Vicki G. provided exceptional service helping me activate my new Pixel phone, switch my SIM card, and walk me through the Express setup using a fast cable-to-cable data transfer. She also helped troubleshoot a long-standing voicemail issue on my account, where calls were intermittently being routed to someone else's mailbox. Drawing on her 18 years of experience, Vicki quickly identified that the root cause was a call-forwarding error. Jamie T. also stepped in to assist while we spent about 30 minutes on hold with T-Mobile customer service. After multiple attempts, the customer service representative was unable to resolve the issue from their end and ultimately directed me to dial ##21# on the phone to reset the call forwarding directly. I had tried calling 611 multiple times on my own but was never able to get this issue resolved. I'm very grateful that Vicki, Jamie, and the store team took the time to help me finally get it fixed. Their knowledge, patience, and willingness to go the extra mile made a real difference. Excellent service! read more

If I could give a zero I would. Customer service is worse than anywhere! Horrible Do not buy from them. I have been with tmobile for at least 10 years. Perhaps 15 years. Do t do it. You will regret it. read more

been a customer for years, as the senior & veteran .... i learned they have no deals if, u been with them for any time when, ur new they give you the moon and forget you the next month !!!!! also, for years, they boasted about " never raising their prices." but, like biden, they lie. and my payment is now 10% more ! read more

I had the absolute best experience yesterday thanks to Rashaad and the assistant manager. Rashaad had to jump through hoops with customer care, but he did not stop until I had the phone upgrade I wanted. The whole staff is so welcoming, professional, and knowledgable. This store should be used as a model for ALL businesses as they MAKE THE CUSTOMER THE FIRST PRIORITY. Highly recommend. I know I won't shop anywhere else. read more

Just upgraded to a new phone and they also hooked me up with a new iPad and Watch. Best store in town.

Although I've not had any issues with service, I was shocked to learn they don't offer the same privileges to long time customers that they do for newer customers. My SIL let us know that she was offered free Netflix for having a Magenta Service Plan. We've had a Magenta Plan for a while now, so we went to get signed up. But no, we are not eligible because we've been a loyal customer for more than 2 years. We signed up for Magenta as soon as it was offered, and have had our 2 lines continuously since, but we are not eligible for all the benefits. read more

Dear T-Mobile, We stopped by the T-Mobile store on San Jose Blvd in Jacksonville, FL on December 10th and were greeted by Ivar F. We described our troubled situation. He immediately understood our dilema and knew what to do to help. My husband, a seasoned lead software engineer, was impressed by how knowledgeable he was. Ivar was also very patient and friendly. We were quite impressed with his customer service skills. Ivar deserves some special recognition from his manager. T-Mobile is very fortunate to have him as part of their team. read more

It does go without saying that this location does always have the equipment I need when I need it. But, I must say that almost every visit to this store has been an interesting interaction with different sales folks. I have never seen the same sales rep twice for one thing and secondarily, and most importantly, it seems as not one of them is interested in the least at what they are being paid to do...which is customer service! On the last occasion an extremely young sales associate did assist me in picking out the phone I wanted with genuine sincerity. Yay! I just wish I remembered his name to give him the accolades he deserves. On the multitude of previous visits however, one person talked to her boyfriend while I waited for her assistance, one sales clerk rolled her eyes when we asked if she could help us find the right phone case and one young man stood outside and smoked and talked on his phone while we perused the store waiting for his help...not very good customer service at this location consistently. read more

T-Mobile - Mobile Phones Near Me - Jacksonville, Florida

I didn't have a great experience, but I also didn't have a terrible experience. I came in to upgrade my phone at about 430pm this past Monday and I believe the guy that helped me was named Randy? Tats and longish hair. Anyways, he helped me choose my HTC One as opposed to the iPhone and because of how knowledgable he was I ended up choosing the HTC One and I freaking LOVE IT. The only thing that wasn't too awesome was the fact their systems were down, but after 20-30min of waiting they were back up and I got my new phone and was a happy camper with the JUMP feature. Systems being down wasn't their fault, so not angry about it. Pretty good store that wasn't too busy and close to lots of great stores! read more

I just had the most horrible tmobile experience that cost me time, money and gas. I stopped in at Tmobile on Friday while I was running errands because they had a huge sign outside that said EPIC SALE. I came specifically to purchase the Samsung Note 7. However the saleman, Rod told me that the EPIC SALE just ended and that the Note 7 had been recalled due to charging and issues of it catching fire and that it maybe 3 weeks before it would be re-released if at all. So desperately needing a new phone I asked him what was compatible. He told me the LG V10 was compatible minus the stylus of the Note. He also shared that there was a promotion coming that would save me 10.00 per month on my bill but it wouldn't start until next week and that on the LG, they had reconditioned phones cheaper that were just as good. With the knowledge of a new promo and getting a discounted phone I promised I would return on Tuesday to purchase the phone and take advantage of the promotion. Well today is Tuesday 9/6/16, and I called the store and Rod answered @6;05pm est. I reminded him of who I was and told him I was on my way. I told him that I had another event I needed to attended but I made a promise to him and I was on my way. I asked did he still have any reconditioned LG V10 and he placed me on hold and said yes. I asked had the promo started and he said yes. I asked him about a Corp discount and he said they didn't offer that. I said ok, I am on my way. I get to the store @6:30pm EST and not only is he not there, he didn't tell any of the other 3 employees in the store that I was coming. They attempted to assist me but while they looked around trying to get me what I needed, I asked for an update on the Note 7. I was told that it maybe another week from the latest update. So with that said I told them never mind that I would wait. But upon leaving I said please tell Rod that I am very disappointed that I called and drove all the way over here for nothing. They said they would and I could hear them laughing as I was leaving. I have been a very loyal customer for years. I never complain, and I pay my bill on time. I understand if I had not called 1st but I did and to receive a blatant disrepect of my time, my money and my gas saddens me. Needless to say I really need a new cell phone as my sd card has crashed and my old Note 3 has to be charged 3 to 4 times a day so I was ready to spend money. I called Tmobile and complained. They took my complaint, sympathized with me but they suggested that I go to another tmobile store. So I'm being pushed out to another brick and mortar to spend more time and more gas. At this time I am considering leaving TMOBILE over one location. I should not have go into a heavy congested traffic area to give someone 300 LG to 800 NOTE dollars for a phone only for them to note be there, or call me back so I could turn and head to the other event, or tell the other staff about my needs and then for the staff to not take me seriously and laugh as I exit the store. I did not enjoy my T-MOBILE experience and I am considering leaving. It feels like I pay over 100 a month 1200 a year for bad customer service. I just don't understand. read more

Look at your receipt carefully. These folks are like a bad used car dealer. Added a $20 fee to the cash phone sale and can't explain what it is for. Explaination was "we just always add that on." read more

a minute ago Worst customer service. If I could give it negative 5 star I would.. I went in that TMobile store inquiring about promotion.. Instead of being greet with professionalism. The representative that work there by the name of BRITNEY. Was very rude, disrespectful full of attitude. When I request for manager she walk away with out saying anything.. Then I told her I was going reach to customer relations file a complaint. Her respond " I really don't care, cause I only have two weeks left". read more

I spent 6 hours 12/5/2016 to attempt to reset my prepaid account back to post paid. I have done this two times before without a hitch however, yesterday, was a nightmare. I have still not been able to reset my auto-pay. What is going on T-mobile? What has happened to your previous good service?? Pat K read more

If I could rate this store with negative stars I most certainly would!!! I only had one person ahead of me in line while two other people were being helped and one guy was browsing. After the woman in front of me was helped the male rep allowed the guy browsing to skip me and proc3ed3d to help him. Meanwhile a guy came in after me he was never greeted, told someone would be right with him, NOTHING! I spent my entire lunch break waiting in line. There is no element of true customer service here. Everyone needs to be retrained or fired immediately. Now I'm late back to work, thanks tmobile. read more

Came into the store knowing exactly what I needed. As soon as I said, "I need a new sim card, my new one isn't working." The Store manager James Salmon squirmed his way over and got very defensive. He said, "we can give you another card but thats not it." Suggesting that it was Both of my phones. Yeah right. He has a sassy attitude and I made sure to mention that. read more

Frank was very helpful and very enthusiastic about the business we were doing. So glad to switch over thanks Frank!

I had a great experience on my recents visits to this store. I am coming back to T-Mobile after many years because the signal has greatly improved and I no longer live in the area that had less signal. I took advantage of the trade-in special for the iPhone 11 for 4 lines. I first went in to inquire about it and Kevin and Charley were fantastic. They filled me in on all the details of the Magenta plus plan with all the features and assured me that the signal had improved since 2008. I gathered the families' phones on my next day off and went in and had Frank help me out because the other two were off that day. His customer service was second to none. As we worked through the process of getting the phones switched he was very patient and determined to get everything I needed. I appreciate good customer service and thank the guys for all the help. 5 stars read more

I've been with T-Mobile for years now through my parents plan. Spoke with people over the phone who explained the deals available to me but when I call the store they have no desire to work with me or honor the pricing I was given over the phone. As a long time customer of T-Mobile I highly recommend going elsewhere. Their service is terrible (both phone & customer) and we have always had to use an extender to get ANY service at our home. On top of everything they told me my husband needed to pay off his phone and then he'd get promotional credit and now they told me he has to buy a plan first and then pay off the phone (which makes NO sense considering he wouldn't have a phone) so we are now out that money. Would give 0 stars if possible - Verizon is working with us and being very helpful. read more

I was going to give a 5 star, however I decided to wait and see my first bill and as I expected I was being charged more then I was told in the store. I took my son in and we decided to go with T-mobile as they had a senior promotion for $60. I was told that does not include vm and caller ID and would be an extra $10 costing me $70 for 2 phones. I decided to sign up for the $70 and opt in for the discount to do auto deduction payments. My first bill came and it was $80! I was pissed and called T-Mobil. Of course I got apologies but nothing could be done. I demanded supervisor and they said it was $10 per each phone for the plus one package. I said that I was never told that and was given a price of $70. Currently I am still waiting if they are going to honor what I was told. This really passed me off because I think the paperwork was turned in after the promotion ended. It is still a good deal but I can't stand when I am given one price and then ultimately charged more! Be careful. read more

My wife and I walked in the store today to look at buying a new IPhone XR and possibly switch over to T-Mobile. I guess they did not look like the way I was dressed, jeans and a flannel shirt, because the associates spoke to us when we walked in, but other than that, ignored us. Another couple walked in a few minutes afterwards and were assisted immediately. We walked out and went to AT&T and made our purchase there...Everyone can do themselves a favor and never shop here unless you are dressed up. One doesn't have to dress like a million dollars to have a million dollars.... read more