I've had T-Mobile for nearly 2 years now and the service is fine, but I feel like maybe the communication isn't the best between their stores, the company, and insurance provider. I cracked my phone screen and went there looking to see what to do. The woman behind the counter gave me a couple options involving the insurance company and told me that I'd have to call a number and file a claim. So I left, went home, and filed a claim with the company. The woman on the phone told me all I needed to do was go back to the store and turn in my broken phone to get a new one from my upgrade. So I drove all the way back to the store just for the woman to tell me that she can't take the phone since the screen is cracked and not working. She said she needed to validate the phone to make sure it was actually the one listed on the plan. Not her fault. I'm sure it's T-Mobile policy, but they can't use a serial number or some sort of identification number on the device itself??? She said I'd have to call the insurance company back, pay my deductible with them, wait for the replacement phone to come in, then come back in and swap it out for the new phone. Lemme do some math here... You're saying I need to pay $175 for the deductible on a phone that I only owe $50 on, in order to get a working device so you can take that one and give me a new phone that I'm going to have to pay $30 per month for. Even if I took this route and got a working phone that I paid off, the most I could sell my old phone for on Ebay would be $75! What a scam. If you really wanted to help your customers out, you wouldn't be scamming them like that. I ended up paying the $50 that I owed for the phone and going to get the upgrade. I saved over $120 by not listening to what they told me to do and completely bypassing the insurance company. Maybe this would be a good option if the phone were newer and worth more money, but I find it ridiculous that they would recommend taking that route with a 2 year old phone that's almost paid off. This whole ordeal cost me an entire day of calling T-Mobile and driving to their store to try to figure it out myself. Overall, a huge, stressful, headache. read more

Tmobile has gone downhill! This store use to be top notch, but not any more! Nothing in stock and rude employees!

I've been in here a couple times now and had great experiences each time. The workers are very kind and attentive, also personable which I appreciate. Shoutout to Gio. The wait time to get help has been very minimal each time. They have late hours too & I've had positive experiences even at the end of the shift when everyone is ready to go home. They haven't pushed me to buy other services or items. It's clean and modern as well. I suggest this location! read more

very horrible customer service. Got attitude for something I couldn't control. Employees were talking bad and were laughing instead of being helpful. read more

My elderly father went into T mobile in Round Lake Beach to get his data transferred to his newly purchased phone after trying himself unsuccessfully and was told by the clerk that he could do that himself & refused to help him. Older people need their phones! It's going on 2 weeks since he purchased his new phone from T Mobile & is unable to use it because we cannot figure out how to make it work. It's quite an expensive paper weight. This company is criminal. If I could give a negative star review I would. read more

Spoke to Amy t the supervisor of the store. Refused to refund 6 months worth of bills even tho the account was clearly inactive . She would only honor 1 month. When asked for a corporate number they didnt even have one. She wanted us to write a letter. This place is a joke will never do business with this place again read more

All I needed was a lighting charger for iPhone, told me 30 minute wait. Save the time and go to Walmart or Best Buy instead. 30 minute wait for a $40 charger? LOL read more

We went here to come back to TMobile. I had been a sprint customer since 2004 but left for a few months and decided to come back. Online they said they never charge for activation. But when we went in the store they insisted to charge us. We paid. Then went to call Sprint and they said they never charge activation fees for returning customers. We called the store and they were insistent they always charge and refused to waive and refund this. Even though we had the chat from sprint saying they never charge this. Don't go here. They will take advantage of you and not uphold Sprint/T-Mobile's policies. This was a horrible experience. read more

My daughter was told her broken phone was under warranty and would be replaced for a nominal fee (under 7 $), it was ordered and we were notified the new phone was in. When I went to this same store to exchange the phones 4 days later, the manager and a new sales person examined the phone and said that there was a "pressure damage" and that they could NOT give me a new phone, which was under warranty, and had been promised to my daughter by the other associate. It was not what they were saying, it was HOW they were saying it!! They said the original associate was wrong, they were "sorry" but we would have to buy a new phone. Not -oh Im so sorry, how can we help you!? - more like -tough luck, we can't help you. The manager was then busying himself with his tablet while I was expressing my frustration and he could care less. I left the store, called T-mobile and was helped by a very friendly and caring associate who helped me get a new phone. This manager needs more training in customer service, T-mobile get your act together! read more

If I could rate this store zero stars I would. I've gone in twice and both times left not being helped and not having what I went in there for resolved. The employees there talks to the customers in a degrading manner, and proceed to not have answers when asked a question. Zero help. No solutions. The employees are rude and unhelpful. Overall a terrible experience. If I'm going to spend a thousand dollars on a phone I expect the best service. Please help this store. read more

Since switching from AT&T roughly six months ago, I have certainly came to realize that you get what you paid for. T-Mobile in general is a great cellular service to save money but the service is lacking to say the least. Each time I am in this T-Mobile retail location, I feel I am always being judged, or to put it in simpler terms, not appreciated there. I don't know if it's the employees here or if it's just the atmosphere but they certainly can improve as far as showing their customer appreciation. The way I see it? The customers are paying your salary so you should step up and be more friendly. I am not a big fan of giving poor ratings but two stars is still a little bit generous for this T-Mobile location. I've definitely experienced better.. read more

SOLD ME USED EARBUDS and for the exchange, they expected me to pay $3 MORE for a different (more popular) color! Are you freaking kidding me!!!??? They had earwax inside of them--disgusting--and the guy working, Jon, wouldn't come off $3 to compensate me for the completely disgusting encounter I had just had with the used earbuds. Seriously?! And when I originally went in, he was trying to sell me on their service, suggesting I switch from my current carrier. I WAS ACTUALLY CONSIDERING IT until he asked me if I wanted "a different color, but it's $9.99". Come on, Jon, $3 could have made T-Mobile hundreds in my switching over had you treated me right. This JUST happened, not 10 minutes ago. I am so annoyed!!!! AVOID THEM! read more

I already hate Tmobile. Their reps are horrible. And the company is just as bad. They don't care about their customers. All they care about is making a quick buck. I have yet to come across a associate that truly cares and wants to help. With above mentioned I should have figured that this location would be of no assistance for me. i went in looking to buy a new phone. The person I was working with seemed aggravated with my questions. As well as that I had my kids in tow. I brought my money elsewhere. read more

Store Manager should be fired! 0 stars for store employees who don't know details about the company's promotions. I Switched service from verizon at this store & was to be reimbursed for verizon's $160 cancellation fee, but store employee didn't know all the info. After tmobile corporate rejected the reimbursement, I called the store, & manager wouldn't help & blamed me for not knowing the program. So I never got reimbursed. Drive a little farther to another location for a hopefully better experience read more

Great customer service very helpful and very professional ask for Lawrence very out going an polite an super helpful he will take care of you and have you in an out in no time. read more

Another example of awful customer service...... I entered this store and walked around for 5-10 minutes while 2 associates were working with other customers and the third played on his cell phone. I thought, maybe he was doing something work related, so I decided to have a seat and wait. 15 minutes later, that same associate who has since helped several other people, completely speaking in Spanish, sat down next to me and proceeded to go back on his phone, never saying a word. I thought, maybe he only helps hispanics, and obviously, I don't look Hispanic. Finally, after 30 minutes another associate walked over and started to talk to the first guy playing on his phone. After several minutes I got up to leave, which prompted the second associate to ask if I had been helped, but at that point I was already walking out the door. I guess I will keep my family's 5 phones on Verizon. read more

Under new management and a new diligent and knowledgeable staff! Better prices and experience. Great store.

I think the customer service at this store is ok, but they really need to have a line for payments only! People have to wait for a hour+ to be helped sometimes just to pay their bill. This has happened every time I come into to this store read more

Come in just to pay a bill.....two associate and ten customers waiting. Store has been open long enough to examine staffing needs and react accordingly to retail customers for the area. Shame. read more

Recently visited your store. As usual it was busy, so waited our turn. While at this store I noticed the music was playing very loudly and every song that played was Latin music. I have nothing against Latin music as I do Zumba quite often, but I do have something against a store that only caters to one demographic. At the time there were two Hispanic customers, five white customers, and two Muslim. Aren't non-Hispanic customers just as important to your store? Other than this we were still treated ok, but when we stand there for so long waiting our turn it would be nice to know we our accepted here too and appreciated. Verizon isn't too far from this T-Mobile store. read more

Even thought the wait was long due to customers before me, the process of switching over to T-Mobile was painless. We had a good experience there & employees were friendly and courteous read more

Poor customer service. No professional sales training of store reps on how to handle customer problems with equipment. Rude sales reps in store with no professional training. Only care to sell you a phone to get their commission. Many of the sales reps are too young and are not trained on how to communicate with a professional attitude. The sales reps along with their management have arrogant and poor attitudes. Often this store is understaffed and you wait too long for help. You leave the store with no reason to return due to the sales reps attitudes which often are arrogant. They do not smile or provide welcoming demeanor when you walk in for help. Reps are rude and very selective to who they help. T-mobile Corporate needs to evaluate sales reps in stores and staff their stores with mature individuals who have training and experience in customer service. The Round Lake Beach store sales team are young people who lack any skills in customer service communication. These reps see customers as a commission check. This store experience is worse then going to a used car dealership. They seem like the sales reps are former Best Buy employees that failed at their job due to lack of social communication skills. The sales reps at this store need serious training in customer service. read more