I'm honestly just really frustrated with how difficult this entire warranty process was. My son's phone suddenly stopped charging over the weekend. There was no drop, water damage, or anything like that. I first tried to file a claim through the app, but it directed me to go into a T-Mobile store. When I went to the store, they inspected and verified the phone and confirmed there was no water damage or physical damage from being dropped. They confirmed that the issue appeared to be a phone/manufacturer problem. I was offered a new phone deal, but I explained that we already pay for Protection 360 and simply wanted to use the coverage we're already paying for. I was then told to call 611. I called 611 and spent about an hour talking to three different people before someone was finally able to file the claim. I was told the replacement phone would be delivered to the T-Mobile store so I could pick it up and return the damaged phone. When the replacement arrived at the store, I went in to switch everything over, only to be told they couldn't accept the old phone because it wouldn't turn on. I was told I had to start the process all over again. I called again, and thankfully the representative I spoke with that time was extremely helpful and explained what needed to happen. I completely understand that employees have policies they have to follow, and I want to be fair because the people I spoke with on the phone were ultimately helpful. My frustration is with the overall process. As a customer, having to go back and forth between the app, the store, and multiple phone representatives for a warranty replacement was incredibly frustrating. Then, after finally getting the replacement phone shipped to my house, the box contained basically just the phone. No charger--which I understand--but there wasn't even a SIM removal tool. I'll be fair and take responsibility for this part: I should have kept the little SIM key from our previous phone. It's such a small thing that I honestly just didn't think about it. That's on me, and I completely take responsibility for not keeping better track of it. Now that I have a new one, I'll definitely be taking care of it! But because I didn't have one, I went to Walmart and couldn't find one. I went to T-Mobile and was told they don't sell them and that employees only have one key each, so they couldn't give me one. I eventually found a local phone repair shop that kindly gave me one for free. And after all of that... I opened the old phone and discovered there wasn't even a physical SIM card in it. ‍ So now I had to go back to T-Mobile AGAIN to have the eSIM activated. Thankfully, the manager at the T-Mobile location in Sandy Quarry Bend at The Village Shop was very helpful and kind, and she was able to get the eSIM activated and finally get everything working. I really do appreciate her help. She did ask me to leave a review for her, which I completely understand--she was doing her job and helping me get everything taken care of. But at this point, I'm just utterly frustrated with the entire ordeal. I'm finally done with it, and I sincerely hope I never have to go through this process again. I've had to file an insurance claim through Asurion in the past, and based on my personal experience, that process was much easier and more straightforward than what I experienced with Assurant. After going through this, I'm seriously considering whether I want to continue with a protection plan that uses Assurant. I'm glad we finally got the replacement phone working, and I appreciate the people who helped me along the way. But when a customer is already paying for Protection 360, the warranty process should not feel like a scavenger hunt. I really hope T-Mobile and Assurant can make this process more straightforward and do a better job of making sure customers aren't being sent in circles between the app, stores, and phone support. read more

Do not give T-Mobile access to your bank account with the promise of $5 per line of savings. They just charged my bank account $236 for a modem I returned in person to this location. I have a picture of the device with the return sticker on it and an email acknowledging the return. I disputed the charge with my bank. It can take 90 days to get your money back if you are lucky. I recommend avoiding T-Mobile. read more

T-Mobile Authorized Retailer - Returned modem on the counter at the T-Mobile store. - Mobile Phones Near Me - Sandy, Utah

The staff was very friendly and handled my issues with my phone extremely quickly. Great experience.

For several years, I used T-Mobile's service and I was honestly pleased with it. However, when we moved to a new house, we had horrible signal for our phones. All our friends with a different provider always had great service when visiting at our place, so we decided to switch. I paid off our devices, I paid the bill in full, and I asked, "Is our account closed? Do we have anything else that needs to be done? Okay good, thank you." And I left with a good opinion of T-Mobile, thinking that everything was done. Skip ahead two month later when I get an overdue balance for hundreds of dollars. I went in to the store to try to figure out why I got a bill on a closed account. The people at the store insisted that it was my "final bill" and told me that when an account is closed, there's always a final bill. I showed them my receipts, the bill, and told them over and over that I had paid the account's "final bill" when I closed the account and that this bill was for two months of service PAST when I cancelled my service. I asked them to look at the dates, I asked them to look into the issue and just CHECK. They continued to treat me like I was stupid and even asked a manager to "please explain to this guy what a final bill is." Eventually, I finally got one of the employees to call the help desk and asked them to look at my account and at the bill and they finally realized that it wasn't a final bill. The help desk informed them that I still had an active line. For the entire time I was a customer, only myself and my wife had a line. We never had a third line, so I was confused why we had a third line on the account. After a LOT of digging, it turns out that when we upgraded to new phones, a new line was added to our account so that we would qualify for a discount on the new phones. That's great, I'm all for discounts on things. But I was never made aware of a third line. And when I closed my account, this third line was still active and charging my closed account somehow. The help desk confirmed that the third line had never had any devices on it and had never had any activity ever. I was baffled as to the purpose of closing out an account and cancelling service if there are still lines attached to the account? But that was a question that they could not answer for me. My questions lingered... why was the line added to my account? Why wasn't I informed of it when I cancelled my accounts? Why was I being charged for a line that had no devices attached to it ever? The process of figuring this all out took literally WEEKS. Back and forth on the phone for hours, on hold for hours and hours. The entire time, T-Mobile continued to insist that I should pay the bill and be done with it. FINALLY after weeks of back and forth, they agreed that they had messed up my account, they agreed that I should have been informed of a third line still active on my account when I closed it. They finally agreed that they should reverse the months of fees for service on a line that was supposed to be closed. They got the "community manager" for the Salt Lake City area to approve a credit to my closed account. Turns out... help desk cannot credit an account. Only store managers can credit an account. The help desk told me to get the store manager to credit my account. But the manager practically laughs at my story and says, "Sorry, man. I've worked for T-Mobile for years and years and never have I ever heard of store managers being able to credit an account." He even SHOWED me logging into his account, navigating to my closed account... sure enough, there's an "issue credit" button, but no matter what he did, the button wouldn't do anything for him. So I call help desk back. They said "oh, there must be an issue with his computer. Hold on... okay we fixed it, go back in and talk to the manager tomorrow." I go back in and talk to him, and he tries a second time to credit my account... with no luck. The notes on my account even SAY that the manager SHOULD credit my account, but he cannot. So for days I go back and forth between the store managers and the help desk, trying to get this account credited and closed. But by this time, they're about to send the account to collections. So I finally paid the account, thinking to myself, "I'll just keep working on that and get them to issue me a refund, rather than dealing with a collections company." But after I paid, when I call T-Mobile, I immediately get transferred to a voice mail. I leave voicemails and have yet to receive a reply. This went from being a company that I was recommending to my friends and family to a company that I will loathe till the day they close their doors. When a company agrees to the fact that they messed up my account, shouldn't have charged me, but then makes it absolutely impossible to get those charges reversed and makes it absolutely infuriating to the point where I pay them to get rid of them... I cannot bring myself to recommend them to anyone. read more

Dean was beyond helpful and got us the best deals. Brandi as well was sweet. The environment was amazing at this store. Everyone was sweet and helpful. I left the store very pleased with my purchase. read more

The staff were super friendly and quick to help. I needed to return a phone for credit back for a new iPhone and they were able to help me fast. These guys were awesome! Much better than those mall locations. read more

The best customer service.dean was amazing Brandi she's the store manger they made me and my wife leave happy with our new phones

This review is for T-Mobile in general not this particular location. Although this location was still unable to help me. I was an existing long time customer and I called T-Mobile to adjust my plan. My call was received by an international call center. I was sold a new plan and given a monthly price. The price and specifics were clearly communicated and confirmed multiple times. After receiving my bill it was substantially more than I was told. After looking into the details it was apparent that the sales person coerced me and gave me false info to trick me into signing up for extra lines in order to get a commission. After contacting local T-Mobil reps it was acknowledged that there was either deception or gross incompetence involved in the transaction but because I had already switched providers they did very little to compensate me for the full amount of money I was scammed out of. I was a victim of theft by T-Mobil and I have seen other similar situations after doing research. Be careful when making phone transactions. If you do decide to make a purchase over the phone make sure to record the call because they can say anything they want to get you to close the deal to get their commission because it's not in writing it's only verbal. In my case the T-Mobil rep intentionally deceived me about multiple things. read more

Store was very clean and smelled great! The people that worked there were beyond funny and helpful.

Awful customer service. The staff is rude and 5 employees standing around doing nothing. I will not be coming back.

So, by way of explanation-I actually love T-Mobile. Their service has improved to where I can't tell a difference from my Verizon days (with very few exceptions, for some reason they don't think Bear Lake exists), and it's fully half of what I was paying there with free unlimited international data. Unbeatable. This store, however, is incredible in its sleazy, underhanded ways. The other reviewers aren't joking-one salesperson said that the insurance program for JUMP On Demand was mandatory ($10 a month), and the other person I bought the new phone from actually added onto my account anyway, despite my saying several times that I didn't want (or need) it. I called Corporate to get it rectified and they did straightaway (T-Mobile customer service has been outstanding every single time I have called), but when I called the manager at this store and explained what had happened, he shrugged it off, saying that sometimes salespeople do that and it wasn't a bid deal since I had taken care of it already. Yea, dude, no big deal-your salespeople are actively trying to defraud customers in the hope they won't notice. Unreal. So, yea-they had the phone I wanted so I didn't have much choice, and neither might you-but record the conversation, and check your bill carefully. I had another friend that was scammed similarly as well, it's not just me. Beware! read more

excelente servicio muy buena atencion al cliente , de los mejores de utah , encantada con la calidad de atención que cuenta este lugar... YExcellent service very good customer service, one of the best in Utah, delighted with the quality of attention that this place has... read more

Staff doesn't know policy of T Mobile well enough to know that they are contradicting what multiple other T mobile stores have told me. Specifically, if an iPhone has scratches and scuffs on the screen because of wear and tear, they should still accept for a trade in. But, was denied at this store because of some scratches on the screen. Other stores have now told me otherwise. Poor customer service, lady wasn't even willing to explain further or find other solutions. read more

Very poor customer service, the worst I have ever experienced. The saleswomen have an attitude! I patiently waited more than an hour and was treated very badly, like my money is not wanted. They really don't care if they get your business or not. Terrible, just terrible place to shop!!!! read more

My husband and I switched carriers from Sprint to T-Mobile on Saturday March 14th. My experience has been dismal and I am seriously contemplating leaving. In all my years at Sprint, I've never been treated so poorly as I have with T-Mobile (and it's only been a few days!) I went to the Quarry Bend store in Sandy, UT and paid for two new IPhones, a new plan, two overpriced cases and two overpriced screen covers. I do believe I was upsold (and deceived by the same female manager) on the cases/ protectors unfairly and gauged. They do not list prices on their obviously overpriced accessories. But here is an additional issue: I only received one $50 screen protector. They promised me they would get more on Tuesday the 17th. I called on Tuesday and was told after talking to two people that yes, they did have screen protectors in. I asked if they could set aside one for me since I had already purchased one. I was told yes. I asked what time they close. 6 pm, I was told. Never mind the fact that they felt no obligation to call and inform me that my paid-for protector was in. And, as I was to learn the next day, that was the day they were closing that store for good. But no one told me. On Wednesday the 15th, I went to the store and the place was empty. There was a posted sign that they were closed due to the Coronavirus, but there was no information on who to call for help or what other stores may still be open. I called the store and the number had been disconnected with no message or forwarding information. I was flabbergasted. I looked online and the website said the Fort Union store was open. I called and got no answer and no message informing customers of anything. So I drove over. This store was also closed with a sign saying they've closed. At this point, I was panicked. I called the 800 number on my way home and was told there would be an hour and a half before I could get a call back. So I requested a call back. My husband had the cell phone number of the salesman, Brandon, who'd worked with us and he called him. Brandon was apologetic and told us that the store closing happened in a matter of hours and said that the only store left open in the area was Tooele. So while my husband was on the phone with Brandon I called Tooele. I talked with Paul, the store manager, who was so surly and rude, I could not believe it. He told me he didn't know what other stores were open and that I would have to come to Tooele (an hour away) if I wanted a cover I had paid for at the other store. He also did not have the same screen protector. He also told me that the screen protector he had was better and cheaper than the one I had been sold. I asked if he could ship it since it was an inconvenience and hardship for me to drive all that way. No, he told me. He was doing me a favor and going above and beyond what he should have to do because he had nothing to do with my experience at the Sandy store. I asked for the owner. He refused and said sarcastically, "Hi, I'm Paul, the store manager. The buck stops with me." He also chastised me saying he was not required to help me and that his offer to sell me a different screen protector was generous of him since he was under no obligation to help me whatsoever. He said I should have called customer service instead of bothering him and that I was rude. I told him I'd report him and he hung up on me. Unbelievable! I called back and Tyler answered. I told him about Paul's treatment of me and asked for Paul's boss and Tyler refused. He was on Paul's side. Customer service called me back sometime later and I was told (after 30 or so minutes on the phone) that there was nothing he could do for me since I bought merchandise in the store. Since the agent was located in Idaho, he had no idea which Utah stores were still open. (Very poor planning and lack of information on the part of T-Mobile). I told him Tooele was still open and he said I would have to go in there. (So it turns out Paul had lied when he told me he had no obligation to help since customer service was unable to help.) I told him I had been horribly mistreated and he said, "I am sorry. That is not how our managers treat people. But there is nothing I can do for you." He didn't offer a credit on my bill, which I believe he could have. And he told me I should just be patient and wait for the stores to open again. I was incredulous. What if the stores don't open again? And why should I have to since I was misled and mistreated? I am disgusted by T-Mobile and would never recommend them. Even in this pandemic climate, that is no way to treat customers. I should be compensated for my time. I am considering canceling my service. I will be contacting the BBB and attorney general's office. I have already disputed the charge with my credit card company. And I will continue to post about my awful experience on social media. I may also contact an attorney. This is despicable and inexcusable. read more

I've been a T-Mobile customer for 10 years and the one star rating is not a reflection of the company but this store in particular. I've recently upgraded my phone. The girl who helped me (her badge said Store Manager) tried to get me to upgrade on my service, sell me a $40 case, insurance etc... I was pretty firm that I just wanted a new phone and that's it. Fine. The next day I started getting these texts about JUMP service. I disregarded them as advertising. But something didn't sit right with me so I googled what JUMP even was. Turns out it's a service that allows you to get a new phone faster and it's $10/mo for 24 months. WTH?! I didn't sign up for this! So I called the Customer Support and they told me it was added to my line on the day I got a new phone. I told the girl on the phone that I was looking at the paperwork I signed at the store and it states you need to sign additional form to get JUMP, which I did not sign. So finally, after some pushing, the rep said that JUMP was added to my line by a "store representative" several hours after I left the store. She of course removed the service but I want to know if this shady and ILLEGAL practice happens at this store only or is a more widespread problem. Beware!! read more

I would give a negative 5 stars if i could, i went in just to purchase a new phone and what i ended up with was an additional line and a ton of accessories that i was told came with the phone, in all reality i was charged for those accessories and they tried to hide it in the monthly payment. I was told i needed to add an additional line to get a new lower monthly payment, luckily i went into the jordan landing store and was able to return items and cancel that line and i still got the new lower rate plan. Buyers beware they talk a big game at this store but will lie just to pad their sales, Shame on you.... read more

Great idea to see what you can get I have recently bought a smart watch s2 gear love it

Oh T-Mobile, what a shame that this location is considered a genuine T-Mobile store. I got royally screwed by this location when switching from AT&T, in false belief I could get a great deal on phones, and have my termination fees paid off as advertised online, on the radio and Tv. On October 1st I brought my whole family in to this location to make the switch. A young gentleman (who I found out is no longer with them) set us up to get a family plan with 3 iPhones and 1 Ipad. We traded in a 1 month old iPad, a 2 month old iPhone 6 and a Galaxy S5 along with an old Nokia phone. We were promised all devices would be traded in and paid off, along with an awesome offer to get new iPhone 6s devices for a certain price. Fast forward 2 months later and I get a call from the trade in department to notify me that the IPhone 6 we traded in was "blocked" (no further explanation what that even means) and deemed unusable, along with the Galaxy S5 having water damage. Nether of those things were addressed by the store at the time of the trade in and at this point apparently it was too late to do anything about it since the devices are in some magical warehouse and already written off as unusable. Thankfully by then, Amber, the new store manager was awesome to work with and put in a good word that these issues were not caught at the time of the trade in. After about 8 calls, I finally got T-Mobile to give in and give us 80% of or phone value credited as trade ins. (Still lost about $200 on the trade-in vs AT&T's final bill) Secondly, I was told by the T-Mobile rep who set us up that we would get the new iPhones at a particular price per month since we are trading in such high value devices...wrong. After noticing that my bill was close to $70 more per month than quoted, I once again had to endure many calls to find out that 2 offers cannot be combined. I am now stuck with a close to $300 monthly phone bill after switching from AT&T where we had a longstanding excellent relationship. This is not necessarily T-mobile's fault, but the thing that really bugs me is that one employees fault caused me to lose money on my trade ins, as well as end up with a much higher monthly bill than promised, and T-Mobile is not offering any help to truly resolve the issue. Never going back to this location for ANY reason. read more