Railey and Dev at this T-Mobile location is the BEST customer service I ran into while dealing with T-Mobile

If I could give zero stars. It's really surprising how customer service is not so common. Long time customer of T-Mobile who will change service after my experience today. Whoever was working today needs training on how to deal with customers. I was provided no help and just no no and how T-Mobile phone customer service "Doesn't know what they are talking about !" This store employees locations should all be investigated. read more

Every time I go in there they are always rude, I updated my Modem, and just went to drop my old modem off, I've been told to wait, when a African lady was done helping a customer she left without even saying anything to me; I didn't have the time to stay and kindly asked if I can just leave it on the front counter and the lady rudely said they have to access my account, T-Mobile has the WORST customer service! Every-time we go to a T-Mobile they are always MEAN AND RUDE! Corporate needs to train their staff on how to treat their guests right! read more

John was great. took care of all of our concerns and more. Couldn't have nicer or more helpful. Came in with several concern. He took care of them and more read more

My husband and I walk in because we are considering transferring services from our current carrier for ourselves and our 3 sons. We currently have a plan with just four of us and wanted to add a 5th. So we go to T mobile to check out their senior plans and immediately Amir wants to up-sale us. He asks what we currently pay we tell him. He gives us a plan for 2 with all the bells and whistles i.e. Netflix and the like. He did not ask if we even watch TV or use data like that. It is a 55+ plan. My husband and I say no and ask for some other less expensive plan (we have done the research) Amir goes to the back and come back out and says "l can give you basic phone service for $100". My first response is, what do you mean? My husband is immediately turned off and gets up to leave. There was no attempt at customer service just a guess at what amount of money was in my wallet. Better to go online and deal with AI generated responses at least it does not come with malcontent and attitude. read more

The entire customer service process is horrible. You go in to get a case, screen protector, or a product that takes 5min or less and they make you wait while they set up entire lines of service. Refused to let me put my on screen on (it's "against policy"). So I waited for the sixth time in three months for over 45 minutes before I finally walked out with a cracked screen. They weren't even busy. There was a total of 3 customers in the store. I could have got a gorilla screen protector like I had on last phone for $10 more but they sold me on this product's lifetime warranty. Little did I know the reason they offer lifetime warranty is cause they know no one is gonna come in every other week to get it replaced and wait for an hour. My previous gorilla screen lasted 5 years. I'm on my 5th screen now in 3 months and would be more if I had time to spend an hour of my life every week to get it fixed. Worst customer service ever!! Like just put my screen or let me do it myself. read more

I don't usually do reviews. But I am super impressed with jasmine . She took over an hour to make sure I get my phone situation fixed. I wouldn't have been that patient for myself , thank you so much . I am grateful read more

T-Mobile - Inside the store - Mobile Phones Near Me - Charlotte, North Carolina

There was a misunderstanding about the purchase of my phone - not sure if it was them or me. I went into the store and spoke to Dorathy and she went to bat for me and worked it out very much to my satisfaction. I went back in the store today to purchase a cord and 3 very nice young men helped me with an app that nothing to do with TMobile. Coverage is great and no extra charge for the hotspot like there was with Verizon. Very happy I made the change and the savings that I am getting. read more

A very useless store. The employees aren't able to help you with anything regarding your account and the store itself doesn't carry a lot of items such as phones in stock so you have to order it online. As for customer service they're very dismissive. read more

Worst experience. Leaving T-mobile because of this. The employees, including the manger, are rude and disrespectful. I went in yesterday 10/2/21 to speak with the manager, Allison, to follow up on a watch issue not working with cellular data that I've had for 2 years. I had gone into this same exact store 4-5 times prior for this same issue mind you. I was told over the phone by Allison a few days prior that getting a replacement would be of no cost to me because it's a manufacturer issue. When I called T-mobile's customer service 611 number, I was told the opposite information and presented that to Allison yesterday, in the store. She said to me "I never said that." Right there should've been my sign that this experience was going to be a bad one. I was right. In the middle of the store, Allison had gotten me on the phone with the insurance company who was walking me through the process of getting a replacement. Mid conversation on the phone with the insurer, Allison asked to speak with her. Allison had implied to the insurer that she wasn't quite sure what the problem with the watch was because there was cellular activity on my watch and that I had some sort of physical damage as well to it because she asked "let me see your watch", while I was on the phone. Allison then said, "Oh" like she was surprised I didn't have a busted watch. (There is no physical damage to my watch whatsoever.) My watch has cellular activity on it because it ONLY works connected to my phone's Bluetooth. Meaning, my watch ONLY works when I have my phone with me. Which defeats the purpose of paying for a cellular plan. No one is trying to one up you. I've been paying for a watch for two years that doesn't work properly because of a carrier issue - meaning you - T-mobile. **Which this information was verified to me from T-mobile customer service that it is NOT an insurance issue once I got home yesterday.** The insurer then transferred me to 611 because apparently they would be able to tell me if I'd be getting a new watch as a replacement or a refurbished one. While on the phone for a total of 51 minutes in the middle of the store on hold - no cursing, no mumbling on my end - I was just standing minding my business on the phone when the call abruptly ended. I didn't hang up the call, it just ended. I had told Allison this and she had no sense of urgency/even pretended to show any actual concern. She had said "it must've been the technology. Or a network issue, we didn't hang up the phone." I told her I had been very patient up until this point because I had gone into this store 4-5 separate times for the same issue and no one ever brought up trying to get a replacement or asking if I had insurance. I was just told the same thing - turning on/off the watch and telling me it was "fixed" when it wasn't. I'm coming into the store to get help, if I had all the answers I wouldn't be here so it would be nice to not be treated like an inconvenience. I then asked Allison if her T-mobile employees kept a log of when her customers come in and for what issue. In the middle of the store, surrounded by customers, Allison asks me to step outside. She refused to answer this simple question. She asked me to step outside because she realized I had caught her and employees in b.s. and the simple fact that her and her employees had utterly failed and are incompetent. If they kept a log (which they do because Allison told me this once we stepped outside), they would have seen my past visits for the same exact issue and would've tried to actually help me, but they never did. As a manger, I don't see how this is how you treat customers. The fact that you couldn't even own up to this major screw up in your store surrounded by other customers shows that as a manager, as well as her employees, do not have their customers best interest at heart. Once we were outside she had also told me that "there was nothing else should do for me", that she me got me on the phone with the insurance company and "they'll handle it from there". Which is NOT true. It is NOT an insurance issue so she is 100% wrong. She then told me there are "bad things happening in the world and people are dying and here we are doing this over a watch". Unbelievable. She should not have tried to switch up the narrative because she's trying to play victim because her and her employees did not do their jobs. Avoid this store at all costs. read more

Shameka the store manager needs to be fired. I basically went into this store to ask about upgrading to the new iPhone and was told to leave the store and wait outside. There was only one customer inside and 3 T-Mobile reps doing nothing. So I waited. Shameka, the manager, went outside and talked on the phone for 30 minutes. The one customer inside left and I was still waiting outside for another 10 minutes. I finally get inside the store and asked the rep why I had to wait outside and he said it's one customer per rep. I said there are 3 reps working and he just had a dumb look on his face. He started to help me and showed me the iPhone mini. He cleaned it down with disinfectant and I was looking at the demo phones. I asked him if he had it in mint and he said he would check. He went to the back to see if they had the mint color. At this time, Shameka walked in after her long phone call outside and told me I can't touch the phones without a rep. Again she came at me for NO reason. I told her I'm with a rep and he was looking for a color I wanted for the phone. She said he needs to be by my side when I touch the phone because of covid. The rep came back out and heard her saying that to me and he said I was helping him. And already disinfected the phone. She had a major attitude with me and said you still can't touch the phone without a rep here and called me a cracker under her breath. Ok so I'm already upset at her for bad customer service but now extremely upset as she was being racist to me. I'm about ready to cancel this contract as I left the store extremely upset and asked for her manager, she said she was the manager and I said she was a horrible manager. I need someone from that T-Mobile to call me immediately read more

Please train your staff. It is not acceptable to take 1 Hour and 10 minutes , to buy a phone and add a line to existing account. Since the whole time 3 employee where free and no other customer enter the store. Jared was so slow and not knowledgeable and no one did helped him. Sorry one start bad management will say. read more

We went into the store ready to switch after speaking with a nice lady the day before about options and a plan that would work for is. Unfortunately the woman we spoke with the next day was not the best when it came to customer service. She seemed irritated and as if we were in-convincing her. She was a brunette with long dark hair and lacked basic customer service skills. After having our minds set about switching to t-mobile we quickly walked out due to the disrespect and lack of care. read more

Not surprised after receiving a total disrespectful visit to the store to see that this store only has a two star ratting. I fact I had a hard time giving this review a one star rating. I went to the store because I drove over my phone and needed a replacement. The girl at the counter told me to step back as she had to clean the counter after a previous customer. I did so. She then left the room not excusing herself or at least tell me she would be right back. My take she went to the bathroom. When she came back she then commenced to cleaning the counter and never paid mind that I was even there. After she was done she asked what I needed, I politely told her about my phone and she asked me for my phone number. Then my ID and asked me my wife name. I told her and she said I wasn't on the account and I needed my Wife to call corporates to deal with it. I then asked her if is was permittable to call my wife and take care of business over the phone. She said there was nothing she could do for me. Right in the middle of my conversation she picked up her phone and started a conversation with someone else totally cutting me off. I left telling her thanks for being so incredible rude and disrespectful. We are currently making a formal complaint with corporate T Mobil. read more

We went here early Sept 2016 to switch from another carrier because T-Mobile has a great promo. We ended paying lower than what we are paying from the other carrier... but the manager did did not mention to us how we would get paid the early termination that we paid the other carrier. In short he succeeded in getting us aboard T-Mobile and never discussed how to get paid of the amount we paid for the other carrier which was one of the promises of the promotion. We still suggested to our friends about Tmobile's good promotion and Good thing our friends who we told about Tmobile's good deal went to the other location which is in StoneCrest ended up getting better deal and better monthly fees than us and the manager instructed them how to get paid of their early termination fee which was not done by the manager in this branch. We like T-mobile service because of good deal but please train your staff and manager at this location so the people who come dont get disappointed like we did. We learned from our friend who went to stonecrest branch the steps on how to get re-imbursed of the fees we paid the other carrier which should have been done by the manager on this branch the time we switched to tmobile. read more