Friendly service by Kat. Very busy and long wait but worth it when you get great friendly service!

I am beyond frustrated. T Mobile has been holding $581.44 of my money for over a week and has offered little assistance to reclaim my money. I have been a T Mobile customer for almost 6 years and this would be my 3rd upgrade with them in that time. After several long and unproductive sessions via phone and at another store, I ended up at this location hoping that they could assist me in upgrading my hardware to the new iPhone 17 Pro (not a cheap move, I might add) The entire process to upgrade the phone (not including phone time with sales and previous stores) took over 2 hours to complete. However, my biggest concern is that when we reached the time to pay for the transaction, I handed the sales associate my card and they processed the transaction for $581.44. After a short period of time, they indicated that the transaction was unsuccessful and that it needed to be reprocessed a second time. They assured me that the first transaction was canceled immediately, and never even processed on their backend, despite my financial institution indicating that it had, in fact, been completed. They then proceeded to charge my card AGAIN for the amount. I agreed to this because I was busy, dealing with a work situation and had already spent too much time dealing with this upgrade. They assured me that the first transaction did not process and that it would cycle back to my account overnight. The next day, the funds were not there. I called into customer support and they showed "no record" of the first transaction and claimed that I hadn't even made it. My financial institution claims the charge was "completed" and the funds have been sent on their way. Its now been a week. T Mobile claims they do not have record of the first transaction nor do they have the additional funds charged to my account. My institution said its a completed transaction and the funds have been withdrawn from my account. Through both phone and in person attempts with T Mobile to resolve this issue, I am still without my money, over a week later. My financial institution says this could take 60-120 days to resolve. T Moblie doesn't seem to care. Buyer beware. read more

I want to give a huge shoutout to Dorian for his excellent customer service! After dealing with so much hassle trying to get help online through T-Mobile, I was beyond frustrated. It seems like everything simple has become a major challenge with this company. Thankfully, Dorian stepped in and completely turned my experience around. He was professional, patient, and genuinely cared about resolving my issue. It's unfortunate that someone as capable as Dorian has to work under a system that clearly doesn't equip its employees with the tools they need to give great customer service. Dorian, thank you for all your help. You went above and beyond. Unfortunately, because of the ongoing difficulties with T-Mobile's online support, I'll be leaving T mobile but I had to take a moment to acknowledge the amazing service you provided. read more

Since June 2022 we've been going back and forth with T-Mobile in regards to them stealing money from us. They took our phones when we switch and are still charging us. We keep letting them know and they refuse to take them off our account even if we have proof of receipt that we turned them in. Monthly since June 2022 we've been charged for 4 phones and phone lines when we only have 2. Their representatives reject to help us and state they can't do anything about it. They also refuse to cancel our account so we can move to another phone company. I don't know what else to do. Don't want to just move to another company and they continue charging us for phones we turned in to them. read more

I had the worst customer service experience here and instantly left and went to AT&T and got a service plan there.

Excellent Customer Service I was helped by Yolanda. She was extremely helpful and patient. She went above and beyond expectations. She even stayed beyond closing to complete my issue. I must also give praise to Ciro, the other representative, and Mo, the security guard. Again I can't thank you guys enough! read more

Best phone store experience I've ever had. Ozzie and Michael helped us and they were awesome. We got a new account and new phones in less than thirty minutes. Plus they were super patient with us. Sending everyone I know here! read more

I want to thank Ozzy for impeccable service today. I am extremely appreciative of what T Mobile can provide. Ozzy went above and beyond for me today. Thank you to Ramiro also for helping out. I am glad I made the jump from AT&T. Thank y'all again so very much. Y'all made my bad morning much better :-) read more

I had a long visit changing my account, talking with both their employee, and customer service on the phone. Customer service said it was all changed. Before I left I asked the employee if she saw the changes on her computer & she said yes. Have my latest bill & nothing changed. Big disappointment! read more

The people I worked with had no clue of their own deals or policies. I can count 8 different lies I was told to create the sale, with the return becoming even more of a nightmare. They never fully refunded me, and I'm in dispute with AMEX over it now. These people are the reason I can't trust a thing Tmobile says and because of them are considering changing carriers. Whatever you do, beware of buying any new device from them as the fine print is too confusing for them. For a mildly better experience, try the Washington store. I'd rate the one on Shepherd 0 stars if I could. They'd be better off closing. read more

Very quick, in & out. I did my homework on phone and plan but was not able to set up online. I went in they did the credit check, set up phone, transferred old number from AT&T and I was out of there in less than 30 min. read more

I just had the worst salesperson experience T-Mobile. Yesterday I bought a new phone and three lines of service from the Galleria store. I could not migrate my husbands phone over because he had it and it needed to be unlocked. He walked me through exactly what to do and I had the code already from ATT to unlock the phone. A few minutes ago, we went to the store on North Shepherd, just to have someone help us make sure we were unlocking the phone and moving the phone over correctly. The woman there was absolutely rude. Right off the bat, she is not listening to me, cutting me off to tell me she cannot help me because I bought it at another store. She's telling me ATT has to unlock the code. I'm trying to tell her I have the code and directions, but she kept talking over me until I told her to listen to what I am saying. It was obvious that because she wasn't making a sale, she was not going to help me. After several attempts to tell her all we needed was to move the phones over, that we had already bought the service, she kept talking over me to tell me she couldn't help me. I finally grabbed my stuff and said, "let's go. I don't want to deal with you. You are rude." I'm returning everything and saying forget it T Mobile. I do not need your rude sales people. read more

It was a busy Sunday afternoon and Manager Michael was knowledgeable, professional, and courteous. The wait was minimal, and the customer service was exceptional. read more

Absolutely *THE WORST* customer service I've ever had in any cellphone, computer or electronic purchase. Had six trips, and politely explained the problem--warranty for breakage not honored either on of my Business account or Personal account. So I tried all sorts of work-around over the next four months. Finally, I went in to purchase another phone, because I wasn't getting the service. Junior sales person said "no we don't have that model" and tried many "stock sales pitches." Finally Mgr intervened, who was moderately helpful, but then I had to recite the problem twice more, and he was not grasping 1) the frustration, or 2) what the real problem was, or 3) what a simple solution might be. Was told "Don't be condescending!" when IMHO he was the one who waltzed into the conversation and started the condescending process. So, I patiently waited again, and then when he finally grasped what the problem was -- he offered a solution. And I explained, "yes, that's what I've been trying to tell you. Further, YOU were being condescending, you weren't helping with the problem, you weren't listening to what the problem was." It was then that I was promptly told, "You're done doing business here. We don't accept cussing. Go to another store." I had merely stated that I was given a run-around, and that that was bull***t. No name calling. No real swearing. YES, EVERYONE, GO TO ANOTHER STORE!!!! This is THE RUDEST treatment I've ever received, and this was only one visit. read more