Went in to cancel my protection plan for my new phone since there wasn't an option on the app or website. Got turned away since apparently they can't do anything about it and only calling customer service will help. What's the point of the store if the employees can't even help you with anything besides selling you stuff? Absolute horseshit read more

Here it is 2024, and some things don't change. Still slow and customer service lacking. I love the company but this location is terrible. Found better service from the T-mobile on north Tryon. You can thank me later. read more

On 23 Feb 2022, I entered the store excited to speak with an employee about upgrading my phone. There were three employees in the store and two customers beside myself. I was in the store for only 10 minutes and no employee even welcomed me to the store. No employee acknowledged my presence nor told me that they'd be with me momentarily. I was completely ignored as if I had no business being there. The customer service exhibited by these employees is poor. I can only hope that the actions of these employees is rogue and not a reflection of the company values. I am seriously considering switching to Verizon. Although the cost is high, the customer service is far beyond what I've just experienced with T-Mobile at this particular location. read more

One of the best experiences I've had in dealing with phones and customer experience. Young lady Cao aka Kay or Key was amazing! She answered thousands of my questions and got my husband and me the best trade in deals possible. I even went from team iphone to team android. She explained each detail of what billing would look like and what to do in just in case scenarios. She spent about 3 hours with us and never complained. Even when I got home and had questions on my trade in offer amount shown a young man quickly answered my question without hesitation which put me at ease and explained the same as Cao had done. Over all my husband and I had a good experience and definitely would recommend this t-mobile . I hope corporate and or the manager gives this Staff especially Cao kuddos for a great job. read more

Horrible customer service no one know what the hell there doing. You show them an email with a confirmation number showing that you're phone is ready for pickup but they say they don't see anything in there system. Pablo kept going into the back with the exchange phone to speak to the manager. The manager never came out of the back not once to assist with the issue at hand. Finally after back and forth. They actually did there job, but the manager never showed face. Horrible store and customer service. This is what they have representing tmobile. read more

I was having an issue where my SIM card was getting locked every time I shut my phone off. I originally had Verizon and bought my phone at Target. They told me that, in order to fix my phone, I would have to do a factory reset. If that didn't work, they said I'd need to buy a new phone. My SIM card was still locked after the factory reset, so I went to the T-Mobile store near Concord Mills instead because I cannot afford to a new phone. They fixed the issue in 10 minutes. I don't know what they were trying to pull, but I would avoid this store. read more

First time coming here came in to tell the associate that my services are not working they haven't been working since I started my services with T-Mobile my data constantly goes in and out and nothing loads and sometimes I can't make phone calls. I've had them reroute me to the closest towers three times and I've change my Sim card twice. And it's still not working properly. They did not help me whatsoever the only thing he said was that the towers were down in this area they're being worked on, and if he was listening to what I said he would know it had nothing to do with the towers I never get consistent service on this phone. It's not like I don't have unlimited everything so there shouldn't be a problem with my data I only get two bars! read more

The people in this store we're so unprofessional!!! Nick and the other reps was the only professional one, he made a mistake telling me the wrong closing time based off his work schedule instead of the stores schedule. He was nice enough to come and apologize. the "Team Lead" Toni was very unleader like. she didn't wanna provide me with her card when I said I'd report them for their actions. Justin another rep was very nonchalant about the whole situation. As others came to the glass he than talked down to them as if they we're stupid and knew the store was closing earlier than usual. All they left us with was a sorry and a note on the door. Shame on you T-Mobile for allowing these kind of people to work in your stores. I'll be avoiding this store at all cost because they wasn't even sincere about the whole situation outside of the rep who I originally was handling the situation with. read more

Rude. Unprofessional, not friendly. Smh. Sad. In my Donald Trump voice. Switching to Verizon!

I am a very disappointed, previous customer with T-Mobile. I have been with another company almost two months now, and my nightmare with T-Mobile still continues to be a thorn in my side. I dropped them because they were not professional in their handling of my phone call questions concerning their over charging me for a month's service. I had opened an account with them and received a phone which got dropped in water a week later. They replaced the phone but said I had to be billed for two phones (added line) for six months. The bill was ridiculously high and not what was quoted to me in the store. Upon calling, the man I talked to said there was nothing he could do even if I was a Senior and that I was already receiving the lowest rate. I hung up very angry and called back and received another Rep who said they hated to lose my business but to turn my phones in to the nearest store, which I did, plus I paid a balance due. The following week $168 was debited from my account for the two phones. I was not a happy camper as that money was marked for other bills I needed to pay. I called and complained and the lady Rep. told me my money would be back in my account at the end of the week. A week went by and no money. Then a credit card arrived in my mailbox and it said refund at the bottom. It also said debit on it and that I can't turn it in for cash. grrrrrr Upon calling the number listed on the form that accompanied the card, I talked to a Rep. who said they will have a check mailed to me in 2-3 weeks. I am so glad I did not continue with T-Mobile. read more

Do not trust T-Mobile! Their salespeople and Corporate support have lied to me about my initial signal strength and lied about a tower that was coming to my area just to get me past the buyers remorse period. No integrity at all as recently demonstrated by the overbilling scandal uncovered by the FTC. read more

Nico was very rude and unprofessional. We needed a phone immediately and we wanted to know all of our options because we were getting a new plan. She kept whispering to her coworker that we were wasting her time but there were no other customers there. She was just being extremely unprofessional and rude to us. We would have just went to a different T-Mobile but we needed the phone urgently. I do not recommend this T-Mobile location or this sales woman. read more

I mean, it's just a T-mobile store, so you can't expect much. It's a bit hard to find and get to. But I walked in, and after standing around being ignored for a while I got exactly what I needed, efficiently, and with a friendly (though in a sales-person kind of way) interaction. I can honestly recommend coming here for a cell phone and/or plan to anybody, but it's nothing special. read more

I recently went here to get rid of my Verizon contract. Darren helped me the entire time and was extra nice and got me in and out with a new cell phone and a cheaper bill in less than an hour. That was exactly why I went in and I was very happy. read more

Go to sprint or somewhere else!!! Tmobile and their departments by phone can not assist customers or managers even in the store properly. The store reps can never do anything for you, they must call in as well. There are loopholes for them around everything. Please just go to sprint or anywhere else. I wanted to give them a 0. The nice faces in the store if they are there will mislead you. read more

Staff are not trained, so they tell lies. My LG phone stopped charging in 5th month. I went to T-Mobile store on Albemarle road in Charlotte NC. I was told next day delivery. After 4 days I called Customer Service. Was told my phone order was 4 day delivery. Phone arrived after 10 days. Instructions that came with new phone said to upload photos etc to my album, but it was shut down several years prior. I again went to store on Albemarle road. Most staff sitting around and ignore customers. One girl finally offered help, but she was clueless. She had to ask others how to transfer photos. Well, she transferred about half of them. I do not think their lower prices compensate for clueless staff. read more

So I thought this location was a great a representation of how TMOBILE does business....WELL I WAS WRONG!!!! Let me start by saying the employees were very nice and professional, however it turns out they were lacking knowledge about how things work. Let me explain... After being encouraged to give TMOBILE service a try, we did just that. Before agreeing to do this, I made sure to clarify one thing "If we try this service and do not like it, will we be charged if we return everything as promised in the amount of time (2 weeks) asked. We were told "No you will not"! Well let's continue, we were not very happy with the service and after 13 days we decided to return EVERYTHING back in the original boxes as promised.. I thought we were done and free to move on until I received a bill in the mail for almost $300. I ignored it because I thought surely it was a mistake and in a few weeks they would realize it and stop sending us bills....We'll it didn't stop and soon the phone calls started!! I was very very VERY clear about not being charged anything should we decide to cancel our service. Unfortunately Dutch and the other manager we spoke with either didn't want to share this information with us or they just didn't know! Either way after this issue I would NEVER RECOMMEND TMOBILE TO ANYONE PERIOD!!! I think they are very deceitful both in the store and in their commercials!! After calling customer service their answer was WE BILL IN ADVANCE!!! How in the world can you justify billing me a full month for service we had for 2 weeks???? HIGHWAY ROBBERY!!! In those charges were equipment fees for equipment we didn't even have anymore!!!! I initially had nothing but nice things to say about the employees at this location. After this "bit of missing information" my opinion has changed tremendously!!!! TMOBILE IS A RIPOFF!!!! Who encourages you to try the service for "FREE" then charges you $300 for nothing!?! read more