AT&T Store Homewood Homewood

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.

I visited your store today and Gina helped me with my account billing issues. She was very professional and great to work with and most of all she helped me with my bill overcharge issues and helped me get them straightened out moving forward! Thanks again to Gina for all the help and I would definitely recommend this store for their customer service!

I went into the Homewood store and I was greeted with a smile by Marcus. I was coming into the store for an up grade. He was very professional and very knowledgeable. He helped me and made sure all of my information transferred to my new phone. All while helping another customer! He is a team player and he kept his mask on and behind the glass. I will definitely come back to this ATT store. Marcus went above and beyond and saved me money on my new phone. He deserves to be in a leadership role if he isn't already. Thanks for the great service.