Came here to finish setting up a phone line after purchasing a phone 3 days prior. Kimmie helped me and was great but when I came back today no one was there to help me. They didn't even greet me as I walked in. I sat and waited for 20 minutes and no one bothered to ask me if I needed help. I would love to give this location 5 stars but the lack of attendance today really bothered me. Pt 2: I came back the day after and the service was somewhat better but I was not happy walking out the store. I had to pay my bill today because yesterday no one wanted to tend to me so I ended up paying my phone bill just for me to go onto another plan, which is the main reason why I went yesterday. They said I could not be reimbursed so therefore ruined my t mobile experience. What a shame. read more

T-Mobile Experience Store - My experience - Mobile Phones Near Me - Dallas, Texas

wow! awesome customer service! I had the best team working on an odd issue with my phone. Aaron Martinez, the manager and Madison did not give up! they were so brilliant, patient and kind. They made sure I left the experience store with the BEST Experience possible. My phone and T-Life are communicating perfectly now! Yay! Great location at North Park- 2nd floor around the corner from Macy's and Lens Crafters. Bravo T-Mobile for this incredible team at this experience store To assist us with our technical needs and setting up news services with great deals! read more

I had a business for 30 yrs and I can tell you about great customer service. I had the pleasure of talking to Aaron at the Northpark Mall today. I am a 75 yr old woman that needs a little help with my phone sometimes. This young man went far and beyond to him me in anyway he could and he did. Keep your great customer service people. I don't care what they say, Customer Service will always need employees like Aaron. read more

Thanks to Scott,I was in and out with a phone issue repaired in customer friendly fashion. Ive been with T Mobile since they started. Not always happy but this trip was one of the better. I perceive they are making an attempt to be more customer friendly. Scott even pointed out that I could change plans, save money and get better service! Im in Again thanks Scott read more

T-Mobile Experience Store - I patiently waited 10 minutes - Mobile Phones Near Me - Dallas, Texas

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T-mobile in Nacogdoches, TX totally scammed me when I went to upgrade my phone. I had a plan with 3 phone lines. I was sold on upgrading one phone from an iPhone 11 to a 14 with promotions and a trade in involved that I was told would make my bill go up about $20 per month. This was to also include a kids Sync Up watch and line for a Christmas present for a grandchild. When the next bill came my total bill went up by $130. After multiple calls, chats, and visits back to the store I was basically told tough luck. Nothing I was initially told was honored. Not from the store personnel nor from the online support. I attempted to return the Sync Up watch, which was still unopened, but I was informed that the return period had passed--it's only TWO WEEKS. This timeframe is insufficient, especially considering that the watch has resulted in an unexpected increase in my bill. Additionally, since it was a Christmas gift, I couldn't assess its suitability within such a short period in any case. Unacceptable on every level. read more

My name is Ron N. My account is XXXXX9366. I have been a Sprint/T-Mobile customer since 2017. I currently do not have trust in the security of my accounts and information or confidence in the service I'm receiving from T-Mobile and its representatives. This is a long review, but these clusterfucks happened over the course of two months. If you need to commit account theft, the T-Mobile Store Manager brian from the T-Mobile store in Fort Smith, AR 72903 can help you. Normally to access an account in store you would need a photo ID and the account's 6 to 10 digit pin, and possibly a Temporary verification pin from a T-Mobile representative. Tell Brian the T-Mobile store manager at T-Mobile in Fort Smith that you know the account owner, he'll let you: Change ownership of the account, delete their online account management, and suspend multiple lines. Ownership of my account was changed in May without my knowledge from a T-mobile store in Fort Smith. On June 4th, 2023; this person suspended two lines AND disconnected/deleted my online T-Mobile account management, through T-Mobile Store manager Brian at the T-Mobile store in Fort Smith, AR 72903. In an attempt to restore service I was able to call T-Mobile customer service from my disabled phone. Automation asked for an account pin, I entered the pin. T-Mobile agent number 1 Precious, tells me we will need the account holder - which was changed, on the line; in order to access the account. This pissed me off, I hung up and called back to be connected to another agent. Automation asked for an account pin, I entered the pin. Agent number 2 says: "I see here that you are authorized, I can reactivate your lines; and restore your online account management access." I then needed to recreate my T-Mobile online account. Thank you Agent number 2 for your assistance, I forgot to get your name. On July 2nd, 2023; I received June's billing statement with another person's name on the bill. I then realized May's billing statement was also under another person's name. I called T-Mobile customer service, Automation asked for an account pin, I entered the pin. Waited 10 minutes to be connected to Agent 3 (This agent sounded like Precious). Agent 3 tells me "We will need the account holder on the line to make changes to ownership. But since you are an authorized user we can move your five lines over if you open your own account, depending on background info and credit check" Me: "Sure, let's open another account so I can have access to my Five lines". I give Agent 3 some personal information and social security number. Agent 3 proceeds with the account opening process and realizes there's an error, and asks to connect me to Agent 4. Agent 4 asks me: "Did you realize your social security number is already used with a T-Mobile account?" Me: "Yes, because I opened account number XXXXXX9336 in 2017." Agent 3 hopped back on the line: "At this point, we will need you to visit a store, with two forms of identification and your social security number card; from there we can let you open another account." July 4, 2023; I visited the T-Mobile store at NorthPark in Dallas, Tx; Erick R. was the agent that helped me. In preparation for an in store visit to fix my account. I printed out statements billed to me from 2017, 2018, 2019, 2020, 2021, 2022, and February, March, April of 2023; along with billing statements that were billed to the other person in May and June of 2023. Gathered Driver's License, Passport, Birth certificate, and social security number card. In store Erick at first said I can't access my account without the account holder present with their photo ID; Then I showed him billing statements for February,March, and April, and a sudden change in ownership in May and June. I then needed to verify my identity with Erick R. using my driver's license, passport, social security number, and several temporary verification pins sent to my phone from T-Mobile Support. Erick R. from the T-Mobile store in Northpark Dallas, TX was probably the first T-Mobile representative realizing there's an issue with account ownership and called T-Mobile store account support. In order to correct my account, I needed to physically be at a T-Mobile store, with two government issued identifications, and a physical social security card. Erick R, the T-Mobile agent from NorthPark in Dallas, TX, needed several authorizations from T-Mobile account support along with the two temporary verification pins that were sent to my phone. In order to assist account theft, T-Mobile Store Manager Brian at a T-Mobile Store in Fort Smith, AR needs a person to claim they know the owner of the account, to change ownership, suspend lines, and delete their online account management. I requested Erick R. to make two notations to my account 1. Do not let anyone besides Ron N. make changes to the account and 2. Account corrections were made by account owner Ron N. on July 4th. Thank you Erick. read more

Awful. Been that way every month for two years. 4 towers within a mile of my home. Just got off the phone with their rep. Raised his voice with me. They say the same thing every month? Give us one more chance? Pure crap. Rates go up. Service goes down. read more

T-mobile business was not keeping up with connecting the service fully. we did a free trial but only tried it a week from the 2 week free trial. we didn't connect the internet or use it until they fully decided to do the port over with our line. They did not port over the business line so we were unable to cancel the current provider. They billed us the first month when we still had the current provider as well so that gave us 2 bills to pay we decided to no go through with them because of their lack of providing us with the full service and we never used the internet because they never finished the process. they charged us anyway after being unsatisfied and did not want to help. Our experience with them was very unsatisfying. read more

I wanted to give a BIG shout-out to Abraham, Darryl, Tim, Syd and the entire TMOBILE NorthPark Mall team for their patience, kindness and technical expertise getting my ancient Samsung phone transferred over to a new Galaxy model on Tuesday 3-28-23. Nothing ever seems easy with me and technology, and this T-Mobile crew could have easily gotten frustrated or impatient with me - which I feared. But they didn't. I really appreciated their customer service! Leaving that old Samsung phone is like leaving an old friend. It seemed less painless as a result of the folks mentioned above. THANK YOU ! KEN C read more

I am not a heavy cell phone user so I have had a prepaid account with T-Mobile for about 15 years. Their prepaid policy requires you to pay $100 into the prepaid account before the annual expiration date, even if your remaining prepaid balance is large. If you don't do this before the expiration date, they will basically steal your remaining balance from you. This just happened to me because I did not get a reminder, and it expired. I had remembered that it was in April (it's late March now). I learned that when I had renewed my balance early last year, that the expiration date gets moved up to the date that I made a payment. So if you pay a little early, your expiration date comes earlier the next year (on that new date). I called to complain about having my money stolen, and had to wait a half an hour in the phone queue because they arbitrarily choose not handle prepaid customers via their online service chat. When a human finally got on the phone, he agreed to replace the stolen amount and told me that I should go ahead and make a prepaid deposit, so I did. My balance showed that they replaced my stolen balance amount and also credited my prepaid balance with my new payment. However, a day later, my phone service is totally kaput (no calls or texts in or out). Now I am sitting in the T-Mobile phone queue a second time this week for a guestimated 45 minute wait (we'll see). Since I am basically a hostage to my phone now, I am spending the time to share my crappy experience for you to consider when choosing a cell phone provider or any other service that T-Mobile stains. read more

Anthony really helped me out! My phone is well beyond the point where I should've upgraded and wouldn't give me any extra value toward a trade-in; but Anythony helped me get in contact with the insurance company for my phone, let me use the store phone and was there to answer any questions I had. I'm definitely going back to him when I come back in for my upgrade! Thanks Anthony! read more

This my second time working with Ousmane (the so called store manager). Every time I've had to work with him he has never known the product or upgrade information. As a manager, he provided terrible service by stating "you need to call 611". In customer service, I would have expected and appreciated he pick up the phone and call 611 himself, provide his guest with proper service and fulfill the needed request for correct information. Called 611 and they stated that he has the same information they do and we are up for a free upgrade, interesting he wasn't capable of getting this information himself! We are now on our way to another T Mobile where hopefully they understand what their job requires. Already in the process of writing a letter to the corporate offices. read more

Stephany Gomez was really helpful with assisting me in ordering my family member a cell phone, who was to picking up the new cell phone in Houston, Texas . She went above and beyond by contacting costumer care & making extra notes on my account. She made the process easy for me & I really appreciated her professionalism. read more

Completely dissolved and disgusted by the way I was treated at this location. I'm not one who complains about service, bills, etc. The reason I went back to this location was because the previous store manager was Exceptional! She unfortunately has moved, but said the new manager / staff was very good. I went and was disappointed. My phone has a malfunction and visited the Grapevine Mills store - where the associates there assisted me. They were Wonderful! Unfortunately, they were out of stock of the color of iPhone 11 that I wanted so they suggested I visit the Northpark store, I hesitated - but decided to give it another try. The staff member who assisted me was the Absolute worst. He needs to be retrained on how to speak to customers. He was dismissive, arrogant and had no intention on assisting me on an issue that is regarding the phone I purchased with them. Unbelievable - coming from the retail industry myself - this entire store needs Serious training ! It's clear they rely on the heavy traffic to make their numbers. SAD. Would Never suggest to Anyone to visit this store ! read more

Extremely poor customer Serice, rude employees. Abe specifically was extremely rude and unprofessional during my service needs. The employee ended up being complexly wrong and corrected by the manager. Only to be out of phones after the 2 hour ordeal. DO NOT COME HERE. read more

Northpark location. Terrible service- they won't be shy to treat customers like a pet monkey. Cory lies to me that no management was their on Sunday as corporate stated there was an assistant in the store. He didn't want to help and took 15 min to see the account. He did not seek others help as I requested twice. Wouldn't listen- lies and tell me to go to another store as he wanted me to go and drive around. I requested that he calls another store because I have a lifetime warranty as he declined. I asked for the business card, he pointed me to them wheel he leaned on the counter. Very professional- wow Bills are constantly wrong and over charged mistakes. Every dollar the company makes while over charging can ad up to million. As I call they sort of indirect stealing. Corporate Daniel who works for the president wouldn't listen and doesn't know any solutions. Maybe you at time to share the story in news paper. May want to move on to Verizon. They care- This place and company is a joke. Thank you for your response- Daniel promised me that management would reach out. 4th day no one has called me as of yet ! TMobile when you answer these posts make sure that you follow up with it, not just tell customer one thing and do something else. Every company will do this. Be caring and different 3 months later- 0 fix, went from Reginal manger who never really got involved, write manager who kept on saying I'm talking with the corporate. How long does that take- I finally moved on and joined another company. Oh not to say after merger you will get spring quality service that 1 out of 10. Customer service is seriously lacking. Corporate responded with the problem I approved them with and re-iterated as a solution. Does this even sound like a solution. I finally gave up and will never return to TMobile. 0 service after the sale read more

I purchased my iPhone 5s, iPad mini, and now my iPhone 6s from here. Every single time I have come in, I am assisted immediately by very knowledgable and friendly staff. I always feel very taken care of here and have never felt hassled or hustled. I've worked with numerous employees here and whether I was buying a new device or had a question about my plan, I have always been helped in a friendly and professional manner. On my latest phone purchase, I had actually gone to another T-Mobile store location (I-30 & Buckner) and was very disappointed by the service. It was so awful that I walked out and drove straight to this store where I was taken care of in probably less than 10 minutes. They answered my questions and laid out my options in a way that was easy to understand and I ended up making my purchase here even though it meant waiting a week or two for my new phone to be shipped to me. :) Great people, excellent service! read more

This is the location inside Northpark Mall near Macy's. I've visited this location on several occasions and there always seems to be adequate sales staff and good customer service. And they're open until 9, so their hours are also realistic for people who work. Tonight I decided to join the 21st century and get an iPhone. Megan was one of the three salespeople waiting to assist customers. She thoroughly explained the differences between the phones, helped me navigate the software, moved my contacts, and very patiently showed me the basics. I knew she would be the right person to understand what I want, and she was! I will definitely return to this location just because I get good customer service here. read more

The employees here are rude. We were not greeted when we walked in and were ignored by the two Hispanic female employees. They spoke to 1 customers who came in after us before they said anything to us they even asked if we had been help knowing we had not. Erika the manager tried to make it right but it was too late read more

I am not happy with the service given by Daisy Rodriguez from the store in Northpark mall. She was stationed at a booth at the Texas State Fair. She offered me a deal of 20% off my bill for life if I simply add another line and switch to T-Mobile ONE. She told me my total bill would go up $12 per month. I agreed and she gave me a sim card for the new line. I signed the ipad and left. Come to find out, she DID NOT add the T-Mobile ONE service and DID NOT add the 20% discount! If she had done what she told me, my bill increase would have cost $100! I had to jump through hoops to get everything reverted back to the way it was. read more

This T-Mobile store is THE BEST IN DALLAS!! Absolutely spot on service from every single representative. A lot of customers that walk in here are very entitled to things. I overheard a conversation from a customer and a rep and the customer wouldn't stop bragging about his tenure at T-Mobile. I've been a T-Mobile customer for over 20 years and I've yet to brag about my tenure in order to get something free. Customers need to stop doing that in order to get away with things just because they're tenured. T-Mobile is a great company and has good employees who are willing to help a customer and not just try to sell something to meet their goals. Seriously next time you're in Dallas visit this T-Mobile store! Great service!! read more

Employee put in my account information wrong from my previous provider. My number didn't port over but he assured me that he corrected the error. 2 days and 5 phone calls to customer service later, my old number still has not been ported over and I get a new reason why each time. Blah... I guess I'll try again tomorrow. Pay close attention to the info they put in. read more

I went in for a simple SIM card change and Rudy and freddy were so helpful not only making sure my sim was functional but also making sure my phone was running how it should. All the employees were wearing masks and keeping their distance. I love this store! read more

Please don't come here. If you plan on upgrading your phone from an existing plan and your device just happens to have some pocket lint on it, they will say it's trash. The younger Hispanic woman went as far as getting a microscope to see if it was really lint. I pulled a rabbit out of the hat on this lady and pulled the lint off, and the expression on her face when she knew she went 0-100 real quick for no reason. Was she having a bad day? Was she dumped prior to me casually walking in expecting to walk out with a new phone? Who knows maybe we'll find out on the next episode of dragon ball z. read more

My son's phone quit on him on a Sunday evening. Zach was so helpful to us and quickly had us on our way. We never have trouble getting problems resolved. We appreciated Zach and his helpful suggestions. read more

Visiting Dallas from Atlanta. I entered the store to upgrade a line of service on a device had to be paid in full by Sept 30th. 1. I was first told that the store was unable to perform upgrades due to not having the iPhone Xs and also to the system being down. So I asked if there was any other phones or another t-mobile store. 2. I was then told that the store did have the iPhone Xs with higher memory and it would cost more. We moved from the iPad to a computer cash register and the system began working again. 3. I was told for the Jump on-demand upgrade I needed to pay $300 plus the taxes on the phone. I proceeded to pay this amount. Recently another line on my account was upgraded and I paid $120 (taxes) with the jump in demand program. After letting the staff know that this amount ($300) is incorrect to upgrade I suggested that they place a preorder for the 64 GB iPhone Xs. I was then told to pay $120. 4. With attitude the staff came back and stated that we were unable to upgrade because we had a past due amount of $395. I was then told that to upgrade service I had to pay the past due amount on my account which was $395. I agreed. After agreeing to pay that amount I overheard staff (Martha U and others) laughing saying "they can afford that?" 5. I was told I would not be able to upgrade due to the amount and finance cap. I had to instruct the staff to change the phone to an Xs not Xs Max. 6. Next we begin to place the preorder and we were told we could not upgrade because of the scratches on the old phone. Below is are pictures of the old phone. Please let me know if there is a reason this phone would not qualify to be traded in due to the scratches. I say all of this not to waste your time, but to merely provide feedback based on the experience I had at the T-mobile store in Dallas today. I selected t-mobile after dealing with uncomfortable experiences like this at at&t. I have had t-mobile for almost five years. This was a first ever, over the years my family and I usually really enjoy the wonderful experience we have with t-mobile over the phone and in person. I have never at t-mobile experienced staff belittle my family as customers, present very unhelpful, not understand the features on my account, and presented barrier after barrier with disrespect as if we could not afford products. This experience was pretty shocking as I pay attention to t-mobile campaigns and I see the hard work and dedication that this brand is doing to support and improve not only the t-mobile customer experience but the experience in the mobile/tech industry un-carrier etc... I know for sure that this Dallas store experience does not represent the entire company. I do not want to leave t-mobile and more than likely will not, but it is essential that someone takes this treatment or lack thereof very seriously. read more

I normally go to a Tmobile closer to where I live but was shopping at the mall and really needed a new phone! I'm glad I did. The staff here is really nice and made me feel welcomed. I might just come back because of how they treated me! Thank y'all! read more

Negative experience at this store with trying to return a 4G LTE Signal Booster. I received a mail piece from T-Mobile stating I can return equipment to any T-Mobile store. Staff was un-knowledgeable. To sum things up, I was unable to return it to this store. read more

Moving to T-Mobile has been a complete disaster. We were told we had 4G service in our area which turns out to be completely false. We have tried from day 1 to work with them to find different approaches to receiving better reception and each attempt has failed. My husband has actually lost contracts because clients could not reach him due to our lack of service with T-Mobile. Also, when he is on job-sites, he usually has to ask to use his clients phones because he does not have enough service to make or receive calls. (very embarrassing) Once we realized the extent of our service issues, we were told we had gone past our 2 week window of opportunity to cancel service. While we were trying to work through this, we were repeatedly told by their customer service that there is zero to little high speed service in our area... Where were these honest statements as we were moving 4 lines to their company? We have asked them to unlock our phones so that we could hook them up to a carrier that could provide service and they refuse to do it even though we would continue to pay our lease on the phones to T-Mobile. We were honestly deceived by this company, do not let this happen to you. It has been a horrible experience. read more