Came here about 30 to 45 minutes ago. They only Have 3 people working there assisting customers and one person who walks around with a tablet taking peoples names. After a 10 minute wait and no assistance, I just walked out.... If I had a few hours to spare (which I didn't) then maybe that would have been different. Don't bother coming to one of these places unless you plan on spending your entire day there. I went home and ordered a new phone iPhone 17 pro max online faster than any of them could have helped... I know now for next time. read more

I have been to three locations lately due to phone drama. Two of the locations had a total of three employees I dealt with who were amazing. Well, I come here and my luck ran out. I walked in and the mamager was real nice. But he was helping someone else. I came here because the other two phones said the phone I wanted was out of stock. But this store had it in stock. Supposedly. Well, they didn't in reality. Basically the employee who helped me spoke little. He did not explain things well and worst of all, I actually left my brand new phone that I was trading in on the desk when I was leaving. I assumed this is what I was supposed to do since I was trading in this phone. I fiddled around on my personal phone and was about to leave several minutes later. I saw the new phone was still sitting there. With no one around. I said to the employee....can you please put the phone somewhere because I don't want someone taking it and me not getting credit for it. (I ordered a new phone and had to wait two days for it). Anyway, he tells me....you are supposed to take it. Me? You never told me that. So if I did not notice this expensive brand new phone lying around, it most likely would have been lost or stolen. Turns out I am supposed to turn it in today when I have them activate my phone in person. I had to ask this guy every little question. Very disappointing because I do think T Mobile employees are great overall. This one needs to learn the ropes a little better. read more

Went in there yesterday to have our screen protectors replaced because we pay for the plan. The lady who assisted us had zero personality and maybe she was just having a bad day, but really was just a negative Nancy the whole time. She told us she was gonna go get the screen protectors, so I took off the protectors that were broken on both of our phones. Came back and said they only had one and that we were gonna have to order the other one. We have the second newest phone, why they wouldn't have them in stock, and this is the third time this has happened to us, I have no idea. And it always takes a week or two for the screen protector to come in. About to remove the protection plan because this is ridiculous that I can't just go in and get my screen protector replaced as easily anymore. read more

Tina is the best! I came in because my first bill was double of what it should've been. Tina was super helpful in explaining why it was so high and was able to lower the bill by almost $90. Great customer service at this location. read more

TL;DR   A sales rep here sold me a phone, never told me during the purchase that I needed to digitally sign some documents for it to be shipped. then told me the order was canceled (it wasn't).  2 weeks later, the phone was shipped, even though I had been told by the sales rep that it was canceled and I would receive a refund.  Upon returning to the store the T-Mobile sales rep fraudulently misrepresented herself to her own company by calling T-Mobile on her own cell phone, pretending to be the account holder on my account, and tried to cancel the order by saying it was taking too long, effectively throwing me under the bus for her error.  Eventually, I  received only a partial refund for the debacle and was told certain fees and taxes could not be refunded per store policy. Absolute worst customer service I've ever received from T-Mobile.  Avoid like the plague. The customer "service" I received at this location was an abject failure.  I ordered a new phone in-store and was told it would be delivered in 2-3 business days.  About 5 business days later I returned and the phone was not there.  The same sales rep told me that I should have received an e-mail agreement that I had needed to sign in order for the phone to be delivered.  She of course told me this after  I had already been waiting 5 days.  She said I would have to call T-Mobile directly to figure it out and offered no further assistance.  I then called T-Mobile directly, they had no good answer for the issue, but I ended up ordering a phone from them and all was well, I assumed the original order I had placed in the store had been canceled and I would be receiving a refund for the taxes and fees I had paid for it.  Nearly 2 weeks pass and I receive an e-mail saying my phone was being shipped... huh?  Yes, the original phone that was supposed to have never been confirmed or delivered was in fact shipped.  I returned to the store to fix this.  The same rep saw me, recognized me, and instructed her co-worker to retrieve my phone.  I quickly told her that wouldn't be necessary, and that I needed to cancel it.  She then said she would "call t-mobile to figure it out."  She then proceeded to call T-Mobile, and present herself as the account holder on my account, and lied by telling them that since the phone wasn't shipped quickly enough that she wanted to cancel it.  To clarify, the T-Mobile sales rep fraudulently misrepresented herself to her own company by pretending to be a customer.  At this point, I saw someone who was a manager and had had enough.  I informed the manager of the issue and through the use of a few expletives told her the problem, and that her employee was effectively trying to make it seem like I had made a mistake and that I wanted to cancel an order due to being impatient.  Meanwhile, remember, T-Mobile had already shipped me a phone.  The sales rep denied this, and discreetly ended her fraudulent call.  She then tried to claim that the phone had not been shipped, even though I had ad UPS confirmation.  They finally retrieved the phone from the back, after accusing me of lying.  Finally, they issued me a refund for the taxes, but not the "assisted support fee".  Which they claimed was non-refundable per store policy...  She then offered me a bill credit to make up for it, which doesn't really make up for the fact that they charged me a fee and taxes on a phone I never received. Avoid this location at all costs. read more

Worst experience and customer service ever. I went there the middle of November 2020 and bought a new phone the SAMSUNG GALAXY S20 5G with Marcella. I also wanted a screen protector and they didn't have one in store so Marcella offered to order one for me. Since I was going to be out of town she said we could have the screen protector delivered to the store because they always do that. Worst mistake ever. We go back two weeks later and their store is completely shut down because one of their employees had covid. So we go back the next week after that and saw Marcella again and asked her about the case. Marcella went and looked in the back, she said it's not there but what was happening was everything that was shipped there while they were closed was being routed somewhere else she believes but she wrote my photo number down on a sticky note and said when her manager comes in at 1pm she will talk to them and give me a call right after. Marcella NEVER called me and I never heard back from her. We waited another week because we didn't have a chance to go back (now it's been a month) and they were closed again because another employee had covid. The following week we go back, by now it is the middle/end of December 2020 and we spoke to Jose. Jose had to text Marcella to figure out what was going on which was ridiculous to me. He was also helping other people who came in while we were just standing there waiting. Jose asked me for the order number and when I looked it up and provided it to him I noticed the email for the screen protector said Ultra next to it and I asked him if that meant it was for the Ultra phone? or if that was just the name of the screen protector and doesn't matter? I told him because I don't have the Ultra. And he specifically said no it doesn't matter. On top of that he didn't even tell me what he was doing to help us so I asked him what we were waiting for exactly and Jose said with a very rude attitude that he was going to call Tmobile. Tmobile told him the screen protector was going back to the manufacturer and once received we would get a refund, so Jose told us to wait another two weeks. I refused to go back to this store with their two incompetent employees Marcella and Jose so after having waited and never receiving the refund I called Tmobile customer service and they opened a Research case on it and a supervisor with Tmobile customer service issued another screen protector and had to charge me again but then credited me for it BUT they just issued the same kind of screen protector that Marcella had initially ordered which turns out was for the SAMSUNG GALAXY S20 ULTRA when the phone I bought with Marcella was the SAMSUNG GALAXY S20 5G. She had ordered the wrong case and Jose even told me if was fine!!!!! So after having finally received the actual screen protector at the end of January 2021 it wasn't even the right one because of Marcella's initial mistakes. Please avoid this store at all costs or the very minimum those two employees Marcella and Jose. Today's date: 02/17/2021 *Screen protector ordered: 11/14/2020 - Still waiting on my refund. *Still don't have a screen protector for my phone. read more

went in for a new phone and one of the female employees with the wool built ass bun was no help at all, had attitude, and even yelled.... she was embarrassing herself but i did not want to make a scene, i will pay my homegirl a visit tho...never go to this tmobile.. read more