AT&T Store, Ames IA

Went to the store in April to get my family onto my phone plan and initially thought we were having a great experience. However, when we went to trade in a phone for a free phone, the manager, Dayton, stated that we didn’t need to give him our old phone because it was “worthless to him. “ Fast forward to now (because it would take 3-4 billing cycles for us to be credited for the phone), AT&T isn’t giving us credit for old phone because Dayton messed up and didn’t take it and we aren’t able to turn in the old phone anymore because it’s been more than 30 days. Had we known we needed to turn it in within 30 days we would’ve done so, but because Dayton said it was not needed now we are stuck. So thanks to him, we are now having to pay out of pocket for a phone that we wouldn’t have even traded it in the first place had we known this was going to happen. Absolutely disappointed and don’t really plan on sticking with AT&T. Along with this, he also added insurance and an upgrade plan to our entire phone plan that we did not agree to. I had to spend multiple phone calls with AT&T to get these charges removed and refunded.

Ames Iowa store manager is awful! He told us we didn't have to trade in a phone and now we are being charged because apparently the phone needed to be turned in. But the store manager doesn't know that?

Loved the staff and the deals I was offered! Everyone working was extremely knowledgeable and friendly and helped me switch from my old carrier and save money! I never would have thought I could get my entire family new phones and save over 50$ from what I was paying before. I can’t recommend these guys enough.

Dayton was very nice and quick to solve my problems I definitely recommend coming in and seeing him!

I had an absolutely amazing experience when I stopped in! I had all my questions answered and was given top tier customer service!

Dayton is an all-star running this store. He was quick to solve my problem, compassionate, and was welcoming and honest. Totally the opposite of what I was expecting walking into att stores in other states. Dayton is the best!

The manager of this store, named Dayton, in Ames Iowa, sold me an iPhone SE back in April because I needed a phone that would work overseas while I was in Italy for 6 weeks. He told me I should replace my iPhone 7 with the SE because I could purchase a e-sim in Europe, and you can't put an e-sim on an iPhone7. He got me to buy the SE with the plan that cost $5/month added to our monthly bill.

I did that, got to Europe, bought an e-sim, which could not be installed on a locked phone. Of course Dayton would have known that.

So, I wasted 65 euros on the useless e-sim (which the Italian store would not refund), and am now stuck with a phone I don't want. To make it all worse, Dayton deceitfully included a $14/month insurance premium on the phone. He never mentioned this. I would never have opted for something like that. We discovered this yesterday and cancelled the insurance.

This whole transaction was completely fraudulent. It has cost me a lot of time, money and stress. So far, it looks like there is nothing AT&T is willing to do about this.

Or, AT&T, if you see this, are you willing to do something about this? I want you to take this phone back, refund what I have paid for it and the insurance, and compensate me for the useless e-sim.

I am completely disgusted with AT&T. Dayton was deceitful, because I cannot put this down to incompetence. This is a shameful way to treat your customer.

I would love to hear from you, AT&T, about what you are going to do about this.

Michael Martin

PS Yesterday (June 30 2023) I spent 2 hours in the store, being helped by Robbie, who was substituting for Dayton. He tried to be helpful, but there was nothing he could do about returning the phone. Company policy, don't you know.

Here on a Sunday at 1: 35pm store isn’t open even though it should be according to their hours of operation

Dayton made a tricky situation seem like it’s just another day. Quick and easy visit made even better by positive collaboration between employees to come up with effective solutions to your issue! Great work to their team, and I highly recommend a visit.

This store stole from me, they accepted my phone as a trade in and now refuse to give me the money on my account. Unless I upgrade to a plan that cost more per month for service than if I didn't get the trade in value at all. Essentially these guys lied to me and stole 800 bucks from me. You cannot believe anything they say at this store. I will be following this up with a better business bureau complaint, and im going down to the story county small claims court tomorrow to file an original notice and petition for money judgement citing this at&t location and its current manager mr. Haley as the defendants. I will be seeking the 800 dollars that my trade in was supposed to be plus court cost and filing fees. Be expecting the story county sheriff's to be coming by to serve you soon this isn't going away.

Edit* I got a call from corporate, only after I filed a better business bureau complaint. They did the right thing and issued the 800 dollar credit. So moving to step two (the courts) was unnecessary. I want to emphasize, this resolution had absolutely nothing to do with this store. In fact these people (Juan, dalton and chad) the representatives and respective management at this at&t location were unapologetically incompetent. They were either incapable or unwilling to perform even the most basic level of customer service. In the end I was able to get satisfaction, in spite of them. If I had listened to them I would've gotten absolutely nothing. Do yourself a favor and save yourself the headache and find another at&t store to do your business at.

The staff is always friendly and able to fix whatever problem I have quickly and efficiently! This is the only location I will go to from now on!

We went there and waited for 30 minutes after opening time.
Called to see if anyone was in and the lady said it should be open. Well it was not. We stated this and were immediately hung up on.

An employee took advantage of my 90+ year old grandma and sold her the most expensive phone possible. She didn't even realize what the cost was. She went in to get just a basic phone. Called customer service for her to see if she could return the phone, and they said she could. But when she went back in the store, they said she couldn't return the phone. This is elder abuse.

My dealings with Chad at the AT&T store in Ames Iowa was great. He was very helpful and knowledgeable.
A great help.
Would recommend him to anyone. 0

Chad has always provided top notch service when he has helped us out. I'd make it a point to only come in when he is working if I could, as he is a source of witty conversation, banter about local food places, and endless help and knowledge in regards to any service questions or concerns. Seriously just the most down to earth employee I've met in a while. Only other person besides Juan that I've personally worked with who has made it clear they care about customer care and support.

Absolutely amazing service, whenever I’m in town I always come to this AT&T store and I always leave so appreciative of the support and service I get from here!

This time, Monica and the other gentleman who’s name I have forgotten, they worked for over an hour getting me the absolute best deal. I ended up upgrading my plan and plan on bringing my family over to this location to get on a family plan.

Thank you so much for all your help!

I usually had a so so experience in Ames at&t center until recently when their service quality jumped, like a lot. Chad is the man! He’s knowledgeable and does his best to make sure you get the most accurate information possible. If there’s a way to do something, he will do it for you.
A plus point: If you’re up for a smart conversation, you’ll enjoy talking to Chad while he takes care of your phone.

My name is Kevin Donahue and I've been with Juan in the last hour or so with att service at the ames store and I've been very very pleased with his service with his attitude with everything that hes done hes giving me very good service and I just want to recommend him to anyone.

I was in the store today and Monica assisted me. She was very knowledgeable about what phone would work best for me. She very patiently answered all my questions, and helped me get everything figured out. Best experience I've ever had in an AT&T store.