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February 2024 by Josephine lo
DO NOT GO TO THIS STORE! I went in on 1/25 to ask if an interaction on the phone I had with the retention/loyalty rep promising to send credit and free phones was fraud or legit. The person I talked to in the store was actually sleeping on the job. After he woke up, then looked in my account and said he found notes from the rep and said it should be fine. I get the phones in the mail 4days later and the rep on the phone was saying I received the wrong package and to send the phones to another address in Brooklyn, NY. I then go back to this store on 1/30, I explain the whole situation and they advised me the mailing address I was given was incorrect. They were kind enough to send back the phones for me as they told me were not free. This was clearly a fraud case and I had mentioned to them what if the person who I was speaking to get into my account again. There was just a blank stare and no concerns from anyone. I then leave, next day on 1/31 I see all of a sudden in my account it’s saying I owe $266. I tried going back to this store on 2/1, however they were busy so I went to another location in west Des Moines and spoke to a manager. She looked at my account and saw the balance owed was clearly fraud and my recent bill showed paid with no issues. She also helped changed my PIN number and put in extra security so if someone accesses my account again they couldn’t. This makes me extremely frustrated cause if the location I initially went to actually tried helping me change my pin or provide extra security I could have avoided this fraud transaction. Now I have a negative balance of $266 and can’t do anything about it until my fraud claim gets reviewed within 30days. I am really disappointed with AT&T and I’ve been a customer for over 10years. I will be changing carriers once this gets resolved.
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January 2024 by Jake Schaper
Stay far away from this store. Felipe lies and will quote you $140 for 3 lines on the starter plan then upgrade your plan to the Premium without you knowing and add a next up feature without you knowing turning a $170ish month payment into over $210 a month then lie about the activation fees being waived by your aarp benefit. Stay far away from this store as well as the manager who claimed the day I came in was her last day. FCC complaints filed with this horrible store and honestly anyone who wants AT&T should look elsewhere as they have YET to fix any of the issues they caused. Seriously regret switching from T-Mobile.Sincerely, a customer who took it by this store and couldn’t even get dinner first or a damn smoke
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January 2024 by Penny Radach
I was at the AT&T Store at Merle Hay hoping to get my calendar moved from my old phone to my new one. This was the fourth place I had gone for help since purchasing my new phone.Hannah worked tirelessly on setting up my phone correctly when others could not. I am so grateful to her.As I was there a number of customers came in and each was greeted upon entering, and their issues were handled quickly, in a friendly and profession manner.I would recommend these folks to everyone.
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January 2024 by Michelle Wright
The Merle Hay store in Des Moines, Iowa. The best service I have ever had from AT&T nationwide. I am grateful
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December 2023 by Jared Mikel
Extremely long wait times. I assumed understaffed at first with only 1 employee doing his best to help out a full store, but after waiting for over 45 min a bunch of employees came out of the back seemingly all having taken their break at the same time.
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November 2023 by Jasmyn Richardson
Went in today and had an amazing experience. The store was clean and staff weee attentive.! Went in around 5:30 and didn’t wait at all.! I was helped by Shaddai who was over the top.! Knowledgeable and personable.! He helped me upgrade my device in no time.! I was very satisfied when leaving the store.!
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November 2023 by Stan Lamay
Got to work with James. Such a great help! Had me laughing the whole time. Came in for upgrade and he made the whole process so easy!
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October 2023 by Regina Nsanzimana
James was such a big help. I came in to upgrade my phone from an iPhone 12 to a 15. James helped me back my phone up and then restore everything perfectly! I couldn't have asked for a better rep to work with!
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October 2023 by Lukas Bergeson
The service was quick and the person who was attending us looked out for the best deals and was really detailed.
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September 2023 by Kent Weeden
Absolutely FANTASTIC service from Efraim! What a nice young man. I forgot that my phone was in my pocket when I went into The Gulf of Mexico on Tuesday. I brought the phone in to the store, yesterday and Efraim explained that I had the warranty and I’d would be receiving the new phone today. It came about 5 P.M. so I decided to bring it to the store, to see if I could get my info switched to the new one. Efraim was with a customer but while they were wrapping up that person, he came over to me and within 15 minutes he had all my data switched over to the new phone.Efraim is very nice and very professional.Please let him know that I was very pleased with today’s service.Thank you AT & T and THANK YOU Efraim!Kent Weeden
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August 2023 by Michael Vitosh
Went in to get my phone number changed and upgrade my phone. James did a amazing job with getting me switched into my new phone!
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August 2023 by Arminta D
Oh my goodness. Fast, easy, and affordable service. What more could you expect? I went into the Merle Hay store location and I was immediately greeted by Shaddai and Nida. I was in the market for a phone that I could use for work and I have pretty high standards. I was able to get a brand new iPhone 13 without much hassle. It took about 45 minutes max (and that’s pushing it) Nida and Shaddai were so efficient and they worked diligently to ensure I left happy and satisfied with my product. I am so appreciative that they were able to assist me. The atmosphere is almost familial and it was a pleasure working with them. I will 100% be returning if I have any questions or other issues. AT&T customer for Life!! Keep up the great work!
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August 2023 by Chad Shaw
James was extremely helpful. Not only with explaining my bill but setting my family up with all new phones. Excellent customer service!?
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July 2023 by Debi Louann
Great fast service! Very professional and knew all the answers to our questions! Very quick too
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July 2023 by Neice henderson
Super nice folks.Bilingual and super knowledgeable.Very informative.Super patient as I need an abundance amount of patience, I am very picky about what I spend my money on and the perks I gain by joining a company. I was with Verizon for 10 years and they actually got me to switch! Hopefully this works out or back to Verizon I GO!!!!!!!!!????
