Worst experience ever. The manager of the store nor staff is knowledgeable. They can not help you activate replacement phones, they actually had no Samsung phones for sale in the store, they do not know how to ID verify you, so you can activate or transfer a number. Just don't do it!! You will regret it. read more

T mobile is a rip off. I had my service cut off twice, after I made arrangements to make 2 Separate payments. It is difficult to get hold of a customer service rep to talk too. If they are able to help you, over the phone, you get charged $10. I am switching back to Xfinity. read more

If you are desperate for a phone please try to go anywhere else. My phone was water damaged and unfortunately, this was the closest TMobile. I called ahead, explained the situation and told them which phone I needed. I was advised there would be no issue and that they had plenty in stock. My husband and I arrived a few hours later and the employees were too busy standing around the store or hanging out in the back room to acknowledge us for about 10 minutes. After we were finally asked what we needed, the employee told us we would need to pay a deposit in cash. We said we shouldn't even have a deposit for our account but accepted this. When he returned after several minutes, we were told that we would be required to buy two accessories in order to get the phone. We expressed how ridiculous this was and asked to speak to a supervisor. We were told that none worked onsite and were advised to call the out of state number on the wall. No one answered or called back. We left without the phone and got a relative to pick one up on their way to the Keys. None of these "requirements" occurred at the other store. We called the TMobile corporate number and they expressed that none of this should have occurred. We had no required deposit and there was not a requirement to purchase anything else. Needless to say, this was an attempt to scam us in a desperate situation. I do not know if this scam was coming from "management" or the employees but regardless, these are disgusting business practices and I'm sure others have fallen victim. Unfortunately, this is the only TMobile in the Keys so they probably get away with this all the time. If you can help it, please go elsewhere! read more

Cant properly put in the words how rough my experience was with this store. If I was on the show Undercover Boss the only person I wouldn't replace would be the employer who didn't speak. My phone was stolen while on vacation in key west and my PIN number wasn't working with the insurance company. T-Mobile customer service said any T-Mobile store can reset my pin. The manager/employee there wouldn't lift a finger to help me. I understand in some situations they cannot do much but they blew me off and while I was speaking with the insurance company inside the store the manager told me to "get in or get out" because I was raising the customer counter sensor standing in the area I was in. There's no seating for me to sit on in the entire store so I couldn't go anywhere. Needless to say I left and went to ATT&T and changed service providers. read more

I've been to a plethora of T-mobile stores and have received excellent to at-least good service. This store is unique in a not so good way. When visited I politely asked the T-Mobile representative if they the new IPhone 11 in stock, he said no they didn't. I told the rep that I called an hour ago and asked if they had the phone in stock & the rep said they did, I then asked if he could verify inventory, he checked & said they do have 3 in stock. I've visited this store twice, both times I visited I felt like I was interrupting the T-mobile reps social hour and social media binge. read more

I had the absolute worst experience in my life at this store. First they had a very young man with no knowledge of the products in the store which was pretty frustrating to begin with but little to my knowledge the manager was 2 ft away when I started asking questions about different things on my over $1,000 purchase I was blown off or just pushed away like I was taking too much time when I complained I received ridicule when I got even a little more upset and ask for the manager then I realized he was standing right there and he looked at me with a smug look and said I was right there I heard everything I said would you like to leave so I left call T-Mobile and will never ever ever return to that store until management changes just because you own a business doesn't mean you beat you're able to treat people any way you choose well that's all I have to say horrible customer service goodbye I enter my picture just so you know who I am read more

I had 6 phones switched from sprint to T-Mobile at that store. They were incredibly helpful, very competent, and arranged the transfer even though it occurred in three different areas. I would highly recommend them. read more

Unbelievably incompetent employees that cannot fix a T-Mobile purchased phone. This is not a company store and all they do is sell phones.

Surly and rude. I could accept the uncooperative attitude and the feeling that, despite being the only customer in the store I was somehow interrupting them, what really got to me was that after having called to ensure they had the phone I wanted to buy in stock, and being assured that they did, once I arrived (one hour later) they were out of stock. Not one word of apology. I feel bad for those who have to deal with these folks. read more

Joined T-moble last month.I tried to update software on my iPhone 6+ during whichI lost wifi.My phone shout down and I was in a pickle.I walked in to Tmoble and they were exceptional.They reloaded the software on an labtop that was brought in for myself and another customer.I was able to pick up my phone a few hours later working perfectly. Thank you Tech support at T-Moble.Will highly recommended to everyone your 5 star service! You Rock! Best Regards, Patti Davis read more

Great service and friendly staff! So happy to have a T-Mobile store in Key West.

My buddy's phone took a crap while on vacation. The T-Mobile rep Chris saved us big time!!!!! Awesome customer service. Much better than Verizon which is who I'm with.... read more