Well my mother in law locked up her phone the young man who helped us out was great He wasn't able to reset it due to my suegra not setting up A Google account so She buys another phone 4 in 5 years But not due to T-Mobile Operator error in this instance read more

We just traded in our old phones tonight and Celeste was great. She handled both our data transfers flawlessly and we're both happy with our 16 pro max iPhones. We love T Mobile anyway. Best carrier we have ever had. . read more

T-Mobile Experience Store - One of our new phones - Mobile Phones Near Me - Southlake, Texas

The employees are fantastic! Everyone is so helpful and understanding! Does not matter the issue. Place is clean and comfortable

I've been coming to location for a while now. Every staff member is nice, friendly and knowledgeable.

Terrible abysmal experience. Do not visit this store as Josh the manager is rude and Celeste does whatever she can to get a sale. I came into the store interested in switching over from my current mobile provider. I waited at least 20 minutes instead of the 5-10 minute wait I was originally told. No biggie as I understood they had customers. Celeste came over and I told her everything I was looking to purchase. I specifically told her I came in to find out how much I needed to pay down. I was not planning to purchase anything. In hindsight I should have went with my original thought. Would have saved me time and a headache. Celeste the Sr store consultant quoted me a price after running my credit. Based on the price she quoted I decided against my better judgement to switch. She then takes me to the table. We are sitting at the table and her fingers are flying across her phone running numbers and putting in info. I sit there patiently. In the midst of her fingers flying she then tells me I can't put one of the lines on my plan and also says the price will be double. I tell her Nevermind because I was not expecting to pay that, I had originally came in just to browse. Let me also add I came in an hour before closing. Remember this as it will be important later on. She then says let me see what I can do. Her fingers go to flying again. She then tells me she can get the price lower by trading in one of the phones at fair market value. The price was still higher than the original quote but against my better judgement, I said okay. Maybe I was delirious as I was tired and hungry. Who knows. But it turned out to be a huge mistake. She then takes my payment based on the agreed upon mount and proceeds to port my phone. Let me also add I apologize to the others saying I didn't mean to keep them past closing and they tell me it is not a big deal because they have to be there anyway. It is now around 8:00 pm. She then goes to the back. She is gone so long, I ask one of her coworkers of she forgot about me. He said I doubt it but let me go check. He goes to the back. Celeste then comes back with a paper that she has wrote numbers and tells me her calculations were wrong and that the price was higher. We were back to double the price. Now I feel bamboozled as this is the 3rd time she has changed the price. Now my sense kicks in and I tell her I do not want to proceed and to refund me my money. She says okay. They refund me my money. Now here is where the drama ensues. Because she ported my number she has to port it back. She says it will take 15 minutes because at the point I am over it and ready to go as you have wasted my time. I could have went to Lush or been at home resting. She was a 15 min lie. She ends up going to the back and her manager Josh takes over. Mind you he has been lurking the entire time. I never see Celeste again. Now it is just me and Josh. He calls ATT. Him and the agent have an ego stand off where Josh proceeds to tell him that he has been in the business for xx amount of years. The ATT agent ends up hanging up on him. Josh tells me he is not calling ATT back and I can go to a store in the morning. Mind you I do not have a phone that works at this point but does Josh care? Nope. And on top of that he basically blames me saying I was adding things to the order which was not true as I NEVER changed what I said I wanted from the beginning. It was them that kept changing. He then tells me he can't keep his people there any longer as they need to get home even though it was their fault that my phone got ported in the first place. And on top of that I asked multiple times before they started the process of I should complete the transaction another day since it was close to closing. So basically he kicks me out with no working phone and no empathy for me. This is by far, the worst experience I have had and they are supposed to be an experience store which they failed miserably. If you know like I know, go to another location. read more

Horrible experience that has left me wanting to leave the network only a day into switching! The employees here are running a scam whereby they add expensive added "services" to customer accounts without disclosing that they are doing so. When I went to activate a line for my father who is a senior citizen, a device protection plan that costs nearly $20 per month was added to his account without our knowledge or consent. I only found out because I received a text about it the following day and had to login to the account to see what was happening. After searching online, I saw that others had experienced the same thing and that this problem has been happening for years and that T-Mobile is happy to fleece unsuspecting customers. Beware of T-Mobile Protection 360 being added to your account!!! Check your bills, check your parent's bills! These jokers are taking advantage of the elderly. Also, the guy who "helped" us with this activation was kind of creepy. He acted offended when I didn't just hand him my phone to go off and connect it to WiFi. I have too much common sense to give a complete stranger my device and allow it to be handled outside of my control and view. Nothing particular juicy on it, but definitely not about to give the creep who tried to scam my family my phone for even a second. I'm honestly disappointed and disgusted to the point that I am contemplating returning to my more expensive previous carrier. At least they didn't try to steal $20/month from me right upon joining. read more

I came in when they first opened and talk to Nick, Dennis and Liz (manager) to assist me with a connectivity problem I was having with two of my phones. They took time to trouble shoot and replace both SIM cards. I continued to have problems only to find out later that the phones needed replacing. Apple replaced one phone and that one is now working properly. Now awaiting the second replacement. This is a new location and is the phone experts are ready to help. read more

T-Mobile Experience Store - T-Mobile 1465 Main St, Southlake, TX (behind Trader Joe's, across from Moxies and adjacent to James Avery) - Mobile Phones Near Me - Southlake, Texas

Great service and product knowledge. Switched from Verizon. My only regret was not switching sooner.

I am so impressed with this store, particularly my interaction with associate Naya! I haven't had much luck in the past stopping into phone carrier storefronts and wasn't expecting a ton, but Naya was attentive, friendly, knowledgeable, honest, and incredibly efficient. She answered all my questions--on multiple topics--and helped me figure out next steps even though she knew they would be in the future and not day-of. When I make my plan changes in a few weeks, I'll be coming back to this store in large part because of her help. read more

Steve T-Mobile tec was fantastic made the process of getting a new phone a pleasure able experience. Steve was very polite , kind and so helpful!! Great job Steve !!!! read more

I am absolutely impressed with the customer service at Southlake, TX. I went to this store location because I was nearby and needed to solve a repair (I had already tried another store and they couldn't help although I have insurance). Long story short after calling the insurance company and the teamwork of 3 amazing people (Guy, Jonathan and Liz) my issue was solved and I was even invited back to the store as soon as I get my replacement to help me out with transferring all my data from my old phone to my new one. Most definitely this will be my store although it is far from my home, my family and I will return for any future business. Thanks again guys! Merry Christmas to you all. read more

With all the excitement of the new iPhone 13, and one of my previous promos needing to be acted upon, we had to go get it squared away. I had no idea this nifty new store existed. When I first walked in I was getting the vibe of the Apple store with the decor and set up. Lucky for us it happened to not be busy on this particular evening around 5pm, so we waited zero minutes before we were greeted and assisted by Nickola. We had three phones to switch and also got into a new plan. We were acknowledged by other employees and offered water. Everyone was very professional and customer focused. Fast forward a day and my teens phone wouldn't work off of wifi. I looked through all his settings then just gave up and we went back to the store two days later around 2:30pm. It was busy this time! There was about a 30 minute wait so I gave my name and number and went shopping. They called me when it was my time and back we went. This time Cherish took care of us. It ended up that there was some restricted feature on the phone that could have been put on when my son first got his phone. It took a while to get that straightened out, but we sat and people watched, got offered water, and didn't mind the time it took to get it fixed. All the staff seem to be really knowledgeable and super customer focused. What a great concept store! read more

Excellent customer service! I'm so excited to have a brand new T-Mobile close by! Nikola and Genesis took great care of us and went the extra mile to get my husband a replacement phone in less than 24 hours! My husband's job depends on his phone and the manufacturer could not help. So grateful Nikola and Genesis stepped in and were eager to help my husband get back to business! Thank you! read more

I've been with t-mobile for about almost 10 years now and I am completely astonished as to how amazing their customer service is. It seemed as to be almost tailored to myself. I was helped out by Luis Valdez and he is by far one of the best representatives of the company. He answered all my questions and made sure that I had everything I needed. This store is a bit aways from where I usually go but I will definitely make this my own go to store for anything I need thanks to Luis and the rest of the staff. 100% satisfied with everything. read more

Fantastic mobile expert Nikola !! T-Mobile has stepped up their game, service and quality can't be beat !!!

I highly recommend this store to all TMobile or Sprint service. Cherish was the friendliest, knowledgeable and had the BEST customer service. We came to get our phones upgraded and she immediately took care of us. The process was seamless which made our experience enjoyable. Cherish, THANK YOU for taking care if us, YOU ROCK!!! read more

Excellent customer service, friendly, helpful and honest. If you're ever in south lake and looking for all of those characteristics in a T-Mobile employee make sure you ask for Cherish. After getting a new phone, I had an issue with my bill and Cherish handled it. Couldn't ask more. This location is the only location I'm going too and the only location I'm recommending. Thanks for everything! read more

the people who worked with me didn't have much knowledge in procedure or effective communication skills which made the process harder than it should have been. read more