Long time customer, very disappointed in the svcs received when taking advantage of the free phone offer on the app. I went to the store and was lied to about the plan & products. I have worked at MCI, Verizon, Sprint, Dish Network, and old Qwest and in telecommunications over 25 years, including QA mgr in Telecom and have never seen such egregious lying. Terrible experience at store on Iliff & Buckley in Aurora, CO. Lies on top of lies. Mgmt needs to be replaced. read more

If I could give zero stars I totally would. I stopped in one afternoon to speak to a rep about upgrading my phone. I waiting in line for about 20-30 minutes and got the rep named London. He told me I would get an $800 credit for trading in my iPhone 11 to get a new iPhone 14 pro. I went forward with it and he proceeded to do the process on his iPad. He was having all kinds of issues entering information and submitting it. He had to ask another guy named Jesus next to him for help several times. It honestly seemed like he had no clue what he was doing or could care less about his meh attitude. After all paperwork was processed he said I would get the new phone in the mail along with a prepaid mailing label to send back my old phone. Easy enough. I got home and received a text message stating I would receive credit of $113 or something back from my trade in. I immediately went back down to the store. London was no where in site but I saw Jesus. I asked him why it said $100 something instead of the $800 that London told me. Jesus said that is the promotional value and assured me that I would get the $800 credit for my trade in. WRONG! A few days later I get my new phone in the mail. There is no return label to send it back. So back down to the store I go and see Jesus again. I asked if I could give them the phone since they never sent me a shipping label. He kind of hemmed and haaaed a bit and then said he couldn't do that, only a manager could for whatever reason. He did however print me a prepaid shipping label to send my phone back. I asked him again that if I send it back I will get the $800 credit. He said of course. (I have had problems with rebates in the past with T-mobile so I always be sure to get a clear understanding of what the process is and what is expected). I went home and shipped out my old phone. Almost 2 weeks later I get a text from T-mobile telling me the deadline to send my phone in was a few days away. I started to panic thinking maybe it got lost. Literally the next day I got message saying they received my phone for trade in. I thought all was good until my mom called me to tell me that our phone bill was negative. I logged in to the T-mobile site expecting an $800 credit, but instead saw the $100 something credit. It also said I have 24 payments still needed to pay off my $1000 phone. I sent a message to T-mobile about this and got a rep to finally go through everything with me. Ready for this? There was NO $800 credit in the first place. It didn't even exist!! That guy London made it up and totally lied to me to get me to upgrade my phone. I have been with T-mobile since they were Voicestream over 20 years ago so I lost it. I told them that I wasn't paying it and that I was leaving T-mobile. the rep, Martin, was very nice and super helpful. He ended up honoring the lie that London stated and cleared up everything on my account. I am so grateful he was able to help me and they keep a family plan acccount that has been with them forever. This review is for this location only. Not T-mobile as a whole by any means. Next time I need something from a store location, I will be visiting a different location. read more

Porting over a phone (TO T-mobile) is a breeze on the T-Mobile side. Coming from Xfinity, we'd drop calls or the conversation would become indistinguishable most of the time. No so with T-Mobile. I can stay in the place I made the call from!!! No more walking to the front window or out on the back deck. Even with the new SIM & port out PIN code, Xfinity took a week to move one of their phones to T-mobile. I was dealing with corporate in Philly and numerous engineers to get the transfer complete. T-Mobile did what they could, but their hands were tied. (Xfinity just needed to step up here.) We're on the 55+ plan & 50 GB data/person, unlimited talk & text is the new normal. Reason I didn't give T-Mobile 5 stars? Noontime at the Buckley & Quincy location...12 customers & 2 folks working the floor...come on, do some hiring! read more

Paula spent a solid 45 minutes helping me figure out how to set up my daughters tablet. I was getting frustrated trying on my own and when I went back to the store she didn't make me feel stupid. Instead she searched how to fix the issue and troubleshooted until she fixed it. Great customer service! read more

Do not get your services from this office. My wife and I went there to get new service a few weeks ago because its the closest location to our home. We clearly requested a magent FAMILY plan for the 2 of us and they gave us 2 separate individual plans instead jumping our bill from the $130 they promised to $150. Then they added a service we did not request. They added a $15 calls and texts IN MEXICO plan that we did not requested nor need since we barely ever travel to Denver. That spiked our bill up to $165. So we went to another store and the guys working there told us these people do this (add stuff to your account without your permission and knowledge) so they can get paid more money as comission. We were very disappointed. So, we went back to the store and they apologized for the mistake and told us they fixed it. We went back home and it had not been fixed. They lied to us. They even showed us a fake receipt. Thankfully, we called corporate and they were able to fix it for us. read more

I am not a T-mobile customer but I had to go in to the store front to remedy an issue with an account that was opened in my name. Both the gentlemen there we kind, courteous and patient. Osman is pretty much my hero and was able to get everything fixed, even though the customer care center was being ridiculous. I'm not sure if I will ever switch to T-mobile but if I do, I will definitely visit that store again. The store is clean, well organized, and easy to navigate. The music was not too loud and quite catchy. I can't thank Osman and the rest of the team enough for helping me today. Keep up the great work! read more

I like how upfront they are and they were polite and patient with me. They answered all my questions to the best of their ability and went out of their way to give me the best possible customer service. I was there for over an hour and a little past closing time and they still had smiles on their faces when I left. read more

I've stopped in this location for several years now always had great service and the employees are always willing to go out of their way to help me save a little extra money. They help me fix my mom's phone after she downloaded a bad application. And for the lady who left the one starting up clearly she was doing something wrong to the phone to have 3 screen protectors not stay on I have the Galaxy S8 and I've had it for 3 or 4 months now and my Screen protector is still on just fine. read more

I was upgrading my phone and that part went smoothly. But when I went to finalize my purchase and have them transfer everything. The salesman brought out an Apple Watch which I did not want and pretty much just threw it on the bill. I told him to take it off. All I wanted was the phone. He did not tell me how much it was going to be added to my bill every month. He did not give me a receipt. He did not tell me how to transfer anything. He assured me the transfer was easy. It was not. I had to call customer service to figure out how to switch the SIM cards. He just basically handed me the new phone and was like you're all set now go away. All he cared about was up selling me and getting me out. I am happy with my phone but extremely disappointed with my service. I checked the T-Mobile website and it still says my old phone is registered. I hope my account is accurate. read more

I originally purchased a Samsung 8 Edge at this location several weeks ago, when we switched from Sprint to TMobile. At that time, I also purchased a screen protector for $25. An employee applied the screen protector to my phone. The protector eventually slipped on the phone screen and did not adhere so,on Sept. 2, 2017, I went back to the store to get a replacement, which was not a problem at all. Again, an employee applied the protector to my phone. And again, the protector slipped. Today, Sept. 11, I went to the store to see what could be done. An employee helped me (Julian), but he did not have the authority to give a refund, so I asked him to get the manager (Kevin). Kevin came out and told me that I could not have a refund, and at this point I was skeptical about getting another protector. I told Kevin I was not leaving without either a refund or a protector. Now, that is stern thing to say, so I said it as pleasantly as I could. Kevin responded by saying I was being disrespectful to him! He did end up giving me a protector, but refused to apply it to the phone. At this point I left and called TMobile. After speaking with the representative, he agreed that manager had not handled things correctly. Since I was still in the shopping center, I kept the rep on the phone and went back to the store to speak with Kevin, the manager. After they spoke, the rep changed his mind, and said there was nothing he could do. I could not have a refund, nor would an employee be able to apply the protector to my phone! Then I left and went to another TMobile store...and the employee there took the protector I had been given, applied it, and apologized. She also told me that the store I had visited was not a corporate store, as theirs was. She told me to file a complaint with TMobile. I did as she suggested, and was able to file a formal complaint against this store. (I was also able to obtain a refund for the screen protector on my son's phone, which was also defective and slipped off his Samsung 8 Edge.) This employee also gave me some advice, saying I should wait a while before putting my phone cover back on, to let the protector have a better chance of adhering. Another note: While at the original store, I saw the man who had applied the protector on Sept. 2, whose name was Mohamad. The three employees there told me that Mohamad was actually not the man who applied the protector - they said Mohamad's cousin, named Mohamed, actually applied it. They explained that the cousins HAD THE SAME NAME (except for the a/e) AND LOOKED EXACTLY THE SAME. This seemed really odd to me, and I wondered if they were messing with my head...but I suppose it's possible. In any case, TMobile online was great...this particular store, not so much. The manager, Kevin, could use some education in customer service. And if there really are two Mohama/ed's who are cousins and look exactly alike, I am sorry for the above remark. read more

The customer service at this store is off the chain! Super friendly and really knowledgeable people work there. This old lady (me) was really pleased! read more

Went in on a Tuesday evening to get a new phone. They apologized for the wait. But we left after about 15-20 min. So we went back on Friday night and they had us out in about 10 minutes. Thank you Julian for the excellent customer service!! read more

My wife and I walked into this T-Mobile on a Monday morning and were greeted by both employees, who were helping the customers, as we walked in. We were interested in a new plan, needed one phone, adding an existing phone and had lots of questions. Several customers were ahead of us. We were helped by Vanessa after a few minutes. Vanessa, we found, is the definition of multitasking. She was kind of fun to watch as she effortlessly helped three different customers at the same time-us included. I don't normally write reviews but when I see customer service like this, I can't let it go unnoticed. Needless to say we are now T-Mobile customers. read more