If I could give a negative star I would. My phone froze for whatever reason for the first time ever. It functioned but all of the numbers were not visible when I was prompted to enter my pass code. The past code was needed to shut down and restart the phone, etc. A young lady sitting behind a counter looked at the phone and within 30 seconds suggested i buy a new phone. What? No! She then advised that I wait until the battery drained out. What? I had 75% power left. No! She then advised that I go to the 125th St. location because they were "corporate" and could do more. She didn't ask her colleagues for advice or anything. I frankly wished I had asked the two young men for her but I waa frustrated and just left. Rushed down to 125th and my phone was back to normal within 5 minutes. Why? All that was needed was a "soft reset". A young man pushed the power and volume buttons in a certain sequence and I was all good. Seemed like 101 level assistance for any Tmobile employee. Do better 145th. read more

khyree is a very decorated employee. She is very well at handling customers and getting to the root of a problem in order to fix it.5 stars for her as an employee herself & making their store shine! read more

The worst experience ever at this store. The Manager Melvin needs to be removed and retrained. Im an 18 year loyal customer and i left this store ready to terminate my service. He made an accusation that prior manager committed FRAUD on my account when he bypassed a payment agreement so that i could purchase my daughter's phone and thats why he doesnt work there anymore. He took a payment he said that had to be done for me to be able to upgrade my daughter's phone when i was just drafted the prior day. Then he looked at my daughter's phone after the fact and said she had a crack on it and he could accept back with the jump program. He never looked at her phone throughout the transaction until the end. He said he couldnt issue an refund on that transaction and i should call 611. He also said i dont have to come to this store and should go somewhere else i reminded that unfortunately this was my neighborhood tmobile store. He also reassured me when i said i will complain about this experience that it doesnt matter because TMOBILE would not reprimand him. read more

They were not very helpful and didn't engage me. No thank you no additional Questions. Just yes and no which was not helpful. Disregarded me when I entered and helped other customers when I first. Even after the two spoke to me she walked away. She could have finished my order and then moved on. Disappointed in the lack of service. read more

When I conduct business at this store I usually have a pretty good customer service experience. However, my experience was lackluster and hopefully this customer service representative is retrained and taught the basics so her mistakes are not repeated. While refilling my prepaid account, the customer service representative, Jillian, told me that I was over paying for my current account and should switch to the $50 plan because that plan had a gigabyte more than my current. I asked her, "Will I get unlimited talk, text and data? " and she told me that unlimited data was not a part of the plan. I informed Jillian that my plan ( the $80 prepaid plan) was indeed unlimited in talk, text and data. She scoffed and said " No, it isn't! " and called over another rep for validation. The male representative had to correct her. Her response was "Whatever. Let's just get the bill paid " in a less than friendly tone. Where is the professionalism? Being uninformed in a job position where you're sole purpose is to be knowledgeable on what you're selling to customers is like being a math teacher and not knowing basic math. You can't help me if I'm more knowledgeable than you are as a customer and you won't have many satisfied customers coming to you if you're having an attitude and being unprofessional by discarding the fact that you were wrong and not being mature enough to at least acknowledge that you made a mistake. To Jillian, it's not enough to simply smile and hope you receive monetary compensation for successful customer sales. Professionalism and great customer service is vital for your business if you ever hope to have any repeat customers, which I don't see happening any time soon. I seriously hope the store manager retrain train Jillian and customer service representatives like her to avoid losing business. read more

This is an "authorized third party" store, meaning it's not run by T-mobile. I go way out of my way to avoid this location. The owner thinks people should spend money to keep him in business, rather than giving great service as a strategy for being successful. The people he hires don't know much. read more

Amazing staffs i would recommend very one to this location. i was very happy with the choice i made switching to T-Mobile and coming to this location. Great job team continue making your customers happy read more

Don't buy from this store. They offered a deal that may have already expired and promised things they didn't deliver and then claimed they had no control; that T-Mobile automatically entered the information. read more

Literally the worst customer service I have ever experienced. I walked out after a few minutes, the lady with blue hair looked at me like I was speaking a different language and failed to help in any way or shape. I was supposed to be a new customer. Don't go to this location people. Zero ratings from me! read more

I went into this location despite some of the bad reviews and I'm glad I did. I found out there is a new Manager Name Mannie who gave me one of the best Welcome followed by her staff I was in shock! I did express to her that I was hesitant to come in and she told me she was grateful that I did. I wanted to pay my bill And she took the time to go thru my bill and saved me money as well as giving me a free tablet she told me about the benefits of having a business and converted me over. She has a wonderful sense of humor and very humble. I watch her multi task and juggle 3 customers while training her associates. I definitely think T-mobile did the right thing by placing her in that location. Thank you I truly enjoyed my visit with you and your new staff read more

To be honest giving this store 1 star is a complement it deserve a toilet symbol to show how i really feel about this night mare I had .. it says people are in this store for 20 mins to a hour unfortunately my case I felt like I should went home to grab a pillow blanket to get ready for bed . Not only that this store is a scam and lies . I just came to pay my bill real quick because I had no money in my card .. I came in a guy name mark help it seem like he didn't want to take my payment but he did what was pose to be a five mins thing turn out to be almost 4 hour because he convince me to get a upgrade he also offer me a case an other objects told me it was free soon to find out it was a lie .. to me it seem like he didn't knows what he was doing it and was winging it ..certain things he was joking about made me feel like he was flirting with me which was making me feel uncomfortable I am all for the lgbt I respect everybody  but that's not my cup of tea before I left he gave me a card with his number on it idk why I needed that i got 611 for that  I don't know if he thought I was going to call him or what ..I come to t mobile for help not for hook ups ..so around my bill cycle  i notice my bill was high I call 611 I ask for what I was paying for apparently I am paying for the case installments equipment charges an insurance for my phone that I didn't ask for if I knew I had to pay for the case I would of decline I had to pay a restock fee to remove that off my bill this is by for my worst experience I had I would never recommend this store I'm considered leaving t mobile and going to a different company that's going to treat me with respect and not look at me like. Cash cow read more

I had the WORST experience ever at this location. I spent hours purchasing a new phone along with the screen protector and pop socket. Ever feel swindled after making a purchase? The manager insisted on selling me a family mode base, and actually included it in the final bill before I told her to remove it and that I wasn't interested. She used her employee discount and it came to $20, and said I could get $20 deducted from my monthly bill. I still declined because it felt like she was just trying to make a sale. Reluctantly, I left my grandfather plan of $60/ month and "upgraded" to the new plan which allowed me to add an additional line. My bill would jump from $97/month (which includes a new iPhone I just purchased) to over $220/month. I later decided against this. If I was going to jump into a new contract, it wouldn't be under these conditions. When I returned to the store to return the equipment, the initial sales rep was very unprofessional; he was belligerent and accused me of asking a bunch of questions when I came into the store two days prior. So there's a such thing as asking too many questions when purchasing an $800 phone? FYI--he lacked confidence and product knowledge when I purchased the phone. His coworker was more knowledgeable, which is why I agreed to move forward with the purchase, in spite of my initial reluctance. But that's not why I'm rating this store, one star. The return process (after 2 days) was a nightmare. The initial sales rep insisted that he gave me a receipt(although I don't believe he did because I still had the receipt from the original iPhone I purchased in December 2018). The initial rep's attitude was downright aggressive, citing it was because he was "upset," and something related to "his vibe," when I called him out on the inappropriateness of his tone. I stopped talking to him and began interacting with his colleague. In spite of this, the initial rep continued talking about the issue, citing he was on his break and could talk about it, and wasn't talking to me anyway--another example of his lack of professionalism and maturity. I spent another two hours in this T-Mobile because they mysteriously couldn't find my receipt. I finally was able to retrieve my receipt when a supervisor from customer care emailed it to me. They refused to return the device without my receipt although I strongly believe the gentleman did not give me a receipt. To further substantiate my claim that I never received a receipt for my phone, the receipt I did bring ( which was for a tempered glass screen protector I exchanged on that same day) mysteriously disappeared while I was in the store. Again, I pleaded with the second rep ( who began helping me) that he did not give me back the receipt. This man insisted that he didn't have it. Finally after looking, he found it on his desk! No apology. He gave it to me, and accused me of "coming into the store with a certain energy." If he could misplace my receipt for the tempered glass screen protector right there in the store, then there is a strong possibility that I never received a receipt for the actual phone. But the two reps I was dealing with, insisted on being right. I even witnessed the second rep cursing (not directly at the customer, but loud enough for me to hear) because a customer indicated her preference to speak to a Spanish speaker. He was insulted and said he doesn't like that "shit," accusing her of being racist. I found his claims ironic, considering the amount of times I heard the staff use the N word. I was astonished at how brazen they were. So, customers are subjected to hearing that type of language? Would they have used that type of profanity and vulgarity if they were serving a different demographic? At this point, I'm actually considering leaving T-MOBILE after being with them for close to a decade. Well over 4 hours of my life in total, that I will never get back. The supervisor at customer care stayed on the phone with me for over an hour to ensure that my issue was resolved in the store. He was actually very professional and tried his best to compensate me for my trouble. Im a staunch supporter of local businesses in my area, and will continue being one, but this store needs at least two weeks of customer service training. When the supervisor from customer care questioned the second in-store rep (who was now processing my return), about the excessive wait time, he noted the rep's sarcastic tone. The original rep interjected, retorting, "that is not your supervisor." The supervisor on the phone can attest to how long I was in the store and their unprofessional attitude. The loud explicit music, the staff's unprofessionalism, and their use of the N word is enough for me to think about leaving T-Mobile for good. The supervisor on the line applauded my efforts in remaining calm during the entire ordeal. I was direct about my disappointment in the customer service, but remained calm and kept my composure. read more

I am completely surprised by this T-Mobile location. I walked in to pickup a cable, spoke to an assistant, but could barely hear her. There were no less than four dude in the small-ish store who were speaking so loudly that the person helping me at to practically yell, and I was standing right in front of her. It felt exactly like high school as compared to a business that aims to please their source of revenue- customers. Avoid. read more