Customer service is non existent at this location. I tried to explain that i was there for a phone return after being instructed by corporate to do just that. The lower staff member, Jemarion, rather than trying to be helpful, told me that i was in fact scammed by TMobile and I'm out of luck. Yes he actually said those exact words. Turns out his manager told him it can't be done because they're franchised and not corporate but Jemarion took it upon himself to reword that message in the most unprofessional manner possible. After I explained that he was clueless, i got on the phone with TMobile customer support while at this underperforming location (store manager was tied up) and asked what the deal was. As i was being helped over the phone by someone in a completely different state, Jemarion decided to start scrolling TIK TOK. Wow. Just wow. The rep on the phone was just as confused as i was until the store manager Cesar was able to come over and clear up Jemarion's mess. Btw Cesar, next time i would advise you to have those difficult conversations with customers yourself instead of delegating those tasks to your worst employee. More times than not, junior staff do not possess the same people skills that you typically see in upper management. I had gone through a pretty sizable headache having to return this phone but none of that compares to the 5 minutes of being "helped" by Jemarion. I didn't have any issues with TMobile before today but i promise I'll never be back based on his lack of training alone. Customers aren't your bro, Jemarion. Have some self respect. This store needs a clean up. Do better TMobile read more
