Horrible customer service, after you have opened a line with them. They offered me a T-Mobile rebate card for transferring my number over to them and it got hacked before I could even use the funds. Neither customer service nor this location have been helpful at all. This sucks because at first both aadi and Matt were amazing. Addi you should turn off your received notifications because I can see when you read my messages and decide to ignore me. All while I'm desperately asking for help to resolve this crazy issue. read more

I think T-Mobile is awesome. They make customers feel important and take the time to listen to individual needs. Tristan at this store is excellent! He was patient and knowledgeable and was able to give me all squared away with a new phone pretty quickly! read more

Matt W. And Aadi V. We're very helpful. My brother and I were greeted as soon. As we got in even though they were busy. Ladies was extremely helpful and took me through all of the options I had for adding my brother to my line. Hats of to both of them, but a VERY big thank you to Aadi, as Matt was helping other customers much of the time. Well done guys. read more

i used to have Spectrum and nearly every week they would be out of service. I changed to T mobile and have not had one problem- with my wireless or my cell phones. My cell phone was infected with some malware and i went to their store by on 2499 and Justin. As usual, all the staff was very friendly, courteous and professional. I met with Geoffrey and told him about my problem. Normally, you go to cell phone stores, I find, that if they think that you are not going to buy, they are not as enthusiastic. But Geoffrey is special. He spent almost an hour and half, and worked on phone patiently and professionally, and also continuously explain to me what he was doing. it really was a pleasure to have Geoffrey help me out. Thank you Geoffrey. Thank you T mobile. read more

My recent interaction with T-Mobile has left me profoundly dissatisfied. Despite being enticed by a promised online deal, my visit to the store was marred by a hurried atmosphere and an unforeseen $35 activation charge, starkly contradicting the advertised terms. The service provided by Johnathan Osuagwu plummeted T-Mobile's customer service standard to below zero. His default response to every query was, "Call support; they will take care of it." If that's the case, why work in the store? Mr. Osuagwu imposed the connection charge to fulfill his activation quota, disregarding the evidence of my T-Mobile offer visible on my phone. While sales goals are understood, prioritizing customer service should prevail. I asked who is the regional manager for this district I expected him to say contact support this time he handed me his managers card Joseph Terteault . With 16 years of loyalty, dating back to the voice steam era, this experience has prompted me to reconsider my allegiance, contemplating a shift of my 9 lines to AT&T. In essence, this encounter has deeply undermined my trust in T-Mobile, a sentiment shared by a very loyal customer. If possible, I would assign a negative rating to this location, reflecting the unsatisfactory treatment I endured today. Rest assured, I will disseminate this review across my social media platforms, ensuring others are aware of this disappointing experience Related assured I will be contacting T-Mobile's Executive Offices at (425) 378-4000 on Tuesday or till I get a hold of someone ! It is not the $35 it is the fact that I get treated like a piece of garbage when I asked for an online offer that's not going to make a store employee any profit! read more

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Three years ago, we ended our two decades with Tmobile to try out a competitor. Unhappy with that experience, we returned to Tmobile and our first stop was here. We were bringing four phone lines with us and adding a fifth. We expected, and had, a very long day doing so. It's not unique to this store, nor this carrier, but these transactions consume time comparable to purchase of vehicle. We were greeted right away, and the associate helping us was professional and polite. He only had four phones for us and located our fifth phone at a store about fifteen minutes away. In total, it was about four hours to get our four phones moved over. That's the only reason I can't give five stars. That process has to change someday, it hasn't improved in decades. read more

WOW I can't believe this store the level their service is not where it should be. I don't know where the breakdown is but I went in to simply add a new phone / line and a second phone with two lines on one phone they said no problem we picked phones / paid a few hundred dollars and then we to activate phones and they couldn't do what they said they could we sat through many call to tech lines and lack of response only to be told uh sorry we can't do that we can sell you another phone for $900 dollars that can do it so we said ok then after another hour they said sorry we can't do that I am not sure why they don't know what they can do and what they can't but I ended up spending 5 hours with back and forth if we can do that then sorry we can't do that only to scrap the whole deal return both new phone and get us our old phones back read more

T-Mobile - T Mobile store Highland Village - Mobile Phones Near Me - Lewisville, Texas

Let's leave the conversation about phones and talk about real personal customer service. I recently experienced a major loss in my family and who really stood up made a difference My cell phone companies customer service representative. I don't have the space here to fully tell the whole story but believe me there are some real human beings out there. Thank you Luka Vasen read more

We went to the Highland Village Tx store to transfer data from an older iPhone to an iPhone 14 and buy an iPhone 14 for my wife. We were helped by Trent. He was knowledgable, had a friendly demeanor and great a sense of humor. He was a pleasure to deal with. He is definitely a valuable asset to the company and this store. read more

Jim is the man. We have been very frustrated with T-Mobile lately because other T-Mobile stores couldn't assist us with our formerly Sprint accounts. We visited this location, and Jim patiently worked with us to completely fix our accounts. He even helped us find better phone plans to fit our needs. Jim just saved T-Mobile two customers who would definitely have switched carriers otherwise. read more

My phone had been restarting itself since Sunday night and after trying everything over several hours with tech support on Monday, it looked like I was going to have to admit defeat. I walked in Tuesday afternoon from a heavy rain storm and Andres immediately greeted me. I was not in a good mood, the phone wasn't quite 3 years old yet and purchasing a new phone wasn't on my list of things to take care of. I told him my issue with my phone and that I needed a new phone. I was really clear on what I was looking for, and more importantly, what I was NOT looking for, but I didn't mention any specific models. Actually, I had briefly looked on the website and had 3 in mind as far as size and price went, but wasn't sure if I would like them, so I didn't mention a specific model. When he immediately led me to 2 of the 3 models and started comparing them, I was really pleased! Later, I saw the third model and it wasn't what I was looking for, so he definitely listened well and found ways to fit me with the best option. Believe it or not, my biggest concern was size. I have really small hands and hate how big phones have gotten. If I'm dropping hundreds of dollars on a phone, I don't want to constantly risk dropping the phone if I'm not holding it with both hands. I drop phones enough as it is, no need to create more obstacles for myself, lol! He was really knowledgeable about the devices and the accessories. I am so pleased with the Tech 21 case and screen protector and what I learned about the company. Andres wasn't just helpful, he stayed late past his shift to finish up with me. That experience was 5 stars! Later, it turned out the phone was defective. Nobody's fault, these things happen. Customer care had me go to my local one (due to the time of night) to do an exchange, which was seamless. Since that team stayed after close to help me, I rushed out to let them close and didn't realize the screen protector was misaligned until I got home. Since this is the location that originally helped me and sold me the products, I emailed Andres about it and then later followed up with a phone call. I explained the situation and asked if they could reposition it in a short period of time between work and a doctor's appointment. I gave the time frame and was told to just come in and they would take care of me. I arrived as the assistant manager was leaving, who said someone would be right with me as he headed out the door. I waited for 7 minutes while the only 2 employees helped their customers, but nobody else came on the sales floor. This was half the staff as the previous afternoon. I left without either of the employees acknowledging me, giving me an ETA or calling someone out onto the floor. I understand T-Mobile gives their customers full attention, and it's one of the reasons I've been a loyal customer, but eye contact would have been nice. The other location at least takes my name and asks my purpose, before asking me to take a seat. I could have given it another 8 minutes before risking running late for my doctors appointment, but took the signals I was given and deduced I shouldn't waste any more time. I wish I had been told that time frame wasn't ideal due to staffing before I wasted the trip, that was my entire reason for reaching out ahead of time. The last interaction wasn't a great impression, but it doesn't counteract the good interaction or the continuing great service I've received from T-Mobile as a company. It just makes this store 4 stars instead of 5 stars in my eyes. *** Update: I stopped back Thursday and Chris and Dennis immediately took care of me. They ended up replacing the screen protector perfectly while giving outstanding service and making me feel like a valued customer. I can't argue with statistics, overall I'm very happy with this location. 5 stars again! read more

My husband and I came here to see about upgrading his cellphone. We were helped by DeMarcus who I believe is the store manager. He was amazing!!! He was so knowledgeable about the products and really was about helping us and getting the best deal for our plan type. My husband said he would totally feel comfortable sending my mom here alone to talk to him about any questions she may have about her phone. She is not tech savvy at all so this was a big deal to him. DeMarcus got tied up with something else so he had Alex finish up the transaction. Alex was really quick to process all our needs, knew a lot about the phones, was able to make recommendations, and he was able to refer us to awesome food places in the area. Completely unnecessary to the review, BUT this proves he was super personable. We were there for some time as we upgraded our phones, looked to adjust our plan, and purchased new equipment. He also let us know we were eligible for free items so we had to take him up on that offer. I felt like the employees at this store were really all about helping the customer. Though it took some time, it made the experience so much more enjoyable. With my new phone, I purchased a screen protector which they offered to put on for free. This is awesome since I'm terrible at it. Alex tried the first round and the corner of the screen had a ton of little dots. It made the screen look bad so DeMarcus approved another cover to try again at no cost to us. Another employee, MJ, tried to put the screen cover on. Same issue. It appeared it was a defect in the cover. They apologized profusely and then paid for a more expensive cover and put that one on. Again, at no cost to us. They wanted to ensure that this cover was perfect. While MJ was putting the screen cover on he filled us in on the latest updates on our new phones, what we should download, and what we should expect. It was amazing. The screen cover looked perfect. They all offered another free cover should this one not last the night / week / etc. The customer service here was by far the best I have ever received at a T-Mobile and almost any other retail location. I will most definitely be back and would highly recommend them to anyone in the area. Especially for those that are not super tech savvy. This is a location that won't take advantage of you! They really just want to help!!! read more

If there is a way to leave no stars, that is what I would Choose. Is T-mobile going bankrupt? Could they possibly hire another employee at this location? I have considered switching to another provider then use this store. I would rather drive to another city then suffer another moment here. We waited an hour. At 7 pm on a week night. A WEEK NIGHT!! To do our insurance! I'm so flabbergasted. I'm at a loss. I can't think of a crappier way to waste an hr!!! Then we had to wait another 30 to switch over. The customer service was okay but jesus get some employees! I can't imagine having to suffer through this if I was PMSing. I might possibly blow a gasket. At least offer beds if you're gonna make us wait. read more

MJ at T-Mobile Highland Village is beyond amazing!! My husband, daughter and I stopped in yesterday to inquire about a new phone and possibly switching from AT&T..... he was so helpful and informative! When we left he gave me a business card with his personal cell phone number... I've texted him with a couple of questions this morning, and he responded so quick! If you need help with something or just shopping around, I highly recommend MJ at T-Mobile Highland Village! read more

The service at this store is exceptional. MJ is always friendly and helpful and an artist with a screen cover!

The staff here is absolutely top notch. I've been going there several years and feel confident with their advice and guidance. The store has little turnover which speaks highly of the manager and the sales staff. If you live anywhere near this location, go here. read more

Stellar service switching to T-mobile $50 unlimited from seven years at AT&T unlimited at $238 month. MJ made it a simple, positive easy switch over keeping my same number. He contacted ATT to release by number at midnight, I returned the next morning had everything working perfect in 10 minutes. MJ helped me open a new company account to switch over my employees too. Highly recommend MJ and T-mobile! Excellent decision to switch. Semper fidelis, Dave read more

Worst service of all carriers and stores. Slow, slower than a Sprint LTE service plan with 4 lines. It would be faster to order your phone online and get it FedEx home. Really. They charge Jump On Demand but when it's time to Jump please think about it. You're jumping into waiting 2 hours ofit will be 5 minutes and you're next. As a matter of fact I'm still waiting as I write this review. True story. Never come here. read more

My husband and I went here to talk about jumping to the new iPhone 6s. We didn't assume they would have any in stock since they were just recently released, but went ahead and asked for the sake of asking. We worked with Dennis Tuner and he was absolutely fantastic! They ended up having two left (perfect!) and he worked to make sure we got the best deal. We actually ended up leaving the store with two brand new phones for $0! Although Dennis was our main helper, we interacted briefly with the other employees and everyone was very friendly. We had an awesome experience! THANKS DENNIS! read more

If you can give no stars to this I would. I was hoping to buy a new phone today and had looked up hours so that I can plan my day a little bit better. Online it said they open at 10. Well that's a lie. Me and two other customers waited for about 5 minutes and realized they weren't going to open for awhile. I called the store just to see when they would open. I talked to Dennis who was mentioned as being so helpful and great in a previous review and he flat out told me that they were supposed to open at 10 but they were running behind so they'll open at 11. I would have come up with a better excuse than that. I am seriously considering switching carriers because of the lack a seri ice all round! read more

Went to this store on a Monday evening to buy a new data plan. I stood 55 minutes in queue (there were only 2 people in front of me), but the two store clerks couldn't get to me. When I finally left in disgust there was STILL one person ahead of me. This is probably not the employees' fault, but T-Mobile's POS system (point of sale? piece of $#!#? You decide) Will never go back and will never try to enroll in a T Mobile plan. read more

I have spent 3 hours of my life trying to get T Mobile to help replace the faulty phone that they sent to me. After two hours on hold and a massive run around they sent me from manager to manager and multiple disconnects I was finally told that my replacement business phone will be received in about 5 days. Who do you know that can wait 5 days with a business to call people back? I then received a call today and I was told to go to T Mobile Highland Village to get a phone. The manager at T Mobile said that they wanted to keep my business and told me to come to this location and pick up a phone. I have been lied to and there is no such phone and the manager here has no idea what I am talking about and all but said I was lying. I am going across the street to ATT and transferring my business lines to ATT. I do not recommend that you use T Mobile for anything much less your company phones. Unreliable, slow response time, bad service. read more

Went to shop for phones for 3 people in family. 2 of us already had T-Mobile phones. Ms 'Maddi' waited on us and we couldn't be MORE pleased w/ our experience. She was MOST helpful & informative...she took extra time to explain various features & benefits of multiple phones (mostly to me---as I don't know a whole lot about cell phones other than talking & texting). We kept her there slightly past closing time....and she was 100% accommodating. We ended up purchasing 3 new phones! We would definitely recommend this T-Mobile store to friends and family in the future. read more