The "manager" at the store was rude as hell. Totally unprofessional. Dismissive. Abrupt. Not focused on customer service at all. Not what I expect as a three-phone-line customer of many years. read more

Pretty unhelpful. I went into the store to transfer my number and get a new phone. They made me pay the balance on my father's account first, then told me afterward that I still couldn't do the transfer or transfer my number after the fact. Total waste of time. read more

This is a letter I have emailed to anyone I could at T-Mobile outlining my nightmare with this company. I won't shut up until this is resolved. I am begging, please help. I have been on the phone or in chats with so many of your customer service people it's ridiculous and none of them are able or willing to help me. All my proof is in attachments but I'm sure there is a big file of all my dealings with your company the past month. I have this written out because I have had to tell so many others, it all started in June 2025. As you can see in the confirmation from UPS, the label for the return was created on June 17, I dropped the non working phone to UPS on the 21, your dock received the phone on the 27. I have proof of this timeline because one of your supervisors just told me it took me too long to return the phone. This whole nightmare started when my husband's phone just stopped working. There was no visible damage to the phone it just stopped working. We took it to 2 different T-Mobile stores, the first on on Shadeland Ave Indianapolis, they were absolute no help. Just told us they could do nothing and sent us to the 96th Street store. At this store they sent us to another place not affiliated with T-Mobile. At this store they gave us instructions on how to file a claim since we had insurance. I tried for two days to file the claim and couldn't because I didn't know what was wrong with it. I called customer service and they were nice and friendly but slow. It took forever, then they transferred me to someone else I think a tech person. This person again was helpful but the process took so long. Finally it was decided that a new phone would be sent to your store on Shadeland Ave Indianapolis and I would pick it up and leave the non working phone with them for as a return. I didn't hear anything for days so I went to the store and asked about the phone. First of all, they were rude, they just told me they knew nothing about a phone delivered to them and couldn't help me. So I went home and called customer service and again it was a lengthy process with transfers of the call involved. I explained what happened and eventually I was told to go back to that store and give them the tracking number and name of the person who signed for the phone. I did that, I had the time, date, signature the phone was delivered to them and I spoke with a person who identified himself as the owner. He was rude, would neither deny or confirm he had the phone. Told me he wouldn't help me and to call t mobile customer service back and tell them to ship me a phone because he wasn't going to do anything for me. So I again called customer service and again it was a process, I had to repeat the story multiple times and finally was told I would be shipped a phone. I actually received the phone quickly and the next day I took the return label that was in the box with the new phone and repacked the non working phone in the same box and packaging. I took it to UPS and I have a receipt from them. I thought this nightmare was over then a few days ago I started getting multiple texts and emails saying I didn't return the phone and owed almost a thousand dollars. I AGAIN called customer support, this time using the chat feature. I was assured it was a mistake, that I wouldn't be charged for the phone, he confirmed it had been returned. He also confirmed for me that I wasn't being held responsible for the phone that was delivered to your Shadeland Ave Indianapolis store and "lost". Then I kept getting more and more harassing messages telling me I owed this money and because I had my account set to auto pay it would be charged to me on the due date. My blood pressure went up substantially. I AGAIN went on the chat feature to find out what was going on a was told I won't be charged but it might take two cycles to come off my bill. I found this to be ridiculous and not acceptable at all. Attached are the UPS receipt for the returned phone and the tracking number and name of the person who signed for the phone delivered to the Shadeland Ave Indianapolis store. Also the tracking confirmation page from UPS showing receipt of the phone to the dock in Texas. Since I wrote out this ordeal and send it to customer service I received no reply but I still went again to the chat and tried to resolve this situation again, at one point I gave up and asked for a supervisor to call me. I just got off the phone with the supervisor who still has not gotten this situation resolved. She wants me to make payments to your company for an amount I do not owe, for a phone that I returned. I even went to the UPS website and got proof that the non working phone was returned to the dock of your website in Texas. Then your supervisor suggested I contact UPS. Which I already did obviously and then she said it took too long for the phone to be retu read more

I typically don't leave reviews, but as a loyal T-Mobile customer for 17 years, I feel compelled to share my recent experience at this location. When I entered the store, I was being helped by a representative named Daniel regarding an issue with my Apple Watch not connecting to my new iPhone 16. Daniel was polite and attentive, and our conversation was going smoothly--until another representative, Anthony, abruptly inserted himself into the discussion. Without being addressed or invited, Anthony interrupted and said, "Customers give us too much credit. You all expect us to know every speck on these phones, and there's no way we can know everything." His comment came off as dismissive, defensive, and completely unprofessional. I wasn't even speaking to him. Had I been told beforehand that my Apple Watch wouldn't port over properly to the iPhone 16, I would've reconsidered the purchase entirely. That kind of information is essential--and I expect better communication, especially after 17 years of loyalty to the brand. Anthony's tone and behavior made me feel dismissed and disrespected. T-Mobile, please take this seriously. Your long-term customers deserve better service and basic courtesy when seeking support. read more

I attempted to turn in my old phone at two locations before completing a successful return here. The first location explained they were just an authorized dealer. The second location(recommended by the first) closed a hour earlier than their posted time. Slightly, frustrated I got on T-Mobile's website to see which location were not authorized dealers. I called this store first and the friendly gentleman said they should be able to help me. I arrived a short time later and was greeted by the same gentleman I spoke to on the phone. He was assisting another customer, but said he'd help me as soon as he was done with them. After about a 5 minute wait, another employee became free and called me over to assist. He was able to process the phone return quickly and I was on my way! read more

Mr. Dodd resolved a customer service issue I had been struggling with for several months. By the time I arrived at this store, I had already been on the phone with T-Mobile customer service dozens of times and was making no progress. Mr. Dodd took on my case with enthusiasm, provided follow-up communication clearly and consistently, and was quickly able to provide the resolution I was looking for. read more

I've been a loyal T-Mobile subscriber for over 4 years now and it was time to upgrade our phones. After some comparison shopping, I decided to stick with T-Mobile, despite my dislike of their new 'no plan' / buy the phone model. What I discovered is that my bill is still lower than Verizon or AT&T with my monthly cost of the phone installment on my daughter's new iPhone. In addition, I was told that they could offer a company discount of 15% on on monthly bill. The best service comes from a store location verses calling customer service. P.S. My teen LOVED her new iPhone 5S! read more

I went to this location a week ago after my phone store combined with T-Mobile. I walked into the store with a phone that was failing on every level. Wesley, T-Mobile employee, spent over 90 minutes 100% focused on helping me get my phone up and running . Wes never once was distracted by the needs of other customers, nor took his attention from helping me get my phone fixed. He didn't try to sell me a new plan, an accessory, or any type of new/upgraded phone. He simply worked on resetting my phone. He was kind, funny, and yes, he has earned my business for when I am ready for the upgrade! Thank you Wes from T-Mobile!! I gladly can say adios to Sprint!!! read more

Today was 3 hour excursion. I had get a 5 g phone. I waited 2 hours before help arrived. I know sprint was closing down at the end of the month so customers were thick and heavy. But the staff needs to acknowledge people coming in and give wait times. Customers would be less antsy with the facts. read more

Great staff. Ray in particular was extremely helpful in solving a billing issue with our account!

This is not about t-mobile but the store experience... I went to buy a iPhone 5s gold. Except the guy in thie store, both ladies were giving a damn shit about me. The lady first said she dont have the gold but will get it the next day. So i allowed them to run my credit check and as soon as it ran, they said 2-3 days .. and I left the place saying to call them tomorrow to check the status. Even in the phone the lady says ,it still take 2-3 days more. Basically they are not interested to sell or probably not to an asian customer. I will never visit this place ever. Eventually I end up going to castleton mall the same day and brought it, Glad that I did not brought from this shitty people. To customer who are not statisfied with the store visit but their credit check is ran, they still can go to any t-mobile and do the purchase as the credit check details stay in their systems for 90 days and no new check required. read more