I don't understand these reviews. This has become my favorite T-Mobile store and I'll be going here for all my phone needs. I wen't in tonight, close to 8pm, which is when the store closes, to inquire about a phone upgrade since T-Mobile sent me a text saying I qualified. There were a lot of customers and the team handled it all so efficiently and professionally. I was so impressed with Calvin and Aaliyah, who walked me through my options and went above and beyond to make sure my needs were met. Definitely decided to upgrade the phone because of them. Calvin patiently waited to make sure that the phone was backed up, even though it was already past closing time. He also took time to tell me about a great phone charger that charges your phone really fast. I didn't end up getting it, but I think I might go back for it. While Calvin was finishing up with me, Aaliyah was also helping by verifying information and keeping up with great conversation. The second woman there, I didn't catch her name, was also really friendly and provided great support. She was wiping everything down (which is great to see, especially during COVID). This is definitely a dream team! Keep up the good work! read more

So done with the incompetence of T-Mobile and assurant call center, in-store representatives and chat bots as a collective unit. I submit a claim for a replacement device on 8/7 and it's been processing for 10 days and NO ONE has contacted me. The only communication has been me spending hours out of my day to call assurant to be transferred to T-Mobile to get transferred back and forth. I called yet again today to see what's going on because they have been done of silence not giving any info even when I call. They act like if you can't receive a text to verify your identity you must not actually be the person and force you to go to the store for any little fucking thing. I finally went to the store today to expedite things after a 10 day delay and phone tag using a freaking call/text app because I don't even have a phone and have been phone less throughout this debacle. Flash forward I'm in the store finally getting clarity and answers because I'm in person for their team to finally say yes it's the bitch from the ID (I've now uploaded to them via email but ok) and they finally say I didn't have insurance so I don't qualify for a replacement device, I got sprint, which then became T-Mobile at 18 and am 29 and have not changed my plan at any point. Someone on their team fucked Jo and removed my insurance so now I'm on the hook to buy a new phone out of pocket. I also have not been able to access the website since it was still showing as sprint by tmobile. It constantly puts me on a loop where I have to create an account and then it says you already have one. I just pay my bill by phone to avoid the hassle but now when I need to sign in I'm fucked. Then as I'm in the store on the phone with the rep, JULIAN H. PUT ME ON THE LINE WITH IN STORE, Julian H and his ugly ass coworker then proceed to put me out the store 5 mins after they closed, threatening to call the cops, knowing I have no replacement device, got placed on multiple holds and got there before the store closed technically. I don't understand how their team accepted me in the store at 8:20 and agreed to help me (knew my issues at 8:20) put me on the phone with T-Mobile, who then took their time and transferred me to 3 different departments and somehow I now need to come back. Fuck T-Mobile as an entity and that bitch ass location. Shitty quality. Sprint never gave me issues in 10 years as a customer and probably 2-3 years now on T-Mobile. Now after having this phone company since I was 16, I need to switch to another company just before 30 because I'm just disgusted with the quality and incompetence of this company overall. Website inaccessible, lack of communication around claim, poor customer service from in store representatives, 2 hours of assurant/T-Mobile sending me back and forth to not give answers, 10 days phoneless despite paying the bill, insurance removed from my plan despite me NEVER requesting that and they have no where me documented asking for that, and now needing to invest in a new device that's going to cost 1000 versus the $100 I would've paid if I had the insurance I thought I had and signed up for 11 years ago. They lucky I care about my freedom and got shit to lose or would have spit on Julian and his bitch ass friend. T-Mobile is lucky they don't have a company wide page because they'd probably have 2 stars. Videos of the two assholes attached. Found a cheaper rate to transfer to AT&T. They are not the quality sprint gave, BEWARE this company and store location. read more

The manager refused my friend and I service for no stated reason 3 separate times. We may have appeared like a gay interracial couple. My Civil Rights were violated. I was a Caucasion Christian man asking for help from a predominantly African American staff. I was laughed at and taunted in my frustration trying to receive help as a customer in an unfriendly environment. read more

I and my African American partner stopped by T-Mobile on 787 Broad Street for the first time to buy a new phone. We were ignored. I asked why and the manager said we would not receive service. My partner returned to the store and asked he could purchase the phone and was denied service. As of yet I have not received a response from T-Mobile regarding the discriminatory treatment we endured and we're seeking legal counsel. read more

Say what you want about the stores. I rather have a couple bad employee experiences then lousy service. I was a verizon customer for 25 + years . All they have are over paid employees. A few years now with tmobile and I am much happier not to mention I am saving a boat load of money ! read more

Cannot recommend this store enough. I was helped tonight by Calvin and he could not have been more pleasant, patient and helpful. I got on line (behind about five customers in a small store) about 30 minutes before the store closed and was still seen. Calvin took his time to carefully assist me without making me feel rushed. He was able to upgrade my phone without any issue and answered any questions I had during the process. His co-worker Aaliyah also helped at times and was really friendly and made me feel at home. There was also another employee working whose name I didn't catch but she was great as well. They made the environment very pleasant and I definitely will be going back for any phone needs going forward. read more

Worse customer service i've ever had in my life! Rude people! they just don't treat people nicely!!!! i won ever return to sprint or t mobile anymore!!! read more

Hidden delayed up-sales. Terrible/Beware. I walked in to just buy a SIM card for my existing account. They insisted on signing me up for $10/line services on all 5 other existing lines that I did not need. Would not let me walk out of the store with the new SIM without buying more unneeded and unrelated service. I had to call T-Mobile after I left to cancel service but of course they delay the start of the fees so that T-Mobile doesn't see the fees and you have to keep an eye on your bill and call back 2 months later to get refunds. read more

Probably the worst customer service ever. Aside from T-mobile already being a disloyal non customer service driven company the people they hire are even worse. Suppose that's what happens when you hire people with only a minimum high school education. Save your time and money. read more

All the reviews are negative about this store, and my mistake was that I did not check those reviews before I went to this particular store. I was there to upgrade my phone from the i-phone 7 128G to i-phone 8 plus. In my understanding, if i'm upgrading something, its supposed be whatever i have now to get something better, and after 3 hours in the store trying to make a purchase (1 i-phone 8 plus ,1 headphone and 2 apple watches) I realized the phone that they were selling me was less memory that I currently have in my old phone and the price for the total purchase that Alicia, the sales associate, explained to me wasn't right, it was $600 more! ( the total was $1300 with taxes, and after ringing me up, the price shot up to a total of $1700!) I was so exhausted and aggravated that i took the i-phone 8 plus 64 G, as it was the only option available in the store at that moment. They never told me after spending over 3 hours there that the phone i wanted was not in stock and that i have to order and wait for it. I called customer service, 611, to inquire how to go about my intentions to exchange the phone with more memory. Customer Service told me that i have until April 2nd to exchange, return, or refund. Today I went to store and to my disbelief, they told me that i could not make exchanges, returns, or get a refund because i actually had 14 days, which have passed! The sales associate Amy told me that T-mobile customer service (611) would tell me whatever i want to hear, but its not the truth. Then when you go to the store, they tell you something else. T-mobile franchising on Ferry street needs to better train their sales associates because my purchase was supposed be more than $1300 and if Alicia was more attentive and focused on my sale from the beginning, she would of researched my current phone memory and upgraded me to more memory, than the vice versa deal she bestowed on me. How does t-mobile customer service 611 can give such wrong information in this kind of situation. I wanted to let the franchising owner be aware of how much money and business he is losing everyday with that kind of sales team. Today i went there to exchange my phone to i-phone X, but the sales associates did not want to deal with my situation and did not care about it. They never explained to me properly in the beginning about the options I have. If they explained my options, I would of bought 2 phones today. read more

Go to another store. These are the laziest, useless and the most unhelpful staff that I've ever met. Don't believe me? Ask around in ferry street. At least hire people with a brain. I've only met ONE helpful person there and now every time I go there all i see is a bunch of kids that just give up whenever their job gets too confusing and hard. Go work at McDonald's. I've worked at t-mobile before. And trust me these people are so clueless about EVERYTHING. read more

Worst service ever! The lady l talked to was harsh and provide different service depending on your aspect. Disrespectful and almost yelling like commanding dogs. You better got to a different store. read more

On Sundays, the T-Mobile stores close at 6. Apparently not in Newark. Today I tried to walk in at not even 5:30 and they had their doors locked. When I asked them to open they simply refused to help me while there were at least two employees doing absolutely nothing but standing behind the counter. Honestly, I just wanted to fix my phone line and they refused to open the doors during normal business hours. Very disappointing. Do NOT recommend this store!!!! read more

Do not go to this T-mobile store. I recently went there to get a new iPhone. They tried to sign me up for a bundle without my consent, just grabbing a bunch of stuff off the rack I didn't need and said I had to take the bundle if I wanted to trade in my old phone for a credit. The monthly charge (24$) did not add up to the 300$ they quoted as a discount for my trade-in. After I complained, they told me they'd remove the bundle, but I'd have to agree to the payment plan to see how much it would cost me a month, swearing that they would cancel the charge if I didn't want the plan. I refused and said I'd keep my old phone and pay for the new one in full. The next day I received a text telling me I had signed up for a protection plan which I had never agreed to. I had to call T-mobile to remove it. I then noticed they had subtracted 24$ from the cost of the phone to put me on a 1$ monthly installment plan for two years and had charged me a 20$ service fee without telling me. I again called T-mobile and they were helpful enough to credit me the 20$ and explain I could pay off the 24$ in one payment to not be locked in while apologizing for the actions of this store, which seems to be a branded retailer operated by a company named Wireless Vision, LLC. Whatever you do, avoid this store at all costs. It looks like they'll do whatever they can to rip customers off so they can collect a commission. read more