​"Beware of T-Mobile's phone payoff and porting promotions. Five months ago, I switched to T-Mobile under an explicit agreement that they would pay off my existing device balances with AT&T and port my numbers. I provided all balance info, but T-Mobile failed to coordinate the release with AT&T. ​As a result, my numbers were never ported and my phones were never unlocked. For 5 months, I've been paying AT&T to keep my active service while T-Mobile has continuously billed me $281.84/month for completely non-functional lines--totalling $1,409.20 in unearned charges. After endless dropped calls, hours on hold, and broken promises of call-backs, their only solution was for me to pay off the phones out-of-pocket for a 'possible' reimbursement or cancel and owe $1,000+ in device fees. A formal demand letter and FCC/FTC complaints have been filed." read more

I recently switched from Verizon home Internet to T-Mobile. Since then I have had nothing but trouble with both download speeds and getting decent help to fix the issue. I DO NOT recommend using this service. It sucks!!! read more

They were very disrespectful when i walked in, they were very rude and were staring at my like im gonna take a phone.

The people in the store were generally nice, though it took several trips to get things straightened out. And even then I had charges that I had not agreed to. But corporate customer service is abysmal. They make it nearly impossible to speak to a human customer service rep. Computer prompts, AI voices, "and to better assist you I'll need a little more information", "we are experiencing unusually high call volumes", etc. Geez, if the phone company doesn't know when are the busy call times, who does? read more

I buy a prepaid plan here every month for my fiancé until she gets her own. It's incredible that every single month it's a different explanation of what must occur and a different person giving it. When you wrxpkain how you did it last month, they always hit you with the excuse of "oh, we just changed how we do things." Oh? Every month? Sometimes they let me do it without a silly six digit pin, sometimes they dont. Sometimes they "bypass the pin," sometimes they won't. Last month they made me show my ID and set myself up as account holder because they said it will allow me to pay without the hassles if I just have my ID. Today? Nope. Not true. Back to the hassles. And guess what; it's because "they just changed things." This is 8 months in a row now. What is the risk of just letting me pay to renew the number!? Are people going around paying for other peoples accounts they don't even know?? If so, what's the problem in that?!? T-mobile downtown location is truly an incredible human study of people that make no sense. read more

Suite 106 West 86th Michigan Rd. On 6/22/25, 6/25/25 I went into the store to ask about T-Mobile Tuesday and ended up getting products. Sandro, Sofia was a great help with everything I needed. Thank you both read more

I'm a Flight Attendant and was in Indy on a layover when my phone froze up. Luckily this T-Mobile store was around the corner. Employee Tatiana saved the day and fixed my phone! She was so nice and the store was so clean. Thank you Tatiana for the great customer service! read more

After 17yrs of being a customer I've been lied to twice now as of today, first time I was told we were buying a bogo promotion Apple Watch, the bogo was buy one get one 200 off that wasn't stated, been paying it to only realize almost a year later that promotion was BS, now today when I called I was told by 611 here is corporate nmbr, called that nmbr they said this isn't corporate, this is the same as 611, and there is no way to contact corporare level of a business as big as tmobile... bs!! After 17yrs looks like it's time to start mobile carrier shopping, it made me pick one star. Otherwise I would've given it zero. read more

Everyone that works there is so kind and helpful. I bought my phone from there a while ago and just had to go in again for help with my phone. They are awesome! :) read more

I had a package deal with Xfinity but was unhappy with the phone service, so I decided to change my mobile server from Xfinity to T-Mobile. I called the T-Mobile phone number I got online. They gave me good service and said they would send me a sim card and then I could activate the service. The next day I called Xfinity to cancel my mobile service but found out if I did my internet service would go up so much, I would be paying a lot more for the two services. I needed to stay with Xfinity. I had noticed this morning when checking my bank account that T-Mobile had already taken out $38.45 to start service. I called T-Mobile and was on the phone from 12: 45 until 4:50. I explained the situation to four people. I had to explain the situation to the first person only once, the second person I had to explain the situation to her three times. The third person I explained it twice and then was transferred to another person who told me my account was with Version. I told her I had called T-Mobile and the charge on my checking account was from T-Mobile. She said it didn't make any difference and she would transfer me to Version. She hung up the phone. I called back and asked to speak to a manager. After waiting fifteen minutes I was told again the bill was from Version. She created a conference call to Version. We spoke to the manager. The T-Mobile lady had already explained the situation to the Version manager before connecting me to the call. But when he started repeating it, it was different. I stopped him and told him the entire story again. He started saying we needed to call Xfinity because I could not use the same number with Version as I had with Xfinity. WHAT! I then repeated myself again. Then he asked, " Why are you calling Version then"? I answered "I don't know, I've told everyone I've talked to that I had called T-Mobile; the bank statement said T-Mobile and had the T-Mobile phone number I had called right next to the $38.45 charge, and it was the number I had called to speak to this lady on the phone with us. So, I have no idea why we're talking to you". The gentleman excused himself from the call and the lady said, "Let me get you over to the billing team to see if they can help us". By this time, I'd had it. She kept repeating that she could not find my account. Two of the other four people had found it though. I finally just said "If I do not see a refund (since the account was never activated) back in my checking account in the morning I am going to turn it into the bank as fraud". Where do they get these people who seem to all have ADHD and cannot focus on the conversation long enough to gather the information they need and remember it more than ten seconds. I am so glad I did not change services. I've realized none of the mobile services are good, but some are just beyond belief when it comes to stupidity. read more

I love this location because it feels that the staff shows more empathy and concern than other locations, which is sad because there is a TMobile location like 3 blocks near my house and I don't get the same respect and urgency that I get at the downtown location. Adora, the store manager is awesome as well as the rest of the staff like Chase, Veronica and Johnny. Every time that I leave there, my problem has been resolved and you can't beat that. The only downsides that I do have is that I wish this location sold more iPads and ipad accessories and having to disregard the crazies (panhandlers, etc.) that takes up the street parking on weekends. read more

I know T-mobile is the little guy BUT I have been a customer for more than 9 years. The prices are good, the coverage suits my needs and I've always received great service. Granted, if I am visiting family in metro Detroit, service is a bit spotty, but that is but a few days out of the year. The people who work at the downtown store are great, as they are on 96th St. I have yet to find a reason to switch carriers. read more

Since Sprint is now with T-Mobile I had to go into this location to get my upgrade. One line I have $500 towards new phone credit and my other two lines I have $800 credit towards new phones but I have 5 lines total. I go in and I'm getting the new iPhone 13 the first 2 people didn't know how to help me but the 3rd was able to help but she's making me shut off my find my iphone feature and sprint told me I don't have to. Then she tells me I can't get my $500 credit because I had a hairline crack in my screen and I needed to pay full price. Instantly I knew she was trying to scam me for $500 because I had already spoke with customer service on the phone right before I went and they are the ones who gave me the address and my contract did not require for me to even turn in my phone because I own my phone she was trying to sell my old phone and scam me out of $500. So I took my phone back and said that I would just call customer service and do it with them. Thank God I didn't allow them to make a victim and take my 11 pro max and $500 because I was able to call sprint and they sent me my new phone and gave me an extra $100 credit and I keep my phone even though the offer ended up expiring sprint made it good and even sent me 2 extra T-Mobile SIM cards. They unlock phones that are on the sprint network. Been with sprint over 8 years but I was so upset I cancelled 3 services. I wasn't going to tell about this experience but yelp asked me if I've been to this store and I figured I'd help someone from getting scammed at the downtown location. Hope this helps read more

While purchasing a new iPhone 6 I participated in the "free" tablet Father's Day promotion. Although I stated that I did not want to participate, the sales person, Bre, eventually persuaded me (I know I should have been stronger and continued saying no). Because I was so hesitant, I asked Bre several times what this promotion entails. She told me that after paying tax of $32, I will receive an LG tablet. My monthly bill will show a $9.99 charge and a subsequent credit of $9.99. I then repeatedly asked whether there will be additional charges and she stated that NO, that is it. The tablet with SHARE data with my phone. I look at my bill and what do you know, I have a $10 data charge for the tablet. I realize that $10/month is not a big deal. However, I do not appreciate being mislead by Bre and given incorrect information. I also do not want to pay $10 a month for a tablet that I didn't want in the first place. I went to the store upon seeing my bill and spoke with Bre. She admitted that she gave me incorrect information and said she would attempt to correct this. After two days of constantly calling her back she said that although she did give me incorrect information, she has no authorization to do anything. Great, wish I could put her sorry towards the $240 in data I will have to pay for the next two years for a tablet I did not even want. After exhaustive talks with T-mobile corporate, all they could offer me is a 3-month credit. After shopping around, I realized that companies like Sprint are now providing even cheaper phone service (with unlimited data) so I will definitely be taking my business elsewhere. read more

Very unfriendly through the call, I'm a current user and tried to ask them about changing carriers, the guy said he doesn't know and is unhappy to answer that question and hang it off. Disappointed, I should have changed it long time ago. read more

I can't say anything negative about the prices, but I have to seriously question the hiring practices of the local office. Hakeem, who was working with me, clearly had some questions for his co-workers (I guess he was new?), but instead of helping him, they randomly dropped by, checked in, hollered random questions through the room ("do you like pirates?") and were unhelpful and rude in general. Hakeem was clearly embarassed. If you want to joke around when customers are around, no problem. But when customers are around? This is a store, and not a frat party, for the love of god. read more