I called the store before visiting the location on 181st Street & Broadway in 100° heat with COPD. The female Rep on the phone had confirmed the phone was in stock. I arrived at the store and was so rudely treated that I was left speechless! I wanted a brand new release, and pay in full right there. I wish I would have got his name, but I had him log out of my account before I walked out of the front door, with my money!! I'll never walk into that location ever again. Shame on you for the most horrible customer care ever! Watch out for a Scruffy dude with a bad attitude! He should be fired! read more

If only employees can be as courteous and professional in person as they are over the phone. I went to this location this past Saturday, April 8th to release my daughter from my plan so she could get her own phone plan. After being told I had to call to transfer responsibility to her by a store employee. I was told I made a "dumb" move (behind my back) by the store manager because I need a new phone and I, nor my daughter no longer qualified for any discounts. The associate who reluctantly took "care" of us even compared my credit to my daughter's to which I was embarrassed and quite offended. Long story short, we were made to feel incompetent from advice given to us by one of them. All store employees were rude and obviously very comfortable displaying this kind of behavior. So, I will be doing more transactions online because people suck, especially the staff at this location and I will not ever step foot this establishment. Tired of racist/misogynistic behavior in these places. read more

I recently came in because my family plan was switched from sprint to T-Mobile and I was assisted by Norberto. Such a sweet and patient young man who took his time to deliver exceptional customer service! Gabriel also helped out at times and was also a pleasure. The customer service in this store is top notch... thank you fellas read more

Two weeks ago, I came to this store to put an e-sim in my phone. But there was some technical error and the store employee said that this can be done only after a complete reboot of the phone and a return to factory settings. In general, she said that it was necessary to erase. I was very surprised, because before that I was installed e-sim without rebooting and there were no problems. After all, now it is 2023 and this procedure is done by many operators remotely. I asked to call technical support to clarify this issue. The employee rudely answered me that it was not necessary and she herself knew what to do. In the end, I agreed to erase. And what do you think? Of course, it didn't help! All apps were removed from my phone and all settings were downed, but the error still remained!(Then I spent a lot of time restoring my settings!). Only after that the employee guessed to call technical support and ask what needed to be done. And at first, she began to ask incorrect and unethical questions. She asked if I had an original iPhone! It's very unprofessional! As a result, after an hour and a half, only thanks to technical support, I was installed an e-sim. Although the procedure always takes a maximum of 10 minutes! After everything was done, the employee didn't even say goodbye to me and apologized to me! She just turned her back on me and left!! That's rudeness! If she communicated with me respectfully, I would not even write this review. After that, I decided to refuse to be a client of T-Mobile. Thank you for helping me choose another operator. read more

Well, with one upon unpleasant exchange with Alexandra my previous five star review is now a one, and only because I yelp requires me to do it. What a rude and condescending person. Her tone was completely uncalled for and she made what should have been a very brief and easy conversation hostile and drawn out for zero reason. read more

While the customer service at 611 is incredibly subpar everyone at this location really did their best to assist me, in particular Lidia and Radaysi. It's not their fault that I had to come back literally three times, spending over six hours just to get a phone exchanged. Radaysi and her co-workers stayed after-hours to try and help me and Lidia stayed by my side for over two hours when I had to come back a second time to try and get this phone thing over with. I really appreciate their fantastic support, it was a welcome change after dealing with the "experts" on the customer service line. read more

I just had a very good experience. I needed a favor - activation of my first smartphone (yes, I am a senior) which I bought somewhere else. I was helped and received advice and recommendation for the future. Thank you, Kendar. Edit: I don't know how it happened, but I don't live in SF, but in Hudson Heights. read more

Horrible service, 14 stations and 4 slow people working behind the stations. One guy was chatting away with a customer for like 20mins, and every rep was taking about 30mins per customer and theres like 20 customers here. This is part of the reason I cut spectrum because there service is trash. read more

This place is staffed by morons. It almost goes without saying that with most retail establishments Uptown, customers insist on having no behaved regard for the concept of waiting their turn in line, and unfortunately (also with shopping Uptown) the retail workers pay absolutely no attention to it and will gladly help the cutter. The complainers (like me) are the bad guys for complaining. (As you can tell, I got cut - and that was after having waited a good 15 minutes for as much as a "hello" from anyone.) Here yet again my Latinos go screwing up our own image. We need to stop operating with such low class. But I digress because I know my type of person is outnumbered by these idiots. While the lady who helped me was very nice, she doesn't know her facts. She's a shorter lady with wavy long black hair and rectangular glasses. Maybe early 20's in age. I went in there to switch my service and SIM on my iPhone. She told me that I needed to go to a 3rd party retailer to have my phone unlocked prior to coming to the store to switch service. Not true. At all. I checked. She really does believe she told me the truth. She wasn't intentionally lying... she was more "misinforming" me. I'll concede to that. Here's what time it really is: My iPhone4 going from AT&T to T-Mobile first needed an actual T-Mobile SIM before anything related to unlocking can even happen, and while the T-Mobile SIM may be available for sale at 3rd party retailers... why turn away business to your competitors? To top it, was no real "unlocking" procedure necessary other than changing out the SIM and syncing my phone with iTunes. Period end of story. No special instructions or codes to enter. (???) So the lady I interacted with at the store misinformed me and turned away my business. At the end of the day I had to wait for a SIM to be mailed to me because this store flat-out didn't want to sell me one. I did my web research and spoke to a very nice lady at the T-Mobile corporate call center and she took care of me quite well. read more

Recently, my phone, my computer, and my tablet were hacked. As a result I had to change my phone and my phone number. These are fairly simple tasks that T-Mobile seems to have a very hard time accomplishing. I have been on the phone with them daily for the past 7 days. Then the hacker hacked me again, so I am again in the situation of having to change my phone & phone number. T-Mobile has compounded the nightmare of this experience several times over, and I had decided to cancel my service with them (see my other reviews of the company itself online). But the last time I talked to them they were a little nicer and more efficient, and I don't know what the other companies are like, so today, I went around to various cell phone stores (including those of other providers) asking questions. I went to Boost Mobile and bought a phone case that wasn't available at T-Mobile. Then I popped into a couple of T-Mobile stores as well, to check out their phones and finalize my decision. One of the stores I went to was this one, on 180th & Broadway. While checking out the phones, I checked my email and changed some info on one of them. One of the people who worked there, named Moises, informed me that I wasn't allowed to do that. I said, "Oh ok," and quickly finished writing down the info from my email account, signed out, and cleared the phone's history. Then for the next 5 minutes I walked around, looking at other phones, and among other things I continued to browse the Internet on them. This T-Mobile CUSTOMER SERVICE representative named Moises, then suddenly started YELLING AT ME FROM ACROSS THE STORE, that "Hey miss! You aren't allowed to browse the web on those phones!" Then he actually came over, stalked in front of me, and clicked on the phone so that I couldn't access the Internet. He then proceeded to turn around and start exclaiming very loudly to the other customer service representatives that I had been doing personal things on the phone, when I wasn't allowed to. In fact, originally I had not known that I was not allowed to. When Moises told me that I wasn't, I finished writing a note down, then I stopped. Then I went around and looked at the other phones, and proceeded to BROWSE THE WEB on them. Nobody, including this individual completely lacking in class & the minimum of manners, had said that you are not allowed to browse the web - and in fact, if you're not, why is the Internet accessible from so many of these phones? Aren't you supposed to be able to look at that, as well as other features on the phone? Nevertheless, had he told me that I was not allowed to do that, I would not have. Instead, he had said nothing about it, and then he started yelling from across the store, talking very loudly about it to the other agents, and then practically pushed me out of the way so I wouldn't access the Internet on the phone. Instead of saying, politely, and informatively, "Miss, I didn't only mean that you are not allowed to check your email on the phone. What I meant was that you are not allowed to go online at all." Maybe Moises didn't say that because it wasn't true. Instead, he just wanted an excuse to be rude? Because he likes to be? T-Mobile has horrendous customer service. When I mentioned this, MOISES STARTED LAUGHING, and so did the other agents. Visit this T-Mobile store if you want your horrendous phone customer service experience to be replicated in real life. And ask for Moises. read more

The customer service is no good they lie and as long as they get there comisión by opening lines they are all good they could close this T-Mobile store or get new sales rep after I opened 5 lines to get the iPhones xs 64 gigs they told me they had the phones for me at another store because they didn't have them in there store. I went got 2 and in another store where I was supposably getting 3 they only had 1 because they never told them to hold 3 for me just 1. After going to 10 different T-Mobile store I would give zero stars. read more