I visited the T-Mobile store yesterday with my daughter. When I arrived, an associate informed me that he was currently helping another customer and that I would be next. I sat and waited for my turn. While waiting, I noticed the store manager sitting in the corner. After about 32 minutes, another customer walked in. As soon as he entered the manager immediately got up greeted him, and offered assistance even though I had arrived and checked in earlier. I found this surprising, but I continued to wait calmly. A few minutes later, the associate who originally helped me returned and called me. As I stood up to go to him, the manager told the associate in front of me that I was not the next customer and instructed him to help the man who had arrived after me. Even the associate appeared confused and asked the manager " "ARE YOU SURE" to confirm, but the manager insisted. At that point I felt extremely uncomfortable and disrespected. I chose to leave without making a scene. As a T-Mobile customer for over 14-15 years, I have never experienced anything like this. I left feeling that I was treated unfairly, possibly due to the color of my skin, which was deeply hurtful and disappointing. I want to emphasize that this issue is not with the entire store team. In the past, I have received excellent service from several employees there, including a very kind woman who helped me a few months ago and another associate who was helpful during this visit. My concern is specifically about the manager behavior. I hope this feedback is taken seriously. No customer should feel dismissed or disrespected, especially after years of loyalty. T-MOBILE Pentagon Row read more

Terrible service. Do not transfer to T Mobile. They lie, scam, fraud and deception. Go to any other air phone carrier but do not go to T Mobile and not this location. read more

This location once was my "to-go" spot but after today definitely showed their lack for customer service and definitely will not be returning. From Store manager to Assistant manager they don't acknowledge nor take accountability for their poor customer service. read more

I've been to this location twice and have always had exceptional service. This time I was helped by Danny and he was extremely kind, prompt and helpful. He assisted me in less than 10 minutes to fix a phone screen protector. I love this T-Mobile. They always have great service! read more

Helpful team of employees at this location. Efficient and effective service. Maria and Maliq were especially helpful.

I miss this place when it was the old Sprint store. It was much more efficient. I made an appointment online to get some repairs done for my phone (and this is one of the few stores in the DC area that actually does repairs). Unlike when it was the Sprint store, there was nowhere to check in, and no one standing at the front to greet you and ask you how they could help. There were a couple of people standing near the front and what I assumed was the line for service, so I joined them. About 15 minutes later I get an automated text message from T-Mobile essentially "saying sorry you missed your appointment; let us know when you want to reschedule". A few minutes before that, one of the employees made her way to the front with some kind of tablet. I thought she might have been working on it for a customer so at first I didn't say anything to her. But after I got the text message, I asked her about it. She told me that it was something automated that the system sends when someone doesn't check in, but that she had seen me waiting for a while and that she could help me. If she saw me waiting all that time, it would have been really nice if she would have just, you know, helped me. Anyway, I tell her that I need my charge port and headphone port replaced and possibly a new battery as well. She takes it to the technician who cleans the headphone port, tells me to close a few apps and let my battery die and that it will take care of all of my battery issues, and that my charge port is fine because he can't find anything wrong. Okay cool, but that doesn't change the fact that I'm having a hard time charging my phone. I've used multiple chargers and I'm still having issues. She lets him know that and after another 15 minutes of her relaying messages between myself and this technician who seems hell-bent on not wanting to deal with my charger issues today, I finally asked her to try and charge my phone herself so she can see what I'm talking about. At this point, it seems that all of the options have been exhausted and she tells me to get a new cord and see if that will make the difference. So now I'm annoyed because I drove all the way to Virginia and wasted half an hour of my life going back and forth with this technician just to get a new charger cord. The part that annoys me most is that the technician to didn't even exhaust all of the options to try to get to the root of the problem I was having; the sales associate and I had to try and figure it out. He just wanted to move on to whatever was next. Not the sales associate's fault; in fact, I felt bad that she had to go back and forth relaying these messages when she was visibly pregnant. So in short, the store is unorganized, the customer service is lacking, one technician in particular is lazy, and if you aren't extremely vocal about getting what you want, chances are you won't get it. You have been warned. read more

Visited this location to fulfill an insurance claim to have my screen repaired for my iPhone 10R. I had no wait, but some customers behind me had to wait around 20 mins. Just depends on when you walk in and I got lucky they were free! Unfortunately, due to missing pieces of glass they informed me they wouldn't be able to repair my phone. However Pablo was super helpful. He checked my account to see if I was eligible for an upgrade, which I was. The process was so smooth and Pablo made me aware of all my options and was transparent through the process. Excellent customer service. Another employee Edward was very friendly and welcoming as well. During my time in there I also witnessed another employee Dario handle a frustrated customer perfectly. Great job guys! read more

This store is a mess. It's always understaffed and crowded with extremely long wait times. And on top of that they no longer honor the insurance they sold me when I bought the phone. You have to call some third-party company to get a cracked screen fixed. They used to handle stuff like that on site. Ugh! I miss Sprint. read more