Mall Road T-Mobile is the only one in Florence I will go to. The metro locations could not get any worse, especially if you are female. The Florence Mall Rd location has always treated me with honesty, kindness, and respect. I have nothing bad to say about them. read more

Went to upgrade phones. Jason was the worst and didn't want to help us. Kept walking away to greet and help others while we were standing in front of him asking for help. Will never return to this location. Went to Costco and dealt with Pat was amazing. Sold us new phones and plans in under 20 mins. Avoid Jason and mall Rd at all costs!! read more

Mall Rd in Florence (and the Hebron, KY store) THEFT This paragraph is being added about a month after the rest of the review. Long story short: The Hebron store took our phones for the Jump on Demand and never turned them in. T-Mobile is charging me for them as if I kept them. Two workers with a store full of people. One worker stayed in the back most of the time. Perhaps he was doing work, but there's always a very long wait here. I just needed to return phones to the store, per instructions from my account online. He wouldn't take them, but said I had to mail them myself. I was supposed to receive these labels via email per a T-Mobile employee I previously spoke to. NOBODY IS ON THE SAME PAGE. T-MOBILE CUSTOMER SERVICE IS NOT GOOD. I have an issue every time! If you can use another carrier, do so. Added later: He couldn't provide labels. He said I had to go to the store where we initiated the Jump on Demand (What!?) We went there (Hebron, KY store) and they took the two phones but didn't send them in. Our bill still reflects that we never turned the old phones in. We have been back to the store twice since then, but nothing has been resolved and they have the phones for which we're being charged. I've tried twice getting help online from T-Mobile and, believably, the first time I waited 2 hours and had no response. The second time, while they were taking awhile looking into it, they'd send messages that were automated and they were apparently not reading my responses (and the issue is still unresolved): read more

T-Mobile - Example - Mobile Phones Near Me - Florence, Kentucky

After all that - we finally got helped and had a somewhat decent experience, until three days later when we excitedly opened our order just to find the order was completely wrong. 13 mini instead of 13 - 2 13 pros instead of 13 pro max's and one was the wrong color. Now we have to send these back - wait for them to received them, so they can resend our order. How does someone fulfilling that order mess up that bad. Or is it intentional? read more

The service is not good and they consistently tell lies about what is actually going on. They take forever to get from customer to customer; and when they spend hours with a customer, many times, they leave without what they wanted. We waited for two hours just to be seen today and left without anything because they did not communicate to us what needed to be done. read more

I go to this location for all my cellular phone needs; today when I visited that location I was greeted and then passed off to another associate who became very rude. I asked the associate about upgrading my iPhone to a new were model iPhone and before I could tell him what model and what specs I was looking for, he rudely quoted a price to me that was higher than what T-Mobile customer service had quoted me. Keep in mind that he had not asked me what model or color or even version I was looking for. As I asked him these questions,He became rude and actually laughed at me. I asked him what was funny and did he find it funny that I was asking questions. He replied oh you think my attitude is funny and chuckled again. I abruptly left the store and visited the T-MOBILE location across the street inside the mall and was greeted and received excellent service. read more

If I could give this store less than a 1 star I would. We have been with tmobile for 16 years and are forced to switch because of this store. We have 4 lines for $100 but are paying over $300 for them because they neglected to turn in our rebate for $200 and lost one of the phones we turned in for rebate. Talked to 5 different departments in a day and the all said the evidence led back to the stores incompetence. Went to this store 3 times to fix the issues and they denied everything and was seriously rude. We now owe over $400 more than they said we would have to pay from their neglegence. I. Should have known when we were almost done with the transaction and another man took over and redid everything than Noone knew what was right. They even denied receiving a call from customer service who keeps the records. Verizon is much better in store. read more

I went into the Tmobile store on Mall Rd. to see about a phone. Mine is 4 years old. It's not a smart phone but I love it and I don't want to give it up. The ringer stopped working and since I don't have a home phone, I really need a ringer so I don't have to carry it around with me. Anyway, I went in to see what they have. I explained to the young man that I don't want to pay a lot. I wasn't sure I wanted a smart phone and he was really honest with me and said that there are fewer and fewer options that aren't smart phones. I explained, I'm trying to cut costs and not add them by making my bill more with the data plan. He showed me the different phones. He suggested the My touch. Then he looked up my account. He said that he could sell me this phone but that I had been an excellent customer for more than 6 years and that I really should call the customer service and ask for their customer loyalty division. He said I had never been late on my monthly payments so they could possible save me a lot of money. I did just as he advised and I ended up getting new My Touch smart phones for everyone in my plan and $10 data plans. I didn't pay a dime for any of the phones. The man was super nice to me and explained that they want to keep my business. I have appreciated Tmobile's customer service for years as I always have found them helpful and honest. I really appreciated this guys advise and he helped me a lot. They even next dayed the phones to me! I have never had a problem with service and all my calls are clear. It's nice to be rewarded for paying your bills on time and having loyalty to a business. It's nice to know they appreciate that! read more