I went to this store today to change my plan to the $30 plan as I got a phone through the ACP program a month ago. At that time I had to enroll in their most expensive plan. I went to an agent who was currently not serving a customer and he told me that I had to be served by the agent who had helped me a month ago. He told me to wait FIVE MINTES because that agent was on the phone with another customer. Fifteen minutes later,the agent was still on the phone. I noticed another agent emptying trash. I asked him if he was available to help me. He said yes. But when I told him what I wanted, he ALSO told me that the only agent who could help me was the one who was STILL on the phone! I sat there another 15 minutes while both agents served several other people and MY agent was STILL on the phone! I kept loudly complaining about the excessive wait time, so finally one of the two agents that was NOT ON A PHONE CALL told me he could help me. He switched me over to the cheaper plan, as he COULD HAVE DONE 15 minutes earlier! My opinion is that when an agent finds out that you are not there to purchase a new plan or a new phone, they simply refuse to help you until they absolutely have no other recourse--the agent who sold you the plan is NOT available within a reasonable amount of time. And 30 MINUTES WAIT TIME when there are TWO available agents is NOT REASONABLE! read more

Move two lines from another company and a girl helped me in the whole process. She moved my contacts, pictures placed screen protectors, etc. Due I wanted something very specific requirements it was a kind of difficult and tedious transaction but she helped me and my wife for about 2 hours in a very patient way. I recommend this place. By the way, I am paying $80.00 for two lines, one of them unlimited 4GLTE with a hotspot. It is a deal! read more

The service at this store is GOD-Awful!! Absolutely pathetic! I went in to purchase 2 phones, paid $85 in cash and was going to pay the balance with my turbo tax refund card. Reason unknown, the card was declined despite showing a $1100 available balance. The little girl at the counter refused to give me my cash back even though I was leaving peacefully with NO PRODUCT. I had to call the Garland PD non emergency line and have a police officer come and meet me at the store. The little brat at the counter should have taken my payment prior to activating the phones, sorry but it makes no sense. Then she stood there insulting me. I had offered to return the next day to pay and pick up the phones and she told me no. Then after the whole thing asked me to come back and buy them the next day....Helll no! As a result I'll never do business with them again. I'm cutting my current services immediately and going to a different phone company. Should never have occurred, I have never in my life been treated so poorly by any other company than Metro PCS. read more

Horrible! service sucks at this store! I purchased a brand spanking new phone and 5 months later I have a series of replacements that each have turned out to be bad! The METROPCS corporate store employee told me that the Castle store should NOT have sold this phone and should have been more honest about the reviews and returns of this phone type. Now ... I still have a defective phone from METROPCS and I was told today that there is nothing anyone can do for me. So .... I guess I'm suppose to buy another new phone? read more