AT&T

Fitbit Charge HR for 50% off? Hell yeah!
Good prices: check
Bad customer service: check
Would I go back to AT&T?
Well, I’m a loyal Verizon customer but for accessories… if it’s half off, I’m there!
I was on the fence about the Fitbit Charge HR but I kept seeing posts on one of those Facebook B/​S/​T pages for half off brand new ones. Yep, not refurbished Groupon ones or returned ones but BRAND NEW ones!
I walked into the Mililani AT&T store at 10am on a Tuesday morning and to my horror saw no sale signs, just an ugly one for $ 149. A sales rep crushingly told me the promotion ended 2 days ago. With one foot out the door and tears in my eyes, another sales rep approached me but the first dream killing sales rep chimed in «I already told her… the sale ended on Mothers Day.»
I walked out of the store and naturally commented on the FB sale post that the promotion already ended. Original poster said the sale was for 2 more days and said if I returned in a few hours he will help me out.
—-
SCORE!!! I was so excited I barely looked at my new Fitbit before I walked out the store with it. But when I got home, I discovered it was previously used: There were scratches on the face plate and worse, several thousand steps on it.
I messaged the original poster (maybe one of the managers?), who said it was probably from being moved around the store but said I could exchange it if I wanted. The steps and times of the day looks like a sales rep was using it at work !
The store was out of stock so I had to order one. 5 – 7 business days? No biggie, it’s half off. I was shocked when I received an email saying it won’t ship for 2.5 — 3weeks. Were they custom making it for me? And once those 3 weeks were up, I another email saying one more month.
After each email, I messaged OP, messaged and called AT&T, and went to the store. Everybody had difficulty finding my order and nobody had answers.
FINALLY 1 month and 4 days after originally ordering for it… my new Fitbit Charge HR with no steps arrived at my door. I guess the ketchup guy was right «best comes to those who wait.»

Came into today for a new phone, mainly an upgrade from the phone I have now Nexus. I really have issues with smart phones as I sometimes feel they are too smart for me; however, I really love the graphics, and the responsiveness of the new model. Didn’t really need a new phone, but hubby wanted to sell my phone so he took me to pick out a new one. The customer service is amazing at this location, and I really appreciate the time they take to explain the phones features. Thank you all at at&t for hooking it up. If I need anything else then I will be coming back to this location.

So as a sweet gesture, my husband decided to ask if we could swing by the AT&T shop at the Mililani Town Center. We had Breakfast in the area, so I said why not?
One of the reasons that my husband wanted us to walk in, was to replace the current iPhone 6 + that I was using. I was already eligible for an upgrade and was looking at getting the iPhone 6s +.
A fellow named Luq helped us. He was very knowledgable about the upgrade information, but made a few mistakes with changes that we had inquired about (to help us save on our monthly bill).
Now Luq also asked me if I wanted to purchase accessories for my new phone! After replacing our separate insurance plans on each phone, we decided to replace this option for a cheaper option that covers 3 different devices, rather than having insurance on every line we had — ultimately saving us a few extra bucks on our monthly bill… but the mistake that Luq made was, he didn’t add this to an existing phone that already had insurance… instead, he added this option to the new phone that I was purchasing which made the deductible time frame start today, rather than have it tied to my Husband’s phone that already had insurance for about 6 months, meaning our deductible would have been much cheaper if he had placed the consolidated insurance under his plan, rather than my new phone purchase. Even after asking about this option, he said he couldn’t do anything because it had already went through. — so my husband looked at me and said to let it go.
Next, because I use my phone for work, I needed to purchase the phone with a larger memory. It took a while to get my phone updated using my iCloud and was told it was because the Internet connect (wifi) in the store was weak? So I decided to take the phone home and have it update at home. This did not work. So I bring it back to the store, after being frustrated with trying to get my phone to upload all the information it had using my iCloud option.
Now I leave it at the store after coming back a second time, this time I’m with my mom, 2 year old Godson and his 3 month old baby brother. It seems to start loading and then takes a while longer and keeps cutting out… so we decide to leave the phone at the store and come back for it around 5/​6pm.
So we come back and it’s still not updated via the iCloud. So they recommend that I try it again at home… which later worked after about an hour of trying.
So my phone is semi up and running… and we go on with the rest of our day. By the time we come home, it’s almost midnight! We picked mom up from Bingo in Kunia, drove her back home, then finally dropped the boys off to their parents house, and made it to be by midnight! Then I remember that I wanted to make sure that my life proof case that I purchased for $ 100 was water proof — and I remember Luq telling me to test it out before putting it on my phone, making sure there are no defective leaks! When I go and look in the bag, it’s not there! I turn my bedroom and house upside down looking for this $ 100 phone case and it’s not in the bag! I didn’t remember to look in the bag, but you would think that it was there! So now I’m pissed that my $ 100 life proof phone case isn’t in its package… and I have to call them or go to the store to follow up where it went.
I hope they don’t tell me I’m lying or that they put it in my bag… there’s cameras there that I’m sure can replay the time we made my purchase!
Did I mention that I ended up purchasing a $ 100 life proof case that wasn’t in my package?!

This specific AT&T store is the sole reason why I am completely FINISHED with this entire company!
I highly suggest NOT going to this store location to do business! The employees who work here are incompetent and unknowledgeable!
I was an account holder, and I had been doing business with AT&T for years, my mother and my sister were on my account as well.
In December of 2015, I had cancelled the account. My mother moved to her own account within AT&T, and my sister moved onto her husband’s account, again, still within AT&T.
I, however, moved over to Verizon, because my husband has an account with them, and we were moving out of Hawaii.
The representative that assisted me in cancelling the account at this store, was awful. I don’t remember her name, but I’ll briefly describe her so that others can be wary and ask for assistance with another employee: she was Caucasian, thin, had hair that went a little bit past her shoulders and the color was either brunette or she was a red head. She was disinterested and inattentive.
She took care of moving my sister over to her husband’s AT&T account quickly. I had already taken care of moving my account over to Verizon, and she cancelled my iPad. HOWEVER, when she moved my mother’s account off of the «cancelled account» and into her own account, she left my mother’s iPad on the old account! (my supposed-​to-​be cancelled account!!!) she CONFIRMED WITH ME that she had done everything right, and that my sister and mother were properly moved into their own accounts along with their own devices, and that my old account was inactive!!!
Imagine my surprise when I get a bill in the mail from AT&T saying that I have a past due bill on the active account!
ONCE AGAIN, I had to cancel the account and move my mother’s iPad over to her own account! I was upset, and my sister and I called AT&T customer service as well as spoke to the manager of this Mililani town center store location and all I got was $ 20 off the bill! And the bill was a couple hundred, mind you.
I was upset that I wasn’t taken seriously, and that I was told, «it is the customer’s responsibility to make sure everything was moved/​cancelled from the account»…INCORRECT, that responsibility falls onto the EMPLOYEE WHOSE JOB IT IS, to make sure everything is moved/​cancelled from the account! And I was given confirmation that it was! I was convinced that this was as much help as I would be given, so I paid the bill.
I officially RE-​CANCELLED the account on February 6^th.
AND I GOT YET ANOTHER BILL IN MARCH!!!
I was billed for a billing cycle during the time it was supposed to already have been cancelled!!!
I was at my wit’s end here, with AT&T.
I no longer live in Hawaii, so I gave an earful to the employee I spoke to out here in the states. He told me to call the customer service number, because the account was (finally) inactive, and he couldn’t help me further.
I called the number, got transferred and put on hold for a while at a time and fought hard to dispute the bill, because I was NOT about to pay for something that was wrongfully done to me, thanks to the incompetence of an employee!
After quite some time on the phone, the rep helping me from the dispute department was able to erase the bill and will be sending me confirmation through two different contact methods (extra measure, because this is now my THIRD time dealing with this same issue)
I am only thankful for the rep who helped me on the line at the dispute department.
My entire experience with AT&T, however, and ESPECIALLY THE MILILANI TOWN CENTER LOCATION, has been disastrous and an extremely awful and unpleasant experience.
I will never bring my business anywhere near AT&T ever again, and I hope others read what I went through so they know the risks of having AT&T as their carrier plan.
If you must choose AT&T, or choose to continue business with AT&T, DO NOT GO TO THIS LOCATION.

Looking at all the reviews it seems that this place is pretty much hit or miss on the level of customer service one will receive at this location.
Well… I’m giving this place 5 stars.
I have been with at & t for over 9 years now.
Each time I have gone to a store, I have received great customer service. Maybe i have been lucky or the people that have helped were well trained and had a genuine interest in making the process easier. I think knowing the store manager helps as well lol!
On my most recent trips to this location, Lana Stewart was my customer service associate that helped me. I told her that I was going to come in on a Saturday and upgrade my moms phone to the 6+S. I checked to see if she was going to be working and she was so I made sure to see her so she could get the commission or credit or whatever it is.
She took the time on my first trip there to explain my options, answer questions and adjust my billing settings. She also showed me accessories I could get for the new phone and the current deal if I got 3 or more for 20% off.
On my next trip, I had a few questions about the new phone and it’s features. Chris and another lady helped to answer these questions, which ultimately helped me in deciding what I wanted to do with the upgrade.
Saturday came and I went down, Lana was with a customer so I waited because I’m a person of my word and wanted her to get the credit since she helped me from the start. Once we got started with the process, I ended up upgrading my phone too because they had a deal going on that I got through email, add a line and get a free iPhone 6. How could I pass that up. In doing this I traded in both phones and got a credit and then upgraded both to the 6+S. I think I ended up only paying $ 30 to get out of my contract.
Anyway, now time to transfer the pics and contacts. Lana was so helpful in doing this process for both phones. All in all I think she spent at least an hour or so in helping me. She even educated me on the fact that I could replace my old cracked glass screen protector because it had a lifetime warranty and just had to pay shipping. What a deal since a new one is $ 45. She even offered to put it on when my new one arrived in the mail.
Overall, great customer service. If you ever need a phone or upgrade or just questions answered… see Lana Stewart or any of the other reps there.

My advice when visiting this store is to go with some knowledge of what you might want… and don’t assume. tHese sales associates don’t get a lot of training as sales people, and not all of them are easily forthcoming with information unless you ask… if you know to ask. They are not necessarily the best communicators and «just nice» doesn’t cut it when you do not serve your customers in the best possible way when their only concern is making that sale. I am feeling cautious about dealing with Mililani ATT, and many other companies of this type.

Ohhhhh, the Horror! Chris and Joshua Doty should look for another job somewhere else!
I made a special effort to upgrade my wife’s iphone 5s to a 6+S and walked into the Mililani at&t at 95 – 1249 Meheula Parkway, mililani, HI. on a Sunday and there were 8 sales people standing around.
Immediately greeted by friendly young man, Chris, which turned out to be the absolute worst nightmare at an AT&T store. (Now I have been a loyal customer of at&t for over at least 15 years). I brought in my wife who is tech illiterate and wanted to buy it for our anniversary gift. I had to ask where it was and can he explain what the differences are.
Back at the table he said what color do we want it in. I asked «what colors does it come in. He rattled off quickly the colors, then I asked can he show me the colors. Chris replied he can’t. Do you have a color swatch, he said no. can you show me on your tablet you are holding the color patette, he said no. He then said i can show it, but I would have to access his own phone and show it to us.
So i grabbed my personal iphone, went to apple site and showed my wife the color palette, which she decided on rose.
The usual info exchange continued, but I was clearly irritated by his lack of communication. He again rattled off a bunch of numbers, and I asked what are you talking about. It was the memory. So instead of preceding the choices with an explanation, we were expected to know what he was talking about.
Now this also happened when he asked «shall i ship it to this address?»
by then my wife started getting irritated and asked him which address?
(we have two addresses, one in Washington and in Honolulu.)
Now I had to ask the following questions., instead of explaining zero info to us, he left me up to dry in the wind. I asked:
How do i transfer the data from her current phone to the new one? (his reply: instructions come with it,)
How much can she get by turning in the iphone5s? (I had to mention it 3, yes three times to get an answer.)
When will the phone come?
What is the difference between the 6+S and the 6+?
How much memory does my current phone have?
and on and on and on.
I finally asked him how long he has been doing this… a year. i told him i was not happy with him, Chris, and i should have asked to work with another sales person earlier. Clearly he is not communicative, assumes we know what he knows, robot like responses. So i asked to see his manager.
it took awhile for joshua Doty to come out. he asked what was wrong, i proceeded to tell him about asking about the iphone6s and IMMEDIATELY, Joshua started to back up Chris, NOT EVEN letting me finish my thoughts. So I responded that it is useless to even talk to him as you will be backing up your salesperson, and told him to forget about it. He gave me his card.
now remember for those who know me, I have been in sales, sales management for 40 years with an extremely successful career. Chris, clearly should not be in sales, but should be taking care of the service end.
Joshua Doty should have kept listening to air my concerns and frustrations out, with working with Chris, but instead after one sentence came out of my mouth, He hammered back at me, backing Chris up.
Joshua Doty should be retrained or demoted to the line rather being a manager, which he clearly was not.

Let me just say that after 4 years of using Sprint, I am glad that my family and I finally to switch to AT&T and upgraded our devices here. We were so lucky and very happy that we met Desiree.
She was very kind and patient with us and took her time to explain about the benefits of switching to AT&T, the plans, what our best options were, and so much more. Because of the transition to Sprint and AT&T and just getting all our payments and everything together for us, it took about 3 hours to complete the whole process and ordering our new phones which we were told that it will come in about a month for me (iPhone 6s+ gold) and my daughter (iPhone 6s rose gold), my son’s (iPhone 6s space gray) will come in about 5 days.
However, my daughter’s and my son’s phones came 3 days later, and mine came 5 days later which was unexpected and surprisingly fast. My wife’s phone (Samsung Galaxy s6 edge white pearls) was available today which was nice.
For the whole 3 hours, Desiree was very attentive and helped us choose the best plan for me and my family with very affordable prices. Overall, we were very fortunate to meet Desiree and thankful for everything she helped us out with. Without her, we would’ve been lost and missed out the deals and the plan we have now. If I were to recommend the consultant here, I would highly and gladly recommend Desiree.

Lugman or «Luke» was awesome, my husband and I were switching to AT&T from Verizon. He took his time to explain how AT&T works, which plan was the best. It took about 45 mins to switch so my husband and i went for frozen yogurt across the building and he went out his way to go into the frozen yogurt place to let us know we have been successfully switched. Need more ppl like him in phone services! Thanks Luke!

Came here to upgrade my phone for a Samsung Galaxy S6.
Didn’t have to wait at all, and one of the workers got us checked in and started the transaction. Nice and polite but not overtly friendly or looking to give you a good deal. They will try to make you buy products and accessories there — but you can shop online for that.
She quickly got me the S6 and began to print out the paperwork as she told me to download a smartswitch app to transfer my apps, photos, etc. over to my new phone. (Old phone Samsung Galaxy S4 Active). It may take 30 – 90 minutes depending on how much pictures or things you want to transfer over. Luckily I saved my pictures on my laptop beforehand and that cut the time by an HOUR!
I didn’t really understand the ATT Next plan and had her explain it to me and my father (yes I’m still under his plan — I want to keep my 808 digits haha). She explained it but when I asked if it was better to do a 2 year contract she dodged the subject claiming to check for something in the back and didn’t answer my question. I brought it up later again and she avoided the question still. We had just signed away our lives (or my dad did) and gave payment.
I asked her again and she told me that yes the phone itself would be cheaper but our plan rates would rise. The 32 GB S6 with the Next plan was $ 585 so $ 19.50/month for 30 months. But with the 2 year contract the phone itself would be about $ 130. She didn’t explain the difference clearly and how much we would save. Later I had to research online and honestly, I still don’t really understand it — probably should have done it before haha.
She offered us a free tablet with our purchase — but with an additional $ 10 charge for service per month for the next 2 years. Why not — we don’t need one but what the hell.
At the end she kept offering us to switch to Direct TV — about 3 times. No means no lady.
Give us our stuff and let us leave!

Staff was super friendly and low key. No high pressure or scuzziness detected! P I came in for a watch and left with a very good at&t experience. I don’t know about their service, but if it’s anything like the customer service at this shop, it’s worth a look!

Not usually a fan of cell phone companies or reps, but everyone was great over here especially Luke (not spelled that way). Kind, courteous and professional. The customer service was great and the store overall seemed clean, well stocked, and well organized. I would recommend their service for sure and can say that if you want to get service or a phone that you can feel good about coming here and being taken care of. :)

Kudos to AT&T Mililani!!! I didn’t have to wait long and the sales rep gave me all my options to help me make the best choice for me and my family (with saving me a ton of money). Great and fast service!

I can honestly say that I’ve been through the whole spectrum of wireless carriers. During my teenage years I’ve been with T-​Mobile for a good seven years, in college it was Verizon, after college was Sprint (worst choice ever), and now it’s AT&T in which I fell in love with once I bought my iPhone 6.
I did not want the hassle of going to the store and transferring my number so I’ve did all the porting and initial registration online (saved me time and money, seriously). I also ordered my iPhone 6 online which took about 5 days as advertised online.
Once I got my phone and after activating it, I went straight down to the retail store to add on my corporate discount. This was the fun part. I checked in with Mamonette, and turned out that she was my sales associate. I’ve waited about 10 minutes until it was my turn to be helped. During that time, I was browsing around for phone covers because I did not want anything bad to happen to my investment.
I also was rolling my eyes because of this one obnoxiously angry customer in the store that complaining about waiting for her iPhone 6 to come in (saying something about a week for it to come in) then she stormed off making a scene trying to make it look like it was the stores fault. If you were like me and ordered it online you would not be waiting a week and being such a sore loser about it. But I did not care, I was thinking about me, me, and me.
Mamonette called my name and I told her that I wanted to add on my corporate discount. I thought it was going to take awhile for it to kick in but she said all done and was already applied. Mamonette ensured me to have a look on my phone to see that it changed and also showed me the iPad she was using to make sure that it was added. She was so upbeat, personal, and understanding that I’ve wanted to help her out at her job so I added on a phone case and she was happily to put it on with no hesitation and no air bubbles.
I am so happy with my purchase and the change in service. I think that I’ll be with this carrier for a while. Thank you AT&T.
Overall: Nice associates, Great connectivity, and Prompt waiting time

The worst customer service. I went with a friend of mine to check the ESN of an at&t phone this morning and they left us there waiting for a long time and when the employee with the name of Desiree finally showed up, she had the audacity to lie in my face saying that it will take 24 hours for the result to come back. I called customer service and they gave me the result in 5 minutes. She could have told us to call 611 instead of wasting our time. I asked this same shady employee about a signal problem I have in Schofield barracks and she tried to sell me a signal tower for $ 200. I will not stop here but I will take this to corporate.

I’ll keep it quite simple. We stood in line for the new iPhone 6, the store received only 9 of the Plus version and allowed in 17 customers in at once… Phone preferences should have been ascertained from the 1^st in line thru to the 17^th, by the time my eligibility was verified those BEHIND me in line received the phones they wanted, and I was left taking a phone that was my second choice. To add insult to injury, there were sales people that held phones for friends in line behind us, verified by the phones they walked out with and the incessant bragging of their clients in line BEHIND me… I was 3^rd in line

While I normally don’t do Unilocal I felt I had to for this mornings event. This mornings launch of the new iPhone was a complete hot mess.
The store opened at 8 which is 2 hours early (thanks for that). However, the line of nearly 70 people relieved no direction or information at all from the staff. The only thing they did was hand everyone an ordering sheet. They DID NOT announce how many there were available which is what they should have done.
And of course it turned out that they had only 10 IPhone 6P! So 15 minutes after store opening a kind and thoughtful customer walked through and announced that they were out of iPhone Plus. Really AT&T? Couldn’t even do that yourself.
About 30 of the 70 people left including myself. But AT&T could have saved us about 40 mins of waiting and probably 2 hrs for the folks up front.
Instead of handing out papers try letting folks know what you have on hand and give us the choice to wait and roll the dice or walk.
The manager needs to be re-​trained on how to handle events. Oh yeah, the sun felt really great! Especially for the families with kids. Thanks for not directing the line to move to the opposite side in the shade.

Let me start by saying that you need to have your act together on any iPhone launch day. Saying that ATT Mililani didn’t is a gross understatement.
It was common knowledge that 6+ phones would be very scarce. Since my friend and I were 4^th and 5^th in line we felt we had a good chance of receiving one since an employee stated they had 9 total in stock. Upon opening, we were greeted and asked which phones we wanted. Instead of immediately going to the back to pull those particular phones, they sat me down and pulled up my account to make sure we were «eligible». Meanwhile, upon being asked their preference, the other customer service reps were pulling stock for customers behind me immediately.
Needless to say my friend and I did not receive our preferred phones. It was a very difficult pill to swallow knowing people who lined up behind us got OUR phones because of the ineptitude of both the employees and management. To add insult to injury, I was offered no resolution or apology.
Major failure ATT Mililani and more specifically Luqman. I hope corporate cares more about it’s customers than you and your store do.

I purchased my phone at the Kunia AT&T office and that was mistake #1.
Then I tried to contact them directly and they wouldn’t answer the phone; mistake #2.
I called the cooperate office’s telephone support twice: Mistake #3. They both (slow speaking, cannot understand them, unintelligent types… if you know what I mean) told me they don’t know when I purchased my phone. I stated, «You mean to tell me that your cooperate offices have no record of when I purchased my phone on your computer system!»
I was then told I should have kept my receipt and then I’d know. I now have to call the store I bought it at and they may know when.
611 is really helpful. NOT! AVOID AT&T 611.
Junior High School education is optional for employees at the national office. Proper English? Nope, not required. I’d like to know who does the hiring at AT&T for phone operators. Besides, who needs English skills when you can use other means to get hired, right? Anyway… enough venting my anger…
Finally, I called the Mililani, Hawaii AT&T store. They answered right away and extensively helped me. She looked up my account, verified my ID, and answered my questions professionally, clearly understandable, and intelligently.
611 = ZERO STARS.
Mililani Town Center AT&T Store = 5 STARS.
Therefore, I will place 5 STARS because of, and ONLY because of Mililani Town Center’s AT&T Store’s assistance.

I understand when you work in sales you try to sell as much as you can but I can’t stand someone who lies through their teeth. I overheard a sales person telling a customer that even though he was on wifi 80% of the time (between having wifi at home and work) that he still used about 3,000 MB a month. I don’t use half of that per month and I’m constantly streaming pics and video on my phone. So glad we didn’t get him!
Chris-​Jay is the only reason this is getting a three star review (and not a one). He was genuinely very friendly. The only shady thing he did was at the beginning when he told us we would have to pay a fee for changing our mainland numbers to local numbers. After telling him not only had I read online that was free but I talked to my aunt who used to work for customer service and that it was common knowledge that there is no fee. After he went back to «talk to the manager» he said he found a way to «wave the fee.» After he figured out we weren’t stupid he was a lot more straight forward and very nice.
Here are my two tips for people before you go into an AT&T store.
1) Make an appointment online. It can get crazy busy, especially on the weekend.
2) Do your own research before you go in. These salesmen are there to make money off you. If you are a sucker they will try to sell you tons of stuff/​plans you don’t need or that you can find cheaper. You want a case? You don’t have to buy one at the AT&T store for $ 50 I promise there are other places that sell them way cheaper and just as good quality (Walmart and Amazon just a couple examples). Good luck on your AT&T adventure.