Woooooooow. This was bad. I walked in wanting to walk out with a phone. I was going to finance it because my back glass is broken. The sales man that I spoke with didn't know the answers to any of my questions. He asked a question to every other employee in the 10min I was in the store. When I was old him what phone I wanted to get, he asked which color of case and screen protector I wanted. He hadn't listened to what I had told him. He talked about deferred plans instead of what it would take to leave with a new phone. Once he understood i was willing to move forward with a phone, his manager shut that down in the back office. Go to the location at Yale near Sprouts. They're a much better location. read more

An ominous vague text message from my cellphone provider said to contact Tmobile immediately. It was the first indication that something was wrong. I called Tmobile and a representative informed me that my account is under review for over-usage on my wireless card. I signed up for the wireless card in April. I was told it's $55 a month for 5 GB. And 20 cents extra for each GB that I go over, with a maximum of $15.00. So I thought for $70 bucks a month it's unlimited. All this time, I had held onto to the basic conditions of the service. When I called Tmobile a representative said I went over my wireless card plan by more than 7,500 GB. Oh boy! That's like 7455 GB too many. She said I owed Tmobile $1,070 in overages for my wireless card. I was in disbelief. I repeated my original understanding of the plan. She said that there was nothing she could do to remove the overages, that I should have checked the usage meter to see just how much I was using. She ultimately suggested I go to the store where I signed up to clarify the issue. Uncertain and worried, I headed over to the store where I signed up. I calmly told the store manager what had taken place today. The store manager looked up my account and called Tmobile. As he spoke with the corporate Tmobile representatitve, I listened. The store manager accepted responsibility for the misunderstanding, saying that he and the staff had been trained to promote the wireless card in a misleading way, based on the training material they had received. Turns out, I wasn't the only customer this had happened to, that meetings had been taken to specifically talk about this issue. He went on to explain that the training they had received encouraged them to promote the unlimited internet access for $70 a month. His call was transferred, he re-explained the situation. As I listened, I could tell the store manager was on my side. And doing what was possible to improve the bill. He went on to say that he was willing to extend a $100 store manager credit, that the region extend $200 credit toward the balance. Tmobile accepted responsibility for how the plan was presented to me. I will not have to pay for going over my wireless card plan by over 7,000 GB. The store manager went above and beyond to correct the incorrect information. Tmobile was on my side. Without a doubt, Tmobile is customer-centric. read more

Knowledgable staff that's customer-centric. This was my first time at T-Mobile, so naturally I had a lot to ask. Most people would have been fed up with the numbing and excessive number of questions, but the customer rep was incredibly pleasant and eager to help. It's demonstrative of the company's focus on it's customers. read more

Horrific experience at this location. Rude employees. I upgraded my phone only to decide to return it 2 weeks later. Let me tell you these people talk fast and lie. First, my phone wasn't working after the update I was told I needed a new phone, so they started the process of giving me a new iPhone. Then I was told my phone bill would only be a little more than I was paying now for unlimited everything. I was paying 50 prepaid 10GB but was put on a contract for 75.00 a unlimited. That's 25% more than my current bill. I decided to return the phone and the attitude begins. They have a white male employee that works there, who uses a cane who has a real bad attitude. He asked me condescending questions about returning my phone. I understand you have to ask why I'm returning but all the extra questions were unnecessary. "You didn't know it was heavy when you bought it?" He went on to tell me the camera on the iPhone XR was better than my current iPhone 7. To which I replied they're both 12 MP and 5 MP in the front, he spoke over me and he would cut me off to make his point. "Oh no this is so much better", etc. I replied they're the same numbers the only difference is the display on the phone so it would appear better. He took things I said personally when it was what was best for me as a customer. You're not going to twist my arm and make me keep something I've decided is ultimately not suitable for my everyday life. This same guy got into a heated argument with my husband days before. My husband is an army veteran and he was told he could do the military discount towards his bill and then later bc this guy made a mistake he couldn't give him the discount. Then he didn't want to correct it. My husband made a scene and he finally got on the phone to correct his error and apply the discount. I get it you work on commission, but this is dirty dealings. I will be contacting corporate personally because this guy alone is both ugly and rude. read more

Go and ask for Karina!! She explained all my options to the best of her ability and helped me get my 12 pro max!! Super great customer services! 10/10 read more

We have Hot spot just in case we need the additional internet supply when we go out. Kids accidentally downloaded some huge files that we almost ran out our data limit on the 3rd day of the monthly cycle. The customer care person listened to our problem with patience, then he upgraded our plan for the month for FREE. How nice is that. It made our day. We can watch Nursery Rhyme videos all day on big screens again. read more

No complaints here. Went in to activate a SIM for a pay as you go phone I already had and the process was quick and simple and fast. There is also a representative by the name of Angelica who seems very popular. Another gentlemen helped me and he was equally good. read more

BOYCOTT T MOBILE. I have been with T Mobile for 14 years. Lately, 2 of the 3 phones on my contract have serious problems that T Mobile themselves cannot fix. Can't text, multiple drops/call. Have tried working with customer service. They just keep flogging their products. $240.00/month for terrible service. They won't let me out of my contract without $$$ despite the fact that they can't fix the problems. read more

I originally went into the store to pick up the free T-Mobile gloves that was on the Tuesday app but I decided to take advantage of my Jump on Demand by trading my phone for an iPhone 7. The service was good then it went downhill because the amount of time I spent there trying to back up/update both phones (an hour and half). Hector rang me up and told me verbally that I only had to pay the taxes on the accessories (case and screen protector) and the payments will apply towards the monthly installments. I charged it to my card nevertheless but still!! I even asked why was the amount so much higher, guess that was my fault for brushing it to the side. Then he lets me leave the store without even enabling my SIMs card... Luckily, I found out before I was too far away and turned around. He even said "they didn't teach me this in training" to his colleague... YOU WORK AT A PHONE STORE. HOW DO YOU FORGET THE SIMS WHEN TRADING FOR NEW PHONE? Done with my rant. Experience was a-ok. read more

T-Mobile has sales people that do not tell you everything or outright lie to you to get a sale. I was supposed to get a full refund and was told that it would happen if I had to make a return. I made a return and half of my purchase was given to me in cash- the rest was to be sent in the mail. (Something I was not told before I made the return). It took almost two months to get this "check" that came in the form of a debit card- $15.00 short. And I had to call them to ask for the check, btw and customer service tried to go another way rather than refund the rest of my money. read more

I stopped by here today looking for a new contract and my first smart phone. Joe, the sales person I talked with, was fantastic. He told me a lot of info about the phones that would have taken me forever to find and sort through online, or I just wouldn't have known to look for. (e.g., the difference in feel between a dual and single processor phone, when new phones were coming out that might be better for me than current options, the hardware upper limit on 4G connection speeds that might affect performance once the network gets better) I didn't buy a phone today because I wanted to think a bit more before I make the purchase, but I'm really glad I got to talk to someone knowledgeable. Thanks Joe! read more