Terrible store. My adult son took his At&t iPhone to this store to trade in for new phone. I am the only authorized person in my account allowed to make any changes to the plan. This store took the iPhone in trade and he opened a new service with them. I was never called for authorization of this transaction or trade in of a phone in MY NAME. They said they didn't need my permission as he was an adult. WRONG!!! I called T-Mobile customer service and they told me this was not their way of doing business and I should have been notified before the transaction was made. Told me they could not help and that I needed to have that store do the right thing. They did pay most of the remaining balance on the contract I had on the iPhone but only because I had no choice due to their refusal to reverse the transaction. To me that was pretty underhanded and is not T-Mobile policy. STAY AWAY FROM THIS STORE!!!! I would rate a 0 star rating if I could have. read more

I do not recommend T-Mobile on Route 60 in Lakes Wales FL. Terrible customer service. I am a snow bird and have purchased a home internet for last three years. Every year they will not let me return the home internet back to their store. They tell me I have to call customer service for a return, package it and send it back myself. T-Mobile customer service tells me they can do it but they won't. This year I found out I can return it to another store. So I took it to the store on US 27 in Lake Wales and they took it back with no questions asked. That's where I'll be taking my business from now on. read more

I wanted to address that we switched our services to t mobile from Verizon and they was given several promotions and rebates one was paying off your phone if you had a balance and giving a rebate for switching you lines ...Now we been with them for two to three months now and I kept getting denied for what was promised after me kept calling the only one I received was the promotion for paying off the phone and the Rep I talked to was awesome she walked me thru everything and sent the Visa card for that immediately. Also afterwards she called me to make sure everything was still good . Now fast forward I am still waiting for them to approve the funds for importing my lines they keep denying it saying it was incomplete how when we been with them for three months and our automatic payments been set up PLEASE MAKE THAT MAKE SINCE - Also contacted them several times and all the keep doing is re submitting the claim and saying I won't have to wait I promised you shall received it the next day here it is going into another month and I still haven't received it .. they also perceive to call me just to say I'm sorry you haven't received it yet but I reassured you will soon you won't have to wait IM STILL WAITING I JUST DONT UNDERSTAND HOW THE FIRST REPRESENTATIVE WAS ABLE TO GET OUR CARD THE NEXT DAY WHEN I TOLD HER IT WAS DENIED FOR PAYING OFF THE PHONE AND THE NEXT REP CANT read more

DON'T GO HERE!! I struggled with going to this store because of the unprofessional experiences I had before with bad customer service. I was in a hurry though and this T-Mobile is the closest. Unfortunately, today was more of the same. I simply asked for 2 adapters and plugs. It took 5 minutes for her to understand what I needed. Finally, I purchased two charging cables. However, I was given one wrong one. I found out after I left the store and got home. I went back. There were no more of the 4-foot cables left, only 6 ft. cable that cost more. Because of my inconvenience, I asked the rep to ask the manager (not in the store) to give me the more expensive one as compensation for my being inconvenienced. His answer was no. I've learned my lesson. I will not go here again. read more

How is it that I can have top notch customer care with every other T-Mobile customer service agent or store, and have this store fail in such a spectacular way? Do yourself a favor and drive past this store and go to the Ridge Way location. No, the task that we were asking assistance for wasn't easy or straight forward, but the Ridge Way staff at least knew how to troubleshoot in an appropriate manner, de-escalate when needed, and get assistance from their home office to find a solution. Highly recommend T-Mobile but stay away from this store! read more

DO NOT GO TO THIS LOCATION, maybe they will close down if they do not have any business. the location manager is awful, very unprofessional and her knowledge is below standard. She would rather tell you what she cannot and will not do rather than what she can and will do for you. If you pay as much for your service as I do monthly, you would expect more. When I asked who her boss was she replied she said she was not sure he was new. the turnover at this location is pretty bad too but now I know why. Switch to another carrier like I am and stay away from Tmobile. The managers are always the rudest and loudest employees and yet are the ones with the leaast skills and abilities. read more