I've lived in Oro Valley 5 years and upgraded my phones using the Jump program at this store for 5 years. In Nov 2019 I upgraded my iPhone 10Max for the iPhone 11XR to this T-Mobile store & accidentally threw out the receipt. Now there's no record of the transaction. What are computers for or the videos that track customer activity? If you choose to upgrade at this store be mindful they do steal & the customer is always wrong. I'm stuck with a bill for a phone given back to T-Mobile. The customer is always wrong!!!!!!! Beverly Richardson read more

Do not ever go to this T-Mobile store. It is the worse place to do business! I ordered a replacement phone and got a text it had arrived and to pick it up within the week. I went in on Friday and they said they couldn't do it. The employee said the manager had to give him permission before he could do it but the manager was at a different location and wasn't answering the phone. He said he would have the manager call me and said he couldn't help me. The manager never called. I thought at the time that I was getting the brush off which turned out to be true. Two days later I tried to get my phone again and the employee told me the manager wasn't there again and he couldn't do it. I told him that the text said I had until Thursday to get the new phone or they would send it back. I told him I have to work until Friday so it needs to be done today. He said my only option was to cancel it and reorder it through another T-Mobile. I called another T-Mobile (45 minutes from my house) and they said they couldn't do it over the phone and I would have to drive there. I drove to the T-Mobile which was nice, professional, and helpful, cancelled my order and reordered. Kind of stupid and a waste of time but I had no other choice. I will never go back to the Oro Valley T-Mobile and I don't want anyone else to have to experience what I went through. read more

Customer service not good. Too long of a wait just to ask a question at this location. It used to be good when there were two young ladies working there, but now, two guys with no customer skill sets. If you're a customer, you may want to speak up and ask of any appointments maybe ahead of you as they won't tell you. When you've been waiting for 45 minutes and someone else walks in the door and gets service it gets very annoying. The sales person should at least let you know who's next whether you have an appointment or you just walked in . read more

Good job at setting up new iPhone. Very helpful and phone works great now after a couple of weeks

Jayden was so extremely helpful today. She made the process of switching from Xfinity as painless as possible. Look forward to working with her again when our new phones get here. read more

totally messed up our Acct and added 2 additional lines we did not need. Lied about case and screen protector being "free" with an upgrade.we now pay 3x more. Lied about the free everything - we pay monthly for phones, case, everything. THEY ARE TOTAL SCammers. TMobile Corp will do nothing to remedy - they are like OH WELL...sorry. AVOID unless you want your bill tripled and enjoy paying for lines you dont use. read more

If they had one star I would have given it to them! This is the 2nd time I walked into that store this year, a young man was talking to another customer, no hello, no acknowledgement. I waited 10 minutes for him to comeback out of the back door and left. Another employee walked in and asked if there was anyone helping us and he went to the back too. read more

I called about an hour before going and told them that I purchased a new phone and needed assistance in transferring the sim card and my information. When I got there around 3:30-4 pm two male staff members were standing there talking to each other. There were no other customers in the store. I asked which one I had talked to and they both claimed they didn't talk to me. When I called I even made sure it was the T-mobile in Oro Valley by the Home Depot, and they said yes. Neither one wanted to be bothered. I couldn't believe that an existing customer was treated so badly. They told me to go to another store, suggesting one on Wetmore/ Oracle about 30 minutes away because it was a larger store. I started to leave, then I turned around and said I couldn't believe they couldn't do this. In the end, they changed the sim card and told to go to the cloud and do it myself. I'm 79 years old. I don't know how to do this. I was a corporate sales manager for over 35 years with big corporate companies. I would never treat a customer like this. You don't get a lot of referrals being rude to customers. Unbelievable. If I could do it myself, I would have done it. We never had this problem at any other mobile network company. Very rude staff. read more

Went in to buy a new I phone. All went well, or so I thought. I was offered a chance to add a Netflix account for $10 a month. I said no thanks. The sales kid proceeded to finish up my purchase and informed me he could not provide me with a hard copy receipt for my purchases because " we are out of toner." Red flag and I knew it. When I checked the email receipt I received the following morning, sure enough it showed a purchase made including a Netflix subscription for $10 a month! Pretty scammy. read more

This store is garbage. Little 23 year old kids run this location. Have very low expectations when burning up your time there. You'll wait 45 minutes for "help" and they will chew your ear off about all their life endeavors while other customers are oblivious to them waiting for assistance. T-mobile is complete trash and so is this store. The worst network and the most miserable customer service. Customer Care is handled by a company in the Philippines calked Iqor. That's who will be handling all your customer service needs. Have fun with that. It is not T-mobile. This location in Oro Valley is handled by more little kids just as ineffective and useless. read more

I went here not too long ago and was planning on purchasing the iPhone 16 Pro. I had to call my dad to receive authorization, and I had told the girl (whom was working there at the time) that I had sent my dad a request through the website. She, at first, notified me that doing so would not work, then proceeded to go to the back to confirm her statement. However, my dad was able to approve the request and she told me that I now had access. Obviously, she and her coworkers had no idea what they were talking about. She then told me that I would be charged $45/month for the iPhone and that it was $1100, HOWEVER, when I looked on the website I noticed that the phone was actually $999+tax. Therefore, I would actually be paying $41.67/month for the phone. Additionally, 30-40 minutes into the conversation, she went back to check if they had the phone in stock, and when she came back, she had the iPhone 15 Pro in her hand. She then asked me "Did you want the iPhone 15 Pro because we don't have the iPhone 16 Pro in stock." I'm sorry, what made you think that I wanted the iPhone 15?? All in all, I ended up wasting my time at this establishment, entirely disappointed with the results of my visit. I ended up going to another T-Mobile store that satisfied my needs. Hire more knowledgeable staff please!! read more

If there was a way to give this store zero stars, I would. The "manager", George, could not have been any more rude or less competent if he had tried. His extended lunch left one other employee in the store with numerous customers. Unfortunately, she was too busy playing with her hair to actually engage with anyone. 90 minutes later, I still couldn't get my phones activated and spent the next two days online, on the phone, and in another T-Mobile store trying to get it done. The staff downright lied about the perks of switching - no there are no Airpods for that plan, no there are no phones in stock, no the discount codes for Netflix or Apple+ won't work with your plan. Did I save money by switching from ATT? Yes, but not nearly as much as they had promised and the hassle that took place over 72 hours was completely outrageous. Seriously, I know what I'm doing with tech and this was a nightmare. Don't kid yourself - this store is not in the business of helping anyone but themselves. They'll make switching to a new phone and a new service about as difficult as they possibly can, all while stabbing you in the back. Don't go here! read more

The store manager is amazing!!! Very knowledgeable and kind !! I would make an appointment directly with her

I had recommended this store to quite a few people, never again. I will never step foot in this store again. Their lack of knowledge and the rudeness is unacceptable. read more

I've been with t-mobile for several years. I needed a new phone so I went to the store near Ina and Thornydale. I selected the OnePlus N200 5G. OK, it was $216 but after all the taxes and activation fee it came to $261. What activation fee. I'm already a customer and I can do the switch from my old phone to the new one. I questioned it but was told that's the way it is. Should have walked, but didn't. Maybe, in the store, I should have checked with amazon where the same phone (yes, new) is $199. Might have been some tax. Maybe $15?????? Just a heads up to all. read more

Very unprofessional! If I could give zero stars I would. My father in law traded in his phone to get a "free phone," with their promotion at the time. Over 6 months later the "free" phone was not free in fact he owed over $800! I went into the store several times and they blamed coorporate. Then this last time end of December I went in to tell them after speaking to corporate the store that did the deal is the only one to reimburse. A young girl laughed at me and said my father in law didn't even get his phone from this store in fact she was sure it was another state! Which she was wrong. Then she laughed and rolled her eyes. When I questioned why she was laughing and having such a attitude from the moment I walked in explaining the complicated situation. The store manager did try to diffuse her by sending her in back. However the minute I left she came out laughing with co workers and doing a bunch of hand gestures up in the air. I have photos of that and I contacted corporate's office. She needs a lot of coaching on customer service and should not be working at T-Mobile. read more

Shout out to the two gentlemen working on Monday evening 10-19-20. I'm a public school teacher and needed help with my Hotspot. Although my issue was not resolved, ( it is a school district issue) I appreciate their willingness to help and the time they spent trying to get my WiFi to work. Thanks guys!!! read more

Husband was sent home with SIM chip and asked to finish setting up TMobile system on his phone, as he did not have our Verizon password. After discussion, we decided it wasnt worth it to move him over to TMobile unless I went, and I wasn't willing to do that. Turned the SIM card back in the next day and told them changed his mind. About two months later we get a bill from TMobile that is "late" for a phone number we DON't have!! They created a fraudulent account using the info he previously gave them!!!! Goes back to store WITH THE BILL and is told "we can't doing anything with billing, but they did talk to someone and they said they would call my husband on Tuesday , as a SUPERVISOR needed to review. He did get a call from someone outside of the US with a hard to understand accent., who after he relayed the whole incident, decided he could do nothing about it. Stay AWAY FROM THIS HORRIBLE business!! We are not paying, and are contacting the BBB! read more

I'm on hold AGAIN for almost an hour so far without talking to a human. 8th phone call to T-mobile over the same problem. About a week after we signed up for their service, my phone stopped working. I figured out my Wifi Calling didn't work, despite my T-mobile rep telling me my phone I brought to T-mobile was compatible. Many hours and phone calls later, no one has resolved my calling issues, they don't call me back when they promise they will. They were supposed to ship me a booster they claimed would solve my problems. Nope, have not seen it. Every time I call, I have to repeat everything to a new person. Takes an average of 2 hours to not receive any solutions and them finally telling me they are "escalating" my issue and then I never hear back from them. I also have not received a $30 credit they promised. So tired of their apologies and lack of solution. Had Cricket for 6 years prior to signing up with T-mobile, wish I had never switched, but I did so for my son. He's now having problems as well. read more

I have been with T-Mobile for over a year and just added another device to my business account. I was directed to this store as they had what I wanted in stock. When I arrived I was greeted and helped in a timely fashion by Yaritea who is to-date the most knowkedgeable, professional T-Mobile employee I have had. If you are looking to be set up with a new device I reccommend this store. Thanks again Yaritea read more

Since I can't give a Zero I will give one Star to these most unhelpful fellows. These guys are more interested in making a sale than making a small fix to make our phones work again. We returned home phoned T-Mobile customer service and the problem was fixed in a courteous, friendly, efficient manner and our phone service restored. Don't recommend their store for SERVICE. March 10, 2020 read more

I went in today due to an issue getting my claim done online for my damaged phone. I was in there for about an hour or more but this T-Mobile worker (Wenwood Jenkins) went above and beyond to help me out. He was so super patient, friendly and kind the whole time. I'm also deaf so it was super nice that he was totally accommodating too (was very willing to communicate with me via paper & pen). Thanks Wenwood! read more

I am very glad my wife and I selected this particular store. We had tried going to another T-Mobile store that we had to walk out of because we felt they did not really want our business. I found this stores staff to be very friendly and knowledgeable They helped us to painlessly transfer our phones over from our previous provider. We selected the 55 and over plan for my wife and I with unlimited text, data and calling. The sales people were friendly and knowledgeable and went out of their way to make the transfer. I would highly recommend this store to anyone. So far we have been pleased with T-Mobile service. The coverage that is included for Mexico is also a plus for this plan. I must also commend the services provided by the store manager. He really went the extra mile to make the visit a very positive experience. read more

This store totally screwed up turned in phones that were taken in to be sent to T-Mobile that T-Mobile has never been able to locate and never received by T-Mobile on a Jump Plan. We followed protocol and instructions for T-Mobile. The store is costing us $600 and we advise anyone reading this to find another store. Also the store gave us totally bad information concerning updated insurance programs. read more