I recently purchased a new iPhone 15 Pro Max. I believe her name was Madeline (she was in training), was helping me. She was so kind and did an amazing job describing my options. While speaking a man with roller shoes "skated" over. Not very pleasant, more like cocky. He said he was a manager and his name was Tom. I made it clear I did not want to change my plan. I WAS grandfathered into the military one plan and Tom told me since I was grandfathered into the plan it wouldn't change. He also told me I'd get Apple TV for as long as I had a plan with T-Mobile, which I later found out was another lie. Tom told me it would take a while to transfer my items from my old phone to the new one if I wanted to walk around the mall. I left Tom with my phone, phone case and screen protector. When I came to pick up the phone, I asked where my screen protector was. Tom told me he threw it away because it wouldn't fit my phone and was broken. I've had that Zagg screen protector which cost me $60 for 2 years and while it had scratches it still protected my phone screen which was in perfect condition. I was saving it to put on another one of my phones. I saw Madeline go up to him, I'm assuming to talk to him about it, but I heard him say "NO". So I'm out a 60 screen protector which has a lifetime warranty because of a bad decision Tom made. So I get my bill and see my plan charge went from $55 a month to $75, and no this does not include my new phone which is on a separate line under equipment charges. So Tom changed my plan WITHOUT my permission and threw away my lifetime screen protector. I called T-Mobile after realizing this and to say the two representatives I spoke with were appalled that a manager would change my plan without permission is an understatement. The representatives were both so kind and fixed the situation for me. I HIGHLY suggest not going to this store unless you want to get scammed. read more

Walked in waited 30 mins to attempt at activating a phone purchased upstairs at the Apple Store. No sense of leadership or direction. Actually coming to the store to handle actual mobile activation. Need to re check training and customer service. This was a major inconvenience and unacceptable. RSM Aleem khan didn't even offer us water upon entry to the store but did offer it to the other customers. I will ensure this is taken care of at higher level through any chain needed. read more

this T-Mobile in the Altamonte mall needs better trained employee at all times. it feels like they hire people and throw them on the floor with 2 weeks worth of training. I wanted to switch my phone number onto a new phone and add a new number to a phone already on the line. Why did this dude DELETE THE WHOLE E SIM before I was able to transfer ALL OF MY INFORMATION onto the new phone. MIND YOU i asked multiple times to check what phones they have in stock as I did NOT want to proceed with the process if the phone was not available. NO not the case he continued to fill out the tablet. He really sucks and needs to be fired. Not only was I left without a phone he deleted all the 8 years worth of information I had. GREAT THANK YOU SO MUCH. read more

Completely honest and super helpful people. If I have any issues in the future I'll be back.

A manager hardly helped and sent me to two separate stores to return the phone that is not working correctly. DIdn't listen to the fact that other employees were unhelpful/pushed it under the rug. I would stay away and spend your time/money somewhere else. read more

Every time I come to this store I am never disappointed. They have great customer service, are knowledgeable on process and stay up to date on market trends. Some places only want to talk to you if you are buying something and don't want to deal with customer requests. I always feel welcomed and taken care of no matter how complicated the request. read more

Thank you, Joshua! This friendly location can be found in the Altamonte Mall and it is the best I've visited to date. My request was simple - an update to my data plan. Joshua was very professional and quick to advise me on the best course of action. I was in the store maybe 15 minutes and I left a happy T-Mobile customer. That is when you know you're dealing with quality customer service - when you remain faithful to the brand because of the team that supports you. Job well done! read more

Necesitaba un cambio de plan de pre pago a post pago y la manager me atendió con mala actitud, desposta y poco amable, cuestionando mi solicitud.! pésimo servicio, poca amabilidad y mala atención al cliente read more

Walked in to this location and was immediately greeted by friendly faces, store was clean and very organized. I was treated with respect and I Receivedexcellent customer service. Mr. Jody Henriquez What's very knowledgeable, patient and professional . I've been a T-Mobile customer for over 6 years and thanks to Mr. Henriquez I will remain a T-Mobile Customer. read more

Horrible horrible company!! They want to get you to sign a contract tell you you can have all these amenities and you come back to get em but they tell you know be you didn't buy the contract. They're theirs and liars. Don't buy anything from them. read more

My experience with T-Mobile as a company has been an issue since day 1. I was switched to your services after being with AT&T for over 10 years. I was told when converting to your services that once I traded in my old PAID OFF phone, my new phone would be paid for. I got my bill to discover that I was being billed for my phone. I then had to plead my case to a customer service rep (and supply proof of the amount promised to me) only to be told that they applied the credits to my bill instead of paying off the phone I got. Therefore, there was nothing that could be done for me. I later reached out to T-Mobile to inquire about a corporate discount thru my employer. I was told that my employer did offer a 10% discount and a $25 gift card, I just had to wait 90 days (or 3 billing cycles) for it to take effect. Well, after the time elapsed, I checked and was still not receiving my discount. I again reached out to a specialist to inquire about the issue. This time I was told that my employer never offered a discount and that if I wanted the $25 card, I needed to go sign up for it at another website. I signed up and complete the information on the site and have not yet received the card to this day. Most recently I reached out to inquire about the JUMP program that was discussed with me when I enrolled and how it was part of all the ONE plans. I wanted to find out how I could utilize it to preorder the new iPhoneX starting on Friday. The first specialist I spoke with told me she could not even look at my account as she did not have access to that info and that I would need to call another phone number to obtain the info. Well, by this point in my experiences with T-Mobile I was more than aware that that information was straight up fake news. I disconnected with that specialist and reconnected with another who was more than happy to find out if I was able to take advantage of the program. After a few moments he replied back to let me know that the JUMP enrollment was not added to my plan and that before I could upgrade my phone, I would need to pay it off. Imagine my frustration to find out all this time I've been waiting to preorder was all in vain. Not to mention the fact that I was promised my phone would be paid off in the first place. Needless to say, my experience has been less than enjoyable with T-Mobile and I'm honestly wishing I would've stayed with AT&T. I can assure you that once my commitment with T-Mobile has been fulfilled, I will be switching my services. I guess if a customer loves to be lied to and deceived by another greedy corporation, then your services are right for them. read more