I called the store about a pickup for an order that was made online.Got a text after the purchase the previous evening that I would be notified when it was ready for pickup.After waiting about 5 hours I called the store just to check on it and the sales person gave me 10 reasons why she couldn't check to see if they had the order or when it would be ready for pickup.This person wouldn't do something as simple as checking on the order.Very rude and unprofessional customer service read more

This place has horrible customer service. The staff lack both customer service skills and basic knowledge of T-Mobile's own processes. One employee even told me, "We only do sales. We don't provide support for anything other than sales." Really? Is that the kind of training your manager or T-Mobile provides? If all you're going to do is sell, customers can easily buy a phone or plan online. There's no reason to drive to the store and wait 1-2 hours just to receive a useless response and no actual help. I expected much better from T-Mobile. This experience was unprofessional, disappointing, and a complete waste of my time. After this experience, I'm done with T-Mobile. read more

Do not go to this location. Unprofessional staff who have you waiting for awhile without even a simple acknowledgement. Go to the other location in Fairfax or in Fair Oaks mall where the customer service is excellent and staff is nice and knowledgeable. read more

very helpful staff. Ahmet was kind and patient and helped upgrade my iPhone after other stores were just terrible. as soon as I walked in I was greeted. the other staff did the same even as they helped other customers. I will definitely visit this store again. read more

These and all cell phone service stores are contractors if I remember correctly. Be wary of them all, and always remember to check with the carrier first for deals. Also remember you can negotiate, and sometimes it works, while other times employees hands are tied. I like the folks here. They've been helpful when I screwed something up on my phone, or had a strange question about codes and other Amish Caveman issues. It can be busy here. My preference is for quieter areas, but the store is convenient enough at Fair City. Close to Sierra and other good restaurants. That can be helpful. Parking is usually plentiful. Just be careful walking up, as a lot of non drivers permeate the area. This is a nice shop, clean and organized with some fun toys! read more

9/8/22 On 9/4/22 While walking with my wife, we happened to walk past T-Mobile. We both have talked about dropping Cox Internet due to the price hikes. Finding out what T-Mobile had to offer intrested me. We were greeted by Mike Harris and he informed us about what the cost of getting T-Mobile's internet services. The cost of getting their internet service costs $50.00 and there is no increase whatsoever. Not so sure about that statement, but we will see. We were informed the internet box which looks like a tiny speaker must be plugged in near your window to work. This is what we were told when we aquired Cox Cable so we will find out how good the reception is should we place it near our current cable box. Mike seemed to be the only employee taking his job seriously. The other two employees looked bored and did not wish to be there. They did not look happy to be wearing the magenta colors either. Nevertheless, Mike's information helped us get a better idea on what we will end up doing. Now we will see what Cox has to offer once they learn they will be losing a client. This experience at this store has been educational. Thanks Mike Harris. read more

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I like the price for my plan, however reception can get sort of wonky where I live inside my townhouse. Otherwise, service is pretty solid. Before them, I had Virgin Mobile for $35 per month. Prior to that, it was Sprint for $65 plus crazy monthly fees that varied. So I am ok with pre-paid. I don't like surprises. I purchased my first Android- Samsung Galaxy T-Mobile phone in 2015. It held up until 2018. I got it wet, and things went sort of downhill from there. I stopped using that phone for about 9 months and used my back-up phone. Then that phone started working well again, and finally died in 2020. I purchased my 2nd Samsung Galaxy October 2020, and I don't plan on getting it wet! So far so good. Customer service is pretty good. I have only had one poor experience, but I don't go there often. Only if I have a problem with my phone or a question. Most of the reps are professional, patient and take their time explaining things. Check out the pre-paid plan, its solid and affordable! read more

My wife purchased a iPhone 14 recently from this T-Mobile store. After the phone was delivered to our home, she took it to the store and ask a representative, Mateo, to help her transfer data from her old to new phone. Mateo performed the transfer and in the process used all of her data plan for the month. I call T-Mobile and asked them to provide additional data at no charge. Of course they wouldn't, why would I expect anything more from a second rate mobile phone service provider. Recommend folks get a friend to help the transfer their data using a Wi-Fi connection. read more

Customer service is A1 over here compared to any of the other t mobiles I went to. The manager swapped out my SIM card quick, efficiently, and also FOR FREE! If I have anymore phone issues I'll be pulling up to this spot! read more

Great store...great location. Not enough employees to help a decent amount people. I love the layout of the store though and the employees are nice Thats all that matters read more

T-mobile doesn't care about their customers! I switched from AT&T to T-Mobile and used the JUMP! Phone upgrade, you turn in your old phone to them and they pay your final bill from your previous provider. Well, guess what?! T-mobile claims they can't locate the phone. I was offered a measly $100 credit for something that was NOT my fault. To anyone that is thinking about switching to T-Mobile and using their JUMP! Phone upgrade offer: IF THEY LOSE YOUR PHONE YOU WILL NEVER GET REIMBURSED. read more

I was on the phone with T mobile tech support for a hour to resolve the text problem with my phone. Stopped by at the store and Alexander solved my problem within minutes. What a gem !! read more

Totally unprofessional staff including the manager Jonathan Ch. Terrible experience!!! Will never come back to this location again. They totally lost me as T-mobile customer, and my wife only considering to stay with T-mobile because they helped her with her phone at different location. Regional manager, please re-visit this store and provide proper training!!! This location doe not appear to care and has no respect for its T-mobile customers. They were talking to my wife like she does not understand the technology, but she does - just unbelievable!!! There was all kind of non sense, but will not waste my time and get upset all over again to just think about this experience. read more

I received a brand new iPhone for Christmas and I came in to transfer all my information to my new phone and Hannah helped and explained about this new phone . She was very nice , sweet and knowledgeable of the newest iPhone . Thanks T-Mobile read more

Unfortunately the girl that helped me this morning has an attitude, there are many ways to say the customer in a politely way but she preferred to be rude. I came to this place just for asking a few question about the customer support told me by phone and looking for solutions instead of ruining my mood . read more

My Sprint phone needed a new battery which is now obsolete. Due to a recent merger with T-Mobile I found my way to a nearby T-Mobile store. Quinn who used to work at the Sprint store greeted me and quickly solved my problem. He knows their products very well and tries every solution to get you what you are seeking. Now I am comfortable knowing that I get the save great service I got from the other store. My impression of the other staff was also favorable based on their dealings with other customers while I was there. I recommend them highly. read more

This Tmobile actually vindicated the other Tmobile place I went to in 8150 leesburg pike. (That other place customer service was horrible.) The lady who assisted me here was very friendly and respectful and was very helpful. Huge parking space and everyone in the store was very friendly. My whole tmobile experience was so much better than the one I had in the other store which made me keep the tmobile service. We have a bussiness line and 9 people in it. Customer service is very important. I commend her and recommend this tmobile store. read more

This associate manger doesn't know what is he talking about... I told him that I never purchase the phone and he said I purchase the phone. And start giving me attitude. I said I want the refund receipt which it should said refund.. And he said they don't have it. They only have that receipt. I wouldnt recommend to come to this store for this shitty service ! read more

From the Manager (tim) and the whole staff is not a customer service friendly I have a problem with the return of my IPhone back in November last year even with my email that the proof that the iPhone has return but t-mobile still said that they never got it make me call in every 15 day in, I came to the store for help none of them can't help now they turn my account to collection, this is how T-mobile doing business . read more

The customer reps have no proper training. They try and convince you they know what they are talking about, but give bad advice and do not even know how their own phone plans work. I had a bad experience with a rep, Kimmy. She kept changing her tune every other sentence. Won't be returning to this location. read more

My husband and I came to this T-Mobile store to combine our plans, I was coming from AT&T and he was an existing costumer. We gave this place a shot after reading the bad reviews here on yelp. The staff was very welcoming and informative. We were helped by the Store Manager Daly when we entered the store. She answered all our questions thoroughly. And spoke with us about the promotions going on. We were also helped by her colleagues Manny and John. Everyone was patient and knowledgeable about the product, company and plans. I would recommend this store for your T-Mobile needs. read more

Poor service I'm standing here I have been here for an hour and a half and promised 3 different times something that hasn't come through this place needs serious work it is really disappointing. read more

my mother went to two different tmobile stores and at EACH one, she was met with immediate attitude and rudeness from BOTH of the sales associate from EACH store. Not only were they clearly apathetic to helping her find a new phone, they gave her conflicting information and seemed to care less that she was confused. Save your time and just stay home. Shopping online would be more convenient than to feel guilty just for entering the store. read more

Made the switch from Verizon to T Mobile yesterday and I have to say it was a great experience and better than anything I've ever had with Verizon. Even though the store was a little busy for 7pm we did not have to wait long. We brought our own phones to switch and a nice female employee used her own sim card to ensure that both our phones would work on the network and were unlocked before we did or paid for anything. Despite having some issues with getting our Verizon PIN numbers, Ebenezer (who was the second person helping us) was remarkably patient and helpful throughout the entire process, calling in and trying several different guesses for us before we finally figured out our PINs. The service quality of the network remains to be seen, but I was thoroughly impressed with both employees and the quality of the customer service. The fact that everything was so well explained, simple and straightforward was exactly how a transition like this should be, and I would highly recommend this location. read more