I am shocked by how bad this company has become. It used to be great, but as it grows it clearly cannot provide customer service. I originally connected Netflix with TMobile and received a confirmation that it was connected. Except that it wasn't and I was being charged in full for Netflix instead of getting the promotion of basic Netflix on them. In December of 2024 I had a chat with a TMobile representative, helping me reconnect Netflix to TMobile. I have a full copy of the chat, where the representative confirmed that it was connected. It got disconnected at some point and I have not received the Netflix benefit again. I just called TMobile and the most unprofessional and unhelpful discussion with Customer Service. They agreed to reconnect it, but actually blamed me for disconnecting it (which I didn't do) because they had no record of it. They also blamed me for not being proactive about this issue. I actually asked only for a credit of 50% of the amount I shouldn't have paid. They told me to call Netflix. Netflix has no connection to TMobile's benefit, and TMobile still said I should ask them for a credit. TMobile refused to contact them and wanted me to be middle man. I initially spoke with Bonez in Customer Service. He seemed helpful until his only solution was for me to call Netflix. Everything went downhill and I had to asked at least 15 times to speak with a supervisor. Finally I spoke with Chase, who parroted everything Bonez said. I asked to speak with his supervisor but said there was no one there that could do anything else. He then refused to give me the name or department of someone else I could talk with. Extremely bad experience with TMobile since 2024. Great prices, but terrible customer service when really needed, or not providing a service they said they would makes the great price not really great. read more

T-Mobile acted like a big baby when I switched to a provider that they are a parent company of. On 2/12/26- I paid $350 on a delinquent bill of $934.00 On 2/14/26 - I received a bill for the balance of $584. On 2/27/26- I paid off the balance of one phone at $191 by going through T-Lite and selecting the phone icon and line item and paying it off. On 2/27/26-I spoke to Customer "Care" inquiring about the "added $33 for installing new internet service", a fee that was not discussed after sending me an advertisement that service is available in my area - among other 'fees" and "charges". I asked the Rep how we could fix this, to which she hung up the phone. Moments later, I received a text message that the service was canceled. When I called T-Mobile Customer "Care" back, the system did not recognize the number and sent me through the new customer auto prompts. I tried logging into the T-Mobile Lite App - it didn't recognize the credentials. I called T-Mobile Customer "Care" again and requested to speak to a supervisor. He advised that the bill was now $1,045 (from the time between Feb 12th-Feb 28th). He advised that the new charges were for "back dated charges". I began to explain how that could not be, to which he interrupted me and said, "you cancelled the plan". At that same moment, I received a text message that the plan had been cancelled. Rather than unlocking the phone that I'd just paid for and allowing a peaceful transition to a company that T-Mobile owns, T-Mobile behaved like a huge, orange baby, who'd rather break all their toys than let someone else play with them. So instead providing a rational explanation as to what the costs were for, T-Mobile re-lumped the cell phone balance that I'd just purchased into the overall balance, then claimed I "the account was not in good standing" to transfer that phone, all while simultaneously canceling the plan while on the phone with me. They then trumped-up charges and claimed an overdue balance, twice the amount of the bill just sent to me on 2/12/2026. The very definition of "sore loser" and epitome of horrible customer-business acumen. Signed, EXTREMELY ANNOYED BY HOW T-MOBILE BEHAVED ALL THINGS CONSIDERED!!!!! read more

I couldn't be more pleased with the knowledge and professionalism of the T-Mobile technical service staff. Without getting into the weeds my WiFi went down. They had the problem diagnosed and fixed in 15 minutes with a generous account credit for my trouble. They even called back an hour later to make sure things were still copacetic. Try getting that from a bot. This just goes to prove that companies whose customer service sucks are making a conscious decision, through indifference or financial pressures, to ensure an undesirable outcome. Thank you T-Mobile. Five easy stars. read more

1) Lax cybersecurity when T-Mobile was hacked. Now I receive hundreds of spam text. Report and Delete button doesn't work. Their tech support gives wrong instructions. 2) Unable to receive calls resolved by reset which deleted my custom ringtone and passwords. read more

T-Mobile - Report Junk text fails to stop hundreds of spam. - Mobile Phones Near Me - Bellevue, Washington

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Here is how my interaction went: Me: I have a old $25 per month grandfathered plan. Can I add a line to my account? Associate (TJ): Sure, you can add a BYOD line for $30 a month. Me: Would it affect my current plan? TJ: No Me: Sure, lets do it. 1 month later, my bill comes out to be $170 a month so I went back to the store. Me: Can you help me check why my bill increased so much? TJ: Yeah, in order to add a line we have to switch your plan to the most expensive plan which is $140 a month. Adding the new line is $30, so total is $170. Me: But I thought you said it wouldn't have affected my current line? TJ: No I wouldn't have told you that, it is obvious that you have to switch to the most expensive plan in order to add a line, everyone should know that. And also we will not be able to switch you back to the old plan because that is impossible to do in store. I liked TMobile but this is the worst customer service I have ever seen in my whole life, basically trying to scam customers. Even if what he said was true, any decent human being would at least warn a customer if they are increasing their bill 6 fold! read more

Due to financial hardship, I have been attempting to cancel my account with T-Mobile after finding a significantly more affordable service. Despite making multiple attempts to cancel and request my account number in order to port my phone number to Xfinity, I have repeatedly been provided with incorrect PINs and account numbers. As a result, I have been forced to pay for two separate services at the same time. Each time I contact customer service, I am given conflicting information and no clear resolution. Cancelling a service should not be this difficult--especially for an account I have consistently paid for. As a consumer, it should be my right to choose when and where I receive service. What has been most distressing is that this account belonged to my late husband, which we shared. For sentimental reasons, I kept the line active. I have now been told that T-Mobile needs to speak directly with my husband--who has passed away. This experience has been deeply upsetting and humiliating. I am requesting immediate assistance to resolve this matter, cancel my service, and provide the correct information needed to port my number without further emotional or financial burden. and would like the account closed and to be refunded for all of my trouble and horrible treatment. signed" good customer that has been mistreated: read more

My recommendation: stay far, far away from this company. After closing my account and returning my equipment, and being told my balance was 0.00, T-Mobile sent me a bill for $1.83. They did not specify what this charge was for. I would have just paid such a piddly amount, but I was never able to establish an account because their phone app doesn't work right. (One of the reasons I cancelled. I called their customer service (they don't allow you to talk to billing direct) and the service representative stated that he reversed the charge, that my bill was now 0.00, and I would receive no further bills. So far so good. The problem arose when I requested an email so that I would have a record of our transaction in writing. I haggled with him for over 30 minutes (he kept putting me on hold) insisting he could not do this. I kept asking to speak with his supervisor and for about 10 minutes he refused to transfer me. He finally did. I then talked to the supervisor, who told me he had emailed the billing department and they would send me the email I needed. So far so good. But THEN he said it would take up to 24 hours. Given T-Mobile's history with me of lying, there is no way I trusted this. I informed him that I would be staying on the phone until I received the email. We haggled for 20 minutes or more. He finally hung up on me. There is no way to reach their billing department or corporate headquarters by phone or email. read more

I am so disappointed with Tmobile and there is no way to contact them via email, so I am posting here. I contacted them to tell them that I was transferring to Verizon. They didn't even ask me why or try to save me a long time customer??? I tried logging in to pay my last bill, but was not able to do so. They sent me a bill for $574, what the hell. I still don't know what this charge is for. I have so many disappointing words to say and you can only contact them through chat, what a joke or by calling??? What the hell, we will see if anyone contacts me?? read more

I don't recommend Ashley. She convinced us to sign up for a family plan by promising benefits that weren't true. The next day, when we went to trade in our phones, the manager had to apologize because she had given us false information. She also refused to sell us the phones the day before because the store was closing in an hour and she had to leave for the airport. In the end, we got stuck in an expensive plan without the phones we were promised. read more

They stole money from me after canceling my plan they charged my credit card. Can not deal with these thieves

We upgraded and traded in the old phone. Jerry was so patient to set up the phone and transferred the data, even this was busy holiday weekend. Thank you! Really appreciated it! read more

I've been a customer of T mobile for more than 20 years. For the past few years, customer service been outsourced. No quality whatsoever and the worst part is that outsourced call centers dont care about integrity of the company and let go customers to competitors without hesitation. T Mobile has been charging me for the service I never used for more than a year. I did a tryout and didn't work for me. Especially, the person who tried to set up the service was not knowledgeable. Three times I called T Mobile about this matter during this span. Nothing has been resolved, until 3rd time. Only then they gave me a favor and after 2 months issued me a refund for 6 months. For other months they are not willing to refund. I stopped paying bill and they suspended my service. On this plan I have both of my parents, who are elderly and have no communication. I asked customer service numerous of times to escalate the issue and resolve it, so I can continue use T mobile service and pay on time, how I did in the past. Nobody contacted me. A few supervisors tried to help. Promised me call backs. Nothing was done. For more than 2 weeks we have no communication. That is how T mobile pays back on loyalty of more than 20 years of dedication with them. Be aware. They won't try to help. They will turn around and will make you a guilty party. I have tried to contact headquarters. The outsourcing company, which is over seas wont connect you. I will do my best to sue T mobile for elderly abuse of seniors, who require medical attention, leaving them without ability to contact their doctors. Don't stay with a company, which doesn't respect customers and have no fair approach to issues they created themselves. read more

So, we recently made the switch from lifelong AT&T/ Cingular mobile service customers to T-mobile back in January. We came on a busy Saturday and Bunny was kind enough to answer a lot of questions we had about the services. However, we weren't quite ready to pull the trigger and make the change yet. We still had to back up our phones. After debating we decided to make the switch, an hour before they closed. This time Sunny helped us, Bunny's brother. We ended up staying past closing, we felt bad, but the staff never conveyed any disappointment for staying late. So far we've been satisfied making the switch. For one they gave us an awesome $500 trade-in deal for my hubby's iPhone 7 (better than anywhere else at that time). We also love not having to manage connectivity when traveling abroad. In February, we traveled to Thailand, Vietnam, Philippines and Japan, and we didn't have to scramble to get pocket WiFi or SIM cards, nor did we have to get a separate international plan (a HUGE savings). Plus if you're traveling to/from or within the US, you get free WiFi on the plane! My hubby and I were streaming during our flights to/from Seattle and Narita and Incheon. T-mobile, you have found satisfied customers with us! read more

After dealing with an absolutely horrible experience at the Issaquah location regarding the purchase of a new phone, I came to the Bellevue Square location frustrated and was prepared to leave T-Mobile for another carrier if the issue was unable to be resolved. The whole team at the Bellevue location was incredibly helpful and reassuring. Ashley especially was an INCREDIBLE help, and guided me through the whole process of purchasing my new phone and getting everything set up. She also helped me find a new case, screen protector, protection plan, etc. She was personable and I was so happy with my experience, that I left the store with my attitude towards T-Mobile having done a complete reversal. Ashley and the team at the Bellevue location retained a customer for years to come today. Thank you guys!! read more

Mike was extremely helpfully. I had to transition my plan, add a new watch and handset line and then upgrade two lines. All of this took two days to get done (my fault not Mikes) and he was very helpful and informative throughout each step of the process. He even found a way for me to get the best deal on my new phone possible which went a long way with me. Hands down, Mike is a solid employee and great worker. Will definitely be coming back to work with him in the future. read more

During such a difficult time having a situation come up where I needed to replace my phone last minute because I waited for my jump on demand to almost expire Created a tough situation for the sales associate. Let's add a few more details LOL number one the account holder who lives in Washington state had to be present in Bellevue, I the person who waited till last minute lives in Los Angeles now lol. Let's add the worst detail, wanting a phone last minute that had more availability on Christmas Eve during a 50% off sale... In other words impossible But that didn't stop the sales associate for being extremely helpful yesterday, with my friend who was there and present At 4:30 on a Sunday because of me... Young lady that helped my friend called every available store that she could, and confirmed that my situation just couldn't be cured because of the timing. The timing is my fault, and even the T-Mobile stores here in California Were extremely polite and patient But what stood out more with the fact that this young lady, whose name I wish I could remember, made every effort possible to find out if the phone I wanted was available. This is the kind of service that deserves recognition this person did everything they could within reason to help me. I hope to God to learn that person's name soon but in the meantime the store obviously has some of the finest employees during such a difficult time to the young lady who helped my friend Abby yesterday, thank you so much. To the manager I spoke to today, you guys are doing a great job! My next visit to Washington State I have to stop by and thank you all in person! read more

This is for Mint Mobile which is owned by T Mobile. Don't waste your time or money with them. Not able to do what they say and no customer service. I ordered phone and pre-paid for a plan for a year just to get it and realize You only can bring your number over when it said you could get a new number. Calling in they say no although it said online you could. They say you must return it and pawn you off on another person to tell you no and it was denied. So now your totally out everything with no options. Worst customer service and scam I have ever seen! read more

After absolutely frightful experiences being Verizon and Xfinity customers (for almost a decade) I decided to try out T-Mobile. The customer service was amazing, Katie did a great job getting the plan we needed set up. If you are doing your research about what plan will work best for you, definitely check out T-Mobile's options. I also like that they don't force you into autopay (which our previous providers used to their advantage). Thanks for the great experience! read more

Very deceitful at stores, telling you your eligible for a "free upgrade" after taking the upgrade I received an e-mail with my next bill amount. Horrified they added to new lines (not activated). I go to a corporate store in Newington NH who said they would be unable to help, I need to go back to the store where the transaction took place. Upon going to the store (franchise location) Seabrook, Nh, they said that was why I got a supposed free upgrade adding about $100.00 extra to my bill. They give a window to return if unhappy, they then charge me $20.00 restocking fee, for the deceitful sale. I suspect it is commission driven. So I call Corporate looking for help (ha ha) they say the store is who would need to refund the $20.00 which wasn't happening. They then said billing had already started for this billing period, so my bill ended up being $100.00 extra. I had requested a supervisor which I never got, but the representative was speaking with a supervisor (Sarah) which offered no help. Later I received an e-mail from Sarah asking to hear more about my experience and how they can better support me. What a joke, she was the one who was calling the shots and I told her as much. Be very careful when using T-Mobile. read more

Traded in an iPhone which had find my iPhone disabled but the staff marked it enabled which screwed up rebate.

Going in to change service and really got the eye roll. Saw the whites of her eyes folks. She didnt seem happy to be working there. read more

T-Mobile - Anger lives here - Mobile Phones Near Me - Bellevue, Washington

I came here to trade in my IPhone 10 when my phone got stuck in a boot loop and Mike helped me tremendously and was so patient with me. I definitely recommend this Tmobile and ask for Mike if he is in! He is very pleasant and so helpful and patient! He is always quick to recommend or ask his coworkers for ideas in order to help make the process go smoother! Thank you so much Mike for everything! read more

If anything check your bill especially if you have paperless. When I got the service they told me it would be 50.00 a month plus 25.00 a month for mobile hot spot. Finally after a year I just happened to look at my bill online, come to find out the 50.00 included the hot spot. The 25.00 extra was for international Which I never use. Called them and they could have cared less. IF ANYTHING CHECK YOUR BILL read more

I've had T-Mobile for about 4 years now and it's been.... mostly good. I've had mostly good experiences with customer service (over the phone), liked my phones and had an easy time replacing them when they randomly stopped working, have a good deal for minutes, etc. The only problem with service has been that I don't have service in almost any in the buildings on the UW Campus (while I see others chatting away near-by). This store in particular, however, gets 3 stars for wasting my time. I had an issue with my sim card once and it ended up requiring them to copy my information to a new sim card and getting rid of the old one. Several months later I had the same problem and figured out that it happened both times after I put the card into an old phone of mine (so apparently it was flawed somehow). I came into this store, explained what's going on, and explained what was done last time to fix it. Instead of listening to me they spent about 15 minutes trying to "figure it out" and THEN doing what I asked them to do in beginning. More on T-Mobile in general- I don't remember getting notified that it now costs 20 cents per text message (since I don't have it on my plan but used to sometimes use the feature). Thankfully they now let you turn off the feature so you won't get charged when your friends decide to randomly text you instead of calling. Anyway. Mostly it's been good.... but I'm probably switching to another company when my contract ends in March. I spend a lot of my time on campus and it would be really nice to get reception when I'm indoors (so I could pick up or at least see my missed calls). read more

I simply cannot believe how poorly T-Mobile is treating this 20 year loyal customer. I have remained loyal to this company for their incredible rates, great customer service and transparent pricing. A few years ago I upgraded to a "classic" family plan that included up to four lines for $100/month, and a "kickback" incentive that gives a credit for the lines that don't use a lot of data. We had only been using 3 of the allotted 4 lines. My bill has been $110 all in for 3 years. Until now. I called T-Mobile for 2 reasons. I wanted to take advantage of that 4th line that my plan promised, and I was curious why I had never received the kickback credit. T-Mobile said they could add the 4th line to my current "classic" plan free of charge, but couldn't activate the kickback because that promotion no longer exists. No problem. But then the rep said I should actually upgrade to the T-Mobile "essential" plan. This would be 4 lines for $120 with a $35 credit applied monthly. IE $95 for the new plan instead of $100 for the old one for the 4 lines. First month on new plan $147. When I call they say the $35 is a manager initiated credit that happens a few days after billing, and that it would be applied soon. Not to worry. Never happened. Next month same. Next month I call again. "We're sorry, we can't apply manager credits to the particular plan you chose." I didn't choose it! You put me on it to save a mere $5. Just put me back on my original plan then. Nicky informs me that that plan is no longer available, I was just grandfathered onto it. Supervisor please. Supervisor Chyna gets to hear the entire story. I called with a minor problem and T-Mobile solves it by changing to a better plan to save $5. But in reality it charges me $37 more per month, or 34% more. And when I say that's crazy, they refuse to just revert to the way it was prior to them interfering with it. Chyna assures me that this is "completely all our fault" and that there's no way they would "lose a 20 year customer" over something so easily fixed. Chyna says that it will be resolved to my satisfaction, BUT that only an account manager can sign off on the approval. She tells me that she will personally call me back on the following Wednesday with the resolution. No call Wednesday. Thursday I get a voicemail from Nicky that says, "I asked my supervisor about giving you a free line, but its just not compatible with the plan you have chosen." So after 20 years, T-Mobile thinks they can just change my plan from $100 to $150, and they blame me for it. Shopping around T-Mobile. read more

**UPDATE** RUN, DON'T WALK AWAY FROM TMOBILE! It's my never ending nightmare within the 7 circles of HELL with TMobile that is STILL ongoing! Unbelievable almost 1 month later and due the the incompetence of this store and moreso, the incompetence of the salesperson, Katy/Katie/Katie, whatever the spelling, her incompetence is staggering! I was also there with my husband, while I paid off my last iPhone, so I could partake in this special, she went after my husband but NEVER not even ONCE did she offer any type of family plan, she just upsold him a phone AND told him he "might as well get an apple watch" since he was "already paying for it". WHAT? You mean he was being charged already for something he didn't want or need? Sounds like T-Mobile has been stealing from him for YEARS! Sounds like we need to get a class action lawsuit against them! Stupidly, he took her lying bait and ended up with something he did not want and will not use, simply because Katy/Katie/Katie LIED to him. Wow, a new low! I have spent hours on the phone to get them to fix it and they are incompetent on that end, too. Just massive LIP SERVICE. Verizon is a better network and as SOON as the T-MOBILE LIARS have returned my money, I am off to Verizon! I know they all kinda suck, but nothing has been as bad as this ongoing cycle of pure HELL. And all I was trying to do was GIVE THEM MORE MONEY AND A NEW PLAN!! When Katy/Katie/Katie set me to the side to pay off my old phone, I followed her directions and paid off the phone in store online there with my ipad, and come to find out, I guess unbeknownst incompetent Katy/Katie/Katie, it triggered the fraud alert. WHICH IS STILL ON MY ACCOUNT! Even though I was GIVING THEM MONEY! Not taking anything but GIVING THEM MONEY. The nightmare continues I have been fighting to get the money back for several weeks now, and even though tmobile has accelerated the refund, I still don't have. They have no trouble TAKING your money and lying to you about things you really ARE NOT ALREADY PAYING FOR. I went in early for the Mother's Day free phone and after being there nearly an hour, paid off my old device but was then told that the deal was only available to me online. So I went home and ordered it. And more lies and multiple chats and it turns out that Katie, at this store in Bellevue Square, put some sort of security fraud on my account that has created a hold on my account that they cannot fix until I go into their store, AGAIN. I will not step into that store again and moving my account to Verizon. It will cost me more, but this has been an unbelievable hassle, so it's worth it. Already spent 1 hour exactly in chat today, and hours already previously. Not worth it PAY A LITTLE MORE FOR VERIZON and it will be worth it in the time you waste. VERIZON IS THE WAY TO GO!!! Ditch the LIARS, all of them, at t mobile! TMobile = Liars. read more

First off, let me say this stores Assistant Manager, Derek Bustamante is seriously the best!!! I entered the store a couple weeks ago and was kindly greeted by Caitlyn, their "Mobile Expert". I explained my phone situation to Caitlyn and it seemed as if she was going to do her best to help me but DIDN'T! During our conversation, Caitlyn called Derek over to explain my situation. As Derek was helping and giving me alternatives to resolve my issue, Caitlyn got upset and said: " I'm not dealing with this". She aggressively hung the phone up and continued to stand there.... huffing and puffing, rolling her eyes. Caitlyn then walked away to the back room. I totally understood why she was upset but behaving the way she did on the floor and in front of customers is completely out of line and juvenile. Her customer service was horrible. At the end of my 30 - 45-minute visit, Derek provided exceptional service. He went ABOVE and BEYOND to help me solve my issue, while he still took the time to explain the companies policy to me for future visits. I am 100% positive that EVERY T- Mobile store needs a DEREK Bustamante. This ***** is for David Bustamante and his remarkable service! IF YOU WANT GREAT CUSTOMER SERVICEM ASK FOR Derek! read more

I went in to buy the new iPhone and was waiting for 20 mins and didn't even get acknowledged I was in the store. Usually I wouldn't mind if the store was packed, but not many people were in there. One employee was holding the phone to his ear for 5 mins without saying a word, and another lady was just walking around the store holding a tablet. read more

I really. Really. Really. Like ridiculously, happily really wanted to praise the worker that helped me return my iPhone 7. But nope. I ended up ordering an iPhone 7 Plus afterwards and it was all good. Decided to check my account when my phone arrived a month later to find a new $10 monthly charge. Learned that this guy decided to add insurance on my phone when I never agreed NOR did we even have any conversation on insurance. Even if we did, I still didn't need it. But it happened. And I'm mad. And I have no doubt he did that because I refused another offer he tried pushing on me over and over but I just did not want to add an extra line. I do have to say one of the reviewers rated them quite unfairly due to 1. It has nothing to do with this specific store. 2. It's really not T-Mobiles fault for you not being able to redeem something 3. This plan first started without "T-Mobile Tuesday", therefore it is doing no harm to us as we are not spending an extra dime for these. read more

I reluctantly visited T-Mobile last night to grab and activate a nano-SIM because the micro-SIM was not aerodynamic enough and all that plastic was deadweight dragging the iPhone 5 down. The only thing the nano-SIM is good for is it fares well in losing itself because it slipped my scope of vision four times last night. Being in here ranks among one of the top 3 most painful things a human being can ever experience, trailing closely behind dating a graduate student and masochistic shoelace asphyxia. The vomit-inducing fuschia that they proudly light up and display all over their store is as stark as a baboon laying out its bare ass for the world to take a long gander. When all they hire are daft university indentured slaves who are simultaneously chained at the ankles to corporate scripts, I regard dealing with T-Mobile customer service with the pleasure as I would passing a kidney stone through my urethra. We waited for 10 minutes before we were able to get someone to give me a nano-SIM. How hard is it to give me a fucking nano-SIM? They have a stack of it at every kiosk. God forbid any one of the 15 employees working there at one time breaks protocol in punching numbers in their tablets and assist me with this 2-minute task. The whole visit was a drawn out ordeal. And I didn't even end up activating it in the store. Total waste of time. read more

For one reason or another, I find myself frequenting this T-Mobile store every other week. The staff here is friendly and welcoming; I think some of them even recognize me now. It's kind of like Cheers where everybody knows your (my) name. Or rather, my phone number. Sure, I get inconsistent T-Mobile coverage at my house. And yeah, maybe a T-Mobile operator accidentally deleted my account and gave away my old phone number when I was abroad for three months this past summer. But what they may lack in coverage and finesse, they make up for in value and sincere customer service. I love my grandfather individual plan -- no other carrier plan could rival it. And the staff here is always ready to help in an unoffensive, non-presumptuous manner. Which is more than I can say for other carrier retail stores. (suck it, Bell. Square AT&T!) I just upgraded to a 1000 text plan for $10. I look forward to throwing more of my money away at T-Mobile. read more

WORST SERVICE EVER! everytime i come here to get something done to my phone, they always say they will do one thing and end up screwing me over (once i look at the phone bill). i rather go to a different store! read more

I spoke with Jello (ID#2568279) today about my ongoing issue that to this day (June, 27, 2019) has not been resolved. The back glass of my iPhone 8 Plus Gold 64GB is cracked up. I submitted a claim form online via T-mobile's insurance company "Assurant" on June 16, 2019. The online form automatically generated the name they had on file for my phone and prefilled it on the form. The name was similar (iPhone 8 Plus 256GB Red) so I overlooked the name thinking it was prefilled with the correct information. About 2 days later, I get an email from Assurant saying my claim was declined. When I called Assurant to ask why, they said for my IMEI number 356772080646866, they have an iPhone 8 Pluse 256GB Red on file and it's an inactive phone. They said that they can't redo the claim and I need to speak with T-mobile. I called t-mobile and they said they have the correct iPhone on file for me and that it is active. Prior to speaking to a representative, I had a long wait. After the wait I spoke with a representative only to be placed on hold while they research and then the phone just hung up. That happened twice before I finally got to talk to a young lady. She put me on 3-way call with Assurant. Assurant stood their ground and offered no solution for my issue. The female rep felt bad for me an offered a $30 credit to my account and said it will show in 24 hours. Several days later, no credit shown on my account. She also said she would remove the $15 monthly protection fee off my bill since my phone can no longer be protected. That too was never done. So today I ask for a manager at T-mobile and was given a supervisor instead. But again, prior to speaking to the supervisor name Jello, I was on hold a long time. I request a callback thru the automated system and never got it. A rep also promised to call me back in 5 minutes and never called me back. The reason I had to hang up with him is because he said he needed my SIM card number and I had to take it out my phone. When I got the supervisor, Jello, he at first seem like he was going to help me with a solution. He said there is always a way around something for a solution. He too called Assurant on 3way only for us to get the same results. He asked me if I can get my phone fixed somewhere else. He said they usually charge about $100 to fix cracks at certain places. Then I could use my phone as a trade-in for an upgrade and get $250.00 down. He said he can credit me $50.00. I asked will I still get my $30 credit, and he said the $50 is that $30 credit and some. I then asked him will he remove the $15.00 monthly for the protection I was paying for on a phone that don't qualify for protection. Mind you, I been paying this $1500 since 09/26/2017 which come close to $400 for nothing. All I asked for was to give me a $15 credit back and remove the monthly fee. He got upset that I wasn't happy with just the $50 credit and threaten to remove it. I then realized he is no longer looking out for me or on my side so I asked him for his name, ID#, address and phone number for corporate. I informed him that for not providing me a small $15, he forced me to have to escalate this issue. If I can't get this resolved, I may have to get an attorney involved and I would rather have this issue fixed here. He no longer wanted to work with me and only keep pushing back and arguing over my voice. read more

I've been to this location several times, and my experiences always varied depending on the person helping me. One worker - I believe he is the manager, tall Caucasian guy, didn't get his name - has always done a great job assisting me and answering my concerns. Other than him, my experiences were all mediocre or worse. Most of the time the workers look/act like they don't want to help me at all, but only doing it b/c it is their job. My most recent visit add to that - I went to the store to speak about my new phone condition, and the worker only sounded excited when he realizes I am going to buy something - a phone screen protector. Unfortunately the one I wanted was out of stock, thus I asked when they will get it in stock again. Wasn't expecting him to carelessly toss me his business card and said he will contact me when it gets in stock, then just told me to have a good day and walked away. How was he gonna contact me if he didn't even get my contact info? Regardless, I didn't feel welcomed at all, as a 11-year T-Mobile customer I was very disappointed. Would've given 1 star for most of the trips I made there, but I know there are decent workers there that are better. read more

I visited this store a few months ago to port my AT&T number over to T-Mobile. I have always been an expensive plan as I have always had an IPhone. I was happy to see T-Mobile plan didn't seek to overcharge due to my hardware choice. T-Mobile has switched over to no contract plans, which is exactly what I was looking for. I had my old IPhone ported over and it was a pretty easy and quick process. The service was friendly and helpful. Additionally, you can finance your hardware at zero interest. My signal is not as great as it was with AT&T, but my plan is the same with significant savings. I was told to call T-Mobile and I can have my signal boosted. Hopefully this works, as my experience has been fine otherwise. T-Mobile does not carry genuine Apple accessories, you can pop over to the Apple store if, you, like me, prefer the genuine accessories. At this point I cannot recommend T-Mobile as a service provider, my review is for this retail location. read more

I will not be returning to this location. After accidentally leaving my phone behind on a trip, I called the store to ask if I could get a new simcard for my old iPhone 5 to temporarily give me access to my phone. The assistant on he phone told me there would be no issues, so I drove 30 minutes to get to the store. When I arrived at the store I was told that iPhone 5s are no longer compatible with the tmobile network. When I explained that I had called ahead, there was no apology and I was treated like an idiot for even thinking my iPhone 5 could work. I felt completely mocked by the employee and he had no grace in the situation, never even apologized. read more

Very inefficient. You can never get ahold of someone who knows what they are doing. I cancelled my service with them after over 10 years due to all the added fees and lack of support. As it turns out, I still kept receiving bills long after I cancelled my service with them. I kept getting connected to this "expert representative" who insisted that I needed to provide a 6 digit pin before he could assist me. I had already long cancelled my service with them at this point. I would never recommend T-Mobile. Another service that has gotten too big for their own good. Once upon a time they were good, but now they are just another big name that no longer cares or puts customers first. read more

I'm a longtime customer and supporter of T-Mobile. That said, I recently experienced terrible customer service at this location. One evening I paid a visit to this location to set up a prepaid account for my parents. The salesman was rude and acted as if he had better places to be. He was competent enough to call a service center to activate the number, but he had zero sense of customer service. No "Thanks for stopping by". No "Is there anything else I can help you with today?". And he basically shoved papers in my direction without telling what they were. Just zero sense of how to conclude a transaction. Honestly, I could have done everything online (ordered the kit, completed a web form to activate the number) but thought I'd save time by stopping into a store. What a mistake! read more

BEWARE: An employee at this location stole my debit card info and charged my card over $800!!!! DO NOT GO TO THIS LOCATION!!!!! The employees are rude and unprofessional!! read more

Looks like I caught them on a good day. I came in thinking about upgrading my ancient phone and didn't even pretend to be loyal to my current carrier. The salesperson was helpful walking me through the different options without trying (too hard) to upsell me on things that I would never use and didn't need. Will return. read more