Best T-Mobile in the area! The 2 manager(William and Jose) went above and beyond for me and my family!

ZERO STARS. I am VERY upset and disappointed with the treatment we received in this T-Mobile store. My daughter and I arrived FIRST and, even so, an employee decided to attend to another woman and her son who arrived AFTER us. When I told her that we had arrived first, she replied that she would attend us when she was done with a customer when she had literally just started attending them! The worst thing was that she didn't even bother to ask us what language we preferred and simply said that the other employee "only spoke English." Excuse me? MY DAUGHTER AND I ALSO SPEAK ENGLISH! It was a completely unnecessary assumption and made us feel very uncomfortable and treated differently. We left and returned with my son to try to solve the matter. Another employee checked my daughter's phone for literally ONE SECOND, saw a small scratch and said they wouldn't accept it. It's okay to tell the truth about the condition of the phone, BUT THERE ARE NO EXCUSES TO BE RUDE. When I told him that the scratch was small, he had the audacity to respond with something like: "So, what happens if I have hickeys on my neck?" WHAT KIND OF ANSWER IS THAT FOR A CUSTOMER? And to finish, when we were leaving, he was even more cheeky and told me: "Stop arguing. God loves you." No, sir. I didn't need you to give me a sermon or use religion to throw me a hint after I defended my daughter. I didn't ask for any special treatment. I ASKED FOR RESPECT. My daughter and I didn't deserve to be talked to that way or made to feel like we were bothering by simply asking questions. If T-Mobile allows its employees to treat customers this way, they definitely need to review what is happening in this store. The attitude was UNACCEPTABLE and I sincerely hope that management will take this situation seriously. read more

This place is a scam! They said that since I have had the account for several years, I could have a free tablet. However, I have been charged for it, and I am not able to cancel or return it. STAY AWAY!! read more

AVOID THIS PLACE! This is both for a would be customer and for the company. THE EMPLOYEES AT THIS PLACE ARE WORKING HARD TO TARNISH AND BRING THROUGH COMPANY DOWN, whilst making customer's lives miserable. Here I'll give you the rundown of my experience so far. I want to trade in 6 phones for the new iPhones (quite a pricy thing to do) but hey, they offered us a deal so we were willing to from Verizon to t-mobile. Our phones had cracks on them and jose Camacho held our phones, looked at us in the eyes, and told us we could trade it in regardless of the damage. Not only that wasn't true, but he marked as one of the phones not being a trade in but put it as me buying a brand new one, not trading it!!!!! Jose Camacho, you see the name, you run! The manager is horrible too since all she did was throw contracts here and there, but the last thing you'd expect is to deal with a the small text when JOSE CAMACHO told me I would be fine. They were sooo hesitant to help me, as if I was in the wrong and I was bothering them with my issue. They are toxic and are just there for a paycheck, even if it hurts you! Avoid this place at all costs and do not give them your time, or money. T-mobile, if you care about your brand, do something about this location because as you can see, for the past years, all they have done is prayed on the Hispanic community around this place to trick them into this horrible situations. Jose and everyone involved, you should be ashamed of doing your job so poorly and without any care. Like one man once told me, if you're going to do something, do it well or else, don't do it at all read more

ZERO STAR! NEVER VISIT THIS STORE. They will scam you. I have been a loyal T MOBILE client and customer service has been always great but LOREN from this location just ruined TMOBILE's name. My godmom came in to get help transferring her line to her new IPhone. Loren instead promised her a FREE Tablet with a $10 discount as a promotion. My 82 year old godmother asked me to talk to her to clarify if it's true. I said it's too good to be true. And LOREN told me twice over the phone that there is no catch! LIES. Of course one month after, which is now, LOREN unauthorized removed unlimited data to two lines to deduct $50 from my bill and add the cost of the "FREE TABLET" $50 to even put the bill. This is ADULT ABUSE , selling under wrong/false pretense. And how dare she manipulate my bill thinking I won't notice the changes that was made. My godmom came in to get help activating a new IPHONE, she is 82 years old and LOREN took advantage and changed our plan without our consent. Now TMOBILE says they can't change it back and we can't return the tablet which now were being charged $50 a month! read more

Wow. Where to start. From letting unregistered users add FOUR lines , devices , and accessories to my account , to fraudulent claims and allowing the employees to take advantage of my elderly family members by price gouging items and demanding payment in full this has been an AWFUL experience . When questioned and simply asked to make it right , they kicked out my grandmother with the statement "we want nothing to do with you ". Oh and if you need something cheap, they're literally offering "cash only " 75% discounts on items if they like you . They're literally stealing and selling items at will. This is not the first time I've heard of this at the store , and now my family is out of thousands that were fighting to be reimbursed for . Please please please beware ! Note: if a manager is reading this , contact me asap! read more

It used to be good in customer service but they hired new people that don't care about there customers . They don't care if we stay or go bit one day they will because one by one of is will go read more

Unfortunately, I had a bad experience at this location. The sales rep Loren or Lauren is very rude and has a bad attitude. She didn't listen to what I needed and asked for. She instead did what she wanted to do- added a prepaid line separate from my account. Then, told me that I could have added the line to my account. Well, that's what I wanted to do in the first place. She matter factly and unapologetically tells me I would have to pay again to add the line to my account. Why would I pay again just to add the prepaid phone to my account...it's too late. Maybe if she would have listened to me she would have done her job correctly. She didn't provide an apology. She questioned me when I asked for her name. She has poor customer service skills. This location is much closer to my home, but I will never step foot again. I will instead commute to the T Mobile store on Rockville Pike. Don't waste your time to call the business. I tried to share my experience with management, but no one answered the phone. I decided to call 611 and provided detailed information to a wonderful staff representative named Yesenia. Yesenia was appalled and informed me that my information will be relayed to a supervisor who will take care of the situation. read more

I have been a customer of T-Mobile for many years and can certainly say that the carrier is one of the best I've had in years. However, this location is NOT T-Mobile. This is an authorized dealer. I've been so frustrated with this location/dealer that I don't even know where to start. First, their phone number is useless. The 301-822-4540 number is never answered and it seems to be a fax number instead. I called the actual T-Mobile customer service department (*611), expressed my concerns and they tried to contact them without any luck. For over a week I've tried to call and I cannot get anyone to speak with. So what my issue is; at the end of June I traveled to my home state of Maryland to visit my 75 year old father. He had a 3 year old iPhone with Sprint. He was having issues trying to access his account, so we went by the T-Mobile store, there use to be a Sprint one near by. I figured since T-Mobile and Spring are converting, it would be the same. After speaking to Jose (store rep) he suggested for us to go to the Apple Store nearly 30 minutes away. We ended up going there but they said we needed to speak to Apple over the phone. After wasting nearly 2 hours during this process, we ended coming back to T-Mobile because we were offered a good deal. Since I have 2 phones on T-Mobile, the offer they had was to add a 3rd line for no charge, if we traded my father's iPhone, we would received a $500 credit towards a $700 iPhone-11. It sounded pretty good, therefore, we moved forward with the offer. There was a $200 balance which we paid on the spot. My father was happy he had a new phone, I was happy that we took advantage of this offer. The representative indicated that the offer expired on June 30th. A few days later, I called T-Mobile about a strange charge I had on my account. I was told that I didn't qualify for the "3rd line" promotion. Therefore, my monthly service cost would go up. I specifically indicated that I was told differently and on top of that, they are telling me that I will be paying for the trade-in that we made. Meaning, I traded in my father's iPhone for $500 and they are telling me that I still need to pay for that amount. I felt ripped off, I felt insulted, I felt taken advantage of. Needless to say, I've been trying to call the store but have not had any luck reaching them. I still have confidence and certainly a good experience history with T-Mobile, but this authorized dealer has really been a blow to my confidence on the company. If by any chance this dealership is reading this, reviews, please let me know what's a good number to contact you. If suggested to come by the store, unless you pay for a round-trip ticket from Miami, this will not happen. I am completely disappointed and frustrated with such service! John. read more

The managers is a totally cock he is always talking in the phone and being rude to the people, I went to that store and I was gonna spend a couple dollars and a saw that the manager had a serous attitude problem and that he was getting mad at a kid because he was touching a phone , this is the worst T-mobile ever . I ended up buying the phone but I took more than 4 hours because the crew were making mistakes and in some cases they didn't know what to do . read more

I have been a loyal customers for over five years not pay my bill fully befor the bill is actually do. Every month the to bile location on Rockville pike has close down this location in the Apen hill shoppe center I will never go to again the people are lazy and are very rude. I ask for a receipt and I was notified as no you can't have one we do paperless and that's a lie. Because I've been getting receipts when I pay my bill for the last past 5 years. IF YOU DON'T HAVE PAPER TO PRINT OUT ANYTHING JUST SAY THAT NEVER AGAIN read more

I will add my one star review to all the rest one-star reviews of this store. My advice is to stay away from it. My wife got a new s20 phone and the operating system crashed. I took it to this store and they opened it up looked inside and said somebody dropped it in the water. Evidently there's something in there that changes colors. But we both know that it never went in the water. So I took it to a corporate store in Wheaton Plaza and they replaced it on the spot. They said it was never dropped in the water. My only thought would be this store was trying to sell us another phone while the phone was still under warranty. They seem like a bunch of shysters to me. read more

I never take the time to write negative reviews, but...I've. Got. Time. Today. Listen to the other reviews and GO TO LITERALLY ANY OTHER T-MOBILE LOCATION. My husband and I visited this store back in September to switch from AT&T to T-Mobile. Unbeknownst to us, they happened to also being running a Samsung Galaxy S9 BOGO promotion which we were told we could pair with their promo where they pay off what you owe your old phone company. Well, we should've known our visit to the store went entirely too well, because a month later we still hadn't received the card we were supposed to get to pay off our nearly $700 AT&T bill. I called the store and confirmed with the agent we'd worked with that he did tell us we could take advantage of both promotions. He said he'd look into it. Never heard from him again. Fast forward a billion calls to both T-Mobile customer service and the store later, and WILLIAM the store manager tells us that we can't combine 2 promos and it's just too bad that all we wanted in the first place was to have the money paid towards our bill (not the BOGO deal we didn't even know about) & there's nothing they can do to follow through with what we were promised. He *claimed* that he'd talked to the district manager (despite the fact this person was supposed to call me ~3 weeks ago, I still have not heard from him) and other higher ups and they all said the same thing. Later that day, my husband called T-Mobile customer service again where the agent he spoke to finally took the time to read the fine print on the deal and confirmed that because the BOGO deal was a Samsung promotion it can be combined with T-Mobile promotions. Finally, finally yesterday we FINALLY got what we were promised 2 months ago. Throughout this whole ordeal I received the worst possible customer service from the store - they didn't make good on a deal they promised, never once called me even when they said they would, and basically gave me the runaround for over a month despite confirming that I was only asking for what they promised me. DO NOT GO TO THIS STORE. read more

Terrible service when I came in to switch over from an older phone to a newer device. I came in expecting to have individuals that understood the difference between a micro SIM from a nano SIM card, but I can see how inexperienced their employees are. The manager I assume took care of me and said everything was good to go, only to find out that my service was never activated on my new SIM. To top it off, he seemed too busy to even care while looking at his cell phone mid transaction. To me it was like a slap in the face, they were not there for the customer more to them it was just another 9 to 5 job. I ended calling T-Mobile directly and was taken care of by a sweet woman named Alexas. If I didn't need the SIM right away, I would have just done it through the phone. read more

Now I know why there is one star rating at this store the service sucks with very inexperienced people, went there and paid the premium on my phone and here two days later my phone was cut off for non payment I went thru hell and back to find a solution where my money went .. I will never step foot in that store read more

DO NOT go here. Worst customer service ever! I wish i could give zero starts. There's one employee there that stuck her tongue out and started to adjust her tongue ring(why not go to the back. Or at least bend down behind the desk so customers don't see you) And as she pulled her finger out of her mouth. There was a string of saliva that followed......... every time you asked her a question she would roll her eyes like it was a stupid question. I over heard a manager talking to a customer while I was waiting. The customer didn't understand why she was getting charged for something. The manager told her "I don't have time to explain to you" WHATT????? THE MANAGER. They DO NOT explain anything to you. I wish I looked at the reviews before I went here. Never again! Had to post on here and google too read more

This has to be the worst T-Mobile location ever. I have never encountered a more incompetent group of people in my life. I went on a fairly busy day and they can not handle a crowd. They were so unorganized and argued constantly amongst themselves. Absolutely the worst customer service and no knowledge of anything. They rudely and slickly try to up sale you. They attempted to do that to an elderly woman while I was waiting to be helped and she caught wind of that quickly. Any other T-Mobile I've been to has excellent and some even have "okay" customer service but this place fell short of my expectations. They're store manager was just as rude and unprofessional as the rest of his staff. I guess he taught them his bad habits. Do not go here! Lawd please do not go here!!! I would have giving them zero stars if I could. read more

Insulting, incompetent,and unacceptable. Wasted my time coming here twice. The "manager" seems to never be there. When he so happens to be present he is as much help as a sack of rocks. Absolutely the worst service. They treat you as a panhandler or some sort of lair. Good luck if you ever have the misfortune of stepping in this "establishment". Trash 0/10. read more

Walking in the store for just a small phone issue and well Atleast it was going ok, I just didn't appreciate the mean mugging some of the reps at the counter were making, the fact one rep was being super unprofessional with acting "Hood" as she kept mentioning and she asked for liquor bottle as a saying thank you but honestly that was gross. Won't be going to there store anymore cause that's disgusting and extremely unprofessional seeing that from a young lady. read more

This place sucks. At first things were kinda ok. The sales person answered most of our questions then we were transferred to another person. The next sales person that I had to dealt with was this guy who only cares about up selling services (that you don't need) & phone accessories, but very impatient and condescending when asked about details of service plan and technical stuff. He took time to explain some extra gadget that we don't need (I was listening but my mind was thinking about what should I do with leftover thanksgiving dinner), then decided that we need to add some junks for additional cost which then my husband who normally very polite and soft spoken had to tell him we were only interested in getting the phones. Then he changed his tone after he realized we were not dumb customers. Shit really hit the ceiling when my husband was deciding on which color of phone he wanted to get. After a minute he scoffed and said "well there are only 3 colors there. you don't have other option". Thanks for pointing that out, Captain Obvious. You must be fun at parties. Then he came back and proceeded to threw the phone boxes (that we are about to purchase) to the counter. BRUH. Wtf. I noticed another sales person made loud condescending comment about how the potential customers she dealt with didn't have ID and she couldn't help them opening an account. Eh, we all know that but no need to be a dick though. Who knows if they just moved here and don't know any better. Anyway unless you love shit customer service I'd suggest steer clear from this dump. Tbh I wish I went to T-Mobile at Montgomery Mall where I normally go to... I kinda feel insecure with this guy handling my personal info and whatnot. read more

The worst place ever! They sold me a defective phone & then tried to say it was water damage when clearly it wasn't. When I go try to exchange after telling me to go on the weekend they said it was too late & that I had to pay a warranty fee to exchange their defective phone plus pay for another screen protector. The most unprofessional and lying tmobile ever! STAY AWAY! read more