thanks Kyle, I didn't know how to fix my phone... I'm glad you explained that going to Apple or Best Buy will not save me money. Save me 60 bucks! Super appreciative of that thank you, nice job handling the queue as well, my friend and his son should be back in shortly. read more

Walked in to get new phone, their credit card processing was down, happens. Ralph, the rep assumed we would go to ATM and bring him cash, when I told him "that is an absurd assumption that we ll come back different day when their cc processing is working, Ralph got very upset and started to insult me, bizarre , rep is clearly mentally unstable read more

Went to trade in two phones. Wanted to get credit for my old phones and pay for new phones outright. Phone store guy tells me I'll get this great deal and it can only happen if I don't pay for the phones - puts me on a new plan that's supposedly much better and my payments should be approx $30 a month more. 1st bill comes it's over $110 more. Have to call support. No one wants to deal with the situation. Finally get a supervisor and the phone goes dead - no one calls back and they know my phone number. I will be moving to a new company asap. Ridiculous read more

T-Mobile themselves has been great. This location however is awful. I went there this past weekend with my family. The sales rep was rude and acted like he did not want to help us. After deal with the manager we left and decided to deal with corporate. My son was standing by the door and the manager hand an issue with it. He yelled at him that he could not stand by the door without an explanation. A very unfriendly environment. read more

Been a T-Mobile customer for 5 plus years now and never had an issue with anything. Been paying for the insurance for years and finally had to use it for my husbands phone with the internal network no longer working / no WiFi. Went into this location the first time and was told there was nothing they can do call customer support file a claim and get a replacement. Went home called customer support they shipped a replacement to this location told me there would be no issues just to pick up the phone. Go to pick up the phone and they said nope nothing they can do maybe contact Apple but the phone has to be wiped and find me has to be turned off they cant do anything. After a few more times going back and forth to the store since now it still would not factory restart was basically told we can't have the phone nothing we can do go plug it into a laptop. Went home did just that and now the phone is stuck in factory restart. Spoke with customer support again they said the phone was out of find my and all we needed to do was pick up the phone no issues. Go back to pick up the phone again same location guy says give me one moment goes to get the manager Ralph who without hesitation cuts me off from talking and says nope nothing we can do won't give me the phone. Extremely Rude and unprofessional and did not believe or care we been in a handful of times the past few days trying to get a resolution. He Did not even want to attempt to help. The other rep called up customer support just to argue with them. I ended up calling customer support standing in the store they said there was no reason for them not to give me the phone regardless of inventory etc and everything the store was arguing with them about. All in all customer service had to have another phone shipped directly to our address since this store refused to give the phone to us. They said this store was unacceptable service it would be brought up to corporate and I was leaving was told to have a rotten day by the employee in the store. Never again. read more

Went here tonight to get a new phone plan + number. Ralph was amazing! He was friendly, polite, knowledgeable, efficient, and we spent minimal time in the store. He guided us removing the old number, discussed pricing thoroughly, and was a pleasure working with. So very glad he was there tonight to help us out read more

Josh,Tyler,Kyle, Ralph are very helpful,knowledgeable! There selection of products is vast. They help me with any questions I have.

T-mobile Mchenry has provided excellent service every time I have been there. This is my fourth visit over the years and I am a first time reviewer - because they deserve the praise. Quick and politely they turned on my new phone within minutes of my arrival. I could not have asked for better treatment. Even in the past when I had a "difficult" transfer from another company, t-mobile mchenry handled it with expertise and a positive attitude that I did not expect. This store is an asset to Mchenry. And if they read this.. a sincere Thank You for all of your Help! read more

A woman employee at the McHenry, IL location (she may have been the store manager) was shockingly hostile, abrasive, rude and arrogant. She threatened me twice, one being that she would mess up my TMobile account if I reported her. During the several years I have been a TMobile customer, I have never had a complaint before. So although this store doesn't even deserve *star - I give TMobile *****stars overall. read more

Lori rocked it today!!! Thanks to Lori and all the staff for a great experience!!!! Highly recommend this location!!!

Prior to going into the store, I had an in-depth discussion with customer service about upgrading an existing line to an iPhone 12. I was very pleased that I could get 530 dollars in a trade-in. To meet the person upgrading, I drove out to this location. A young man was helping me when OUT OF NOWHERE a loudmouthed "store manager" chimed in. As soon as she looked up our account, she told me I didn't qualify, since we were on the 55+ plan (new account due to my husband turning 55) I explained to her what the representative from the office had said. In her refusal to listen, she talked over us and treated us badly. I would describe this encounter as hostile. She is in the wrong field. As soon as I left the store, I called customer service AGAIN. The rep looked over my account but I was a bit puzzled over 1) why I was treated that way and 2) why she didn't even attempt to look at my account, where the promotion, the in-store promotion that qualifies me, was noted. The account was further noted, but I refused to return to the store. Down the road, I found another T-Mobile. The woman held the line for me until I arrived, but there was a long line. Then I told her that I was aware she had a call quota, and did not wish to keep her waiting. She replied that she would contact me after the next call. At the store, I told them what happened and what an unpleasant experience I had here. Laurie (Lori?) was the manager at this store (2447 Richmond) and she had trained them. They immediately recognized who I was referring to when I called her loud and hostile. At this store, they tried to say the same thing and told me to go to a corporate store. However, Jose (who I presume wasn't the manager) took the time to look through all the promos and found the one I qualified for. (AGAIN THIS WAS NOTATED SEVERAL TIMES ON THE ACCOUNT). Furthermore, both stores refused to call Customer Service. (Customer service said that this is incorrect and they can call and verify the promo). BTW, Corporate customer service rocks. The ladies I spoke with were AMAZING! Jessica (who I know came from Nashville), and Bomba (sp?) They listen. Stores should do this. They must go the extra mile. As Jose did when he realized I was frustrated. Store manager at the other location (2624 Schaid) also wanted to argue about my wording, insisting I said 830 credit (which apparently confused him) when I had been saying 530 credit (different promotion). While I do not recall saying 830, I was wearing a mask and he was not nearby. It seemed to me that he was deliberately obstinate. As Jose did, he could have taken the time to look at the promotions and give me options. Is that too much to ask? Could Lori be quiet for a few seconds and listen to me? Could she look up the account and see if there was a promo for my 7? No way! Could she not be bothered? Could the manager at the other location? Definitely not! He didn't want to bother. However, Jose, yes. After originally saying no, Jose decided to see what could be done. Rather than get frustrated, he maintained his cool calm demeanor (unlike that store manager). As my husband and I began to wonder, were we being profiled and treated like this because we were same-sex couples? Or, what? What is the reason? Why wouldn't these managers go the extra mile? Whether you are a franchisee or not, you still wear the T-Mobile logo and represent the brand. I have been doing business with T-Mobile since they were Voicestream. Jose (2624 Schaid) deserves credit. Some of these employees need better training on promotions, plans, and customer service. I expect customer service that matches the kind that I get on the phone and the kind that Jose provided. Owners of T-Mobile stores, train your employees. In order to get the promo I had to call CS & Travel several times and visit two stores. The promo was RIGHT THERE. It was just a matter of looking for it. read more

Took forever for some one to talk to me and when he finally came out from in back he grabbed a personal phone call about going out to smoke. He didn't really act like he wanted my business. Probably will not go back to this store. read more