On September 24th, I visited the T-Mobile store to ask about the promotion for a free line when you bring your own device. I spoke with Hector, who confirmed that I qualified for the promotion but I didn't have my ID that day. I returned on September 25th, spoke to Hector again, and he verified my eligibility a second time. He helped me complete the process through the T-Life app, and I paid the $10 activation fee. I specifically asked multiple times if there would be any ongoing charges for this line, and Hector repeatedly assured me that it would be free for the life of my account. However, when I approved the line, the app displayed a $35 charge. I asked Hector about this, and he said the app wouldn't reflect the promotion but that I would not actually be billed the $35. Based on that assurance, I went ahead with the activation. When I received my next bill, it was over $50 higher than usual. I returned to the store and was helped by a kind employee (unfortunately I didn't catch her name). She tried to assist but wasn't able to correct the issue, and recommended I return when Hector was working. When I came back, Hector was assisting another customer, so I spoke with Omar(I think was his name), who I believe is the assistant manager. He tried to help, but when Hector joined the conversation, he inaccurately stated that I had added the line myself without ID. I clarified that while I visited without ID on the 24th, I completed the activation on the 25th with his direct assistance and explicit confirmation about the "free line" terms. Omar spoke with the manager in the back and told me they could only credit me for one month, and that going forward I would have to pay for the line or cancel it. This is unacceptable because I added the line based on false information given by an employee, and I have already distributed this business number to clients -- canceling it would cause major disruption to my work. When I asked to speak directly to the store manager, I was told he was "in meetings." I went outside and saw several managers casually talking and laughing in front of the store, so I went back in to ask again. The assistant manager said the store manager still refused to come out and speak to me, even after I explained I had already made multiple trips to resolve the issue. This experience has been extremely disappointing. I feel misled by Hector's incorrect information and dismissed by a manager who refused to engage with a customer about a legitimate billing problem caused by his staff. I want this matter escalated and properly resolved read more

Went here last night at 7:55 because I got a new phone and already spent 45 on the phone trying to transfer my eSIM. Dania was AMAZING! She fixed my issues in 7 minutes and with so much ease and knowledge. She made me in a better mood and had such an amazing attitude even though I came before closing (so sorry about that again) but I really really appreciate her! Thank you Dania! read more

Awful I didn't recieve the Sim cards foe our phones and tablet, waited all day to sign no show, & 300 Mastercard incentive I was supposed to get never got no netflix took me 4 calls to get answers on hold for up to51 minutes with no results. Hasn't even been 30 days yet when they already turned it off 150 included 2 Sims for phones 1 for a tablet, netflix, 300 master card, nothing but an online bill I can't get into and not one of the services do I have right now. Kids got finals or midterms and. Internet and 3 hours on the phone with no results. I thought tmobil was awesome that's why I switched but now I was on the phone forever today with them 3 different calls and a promise of a call back to verify me,and then they can fix my internet but it' suprise surprise call never came. I called back and verify people are now closed nothing they can do well neither can my son so get it all in writing of course check the fine print and know there is always a catch. Tired of getting caught in this crap. read more

I came in with a broken charging port and they cleaned it out for me and fixed it on the spot no charge. Thank you !

Blanca and Hector were both amazing in their roles there. I will recommend them to all who want to upgrade their phones!! I wish I could give them 20 stars! read more

Went in regarding questions on our account and to purchase phone accessories. Alex was the best! He helped me better understand the issue on my account and provided amazing customer service. We haven't had the best experience in our local T-Mobile stores recently so his service was definitely appreciated, exceptional and he will be our guy moving forward. read more

Diana was great. Stayed 40 min after closing to help me with a problem w/ my SIM card. Free of charge replaced SIM card and installed screen protector. Great service. read more

Took my phone in yesterday, because it has been glitching and dropping calls. I have great service out in my area so I figured to start at the store first Incase I needed a new phone. The Staff is always friendly and well trained on the products they sell. I recommend this site because in the last year I've been in about 4 times and always have been happy with their professionalism. Kudos! read more

I was so pleased to have stopped in here. What a group of very nice people working here. And so respectful and helpful to this senior citizen. Juan, the Store Manager is a fantastic human being. So kind and really helped me out. I had a couple of challenges to what I was trying to do with both a mobile phone and a tablet. He spent a great deal of time with me, and that included going into his personal time after the store had closed as we were on hold trying to get Verizon to unlock a phone. Juan and the whole group are highly recommended! read more

Had an appointment for eleven got there ten till was told be with you in a few ok we were early but at 5 after there was one guy with a customer two more messing with their pads and phones guy came over said a few more minutes I said so what you two are doing is more important than customers his response was we does things a certain way and 11:00 doesn't mean eleven o'clock we walked out going to a different T-Mobile store where they put customers first. read more

The staff at this T-Mobile store was very welcoming friendly, and knowledgeable. I had a phone from another mobile provider and they were able to easily switch the phone to T-Mobile and copy my data/images/contacts from my old iPhone 6 phone to my iPhone 8. And it was no charge!! read more

This store is an unfortunate confluence of arrogance and incompetence. After 1 1/2 hours we found Sprint charges $30 more per month if you upgrade your phone (my friend on my account got a new iPhone). Yes, that's how long it took, thanks to the sweet but apparently inexperienced Diana. She proposed we switch to a T-Mobile plan to save money, then when we went back the next day she couldn't figure out how to make the switch. After another 1 1/2 hours we said okay just keep us on the Sprint plan and activate the new phone. Then the fun really began. "Manager" Christopher refused to get the sim card out of the safe, keeping us waiting while he claimed the safe was "on a timer" and twice said "it should be another 10 minutes". REALLY? When I started demanding answers he FINALLY got the sim card so Diane could activate the phone. Naturally this raises an ugly question which must be asked, especially considering the majority of clients are Latino - are all customers treated this horribly or only the white ones? Another 4 hours of my life wasted on stupidity and just plain meanness. read more

Great service. Alexander was very informative and patient. Not pushy and I recommend this store for mobile needs.

My SIM needed an upgrade. It was painless and easy. Staff even had a SIM ejection tool handy. I was up and running within minutes. Thank you. read more