I've used TMobile for years, as I used to be a Sprint customer. T-Mobile bought out Sprint, so I've been a customer for over 20 years. So, today my son and I had to go to T-Mobile to add a phone line and drop a phone line. The store wasn't busy, but we had to wait 50 minutes to see an associate. It appeared that there were maybe a total of 3 employees in the store? There was one consistently on the floor working with a group of customers. There were 2 other employees that were in the back of store and kept going from the floor to the back room, behind a closed door. Over time, there were a few more customers trickling in. The wait was rather annoying. I could see the obvious frustration on the other customers faces. Waiting nearly 50 minutes for someone to work with us seemed ridiculous and careless. We waited very patiently and eventually were called on "next!" Once our guy was available, it was fine. He helped us resolve our issue as far as he could. The 50 minute wait was not cool at all. It seems that if all employees were in the floor, maybe we could have been in and out within 20 minutes. I don't know if the two other employees were busy working in the back room, maybe? Who knows. I think I may try a different location with more employees working. read more

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The worse- and such a waste of time. Had to come in 4 times and my husband tried once- just to return internet equipment! I don't understand why it was so complicated. 3 times when I came in- there were only 2 workers already helping out other customers- and after waiting 10-15mins I left. When my husband tried- they wouldn't let him return the equipment because the account was under my name... finally on my 4th try, after waiting 10 mins someone was able to help me. For some reason they could only look up my account with the number associated with the account- so after digging through emails I found it. I just don't understand why it's such a complicated process when I literally got the equipment- by signing up on the Internet. I will never sign up with T-Mobile again just so I never have to deal with the return process again... read more

GREAT CUSTOMER SERVICE!!! Hands down !! Thank you Antonio !! I had to change my service with AT&T after 20 years !! They wanted me to Change my phone number due to tower resell in Puerto Rico. So after plenty of research T-Mobile was the best option. There was a major delay and issue with AT&T wanting to release me after they gave me no option.. T-Mobile was awesome in assisting ! Antonio took the time and had the best patience in assuring all three of my lines were working to include my sons who is overseas on deployment. It is truly important to have communication with my son while deployed. So I truly appreciate the customer service, assurance and value they offer. Thank you T-Mobile looking forward to our continuing business ! read more

Their hours are incorrect on their Google places add drove all the way to the store to find out they close at 5pm instead of 6pm. TEERIBLE customer service from Maria. I arrived there at 4:50ish and was asked by Maria the reason I was there today. I told her that I wasn't getting a new line and she said she closes to 5 PM and that she had another customer to help to activate a new line for them. I asked if there was anyway she could help out to activate the new line since the website said they close at six (so I was still under the impression that they closed at six). She said I'm going to help someone else activate a line and I close at five. Therefore, I'll take my business somewhere else. Terrible customer service and rude Associate! P.S. They also take forever to answer the phone!!!!! read more

T-Mobile - The store is located at Crystal Lake! - Mobile Phones Near Me - Crystal Lake, Illinois

I made appointment to have my phone repaired. They were on time and professional. My phone was repaired not only within the time frame, but early. I was so happy that Vincent was able to work a miracle with my phone. Thank you Vincent! read more

Terrible customer service. Guy that answered phone seemed to be half sleepy the way he talked. He did not know about a deal that is posted in big letters on the main website of T-Mobile. He said he would ask his manager. Then he came back and said even manager did not know about it. I called another two T-Mobile stores in the next hour and they knew about the deal before I even finished speaking. They said the deal has been around for a month. If this is the level of awareness at the store, I dread to think of how the customer service will be if I need further assistance in the future. This store just lost a customer. read more

This is without a doubt, one of the worst ran places I have ever had the misfortune to deal with. After 3 unsuccessful attempts to do business with this joke of a store, I had an 11 o'clock appointment this morning. I got there at 10:55 and they said I would have a very long wait. Why have an appointment? I told them there place sucks and I will try another carrier. The girl turned around and walked away. Guess she could care less that I am a very satisfied Sprint customer of twenty years. If this was the only store in town, I would resort to a blanket and fire to send smoke signals before I would deal with them. Very poorly ran organization read more