As a business owner of 20+ years in this city of Aurora, CO. I find it difficult to leave negative reviews of other business. I give people and companies the benefit of the doubt in most situations, we are all human and in many cases new hires make reasonable mistakes and/or are in need of more training. This situation was so beyond human and reasonable I have to share my story and hope that the truth and justice will prevail. After being a loyal T-Mobile customer for 24 years I must warn other customers about the store on Cedar Ave. in Aurora. I went into the store alone to upgrade my husbands 256 gig cell phone to a newer model with faster service. The young man who helped me sold me a phone with less memory. Before we began the transaction I communicated that I needed the same amount of memory or more but definitely not less. He gave me a salesmen's pitch that because I had sufficient cloud storage I didn't need a cellphone with 256 gig's. I told him we run a business with our phones and there was a reason we had that many gigs to begin with. My husband joined me in the store and said that phone wouldn't work and the young man swapped the transaction for a better phone but gave my husband the same speech that we didn't need more gigs. We purchased the phone and once all of the data transferred, before the return warranty expired, the phone flashed an error message "Your phone doesn't have enough memory." And then it crashed. My husband went back into the store and was being given decent customer service when a different associate intruded into their conversation - "He is going to have to pay a restocking fee!" This was rude and insensitive and not taking into consideration the details of the situation and so my husband called her on it, told her he wasn't talking to her and then resumed his original conversation with the professional acting associate. Two weeks later I receive a call from T-Mobile's legal department saying that my husband threatened to beat someone up in the store and that he is not welcome back in that store. My first response was "Please watch and listen to that video tape because that will prove that that never happened!" For the employee in the store to be that vindictive as to lie on a customer trying to resolve a problem that the store caused by being uninformed or dishonest out of desperation to make a sale, or sheer laziness, or whatever it was - was one thing, a terrible thing, but then to call the corporate office and for that corporate office to then call the customer before they've verified the accusation was even true is beyond bad customer service. I should have known during the initial transaction and the extensive time I spent with the original sells guy who was unprofessional and wouldn't look me in the eye that this was going to be bad; but I never would have imagined this. read more

Had an experience with an employee with the name Babi earlier this evening that easily could have been handled without the attitude and the assumption of whatever she felt was the issue. I simply came in for a phone repair and a possible claim. I've been with T-Mobile on a business account for at least 6 years with 4-5 paid lines. This is the 1 and only time I've felt disrespected by any employee. I wasn't sure on the status of my phone and what the warranty was and Babi failed to explain and create solutions for my issues. She failed to fully explain what my options were and simply told me to call 611 and resolve myself. After telling me I need to call myself, instead of her assisting the customer to clarify the issue she literally leaves the store for a quick break ( in the mall) and comes back with a Red Bull to drink. Mind you there is a line in the store with waiting customers and me still standing there deciding to call 611 or just buy a new phone. Babi insisted there was nothing she could do and basically made accusations that I swapped out my phone and it wasn't the original product I purchased originally. She said the IDE #'s didn't match and I had no idea why. I insisted I've never traded the phone and couldn't recall any issues and it was the same phone. She said it wasn't and since the IDE # didn't match they couldn't honor my warranty. I couldn't understand why and didn't rememberer any damage to the phone earlier in the year and simply couldn't recall the past issues I had and they had no proof either because it was all done at the Apple Store. I later (5 minutes later) tried to explain we actually might of had swapped it out but not sure from due to it being a business account and have 4 total lines. I don't know everything that goes on with the account. Babi immediately got an attitude when I couldn't remember and didn't offer solution. I then told her I didn't want to go through the hassle of waiting for 611 and that I would just purchase a new phone. I only had 1 payment left which was $35 so no biggie. Do you think Babi gave me any insite on deciding for a new phone purchase.... Nope she literally asked "which 1 you want"... I couldn't get any info on any new phones or any details of anything since I was making an upgrade. Babi made no effort to make my phone purchasing a decent experience. She was not helpful and was flat out rude. I also made sure to tell her I didn't understand her phone language and needed to break it down in terms that I would understand. In the future Babi should practice patience and assistance. And to not leave the store in the middle of a sell and during business hours to grab a quick Red Bull. She is very unprofessional and could use more customer based service skills. I'm a consumer and have done no shady things as far as phone purchases. She shouldn't treat clients like her previous ones. Each client is new experience and you must abide by that and not assume. And thank you Dean the store manager for hearing me out and assisting with my complaint. I'll also be reaching out via email. Thank you read more