AT&T Store Wasilla Cottonwood Creek Mall

I give them no stars and will tell you ya best have it all in writing and perhaps even a video with sound. I was told one thing but got another went back to store to inquire and was told I must of misunderstood!! No I understood exactly what you were telling me but it was not what I got. Was told I could trade my phone in and the new one would be “ free” Ppffhht. Not likely. So when I went back to store and ask about this she told me I was wrong. So now I’m in a contract that I was specifically told was not a contract, I don’t own my phone until 2 1/2 years from now! I kept her scribble notes that they take when they con you into this and showed it to her and she knew I was right at that point. Told me I could speak to manager but it wouldn’t do me any good what’s done is done. Ok fine. You are right what’s done is done and I will pay off this phone and be “done” with att.

My husband and I had went to the store here in Wasilla to search for a new phone because I do not know much about it and I will trust no one but my husband to help me find a phone. When we went to the store my husband and I were not allowed to go in together we have been married over 25 years we do not have the Covid virus. We were turned away that will be for us there were three customers that they lead in that is not fair. AT&T has now lost a customer and we will go somewhere else and less they allow Mary couples to join forces and participate in each others purchases. We are not online shoppers, we are to old for that trap.

Over an hour wait to try and get a new phone but had people standing around to greet people at the door and make “appointments”

Terrible customer serivce. They dont explain how they have changed everything due to COVID then treat you terribly because you don't know. Everything is the customers fault and the second you act frustrated they boot you out

Poor service on 2 separate occasions.

I’ve been an AT&T customer for over 10 years. My overall experience has been great in every location except when I recently visited the kiosk located in Wasilla Alaska. Based off my last two visits I would have never imagined that was an AT&T store based off the service. The first visit, I went in looking for a case for my phone. I was met at the door and was asked what I needed before I could even enter. Once I was in, I was escorted to the phone cases and was told by the employee to not touch any cases because of covid. I was to tell him what case I wanted to look at and he would pass it to me which didn’t make a lot of sense but I followed along. I did notice I was the only one complying by these “rules” when I looked around and noticed other customers freely grabbing and looking at items on the shelves. Moving on to me next visit. I was working at the time. I called to see if there were any wait times because I wanted to return an item. I was told by the woman who answered the phone there were no wait times and I could come. I arrived five minutes later to be greeted at the door by Adrian who tells me I need to check in and there is a 15 min wait. I explain to him I just called and was told there were no lines. He shrug his shoulders and replied there were other customers in line. I then asked to speak with a manager. A lady came out and stated I spoke with her previously on the phone. I asked how was it possible that in the 5 mins it took me to arrive at the door, 15 minutes worth of people showed up? She then replied “well it happened.” I explained I was working and just needed to return an item. She offered to give me store credit which I didn’t want. I explained that I wanted the transaction refunded to my card and she replied she was in the middle of doing something and couldn’t do that. The overall experience on both occasions lacked the sense of care and superior customer service you would expect from AT&T employees. I believe the control measures in place to fight covid are overkill. The check in process need to get fixed. On my second visit, I waited outside for 10 minutes before I decided to leave being it was 18 degrees outside. I waited in an adjacent store to warm up for another 10 minutes and I never received a call after I checked in. Your stores rely strongly on excellent customer service and you will continue to lose customers, like myself if that service is not offered.