The stores customer service is almost as bad as our customer care on the phone. I went in, hoping to get the assistance I needed the associate. Kim was unable to understand what I was asking, and she was unwilling to call Trey the manager because he was in a manager's meeting, even though he had just called her and was on the phone with her. I would stay away from this store and for that matter T-Mobile service altogether. It was my bad for giving them a second try after a previous poor experience where it got all the way up the ladder and they ended up crediting me thousands of dollars in equipment charges due to months of working with customer care for service issues. This time around I've been working with customer care for four months getting nowhere. read more

I just got my phone and called to make an appointment to set up the transfer from old phone. Max answered the phone and said no appointments 1rst come 1rst serve. I don't have a problem with that as a side note for sake of this review and at no point disputed this policy. He said I could do it myself it's easy. Maybe for him since he does this everyday. If he had to do what I do for a living I would be more considerate and not tell him my job is easy. Besides that as he spoke he went on explaining my options to seek help online. His very long winded run on explanation without taking a breath I was trying to relieve him of continuing on by saying I prefer in person assistance and he hung up on me. When I called back to get the full scope the character of Max as a human being he denied hanging up on me and accused me of hanging up on him. Why would I hang up when I was seeking much needed help?! He is the one who didn't want to be bothered with me with his arrogance and his attitude run sentence as though each word ran together as one very long word in a very long run on sentence. The audacity of him and unconscionable to say the least to treat a new customer with such lack of dignity and respect. Left me shaken up literally. read more

Had a problem with my iPhone and talked to Jimmy over the phone who helped me solve it. Very nice, professional, and wonderful that I didn't have to go into the store. Thank you. read more

I asked the sales rep to write down exactly how much my bill would increase with the new promo, and she did so. Even after two calls to take off data charges that were added after I received the bill (they would have added another $8.00 per month; they were removed only because I caught them and complained), my bill went up slightly more than double what the sales rep told me. So for the two years I have to keep the unneeded line (which I had expected), I will be soaked an additional $270 dollars, not counting other tax and fee charge increases. Such misinformation was instrumental in convincing me to take the plan. I have no recourse - I am disgusted with t-mobile. read more

We did a switch to T-mobile over the phone but were confused with the technical part. After talking over the phone with customer service in PHL for an hour and half, I am still confused. I decided to call this store. Alex answered my questions within 5 minutes I am all clear. I came in to the store and Annie (the store manager) helped me set up the transfer, the new phones, and the reimbursements. She set everything for me. I would not been able to do this myself or would have spent hours. So thank you T Mobile Geneva Common. You guys rock!! read more

T-Mobile - Mobile Phones Near Me - Geneva, Illinois

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This organization over all is AWFUL. just went to my 3rd store and now told by Gabriel that a manager can only waive a RESTOCK FEE FOR A PHONE THAT IS A DEFECT. NO MANAGER ON SITE AND CAN ONLY BE WAIVED BY A MANAGER. No wonder why there was no one in this store. Completely unhelpful. WASTE OF TIME. I'd give zero stars if possible. read more

poorly managed store. I had Max as my rep who decided to help another customer after I waited 20 mins in line and then stood and stare at me as we waited for the phone to up load. Dude doesn't know he should have started the upload and then would have time to help other customers as every other t-mobile store would have done. I guess not trained how to manage these jobs. read more

I am traveling outside the country this weekend and needed to make sure my plan would allow me to make calls to the US. I went to the Geneva T-Mobile 6/23 around 4:50ish. When I first walked in the employee that helped me seemed like he was bothered I had a question. But no big deal. When he looked up my account, the name on the account was completely wrong. An error on T-Mobiles part , but they couldn't help me. I went back to my car and logged into my account where I could clearly see my name in the account correctly. I came back to the store to let them know my name was correct from my point of view and that I was able to access my plan. (They needed to see my plan in order to answer my question) The same kid that helped me before was finishing up with a customer. He was kind to the gentleman he was helping. But as soon as I walked up, he stopped me and said his shift was over and walked away with his manager to the back. There was another employee already with a customer who saw this behavior, apologized and let me know he would help me once he was done. I feel bad for the employee that was left behind by his colleague to help an already irritated customer. That's not teamwork. It's inconsiderate and rude. If it wasn't for the other employee I would have given this a 1 star review and escalated to the general manager. The store should really consider re-training this kid and recognize the employee who was professional enough to de-escalate. Eventually, the manager came out and helped me. She was very nice, but I spent 40 minutes waiting to get a 2 minute answer. read more

We changed out our phones and being seniors we needed some help with set up. The people at this TMobile were excellent they were friendly and patient with us. I would advise anyone needing help with their phones to come to this location especially seniors. Thank you TMobile Geneva ! read more

People were great until I had to return an iPhone. It was unopened, and I just wanted to trade it for a different iPhone. They wanted to charge $70 for a restocking fee. I found this ridiculous as it's in high demand, and nobody mentioned any 'restocking' fee. I called the 800#, and they were so much more helpful. read more

T-Mobile doesn't stand behind what they tell you. I had a phone i traded in fir a promotion and because of difficulty retrieving data from my trade-in I informed TMobile that the phone would arrive late and after the time of the promotion due date. Tmobile gave me an extension, trade was received by Tmobile but the $500 credit i was to receive was only $125. Had I not called to varify that my credit of $500 was given to me, they would have never credited me the difference. THEY ARE LIARS, 1st chance I have I will switch carrier! BUYER BE WARE! read more

completely horrible experience. took about 3 hours to get our phones. then we had to go back cause the phone wasn't set up correctly. then they LIED to us about accessories (chargers we needed). Rebkah 100% completely LIED to us. I will never ever go back to this store. BEWARE If your looking for honest humans I wouldn't go here. read more

I really wish there was an option for zero stars... I came in to upgrade my phone after getting an email for a free upgrade... The upgrade wasn't free, & the customer service was absolutely terrible. The associate, Laurie, was rude & completely ignorant to even the simplest details regarding the differences between the phones. I'm no tech geek, but even I know what a megapixel is! After having to answer my own questions, I decided on the phone. Now that there was a potential sale, she tried to rush through and add additional insurance packages and fees... After asking her to break down the charges, she rolled her eyes and said 'it's just normal taxes'. At that point, I decided to take my business elsewhere. Sad excuse for customer service... read more

I bought a Samsung 9s. The team member helping me sold me a 45.00 screen protector said it was the best and guaranteed for life. I dropped my phone the screen protector falls off. Because it was past the 14 day window. I now have to go through the manufacture and have them send me a new one. They told me that when I received the new screen protector I could come back and have them put it on. REALLY!!! This sounds like this will become a never ending cycle. Thanks for nothing Tmobile . read more

I walked in with a walker the type with a chair & not one out of at least six people in the place offered to hold the door or help me one iota nor when I was leaving. First of all let me say that the sales lady that helped me was just fine in fact she was quite helpful, and did her job very well. It was the manager that needs an attitude adjustment, and how to treat customers especially one who is disabled. I have Spinal Stenosis & I walked in with a walker so it was obvious I needed help. I drove in from Hinsdale, IL from a doctor's visit and finally I asked the young lady if there was a restroom I could use due to this fact, and I might add I had back surgery a month ago,. She went to ask this young fellow who insisted that "NO"! There was no facilities for the public, and I couldn't go to the backroom cuz they had phones laying around and God forbid I was a thief he'd be in trouble. So now he calls a invalent lady of 63 a thief also. I was in there to buy a phone, which I should just tell them to shove it and go somewhere else which I might do anyway. It infuriates me that people can be so darn rude. You represent a company you idiot. And speaking of the company I am not going to stop here. I am going to put a complaint to the company, and if that doesn't do something I will keep going on. there is such a thing a freedom of speech isn't there., The poor girl really felt bad and said she'd even bring me next door if I wanted to go. She should be commended on her job if anything, but this idiot who was supposedly running the store? Give me a break. He didn't help me to come in. Refused me help to relieve myself, and had the nerve to more or less say he could not take the chance if everything was everywhere why is it such a mess then??? And When I left no one helped me either. That store needs some serious rearranging. Not to mention attitude adjustment. Very dissatisfied customer. There phone doesn't work all that great either. read more

We have visited this store multiple times in the past year. They are always friendly, treat people with respect, and go the extra mile to answer any questions. Even though I was the primary account holder, they interacted with my wife and 3 teenage children in a respectful manner. They operated as a team to take care of us as customers and never seemed as if anything else was more important than taking care of us. The manager was on the floor and helping customers as well. I enjoy going to this store and we LOVE the value of being Tmobile customers. I would highly recommend this store and doing business with Tmobile. read more

Over a year ago they signed me to a contract with out telling me and Im fighting it now to get out of it. I don't believe the two employees that lied to me still work there but I'm still angry and even though the current people working there seem nice.... they aren't doing anything to help me. I say stay away. Go with a different t-mobile store or just go with a different carrier. read more

I would give them zero stars but that's not an option. We went in and switched our service to TMobile from Verizon. Also went from 4 IPhones to 4 Androids. Spent 2 hours doing all this and went home and none of us can get text messages from any IPhone users. Apparently they were suppose to turn off the I messaging on the IPhones before disabling them. Just spent an hour on the phone with Apple and they are useless. Checked with technical support at T Mobile and she said that none of the people working in the stores have any technical training. I would have thought they would have known about this issue as there are about 6 million complaints online!!!!! Last thing I asked was if the service was good in Elburn IL and they said yes. The only way my daughter or her fiance can get a call is if they go outside. The tech at TMobile said that was because there were no cell towers in Elburn. Too bad they don't actually train people before they give them jobs at T Mobile stores!!! read more