Yolanda was super helpful and very patient with our family on a Sunday afternoon. I needed a new phone upgrade and passed down my gently used phone down to my oldest, whom passed down hers, to my son whom passed down his to my youngest. All while we did take a lot of her time, she never made us feel rushed or stressed. So glad we were paired up with her!! Her sweet and funny personality was a PLUS!! Thank you for your help again Yolanda! read more

I haven't had the opportunity to give a big shout-out to Yolanda M.H. She went above and beyond for me. I had my toddler with me, and we all know it can be a little stressful at times. Yolanda was multitasking. She was explaining the plan to me about the new phone while I was discussing it with my husband. I noticed she was keeping my baby entertained. She gave my baby a board to draw on. She was engaging with my toddler so I could freely talk to my husband. She never got impatient with me or my baby. To be honest, I haven't gotten that type of customer service in a while or even seen it in a while. If you ever need a GOOD Mobile Expert, she is your girl to go to. Thank you, Yolanda, for taking care of us. read more

Extremely disappointed with the customer service at this T-Mobile location. I came in needing a refund and was made to wait 45 minutes, only to be told to wait another hour while the employee prioritized another customer--despite me explaining I had to pick up my kids. I politely asked for proof of the refund (as T-Mobile support told me this is supposed to be updated in their system), but the employee refused to enter it into the database and instead handed me a generic printout of my account balance that didn't confirm anything.his name is Kevin Contreras. I stayed calm and respectful the entire time, but the treatment I received was dismissive and unprofessional. Thankfully, another staff member eventually stepped in and resolved the issue in under 10 minutes. No customer should be treated this way, especially when simply asking for what's required. I hope management addresses this kind of behavior moving forward. read more

Workers are nice but had to wait an hour just to pick up a warranty phone , the worker that was helping me said it would be 20 min after checking in which turned into an hour then I saw him leave read more

I have been a t-mobile customer for a number of years and recommended the service to an elder parent. However,Supervisor Stephanie at this location was an unprofessional nightmare. On Aug 23, 2023, I went through a two hours process of being on the phone to get the transfer pin code for a number that my mother has had since 1997, to switch from post paid to a prepaid account. I was told the phone would activate in 2 to 24 hours. Nothing happened. I called back in 24 hours and went through another hour long conversation of troubleshooting. I was then told it would take another 48 hours--that something was happening with a switch to 5G and they couldn't complete the activation. At 72 hours, still no activation.I explained that my mother had a stroke so she needs to always have a working phone because she receives automated medical calls about her meds, appointments and other vital info--and she needs to be able to call family members if she has a health need that is not of a 911 level so we can meet her needs immediately. Customer service suggested that I take the phone to a store to get a new SIM card because after hours of troubleshooting the device, they still could not get it going. I called the store in Pflugerville Texas and talked to Orlando who said this was not acceptable that my mother's phone was now down for over 72 hours and prepaid. He asked me to bring the phone in and assured me he would be able to get it working. I drove 30 minutes to get the store on a Saturday evening from another city (Manor, Tx) waited 45 minutes to talk with Orlando because he had a customer when I walked in...spent another 90 minutes with him (with Orlando staying past the time for him to be off duty) at the store while we both talked to customer service together and at the end of that time, the phone number in question was still not working. Orlando replaced the Sim card--to no avail. Still no activation. Orlando did not give up. He suggested setting up another line with a temporary number on a prepaid so that my mother's phone could work and stated that he intended to follow up and keep me updated (he was so wonderful and professional) but he went on leave a few days later and said his supervisor, Stephanie would update me and take care of me. Also, Orlando packaged the new SIM card that he assigned to the phone and said when the problem is resolved, to save me a trip the store, I could just pop the Sim in the phone and it should work--to save me a 30 minute drive back to the store. Meanwhile, I never heard back from Stephanie--days passed. She just didn't seem to care and even later told me it wasn't "her store's" issue or problem --that they didn't create the problem. But store is a rep for Tmobile and there to serve Tmobile customers. From the beginning, she behaved as if it was a chore to help me and as if she was doing me--the customer who was gracious about the outrageous delays in activation, a favor. She even said that later too, "I didn't have to even follow up on this for you." Every few days I had to initiate calls to find out status and each time Stephanie told me they had no idea when the number and SIM would be activated--no explanation-no apologies. Each time I explained to Stephanie the urgency of having that line restored. No empathy or help from Stephanie. Yet I was patient and calm. Anyone else would have been livid. Finally, almost two weeks later, Stephanie informed me the number is now working but that I would need to come pick up a new SIM. No apologies for the outrageously long time. During a discussion of how to resolve charges for a phone that was not functiong for nearly 22 days, and other issues, she kept talking over me and when I said, "I hear you feel your hands are tied about a credit but there are ways to take care of a customer than sending one who has already been on support calls for 5+ hours and who has been kept waiting to activate an important line for almost 22 days to a hold for 30 min..." but she kept interrupting me. I finally said, "You know the least you could is let me finish my sentences.. and she said, "I don't have to do any such thing ...I" told you that your phone working and you can come get your sim"...and she hung up on me. BAM! The only justificatin for hanging up on a customer is if that being person is being verbally abusive and I was not. I got in touch with corporate right away. They were shocked. Corporate was able to assign me the Sim that Orlando gave me to save me the trip and issue the credits and said they totally understood if I cancelled my accounts because no one deserved to be treated the way Stephanie did. The corporate rep I talked even said, "I have tears in my eyes because I can tell from your voice you are a gentle lady just trying to get a phone for her disabled mom--and this person just cut you off when you were trying to get information and share how you would prefer to treated. Outrageous! read more

Good luck with the customer service here. Came by to get a label to return my phone and kept getting pushed back to the back of the line for people wanting to get something added. So, pretty much, a sale. Manager is a douche and allowed it. You're better off calling T-Mobile's customer service line than coming here for any sort of help. Wanted to add that we did come in on a different day prior to just have them take our old phone for a trade but the sales person said they probably wouldn't take it because of the VERY MINOR scratch. She said to come back when the manager was in. LOL, look how that turned out. We would have printed the label from home but it crapped out on us so we came back, unfortunately. read more

T mobile has the worst service. Go somewhere else for cell service. First, they put me as a business account when I never asked for a business account. Then they never let me chose a lease plan for my phone. Also, I told the employee I wanted to buy a Apple Watch. Instead, I was charged $8.75 for a whole year. I had to call customer service numerous times to get my complaints taken care of. Don't bother calling Corporate because they will say they don't have control over the stores. One more thing happens I will cancel T-Mobile and go somewhere else. read more

Got the best service ! I'm a sprint user but as I got a new phone T-Mobile has provided me good things. I'm happy to say I finally found a great plan with this service. Thank you for my new iPhone 12! read more

Dropped off phone for repair no hassle in and out less than 15 mins and phone was ready for me when I got off work. Picked up with no wait again. Great service guys and I will be back when I'm ready to upgrade! read more

TMobile customer for 15 yrs. but ATT gave me 5 iPhone 11Pros to switch. That is where the nightmare began... Apparently they found some signal booster that I needed to return or be charged. Of course, I have never received such a thing. 9/30/20 Reymund Chavez agreed with me and was going to process refund. 11/30/20 Jamar agreed and was not sure why it was not resolved. New ticket. 12/10/20 Received final notice bill with threat of credit collection. 12/15/20 Cindy is doing another ticket to do research. This ultimately will be corrected as I am relentless with these things; however, what kind of reputation does TMobile want? Goodness, this stuff is not that hard. read more

Always adding on fees and not revealing full costs . Thinking about breaking my contract