On April 9, 2025, between 4:00 and 5:00 PM, I visited this store in North Miami (147th and Biscayne Blvd), FL for assistance with a new phone I had recently purchased. Upon entering the store, no one acknowledged me or offered assistance with check-in. I approached a young Hispanic lady with glasses, who told me to have a seat and that signing in was not necessary. After waiting 5-10 minutes without any acknowledgment, I approached another employee, a heavy-set young man with a beard, later identified as Vitor, and requested to be signed in. He indicated that he had done so but did not request my phone number. Vitor stated it was unnecessary. However, after waiting another 10 minutes, it became clear that I had not been signed in. After an additional 10 minutes without assistance, I approached A THIRD EMPLOYEE, who confirmed that I HAD NOT BEEN SIGNED IN and then he properly completed the process. Approximately another 15 minutes later, Vitor finally assisted me. At this time, it has been about 45 minutes to one hour of waiting with no assistance. I explained that I needed help transferring data from my old phone to my new one. Although a transfer was completed, not all apps and files were successfully moved. When I raised this concern, Vitor told me that some apps must be transferred manually, which has not been my prior experience. As someone who is not very tech-savvy, it took me several hours afterwards to complete this process on my own. Additionally, when applying a screen protector to my new phone, Vitor failed to properly prepare the surface, resulting in damage to the first protector. He then re-applied a second protective cover correctly. For my old phone, I also requested a protective cover, which he stated he had ordered since it was not available in-store. As of yet, I have not received any confirmation of the order. Throughout the interaction, Vitor repeatedly attempted to sell me additional products I was not interested in, and his approach felt overly pushy. Overall, I left the store with only part of my needs addressed. The level of service I received--both from Vitor and the store--was disappointing and fell well below the standard I expect from T-Mobile, especially as a customer of over 27 years. Because of this experience, I am seriously considering switching wireless providers. read more

TERRIBLE Service and Sale of Defective Product. Systemic Issues at T-Mobile Aventura Store. On December 11, I purchased an iPhone that immediately started critically overheating. Sales rep Odetto ignored the issue. Manager Luis confirmed the defect but refused to process an immediate exchange, promising a "simple replacement" on December 13. When I returned on December 13, Luis demanded that I pay the full price of the phone a second time, treating the original payment as a refund later. This is a false promise and an unacceptable scheme. Furthermore, due to Luis's failure to activate the promised phone number, I lost communication for several days. I observed another customer with identical complaints. I demand an immediate exchange WITHOUT requiring double payment! I strongly advise against this store. Dates: Dec 11-13. Staff: Odetto, Luis. read more

This establishment has some of the worst customer service I will ever experience. I went into the store in need of a new phone as my previous phone has been glitching. I did not expect an exchange for my phone, I simply needed a newer phone. the initial employee was helpful and respectful, the information she offered appeared to be thorough so I could make the best purchase decision. But, she then explained that I may be eligible for an exchange or something along those lines but she would have to speak to her manager. She then asked if she could take the protective screen off to which I said okay, only bc I thought I was going to leave with a new phone. She took the phone and left to the back. After a while, another employee came out on his tablet. I then asked him if he knew where the lady was who had my phone. He immediately responded in an adamant tone that she was speaking to the manager and she will be out soon. I said okay but thought he seemed yo be in a bad mood. Minutes pass and I ask another sales girl about who the manager was she described her as being short. I waited. Minutes pass and the first employee comes out with my phone stating that the manager said my phone wasn't eligible bc of the condition. I explained to her that it was okay as I wasn't expecting to exchange it but that she should know, a few months back, another manager said the varies pixelation would not prevent it from being exchanged. Understandably, it wasnt the current employees fault someone else said something completely different but nevertheless it was somewhat irritating bc there establishment comes off as dishonest. I then see the 2nd employee (Drake lookalike) go to the back of the store. Next, the self professed manager samara walks out. She is immediately hostile. She states that "they" don't have to work with me and that I can leave. I'm literally caught off guard. It was clear she wanted an issue, with both tone and body language as hostile. I attempted to explain the situation but as she wanted a problem most likely due to her inability to truly manage situations she resorted to being rude and presumptuous. She then said "we" won't be working with you and that I could leave. I asked why and she said that she was telling me to leave or she would call the police. Completely uncalled for and also potentially dangerous, I said I would call the police myself. She then proceeded to call. The police came in two different vehicles. I gave her the opportunity to speak first. I then spoke to the officers. They advised me to just go to another establishment.They asked what I needed and I said I wanted the information so I could file a complaint. The Officer went and got the manager samaras name and I left. This is the second time I went to this Tmobile and it's the second time they have kicked a customer out of the store. They obviously want bullies, not employees to work at this location. It was a horrible experience. read more

We came in to the T-Mobile store for a phone upgrade and Nicholas helped us. What a treat! Not only is he extremely knowledgeable and patient with his explanations about the different plans/upgrades available- but after reviewing our account, he was able to pick up on the fact that the way our "family plan" was originally set up was flawed, as there is a better way available that allowed us a better plan with much better incentives. He was an absolute pleasure and T-Mobile is lucky to have him. Just the way he answered our (many!) questions with such grace and comfort gave us a great peace of mind. We'll never visit another T-Mobile store. Keep in mind, prior to this visit we went to the T-Mobile on 163rd street near the mall and left without completing our purchase due to the lack of professional and interest by the employees. That store made us consider switching phone companies until we came across Nicholas and his wonderful service. read more

They were very helpful w a broken phone n made suggestions as best way to fix it. Plus, we left one phone there and they safely saved it until we came back. Great service! read more

They need more employees. Waited for a very long time to be seen. A little more structure is needed

My partner and her 85 year old mother went to get a new Sprint phone which has merged with T-Mobile. Her mother had to go because they were told she had to be there to authorize it. After the usual wait they got the phone.The next day it wasn't working. They returned the phone and after a two hour wait were finally told the phone was defective and they had no other phone like it, (It was a flip-phone). They were told "go down to the 135th St. store they have one and Jose is holding it for you." When they got there (the store was crowded which they were trying to avoid by going early to the first store) they were told, there is no Jose here and you'll have to wait again. Oh and by the way they got into a confrontation with someone who refused to wear their mask over their nose. After two more hours of waiting at the second store on 135th, they finally got waited on and were told that they don't have a Sprint Flip Phone. Only T-Mobile which is not compatible with her Sprint service. They would now have to order a phone from Miami. This is after 5-6 hours of waiting. This is the most incompetent f'd up system and people I can imagine. J was going crazy and her mother was about to faint when they finally gave up and asked for a refund with no phone and nothing accomplished. They then refused to give her a full refund with no explanation. Now they're headed back to 178th Street. Stay tuned. read more

I purchased a lifetime warranty screen protector A few months ago and they will not honour it.

It look like most of Business in Florida specially in the area of Miami are the worst customer service in the country.. people just don't want to do their job the right way ..don't want to work.so what is happening is all these people who fled from there ruined countries are coming to the US to Miami and trying to achieve the same thing they did in their own country... and that's why we see this chaos read more