AT&T Store — Local services in Merriam

Diego was friendly, engaging and really took care of our family. I have been an AT&T customer 2004. People like Diego make me want to continue. He was laid back and conversational. I appreciated his eye contact and smile. It was nice to see a Hispanic male. I’d like to see him promoted. The store manager—not so much. You could tell the manager was ALL about the sales. No warmth and when Diego’s device wasn’t working to set up my automatic debit, the manager came over and said something like, “well, when the system goes down it could be a day before it reboots…” No affect and I felt like he didn’t care that I would have to return to the store the next day to set up my automatic debit payments. Diego, on the other hand, was apologetic and immediately pulled out his business card and told me his hours for the next day. Promote people like Diego who actually care about customers. Because of him we added yet another line. We now have 5 lines with AT & T. And another thing: When our home town CHIEFS are playing in a Divisional Playoff game against the Bills—Close the store so your employees can enjoy kickoff. AT&T is a multi-billion dollar company. You can afford to put up a fun sign at the Merriam store that the store will be closing early to help cheer on our team. So, a reward for Diego, a D-minus for the store manager and a bit of kindness for these employees who are working their butts off. The least you can do is authorize pizzas for employees to enjoy at the store while the TVs are tuned to the game.

I went back the next day and was warmly greeted by Diego who took care of setting up my automatic debit payments, which will save me money, in less than 10 minutes. I offered him a hot drink from Quik Trip and he smiled and said, “No thank you. Buy a drink for a homeless person.” THAT’S THE AT&T CUSTOMER SERVICE THAT NEEDS TO...

This store has always been very friendly, make an appointment before going and you’ll be bumped up to the top of the list. I opened 4 accounts with them. One being an account for myself, a nurse. At the time they had a promo for a free Apple Watch if you were a first responders, so I was super pumped to get the watch. My bills have to be through FirstNet due to it being a healthcare workers account. Turns out the Apple Watch is free however you have to have a $25 fee added on for service to that Watch for 30 installments, making it a total of $750, which was not disclosed to me at the time of purchase. I told the sales associate at the time specifically that I did not want service with the Watch and he (Daniel I believe) said there would be no service on it, a phone number comes with the Watch to identify it. I have all payments set to auto pay for an extra discount. I did notice my payments were higher and after multiple calls with FirstNet and AT&T I was told my payments would even out. Here I am 1 year and 4 months later and JUST now being told by AT&T and FirstNet that the service is not optional and will not come off the bill unless the remaining installments were paid $216. In the end I paid $641 out of pocket for a watch with service I did not want and specially told the associate I did not want and was never told otherwise. No money was refunded, I closed the Watch account after paying $216. I want to warn other first responders to watch out for sneaky sale tactics being used. We work too hard for our money to be taken advantage of in such a despicable way. The sales associate that closed the Watch account for me today was professional and did mention the payment was for the service and I should not have been told otherwise. Please be cautious with the company moving forward, I...

I am a recently former Sprint/T-Mobile customer who was frustrated about their lack of technical support and customer service during their transition. At the T-Mobile store, the first words out of their mouth were always, "We are too busy to help you today," even if you arrive hours before they close. I was bounced to multiple stores and to customer support at both Sprint and T-Mobile without any help. I just wanted my call waiting to work again, something that was inadvertently broken during Sprint's transition to T-Mobile. When I walked into the ATT store, both Ed & Linley were cheerful and happy. I asked, "Are you too busy to help today?" Linley said, "Of course not! How can I help?" She was very patient, helping with all my questions. I have four lines and she made sure to be there when we could get all four lines together at the same time so we could make the transition. She spotted some great deals, upgraded us to better phones, and gave me a really good set of expectations of what the transition would look like. We are all very happy with the service and am glad that Linley is at the ATT store. I will recommend ATT and specifically this location to everyone! I waited two months to post this review, just to make sure it represented the full experience. I've been using ATT for two months now and have received two invoices. Everything is working exactly as Linley said it would and I call that...