I wish I could give this store no stars. My elderly mother and I went to this T-mobile store in the mall to pick up a replacement exchange phone for my mother that T-mobile sent to the store for her. Daniel R., who was behind the counter, was immediately rude and didn't want to assist us. He said the phone my mother currently had was under Apple care (which it wasn't because it was a replacement phone as well). He closed the box and said he couldn't help us. The laziness and unprofessional manner is what got to me. I stated he would need to call someone for help, either a manager or T-mobile customer service. He also stated he had worked there a year and knew what he was doing. If he knew what he was doing, then our transaction would be done. Daniel called T-Mobile customer service and was just as combative with them as he was with us, claiming he knew what he was doing. Daniel can't seem to figure anything out, Jade walks into the store, comes over and hits continue on the screen and the transaction goes through. He stated he was going to update the phone. We waited over an hour for him to say that the phone wouldn't do anything because it was locked and he couldn't do anymore. The T-mobile customer service had already asked him to order my mother another replacement phone and send it to another store, but he wasn't willing to do that either, I had to be Insistent. Daniel was more worried about listening to his music in the store which he kept turning up and talking to his co-worker in Spanish. It is completely rude to talk in a different language in front of customers if they don't speak that language. We left with the phone not working . I called customer service the next morning because Daniel did not give my mother the box with charger or anything else in it, he kept it and they told us anything in that box was my mother's., so I had to go back and retrieve items Daniel was going to just keep. Daniel R. Needs some serious re-training and he doesn't know his job like he thinks he does. I asked for a District Manager's information to call and complain which they would not give. The very next day we went to the other T-mobile store in the area, every person in there was respectful and friendly. The manager helped us and called customer service and put in a ticket to unlock the phone , they did it right away because he explained our horrible experience at the mall. He backed up everything on my mother's phone so she wouldn't lose any information. He said nothing had been updated. He gave us reasonable options on new phones because my mother doesn't need anything new and fancy. There is no reason to to buy her an IPhone 14. This is how a retail store should run. read more