T-Mobile store experience at 20225 US-59, Humble, TX 77338…read more Today was my worst experience with a T-Mobile store and customer service. My family and I have been loyal customers for over two decades, with 5 members using this cellphone service... Today Paulina gave us such a negative experience, from the moment she called on us, no eye contact, no warm welcome or positive attitude, it was like she didn't want to be there. After pulling information out and trying to understand the situation with upgrading another cellphone to our higher plan... wow what an unpleasant experience she surely gave us today. We just walked out and we'll have to wait to go to another location with much better customer service, or maybe it's time to take our business and money to another carrier.

Customer service needs extreme improvement. Make the drive to a different location. Very minimal…read moreinformation provided. The employee was rude and needs more training.

I've worked with AJ at this location for the past few months and I'm always happy when I see he's…read morehere because I know I will accomplish what I need and leave happy. No doubt, AJ's your guy!

This network is slower than 3G I have the latest 5G service and the IPhone 15 Pro Max and I'm…read morereally thinking about just walking away and going anywhere that can give me consistent 4G or better.. 5G would be great but I just want service that works 80% of the time...

The only reason, I am giving this specific T-Mobile even a star is because the staff that I dealt…read morewith were super polite. However, the store itself needs an improvement in their management. They need to reassess what tactics they use to bait in customers, and avoid giving them misinformation that they cannot follow through with and waste my time. My advice is to avoid this store at all costs unless you want to waste your time and be lied to. MY EXPERIENCE: On Monday (May 13, 2019), I was approached by a sales person about a promotion that was running until the day before, but they are the only store that are still running it. The promotion was to get an iPhone XR for trading in the phone and adding a phone line for $20/month. At first I was skeptical (I should have went with my instinct), but my mother convinced me into going in and at least hear what they had to say even though we were rushed. We came in, got all the price quote for a final bill and were reading to trade in our iPhone 6S for X amount of dollars additional. Right when we were ready to be checked out, the staff member said that their manager informed us that the promotion is now over, and to come back Friday when that specific promotion will be reactive. Even though our hour was wasted, we were happy to know that we would still get the promotion on Friday and would be willing to drive down over an hour for it. She gave me her personal phone number to contact her to make sure everything was good to go before I made the drive. Friday came along (May 17, 2019), I contacted her around 10:19 AM to make sure everything was in order. She informed me that yes and that she would have the phone ready when she came into work. I confirmed that we were getting the same deal (adding a line $20/month, 4 accessories, and the new iPhoneXR) for trading in our phone and she confirmed. Then at 11:06 AM, I receive a personal text saying that now the manager informed her there is a new promotion that the device requires a port in from another carrier and started defending that she just said a new promo was starting. Bottomline, I respect her for informing me well in advance that I won't be able to get the deal I was told I was going to before I drove over an hour for this only to be disappointed once again. However, this management seriously needs to train their employees to have the correct information at all times and not to lure customers with false hope and incorrect information. IN SHORT, THIS STORE WAS AN ABSOLUTE WASTE OF MY TIME AND ENERGY.

My husband and I came into the store in the deerbrook mall to get the buy one get one free…read morepromotion on the 20 note. Derek and Tyren were extremely patient, professional and helpful. They explained everything about plans thoroughly to help us switch from prepaid to post paid. They were very hospitable as well. (I'm pregnant and needed some water immediately). I asked Derek if they had water and he informed me due to COVID protocol he was not allowed to give it to me from the store. But he promptly walked all the way to the food court and got me some water on his own accord. My husband I truly appreciated that kind gesture. He wasn't required to do that. He took initiative and extra step to provide me with what I consider great customer service.

regret even giving one star. be aware do not purchase accessories for your new phone. manager…read morerefused to return iPhone cover/protector because of lack of cash asking customer to call everyday to ask if they have cash. Is this a new method of business? By the time there is cash available means that the T-Mobile has problems and asking customers to take on the stores responsibilities and giving the responsibilities to the customer. Manager is quite unequipped To handle normal every day professional business transactions that any manager should be able to handle with a little common sense would be needed. Go to a different T-Mobile. Plus customer in their late 70's meaning the Manager has a dislikes seniors and try to take advantage of the elderly so be careful. If this happens to you my advice is call 611 to get help from corporate. Manager is a very sad excuse for a manager.

This by far is one of the most attentive and thoughtful personnel, we had the pleasure to…read moreexperience the above and beyond attention and highly knowledged Tyren. After so many attempts at different location to get one of my lines upgraded with very poor customer support and service, we finally went to the right location! Tyren is an amazing representative of T-Mobile, he explained everything that we needed to understand about the best quality of each cellphone performance . He even asked about our internet service carrier and explained that T-Mobile has good and cheaper internet service. No only do we have five lines but we added the Internet service to our account as well. Thank you to Tyren!

Kendra is a super sales associate who is super committed to exceptional customer service! If you…read morelet her help you upgrade your phone, you will not be disappointed!

Horrible service. I bought a new Samsung 24 Ultra. The employee couldn't even handle moving things…read morefrom my other phone to my new phone and told me she didn't know how or why. Incompetent employees, beware. Try any other store but this one. She told me to go to the Samsung store in the Galleria to get my brand-new phone fixed. Idiots are among us!!

DO NOT DO PICKUP WITH THIS STORE BECAUSE THEY DO NOT HOLD THE ORDER YOU PAID FOR. The "manager" was…read moreextremely condescending and basically told me in store customers take precedence over pick up customers who already paid for the phone. They lie to customer service claiming the phone would be ready for pickup the next day and that the shipments are "poorly organized" and that was the explanation for a delay in pick up orders. The manager was unwilling to help and locate other stores that may have the product to fulfill the order, so they just canceled it. Avoid this store at all costs, they do not deserve the commission. None of them.

I've been a T-Mobile customer for several years, but my recent experience with their customer…read moreservice was incredibly frustrating and disappointing. I visited T-Mobile on BELTWAY & WILSON to resolve an issue with my iPhone , expecting a quick and courteous resolution. Instead, I was met with a representative who seemed disinterested, unhelpful, and at times, outright dismissive. Furthermore she told me they are not technicians!! They repeatedly interrupted me, gave vague answers, and didn't seem to fully understand the issue I was trying to explain. What should have been a simple fix turned into a long, drawn-out visit with no resolution. What made it worse was the lack of accountability--when I asked to speak to a supervisor via customer service line and a manager from the store has yet to call me a week later, I was either put on hold for an extended time or redirected without a clear answer. I left the call feeling like my time was wasted and my concerns were ignored. I expect better from a company that promotes itself on customer satisfaction. If T-Mobile wants to keep loyal customers, they need to seriously invest in training their reps to be more attentive, respectful, and solution-oriented.

Went into this location to upgrade my phone and there was quite a line with only two people working…read more(manager in back room); after two hours of waiting Marcus P assisted me. Marcus was professional and knowledgeable about the product but was unable to help me due to system issues with T-Mobile. He told me he would call me when the system was up and running so I could come in and finish the upgrade (honestly doubted he would call) surprising he called later in the day. Kudos to Marcus for going above and beyond when the manager was sitting in office while 10 or more customers were waiting (almost 2 hours) and that manager should have been helping customers. I hope T-Mobile treats good employees like Marcus P well because he deserves a raise. Thanks Marcus P for following through and going over and above

Went with Verizon a year ago and I Love it!!! Better all around service and signal. Overall cost…read moreper phone for me and my employees is definitely a bonus from what y'all charged. What's even better is they didn't want to call the cops on me for not wearing a mask AND they loved my Trump 2024 t-shirt! Booyah!

I went in today for help with my iphone 11. I was immediately greeted by staff near the door and…read morequickly offered help by Rick. My problem with email was due to my foolishly downloading a cleanup app. Rick was very helpful and resolved the issue quickly, explaining as he went through the steps. I felt like an idiot when I walked in, but Rick was gracious, professional and friendly. I very much appreciate his help. Rick is an asset to your business!

Warning! Deceptive Practices!…read more My mom recently visited this T-Mobile location looking for a lower monthly phone bill for her and my dad. She was offered what seemed like a great deal--$90 per month--with the added bonus of two new phones. She was told she could swap out her current phone and only pay taxes on the second phone. Based on this information, she decided to switch from Verizon to T-Mobile. However, the next day, she discovered that the promised price was not accurate. Her actual bill was going to be significantly higher than what she was paying with Verizon. Concerned, she returned to the store to clarify the discrepancy. The sales consultant admitted, "Oops, I gave you the wrong price." Unfortunately, by that point, the store had already taken her original phone, shipped it off, and left her with no way to return to Verizon with her original device. She ultimately had to go back to Verizon, but retrieving her original phone from T-Mobile proved impossible--even though she returned the very next morning. The store claimed it was already in the warehouse and out of their control. As a result, she now has to pay $150 ($75 per device) to return the two T-Mobile phones. On top of that, since she couldn't recover her original phone, she had to purchase a new one through Verizon, increasing her overall costs even further.

Run!! do not walk away from this company..RUN!! They are awful, suck you in, rip you off (i.e., I…read morereturned the "tower" in the correct fashion they advised me to do...what I got was a $295 charge for a "damaged" unit!! ). No matter how hard you try to talk with them, they don't care!! They gauge!

We needed help canceling service with AT&T, so I stopped by this FM 1060 location, and Garrett had…read moregreat knowledge and the willingness to help. Thank you, Garrett, for taking the time to help. You made this so easy after the nightmare with AT&T. Amazing customer service, Garrett!

The manager was the best here!!! Had an amazing experience especially compared to other locations…read more The manager was focus on providing a solution and not a sale, it's rare to find these days. 100% best service!!!

In a nutshell: My rep was a gentleman named Israel very respectful and courteous. I recommend him…read moreeach time. And he is very patient with all and any questions!