Severe Mismanagement, Misinformation, and Lack of Accountability Would give zero stars if I could due to extremely poor service, misinformation, and a complete lack of accountability at this location. Two months ago, I visited this store to replace my wireless router because my internet speeds were slow. I was explicitly told by the sales representative that in order to receive a replacement router, I had to close my existing internet account and open a new one. This immediately raised concern, as I did not want a new account--only upgraded equipment. Despite this, I followed their instructions. Later, when I contacted T-Mobile customer support for setup assistance, I was informed that this guidance was incorrect. The support agent stated they do not understand why store representatives tell customers this, as it is not required. Whether this was due to lack of training, laziness, or sales-driven behavior, the result was the same: my account was mishandled. One month later, I received a higher bill because: * A new line had been opened * My old line was not canceled the same day, resulting in prorated charges I returned to the store and spoke with the assistant manager, Tatum, who initially acknowledged the issue. He told me he would: * Credit the difference back to my account * Follow up with customer service * Call me once it was resolved I provided my phone number specifically because I do not have a T-Mobile cell phone plan--only internet service. None of this was done. Three weeks later, I returned to the store and was told: * The assistant manager spoke with the original employee * Because she claimed she "advised me correctly," they would no longer issue the credit * I was told he "did not have my number," which is untrue--I explicitly provided it * I was told, "There's nothing we can do" To make matters worse, I was then told that employees are trained to close and reopen accounts, which directly contradicts what T-Mobile customer support told me. At no point was I offered: * A proactive solution * An apology with corrective action * A manager capable of resolving the issue This is not just a single employee error--this is store-wide mismanagement and a serious failure in customer service, communication, and leadership. Warning to Customers Do not visit this location. Your account may be mishandled, you may be upsold unnecessarily, and if something goes wrong, you will be blamed rather than supported. Attention T-Mobile Corporate This location has a manager who is not suited for a leadership role. The assistant manager, Tatum, demonstrated poor follow-through, misinformation, and a lack of basic customer service principles. This reflects badly on the T-Mobile brand and raises serious concerns about training and oversight at this store. This experience needs corporate review, not just a store-level dismissal read more

Worst customer service I have ever experienced! Bought new phones for my business and traded in a phone. The phone never arrived to corporate so I started getting monthly charges. I contacted customer service and they told me the store has cameras but they couldn't access them and I would have to speak to the store manager. Store manager was on vacation for over 2 weeks. Went in and to my surprise she still had the phone. I told her that I wasn't happy with the service and would like to cancel and get my phone back. She said " I just scanned it in so it belongs to T mobile now." And... if you cancel you will owe $1000 for each of your business phones. I'm switching to Verizon immediately! This store is run by a bunch of children and so is T mobile. Service coverage was terrible and Verizon has better plan options. read more

T-Mobile has always been kind to work with, but this location made me cry after I left. My husband and I were with T-Mobile for several years. Myself even longer. My experience with them was based on an email stating that I would receive a new phone for free due to the duration of my time with them. Of course, I would have to sign a new contract, and I was ok with this. When I entered this location, I was told that this was false and that they would not honor the request. I pulled up the email, discussed it further, and asked for the Manager. After I requested the manager, the guy I worked with stated that she was not there. He was short and rude to me and gave me a number to call the following day to ask for her. I did reach out without success connecting. This was very poor service, and the unkind approach to the situation made my husband and I change services after I left in tears. We still appreciate T-Mobile's services, but based on our experiences, we wouldn't recommend this location. T-Mobile read more

this review is for 34640 N North Valley Parkway Suite #106 Phoenix, AZ 85086 My TMobile experience has not always been the best over the years. I've gone to a number of retail stores. What stands out here from the rest the lack of responsibility. An an error was made by one of the CS Reps regarding my account. And because it was not notated properly on my account, per CS call center, I was on the hook. Nor local management or TMobile CS was willing to take ownership. I was responsible for a charge. End of discussion. This is not acceptable and as far as I'm concerned TMobile should have taken responsibility for an error that was made by them. Save yourselves a headache, don't bother going here. I cannot recommend this place to anyone. It's unfortunate that so many of the retail stores have mixed reviews. Some great and some not so great. Perhaps that speaks for itself about TMobile in general. Before writing this review, I looked at others. Not impressed. I was a TMobile customer before but Verizon was worse. It is what it is. Maybe if more would take the time to write a review things will change. Yes, I'm overly optimistic here! read more

I started my visit off with Chris. He was very polite and was able to assist me with my request for obtaining a new phone. Chris was able to help my situation by reviewing the phone I was turning in and got me the best offer he could find. When it came to the pricing and promotion breakdown Chris didn't fully explain everything he needed to for me to fully understand. But I still had an understanding. Chris's shift ended and Leslie came to finish my visit. Leslie did an amazing job. She took the time to explain everything I needed to know in full detail and answered all my questions. This location was not very busy the day I visited and would be back if I needed anything further. read more

WORST Store Ever!! As we all know going into ANY cellular store takes a lot of patience and time to go through the hassle of getting through all the "scanning, signing up, set up, along with all the additional waiting for "who knows what", etc, etc. - We went into this store to purchase a new Apple watch and possibly upgrade my wife's iPhone as well. - After reviewing the pricing, decided only to purchase the watch - 2 choices of watch colors: Black and Cream - I was also offered 3 SyncUp Trackers for "FREE". - Watch was scanned into the system and 3 SyncUp trackers also added - After 40-45 minutes, I noted that the wrong color watch was scanned - Another 40-45 minutes to delete the watch and the 3 SyncUp trackers tied to the account. - Another 40-45 minutes to add the correct color watch and re-register the 3 SyncUp Trackers to the account ...once again. After leaving the store, online documentation was pushed to my email for signing. It was not until I received my first bill that I noticed that there was a "monthly service charge" for each one of the "free" SyncUp Trackers. Now: 1) I was never told, in-store, that there would be a "service charge" on the 3 free SyncUp trackers. If there was, I would have never accepted them. 2) Since I was travelling, and went to another T-Mobile office in Reno, they told me that I needed to return them back to the original store. 3) 15 days after purchase, I went back to the store to complain about being given "free" trackers that I needed to pay a monthly fee for, and wanted to return them. 4) was told that I had already missed the maximum 14 day return policy NOTE: - Reno T-Mobile office would not accept a return - Other T-Mobile offices in Reno and in Phoenix told me that this store is a "3rd party" seller and not a Corporate store - Other T-Mobile offices in Phoenix told me that this 3rd party store has a habit of not being clear with customers and sells them items that they never requested. Even was block charging bring was added to my bill at $19.00, thought I never asked for it and thought it was free. Was told later that every new watch should have a block charger, though understanably most have many blocks around the house. They never asked it I needed one....just immediately added one anyway. - Personal visit to the store - they refused to take my return. - Contacted T-Mobile online who also contacted the store, who also refused to take my return. - T-Mobile Corporate removed all service charges and connects for these 3 SyncUp trackers, but I was left on the hook for equipment charges totalling about $100. SO, note to everyone out there: - DO NOT go to any store that it is not a "Corporate Store", ask when you enter. - Read the fine-print, ask more questions, don't accept store representives at their word. - Word to the Wise - DON'T EVER ACCEPT ANYTHING FOR FREE!! read more

This is the second time they turned us around! Because they close the store at 8pm and I'm calling at 7???? Can't order a phone in an hour???It's to bad because the manager who was there just last week had an amazing work ethic she stayed and helped us with the upgrade of our phones without any complaints , and the guy currently working right now clearly only cares about his paycheck! On top of that they refused to tell us what site she got moved to because I will drive out of my way for Great customer service! This is to bad. read more

We came in at 12 pm to get help with removing some stuff off of our bill and purchasing an Apple Watch. We were greeted by an employee (I wish I would've seen his name tag but he had a lanyard on with a Mazda car key on it) who didn't want to help us at all and kept telling us that we can do all of the things we needed help with online or calling the customer service number and he was on his phone the whole time while "helping" us. my husband got frustrated with him after he said he couldn't help us with the Apple Watch and we just left and went home to call the customer service number and they helped us and they informed us that we could get 200 off of the Apple Watch when we added a like for it the guy didn't tell us about this offer. I really don't like complaining much but I couldn't let this go. read more

After waiting for 30 minutes to see someone and watch two different customers ahead of us get turned away due to being old Sprint customers, we were told they could not help us either. I asked for a customer service number to get help and was told no I could not have it. I was told I would be better off going to Verizon and getting a phone with them, even though I have been a customer for over ten years. Bryce was extremely rude, and I cannot believe he would tell a customer to go to another company. This store doesn't even deserve 1 star but I cannot give it a zero. read more

I'll definitely recommend you to come to this T-Mobile. They great staff as well as Great Customer Service I Highly recommend you to come on in I have not had no problem and I always come in and I leave a happy customer and great service ..... read more

Great customer service. Very honest and will always try their best to save you money. read more

T-Mobile - Mobile Phones Near Me - Phoenix, Arizona

Recently bought the brand new iPhone and wanted to trade in my current phone. New phone came in with no shipping label to send the phone back with. I got on the phone with the store I ordered the phone through and was told that was something I should go to customer service about. Called customer service and the agent very apologetically said the store lied about not being able to handle the problem and was directed back to going in store to solve the problem. Went in store and was again told that they can't solve the problem in store and customer service is "lying to you and is just trying to get through the phone calls quickly." After calling a different store and them telling me they can easily handle the problem I am very disappointed in the Carefree store location. They are lazy and liars. Do not go to this location. read more

After trying the home internet for several months I decided to return it. I was told by customer service to drop it at any t-mobile store with the shipping label and that is all. I took it to this particular store and was very rudely told to deal with packaging and shipping it back myself - by the stores manager. I explained to her that I am only doing what t-mobile instructed me to do but she just said she did not care what I was told and that she will not deal with it. Lucky for me I took pictures of her as well as the device in her possession and then left. As I was leaving I captured another photo of her placing the device outside the front door of the store and I immediately called customer service to report the situation - I was assured that I did what I was supposed to do and told not to worry. After a couple of months I was disappointed to find a bill in the mail for the unreturned device. I immediately called customer service and reported the situation and asked them to please just look at the call history and deal with this themselves. I was repeatedly told to not worry. After several calls over weeks and no device having been located I was told by customer service that I needed to deal with the store directly. So I went to the store and spent an hour or so showing them the photos of me giving the device to the manager and then getting customer service on the phone to speak with the store employee and I. I asked to speak with the managers boss and was told that he does not take calls from customers and that I cannot have the email or phone number. I was ready to give up and leave when I asked the store employee to please look in the back for the device - she came back and said it is definitely not hear. I was very frustrated and asked the employee to please call the manager and explain who I am and let her know I have pictures of her with the device and that if she has it then she needs to send it back immediately. She then told the store employee that it is stashed under her desk. The employee went into the office area and low and behold handed me my device. I was then told by customer service to send it back myself by bringing it to a UPS store with a shipping label that was sent via email to me - I was told that the UPS store would take care of the packaging and all at t-mobiles expense. I took the unit to UPS and was charged 16 dollars or so to package the unit. This was a miserable experience and, in my opinion, this stores manager is a jerk and t-mobile is disorganized. read more

I have had service with T-mobile years now, and it has been great! Recently, I wanted to add a line to my plan and one of the employees at this store, Josiah, helped to walk me through the process including getting a SIM card and rolling over an existing number from another service provider. He was very helpful and professional. I highly recommend coming here if you ever need help with your T-Mobile plan! read more

Jimmie was very helpful, we stopped by an hour before they closed and were there well after closing time. He was positive, upbeat and very knowledgeable about the various phones and plans! Thank you for awesome service! read more

I can't thank you enough Julie, you made today a lot better for me. Anytime I go somewhere I hope to get some good service but what you provided today was hands down the best experience ever. Even when hiccups and dumb glitches happened you showed great patience and kept your cool and laughed it off. You're quality of customer service is what everyone should strive to have and give at all times. I'll be sure to call anyone I can to let them know to do everything possible to never let you go, promote you, give you a raise, whatever because you deserve it after what I witnessed today. All potential customers please go give Julie a visit at this location and if you're patient and understanding like I am even during these hard times then Julie will be sure to give you the very best service out there. Take care of yourself and God bless! read more

If your a Sprint subscriber, don't waste your time here since T-Mobile was clearly not prepared to handle this merger. TMobile systems are not compatible with Sprint and employees don't care to help read more

I tried to return a list phone and because I have an account they can't take the phone even though it had nothing to do with me. Like send the phone to corporate or something. So I walked out with someone else's phone. Like how logical is that. Like the worst customer service ever. Rep continued to talk over me saying they wouldn't take the phone and I could try the T-Mobile on bell. read more

This location is my favorite T-Mobile store only because it has the best staff they are very friendly patient and understanding not only do they make you feel welcomed the second you walk in the door but they also have the best customer service, I don't feel pressured to buy anything but they make it so easy I love love love love love this T-Mobile store and will recommend to all my friends and family the kind of location that you will drive an extra 20 minutes for the service!! read more

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I literally created this account just to review this location. I'll never come back to this location again. 3 months later and I am still having to deal with the "retail managers" poor service. I traded in my phone, bought a new phone outright, and opted to get a watch with a line of service. I wanted to know exactly how much my bill would change each month, and I bought the phone and watch outright to keep my bill where I wanted it. She was super kind and helpful the first time I came in. She told me I'd be getting a survey after I left and asked probably 3 times if I would be giving her 10/10. While in the store (the first time) I clarified numerous time I didn't want any surprises and would pay fees upfront to avoid unwanted changes to the bill. I asked a number of times if there were fees or anything I need to be aware of on the backend because again, didn't want to deal with it later once billing cycles changed. She assured me numerous times by paying it all outright and getting the trade-in value all would be as we discussed. She even wrote out on paper the breakdown. Well, that didn't happen. After visiting the store a second time, 3 billing cycles, and 4 phone calls later, my bill is still not as it should be. The second time I went into the store to get it fixed she was there and not helpful, at all, and definitely didn't ask if she provided 10/10 service and definitely didn't send me another survey. Once they got their credit for my purchase they couldn't care less how my experience went. I will only deal with franchise stores going forward, no more retail LLC versions of T-Mobile. Also, haven't been given any kind of credit for the headache this has caused. Not that it's needed, but you think it's be a nice gesture. read more

We usually get great service. Today we had the worst service ever!!! The manager was rude and disrespectful to my wife and I

I really needed help understanding mobile options for my business and Josiah was great at explaining my choices. I highly recommend this place for their excellent knowledge and service. read more

I just switched to T-Mobile from Verizon and I was having trouble with my phone for days, we spent hours on the phone with both carriers and with Apple with no solution. We stopped into this T-Mobile location right before they closed and Joseph was able to fix my problem in less than 2 minutes. The employees never made us feel like we were a an inconvenience and were super helpful. read more

This place is amazing, they always take care of every problem I have. They are also so polite as well, Vanessa helped me to find the perfect phone to switch to and George helped me set up my new Apple Watch. There was one more guy who helped a lot too, tho I can't remember his name, has glasses and short hair, it might have been Jimmy tho I'm not sure. Over all this is the reason why T-Mobile is a set up from everyone else. Thank you for all your help and be safe!! read more

My husband and I bought new phones from Josiah. It was such a pleasure dealing with him. Super helpful and extremely knowledgeable. He's a keeper for sure. read more

Very friendly and knowledgeable staff. Josiah and Jimmie are the ones that helped me and answered any of my questions with no problem. Definitely recommend going to this store! read more

Finally decided to make the switch to T-Mobile and I couldn't be happier! Jimmie and his manager Josiah did an incredible job at helping me find the best possible deals. Free phones, a free line, and a permanent discount on my service are some of the great discounts they were able to provide to me! Josiah and Jimmie were extremely knowledgeable and professional! I would highly recommend both of them and this T-Mobile to anyone! We left feeling like a part of the T-Mobile family! read more

George Julie and Hunter were so amazing and helpful today! They helped turn a not good situation into an awesome one!! Great customer service!!! Full hands on deck. Will definitely make this store my store- they're great thanks you guys!!! read more

My friends that have had T-Mobile don't seem to have the same issues I have. I have only had levels of bad service with this company. At first I thought it was my phone, an iPhone 6s Plus, but after comparing service and battery life with my wife and all my friends with the same phone, I now know that there is something wrong with my phone. Unfortunately I figured that out about 4 months into owning it, which is beyond the return policy. That will be the last time I listen to a tech at one of their stores that tells me that j just have to give the phone some time to let the phone's battery get programmed for my usage. I feel like an idiot for actually believing him. I could accept that but for some reason I am the only one that only has LTE coverage in random places. My wife has the same phone and she has great coverage in our house. None of their techs seem to be able to sort out this issue, big surprise I know. Needless to say, I will not be staying with this network after I am done with this phone being paid off. This is by far the worst mobile service provider I have ever had. read more

By far the worst customer service I have ever experience. First I was told that I was due for an upgrade. The employee was helpful at first. She called corporate to upgrade me. They told her I was good to go. Then she could not do it. So she had to call again and when asked if the employee at the corporate office gave her the ok. She said nothing. She couldn't admit that she was told that an upgrade would take place. I wasted 3 hours of my day for this. I have had great service with T Mobile but today the ball was dropped with customer service. Do not tell your customers they can do something when they cannot. Business 1 on 1. Train your staff on what is possible and what is not. Very misleading! read more

I give Tmobile 5 stars, but the local store only 3. Tmobile corporate called me and apologized for the whole thing. They upgraded my iPhone to 64gb for the mistake, on them. The frustration I went through was unfortunate, but overall I am happy about my relationship with Tmobile. read more

I was very pleased that Shayna was able, with dogged persistence, to pair my LG G3 with an assistive listening device. Many attempts failed, as they had for me, but she spent the time necessary to finally get it working. read more