I almost never write reviews, but Ms. Joanna M. absolutely deserves this one! I believe she is the new manager, and she gave me the best customer service experience I've had with a phone store in over 20 years. After five or six years with my old iPhone 12 Pro Max, I finally had to replace it. I walked in around 7:00 PM after a very long workday, expecting the process to be stressful and frustrating. Instead, Joanna was incredibly kind, patient, professional, knowledgeable, and technically savvy. She listened to what I needed, found me the best deal she could, explained everything clearly, and transferred all of my information to my new phone without any delays, excuses, or roadblocks. She made the entire experience easy and genuinely enjoyable. My work now depends heavily on my phone, so having everything working properly is extremely important to me. Joanna understood that and made sure I was completely taken care of before I left. Joanna is an absolute asset to your company. I hope management knows how special she is. Thank you, Joanna, for turning what I expected to be a stressful evening into such a wonderful experience! Thank you, Victoria! read more

No wonder why they got bad reviews. Bad customer service like really.... as soon I walk in alrdy felt the bad vibe not that but this the first store don't check id! All I want is to return my trade in phone in store but that girl Kc and the manager say no I can't. Why if other store does it! Not my first time doing this every 2 years. Manager say I am welcome to go to another store... wow no customer should be rejected for help with his bad attitude! What the different in that store and another store? Being pregnant too and get treated so bad got me feeling so sad! Do not come here read more

The manager at this T-Mobile location treated me poorly and claimed that the screen protector replacement service is free; in reality, it is a service the customer purchases along with the warranty-backed protector. This means that whenever it breaks and needs replacing, they are obligated to handle the replacement properly, since you paid for that service. This individual needs customer service training; he fails to set a good example for the other employees, who perform their jobs courteously. read more

T-Mobile Authorized Retailer - Tienda - Mobile Phones Near Me - Katy, Texas

Do not buy anything from this store, the service is terrible, the wait is awful, the arrival order is uncontrolled and after waiting for 1 hour they tell you they are busy and you should call t-mobile and if they don't solve it, come back another day, this needs to be spread so people understand that they don't deserve to have this store since they don't attend to customers properly. read more

DO NOT BUY FROM THIS STORE T-Mobile (Retail Store) 890 S Mason Rd, D, Katy, TX 77450 Went to T-Mobile to replace a lost phone, I have 2 phones on the 55 plus Magenta plan paying a total monthly payment of 94.17 which includes 14.17 for Netflix. After explaining to the incompetent salesman, he looked into his tablet and started writing stuff down, after 5 minutes of no further discussion, he took his tablet over to (I believe to be) the managers desk, and had a quiet conversation with him. The manager nodded his approval to their discussion, and the sales guy came back saying the best deal he can offer is - A new IPhone 15 - Another line - A free Apple watch For a total of 159.17 per month, but the manager approved the discounted rate of 140.00 Unbelievable !! He added that the Magenta plan was no longer available. I said I don't need another line, I only have 2 phones I don't want an Apple watch He said the third line is free and so is the watch I asked if the 140 per month would reduce after the cost of the phone had been met, he said no that would be the new permanent monthly payment. "What would I do with a third line?" I asked. Reply was "you don't have to use it and it is free" So to get this right, they offered a new phone, a useless third line and a Watch I don't want for an increase of almost 50% per month forever, when all I want is to replace a lost phone. I said that I would go to Verizon or T-Mobile online because I know that I could buy a phone, pay a deposit and activation fee and pay a set amount for 2 years and the phone would be paid off. He said they just charge the same as his quote. This guy just downright lied and appears to want to scam customers. I went on line, purchased a new phone, paid $106 upfront and pay $35 per month until paid off. No change to my plan. I also read an article concerning Apple Watches. Apparently there are 10 models that are no longer supported. watchOS 27 drops support for 10 models. I guess this is why they wanted to give me one, to get rid of expired stock These people are unethical and should not be in business read more

Crazy how I rated this place 5 stars and now it's a 1 only because I guy who's name I can't remember was nice and listened to me vent about the frustrations I've had with this place. Long story short was promised a plan and rebate when getting a new phone even though I was good with my old plan. This was in February and it's July now and I still haven't received what I was promised. Now I'm over paying on my bill about $15 a month just for the plan, haven't received but one payment of $20 for my supposed $400 old phone which should be $20 a month but it's been 3 or 4 months with no payment, and the initial months payment of the new plan was over $100 when I switched and have yet to be reimbursed. I've been ghosted by the associate who was supposed to help and now I'm this close to switching providers after being with Tmobile for over 5 years. Stay away from this place like most of the others have said read more

I waited over 30 minutes to be waited on initially upon entering the store. In order to remedy the problem, the store associate had to call the t moble corporate line. The corporate personnel would not let the associate at the Mason store assist me because I had a temporary DL. What a joke. they know me well enough to take the money directly from my account? if you get my drift. The manager finally came over to assist. When I thought I was making headway the manager pulled the associate from me for a customer who just entered the store. They left me in the seat for 2 hours. I am updated , but I still do not have the problems resolved. I left. Poorly managed and customer service is a big fat "0". read more

do not use t-mobile awful customer service do not know what they are talking about. their answer to everything is go to a repair shop read more

Visited the store Thursday to review rate plans for a possible upgrade. Gentleman was very helpful and let me know these offers don't last. Knowing this I took some time to think about it and went in Saturday, two days later, with the same sheet he wrote the offers on. I told a different gentleman I want this offer and pointed to the paper his co-worker gave me. He said no problem and proceeded to place my order. It wasn't until he completed my pan and started to upgrade my wife's plan when I seen the monthly payment was NOT what was on the paper. Thankfully I seen this and put a stop to it. After another 45-50 minutes we determined the offer was no longer available and there would be a rate increase. The new gentleman I was dealing with took it upon himself to upgrade our plan and wasn't until I asked him what the monthly payment would be that I realized it was more than what was on the paper AGAIN. At this point I realized no one is paying attention to our needs so we stopped everything, but not before spending another 15 minutes cancelling the order the first guy made. All of this to say, if you're doing anything other than getting a new screen protector DO NOT go to this store. Their ability to care or listen to your needs is nonexistent. Wonder how Infinities customer service is? And the manager didn't seem to give two....about our problem. She was there the whole time and new the situation. She listened to our complaint and simply said sorry. No solution to our problem, just sorry. T-Mobile needs to work on their customer service training. read more

terrible customer service. brand new phone that is not working and I'm told to go to a repair shop! awful read more

T mobile reps are trained to lie to customers. Their motto is tell them what they want to hear and move on to the next customer. Never trust them. read more

Tyler and Errol - they have it going on!! Knowledge, Customer Service and Patience! I brought in my 85-year-old mother with lots of questions for them and they helped her with one thing after another! I wish I could take them home with us. Really appreciate all their assistance. read more

Worst experience ever. I only wish I read the review by Billy M BEFORE switching over from AT&T. Don't remember the name of the rep that helped me, but he made assured us of multiple "promos" that turned out to be straight up lies. We intended to move 4 lines over to T-mobile and was given a quote of what our total monthly bill would be. 1 month later the first bill is auto-deducted from my checking account and it's $55 higher than what was promised. On top of that, I am being charged for 7 lines! I've now spent countless hours between customer care and going back to the retail store and keep getting deferred to the other. Now I have to pay another $145 to cancel the 3 lines I never wanted in the first place. DO NOT GO TO THIS LOCATION!!! read more

This place treated me amazingly and Rikka the store manager was awesome. She got me a good deal with a trade in and had excellent service! She has top notch customer service and it was extremely appreciative. read more

We were in and out. They were extremely helpful and got us what we were looking for. Very helpful. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Katy, Texas

I cannot recommend this store and have serious ethical concerns over their business practices. I changed my cellphone provider to T-Mobile at this store. Long story short in addition to my new cellphone I was also handed a (free) SyncUP Drive for my car. When I received my first bill a few weeks later it was considerably higher than what I was told at the purchase. Amongst other things, there was an additional line charge of $20 monthly. The online customer service department was helpful in deleting some of the charges but sent me back to this store. At this point more than 14 days had passed and the store declined to take back the device pointing me to online customer service. When I spoke with them they pointed me back to the store. When I went back to the store, I calmly explained the dilemma. I was told that there was nothing they could do. They explained that my bill should be ok now and showed me this on their screen. This contradicts what the online customer service said. In any case, while the online reps were polite and seemed genuinely concerned and invested in helping me, the personnel at this store has not even apologized for all the stress they have originated. I am extremely disappointed and find that this experience reflects poorly on the entire T-Mobile family! read more

Absolutely terrible service! DO NOT GO HERE TO PURCHASE A PHONE. Maria needs to get fired. She raised her voice and yelled at my in laws because they were just trying to ask for clarification regarding the activation fee and monthly payments for the phone. After yelling at us she then told us the phone was out of stock. There is no patience and customer service at this location. It is unfortunate that the manager was right next to Maria and didn't rectify the situation or offer an apology. We were in and out of the T-Mobile store on fry rd with a new phone in five minutes. GO TO THE T MOBILE STORE ON FRY ROAD NEXT TO BEST BUY. It is worth the drive. read more

I'm a new T-Mobile customer and my two visits at this store have great. Both Rikka and Bilal have been fantastic and provided great customer service and been able to help me when support by phone couldn't. read more

Absolutely the worst! Seyed totally screwed me on my bill. I've been dealing with this for MONTHS! We set up a 4 line plan and I was charged for 7 lines for months. Trying to get this taken off and reimbursed for HIS mistake has taken so much of my time and money. I was told free phones and am being charged for them. Extra crap was added that I had refused. He needs to be fired. read more

We've been T-Mobile customers for almost 20 years. Earlier this week, I realized my old LG 4G phone just wasn't going to cut it any longer. We went to our favorite T-Mobile shop around the corner and ordered a new Nord N300 (my husband already has the N200). It was shipped to the house quickly and we took it up to have the sim and SD cards transfered to the new phone. All the employees were great but Syed was helping us and was wonderful. He and my husband chatted about cars while we waited for the phone to do its thing. I love my new phone and wondered why I waited so long to get 5G. I highly recommend the T-Mobile on South Mason. they are great, friendly, and knowledgable. read more

To my surprise and pleasure, my wife and I were helped by Lux at the T-mobile store. Not only was she very helpful and knowledgeable about the products and contracts, she was just genuinely nice and friendly which is hard to come by these days. Long story short, We left with new phones and watches and an extra line for the restaurant we will soon be starting. The experience was positive and I just wanted to give Luz a shoutout for the great customer service. read more

We just switched over and are very pleased with the service we received and happy to be with T-Mobile now!

They say they're working on social distancing but take forever to answer the phone. On a weekday during the afternoon you'd think they would pick up. But I almost had to leave my house unnecessarily just for a quick question. Answer the phone if you work at a phone company. Simple. read more

I 'm very done with t-mobile. I'm trying to switch over and get the iphone 14 deal, and the salespeople said i qualified for it. First, they sent out the wrong phone! That dilemma took 2 weeks receiving the wrong phone and sending it back. The day before i received the phone i orde (i've waited 3 WEEKS for it) they tell me i didn't qualify for it. Seriously?! They even sent the phone out. Please double check before you get people's hopes up!! So much time wasted on waiting for this phone. read more

The worst experience!!! The employees at this store are son unprofessional! They don't help me and anything and I'm trying to canceled my account! Last week I came to the store in the morning and in the afternoon! I came again on Monday and they were very unprofessional! I believe that they don't have any idea about customer services is! read more

Came in and right away had a sales associate by the name of Kelly come up to me with such great enthusiasm really made my shopping experience wonderful and answered all the questions I had about my phone she was so wonderful to come across definitely will be coming back and asking for Kelly ! read more

My experience with this particular location compelled me to write my first review ever! I came into the store to add a phone. The whole process which included buying and activating the phone took no more than 30 minutes, thanks to Veronica who even took the time to switch my plan to get cheaper rates. I found the store clean and spacious. We were greeted promptly and warmly. Kudos to the management and staff of this location. read more

Worst customer service, whatever you do stay away from this location. Horrible Manager, and rude employees.

No one acknowledged for about 15 or so minutes. Wasn't even greeted by anyone as I walked in the door. Customer service sucks over here :/

I just stood in this location for 10-15 minutes without even being acknowledged. There were 3 employees in the main area and only 3 customers including me. (They could have said "hello" or "we'll be right with you" or something) After said 10 minutes one of the employees who finished tending to another customer jumped on what seemed to be a personal call while I still stood there with my baby in tow wondering if they wanted my business. I left and will be trying another tmobile location. No eye contact...nothing. read more

Sales worker sucks. He doesnt and didn't help. He knew none of the questions I asked.

Richard helped me and my daughter with several issues that other stores tried to resolve. This store is clean bright and the staff was experienced. No wait time and we were out fast! Try this store. I highly recommend Richard. read more