As you walk in the store renovation is beautiful. However, the experience was not so pleasant. Natalie the store manager and William the employee was not so warming. My family and I got passed on to William with no explanation on to what just happened. Then, with Natalie every time I was asking a question she would walk away while I'm asking the question, very rude and she proceeded to do this with an attitude. So when k asked a question about the iPhone 17 she answered it rudely but with the help of another employee he answered it nicely and explained it thoroughly, when that occurred she was so angry and her demeanor was negative and you can clearly tell she was pissed he did that. I do not recommend this store at all, horrible customer service. read more

Terrible. Charged me for so many extra things and I PAID OFF my phone but then on my bill it was still charging me 50 dollars for my phone. I bought one adapter for my charger and I got charged for two. I was told everything was paid off. Very deceiving and manipulating. I got an apple watch as well and they ended up adding a line for the watch to use as a phone. A WHOLE PHONE NUMBER. Why? I never asked for that and I was never told that was being added, so extra charges there to my bill as well. Do not go here. It is better to go to the apple store and not get duped. You go somewhere to trust someone especially with technology and then they dupe you. BY THE WAY, thanks to Ricky on the customer representative service line when you dial 611. I fixed my bill. Thank you. read more

Went by the store today, Jonathan helped me out , he was so patient with all my questions and I walked out of the store with a new phone and very satisfied with the new plan I got. Thank you Jonathan ! read more

I had such a horrible experience with my father yesterday . He went to connect his phone and I guess since he did not speak English and he wasn't purchasing anything they did not want to help him ! Horrible customer service . I couldn't get the girls name . But from her to the manager no one helped . Disgusting ! If I could I would give them less stars ! read more

Martha was absolutely amazing! She literally set my phone up, with screen and protector in less then 5 minutes. Record time...

This review is not based on the store but the company itself. After being an AT&T customer for over 24 years my family and I chose to switch to TMOBILE for their unlimited data. Well, we are regretting this decision on a daily basis. The internet/LTe is almost always down. Reception is horrible inside our home. Sending texts while in the house to a family member who is in the house almost always fails and have to try several times. In order to cancel they want the value of the phone minus whatever has been paid . In our case they want $1800.00 immediately. Frustrating situation!!!! read more

Our first interaction when entering the store was with the manager. However, it took us sometime to realize he was the manager due to the lack of competence and poor customer service we experienced. Guillermo was the manager we had interacted with. He seemed to not have the slightest clue on how to speak to customers or on the stores policy. The entire time we were there he just looked lost with what to do with himself and did not know how to speak to us. Lorena, the person who sold the phones to us, was a completely different story. She knew how to talk to customers as well as T-mobiles policy and pricing plans. The manager even kept coming over to her for help while she was helping us. She should be the store manager. She is also the only reason why this store is getting one more star than I wanted to give initially. read more

I've been going to this store for years and the past 2 I've only had bad experiences, my dad suffered from cancer and they made me take him in a freaking wheelchair to give me authorization over the account because at that point he wasn't even able to make a phone call or even remember his "code" for the account. He passed away about a month and a half ago and ever since we've been trying to disconnect his line and every time we go it's a different excuse, first it was that "I didn't have authorization anymore, call customer service", then they said we had to call with the death certificate and to our surprise customer service said they we wrong on that, they HAVE to assist us IN STORE with the death certificate on hand, so basically we've been paying for a line we're not using and can't even make any changes to the account because they don't know what the heck they're doing, not to mention the extreme wait time even when there's no one in the store, beyond disappointed in the store staff and insensitivity overall, at this point I rather disconnect all the accounts and never deal with this company again. read more

Martha, provided amazing customer service and was so knowledgeable. All employees could learn from her.

I've had TMobil for a few years. I talked my nephew who's a veteran and my sister into sharing a plan. I won't go into the lengthy details. I will only say that after everything had been taken care of on the phone with a very helpful,personable customer service rep we only went into the store after my new iPhone came in the mail and to pick out my sister and nephews new phones and verify his military credentials. The family plan fell apart once it went into the incapable hands of the manager of this store. My nephew and sister left angry, telling me they will stay with ATT all thanks to the manager. I believe her name was Valentina. Blond long hair blue eyes. Her rudeness,lack of knowledge, laziness is something I've never existences before. I myself am thinking going to Att. Horrible! read more

It gets one star because I have to but if I could I'd give it NO stars! Every time I go to this store I get terrible customer service and come out more frustrated than the previous time. The last time I went they had no sing up sheet no one knew who next and I was bumped twice even after telling the so called manager there. They have no notion of what is customer service and how to treat their customers. After 17 years with them I have taken my business to AT&T - they so far have been better. read more

I was trying to switch from ATT to T-Mobile today. ATT gave me so much trouble to unlock my phone to switch to T-Mobile and I was at the store for 2 hours dealing w ATT. Adan has the best hospitality and patience to help me out to go through this frustrating few hours. I will stay w T-Mobile from now on because of the quality of his customer service. If you go to this location, I very strongly recommend to see him. read more

Poor customer service, patronizing, entitled prick employees. They lie to you in your face, just called to ask for availability and 5 minutes later I got there and it is all lies to get you to the store and sell you a bunch of stuff you dont need. read more

Had a great experience at this store. Eric is very attentive and efficient. My transaction was smooth, fast and he explained everything very well. I value time management and good customer service; will definitely go back to this store. read more

I have been to this T-mobile two or three times and it has never been a great experience, bursting with long waits (20-35 minutes), large crowds, minimal seating and no restrooms. Today, however, put the final nail in the coffin for me. On a day trip today, I lost my phone. It was unfortunate and frustrating, so I called T-mobile to see what could be done. The customer service representative I spoke with was very helpful and transferred me to the insurance division, which gave me a solution to my problem. Hurray! I was informed to go in to any T-mobile store and explain to them that the insurance claim has been approved and I would just need to pay the deductible and Jump! to whatever phone I would like to move on to. Sounds simple enough, right?! Well, upon my arrival at the store, I was greeted with a 15 minute wait (it was closer to 25-30, but it happens). I browsed through phones, tablets and accessories while waiting for my turn. About 30 minutes later, my name was called. As this happened, an irate customer (one of a handful in the store) mentioned that they had been waiting longer than most here (I know I saw her when I entered the store) to which the employee said, roughly "Well I don't have any list, so I can't help you." She insisted, but he was quite rude, continually ignoring her legitimate pleas and just asking her to sit down and wait to be called or speak to the manager. Ok, well at this point I found his lack of desire to help her or talk her down strange, but I let it go. When I explained my reason for being at the store, the employee said "We can't do that here, I'm sorry you came in, you have to do that over the phone." I explained the elaborated on the situation and I was told "Well T-mobile lied to you, we don't do that here. Do you have a physical phone to turn in?" I once again explained that it was stolen and the insurance division approved my claim and asked me to stop in. I mentioned I spoke to three difference representatives, all of which explained the process on the phone. He once again said they had no idea what they were talking about. So, after 30 min of waiting, 5 min of arguing and explaining that I have no phone and need help, all he could say was "is there anything else I can help you with?". I said no and left, calling a different T-mobile store to confirm what I knew to be true. I was very frustrated that he wouldn't even look up my account to confirm what I said! The next store not only confirmed my information was accurate, but offered me the phone right away. It was a 3 minute drive and had no wait, perfect! I will review them separately though. I called the original store to explain the situation to the manager and he was very sympathetic. He was so kind and helpful that he earned the store a second star. I would not recommend this store at all, drive an extra 5 min to get to a less crowded store with more helpful staff members. read more

TTTT-mobile! Out of all the cell phone companies-u r the best :) always able to help. This location is convenient, quick, and friendly staff. Even if things don't work out for the best certain areas, overall ur customer service is ideal. read more

This has been the best experience I've had with any mobile retailer. We were attended by Chris. My mother in law doesn't speak very much English and he took his time to explain every step and answer any questions in both English/Spanish. We traded in my iPhone 5s for $150 which covered our start up costs. The associate Chris was extremely knowledgable and sincere. Definitely recommend this location. read more

The best customer service, I came out of the store super happy with my new items. Specifically the mobile expert, Danielle, she helped my mom and I so much. I was stuck in a bad situation with another phone company which I had been wanting to leave for a while. Danielle was able to help me out and offer me the best options. She was super friendly and honest about every plan or sale. Grateful for her help, definitely recommending her to my friends and family. Thank you! read more

Avoid this store! The worst customer service in Miami. The managers (Mark and Luis) are worthless and the representative I worked with (H Von) was trying to scam me since the moment I walked in the store. The customer service call line is much more helpful and competent. If you don't want to be lied to and stressed out, avoid this store like the plague. I came into this store for a simple upgrade and to change ownership on my account and I got the ultimate run around! I had to visit the store 6 TIMES before everything was sorted out. 20 days later I am still trying to fix my account because I was charged 13 days earlier than Von had told me. I was misinformed on how billing works. If you want to be okay'd all the way out the door, definitely see Von. He will tell you everything you want to hear until the end. You will find yourself thinking everything is set up the way you had anticipated and you will find that he did not set anything up the way he had told you he would. He is trying to make $$ off of each person that walks in that door. He will tell you exactly what you want to hear and okay you all the way out the door. He will put all blame on you and will not man up to his mistakes. I have since revisited the store to return the lousy phone case he sold me and nobody there knows how to do a return. When the representative asks the manager for help, he has a major attitude. He won't look at you (customer) in the face and will not speak to you directly. This store needs to do a complete redo on their employees and customer service. AVOID! read more

Terrible customer service. Waited over 40 mins just to be told to call insurance company, the agent attending us left half way through the process and told us to ask someone else for help if we needed it. Never going back this location, might also just leave T-mobile all together. Not a great experience. read more

I signed up on the sign up sheet the first time - waited an half hour with zero assistance. went around kendall driving to find another store. NoT!! Came back here and signed in on their sign-up sheet again... waited another thirty minutes... no assistance. All I wanted to do is pay my stupid $30 bill to re-activate phone. I am going to search for new service. that is way ridiculous. read more

After years of using the store and currently having over $4,000 in purchases from it I had an issue the cover for my new Galaxy S7 Edge stopped working I took it to the store because Samsung would only exchange the one on the receipt they had scanned the wrong one so Samsung was going to send me the seven and not the edge which is what I purchased along with my phone and all the accessories I asked him to Simply swap out the cover; yes would it bother their inventory a bit but I figured after all the money I spent there it wasn't like I was taking something new I was giving them the damaged one for them to switch it they would not do it they simply printed out a new receipt and told me to send it as it is under warranty find a store that works when you need it not simply when they're taking your money I spoke with her manager Fabrizio was his name again sorry sir new printed receipt is all we could do for you. read more

Good store the girl I first spoke to was incredibly nice helping me purchase a new phone and an Apple Watch. But after a day I decided I wanted to return the Apple Watch I purchased which was a black 38mm and instead buy the rose gold 42 mm which was extremely hard to find. I called this store again spoke with Nick who was very nice and we switched numbers because he was going to contact me as soon as they received the shipment which would've been the next day. I told nick the situation how I purchased the black one but wanted to return it for the other. All the sudden Nick didn't feel it was fair to help me since it would mean me returning an item and insisted if I returned the watch not to do it at his store (side note: when you buy the watch you must return it at the store it was purchased at) since I had purchased it from a coworker and he felt bad for them losing their commission but even then he said he would help. I message him the next day and he simply ignored my question about asking if it was in stock and never messaged me with a simple yes or no. Look I understand your co-worker is your friend but remember I am a customer you work in a customer based environment if you didn't want to take your "friends" commissions you could've simply referred me to her (which btw it didn't end up being the person he was only concerned about but I did return the watch at this store to the person he thought sold it to me) But anyways I got my watch thanks to Juan from the Miami Lakes location who went above and beyond and help me find the exact watch I needed even called stores for me and had them hold it and on top of that its a limited band edition out for tmobile stores. Maybe this tmobile can learn a thing or two from Juan the employee in Miami Lakes. read more

I was with AT&T for over 20 years, The biggest mistake I've ever made was to leave them and go to T-mobile, now I'm living a nightmare, a true nightmare, I got convinced to switch over, they promised me to help pay my balance off, they promised me they would take care of everything, that I would get a credit card to pay off my AT&T bill, i would get new iPhone 7s, well I had 4 lines , they switched 3 forgetting to switch my 4th line (my business line) now I'm stuck with a $1500 AT&T bill and no business line because they never did the change, it's been 3 months now with no business line ! they tell me it's all my fault because I'm a dumb customer that didn't unlock my phone really!! All they wanted was my money that's all! Because the lines that got switched were the ones that got the iPhone 7s my business line was not getting a new phone, and the rep that helped do the change basically lied !! his name is Jhonathan and his manager believed him over me, mind you I had text messages to prove him wrong, but still the customer was wrong!!! REALLY!! read more