I'm extremely disappointed with my experience at T-Mobile. I purchased a new Samsung phone and accessories from the Miami Lakes, FL store for over $1,100 for my mother because her previous phone was having issues. Unfortunately, this is now the second time T-Mobile has sold me a defective Samsung device. What's even worse has been the lack of support afterward. My elderly mother has had to go back to the Miami Lakes store FIVE times trying to get help. While Norland and Luis were kind and tried their best to help reset the phone, the problem returned as soon as she got home. Other employees (2 young ladies) that are working in the day time were unfortunately not knowledgeable or helpful at all. I've also spent hours calling 611 and speaking to multiple representatives, including Whitney and Phil, with no real resolution. Despite paying for protection coverage on the phone, no one seems willing to stand behind the product or properly help us. I've been a loyal T-Mobile customer for 11 years, but this experience has made me feel like loyalty means nothing. It honestly feels like new customers get treated better than long-term ones. The most upsetting part is that this has caused unnecessary stress and inconvenience for my mother, who should not have to keep returning to the store over and over for a brand-new phone that never worked properly from the start. Very disappointed in both the product and the customer service experience. If I would be able to give them a 0 star rating I would! read more

Long waiting times, inefficient staff, been over and hour since I arrived and still waiting for service

I am writing to formally complain about the unprofessional, disrespectful, and misleading treatment I received at your store regarding a buyer's remorse phone exchange. Customer service confirmed to me that I was eligible for buyer's remorse. However, due to the Christmas and New Year holidays and the phone being out of stock, the exchange process was delayed despite my repeated attempts to resolve the matter promptly. This delay was entirely beyond my control. In addition, the original phone was malfunctioning from the first day, and I reported this issue to the store immediately. Despite informing staff that the device was defective since day one, the issue was not properly addressed. During this period, the main store manager was repeatedly unavailable and failed to report on the days he was scheduled to work. He later left for vacation, leaving the issue unresolved. While the manager was away, I attempted to complete the exchange with other staff members. An employee named Anthony was extremely rude and dismissive. He stated that he could not help me with anything and, instead of respectfully handing me my phone, placed it in a bag, slid it across the counter toward me, and walked away. This behavior was highly unprofessional and inappropriate. After several calls to customer service, I was instructed by the assistant manager, Jose, to return to the store to complete the buyer's remorse exchange. Prior to this visit, the store had already mishandled my first-month billing and attempted to overcharge me, despite the phone being promised under specific terms. I had to insist that the billing error be corrected. When I returned to the store, Jose did not greet me or address me professionally. His first words were simply, "Let's go," which I found disrespectful and unprofessional. He then attempted to charge me additional fees despite the earlier billing errors caused by the store. When I did not agree to these charges, he suddenly claimed that the phone was damaged--an issue that had never been mentioned previously and appeared to be used to deny the exchange. This entire experience felt misleading and deceptive and has left me extremely dissatisfied. I expect transparency, professionalism, and respectful treatment, none of which were demonstrated. I am requesting a formal review of this matter and a written response explaining how it will be resolved. I also expect corrective action to ensure that no other customer experiences similar treatment. Sincerely, Maria Czarnecka Phone: 7865311864 read more

It's really bad that the customer service in general is good, they're polite, answer you questions and seem to be really helpful. Unfortunately the minute you have to talk to the manager, everything goes wrong... I went for an upgrade of my son's phone, I spoke to an agent and he gave me the numbers of how much I would have to pay as a down to get the promotion, etc. At a later day I went in ready to do the upgrade and when the manager got involved he claimed the phone my son had was unacceptable even-though the phone is in almost mint condition beside a scratch in the screen. I ended ordering the upgrade online and T-Mobil accepted without issue and gave me the whole credit. No damages, no scratches, like new phone was unacceptable according to his standards. It honestly gave me impression they didn't received enough phones and only wanted to give them to costumers ready to spend more money on the store o to their friends. Not honest, and it does a deservice to the work the rest of the people who actually help the costumers. read more

I was home from work after my night shift and it was late and I wanted to watch a particular show with Chi that was on Paramount+. Every button I push told me to go back to my T-Mobile account. After almost an hour, I decided to call the T-Mobile helpline. I saw that their hours ended at 3 AM and it was literally 10 minutes before that and IT was able to speak to Jenn@T-mobile. I work at a restaurant where I have to talk to angry people or difficult customers on a daily basis. I applied Jen for being so patient and kind and informative when I was actually a little frazzled. She's amazing and just needed you to know that! Summer Smith read more

been with sprint and T-Mobile for 22 years. I've been trying to get unlimited service and they still no matter how much you pay put you on a 50 GB limit I paid for unlimited service two days in a row I could not close trades that cost me $13,000 loss, they offered me a free month to upgrade every time I've done it they put me right back to the 50 GB limit horrible service if you're a trAdler, do not trust them. they are like your everyday common thieves. Thanks read more

Terrible service. My family and I went to three different stores bc they kept messing up with our account, and each store would blame the mess on the store before. read more

Yes Virginia there is a Santa Claus and he lives in Hialeah, specifically in the Miami Lakes TMOBILE store. When it came time for my JUMP upgrade, I knew I wanted the Galaxy Note 4 Edge. I seriously dislike anything from the fruit - named electronics company (too hipster for me) and their products aren't compatible with the rest of my electronics at work or home. The curved glass edge is a cool little design feature and as someone in the design field the stylus is excellent for making quick sketches. So here I was calling all the T-Mobile stores in the Gables, Pinecrest..all of them would have to call and order the phone for it to be mailed. Alas, I found that the Miami Lakes store did have it in stock. Marcos, the sales clerk who helped me out, was a cool dude and technically skilled in getting my new phone configured. He even mentioned a Samsung app that made the transfer of my apps and data easy. That way I wouldn't lose my dog and construction photos. As far as the phone, I got a good 8 hours of active photography, videos and social media use on about a 70% charge, at night and without using the power save features last night. The store itself was also clean and well lit, with all of the premier phones (including the fruit named one) prominently highlighted. Therefore, if you want a new t-mobile phone definitely go to Miami Lakes! read more

I went to upgrade my phone and the staff was amazing. Super friendly, taking names and phones numbers and having people wait in their cars for social distancing. I worked with Alicia and David and they were very helpful with everything. They made it a pleasant experience and got everything sorted for me. I thought it was gonna be a pain to upgrade my phone but this T-Mobile made it easy and friendly. I will probably not go to any other T-Mobile store but this one. read more

Miami Lakers a warning, if you visit the Miami Lakes T- Mobile Store at Royal Oaks Plaza please know that they have the worst customer service ever and I am referring to the service given by their store Manager. 20 years with T- Mobile, 5 phones lines and I have been dealing with this store for the past 3 weeks, because of 2 damage phone replacements that were sent to me after my first purchase phone came damaged! We have been back and forth with the sales person, team mobile on the phone and today after visiting the store for the third time, this manager sent her employee to have me wait for thirty minutes in the car, never came once to speak to me, then sent her employee back to tell me to tell me that she couldn't help me, that I had to either keep waiting in my car or come back. What disrespect! I left called T- Mobile and gave them a piece of my mind. New phone on its way after 3 weeks and all of this BS! Let's see what's next! read more

T-Mobile - Manager name - Mobile Phones Near Me - Miami Lakes, Florida

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The staff pay no regards to customers. They purposely take long time with customers so other customers get tired/upset and leave to another store. They really need to work on their customer service skills! read more

Honestly they have great customer service. Wendy and Dylan are awesome!! Thanks for the information and helping us!

This is a great location and they take care of you fast. The people working there recognized us since we purchased several phones from there. I will use them again. read more

I ordered a new iPhone for my daughter a couple days ago online from tmobile.com and the phone arrived today but we couldn't activate it because her old phone is stuck in restore mode. I took the phone to the tmobile location in Miami Lakes(Royal Oaks) and Justo helped us right away. He got the new phone activated and tried to restore the old iphone. Although the restoring of the old phone was unsuccessful, at least he took the time to try and that was appreciated. read more

All I will say is Juan who works in this location is the best T-mobile employee I have ever encountered. This man went above and beyond to help me find the Apple Watch in rose gold he even contact other stores and looked for me and informed of where I can find it and even had them hold it for me. This is true customer service right here!!! T-mobile is lucky to have him in their team I even thought about buying him Starbucks or sending him flowers for how above and beyond he went. I was very impressed. Thank you Juan you're amazing!! read more

Just wanted to say that my customer service employee, Dylan. Did an amazing job on getting my phone to work again. He was patient with as I was frantic because I could not access anything on my phone. Thanks to Dylan, everything got fixed . Thank you Dylan. read more

Edward, gave me one of the greatest customer service I had in a while. I walked In and he immediately ask what He could help me with. He was very patient, helpful and very polite! I highly recommend this location! Come see Edward! read more

This location promised that they would refund any early termination fees from my prior carrier if I switched over. It's a lie!!! Moved 3 lines got charged $200 from my previous carrier and they are making excuses. Even though I told the salesperson that if I waited 3 months I would not be charged. They said not to worry that they would refund me on my bill. Well it's been 3 months & lots of excuses. turns out they don't honor what they promise. Do not switch to them if you have a current commitment with another courier until you have fulfilled your contract. They will say what it takes to get the sale even if it is not in the best interest of the consumer. read more

I came into t-mobile in need of help with my phone and as i waiting for about 15 minutes and they finally called me to see what i needed help with, by just looking of what they "couldn't do" they started laughing with the other employee's. Found that very rude and unprofessional, don't recommend coming here. read more

T-Mobile/Palmetto-Miami Lakes Drive is "Leading the Wireless Industry With LOVE". Giving AMOR to customers with WOW gifts on Tuesdays, financing a set of phones for a seasoned immigration lawyer coming back with a LOVING WIN by beating breast cancer with Jackson Health System's finest, and even bringing ME a few super cold cups of water AND a shot of Cafe Cubano awesomeness that Mobile Expert Elizabeth whipped with a silver spoon to create the heavenly "espumita" (an expresso for our non-hispanic Abuelas) that her Grandma taught her to make .... , THIS is THE COOLEST T-Mobile Store to hook up with. Port your lines from any carrier who didn't show you the LOVE! You'll have a free Cuban Coffee hangout whenever you're in the Miami Lakes area. What other wireless carrier trains their Mobile Experts using the "Power of Love" to serve ALL of the breast cancer survivors whose Credit Scores don't show how CREDITWORTHY they REALLY are? No other! T-Mobile USA is AMORICA's wireless industry leader in "CONNECTING U WITH THE LOVE"!!! Drop by, America!!! read more