AT&T Store — Local services in Chicago

Had the worst customer service experience in my life at this branch.

I had an international business line with AT&T since I am based in Europe, but the business is set up in the US. Came in to purchase a device to the line. I informed Emmanuel that this was going back to Europe, and the one and only AT&T SIM card was to remain in my device (not the newly purchased one). He assured me it was going to be ok.

We signed the contract for 36 months and got the device only to find out it is locked to the service provider. I came back to the brach, Emmanuel said, "Yeah, of course it was locked. He said it earlier." No, he did not. Luckily, we were 2 from our company, and we both heard he said it was going to work. Complete denial.

I had to leave, because I had to attend a meeting, but I came back the next day. This time, another gentleman helped us. He told me to pay off the phone (~$1400), and I will be able to unlock it in 4-5 days. I asked him several times if he was sure because the website stated otherwise. He said he was sure, so I paid. Waited 48 hours, as he advised, only to notice the device can not be unlocked for 60 days.

Now, this is my 4th visit to the branch. On my arrival, I explained the situation to Joanne, and she questioned who said the device was going to be unlocked in 4-5 days. The gentleman from the back said it was him who told me. We had to wait ~30m until someone could help us. I asked him to unlock the device together, and guess what, the site shows 60 days. He just said, "Yeah, sorry boss, it's 60 days."

Well, the sorry boss is not going to help. I questioned everyone in the branch why they would misinform us. The strategy of the employees is to walk away on you when they do not know the answer to a question.

I asked KINDLY to waive the $55 restocking fee because we were greatly misinformed. No one took one bit of responsibility. They have the "I wasn't there" mentality. This is literally what the manager said. She wasn't there when this was promised. How is that an excuse?!

My flight back to Europe is approaching quickly, and I am fuming to having to pay an additional $55 for someone else's mistake. Not only did I lose ~6 hours of my time, but the issue was never resolved, and what annoys me to most is NO ONE took responsibility for misinforming us. They literally walk away from the customer and start helping others. In fact, the manager had an attitude from the very moment we entered the store.

To sum it up: if you do not have time to visit a comedy club when in Chicago, come to this branch. They have live comedy all day long, and it's free (only costs the $55...

At 5:40pm on Tuesday September 24, 2025 I walked into this At&t store. on 16 N. State St. After I entered I was loosely "greeted" by a young sales woman. I informed her that I was there to purchase a replacement set of Samsung galaxy earbuds, because I lost one from my current pair a few days ago. She immediately responded, "We don't sell those."

I was confused, because I purchased the first pair from a Different AT&T store just a few weeks ago. She said "we only sell Airpods" and I replied, "You do not sell Samsung Products?" she said no instantly. Another sales person (possible shift Manager) who sitting at a station on the computer corrected her and said, "Yes we do sell those, but we do not currently have any in stock."

I asked what they did have in stock and the first sales woman said "we only have the newest version the Pro 4's." I had no idea what that meant, but asked if they were Samsung earbuds and she said no, they are Airpods." Obviously confused, I informed her that I did not have an iPhone and did not think they would work. She replied, Sarcastically, " They work they connect via bluetooth" Which I clearly did not know. She vaguely waved her hand and under a breath said the earbud section is "over there" and I asked if I it was o.k. if I go over to look at what they had.

Instead of walking me over she slowly trailed me to the station, and as soon as I started looking at the models on display, she LITERALLY, SLOWLY BACKED AWAY FROM ME AND WENT TO TALK TO A NEW CUSTOMER THAT ENTERED. She did not ask me if I had any questions, let me know that she would be right back like, HOMER SIMPSON STYLE BACKED OUT OF THE POINT OF SALE.

After standing there for a few minutes reading the specs, I realized I could not in any good conscious buy anything from this location given the completely disrespectful and careless attempt at service despite the fact that I REALLY NEEDED to replace the earbuds. I began walking out and neither Saleswoman even addressed me or acknowledged that I was leaving as I walked past them both. Hands down WORST EXPERIENCE.

I was a guaranteed sale, and most likely an upgraded sell at that. Two weeks prior at the first location I ended up buying a Watch and a new insurance plan for all of my devices literally because the salesman was INTERESTED in selling me things.

Reading the other reviews, it is clear that the Owner of this location does not engage with anyone unless they leave a 5 star review which is also a key indicator that customer service is not a true priority at...

Extremely disappointed with this location and AT&T overall. In late October I tried to upgrade my phone online to the newer model. I inputted all of the requested information with copy of my ID. In order to upgrade the phone I also was required to subscribe to more expensive UNLIMITED SERVICE which I didn’t need. The only reason why I subscribed to it, because I needed a new phone for work. Two days later AT&T cancelled my order because they couldn’t verify my identity and that the order came from me. Their website instructed me to go to the physical location, which I did as soon as I could. Guess what? Their system was down and they told me that they can’t help me and I need to come back next week. I waisted my day off evening, just to finally resolve this issue. Received no help! Ok. I came back AGAIN in a week to CONFIRM MY IDENTITY AGAIN and order the phone for eligible upgrade. Customer representative in the store took my id, inputted all of the info in their system, but told me that I can’t order my phone in store and I need to order it online. Really? Come on! Your website says otherwise. OK! Again, I’m ordering the phone ONLINE and again in 2 days my order getting canceled, because AT&T couldn’t confirm my identity and AGAIN they instructing me to go to the store! By the way, I supposed to get the phone in late November, now even if I will get it - they will ship it in late January. AT&T you know where to go. I was your customer since 2011. Now I’m canceling my service and going to your competition. I will also do a chargeback for the UNLIMITED SERVICE that you made me to subscribe in order to get a phone upgrade which I never did. You just...