I was in this store on 7/16/18, and because it was close to my home location, my phones were shipped to this location which were convenient. I went in because I received the text that they were there, I got there and was told by the rude little prude, Jerome, that they were not there, I showed him my text, he went back to look again, came back and asked me my name "again" I told him, he said there was nothing back there under my name (mind you he asked me the name of the account which made sense), so he asked me "do you have a first name?", I tried to humor him and said, "yes I was born with one, it was the one I just gave you". He proceeded to tell me that there was not any phones back there. So he went back to the back AGAIN, came back and said, "I see phones with the last name, but not your first name, I see..........., so I said, okay that is me, I did not expect it to be in the nicknames on the account", he said, "okay so what do you want to do?" WTH!!!!! Okay where did the translation get lost? So he goes back to the register, not telling me what he is doing, he proceed with his juvenille comments as unprofessional as he could have been, and then stated, "if the phones are scratched or damaged I can't take them back", okay what made him think that was the reason I was in there, we never discussed it, and at this point he did not pull up the account as of yet. So then I asked him "why are you telling me that", his coworker jumped in to state, "we tell all our customers that", but why would you tell customers that if it did not pertain to their visit in the store. (concerned), So moving forward, I asked him if he had the phones, he said yes, and said, "okay you not showing my your phones, so what are we doing", and it was smug and rude like he was running a deal out the back of the store. So I asked him to go get the phones, he came back with the phones, being a smarta**, I called the customer care line of T-mobile, asked for my phone back that he asked to see, and left out the store to get professional help from the phone rep that placed a report on my behalf and helped me a great deal with my purchase.
Jerome was rude, condescending, unprofessional and lacked knowledge of how to perform tasks because his coworker had to help him with during this pitiful display. He clearly needs to be trained in customer service and listening skills as well as mannerism.
Poor customer service in this store from a couple of prior visits, but this is the worst. I rather drive the distance to get better care than come to this store. Maybe some "mystery shoppers" should be considered. read more
