Our visit to this location was very disappointing. After we took the time to decide on the phone we wanted, we are finally checking out and Sam quoted us a different price from what we started with, now upping our cost by several hundred dollars. Through our experience, he mixed up information to us about our plan, phone we were to be purchasing, and payments. Overall, would not recommend this store. A very frustrating experience. read more

What else can be said about something new that TMobile has done to their loyal long time customers , that was done in a deliberate negative way? How about this one. I used a Galaxy Note 4 for years. The phone was a little slow , but did many things that newer android phones could not even imagine. The phone was like new & I absolutely loved it. In February of 2023 the Note 4 just stopped receiving service. It all functioned fine except no cellular data. I called TMobile customer service & they had me doing all this stupid stuff & to no avail, nothing worked. The second day on the phone with TMobile tech's we were probably 3 and a half hours into it & all of a sudden one tech said hey you know what? We dont provide service to that phone any longer. Right out of the blue , they no longer support it. Warnings of the phone becoming obsolete was never discussed or mentioned up until that moment. I didnt know what to do as I could not afford a new phone & the tech says we have a free phone on us at the store & all you need to do is take in any phone working or not. I have 2 lines on my acct. One line had magenta max & the other line had unlimited text talk & data. I took the phones in to the 12th Street store & they said yeah we can hook you up. The first thing i should have noticed was that they told me that i needed new SIM Cards for the phones. Right there they screwed me out of my grandfathered plans & charged me for the new SIM's & for connection fees & taxes & for 2 lines connected with bottom of the barrel Moto g 5g 2022 phones , when myself having magenta max on one line ,qualified myself for at least one Galaxy S22 in which they told me i did not qualify for, it cost over $220.00 alone for that. But then the agent mentions a free Galaxy Watch. He said I would be stupid not to get it as it is free. I never knew how stupid I would be if i got it. The charge of 2 data lines added to my acct. was not noticed until 2 months after that & when it was too late to return the watches & if i wanted to return them, it would cost me $180 for a restock fee , even though the watches have never been out of the boxes or touched by human hands , it did not matter. That also came with another $240 connection fee & the works. Before my trip into the store , my monthly payments were $110.00 to $120.00 monthly at the most. After the new phones the payment was $240.00 monthly. I told them that i could not afford a larger payment at the start of all this. I did not like the Moto phones. I tried to take it back, but i was one day past the return time limit. When i found out that the phone was close to $300 I asked if i paid it off & then i could use it as a trade in, i was told the phone had no trade in value. The thing that hurts the most is that the salesman put both lines on magenta max, charginging $180 monthly for the cell service alone when it was $120 monthly for everything before TMobile stopped supporting my phone. I scrape & claw to make the payments & live from payment arrangement to payment arrangement & get hit with late fees every month. My Moto g 5g phone ened up breaking after almost a year .i had the insurance on it for $12 per month. When i filed the claim , i found out that they wanted $100 for the dedictible & from the year i made the premiums at $12 per month , came out to $144 & adding the deductible of $100 would end up myself paying $244 for a refurbished phone that cost me $300 over a year ago. For the exact make model piece of crap phone. To think the salesman probably made enough commission to put a couple gallons of gas in his car to get him back to TMobile for another day to screw someone else to make a few more gallons of gas to put in his car to get him back to do it all over again. If you think that sounds bad, wait until you read my review about TMobile System making unauthorized transactions from my bank & then denying it & terminating my service. read more

This is the email I sent to their territory manager: My husband went into the T-mobile on 12th street in Ogden, UT on Thursday, 4/16/20 and talked to the rep named Danny and was told that we would be able to trade in our S10 E phones for the amount owed to Verizon which was a total of $531 and we would receive that money via Visa gift card. We were told that we would get two free phones (Samsung A10) and just have to pay the $28 activation fee. Therefore, based off of that information we decided to commit to it on Thursday (4/16/20). My husband went back to the store on Friday (4/17/20), and Logan (who stated that he was the "fill-in" manager and goes to stores when there is issues with employees) stated that there was a miscommunication between him and Danny and that we would need to pay for the A10 phones. This is incredibly frustrating as a customer, because why should we suffer as customers when we were blatantly told the wrong information based off of lack of communication between the supposed general manager and the rep?! This is not something that should be put back on the customer based off of the employee's mistakes. I talked to Logan yesterday and he lied and stated that he talked to my husband on Thursday, in which he did not and only talked to him about the situation on Friday AFTER we committed to the plan. Logan also changed his role and stated that he is the branch manager/general manager of that store when he initially stated that he was the "fill-in" manager. At the end of the day, trust has been lost and we are suffering due to the supposed manager and reps failure to communicate effectively. How is this fair to us as customers??? It feels like we are dealing with a used car salesman and the issues have continued. We were told that the screen shots of the documentation related to the phones (type, phone number, how much we owe, how much we initially paid) would be sufficient at the T-mobile store. We then get a call from T-mobile stating that this is not sufficient and to get proper documentation with an itemized statement, type of phone, phone number, how much we initially paid for the phones and how much we owe on the phones. My husband tried going into the Verizon store (main one in Riverdale), and they told him that they are not able to do this for him and that he would have to call customer service. Verizon customer service stated that they are not able to provide us with a digital copy because our account has been deactivated and that we will have to wait until they send the paper bill which could take up to two weeks, because they 'most likely' (as I was told) sent it out today. I just feel like we were given this great 'deal' and it was made to sound so easy and that we would be taken care of as customers, and at the end of the day, it is nothing but a continuous headache that is still not taken care of. I feel like it is all about getting the commission with an absolute lack in customer care and being upfront and honest with your customers. read more

all the staff is gone. They have people from Dallas and Midwest city coming in to work. And they aren't even working correctly. I went in there at 12 to buy a iPhone 12 pro Max. I wanted my iPhone 12's data to be transferred To it. It's now 3 and they called me to say they're going for lunch. My phone still ain't finished. they Say there is an with updating. They literally just sold me that phone. How is there an error? read more

If I could give this company a 0 star, I totally would. I cancelled the order 2 hours after it was placed in June and not only have I been charged for a sercice I have never used, now I have a FINAL NOTICE bill come October that the local store refused to help me with, stating they didn't have access to one thing or another. Piss poor service! The ONLY thing this company has going for them is their decent agents, actual people who work over the phones. They've always been professional and always done their best to help. Too bad it's for a company that's greedy for money. I advise you to not choose this company unless you have no other choice, they will take you for every dime and penny they can! read more

This is the worst phone company out there. Their customer service (if you can even say they have customer service) is by far the worst. 12th street location and the north ogden location have the worst employees. They give you the run around with no solution to the problem, tell you one store can take care of the issue and when you arrive that store tells you they can't help you because it's not their inventory. No one really wants to help you unless your an easy sell. When you try to escalate it to t mobile customer service they try to charge you for calling them. You'd be better off basically going with ANY other carrier then T-mobile. We left this company for sprint years ago and loved sprint, we were apprehensive when they merged but were hopeful things would be better then before. We were wrong and couldn't be more disappointed. Since I can't seem to find anyone to help me resolve this problem today including their online customer service without being charged for it then I guess I'll find a company who does care for their customers and makes it easy to get a hold of someone to workout a resolution. Take your hard earned money somewhere else! I pay for 5 unlimited lines TMobile and you just lost my business. read more

I used to just have a regular phone and I was good with T mobile. But then I decided to try their offer for unlimited talk, text, and data. High speed data that is supposed to be. It took me all day trying to get to my account and pay off two pieces of equipment and my monthly payment. I had to reset my password because when I typed it in, it said i was wrong. After I reset it I got in with the new one. After paying one payment it had taken so long my session timed out. Then it said my new password was wrong. Eventually I tried my old one and got back on. The second payment took so long it kicked me off again. Then I threw my iPad across the room. (I had been at it for two hours by then.) I tried to get back on after I had calmed down, to make my monthly payment. It wouldn't recognise either password the first five tries. When I got back on it had subtracted the equipment payments from the monthly total! AAARGH! The next day I got a message saying I had used 887 Mb of my high speed data and they were going to slow it down after 1G. WHAT HIGH SPEED? My computer in 1995 was faster!!! read more