I didn’t look forward to coming to an At&t store from my previous experiences, boy was I wrong! I was greeted at the door and was seated within minutes. The store was busy, but the lady managed to work with me and another gentleman and made sure to resolve both my issues yesterday. She was so sweet I’m old and don’t understand how to work this phone my daughter sent me and she made me feel so much better. I applaud her and the people that work in any service industry. Thank you At&t for training such good employees - Rhona J Howard

Having 8 years of experience in retail for another carrier, I was taught to never send anyone to call the billing department on their own. Anyone who comes into the store is a potential loyal customer and you should never tell them you cant help them cause you dont deal with billing. On Sunday, I came into this store and ask for billing assistance. I know that I can call customer service myself for a billing question but I thought because of the situation on the bill, that someone from a store could help me better by guiding me before I could talk to someone on the phone but the first thing the rep told me was that she was sorry that they didnt deal with billing. Is that the way you teach your reps to not take advantage of a returning customer? Had someone helped me and assisted me or at least taken me to their desk and chatted with me about the situation I would have at least considered to shop from this store in the future but I wont because I didnt not feel welcome and was simply given the here is the number call them. In the 8 years of experience I was taught to earn the right to sell. You definitively did not earn the right to sell me anything. I will shop else where and will take my billing questions elsewhere they can help me to with my billing questions and provide me with good experience.

I have had a billing issue for a year and a half that neither this store or Corporate AT&T will resolve. Store manager literally hides in the back to avoid resolving customer issues. It’s not worth the aggravation.

Went in yesterday for upgrades. Paul was our rep. Literally the best experience we have had in 7+ years with at&t (over the phone or in person) He was thorough, professional, and honest. He noticed some things with our account that needed attention. Those same things I spent over an hour on the phone last summer to have fixed and they were not. He educated us on how to have them fixed, so that we could finally. He also showed us a plan that was more affordable and better suited for our needs. We couldn’t thank him enough. Now we will have a better plan and our upgrades. Definitely recommend asking for him when you visit! You won’t be disappointed.

Paul worked his butt of helping me with tech problems. Greatly appreciated. Best service Ive received in a long time

Just switched from another carrier to Att. Walked in with no appointment with 1 new phone and 3 Sim cards. Chris W (AT&T Consultant) greeted us at the door a immediately started to work. He did an outstanding job getting our 4 phones switched over to AT&T. His multitasking skills were unmatched while he was blasted with numerous questions about our new account, while working on 4 phones simultaneously. Very impressive first visit to a AT&T store.

James F. was excellent, I’d had over an hour’s worth of questions and he was very patient and very helpful. Excellent service. I’m so happy with my decision and love my new phone. Everyone working there was awesome! Thank you so much!

Shout out to Chris! Appreciate you bro help me get my phone and everything I need. This man saved my day and week.

The African American employee and the Hispanic girl that work together typically in the morning are VERY rude and I don’t know how they’ve kept a job. Horrible service.

Had a horrible experience here. Their systems are always down or moving very slow. Took 3days to get my plan up and running, found out later they created two plans for me, not sure how that is even possible. Sales rep quoted me for what my plan was going to be and my bill came out 4x as much as she had said. Think her name was Noamy but all of the people there have little knowledge about what they are doing. Not sure if its just an AT&T thing but working on ending my plan already.I highly advise not to go there, would give 0 stars if I could

I traded in my iPhone for a newer iPhone. Months go by and they are still charging me monthly for phone. Come to find out the employee never turned in my old iPhone. They literally stole 900 dollars from me in trade in phones and so far have only been told there’s an inquiry into it. I’ve had att since I came back from Iraq in 2010 but I’m getting ready to cut them out.

I went to the store with a couple of needs. James met with me and was able to get all my needs met and questions answered. It took maybe 10 minutes and I was on my way. Thanks AT&T, I love you guys!!

Determined & Welcoming.Those are the first two words that come in mind when stepping foot in to the AT&T store. I am a busy person and someone who needs to be updated; we had a couple technical issues with the process, but this individual spent time taking care of the issue. This individual went above and beyond; also even considered my schedule and worked with me. I normally don’t do reviews, but I believe Ashley has truly represented AT&T and their values proudly. Ashley spent all day figuring out a problem and not only did she take it; but took in all the factors to deliver an amazing customer experience. If you ever think about getting a phone plan and need someone who will consider all the factors including your schedule.Consider AshleyLet Ashley know I sent you

Great staff and service! Arrived to this store yesterday it was so busy... great to know ATT still cares about covid guide lines.. crazy to think people don’t care about this pandemic. All the staff still wears masks and was so friendly to me and my mother that came from Phoenix thank you, Paul for the new phone. 10/10 in my book.

Great customer service. Naomi was very helpful with all the questions I had and made getting a new phone so much easier highly recommended

Top notch service! I could not be happier with the treatment by staff and service I received by the employees at this location. Most phone places it’s like they’re going through the motions and are just there for a paycheck. Naomy, the manager couldn’t have been anymore perfect and professional. 10/10 would recommend.

Great store to go for help. James F is always a big help when I go in. Helps me with tech issues on my phone

Wonderful experience at this store yesterday with James E! talked to me about upgrading my plan and helped me set up my new device in a timely fashion. I usually only order online because I’ve had bad experiences in the past with other ATT stores but this one knows how to get the job done right!! Thank you merle hay.

Started this process of picking up my online order 2 hours ago. Still here waiting. Skip the horrible in person service and just order online and get your stuff shipped. It may be quicker.

My siblings in I went in to do some upgrading on our technology. Naomy is the employee that helped us out and she was really great! Answered all of our questions fully and helped us understand what deals were going to work best and be worth our money. Couldnt be happy!

Lovely store and staff. Went in to pay my bill today. Great experience and customer service!

Ashley helped me get into a new IPhone 12 Pro Max and it is awesome! Definitely recommending her to all my friends very nice sweet & knowledgeable.

I came in last week to get help with my service and chris gave me excellent customer service. He took his time and didn’t rush me out the store. Great location and great employee.

To say the least Paul was amazing! I was looking around at different cell phone carriers and Paul informed me about first net! He help me get my number from my previous Carrier, transfered my content to my new phone, and answered all my questions ! He also whipped down the table Thoroughly and was covid cautious. Highly recommend going to Paul

Chris is the MAN! He did a great job through getting me a new phone and consulted me on our entire phone plan. He was able to save us a decent amount of money.

James was a blessing! I was in a hurry, had a bit of a tight budget and he helped me find the right phone/plan to fit my needs. Thank you so much.

I had the best helper going thru my phone taking the stuff out that cleaned my phone up.

Very helpful, great customer service, and the manager Naomy is very fluent in spanish and was able to help me and my parents out with all of our questions! Highly recommend this location and ask for Naomy great service!

Shanna Ford was so helpful in answering my questions about upgrading and was more than happy to answer any questions about my plan and how to add a line down the road. Very impressed and will always be a loyal AT&T customer because of employees like her!!!!!

I needed an upgrade for my daughter and I. Ashley Eide was so helpful and knowledgeable. She explained the entire process and made it so easy.

James Fishback was great to work with very helpful made sure all my concerns were addressed and got me the phone that best suit me and my needs .

Shanna is super knowledgeable and friendly. Definitely a breath of fresh air considering the usual treatment at these places!

Ashley was a great help she answered all my questions an concerns and I loved the positive energy and attitude she has

Shanna was the greatest!!! She stayed late to help me get everything paired and ready to go.She is amazing.

Needed some quick help and Naomy was amazing also bought a very cute phone case! Thank you!

James F was amazing and very help ful made my day way better

Very impressed with the Merle Hay store and staff during COVID. Appointments available, policies clearly posted, everyone (staff and customers) masked, limited number of customers in the store at any one time, hand sanitizer everywhere, curbside options. I also want to commend Ashley for her recent assistance. I had upgraded my phone in early July at the store. The process went smoothly, or so I thought. I kept getting notices that my old phone had not been returned. I talked with AT&T customer service, loyalty program, and warehouse by phone, Facebook Messenger, and website chat, logging over 4 hours and having the warehouse confirmed they had my phone, yet no one could help me and remove the charge. I went back to the store, and Ashley made a phone call, and the charge was removed! Very pleased with the local store, staff, and with Ashley in particular.

James and manager Paul did a great job and helpful

I been in several times and Shanna always gives great service. I always ask for for her. She really takes her time with me even if I’m there for a small question.

OMG!! Best AT&T store hands down. I could not ask for better service thank you guys great team.

Very great customer service, people were friendly, and the store was very clean.

James E. was a wonderful representative today while assisting us with purchasing new phones.

Naomi was great today! She helped me get a SIM card for my iPhone that was having trouble with the electronic SIM. She knew EXACTLY was was going on and was encouraging and helpful. She was BETTER than the AT&T and Apple reps that kept me on for hours over the past couple of days. Also she kept excellent social distancing and respected my interest in holding my phone and not having her touch it. Thank YOU!

Shanna Ford! You were amazing! So helpful and a delight to chat with! She handled all my concerns!I have found my AT&T person! Thank you!!!

Paul at the at&t Merle hay and Douglas was awesome I’m not phone savvy and he made it simple for me..much thanks

Shanna was very helpful and and great sales associate. I was very happy with my service today

Shanna was very helpful! She was a pleasure to get to know and answered all my questions I had about my new iPhone.

Ashley & Naomy - thank you so much for all of your help! You both ROCK!

My salesperson was extremely helpful .

It isnt worth talking about.you people have no idea what is going on in your stores.i wish I had never got with you.sad.

We couldnt talk about our phone plan in this store and after having waited for more than 10min, we were told we could only do it though phone call to customer service. If I am going to a store, is because i prefer to do in-person instead of through the phone.

Very nice and knowledgeable rep helped me right away. All data and info was transferred without issue. One rep even gave us her old phone case since she just got a new phone of her own! That was super nice of her!

Paul has awesome customer service. Every time I come in and he helps me with any questions I have !

When i walked in, they rolled out the red carpet for me. I got everything i wanted and needed at the time. My representative was beyond helpful. When i told him i needed no assistance, he still assisted me and told me to call up until closing time if i needed to go over anything else. I feel like at&t keeps me supplied with the newest tech for a reasonable price.

My experience with Shanna was outstanding, she helped me switch phone plans and get everything set up super easy and with minimum confusion

Came to att to pay my bill had some billing questions was greeted by the manager joseline at the door I am high risk and everyone wore masks I ended up ordering a phone for my son and Naomi helped me quickly thank you Att.

They were very nice and professional at a great price for what I do Thank You 😊

We have been with AT&T since 1993. Ashley our sales representative at the store on Merle Hay Rd in Des Moines, Iowa was very helpful, knowledgeable and very helpful!

Lost my phone, first day. Employee Chris seemed to understand my confusion on this cold, windy and weary day, without me having to break it all down. No push or pull-he just took care of what I needed. Good job Chris

Shanna was the greatest rep I have experienced and went above and beyond

Shanna was great! Fast service and very helpful!!!

The staff was was friendly and very helpful.

Josyln was absolutely amazing!! We were in and out in an hour with brand new i-phones, cases and flat chargers for half of what we expected without changing our plan at all! Even with 14 broken windows they are continuing to provide excellent customer service all around! I was so nervous about losing our pics and passwords but she transferred I all in about 20 minutes...that’s 4 years of info! Yes we are technologically a little late to the game but she made it easy and understandable! We promise we won’t wait as long next time and we couldn’t be happy with our amazing upgrades!!! Thank you so much!!

Ashley did a great job helping my 83 year old dad get his phone switched over to an easier flip phone. She was incredibly patient with us. Thank you so much for all your help!! We would give 10 stars if available!!

Was great! Was fast and the guy was really nice and helpful!

This specific location was absolutely AMAZING!! Especially Chris. He’s helped us out tremendously, got us two new phones. Service here is definitely well recommended. Ask for Chris when you go there!

Great staff and clean store will return

Very clean story and great service.

Hell yeah Naomi keep doin what youre doing girl. Quick and easy service was in and out within minutes.

I was very nervous about going into at&t to update my phone and start a phone for my 90 year old mother. But Naomy made it effortless on my part. She is wonderful and very skillful in her job.

Naomi did a excellent job on helping me upgrade my device today she works efficiently to help me restore from my old device kudos to her and the staff at the Merle hay road she exceeded all the reps Ive worked with!

I had to make my order three times. I was promised devices that would deliver and they never did. Went to the store and my account was marked as fraud and they insisted that I had ordered an IPAD.When I signed up at the store, I was never told about ANY specials and plans were not discussed with me. I have NO IDEA which plan/s I have.Really ridiculous!!I am a black woman and I believe all this was profiling and Ratial bias

The in-store service was excellent! Unfortunately, the website, app, toll-free number, and virtual assistant help is Filled with issues, inefficiency, and circles of passing the buck. The issues are on AT&T and Not this location’s staff members.

Great job Shanna!!! Very helpful!

Naomy did a incredible job today!! Very patient and thorough with me!! Highly recommend her!

So I upgraded my son’s phone and that was a pleasant experience. However when I went to add some accessories on installment there was an issue with an old direct tv bill that was paid. I had to go back to the store the next day and was helped by Dylan (one of the managers) who was super helpful, funny and professional, courteous and very patient the whole time we were trying to figure this whole thing out! Thank you!!!!!

Just a note to thank Naomy for an amazing job of syncing my new IPhone and watch. She’d found my old apps which required a lot of searching. Bless her heart, she took the time to transfer my data. At the bitter end of an hour’s work on my behalf, she redirected the orientation of my watch. Naomy worked tirelessly to satisfy my every request. I am in a high risk virus group and this was so important for my health. Thank you for your generosity of spirit in a difficult time in our world. Karma

Joslyn and Dylan went above and beyond for our family today while we were looking to upgrade our phones and plans! They were able to help us keep the same payment amount while allowing us to upgrade our phones today, which was surprising to me.I refuse to go to the other locations. Thank you again for your patience.

Naomy did a wonderful job for me at the merle hay store she was so patient and understood all my issues and resolved everyone of them highly reccomend her and tbe staff at the merle hay store -donna

What can I say? They fixed my device with no fee for me to pay. Very helpful in gaining knowledge of why my device was having problems and reasonable ways to prevent the same result from happening again. I believe this is one of the best AT&T stores around.

Shana was awesome sauce and so helpful!!!

Trae was EXCEPTIONAL! He upgraded my phone, taught me a few new tricks and was so helpful!

They had sign in window, it said $99.00 iPhone 7, with go plan. Nanomy help me. Came back with 2 iPhone 7 that were $350.00. She said We only have these! We are out of $99.00 phones! I said You need to take sign down! Thank you Bye!

Dylan, Chris, and Ashley were wonderful to work with! I’m super happy I switched carriers because I feel like the customer service is very top notch! Thank you!

Ramiz & Josyln were very efficient and full of knowledge!! I was very happy with their service!! They both deserve a raise for excellent customer service!!

I had a great experience at this location. Good atmosphere and everyone was friendly, happy and willing to help. This location will get my business from now on.

Ramiz was able to accomplish what 2 AT&T authorized retailers said was impossible, transfer service from Google FI to AT&T. He did so with great professionalism and of course was able to get what we needed in 20 minutes with minimal fuss. Thanks!

Fantastic service, excellent product knowledge. Enjoyed the service today by Chris.

Outstanding customer service!

I always have a great experience at this store. I am always greeted as I walk in the door and the staff is very patient. Thanks for all you do!!

I stopped in to the AT&T location on Merle Hay Road to get a new phone and the Staff here is GREAT!! I worked with Naomy and the store manager Dylan. They both took care of all my needs got a new device for not only me but my child also. If you need to have any issues resolved or need a new device come to this location!

These guys are awesome! I enjoy talking with these guys and they are always eager to help you out with anything they can. They love chatting with their customers. Great group of people!!

Best cust service. Ability is off charts. Should be training others. Thank you so much you should hire more guys like Dillon

Ramos did a great job..he needs to be given a raise..

Shanna was amazing!! Thank you for your help!!!

Helpful.

Excellent service, very covid alert.

Very friendly staff. Very informative.

The guys here were great, outstanding..so much that I took time to forward this eval

Naomy was excellent help she spent over an hour with me changing my contacts I appreciate the customer service kudos to att