Nice guys but I can't stress this enough, this is not a corporate location, it's a franchise and they're unreliable. I was given a "promotion" for a protection plan for the first few months as a new customer. We've had to spend 2-3 hours every month to get the price right. We were just charged $60 for the "free promotion" I was given. Limited follow through, if they don't have a resolution I just don't get called back. There is another location in Germantown I've heard good things about. read more

Let it first be known that I rarely write bad reviews, it has to belike REALLY BAD and I consider this a public service announcement: Skip this store, go to Germantown (mear Wegmans)! I absolutely hate diverting business from a local business but my experiences at this location, especially in comparison to the G-town store, leaves me little option. After several visits to the location, hours on the phone with customer service and several calls to the store managers, no one could tell me why my veteran's status was not being accepted in spite of submitting the requested documentation (which I was initially told during our sign-up wouldn't even be required). As the discount is significant and a determining factor for our move to T-Mobile, my husband and I spent a good amount of time trying to ascertain a resolution. After about an hour in the store (where we were referred to b/c phone customer service couldn't resolve the issue) we were told it was all resolved. Several days later another text from T-Mobile saying my veteran status is still not active. My husband called the store and was referred to Gary, the manager, he would need to call back when Gary would be in... So he called back and spoke to Gary who said he would have to look into it. As our bill due date was quickly approaching my husband followed up with several calls over the following week to no avail, no return call, an absolute void in customer service. So, on Saturday I went to the store myself. After extricating himself from the back room Gary informed me that he hadn't returned our calls b/c he didn't have an answer. He also couldn't tell me what was being done to find an answer. He was reticent to provide any contact information for his supervisor, finally providing an email address which was illegible. The entire conversation was more involved and I left really upset and with the indelible impression that Gary just didn't care (side note to Gary, it is unwise to tell a customer to "calm down" especially one that is still relatively calm after 3 separate store visits and multiple unanswered phone calls for the same issue). So I headed to the Germantown store, in the hopes of getting a regional manager's contact info. Instead, my concerns were addressed by an incredible team and within 20 minutes my veteran status was updated and my bill was correct. An issue that had been ongoing for weeks and had stymied the entire staff in Damascus was resolved. For more on the amazing experience I had at the Germantown T-Mobile store please see my Yelp review there. I did find MOST of the Damascus store staff to be quite pleasant and at least they tried to be helpful even if they were not successful. It is my opinion that they deserve better leadership than is currently available to them. And based on the other reviews here I am not alone. read more

Shout out to an excellent job by Nick & JP setting up our family on T-Mobile last weekend! Nick did an excellent job working with us through moving us from our current carrier to T-Mobile; and then did extra work syncing up a new iPhone for my daughter. Grand total of 4 lines. It did take quite a while; however, between Nick at the computer w/ PJ's assistance they did an EXCELLENT job :) Thanks so much read more

I spent 2 hours on 9/5/18 with an excellent service rep, JP, to solve an issue with a pad we have on our commercial account. The solution was made to order a replacement under warranty. Today, when I went to pick it up, Gary, the store manager (who wouldn't give me his last name, because "he doesn't have to") decided to reverse the decision and challenge the warranty rationale for replacement. He then called his District Manager, who dragged on individual interviews with each individual for another 40 minutes to determine, perhaps JP should have asked Gary who wasn't in the store on the day the problem was diagnosed. This is beyond poor customer service. It was clear to me that Gary was tattling to his District Manager to make a point that he disagreed with JP's diagnosis, all at my expense. Finally, the District Manager allowed the replacement, but, my view of T-Mobile's customer service is certainly tarnished at this point. When I looked up employee satisfaction with the reps in the store, clearly the opinion that it was all politics, lack of support to the reps and I, myself, witnessed the ridiculous lack of management skill and customer satisfaction by the store manager, "Gary". We will be looking into finding another carrier who appreciates commercial accounts and provides store managers who can actually handle their customer responsibilities. read more