We switched to T-Mobile at this location under a promotion for four free phones and a free watch, with a quoted monthly rate around $180 before tax. After signing the contract and paying approximately $260 (reduced from ~$320 due to a $60 trade-in credit), the store discovered a screen defect on my iPhone 12 and devalued the trade-in after the agreement was completed.
Because of this, I did not receive the second watch associated with the promotion. I asked to cancel and re-run the transaction so I could keep my phone and receive the correct promotion, but the store could not provide a clear answer.
I was later asked to turn in my phone before fully activating the new devices. I requested and received written confirmation that my phone would not be erased or shipped without prior communication. Despite this, the phone was erased and shipped anyway, without contacting us.
After weeks of unanswered calls and unfulfilled promises from this store, our lines were canceled, we were billed for a watch plan we did not have, and our bill increased significantly. Only after escalating through T-Mobile customer support were the issues finally corrected. Unfortunately, the phone was already gone.
Customer support was helpful. This store was not. Document everything if you choose to work with this location. read more