I purchased a new I phone 15 pro max and have been making payments on it. I never received a phone. Did not get a call or text and figured they must've canceled the order. Come to find out I have been paying monthly for a phone I never received and they don't know where it is now. Their answer was, "there's nothing we can do". They are crooks, be careful who you're doing business with. read more

Waited for about 20 minutes to be helped, was blown off for an issue that took me 2 minutes to fix. The guy said he was going to help another customer while I took care of it, which guaranteed I would be there for another hour. After fixing my issue in two minutes, waited for another 20. When it became apparent I would be there much longer, I just left. I was simply there to drop off a trade in. Shouldn't have been that complicated. read more

Quick, polite service. This store is well stocked with phone models with employees eager to help.

Not sure what all the bad reviews are about, my wife and I's experience was wonderful. Everyone was kind, and Nick, who helped us switch over to T-Mobile, was amazing and gave us very efficient service while having a great personality. We are very happy! :) read more

I purchased an i phone. brand new I phone 13 a week ago the screen pro rector thorough this store . the screen protector failed .because I like the coverage with apple care 100% better the assuron insurance is supposed to cover the phone and screen cover .in short if you. don't put all your money with them it's pay for a different cover and case and add insurance . T. mobile is all about making customers pay pay pay though I have apple care that doesn't count .one week the solution was buy the case from them with no warranty on the case or screen protector . megenta customer means nothing when in comes to customer care I don't owed much I paying my new phone off and getting it unlocked and going to a way better carrier will never step in the store again T mobile rips off the consumer with this special warranty I don't recommend them to any one poor service read more

Ben who is supposedly a manager was very rude asking if I was done talking when trying to tell him what the issues with my product are I would highly recommend going to any other T-Mob because they obvi don't know how to treat their customers read more

I like t-mobile but they lied about 5G. I live in Jacksonville FL and it doesn't work inside any building not even my apartment. So if you're going to switch or considering buying a 5G phone I'd not waist my money until the issue, which I'm certain is a nation wide problem, is resolved. read more

Just moved to JC not long ago and this store is located a not far from my office. T mobile Tuesdays had an offer for 50% off a charging accessory so decided to looks and see what it applies too. Immediately as I entered the store, i'm greeted and asked what my questions were/what i needed help with. I explained and was pointed in the right direction. Both staff members I encountered were friendly and courteous. The staff were handling multiple people simultaneously and did not seem to skip a beat providing great attention and sen/ice. The staff here were great and keep an account of all the people who entered the store and made sure they noted to make sure they were handled in order. I will def come back to this store, and I recommend people go here too. Customer Service is what keeps a business around. read more

Although T-Mobile might be the right cellular carrier, this store has a tendency to screw things up. People SEEM helpful and competent but the results has us looking for ALL our future T-Mobile support for upgrades and changes to our account through T-Mobile's 611 Support number. Maybe it's the manager's example, after getting news of my bad T-Mobile survey asking about the store, he called and after all of 4-minutes he couldn't wait to get off the phone claiming "he was glad they fixed it". The STORE had nothing to do with the fix that took an excruciating 24hrs to complete. Super long story Super Short: We had bought an extra iPhone a few months ago to take advantage of an Apple Watch offer. We didn't activate that new iPhone that day because that same manager decided to upgrade my iPhone's operating system without telling me that was what he was doing. I have several business related apps on my phone that I would have preferred to confirm compatibility before jumping ahead with an iOS upgrade. Fast-forward to the other day when we decided to go into this store for a sim card for the extra iPhone. Bottom line, the actions of that salesperson CANCELLED my main number, added another number that was not associated with ANY sim card, and ported in my wife's number from another carrier with the wrong port-out code. The account jumped from a 55 UNLIMITED plan (that apparently is LIMITED to 2-lines) to a much more expensive plan that probably paid a commission or 2. While we were waiting for the other iPhone to port in, I noticed that my iPhone went dead. I checked the status of the account online and saw that my main number had been removed from the account. Minutes later I got a call from T-Mobile support and rinse repeat for the next 24hrs. Guessing a dozen calls to and from T-Mobile's 611 Support line before getting everything recovered and back up and running. read more

I rarely leave reviews at all. However, the poor customer service at this store necessitates leaving a review. My husband and I were quoted a certain offering to add his line onto my account here and upgrade our phones. When we came to actually do this two days later when the promotion had started, what was quoted was very different. The sales rep was also very difficult to follow. There were multiple very frustrated customers who came in while we were there for over two hours on a Friday night. read more

Sprint /T-Mobile are now one company. So avoid both when it comes to your mobile service. Their plan on leasing phones for 18 months, in my opinion, screws customers that don't upgrade phones at 18 months. Just found out that my account is over 24 months, which means I paid off the three phones that I have, but Sprint/T-Mobile has continued to charge me for the phones and refuse to refund the cost taken from me or work with me. They rely on the issue of it being in the fine print, but that doesn't make it right. I spent an hour on their Chat. Asked 4 times for a manager but never had a chance to talk to a manager. So, if you're with Sprint/T-Mobile run away at 18 months. If you're looking for a mobile provider, just keep walking. There is nothing worth seeing here. read more

I've been a T-Mobile customer for 5 years. Paying an average of $185 a month for two lines. Broke my phone. Went into the store and they couldn't help. They referred me to an insurance company. Paid $175 for a used phone to be sent to me with a cracked back. Called and complained nothing was done but assured if anything happened to the phone I would be taken care of. Two months later moisture gets in my waterproof phone and it dies. Call them and was told another $175 was needed to replace the phone. I've paid $22 a month for 5 years for absolutely nothing. I can buy a used phone refurbished for $150. Now back to the store. Went in to have that line taken off my account. The guy said he couldn't take the line off my account. What is the store for? Can't get your insurance taken care of, they can't alter your account, and they won't help tailor a plan for you. I went to Verizon. Cheaper, better signal in my area, and no run around. Thanks T-Mobile for nothing. read more

I left Verizon for T-Mobile, I purchased my own unlocked phones and entered into a Veteran plan, I had been with Verizon for years and was always getting the short end of the stick, added fees, changed plan, several times, suddenly I get a letter that was dated a week later than a cutoff date to reply to it, that letter was to upgrade my veteran status, I asked the question to their manager, How do I stop being a veteran? she didn't know, but it still didn't stop them from raising my plan to over $200 for 3 phone lines, that were all my own paid for phones, they wouldn't change it back. My plan had run out that locks me into their Thieving plan, I started looking into unlocked phones as mine was getting old and my sons was broken but working, I bought 4 new phones as I was adding my Granddaughter to my plan. I went to T-Mobile on their veteran plan and got 4 unlimited everything plus free Netflix, for a flat $100 a month on their paperless billing, they have never tried to do me wrong, I guess the reason is because I don't try to complicate things, I go straight on top of the table, I know and understand what I am getting before I jump into anything, not like some of the negative ratings I am seeing. I can't say enough good about T-Mobile and their customer service. I ran into a problem with coverage inside my home, They immediately told me about Wi-Fi calling where you can use your own Wi-Fi signal to make your T-Mobile connection, the most valuable T-Mobile asset , I live in a brick house and the Wi-Fi don't reach all the rooms, They sent me a Wi-Fi hot spot that solved all my issues, I was having problems connecting to T-Mobile from inside my business metal building, they sent me another hot spot that works inside the building, No, I can't give T-Mobile anything but a 5 star review, in the next week, I am upgrading a couple of phones adding a line that I currently have with Comcast, I am getting rid of that other group of bandits, Comcast. T-Mobile has phones that you can't beat the deals for, phones that are under $200 that you can pay for monthly or simply purchase them outright for the same price you can buy them for in most any place. The phone I am replacing that I have with Comcast, T-Mobile will get that number from Comcast and use it on my Cell line is also my business phone. I can honestly say this. If you take a problem to someone that can't be fixed from another, don't expect that problem to be corrected without a little work and understanding, salespeople are just that, salespeople, I see some problems being blamed on T-Mobile that would be a job to fix, even with the tech dept, so, don't blame your own self-inflicted problems on salespeople. I see where phones are broken that the insurance carriers not working with them blamed on T-Mobile, first of all, look at your phone insurance, these policies don't offer you a new phone if you break them, you have a copay and you get refurbished phones, the copays are usually more than you can buy a used phone for. The best policy for phone service is, to purchase your own phones, unlocked dual sim, this way you can walk away any time you like without charge. Please, don't give a company a bad review if you are part of the reason, you give that bad review. read more

Last week, our goal was to add a line for my Veteran Dad to our current (Veteran discount) plan and it has just turned into a huge complicated mess!!! As my Dad was in this J.C. T Mobile store looking for user friendly phones, he had a positive interaction with rep. Caleb who educated my Dad on different phones and started discussing possible plan costs. My Dad then called me so I could give Caleb our account info for him to look at our current plan, and give us specific pricing info. After the three of us discussed this in detail, I did a final confirmation of pricing, and then approved the account changes. As I hang up and my Dad drives home, the official T Mobile transaction emails arrive in my inbox. They showed completely different pricing than what I had just approved minutes ago, with us being charged a much higher monthly rate. So, I immediately called Caleb to tell him the paperwork did not match the deal we just discussed. That would have been the perfect time for him to address any "honest in good faith" mistakes that might have been made. Instead, I was assured "it will all work out, and if I had any further problems just call him back." I had just been brushed off, but I continued to trust the words I was hearing. Always trust your gut feeling and intuition!! Later, I had my husband look at the documents and when we called again, Caleb was very sorry for the mistake, but could do nothing to fix the situation because he "can't change T Mobile plans". WHAT?? No matter how nice or how "sincerely" sorry, this is total BS and a clear case of BAIT AND SWITCH. Long story short, we had to intervene from a distance to try to fix this mess with the manager Jason over the phone, while reassuring my Dad that he was not causing us problems. After a positive conversation with manager Jason, who was very professional, we came to a compromise that seemed to resolve things. However, coincidentally, now our phones have trouble staying in service most of the time. I wasn't even going to write this review because I felt like the situation had been worked out to best serve all parties and I tried to convince myself the "no service" thing was just weather/etc., but today was the final straw. Both my husband and I had no use of our phones for the entire day: unable to make or receive calls or texts, and absolutely no internet service available. He did not find this out until he had driven an hour from our house and was stranded with no way to communicate. Luckily, he was able to dial 611 and direct call the main T Mobile customer service. The rep stated the problem was a result of a "box being unchecked" at the store location. When did that happen? I don't even know what that means at this point. As soon as I got service back, I called my Dad to check on him. This "no service" is concerning to me, especially with my Dad living in the country. Prior to this situation we were completely happy with T Mobile and the phone coverage in our area was without problem. T Mobile is a good company with competitive pricing, so there is no need for "mistakes", especially when it comes to disrespecting an elderly Veteran. Overall, my message to consumers walking into this store....no matter how nice, polite and friendly the rep is, what they tell you, or how much they re-assure your concerns or questions, PLEASE make sure that the information in black and white matches what you were told when you sign your name to the agreement. Reading before you sign is just good practice in life, and something my Dad strongly ingrained in me as I grew into adulthood. However, T Mobile makes this difficult because, unfortunately when you are electronically signing in the store, you can't see the information you are agreeing to. I am frustrated and disappointed that what should have been a simple transaction turned into such a time-wasting complicated mess. Update: Another call to 611 tonight as we just discovered on tmobile.com that all three of our lines had been changed to my husband's name only. Re-assigned the correct names to the right phone numbers, and updated my Dad's address for 911 purposes. Seems like a lot of coincidental "mistakes" happening.....buyer beware. Further update: we also discovered that my name and email were both completely deleted from our T-Mobile account which has also affected my ability to access my T-Mobile promotion Netflix account that I have consistently been using since we first started up with T-Mobile. And, looking at our online account history I see that our account was indeed accessed at a store yesterday. At this point all I have to say is good luck to you because ya'll picked the wrong Daddy's girl to mess with. read more

I went to TMobile for a screen saver. They told me they had one to fit my phone which they installed for me. A few days later I was having problems and noticed that the microphone, selfie camera and flash were covered by the plastic. I went back to the store and the salesman cut the plastic around all three items. I still was having problems because the new hole over the microphone was too small. When I went back again another salesman on duty said there wasn't anything they could do. The manager then came out, and while I was there made a hurried jagged cut. There was no offer to replace the screen saver. My phone works now but looks terrible. I will never go back again. read more

Horrible customer service. First time walking in this store. I was the only customer in the store and the guy working acted like I interrupted his 5-course dinner. He had no knowledge of a plan that I found online nor did he offer to help. I was more than happy to go to another wireless store and drop 4x the money would have spent today--to avoid doing business with T-Mobile. read more