Came here with The Queen to get a phone upgrade as well as transfer her phone to a new account. The gentleman helping us was so nice to work with and was very chatty and helpful. He told us our options and the easiest way to move The Queen's phone over to her own account and moving everything over from the old to the new phone. Although we were there about 2 hours with everything going on, it went by fast with good conversation and getting everything done successfully. I didn't get the gentleman's name, but he had a mustache and very good customer service skills read more

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Experienced excellent customer service provided by Bert, an associate manager. I stopped by to pick up a new phone and have it activated. Bert was patient w/o being patronizing and extremely helpful with tips on using the phone and on keeping current with update notifications. He was concerned whether a particular app was transferred intact and pleased that it took. While I waited for a new Samsung update to complete, Bert attended to other customers, giving each of them his full attention and skills as a expert problem solver. Oh, did I say he's personable, smart and approachable? If Bert's store manager or the regional manager were there, I'd tell them to give Bert a bonus or raise for the value he gives to Store 7861. Since I couldn't, I'll just say, "Thank you, Bert, for taking good care of all your customers." Points to the store for being well tended. The music was upbeat and set at a volume where you could have a conversation and hear yourself think. Bert and his co-worker acknowledged customers who were waiting and assured them that the work queue was moving along. read more

Super helpful, great location! I went here to ostensibly get a new phone, but the model I wanted (Google Pixel 8) was not in stock, so I retreated without said new phone. However, I would not hesitate to come back here, as the customer service was STELLAR. Guy I worked with was so cute and nice, and knowledgeable, when I'm ready to pull out the stops on the new phone - I'll come back. I did upgrade to the service he suggested - I didn't know about that, and it's got features I'll use, so it was not a wasted trip at all on this day! read more

I waited in this store for over 40 minutes and the employees did not acknowledge me once. I came in for a screen protector. Over Forty minutes. They kept staring at me while they walked around. They do not use the system of check in and call/text/notify here. They simply ignore you while they take their sweet time read more

Rob and Demetrious were so friendly and helpful. Smoothest TMobile experience I've ever had!

The worst costume service I had ever experienced the person who was rude and disrespectful to an elderly lady before me. This place needs to have a costume service evaluation by the BBB. read more

We came in to upgrade our phones and Jorge R took care of us. No hard sell for anything we didn't want or need, explained the costs and our new monthly bill, etc. It's nice to have a corporate store to go to instead of a T-Mobile franchise store who only seems to want your money, sell you what don't need/want, and get you out asap. We spent a couple hours with Jorge and never felt rushed or pressured to buy anything more than we needed. If you're a T-Mobile customer, I definitely recommend this store over the shady other ones. read more

The first time I went in, the service was lacking. I needed to do a simple return, and Jorge told me I needed to call customer service. I called customer care, and they informed me that this was incorrect. The store should be able to take the return. I returned to the store, and again, Jorge tried to convince me I needed to call care. But Burt stepped in and completed the return in 2 minutes. Jorge didn't want to do the work dealing with the return. Thank you, Burt, for your help. I seriously considered canceling my service because of the hassle this has caused. But I'm keeping my service now! read more

Review of T Mobile I ordered T Mobile Wireless Internet. I never received the proper equipment for internet and was charged $112 for a service i did not receive. I returned something i did receive to the store, and they told me it was not the proper equipment for internet. I asked for a refund and they said i had to call a number to do it. I asked can't they do it there? They said no. I called the number and said i didn't receive the proper equipment. They said that means i can get a refund. Then they quizzed me and asked for a 6 digit pin #. I said i don't remember any pin #. Nobody can remember a six digit pin #. They said i had to go to the store to get the refund. I said I was just at the store and they said to call this number. They said that is the only way. I went to the website and tried to log in and it didn't recognize me. Then i went to the store and explained the situation fully. The store clerk asked if i wanted to pay the amount. I said no, i want it cleared out, i was told that they could do that here. She said that she would not service me and asked me to leave! this was 4714 N Broadway, Chicago IL 60640 at 1pm Sunday Feb 4 2024 I said i would file a dispute with the credit bureau and this is what i intend to do. I am sticking with Comcast, even though they charge more they don't play these funny games with customers wasting people's time to cheat them. read more

I am long overdue to write a review for this TMobile store. Every time I've gone here, I've received excellent service, and had my issues resolved by friendly, patient knowledgeable members of this TMobile team. On my most recent visit, I witnessed a masterclass in customer service. On a busy Monday evening, an associate named Dimitri was patiently and capably helping two customers, while also covering the phone. He continued to warmly greet additional customers as we entered the store. He explained to all of us that there would be a bit of a wait, and he apologized for the inconvenience. In the midst of handling his other customers issues, he addressed me and asked how I could be helped. He explained that he was busy (which was obvious) but didn't want me to wait too long, so he juggled my issue with the other customers. I was appreciative of his attention, and how he was able to help the others in the store while remaining patient and friendly. I was particularly impressed with the patience and grace he showed an elderly customer who was locked out of his iPhone. Although this was an issue beyond his ability to fix, he helped the gentleman contact family members in an attempt to help him access his phone. It was a kind and generous act. My issue required a call into TMobile support, Demitri waited on hold and diligently worked with support to find a fix for a quirky problem I was having with an Apple Watch. He treated my issue with attentiveness and a sense of urgency, repeatedly apologizing for the delay (I was in and out in just over 30 mins) This type of experience really endears businesses to me. This location will always be the first place I look for mobile devices. Kudos to Demetri and the rest of the team at this location for going above and beyond. read more

You already why. I wish that I had gone to the Lawrence location. Communication is just bad, maybe because it was a new guy.

My personal experience at this particular store was very positive today. I came to my scheduled appointment and was seeing immediately upon my arrival. Evan was very knowledgeable, patient and result-oriented . He helped to resolve a long going issue with my T mobile account set up and was able to update the SSN , so now I can upgrade my iPhone to 12 pro. Thank you! Dr.G read more

I've been in this store multiple times. They never want to provide any customer service. They always push to call the customer service number. After calling customer service for my specific request, I was told I needed to visit a retail store. It's frustrating and a huge waste of time. Save yourself the hassle, Go to any other near by location read more

Wow, going to get a new cell phone sucks. Especially when you're just hanging out with your husband while he gets a new phone. This was a lovely experience. The whole staff was funny, and they were busy! While we were there at least ten customers came and went, and a few of them seemed like crack heads (literally.) Jennifer helped my husband downgrade his account, and made great recommendations on a new phone. She was efficient, kind, helpful and charming. We frequently comment on the lost art of customer service, and the three associates working the day we were there exemplified great customer service. read more

My company uses TMobile does not provide a physical phone to the employees but pays the contract... So I went there told them my situation and they could have up sold me or told me whatever but they were really honest- told me what to worry about when buying a used phone and told me ideas of where to go and helped me to get it work. Everyone was cheerful, helpful, and really seemed happy to be working. I went to other TMobile stores and they were like... here are your options... buy one. These people helped me and made me want to continue to use TMobile. Kearby read more

One of the absolute worst mobile device companies to deal with. Their customer service is incompetent, makes commitments that they cannot deliver upon, lie repeatedly to their customer base. T-Mobile brags about having such great coverage, I was in the LAX airport and had no bars. That is not a top-five coverage model. Coverage in suburban community areas is absolutely zero, I bought a brand new unlocked phone from Apple, the minute I plugged my T-Mobile Sim card into the phone it became locked, and T-Mobile refused to unlock the phone for me. Instead I am being forced to reset the entire phone and re-enter over 50 different logons and passwords into my individual apps because they are criminals. Oh, look at that. Another incompetent T-Mobile person is trying to chime in and do absolutely nothing! No thanks. I'm done your crappy service !! read more

Being an avid proponent of Tmobile. It saddens me to impart to you the disappointment I encountered at this store. I understand systems that won't allow you to move beyond set parameters, but helping fix problems, as I'm sure customer service reps aut want to do, should involve more than the words, "call customer support". Luckily, with every solution the customer care line came up with, the employee at the store had a condescending reason that wouldn't work for him. So, no fixes there. Perhaps that's the only options available to them. Perhaps they are no more than puppets hired by corporate over lords. Perhaps they are lazy. Perhaps the man who helped me is new and isn't allowed to perfadvanced tasks. Perhaps, I've put to much thought into the factors at play. As with most negative reviews people write, I'm fresh off the offense. No time to cool off. No time to chill with my freshly fixed problem thanks to the third phone jockey I spoke with. However, I can unequivocally recommend you go to a different Tmobile store with your next problem or desire to purchase. tl:dr: Tmobile rocks! Uptown store does not. read more

Now that I've been a T-Mobile smart phone customer for a couple years now, and while I want to say I have nothing but wonderful things to say about the staff at this location, I seem to have suffered from a product or possibly network problem, as just like what happened with my AT&T wireless service, my smart phone went stupid. About four months ago, I began to have problems accessing and navigating the internet on my Blackberry Bold. The staff here finally replaced the phone, but it continued to have about 10% successful access to the internet. (I could never do my Yelp stuff with any success-heaven forbid!) So the problems began when I demanded a bill adjustment. After all, I had little or ability to use the internet with my phone. I told them it was like an expensive gym membership where they only let me use one machine. Those efforts have not been successful, and I may just abandon the number and service. It would be nice if I could just reach a reasonable compromise but I doubt it will happen. read more

This location is so unethical and very difficult to do business with. Yesterday one of my authorized users on my plan went to this store because his iPhone stopped responding to touch function. It was a software issue so phone needed to be replaced. They advised my friend that he can be helped only with an upgrade to a newer phone, meaning that he needed to spend between $200-$500 to receive help. Mind you, my friend didn't work for 3 months due to covid19 and this is what T-mobile employees are doing? The 2nd option was to "wait until Apple releases a new software update and maybe that will fix his phone". So my friend left the store dissatisfied and frustrated without a working phone, without any help while he has the insurance on the phone he pays in advance. We dialed 611 and the lady helping was the sweetest person ever, she went over all options, connected us with Apple and they immediately sent a phone replacement to my friend. How hard it is for the employees of this store to provide the same level of customer experience and act with integrity? These types of unethical behaviors can cause this store lots of reputational and legal issues. read more

I'm new to the North side, and I was skeptical about visiting a new T-Mobile store so far from my old store in Brickyard Plaza, but associate Peter was great. I only came in for a new screen protector, and he was very helpful, knowledgeable, and friendly. We had a brief but great conversation. The installation was perfect, and it took no time at all. Thanks, T-Mobile, and thanks Peter. read more

The BEST store in town!!!! Jesse Hernandez is very helpful; he is able to answer and help you in any questions the best he can. I personally recommend Jesse because he has an excellent service and dedication; he definitely KNOWS what to do! In general, the entire personal (at this T-mobile Store only!!!!) are very attentive and professional! This is my favorite store since I got my iPhone 5 here, and never going back to another location!! Always a great experience !!!! Very satisfied with the service.... Keep the good work Jesse! read more

I went about an hour before close, explained my charger port was worn out and needed a new phone. They said they could help out. We go through everything, agree on a phone and there was still 45 minutes left. All the sudden, the person helping me out says: "It'll take twenty minutes to open the safe." The manager says: "It'll be better to do this tomorrow." In my mind I'm thinking, so what? There will still be 25 minutes to get things done. I get people want to go home and nobody likes working at the end of the day, but this was just pure laziness. I was fine waiting the 20 minutes. The phone's being in the safe and the time it would take to get should've been something I should've been made aware of, before they completely wasted my time and that's all it was, a waste of my time. They're getting paid to do Jack all of nothing. Don't waste your time, go somewhere else for you AT&T needs, this place is trash. read more

I have been a tmobile user for 10 years and I'm really happy with my service for the most part. This particular day I walked in the door already frustrated with my conversation with customer service on the phone but that isn't why I'm giving at 3. I walked in needing a new sim card because mine was disabled. He was quick and I had it in my new phone and working in minutes. However, he clicked through all the set up questions and turned on a setting I wasn't able to shut off without the help of a sales rep. If he had spent just a few more minutes I would have had it done right the first time and wouldn't have needed the second trip. read more

Considering the fact that this is in a high traffic location and there are only so many staff members and workstations to go around, I won't complain about the wait time. My wife and I went in to upgrade our phones. We have two separate accounts. We neglected to mention this to the rep when he started handling our requests. As it turns out, he upgraded my wife and her sister (with whom she shares an account) thinking that the two lines were hers and mine. After I'd realized the mistake, we needed to spend a bit longer than anticipated in order to clear up the SNAFU. Both Jesse and Wilson were extremely helpful and patient with us as we straightened everything out. This, of course, was going on as more people came into the store, thereby creating more wait time for those in line. However, if you're in a hurry, then plan your time better or handle your business online. read more

I had an amazing experience at this location. David went above and beyond to help out. He made sure that we left the place satisfied with the service we received. I wanted to transfer my daughters game and pictures from an old phone to an iPad. She had a older phone. Our visit to the store was almost 3 hours but he made sure it was all done before we left. This is a new year's present for her and her favorite game was on to be played where she had left off. Over all would definitely recommend this place . read more

Since this is the only "actual" T-Mobile store in our area (not to be confused with "Authorized Dealers") we come here with any issues that we may have. I have always found the people working here to be extremely helpful and willing to try and satisfy the customer. Some of them should be sainted for the dealing with the scamming BS customers that always seem to be there when I am. Since we have few issues we don't end up here much but it is nice to know they will help us out when we need them. read more

After 2+ years my phone had died, my T-Mobile contract was done. My husband and I walked up to T-Mobile on Clark Street to ask their advice about phones and plans. They were more interested in their bottom line than my cell needs. On the way home we walked past the Broadway store and reluctantly went inside. What a difference! The staff was knowledgeable and courteous. When I left the store, my new phone was working and Diego (ask for him!) put a new plan together that gave me the same data package and minutes at $35 less, LESS, per month. He took the time to review my account... THANK YOU! If you're a T-Mobile customer - or want to be - this is the place to get setup... THEY ROCK! read more

Excellent experience at this store. Received prompt and knowledgeable service from Jesse Hernandez, and his co-workers, who went out of their way to help me choose the right phone and most efficient plan to fit my needs. Jesse really knows the products and services he sells (can't take that for granted in retail), and was an attentive listener who thoroughly answered my questions and seemed more interested in offering intelligent solutions than pitching a hard sell (again, can't take that for granted in retail). Jesse got my new service up and running, explained the iCloud data transfer process, and walked me through the set-up of my new iPhone. Mission accomplished. I left the store well-informed and happy with my purchase. read more

Worst T-Mobile customer service. George, if that was his name said "no" to any service I asked for. Paying over $200 a month and being appreciated like this definitely makes me take my business somewhere else. read more

Please never go to this t-mobile. They don't know anything , can't help with anything and will have an attitude in a heartbeat. I've been in customer service my whole career and these people don't have no idea how to provide it. It's like they hate their job but can't quit. I've learned my lesson when they told me that I didn't have the jump program and I knew I did. I went to try to jump and couldn't. I logged into my account at home and guess what ? I have the jump program. Step your game up, t mobile store. Every visit has shown that u don't care about your customers. Why should I pay to get this kind of service? I shouldn't. read more

So I finally decided to "upgrade" my phone thereby renewing my contract w/ T-Mobile. I've been a relatively satisfied customer since 2005 and have found that T-Mobile rates are more economical and service is good in Chicago. Service is a bit dicey in some areas of the U.S. (i.e. northern MN), but in major cities I typically have decent service. Anyways, my shopping experience at the Lawrence and Broadway store was excellent. They were busy with customers, but Muhammad was very attentive and informative. He didn't try to up sell and gave recommendations based on how I used the phone and the specific features I was seeking. I ended up ordering my phone and renewing my contract through customer service (because I wanted to negotiate a better price and stores don't have that flexibility), but I highly recommend this store and Muhammad. read more

This store is awesome. The representatives are very helpful and nice. And their price is much cheaper than the other stores like in the Andersonville. I recommend this store to everyone. read more

Almost always a long wait, and now has me considering my contract with T Mobile. I asked to have my new phone shipped to the store because I was not going to be home, and I was told that they could not assume responsibility. When I talked to the insurance person on the phone, he said that he had never heard of a store refusing shipment for a customer. This store has a lot to learn about customer service, and they can learn it from someone else once I drop their service. read more

The employees at this store are very knowledgeable about the product they are selling and they always do it with a smile. They greet right away with a hello when you enter the store. Big thanks to Victor and especially Abraham for making my transition smooth from Sprint - you guys rock, and i would totally recommend this store !!! Keep up the good work :) They all look like they enjoy the job and it reflects on how good they treat the customers !!! read more

I walked in with a grumpy mood....expecting them to try to sell me a bunch of upgrades and services. I was expecting trouble. But the guy who helped me listened to what I wanted and showed me exactly that. I was so impressed and walked out with a big happy smile. Excellent service people ! read more

T-MOBILE: Worst service and coverage of all providers. 8 years with ATT: about 20 dropped calls. T-Mobile in two months: at least 100 [80% of my service]. Text messages: signal strength is irrelevant. Over 50% of those fail. Went to the store - found staff with misinformation/lies. Help? Not even close. Call Customer Service. Called while in Store. "You need an extender." Send me one. "Oh we're out." When can you get me one? "We have no way to know that. Now, is there anything else we can help you with?" Uh, maybe providing the service that I'm already paying for?" Great example of all promise, no delivery. DO NOT sucker for hyped ads about cheap coverage. T-Mobile's poor service has even impacted my business. read more

I have always found the people working here to be extremely helpful and willing to try and satisfy the customer. Some of them should be sainted for the dealing with the scamming BS customers that always seem to be there when I am read more

The staff was nice and knowledgeable when we finally had our turn with them. The downside they were understaffed. Very busy and we waited almost an hour and a half for service. read more

Perhaps as a result of all the negative reviews this store has received, I have been the lucky beneficiary of improved customer service! On my last two visits to the store, I was helped by a very nice young man named Juan. He was informative, helpful and courteous.The wait time was manageable for a phone store, which tends to have a higher degree of customer interaction than, say, the checkout line at Jewel. read more

Jesse was the best to buy my new fabulous phone! He was patient and gave me options for what I was looking for. It wasn't stressful at all and when I decide to upgrade I'll go back there again! Stop by! I highly recommend that location and Jesse's help! Keep up the good work Jesse!! read more