Horrified, disgusted, violated, and defrauded are just a few of the words that come to mind when thinking about describing my experience at T-Mobile Store 2367 at 83-10 Astoria Blvd East Elmhurst, NY 11370 on 11/28/2017 at approximately 7:30pm. Ron Lazkani was the manager and another employee was there whom I did not get a name for. As a matter of fact, Mr. Lazkani refused to give me his name and essentially asked me to leave the store otherwise he would call the police because I refused to leave without his credentials. This was done in front of my fiancé and 3 year old son, and I only got his name after reaching out to a customer service representative at T-Mobile directly.
The night before on 11/27/2017 my fiancé, father, and I came in to inquire about the T-Mobile promotion of receiving $300 in exchange for my iPhone 6 toward an iPhone X. Sarah in conjunction with the employee who was also there the following day walked us through everything. At that time I had some questions about apple care and my iCloud account for the purposes of transitioning from my iPhone 6 to the iPhone X. After Sarah tried answering my questions without much certainty on the subject I asked whether or not I could come back the next day after speaking to Apple. Both the aforementioned employee and Sarah told me the promotion was in effect until the end of the week or longer. I told them I would be back the following day.
The following day 11/28/2017 I returned with my fiancé and my son. The employee from the night before recognizing me greeted me and asked if I was ready to complete the transaction we started the night before. Everything was going according to plan, I was told repeatedly that I would be seeing the $300 deduction in some form when the phone was shipped and that the promotion and the transaction were all green lit and I would have to leave a deposit of $539.40. Once the credit card was swiped and I received an order confirmation some of the numbers didn't add up. Upon further investigation and after Mr. Lazkani urging me to sign off on the contract it became apparent that something was wrong. That is when Mr. Lazkani told me the promotion was actually over and that Sarah and the other employee miscommunicated, mind you Mr. Lazkani was there the entire time I was speaking with the employee who repeatedly told me the promotion was in fact in place and that was what I was paying and signing for.
If a mistake had indeed been made which happens from time to time that is fine by me. My fiancé has been in retail for 8+ years and I in fine dining all over NYC for 10+ years. We have both handled mistakes by ourselves and by employees/staff that have been under our leadership. Neither of us have ever seen or experienced the level of sheer disrespect and unprofessionalism exhibited in this store today. The way Mr. Lazkani proceeded to handle the situation was beyond unacceptable. After his employee got off the phone with someone whom I spoke with that told me if I was misinformed that the promotion would be honored at the behest of the district manager Mr. Lazkani told me that, that would not happen. That the person on the phone is a liar and it was out of his hands. When I asked to speak with the district manager I was told that there was no information for the district manager. When l asked to have Mr. Lazkani's credentials to reference back to I was asked to leave the store. At this point, frustrated and beyond aggravated I told Mr. Lazkani that I would not leave the store without his credentials and he then threatened to call the police.
This is a despicable representation of your company to say the absolute very least. My family has been customers of T-Mobile for 5+ years. We actually redeemed the promotion on 3 other phones insuring our loyalty to T-Mobile for at least the next 24 months. The situation was already pretty bad to start with because of the misinformation and misrepresentation of what T-Mobile is promising its customers. However, it became exponentially worse do to the lack of professionalism, experience, respect, etc. exhibited by the leadership in place at this store. I am not sure what the protocol or training advise in these situations is but I can say with certainty that this is not how it should have been handled.
I am beyond disappointed in what happened here tonight. I would never return to this store or recommend any family or friend here. T-Mobile as a brand although handling it well over the phone has been tarnished in my eyes due to this experience. This is not how any customer, anywhere should ever be treated by a company of this scope and magnitude. read more
