The manager lied to us about the cost of our new phones and service. I've tried for 3 months to correct what I'm being charged.

Attitude by employee that helped. He was able to help me but talked to me like I was an idiot

they lied about the plan I was getting and added additional things to it and now my bill is twice the amount it should be! Now I'm stuck with these phones and have to call T-Mobile EVERY MONTH! read more

TMobile definitely isn't what it used to be. I was a long time customer but loyalty means absolutely nothing. A problem occurred with one of my lines that they cannot fix and they simply do not care. One of the representatives, Bryan, was unhelpful and only was looking to make a sale, not actually fix my problem. Two visits to this location back to back, and still no solution to my issue of not being able to receive phone calls. Not even an apology was offered. Super disappointed that providing quality customer service is a thing of the past. read more

Be careful, the sales staff are likely on an aggressive sales plan. Be sure you only get what you ask for and nothing else. My bill shocked me and getting out of the plan is a royal headache. I will never use this service again. read more

Not sure I have ever experienced customer service any worse than here. The staff basically said what do you want? I asked for help navigating my contract and seeing about a new phone for my kid and they said "look around, you can buy whatever you want". I asked for their opinion on the best deal and was told "I can offer you my opinion, get what you want" Just the worst read more

Will never come here again. Unhelpful and untrained I don't blame the workers I blame management and corporate. They essentially had no idea what they were doing and they didn't even care. read more

Walked in here, didn't wait more than five minutes before someone decided to ask me if I needed help. Only, it was more of a bother for that employee to help me. I mentioned that I had a couple of questions regarding their new phone. Employee was annoyed by my question. She stared at me like i was going to steal the phones. I said " can we still get a trade discount and just pay cash for the phone balance " and she said "no" without explanation. I waited to se if she was going to say something and, nope. Again, she was annoyed with helping me. She stare at me with disgust, up and down and with a stale " i hate my life "look. So, I decided to leave and call Apple instead. I politely thanked the employee for assisting me and the employee said "good luck to you and take care ". Lolz. The employees at this store are horrible. Don't come here. They hate their life as much as their job and there's no reason for anyone to deal with them. T-Mobile Corporate should shut down this location. read more

I went to a T-Mobile to see if they could activate a phone that I had purchased online. No problem - it only took 2 hours for the visit and to have my phone activated and sign up for service and of course an activation charge. Next day I discovered that my phone had not been activated and was offered another purchase plan and another phone that they could activate and they would mail it to me. I agreed and upon further talk regarding plans, available phones, etc. I realized I could not afford all that extra money and told them to forget the whole thing and cancel anything I had signed or agreed to. This was done within three days and I even called back the following day only to be reassured everything was cancelled. I reminded them I still needed a refund of the activation fee that never did not work. No problem that would be done. About 10 days later I checked my bank account and saw a charge of $64.00 for T-Mobile. I called customer service online and was assured that it was a mistake and they would refund my $64.00 and no further bill would be debited from my account. I reminded them that I still had the activation fee from the first day that needed to be refunded. At that point I was informed that I had to get it from the Fuquay Varina office (first time that had been mentioned.) I went to the T-Mobile FV office and the manager informed me that it has been over 14 days since I originally signed up and they do not give refunds past 14 days, even though the paper clearly states that I had 30 days to opt out as a new T-Mobile customer, but she stated it was their store policy that no refunds past 14 days. I again called the customer service line and was told that FV was the only place where I could get a refund for the activation fee. This gentleman even made an appointment with the FV store for 2:00 pm the following day - and told me not to be late. The manager would refund my money. At 1:57 pm the next day I entered the store and was greeted by a young man and I explained my appointment and I was to see the manager regarding my refund. He disappeared into the back and instead of the manager coming out, he reappeared telling me that she said they don't do refunds past 3 days. (14 days, 3 days, or 30 days - what's all this???). I again called online number and was told I needed to go to another T-Mobile store, everything would be documented and I could get my refund. Well I looked up another store in Spring Lake. The people were extremely nice but explained that they weren't a "corporate store" and referred me to the Fayetteville Store. I finally found that store and the manager there was so kind and helpful,. He called corporate and they explained everything to him, and then he called the FV store and talked to them regarding my refund locally. They said that they would call me that same day to discuss and work something out. Of course they never called. A few days later I received a bill in the mail for $129.26. Tried to call Customer Service line 3 times. The first time I stayed on hold for over 2 hours, reached a human, was put on hold and cut off. I called back and put my name on the reservation list for them to call me back in a little over 2 hours, but they never returned the call. I left an email telling them I did not owe anything - I never had service and everything was cancelled. No return call - again. Then I get a bill showing past due and I should pay immediately to protect my credit rating. I called again and left my number to be called back in apx,. 2 hours - again no callback. Today I received call from a collection agency for the unpaid bill of $129.26. I have disputed that charge on my credit account and again called customer service only to speak to a little girl that could barely speak English. I asked for a supervisor, but there was no one I could speak to. I am a 74 year old widow and this is nothing short of harassment. That's is supposed to be against the law. This is a poor excuse for a store, and a customer service department. If you are considering T-Mobile - run, don't walk, RUN. This page should really give a choice of minus stars - I would have checked the lowest they had. Brenda Chillcott read more

If I could give less than 1 star I would. Long wait, even with an appointment. Rude staff. They do not care about customer retention at all and there are no customer service skills here. 20+ years with Sprint and I was told "T-mobile is a new company and we don't care if we keep your business or not". read more

I had a fabulous experience here especially with Sara. She was very knowledgeable, quick, and efficient. Sara took her time and carefully explained many different phones and services to me and my children. I was very happy with the overall experience. read more

We came in ONLY for a phone upgrade for my son. Sara helped us, she was being very shady the whole time, I got three different quotes on how much I needed to pay down for the phone, first it was 80, then it was 200, when I said it was too much it suddenly went to 150. She brought out phone case and screen protector and put it on my sons phone, telling us it was included. She also started talking to us about how T-Mobile has T vision included now. After going home and viewing my app online, I came to find out I was getting charge seven dollars a month for the accessories on my phone that we did not ask for. She also tacked on the TVision on my sons phone which was also going to be an additional $40 a month. She saw I was occupied with two small babies trying to keep them quiet and was being very secretive about all she was doing. We spent over two hours in the store and then I spent over another hour at home getting all straightened out on the phone and getting everything canceled. If you go to this location and decide to get a phone, be very careful with dealing with Sara. read more