Probably the worst T-Mobile store I've ever been to. Came an hour and a half before they closed but the employees seemed like they didn't want to be of any assistance. I wanted to get some information on an Apple Watch and to change my screen protector because I purchased a screen protector plan with T-Mobile. The employee who was working came up with a bunch of excuses as to why he couldn't change the protector, even after I called the T-Mobile help line and directed the employee to help me. Definitely do not go to this store. read more

Terrible experience. I would give 0 star if I could. Long wait (stood around the store for an hour). They did take down names, but served another customer that came after us. What was the point of taking down our names & time? Now the worst part, we specifically said we want to add 2 additional lines to an existing plan, and transfer our old numbers from AT&T over to them. We gave them the main account phone number and PIN. They activated 2 new SIMs, charged us the money for them. They told us everything should complete in 2 hours, so we went home and wait. On the second day (over 24 hours after the fact), one of the number did transferred over. The second number would not transfer. After many calls into T-Mobile corporate, we found out, they had opened 2 new plans, one for each line, and the transfer request was not done correctly by the store. It had to be resubmitted. Who on earth that has an active phone plan, would want to open new plans for each of the lines they are adding? I have no idea how they screwed this up. Tmobile corporate finally fixed the transfer number for us on the 4th day, but it was too late to cancel the new plans. Our bill was almost 3 times higher than what it should be. Kudos to Tmobile corporate for owning up to this and promising to escalate this to the highest level. They also promised us to refund in credits in the next billing cycle to make up for our losses (because of the new lines). We will see if this is true. read more

place says open till 8PM, we pulled on the door (at 2:42PM on Monday May 22nd) which was closed. The guy inside the store waved over his neck indicating that they're not open. Wasted my time. read more

DON'T EVER COME HERE. Terrible customer service. Met this CS Rep (name on name tag Min Su). He kept interrupting when I was talking. Did not let me ask questions, did not let me finish asking questions. Very argumentative (out of nothing). And he was like that even though there were other customers around. He simply did not care. Very very rude. Will never come back. read more

I was with T-Mobile for almost five years. I always paid my bill on time, and I endured the brutal reality that is known, yet, rarely, if ever, spoken. T-Mobile seemingly doesn't have any customer service representatives in the United States of America. Not only is this extremely frustrating due to the language barriers, this is also a slap in the face to the American workforce. This past weekend, I called to speak to a representative, and not only did the representative called Chrischelle@T-Mobile lie to me, her manager Sam@T-Mobile hung up on me when I pressed about the lie. Let me be clear, I am one who prides himself on staying with the same company. However, after my experience on Saturday, regretfully, I am no longer a customer of T-Mobile. As a customer, I believe that we deserve, honesty, professionalism, a sense of integrity, and overall good customer service. Reading from a script is not an example of good customer service. In fact, it's extremely frustrating. I know I'm not the only one who feels this way. read more

It was a BIG MISTAKE to go to this TMobile store, I went there to trade in my iPhone 11, which I got $400 credit toward my bills. iPhone 14 which I obtained could not hold battery power more than a few hours. Then I took it back to the store after a week explaining the issues. According to the returned policy, I can exchange or return within14 days. Unfortunately, I was told I would lose both trade-in credit and the promotion that T-Mobile offered to certain customers if I like to proceed. All he could do was sent me to Apple Store. Still working with them to solve issue. Wish I would have stayed with my iPhone 11, and not have been talked to upgrade. read more

DONT EVER COME TO THIS STORE OR ORDER YOUR NEW PHONE TO THE STORE, I went here two days in a row to get my new phone that I requested, because mine wasn't charging anymore, and BOTH of the times I went there they didnt give me my phone because they said they needed their managers credentials, they store opens at 10:00am and closes at 8:00pm and I went there at 6:00 and the manager wasn't there anymore so what is the point of having the store open if you cant do a full service? I tried calling the third day to see if I could get the manager on the phone so he could leave my phone ready for me to pick up and the store NEVER PICKED UP THE PHONE I called like 10x and THEY NEVE ANSWERED, like I said TERRIBLE CUSTMER SERVICE!dont come here ever!!!!! I never leave reviews but this time they deserved it!! I had to order my phone to a different store because of these people!!!!like I said never come here! read more

Do NOT, I repeat, do NOT go to this location. T-Mobile, the company itself wasn't the problem. The store in South Riding is the downfall. I went in to change my current carrier to T-Mobile. I went thru the motions of setting up account. Selected phones, provided my information but wasn't able to complete transaction at final step to port my number. (Didn't have password for active carrier) I left South Riding T-Mobile without new phones, then had to go out of town on short notice. I never finalized my transaction. Next thing I know I'm billed $123.00 for two phones I don't have + insurance. The account was never finalized. I called immediately called (call #1) and spoke with manager, Sam, who assured that he'd have money refunded in 4 days. 10 days later, no refund. Call #2- still no refund. Sam is in a meeting. Left message. 3 days pass, no refund. Call #3. Sam is in a meeting. I left aggressive message and outlined my problem. A few days pass. Call #4. Sam is not in. Left another aggressive message, was promised a call back. Three days ago, call #5. Sam is in meeting, left aggressive message and was promised (again) he'd call. I informed them that if he hasn't called me back with all of the messages I'd left, clearly he has no intend of ever calling me back. Today. I am billed a second time. My head spun off. $246.00 has been paid to T-Mobile for phones I don't own, never a single phone call on those phones and insurance for phones I obviously can't break. Call #6 - today. The guy that answered the phone said Sam was on a break, maybe he could help me as he is also a manager there. I explained. He's retracting everything Sam had said he'd take care of and tap dancing around my $246.00. I called T-Mobile 800 customer care number. Outstanding customer rep who apologized and my refund is in motion. If the manager of South Riding store dodges calls and doesn't return important messages, is this the kind of store you want to visit? What a nightmare! read more

Great customer service,I spoke with Max on the phone and he was very helpful,he offered many options and he was very patient

2nd time visiting this store. I had an issue with my phone charger and a gentleman who I believe went by the name Marcio was nice enough to assist me and especially during COVID-19. read more

It's a shame that after having such an excellent first visit here, the following two visits were absolute crap. First off, when a customer comes in with a problem with their phone they bought 3 weeks earlier that started the day after we I opened the box, don't roll your eyes and talk to me like I'm an idiot. Second, don't cop an attitude when a customer points out the problem is a relatively common one and turn into a jerk after I dared to point it out. On my second visit, I walked in and both employees were working with a customer. I was the only other customer in the store. I waited 20 minutes and never got a simple head nod or a "hello." After standing there unacknowledged for 20 minutes, I decided I had better things to do with my time than deal with these rude a-holes. And no, Elizabeth, who gave me such excellent service before, wasn't there these last two times. read more

Don't even COME HERE if you do then you will regret this, this place is a scammers hub THEY WANTED to SCAM ME, I brought my 11 year old son with me to get a new line and a sim we entered and waited for 2 minutes then he called our names we explained what we wanted and all of a sudden HE SAID, "Oh I don't think this is combat-able with t mobile sim cards" we replied and said to the scammer we did our research and tested it it works with your network he stared at us in disappointment I think he knew that we were right and wanted to take our money and make me to buy a new phone And then farm the money out of us. He proceeded to talk with the other costumer and then he said did you pay off all your phones and we said no and he said that we still have sprint accounts and we would have to switch and pay off all the phones.THATS NOT TRUE We went to this other t mobile that once was sprint and they gave me (The mom) a NEW IPHONE 12 and they didn't say anything and I repeat ANYTHING about me having to switch to a t mobile and pay off all my phones THIS IS THE STORY OF SCAMMER SCUM who wants you to pay more money for stuff you don't need If you are looking to go here please don't go to the fair oaks mall t mobile they are not scammer scum trash Good bye read more

I have been a customer of TMobile for over 15 years. The TMobile store in South Riding is the WORST ever. They either deliberately lie or they don't really understand the promotions given by Corporate TMobile so they give wrong information. I have had 2 bad experiences, In Sept 2018 we bought Iphone Xs and at that time they said accessories are included for free like screen protector, case and even charger. I asked them 10 times because it sounded too good to be true. They said that is the case. When I got the bill i was being charged for it. I called TMobile and they said there was no such promotion so I ended up paying for these. I NEVER buy accessories from big box retail stores ever but because they said it was free I went for it. In Nov 2019 there was a promotion add a line, trade in a qualifying phone and you get Iphone 11 for free. I checked with them and asked them I have an older plan would I qualify, they said there are no restrictions for the promotion, so I went for it. When the bill came they are charging me for the phone. I called TMobile and threatened them to cancel my account. They said they cannot give a device credit but they can give a bill credit for 3 months to cover the cost. They also said I don't have to pay data for the new line but I ended up having to take it. Looks like they say anything to get a sale done. It was nice of TMobile to do this but this STORE - Stay away from this!!! I heard they are independently run and are not a corporate store not sure what it means. read more

They need some help managing customers. my salesman stopped helping to help someone else mid transaction. It wasn't a quick question either. I ended up there for an extra 30 minutes just to find out what I needed wasn't available. read more

Switched to T-Mobile on Feb 6 2019. We had two of our own new phones and needed 2 more phones for kids. Saw a promo for iPhone 6s for $350 with $190 cash back. The store rep in Chantilly VA said oh I can get you the phones and ship it you free of charge. Give me the phone numbers that you wanted ported. Gave three phone numbers to him and got a 4th line. Guess what after porting the numbers he suddenly tells us they don't have the phones and they don't have them online either. Now our phone numbers were ported and we were stuck. we called customer service and spoke to customer service rep named YAYA. She stated the store can move you one up so you can get iPhone 7 for the same price, but I cannot do it since you are buying from store the store manager has the authority to do it. The store manager on duty stated that he is putting notes in the system and back office will give us credit and ran the phones at $449 each with $27.down. Stated if I don't get credit come back. 5 Days later T-Mobile generated the bill and guess what my 4 Lines for $140 that T-Mobile advertises online (taxes included) came to $145.75 and they charged us $37.50 monthly for 2 phones for 24 months. So today Feb 15 2019 went back to store and Store Manager called the back office and talked to Alex from customer service to get us credit. The customer service simply refused to honor what was promised to us. The store manger even tried to ask them if they can put a promotion that had just ended and get us $210 credit so we will pay $10.00 month but customer service refused.The store manager stated he cannot do anything except for us to return the phones and they will charge us a restocking fee of $50.00 for each phone. I came home and called customer service to find out their cancellation policy and they stated we are sorry everything happened to you but we cannot do anything but give their feedback to their managers. This is how a TYPICAL BAIT & SWITCH works and looks like T-Mobile is very good at it. I paid $106.00 for activation, $27.00 per phone as down payment on two phones( $54.00) that I will return and pay $50.00 restocking fee and pay them $145.75 for using T-Mobile service for 10 days. So we are out $305.75 for a lousy service we received from T-Mobile. Any company can provide you services but you can tell how good a company is when a problem arises and how they handle a customer complaint and resolve it. T-Mobile definitely failed. Stay away from Maurizio. He will screw you up. Only person helpful was Lino. read more