Update: 09.24.25 (afternoon) response to business: "sorry for the wait" doesn't even begin to cover the issues I laid out. My review wasn't about time alone it was about the careless way the situation was handled, the lack of real help, and the condescending attitudes I experienced. To brush all that off with a one-liner apology only proves my point. I wouldn't walk back into this building if it was the only door left open during a war Funny enough, I just called the store to ask who the store manager was turns out it's Chris. The same Chris who, during my visit, noticed how long I'd been there and even mentioned there was a faster transfer method, yet never actually helped me. So to whoever answered the phone, I made sure to pass along a message: Chris can take his condescending response and send it exactly where the moon doesn't shine. A formal complaint with corporate has been filed as of 09.24.25 @ 3:05 pm CST enjoy that call our conversation was great :) Original : 09.24.25 (morning) I debated whether to even write this review, but after thinking back on my experience, it definitely deserves one. On Monday, September 22 around 10:45 AM, I went in for a warranty exchange. At first, things seemed fine the gentleman who greeted me was polite and called a manager to bring out the replacement phone. Right away, I noticed two issues: the phone wasn't the color listed on the box, and there were scratches on the lenses. I brushed it off since it was an exchange. The real problems started with the setup. The replacement phone arrived with less than 20% battery, yet no one bothered to plug it in, even though Apple updates require enough charge. I sat waiting while the phone died, and had to flag someone down just to get help. Once it was charging, the update still wouldn't start. Instead of troubleshooting, the tall associate just kept saying "give it a second" without doing anything. I ended up fixing that myself by restarting the device. Next came the transfer. iCloud wouldn't progress for nearly 10 minutes, and again I was told to "just wait." Only after I insisted did the same associate force a shutdown, which temporarily worked. At one point, another employee named Chris noticed how long I'd been there (now approaching two hours) and even mentioned there was a faster transfer method they could've used but it was never attempted. Instead, I was pushed toward a phone-to-phone transfer that could take nearly two more hours, even though I made it clear I had a meeting coming up. What frustrated me most wasn't just the wasted time but the dismissive attitudes. The tall associate kept offering empty suggestions instead of actual help, and the woman I dealt with carried herself with a superior, condescending tone that I did not appreciate. Honestly, from the moment I walked in, I noticed weird looks and a general lack of welcoming energy, which made me feel my presence was a problem. In the end, I canceled the entire exchange, got my money back, and waited until I returned to Florida to do the exchange properly and with no issue. That says a lot. I'll be contacting T-Mobile corporate and customer service because the way this was handled was careless, unhelpful, and disrespectful. Customers shouldn't have to troubleshoot their own warranty exchanges while staff stand around offering excuses, condescension, and attitudes. read more

Good service, they did try to up sell me. Not fan of that approach. Very busy store, need seats.

Stopped in last week because of a software issue with my phone. They were unable to assist and recommended a local repair shop. I asked what my phone payoff amount was because I knew the payoff was getting close and I was fully prepared to upgrade my phone. Instead of looking it up for me I was informed that I could get that information by installing T-Life on my phone (which wasn't working). It should also be noted that there were more T-Mobile associates than there were customers. I'll be paying off my phone and going somewhere that treats their customers much better. read more

We have been Sprint customers for a very long time, now that it is T Mobile we upgraded our phones and plan with T Mobile. Everyone in the store was very helpful and knowledgeable about there product and plans. In short best customer service. From my experience I highly recommend. read more

So I switched over to T-Mobile and I had to get my sim card put in. I also had to change my number over as well. There were many questions asked and much information to supply; however, everything was resolved. The guy, who had helped me, I thought came from Australia and he actually stated he was from North Carolina. Interesting. He sounded like that stork off Vlasic pickles. :D No, but all in all he was courteous and the other guy, on the shift, was also quick as well. He liked to stress that he had "10 years of experience at this place" and surely he could change a sim card. read more

The T Mobile rep, Christopher, was a great help! He met us at our car, as there were people already in the store, and switched my sister's phone data to her new phone. He went above and beyond in terms of helping us. We really appreciate the service that Christopher gave us. This is our favorite T Mobile store. It was an A+++ experience! read more

I had the best experience I have had in awhile in a retailer. The entire team and management were friendly and helpful, but Rashaem was amazing! He was patient, knowledgeable, and even though they were busy, he greeted every customer that came in, while giving me all the information and assistance I needed to switch from Verizon. I have been in Retail for 20+ years, and I will absolutely recommend anyone to shop at T Mobile on Richmond Rd and ask for Rashaem! *Sorry if I misspelled the name read more

Due to work obligations and a destroyed personal cell phone, I had to cancel my TMobile account and move to AT&T. And when I went into this store to put a credit on my account so I wouldn't get a 200 bill for early termination, one of the employees (who wasn't even the one helping me and was on another register) became belligerent toward me for no reason whatsoever other than I had to cancel my account and I was trying to pay my early termination fee, well, early. He kept screaming at me to listen to him while he kept telling me I couldn't pay the early termination fee at that time. Frankly, he snapped and I was completely blown away by his outrageous behavior. Finally I asked the female Sales Associate (who was helping me) who was quiet and just as stunned as I was by this man's outburst to simply credit my account. Problem solved. This experience completely destroyed the good image I had of TMobile and I will likely never do business with them again due to the actions of this one employee. And I will certainly never return to this location for fear this same employee will scream at me again for no apparent reason. While I did report this incident to TMobile I had to review them here because I have never in all my travels been treated in such a manner by anyone in any service industry and worse of all, the other Sales Associates did nothing to come to my aid or to stop him. They simply stared at him as he verbally tore into me. Good Customer Service is very important to me and I gather it is also important to any readers of this as well or you wouldn't be reading reviews on Yelp. Beware of this employee and this location read more

I am a long time TMobile customer and will only go to the Richmond Rd location to do business. I have always had a pleasant experience. The staff is very friendly and knowledgeable about all products. A+!! read more

Long time T-Mobile customer but this store had an exceptionally friendly staff. Dave helped me switch to an iPhone and set up payment plans all in 15minutes! read more

This review has to do with 2 T-Mobile policies. First, I expect them to protect my privacy and stop robo, spam and spoofed calls from connecting to my phone. If you too are annoyed by these interruptions and wonder why you continue to get these calls, lets ban together and insist tmobile stop this practice. tmobile knows when a spam, robo or spoofed call is routed to your number and they can stop them if they want. Check out your detailed cell bill showing all of the incoming and out going phone calls ...... funny thing ..... NOT A SINGLE ROBO, SPAM OR SPOOFED CALL IS DOCUMENTED ON YOUR TMOBILE BILL. As a customer of tmobile, I (you) should not have to jump thru hoops to stop getting these calls, nor pay a fee; a simple request to have them stop should be sufficient. They obviously have the ability as they block them from showing on our bills. Most other aspects of dealing with tmobile are generally great. Secondly, I don't care for the policy of having a numeric password (to prove who you are if you CALL customer service) it is worrisome and much easier to hack a list of numbers, but I guess our privacy is low on the list of priorities.Why can't you allow a customer to SELECT THEIR OWN PASSWORD???? I find going into the store is just easier. read more

The friendly staff at this store have provided a lot of help to my family members with their cell phones. Very knowledgeable staff.