We had a very disappointing experience at the AT&T store on Delaware Avenue in Ankeny.
From the beginning, the trade-in process was explained incorrectly, which led to confusion about the promotion. When my wife went back to the store to drop off our trade-in phones, the representative, Chad, was dismissive, rude, and lacked basic customer service skills. He was also repeatedly sneezing without attempting to cover his mouth, which made the interaction even more uncomfortable.
When I called to discuss the situation, I felt the same way my wife did--dismissed and treated like I was an inconvenience rather than a customer seeking help.
I will admit that by the very end of the interaction I lost my patience and did not handle myself as professionally as I should have. However, that came after repeated poor interactions and frustration with how we were treated. I was told I am now banned from the store, which is fine with me.
In my opinion, this location has both technical training issues regarding AT&T promotions and trade-ins, as well as significant opportunities to improve customer service and communication skills for employees who work directly with customers.
Fortunately, there are plenty of other AT&T locations and online options where customers can receive respectful, professional service. We will be taking our business elsewhere. read more
