AT&T

This store is a scam. They will lie to you right to your face and when you speak to management about it they tell you you are lying to them. The manager Nicole is dumber than dirt, speaks as if she never graduated high school, and even though she speaks to you as the store manager, she states she does not represent AT&T.

It’s an incredibly slow process to actually talk to a rep at the store. I went there about 7:30 p.m. on a random weeknight and was «greeted» by the sight of 3 – 4 customers just standing there by themselves and another 4 customers working with employees. Eventually someone came over and offered to put my name on their queue, which is video screen with the first names of everyone who is waiting for assistance. I added my name and took a seat to wait. About 15 minutes later, one woman ahead of me gave up and left.
At 8 p.m., a pizza delivery guy walked in with a pizza! One of the employees went over to him and sheepishly looked around the store while he paid for his pizza. Incredibly, he and another worker took the pizza and went into the back to eat it! 8 p.m. must be dinner time at this store. This left only 3 employees to help customers and all, of course, were still busy.
Eventually, about 40 minutes after first walking into the store, my name was called and I met with a friendly and helpful staffer who was able to answer my questions. So once I finally met with someone, all was good, but the excessive wait time to do so was painful. After all, this isn’t some hot new restaurant downtown — pizza delivery guy notwithstanding.
My suggestion to AT&T: Anticipate your staffing needs better and suggest to employees that they have the pizza delivery man make deliveries somewhere less conspicuous than the showroom floor filled with waiting customers.
My suggestion to you: If you have an iPhone, skip the craziness at the AT&T store and head to your nearest Apple Store store (Northbrook Court has one and is nearby) to get your questions answered, unless your questions specifically deal with your AT&T account. And even then, a call to AT&T customer service might be a better use of your time.

Wow… This place reeks of inefficiency that I actually called Sprint (as I am waiting in this store) to ask if they buyout contracts and I’m glad they said yes. Because I have just set up an appointment and, hopefully by tomorrow, I will be saying goodbye to AT&T. I’ve have had them since high school when they were Cingular but I’m finally exhausted after watching inefficient employees walking around with iPads pretending to be busy. It’s almost 7 pm with barely 5 customers. And half of them are also waiting for some sort of service. Also, them telling me that I can take care of everything through the useless MyAT&T app clearly makes me realize how inefficient these stores are.

The worst store ever. Avoid at all costs.. First of all they never answer their phone so you cannot call to make an appointment. When I walked in I was told wait would be 15 – 45 minutes. I have now waited an hour and 15 minutes with no end in sight. There are 15 people on the wait list. They have told me I could make an appointment and come back but the next one is not until Saturday and it’s Wednesday today. They are unrealistic about wait times and severely understaffed. I saw workers go in the back for long lunch breaks. How the manager can let them do this when the store is so busy is beyond belief. Horrible experience…

The New DMV. Like the DMV, be sure to budget at least a half day.
The staff is friendly enough, but this place is either very poorly managed or the training coming down from corporate is very off target. Basically, 95% of the people coming in know exactly what they want and don’t need to spend a half hour getting it. They have to figure out how to streamline this process big time. Sure, you are going to get the immigrant painter who thinks he is getting «taken» and will spend an hôur going over his options. But those people are outliers. I also don’t understand why it takes the reps like five minutes to go to the back to grab an unopened iPhone box. Seriously?
I would definitely switch, but like most people feel like I am an AT&T hostage and need to just deal with their piss poor customer service (ever had to deal with the tv and wifi set up folks???)

they never answer their phone they claim to open at 10a and 1040 w/​5 calls they never pick up…

Whatever you do, if you visit this store ask for Fillo. If she’s not available, come back when she is! She’s patient, understanding and a problem solver!

Avoid this store at all costs.
They have no concept of how to run a line and let customers cut in on other customers without apology. Customers are allowed to leave, lose their place in line and when they return and complain, are put back in line at the top of the board. Despite the long line, a representative was told by another customer that they only needed «two minutes». Note: they were at the bottom of the list. The rep serviced them for 35 (!) minutes. I know this as I have waited for 50 minutes to observe the entire situation. When I asked the person managing the appointments how a line works here he explained it wasn’t his fault as he was an hour late to work. Really?

Staff was friendly, but tried to upsell me to a «plan» to pay $ 650 for a phone through monthly payments (even though I have insurance). I ended up replacing my broken phone with the same one, which was $ 200 and conveniently not mentioned as an option when we sat down in their store.
Seems like AT&T staff likes to steer people in this direction so watch out. My girlfriend and mother are still paying off their $ 650 phones through monthly plans. if you broke your phone just go to
and you can get a new phone for cheap even without insurance.

I recently walked into this store looking to return an iPhone 5s that I purchased the month before because of software issues I was experiencing. Little did I know, AT&T has recently changed its return policy from 30 days to 14 days. I had no idea. My intent was to return the phone and perhaps try another brand of phone (an android maybe). When I explained this to the associate, she dragged me from one manager to another. The second manager, Thomas, preferred to speak to the associate rather than to me directly. He was condescending and kept walking away from me when I calmly tried to explain that I had no idea that AT&T just changed the policy. He was annoyed and made it a point to showcase that he was annoyed with me. The manager clearly lacked some serious customer relations training. There must have been some kind of lapse with this store’s training, because how he treated me was completely uncalled for and the fact that he did not provide a resolution speaks volumes. My family and I have been loyal AT&T customers for over 12 years, and even though the associate and the manager knew this, they made it a point to emphasize how returning my iPhone would be a «sunk» cost to them. I’ll remember that next time when my contract is up! Customer loyalty (and that’s over a decade now!) clearly means nothing at this store. I will surely never be returning.

We were in need of a new cell phone plan, and decided to turn to the source, instead of doing it ourselves online. There was quite a wait to be helped (apple store style– roving reps with iPads), but perhaps it was a post-​Christmas rush. Once we were served, our salesperson was very friendly and knowledgeable, and was not pushy at all. He was patient, and guided us through the process of moving our plans over. It took some time, and the iPads are a bit slow for entering all of the information. Overall it was a positive experience. The new location is spacious with plenty of parking.

Honestly, the prior review did the store and staff no justice. I too was skeptical when I entered. I’ve only gone into Apple stores for my issues. But I needed to get a new iPad sim card and to activate service. Yes, it was a wait and yes, there was no free wifi (–1 star) but as I listened to Travis (who eventually helped me) and the other staff work, they were really patient with each customer, either young or old. Most of the folks there were buying iPhones, by the way. I left impressed with the level of customer service.

I noticed another Unilocal entry for this AT&T store, at this same address, listing it as «Closed». I was just there last week, and as of last week, they were still in business — but really they should consider shuttering this location and establish a more spacious store nearby.
Their parking lot is über-​tiny and they share it with a car rental company, so you may find yourself pulling out as soon as you pull in. There are more spaces at the rear of their store, if you can figure out how to get to the back (not easy unless you’ve had time to scope it out beforehand). Some patrons opted to park at the Shell station next door, not sure how the Shell folks feel about that.
The store itself is smallish (compared to the Woodfield-​area store, that’s where I really SHOULD have gone) and busy — there was a wait list for service but it wasn’t too bad when I showed up. The service was competent & quick once it was my turn, but I can imagine that I might have lost patience had I come during a really «busy» time of day.
On my drive into work each day, I pass at least two or three Verizon stores which appear spacious, clean, and have ample parking — why can’t AT&T get on the ball and make all THEIR stores like that?