AT&T Store — Local services in Gurnee

Customer service is horrible and the manager on duty is the reason for it. Tonight on launch night I went in to get the s7. I knew I'd have to wait of course it's launch day. However when I was there for an hr and saw reps literally standing there poking around on the Web on their cell, and texting on their phones, and then hanging out in the back, which you can see when a rep goes in the back, and the manager doesn't do anything about it I'm mad. I approached the manager about this he claims they have been busy all day and they are behind on people's lunches and that it takes time, I said I understand but when reps are standing around doing nothing it's not OK. The manager then says when the Samsung rep was here this morning we weren't busy, I called him out and said but you literally just said you've been this busy all day, hence behind on lunches issue, he said well we were steady I meant. I'm not gonna stand around for an hour with only 2 people gone through the queue and watch reps don't do the job they were paid. I worked at a corporate competitor I've been in that position, you should be a better manager and have lunches completed by 5pm knowing it's going to be busy, short the amount of reps you have during non peak hours so during peak everyone is available. Make sure that reps are not hanging around in the back tell them to get out there and on the floor and do their job. They are only hurting the stores numbers. This store has lost my business. I ended up going 20 min north and worked with a manager whom knew how to do his job and even though I waited again over an hour, in fact 2hrs, it was not due to reps not working, they were working with customers the entire time, and I was OK with that, I know it takes time to work with customers. So if you are OK with watching reps not work and wait forever go to this store, if you want to save your time and be handled properly, go to...

I went in the store because the customer service (by phone) has taken so much time to correct my compromised credit card and given me the impression that it’s taken care of a month and a half ago until I started getting notifications of unpaid services. So I decided to just go in the store in Gurnee and talk to Brenda who always go above and beyond to help me ever since I started doing business with AT&T for about 11yrs now. She gave me a recommendation to change the method of my payment so that when my credit card gets compromised I will not miss a payment. Another thing that she helped me numerous time with is when I get messages from scammers saying that IF I don’t buy their service my data, photos and videos will be compromised so she asked me to take a snapshot of the messages and send it to her and will tell me IF it’s for real and by doing so it will save me time to see her in the store. Brenda always treat me with respect and in a very professional way. She is so knowledgeable of what she’s doing. Thank you so much Brenda! I will recommend you and the AT&T store you’re working at in Gurnee. A compliment to your manager...

Julian from the At&t store was a rockstar. I had a bad experience in the past from an At&t sales person last summer. I went into the Gurnee store today ( 7/17/19) to buy a phone for my daughter for her up coming birthday. Julian greeted me with smiles, and I explained to him what I needed. He was very attentive, compassionate, and heart warming with several suggestions. He was very clear with the suggestions that he had made, as well as answered the many questions that I had. He made sure that I understood them all before proceedingi . There were no hidden fees, cost or suprises of the phones that I had purchased. I walked out of the store feeling good. I also ran out of time due to a prior engagement, but he told me that I could come back later on that day. All I needed to do was give him a call and let me know when I was able to come back in. I was able to come in a little bit earlier, and with no waiting and as promised, I was helped without any hesitations. Thank you so much for making my horrible experience the first time, with At&t back to a positive one. I will always do my service with...