AT&T Store — Attraction in Overland Park

Hello! Had a really trying time coming back into town after a 4+ hour drive from Sioux City, which explains my wacky, but positive review.

While I was away I decided to get a new phone for work. Something with speed, but not breaking my pockets.

Erin was the associate (and store manager) that assisted me with my phone decision and purchase. She did great and sent me on my way.

That was until I did something with my phone that made it restart on me, and when it came to putting my passcode in…hell broke loose for me and I no longer had access to my brand new Samsung phone. I did not know what series of numbers I input for the passcode and I didn’t have my password to the brand new gmail account I created for it with no other authentication or information for Google to pull from. It was on that phone.

(For anyone that doesn’t understand at this point; if you create an email or passcode/password for anything…WRITE IT DOWN. That was a boomer move if I ever saw one.)

After endless calls with Google and one disappointing call with Samsung, I thought I lost a new phone I was going to make payments on, because I couldn’t use it. Geek squad told me (although helped me as much as they could with information) that I bought a $700+ paper weight.

I drove back to ATT (was there before meeting with geek squad) and was in tears. On the verge of a mental break down. Money is tight, and I couldn’t spend it on something I wasn’t going to use.

Talked it out with Erin one more time and she helped me in the best way possible, not sure if it would even work, by doing an exchange on the phone. Let’s just say that your wording is everything. There is a loophole to just about anything if you remain calm and collected; you’ll get what you need with patience.

In the end, I was saved. I will learn from my mistake. Never had an experience like this at ATT. Also never caused an experience like this before, but I know better now.

Thank you so much! I appreciate all...

I had a wonderful experience at the AT&T Store located at 6595 W 119th St, Leawood, KS 66209. The customer service I received was exceptional. As soon as I arrived, an employee, whose name begins with “A”, greeted me warmly and helped me activate my new phone. She efficiently transferred all the information from my old phone to the new one. What impressed me the most was her multitasking abilities, as she was also assisting two other customers simultaneously without compromising the quality of service. She provided professional, courteous, and friendly attention, which made me feel valued as a customer. She provided exemplary service. I had to make a very important call to make and my phone was obviously out of commission. She went so far as to let me use her personal phone. That was an act of personal kindness and super commitment to her customer. Later, I discovered that she is a manager at the store, and a super representative. Even when I returned two days later to turn in my old phone, I received excellent assistance from another employee named Connor. He patiently listened to my questions and answered them thoroughly, displaying both knowledge and efficiency. He was not only professional but also incredibly kind, explaining and showing me what he was doing as he completed the process of 'erasing' my trade-in phone. He had me on my way in less than...

Unhelpful, Unprofessional, & Utterly Disappointing

I ordered a brand new iPhone XS Max yesterday (online), and received it two hours later. IT was great! The process was seamless, uncomplicated and very enjoyable. As I went about my evening, my brand new phone's screen became unresponsive. I immediately got online to troubleshoot the problem to make sure it wasn't user error. Once I went through the process of a soft reboot, hard reboot, and iTunes update, the screen was still unresponsive.

I went to this AT&T store. Was greeted by the manager, and told that they would be with me as soon as they could, I was fine waiting. I was then approached by an employee who stated that his name was Jamel. After telling him about my situation, and various trips to an other AT&T store and the Apple store, he was unwilling to help me out. Not because he possibly couldn't but because he wouldn't. I was then frustrated when he told me that I was rude and that I was talking over him, when I was just trying to troubleshoot a solution for my lemon of a phone. I quietly tried to ask him for advice as to how to go about my situation and he told me that he wouldn't help me. I found him to be very disrespectful, unprofessional, and outright insulting. This employee lacked the compassion, and empathy that a good customer service experience encompasses. DO BETTER...