The 5 stars are for Richard K. My mother had a spontaneous brain tumor/surgery last year that left her less than able. I had to move her and get her situated. Closed/paid up her account and was done. 1yr later we received a collection notice on an unpaid bill that seemed unreal. Richard K worked with me to assess the issue, dig deep and come up with a solution that wouldnt further crush our family. THAT IS CUSTOMER SERVICE! taking the time to figure out a solution and bring peace and satisfaction. Great job Richard...I vote you get paid more.

Great customer service from worker Avery he need a promotion or raise ... full of help information about all products

Malik was the best! Helped to turn my negative thoughts & experiences with AT&T to a positive one. Will be looking for him anytime I come back!

Came by to browse the store, Martina was super helpful and because of her Ill be coming back for the customer service.

We went in to upgrade our iphones on July 5th. One was damaged over the weekend and the other was an old model. The store manager and the store rep were both very helpful, pleasant to work with and seemed happy to be helping us. We left with 2 new phones. Originally we went to the AT&T store on Iowa st. They were out of the phone we were looking at, the reps acted like they were doing us a huge favor by talking to us and 100% not professional. We are VERY glad we made our way to the store on 6th st and were able to work with the wonderful staff there. We will be visiting this store only for future needs.

Went in today to have my info tranfered to new phone. Very helpful. The other att store on Iowa St. Wanted to charge me 50 bucks for a activation fee. The sweet girl at this store did not charge us. She was very helpful

I visited the store on June 4, 2021 and had the most horrific experience with a completely rude and ill qualified manager. I entered the store with nothing but kindness and questions, and left feeling beaten down by the manager. if you are able, please avoid this store!

I was having trouble with my Firstnet account, on the phone with customer service for over an hour and multiple calls. No one could help me or figure out what the issue was. I go into the 6th st AT&T and a lady named Martina was able to resolve my issue within 10 minutes. I will be going back

Do not do business with store in Lawrence. I regret having to write this review but when it comes to me being scammed, lied to and treated horribly, I must share. I was eligible for an upgrade per the manager Martina Z, when I went in to inquire about a cracked screen since I had insurance (May 10th). The offer sounded great. I was told that my Iphone 8 trade-in would allow for a $700 credit off the $850.00 retail of the Iphone 12. She assured me there would be no changes in my plan as I was grandfathered in 3mg mobile share plus multi-line. I asked if I could just go ahead and purchase the phone and she told me that in order to get the trade in credit, it is required to do installments. Basic math is $150/30 months installments. So my bill would go up $5 plus taxes etc. My normal bills are about $148.00 per month. I received the bill and it was $332.78! I immediately called ATT on the 6th of June upon receipt. Since the store was not opened yet I connected with an account specialist. After explaining everything he shared with me what had transpired and that it was definitely not correct. So I thought ok, just human error. He advised me to go to the store and talk to the manager (who is the one that did this). I went in to do so and she was not there. I spoke with Avery whowas very pleasant. He also explained to me all the changes that were made. It really blew his mind that I didnt even receive a box for the new phone AND that there was no trade in noted. I asked that he reach out to a manager and he did. He called the District Manager Lisa S. who LITERALLY called me a liar. I heard her say tell her we will look into it and call her tomorrow. No one called. Avery printed out my bill and made very detailed notes for Marinas return. I called the next day since no one had called. Martina assured me everything was fixed, she found my trade in and my account would credited appropriately and I would receive an email to show the reversals and credits. Didnt happen. I have been on the phone with 3 departments for over 3 hours. Customer Care, Fraud, and now customer loyalty. Now it is being escalated. I hope no one else has to go through this.

I came in after having my purse stolen containing phone, ID, everything. Antonio didnt have solutions for me and was much more interested in watching the Lakers game. Not sure if its an ATT thing, but I was asked to basically do all the work myself from A phone even though mine had been stolen. He also changed out a SIM card without offering to help me use the locate device on Google. PLUS, the SIM card he installed he installed improperly and is still locked. Thanks for nothing, man.

My recent experience at this store was mediocre. They were multitasking between myself and two other people in the store. Because of this, my order wasn’t processed correctly and my billing address and delivery address were messed up which caused my order to be delayed. While going through my upgrade, the guy chose the wrong plan and added things I didn’t want on my specific line (the deal being $15/month for upgrading to the new iPhone 11 128gb) he selected it, but added either the $5 next program or insurance on the phone, changing it to $25/month. He also checked off all of my legal disclosures and didn’t give me an opportunity to read them and said I was required to sign. He then proceeded to skip printing any documentation of my upgrade to verify shipping and profile details in turn leading to me having to wait additional time for my new phone. After fedex told me that I would have to contact the shipper to change my address, I called back to this location and see if they could resolve their mistake in store. They told me there’s nothing they can do and that I should call their customer service phone number. I called them and they were able to correct the issue. They also sent me a survey on my experience which I’ve completed.

I had a very bad experience visiting this store at 565 Wakarusa Drive today. So I did some research and learnt that the AT&T store on Iowa Street is directly owned by AT&T, while the one on Wakarusa Drive is a franchise, not directly owned by AT&T. That probably explains why the customer service at this store is so terrible and the worker (she said her name is Martina and she claimed herself as the store manager) at this Wakarusa store is so incompetent. I bought a new iPhone yesterday and had some problem with it. Brought it in this store and Martina said she cannot help me with it, she asked me to go back to the store where I bought it for help, which is about one hour drive away in Kansas City. I asked her to at least try call the AT&T technical support to see if she can solve the issue with their help, she said “there is no way I can call them. Our store phone can only receive calls, and I left my cell phone at home.” I then went to the other store on Iowa Street and they solved the problem for me in less than 30 minutes, I was very satisfied and then purchased some phone accessories there too. Better to avoid this location at 565 Wakarusa Drive.

On December 3, 2020 I walked in for help to buy a new phone. My old one was dead. While the new store manager, Martina asked what she could do for me her demeanor was that she wasn’t caring what I needed. We managed to settle on a new phone. I asked for an extra long cord and when I got home, there was no receipt or info on phone to be had. The 10’ cord didn’t match the charger plug-in slot. Today I brought it to return or exchange. Martina was rude and really lacked interest again. I was given the run around, got the cord, and requested and got the phone receipt of my previous purchase. Martina obviously wishes she was somewhere else. The flat affect and disinterest does not fit with a positive atmosphere needed in costumer service here.

Technology stresses me out. But it was time to upgrade. Merita greeted me and helped me upgrade my phone and a few additional items I asked her opinion on, which has been spot on! She was kind, attentive, understanding and very knowledgeable! Thank you!

Dan is absolutely my savior. Updates my “smart phone” that will not update from where we live. He treats me with kindness, respect and fast/courteous service every time I walk in the door. Don’t know what I would do without him! He is amazing!!

Satisfied with the help- pretty quick service.

I have never had any experience near as absolutely awful as I have had dealing with this store and their staff. Shout out to Dan and Avery for being the most helpful out of any of those who work in that store or for Prime Communications. Staff at this store and Prime Communications are unreliable, incompetent, and unable to follow through on their stated intentions and plans. I just received a $500 bill in the mail after being assured it would be $181 with a newly added plan. This bill included activation fees (MULTIPLE) that I was assured would be removed. I have done more work through this mess than AT&T & PC combined, and guess what, things still arent fixed. I truly am appalled at the unthinkably low level of care, follow through, and human decency that they provide to their valued customers. Managers are known to turn ringers down on the in-store phones to not be bothered by customers. Managers have lied about being only staff in store. Dont ever come here. Save yourself the time, energy, and MONEY and take your business elsewhere.

Quick and Easy answered all my questions

The manager was helpful

Excellent customer service and very friendly staff

Avery and Dan are extremely knowledgeable and provide top notch customer service! They compliment one another and are a dynamic duo. Thank you so much for your expertise and service! 4/10/2020

Chris at AT&T was absolutely above and beyond helpful. He listened to our needs and presented solutions to fit them without trying to sell us unnecessary accessories. I enjoyed my experience and will be back!

The company is terrible. They seem to have fees for fees. We have had terrible service from them from the get go. Our apartment complex has an exclusive deal with ATT and we are only allowed to use them. They charged us a $100 installation fee for a complex that is already set up for their services and all the technician did was plug in a modem and make sure it worked. When setting up service with them I asked if they can mail me the modem and I install it myself and they told me I couldnt because the technician may have to install cables in the unit... When I called to ask why I was charged for something I asked if I could do myself, they told me its too late and we already agreed to pay for the service. They also told me that I was made aware of everything since I signed up online, without talking to a customer service rep. This is simply not true. I have phone records showing a 45+ minute phone call with them and email records that were received during that phone call. I know I called and spoke to a rep because I was puttering around at my mother-in-laws driveway while setting up the service. The agents didnt care that I had a complaint about the charges and refused to let me speak to a supervisor to better handle my situation. Now that we have had service with them since September, all of the sudden we are receiving notices that we will be charged for data overages, even though our internet usage has not changed since the beginning of our service and I was under the impression we had unlimited data that was just throttled at download speeds. This company seems to just be a grabbing cash for everything they possibly can. We are moving soon and will be canceling our services with them and using our choice of provider that does not have usage limits and extremely high fees for literally everything. I strongly suggest you do no use this company.

Horrible customer service. He was lazy. Rude. And acted like i was a bother being in the store.

Dan is AMAZING and so helpful!! He always helps me and answers my questions quickly and honestly!! Thanks Dan!!

Always great friendly customer service!

George helped me with my phone a screen protector. He’s provides the best customer service. I highly recommend him to everyone!

Dan was very helpful and knowledgeable. Ive worked with several times. Always good.

George was unbelievably helpful. My son is attending KU, so I called the store after reading reviews and worked with George remotely to get the dead phone replaced quickly. George is clearly one of the reasons this store has much higher reviews compared to other AT&T stores nearby.

This location fixed my ongoing problem that other location could not. Not a long wait unlike other location. Great staff!

Walked in and werent greeted. Very awkward. Set up is very bare. Only saw a few phones on display and when you went to another display the same phones were displayed again. 2 or 3 samsungs, 2 lgs, 1 iPhone. Some phones were dummy phones so you couldnt see the functions and the phones that you could play with were bolted down so you couldnt pick them up. Will try one of the other AT&T stores in town and hope for better customer service and better phone selection.

Have dealt with George Thomas on several occasions, Mr. Thomas is very professional and extremely knowledgeable in the products he represents. I recommend this AT&T store to all my friends and associates Thanks George!

I was helped right away. I had questions on my bill, after manager looked at my account, she found I could save money on a new plan and with the discount I received because of who I work for. I saved 21.00 a month.🙂🙂🙂

George is so nice! I will never waste my time in another att store again.

If I could give Dan a 10+ I could. Dan is awesome. He works until the problem is resolved....this guy goes above and beyond.

George, Dan and Shelby... just amazing! Switched carriers and the new phone crashed 30 min after the store closed. Returned next day and they did everything to make the situation right! Couldn’t be more pleased with their service. Thank you!

Wasn’t greeted when walking in. Sat and waited 15 minutes. Then was told I had to change my number to get a new iPhone. Terrible customer service. These guys need a lot more training. Do NOT go to this location.

I had a great experience here. Everyone there is so helpful!

Rep. George was able to add a line to my plan without a single problem, he worked around limitations and provided amazing customer service, quickly and nicely.

Very helpful to set up a replacement phone.

I was still running my old 4s and I had decided it was time to upgrade.Everyone was extremely helpful and by the time I left I had purchased a new iPhone 7 and an iPad.Two days later I received both via U.P.S. Friday I went in and they spent the better part of two hours helping me get them both set up. Great people.

Does not provide the speeds advertised and the cancelation fees are ridiculous.

Service is Ok. Go there many times with bill issues. Entered on my bank account without my permission!

They have very decent service

Service from Dan was excellent but the young lady there was tacky and trying to draw Dan into inappropriate conversation in front of the me, the customer.

Good

Poor. Didn t get any of my problems solved. I have been having problems with my service.

I stopped by on a Friday morning for some help with my Blackberry. I was changing email servers and changing data plan. What I didn’t realize was that that was the day of the iPhone 5 rollout and that people had been camping out all night to get one.Jonathan Flaherty, the manager, assisted me. It was chaos with all the people in the “world” purchasing new iPhones and needing them connected and setup. It took Jonathan several attempts to get logged into the system because of all the traffic, but he was persistent and before long he had made the adjustments to my account. I now had use of a different server and a new email address, thanks to Jonathan. He could have told me to come back when they weren’t so busy, but he personally took care of me and my Blackberry.Thank you Lawrence ATT & thank you Jonathan!Lt. Col. (Ret) Garry ScottTecumseh KS

Great service always! George is the man

Wonderful people they love their customers

Thanks George for the excellent customer service!

Helpful employees.

Robin the manager is the worst at customer service. Will not go back to this store.

George and lexi have skills!!

Employees lie to get sales!

Best Customer Service ever!!!

They went above and beyond!

Good service

Incredible service

Very nice people

Dan is awesome

Honest, helpful!

Grear help

Fine

Friendly staff