AT&T Store Huntley Huntley

Everything was great. Customer service was excellent

Mario was awesome. So upfront and informative while being compassionate and all around friendly.

Today I went into the store because my iPhone 7 is currently stuck saying 'searching' at all times. I had a friend with me. When we walked in we were acknowledged by two guys that we didn't realize were employees at first. When they prompted us to come over and I explained the problem, the guy immediately started trying to help... unfortunately his help didn't include much explanation. His first words after I shared were that it might be a sim card problem, and "ATT is dumb with how they handle sim cards." Good start. He didn't have a live sim readily available, so he went around the display phones, but couldn't figure out what to do. Finally, he asked the guy with me if he could borrow his sim. He said it was no big deal. My friend, trying to be helpful, offered his phone up. The guy took it out, put it in my phone, then went "wait, are you on ATT?" When we put the sim back in my friends phone, it looked like he was going to have to take it in. We had to play around with it to get it working. After that, the guy told me they couldn't really help and to call customer service.Call customer service. I went into your store, and the best advice you have is "call customer service?" That's stupid. Why even have a store.BY THE WAY, my phone doesn't work. How am I going to call? I can't believe how bad the service was. I'm excited to switch carriers as soon as I get a chance.

Representative was helpful & very patient with me. Options were clear & able to satisfy my needs.

The service representative did not know what was needed in order to confirm switch a line over to a plan. Had to run back and forth from home in order to gather the necessary documentation because the rep told us we needed the ID of the account holder, then we were told we needed a social security number after that and had to again go home and come back, a 15-20 min ordeal turned into over an hour due to go to and from home 3 times, and lack of proper explanation of documentation needed besides the account number in order to switch a phone line to a new plan. Not happy with the experience because it is a common request the sales reps should tell you straight out what you need in order to complete the process before they begin the process so the customer knows what needs to be gathered.