AT&T Store Anchorage Dimond Mall

This location has the worst customer service. I went there to purchase a new phone and the guy that checked me in said it would be awhile. I didn't have an appointment, which was fine, I didn't mind waiting. I waited an hour and a half before I was helped. I tell the guy I wanted to purchase a new phone, he gets it and starts looking at the different phone plan options and asks which payment plan I want. I told him I was just going to pay it in full and then he says "What? If I knew that you could have been in and out of here in 10 minutes. You didn't need to wait to buy a phone." Then he asks me if I know how to back up my phone and how to transfer all of the information onto the new phone. I told him that I knew how to do that and he says “Cool, then I don’t have to do it for you then.” I also purchased a screen protector and he offered to put it on for me. I agreed, which I immediately regretted. He did not put it on correctly and now there is a bunch of bubbles and lint under the screen protector. I would never go back to this store again.

The dimond mall location needs to adopt a different model of customer service. To have customers wait for hours to make purchases is unacceptable. Time is the most valuable commodity to customers and in the 90 minute wait it took to get service i seen multiple potential customers walk out of store because of slow service. The store needs to make adjustments to provide quality service in a timely manner by hiring more people. Then maybe the in store experience would not be as horrible.

On 10/18 my spouse visited Anchorage, Alaska store on Dimond Blvd and ordered two new I-Phone 11's with a trade-in agreement. The rep Jesse was great.



On approximately 10/21 the 1st phone arrived to our local post office. We are unable to have a private postal box in our town (Girdwood, Alaska) due to lack of services in our area. The postal service never notified us of a package (this is unusual for our post office). AT&T never provided an e-mail saying the 1st phone shipped nor were we provided a tracking number for the shipment of phone #1. The 1st phone was sent back to the original address of the sender (AT&T) by the US POSTAL SERVICE (not by the customer) as they do not hold packages.



On approximately 10/23 the 2nd phone arrived, we were notified of the package and the phone was picked up. We received multiple e-mails from AT&T about tracking numbers for phone #2.



We live 45 minutes from the nearest AT&T store and with work schedules my spouse didn't make it to the store to activate the 2nd phone until 11/3. On 11/3 the rep at the store Alverez was helpful. When my spouse asked about phone #1 and why it hadn't arrived yet, Alverez spent up to 45 minutes calling the call center and formulating an incident. At that time the AT&T store rep, Alvarez was told that phone #1 was shipped and returned by post office and that it was in the AT&T warehouse. The call center said it still needed to be scanned in and to wait 24-48hrs. Since the equipment was "on hold" at the warehouse in the Lower 48, the Anchorage store would not provide us with a new phone from their inventory even though we have "paid" for this phone.



On 11/4 I personally went to the AT&T store to check on the status of phone #1 and spent 1.5 hours in the store while the night time manager Michael and a rep named Daniel again called the call center looking for phone #1. Again the call center said yes we see phone #1 in the warehouse but it hasn't been scanned in yet. The equipment is on hold at the warehouse therefore the store in Anchorage won't release the new phone in stock in the store to me. We were again told to wait 24-48 hours for the equipment to be "scanned in".



I am headed to the Anchorage store for the 3rd time now for the same problem that hasn't been resolved. WE HAVE "PAID" for AT&T product that WE STILL HAVE NOT RECEIVED YET!!! This is ridiculous!!!

Received my free upgrade and extra accessories, with no hassle.Staff very courteous and professional.

Went in to pay off the phone, fairly smooth and quick service