I wanted to do a review because of the low stars. I worked with DJ and Colten and their customer service was top notch. They both were professional and courteous. Answered all of our questions. Recommended a great phone to upgrade to. I just got back from having them remove my SIM card from the old phone so I can ship it out for credit towards our bill and thought to check out Yelp. I don't do too many reviews but thought they deserved to be recognized for their outstanding customer service. (The last few times at another carriers store before we switched I had to return multiple times for issues) All in all a good experience. read more

I came in to drop off my trade-in devices and Jes told me that I wasn't allowed to even though the app tells me I can. She continued to argue with me throughout my entire visit. then she proceeds to tell me that I can trade in the devices but I'm only going to receive one trade-in credit. I grabbed my devices and left and immediately called tmobile who told me that everything Jes said was incorrect and they recommended I go to a different store to complete my trade in even though Jes said every store would give me the same information. would never come here again. read more

Purchased the wifi access point to better my wifi for my home about 2 days ago. The person who sold me it told me it would be super simple to connect to my existing router and I just needed to reset it and follow the steps. I reset it multiple times and never got the option to add the access point. I then tried all the things that the "AI" representative told me and still nothing worked. I then sat on hold for an hour trying to get a hold of customer care and nope no answer from anyone. I then went into the store 2 days after purchasing it with the access point with me and told them I just want to cancel it in general bc Its not worth my time to deal with that and they told me "we can't do that. You have to with customer care"... Very disappointed. Also there was no manager in store or anyone of actual assistance. I wouldn't recommend this store to anyone. I'll be back to speak with a manager read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Mesa, Arizona

Horrible horrible customer service!! Reps don't know what they are doing. He was asking what plans we have and we said we don't know. And he kept asking us and we were confused why he couldn't look it up on the iPad. Then he offered us a promotion but took it away because he said he didn't realize we didnt have phone line with them only home internet. Then he kept comparing how he used to work at Verizon and that if we go to Verizon it would be more expensive. Another lady rep came to help but she just ended up making excuses for him instead of helping us. What happened to customer service? We left and went to Verizon which turned out to be much cheaper. Glad we did. I would not recommend this T-Mobile location to anyone. read more

Went in to try to purchase a new phone due to mine being damaged in a spill. Staff were super unhelpful and pushy. Kept trying to get me to add a new line or upgrade my plan to get a new phone on a promotion. Told them I wanted to just finance an older model and they kept being shady and not telling me the price. They then told me I couldn't finance a phone unless I did a promotion. Said they don't sell phones outright in store and only deal with promotion deals. Thomas was super unprofessional, rude, and pushy. read more

If you are wanting a new phone just download the t-life app and go to a regular T-Mobile store because at this store all they can do is add a line or be super pushy about their current promotions. I was here for 55 minutes and walked out with nothing but a headache from how many times the gentleman tried to convince me to add a new line. read more

Best service I've ever gotten at a phone store! The staff there were very knowledgeable and got me a great deal! I highly recommend this location! read more

I have seriously never had better customer service at a phone store like I did today. I came in needing to swap my phone out, but then I actually had to file a claim. I was a bit confused on how to do that but David was so knowledgeable and offered to help me file the claim. I had my 10 month old daughter with me who was all over the place, so I really appreciated the help that I received from David. The process was fast and smooth. Will definitely be coming back to this location on Stapley and McKellips. 100% on customer service today ! read more

Horrible place they try to sell you products you dont want and when your not looking they add it to your bill ( i bought an iPhone From there and they put in a usb-c power adaptor after I asked if that's going to be free if not I don't want it( Alex the employee there said that all the adapters come Free I then left the store T-Mobile and saw that I got charged for it on my receipt I'm pissed off they lied to me this happened on 11/24/23 Always check your receipts before leaving T-Mobile because they need to make sales there and try to sneak in extra items on your bill (Zero stars ) read more

I went in 3 times the past week and each time the employees there tell me that the system is down. Also is T-Mobile not Sprint? The employees there are saying that they can't help me there if my plan is with Sprint. I am so confused. Can someone clarify and if the system-is down why pay them to sit around? I recommend maybe just a different location. read more

TLDR: An associate told me I qualified for a promotion so I traded in a phone and opened a new line of service. Now they are refusing to honor promotion. Don't do business in the store, because there are no records of what was said. If something goes wrong you are out of luck. I went in to this store in December because of a promotion. I added a new line of service to my existing account and traded in a phone. I was told that I would get a $450 credit for that phone, but it would take several months for that to be reflected on my bill. I realized that I had never gotten this credit (roughly $18 a month) so I called in. They tell me that my plan doesn't qualify, but if I go in to the store a store manager can call them. So I do. Which comes out the same. Upgrade to a newer, more expensive plan which downgrades my mobile hotspot, or I don't get the promotion. Now that they took my phone. Now that I've been paying on a new line for five months. Turns out their 'promotion' has now cost me about $200 additional. Thanks T-Mobile. read more

I would give negative stars if it were possible. The manager was incompetent, rude, and unprofessional. Another team member named Phil was absolutely disgusting and argumentative when it WAS THEIR MISTAKE!! We had to go back to the store 3 times! Completely unacceptable, and repulsive behavior. read more

The District Manager is at blame here, and the Store Manager. This store only has 3 employees. The manager, may know what he is doing, but the other two employees don't have a clue about what they are doing. Honestly, neither of them should work on their own. On 12/19/19, my husband and I went in to upgrade to new phones. We both had newly paid off iPhone x 64 gray phones to trade in for $245.00. The most inexperienced employee helped us. He rang us up and everything seems smooth. However, 30 mins after leaving the store my husband's OP 7T Pro 5G MCL256G Black Kit stopped working. We headed back to the store. The employees could not fix it. The decision was made to "Post Void" the transaction and re-ring my phone up. After re-ringing up my phone they could not seem to get the computer to give me the "trade in credit" for my phone. They could not figure it out. Also, I did not "sign" or electronically "sign" anything while I was there. They wanted me to pay $181 and some odd sense. This didn't make sense to me since I was buying the iPhone 11 Pro Max 64G for $1099.99 and I was getting a $245 trade in. If you calculate that out, that should have covered the roughly $90.00 in tax, and put money towards the phone. I shouldn't have "had to pay" anything. The employees didn't know what to do other than to tell me to come in when the manager was there. We were leaving on a 6 day trip the following morning so we decided to come back when we got back when the manager was there. We told the two people helping us this. I logged into my account online when I was home and saw that we had a "pending trade in" for $3.20, that is the Bill Credit amount on the receipt I receive. It also had my husband's phone associated with the $3.20 credit. So we head back in to the store on 12/26/19. The manager calls someone. The person asks him why the credit wasn't removed on 12/19/19. The manager mumbled something into the phone I couldn't hear. After getting off the phone he stated we had to wait until 01/01/20, to do it because that was when the "credit would come off" Well, today 01/01/20, I logged into the account so that I could just upgrade through the website or 611. Well, the credit was STILL there. I called customer care. After waiting an hour to talk to the person and 30 mins talking to the person it was deemed my issue needed to be escalated to a manager. It took an additional hour and half for the escalated manager to call me back. After hours and hours of my life I have decided to switch services. I loved T-mobile but I don't anymore. I am beginning to think that it is easier to just switch cellphone services every two years instead of sticking with the same place. For Management: TRAIN YOUR EMPLOYEES BETTER. DON'T LEAVE NEW EMPLOYEES ALONE TO FEND FOR THEMSELVES. GET SOME MORE EMPLOYEES AT THE STAPLY STORE ASAP. The guys at the store are nice but just not knowledgeable. Maybe if you had one phone to trade in for one upgrade they MIGHT be able to handle it. I think people have trained them to sign new customers up but not take care of their existing customers. Sad, read more

T-Mobile Authorized Retailer - This photo was taken on 12/19/19 in the 30 mins I had the iPhone 11 Pro Max in my possession. Sad to say I will now be going somewhere else - Mobile Phones Near Me - Mesa, Arizona

Don't let the OLD negative reviews stop you from coming in . David and his partner are doing things right. It was slow when I arrived but shorty after two big families walked in , while David was on the phone dealing with T-Mobiles corporate end to switch me from prepaid to postpaid and get me their Wi-Fi box , his partner was able to take care of the families who just walked in . I came in exclusively for just the Wi-Fi but David walked me through the options of their postpaid deals and now I pay the same but have their 5g plus plan that has better service, more hotspot , Netflix and AppleTv , and the option to upgrade my iPhone11 to 15 with no money down . Thanks David for the help , I will be stopping by again to upgrade my iPhone . read more

Was seen immediately and helped very well by Jehilitza. They upgraded our account and managed to save us money on our upgrade! The staff was very helpful and I feel my experience wasn't stressful at all. read more

terrible. we've had to go back multiple times and we keep getting charged more every month. every time we go back in the store ever worker says something different. DONT GO THERE read more

T-Mobile coverage in Mesa is spotty at best. I can't get a signal at my house even. If it wasn't for cable wifi my phone wouldn't work at all. The store even checked their GIS system to predict good coverage in our neighborhood. Around town coverage is mostly in high business areas, but patchy in most places. read more

I have never experienced this bad of customer service in my life . Me and my mom got talked into switching from our old carrier to T Mobile with the promise of 2 new phones at no charge if we did. It has been a headache to say the least. We turned in our old phones and did everything they asked us to do but are still being charged for one phone. At first we were told our account would be credited for the phones , we have been lied to, hung up on, been put on hold for 20 to 30 minutes then disconnected . Every time I go down there To talk to the new Manager Belem I get the same run around and lies, that we will be crediting your account in a day or two. Its been almost a month now? And almost 2 moths of service. They won't give me any Superior's number to call to complain? saying we don't give that out. You promised us 2 free phones to switch , yet you are charging us 12.50 a month for my iPhone 13, that doesn't sound like free to me? The new Manager  (Belem) even told me that the old Manager was fired for Lying to a lot of people to get them to switch? So far two managers with nothing but lies . I am tired of it . Who do I need to talk to so I can get some real help with this. Stay away from this store , nothing but headaches and wasted time and gas trying to get help . I have been nothing but nice and soft toned throughly of this and it has gotten me no where. I am done being nice. I would not recommend this store to anyone at all. read more

Whatever you do, do not order any products for this location. They kept me in the store over two hours while they consistently told lies and trying to finesse me into buying products that I don't even want. I was there to get a replacement phone and it never happened even after talking to the manager of the store and, customer service. Actually she also lied about being the manager. As of right now i'll still waiting on my phone while they do nothing to remedy the situation that is 100% their fault. Absolutely atrocious customer service and immorality. Stay away from this business at all costs or suffer the consequences read more

Great customer service! Anthony M. was awesome. He caught some ways for us to save some money on our bill. Went above and beyond to make sure we got the best service for the best possible cost. I will definitely bring my future business here! read more

Yea I talked to all u people and u called me a liar don't sign up with t moble the service sucks. And u will get screwed t moble will not work well on Verizon phones either but they won't tell u that either read more

Some of the best customer service I've ever experienced. Long story short...we wanted to add my mom to our plan to help her save money, and to have her keep her current phone (sentimental value). There were a few road blocks, but in the end Yaya (that's what she goes by) made it happen. If you visit this store be sure to talk to her, she is very knowledgeable, helpful and friendly. I've been with T-mobile a very long time, and they've always had good customer service, but Yaya is outstanding! As long as she works there, she'll be the one I talk to when I need something. Thank you! read more

Horrible experience went there to transfer my line to another account waited 20 min for employees to acknowledge that I was waiting. Then another 15 min for them to tell me they can't help me I'd have to call customer service. All while there were at least 4 employees in the store. Don't waste your time here go somewhere else. read more

Bad experience first time around. Went back tonight- Josh the manager was there. Things ran as smooth as silk and we walked out with two IPhone 8's ordered and coming to us this week. In and out in about 30 minutes! Thanks Josh for making an old customer happy again! read more

as soon as i walked in a received a warm welcome by Trey. He took his time assisting me and was very thorough and kind. he applied my screen protector perfectly and made sure i was happy with the application before i left. i will definitely be back in!! read more

The site offers payment kiosk and is next to a hungry Howie's to boot. Store trends to open late 5-10 minutes after posted time and close early. The selection of phones to look at is pleasantly nice considering the stand alone store. read more