her name, work with me. This other girl was VERY GOOD AND PROFESSIONAL. She clearly understood me and even said my question was a good one. She took the time to find out if she was giving me the right ananswer to my question. My poor review is for first girl "LORIE" SHE WAS ABSOLUTELY NOT GOOD, UNPROFESSIONAL, REPRESENTS AT&T POORLY IN HER DRESS APPEARANCE, ATTITUDE, and CUSTOMER SERVICE. SHE DEFINITEY NEEDS MORE TRAINING. MOST OF ALL DISRESPECTFUL !! I give her A NEGATIVE ZERO STAR if there is such a thing. Shame on that AT&T employee LORIE from the Kamehemeha Shopping Center store, she does not deserve to be called a "Representative" for AT&T.
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February 2024 by yanique simpson
Filipina agent had some poor customer service skills. Came in 100% ready to drop money on a phone and after only a few questions I lost all desire to work with her. She was more interested in showing what she knew about the phone policies (it’s her job of course she should know) than trying to help me make a purchase. I had a few issues I wanted to resolve so I can buy a new phone and her attitude (and probably lack of English speaking ability) kept shutting me down. There was another customer next to me on the phone trying to talk with customer service and this agent kept talking over her and telling her to move mid conversation. I don’t usually leave reviews but she needs to sit in the back of the store and have someone with actual customer service skills be at the face of the store.
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January 2024 by Val D.
Had only two employees which were busy with each customer, so I waited about 10 minutes before one could help me. I couldn't transfer the phone service from my old phone to the new S24, but right away she said since I started the transfer, she couldn't help me because it would be too much trouble to reset the new phone and transfer it all again. I then called protech at the store just in case I needed her and protech was more professional and helpful, but still could not transfer my number to the new phone because somehow the new sim card that came with my phone was corrupted. While I was trying to rectify transferring my phone number to the new phone, service for both phones got disconnected and she told me I had to call them at home, but I insisted to stay at the store in case I needed help, and wasn't going home yet and didn't want no phone service on both phones while shopping around. She then let me use her cell phone to talk to protech, and left me to help another customer instead. While I was on the phone, protech told me to get a new sim card from the store, but I had to wait since she was helping another customer transfer their old number to their new phone. At the end, I spent 2 hours wasting my time learning that I couldn't transfer my phone number until I got home with better wifi and help from protech. I hate going to any of the AT&T stores now because all they do is sell or give you a hard time accepting the trade in (which she was having a hard time since the Ala Moana Store told me to factory reset all the phones before trading it in, and I didn't know the specs off hand). After she grudgingly accessed my old phone for the information she then told me I had to factory reset it again since it was my phone even if she was there to do it, and when I asked how do I do it, she said "I don't know", but I then I rememebered where to search for it to reset. She then tried turning off the old phone and looked at me in disgust saying it won't turn off. It was an old phone that I was trading in, and I just pressed it a little harder for a little longer and it turned off. I truly thought the reps in the AT&T store should be at least knowledgable with the new phone features since I was asking simple questions like how to restart the S24 since I just got it, and had no manual but she didn't. She just said she just sells them. How could a seller not know the features of the product they are selling? Protech looked it up and told me how to turn it off, and apologized for how I was being treated at the store since they were listening to her while trying to help me. Now, I learned it's hard to go to an AT&T store for help anymore, and need to call protech or order online, but it's really hard to order without actually looking at what I'm buying. I used to have excellent service before, but their service at their stores really went down. I really cringe if I have to go there, even to trade in my phone, and it's a gamble if I'll get a good/knowledgable or lazy/oblivious rep to help me. Now I really have to think and sing to myself, "eeny meeny miny moe, which AT&T store should I go" to decide which store would be best to help me as well as is knowledgable since I've already been to the Pearlcity, Ala Moana, Waipahu and Kalihi ones within last month to order a new phone and trade in my old phone and resolve my phone issues, receiving different answers from each store. All I know is if I see the two women in there again, I will not enter and turn around to drive to a different store to get help. Lots of Parking since it is in the Kam Shopping center, but too bad I can't go there if I need help when I'm there to shop at other stores.
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January 2024 by Mark irorita
If i’m able to rate a 0 star I would! We’ve been A at&t customer for over 10 years and this is the first time we have experienced a service like this and this is also the first time we came to this store (That explains why). We came to this because we wanted to trade in our phone to a newer phone, We also pay extra for their phone upgrade feature to be able to do that.When we received the new phone, We sent the old phone with the airbill that was provided. After few days we got a CALL from this store that they have our old phone when we went there to pick up and asked why, the manager and two girls working couldn’t give us a correct answer all of them were clueless all they said is to call At&t customer service which we we did the next day. Per At&t customer service, Apparently the phone was processed wrong so they gave us a new airbill, we sent the phone the same day we called and got the new airbill on 11/16/2023. We just let it go and never complained but then we got our bill this month and we were charged $466 for not returning the phone on time, we called At&t customer service again which I had to call twice and finally they told us that they returned the phone because they didn’t received it within 30 days. Which we were already frustrated because of the bill and plus we did NOT receive the phone so I called ups with the tracking number that was given to us and apparently this store received it DECEMBER 27! mind you it’s already JANUARY 13! I called this store and spoke to Jennifer she told me that they didn’t have our contact number that’s why they COULDN’T CALL us which is very interesting because they were able to call us the first time they received our old phone and when I tried to tell her what happened , Jennifer wasn’t even letting me speak she keeps cutting me off. She was speaking on a very nice tone of voice so I wouldn’t be able to tell that she’s being rude.The frustration we went through because of their simple mistake and we didn’t even get a SORRY. DON’T EVER GO TO THIS STORE!!
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January 2024 by Cyrus Alegre
Leny was amazing throughout the entire transaction. She made my experience and expectations very much more than what I expected. She saved the day for me. Very patient with me. Thank you Leny for being the one to help me.
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January 2024 by Carol M.
Since I still had to go AT&T to change my phone, I decided to go to a different store. I checked Kam shopping center in Kalihi and was surprised to see a change in their business hours. Now it's Monday -Saturday is 10-7 and only Sunday is 10-6. I think with the problem I had it should've been Wednesday and not Sunday with the change.
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December 2023 by Richard Martin Jr
JAZEL AND RICKY JAZEL WAS POLITE HELPFUL PATA.Irealy like her sevice.
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December 2023 by Marilyn sue
Very excellent service from Kirstin
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December 2023 by elmer mendoza
The salesperson is very helpful and answered the question we asked.
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November 2023 by Joni Vejsiu
My phone was not charging so I went to the store panicking. Ricky was amazing. He helped me get a new phone and the process was fast and pleasant. Very pleased with the customer service.
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September 2023 by Jay Munoz
Went here to get the new iPhone 15, and Andrew was extremely amazing and helpful. Will only come to this store because he is great. And so is Grace. Love this store. Thanks.
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September 2023 by Annalyn Lozano
Andrew was great! Friendly face and professional. We added a new phone line so he ensured that we new exactly what we were paying for and more. We need more people like Andrew.
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September 2023 by Richard Chapman
Andrew was absolutely terrific. He helped me get into a new phone this morning and was way more efficient than the website. I much appreciated his time and courtesy. Thank you Andrew ?
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September 2023 by Rhea Bulaoat
Got help from Grace and Ricky. They were very patient with getting my phone updated. They both listened in on my concerns. Also gave tips on what to do if my phone isn't able to make outgoing calls.
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September 2023 by arianna santiago
Amazing customer service both Jazel & Ricardo both assisted me in getting my business line set up, we ran into some struggles but they handled it well and professionally, i would recommend both of them if you need any assistance in phones, tablets,watches,upgrades,new accts etc when you in the area "Kam shopping center" AT&T!!! Go see them on your next visit! Thanks again!!!
