AT&T Store Homewood Homewood

Received excellent, patient & well informed service from NIGEL, whose laid-back demeanor helped me in every way possible. So friendly, nice & knowledgeable. His colleague JAY was also fabulous & offered assistance & meaningful suggestions during my in-store session. I walked out happy, and I usually absolutely dread going in there. Not anymore! Those two folks totally changed my mindset. Less stress in my life now. HUGE thanks!

Horrible Service, if I give 0 stars I would. Placed an online order on 7/5 and received the email at 11:14am advising the phone was ready for pickup 7/6. I was in the area so I completed the email which gives instructions for curbside pickup. I entered the information and I waited over 20 minutes in my vehicle. There were several people entering the store so I figured it would be better to walk in since I wasn't sure if they'd take those people before bringing my order out. I saw three customers leave while I was sitting in my vehicle waiting. I get in the store only to be advised by this hispanic lady that the wait was 30 minutes. Why is there a 30 minute wait for an online order of which was indicated to be ready via email over 20 minutes ago? She indicated they were short staff and didn't have control of the email. That sounds like an AT&T problem not the consumers. Not to mention I had already waited 20 minutes in my vehicle after checking in via email and several people had apparently been helped and left during this time.
Also I beg to differ they don't have control of the email, the system doesn't send an automatic email advising the merchandise is ready. A person had to send the email.
She was also very rude and responding across the store while sitting with a customer. She said you can either wait or not. How unprofessional! The appropriate approach would've been to excuse herself from the customer and walk overto speak with me since she interrupted the security person I was speaking with. The time it took her to go back and forth with me, she could've went and got my order right? I called and reported her and canceled my order at the store because I refuse to deal with ignorance.
She needs customer service training. I am a manager and wouldn't dare have an employee as such and if I found out my employee acted in such a way they'd be written up.

I ordered the phone for pickup at the Orland Park location at 7170 W 159th. How ironic is it that I placed the order there, received the email advising my order was ready. This email didn't have the curbside instructions in the email, it indicated to bring your ID, card used for purchase and come right in. I got to the store and was greeted by an employee. I advised I was there for a online order pickup and gave my name. The representative went to the back and retrieved my order. Came out asked for my ID and gave me my order. I said, is that it. He responded, yep that's all. I was in the store for 1 minute maybe less. I explained what happened earlier and he replied "why would you have to wait for 30 minutes or more for an order of which is packaged and paid for"? My thoughts exactly, that's the reason you order online. Thanks Orland Park location, I appreciate your excellent customer service. The Homewood location is a joke. Never do busy there.

If I could give this store zero stars I would.I came to this store on three different occasions to have my name changed in their system and each time there was only three customer service rep that was working. This is a corporate store and to wait over an hour on three different occasions is just poor service. This store needs to have better customer service.

I am writing to commend the ATT employee Gina who works at the AT&T store located at 17858 Halsted Street, Homewood, IL 60430.

I visited the Homewood Store on December 29, 2020 at 4:39pm. Gina greeted me warmly and professionally.
I informed Gina that I purchased an IPhone 11 over the phone with an AT&T representative. I received the phone via mail and was told by the phone representative to trade my old IPhone 7 plus to a local store to receive a $350 credit (to be divided over the next 30 months)

Gina activated my new IPHONE11 and explained the process in detail. Gina also made sure to confirm that my phone had been backed up recently so that I would not lose important information.
I have recently lost my mother and if I had lost irreplaceable photos, videos and messages I would have been devastated. Gina made sure that my phone was activated and that I did not lose any information.

Because my new phone was being activated over the Homewood store Wi-Fi it took an hour for the entire process. I also overheard another employee mention that Gina’s shift was scheduled to end at 5:30pm. Gina did not make me feel insignificant or rushed. Gina was detailed and patient. I also had difficulty remembering the password to on of the Apple ID’s needed to transfer my information. Gina assisted me in being able to retrieve the password so that I could continue the activation process in the store.

During this visit I told Gina about the promotion that the ATT phone representative sold me. Gina checked and informed me that the ATT phone representative was not thorough and had not given me accurate information.
The truth was that there had been a promotion that would have allowed me to receive at IPHONE12 that the phone representative did not disclose to me.

I was very upset with the ATT phone representative and the fact that I had been given incorrect information. I was tempted to return the phone, leave ATT and patronize a competitor.

Gina calmly walked me through the options, she apologized for the error even though it was not her error at all. She informed me that the promotion I had would be a $10 credit per month for 30 months which would be $300 total credit not $350.
Because I had already received the IPHONE11 and because Gina provided excellent customer service I decided to proceed with the activation and remain an ATT customer.

My phone was activated in the store and although there was a snowstorm outside Gina made sure that I was comfortable with my new phone. Gina also informed me that I had 45 days to turn in my old IPhone 7plus in order to receive the $300 credit. Gina went above and beyond because Gina did not leave the store until she had completed the entire process with me. I cannot express how grateful I am that Gina did not simply leave me because her shift was ending soon or have me wait for another store representative. Gina answered all my questions and made sure I was comfortable and my phone worked properly. I left the store before Gina did.

I was able to take my new phone and old phone home to make sure that all my information transferred over. I then returned to the Homewood store on December 30, 2020 at 5pm and Gina processed the trade in of my IPhone 7plus so that I can receive my $10 credit per month for 30 months. Gina also sold me a $40 screen protector for my new phone.

Because of Gina’s professionalism, warmth, knowledge of ATT products, policies and procedures I went from a frustrated customer seeking to leave ATT to a customer who is satisfied and who will shop at the Homewood IL store from now on.

Cachon, customer service was professional, knowledgeable and caring. I came in with my father who is in his 80’s and she took very good care of him. She was patient, caring and knowledgeable on how to work the phone and fix his issue. Because of her excellent service I will recommend this store to others.