I had one of the most frustrating and inconsiderate customer service experiences of my life at this T-Mobile location, thanks to customer service representative Matthew Wrenn. I came into the store at 5:45 PM on Tuesday, January 13th, because my phone was intermittently disconnecting from Wi-Fi and briefly showing "SOS." My phone was fully functional before I arrived -- I could make calls, text, and use data both on and off Wi-Fi. Matthew told me he would "try" to fix the issue but that Apple might be needed if he couldn't. Without clearly explaining the risks, he deleted my eSIM, and then was unable to reconnect it. He called customer support, and after nearly three hours, just before the store closed at 8 PM, I was told they had done "all they could." At that point, I was informed that: * My phone was now completely unusable * I could either wait until Thursday to get a replacement OR * Upgrade and buy a new phone immediately At no point was I told that "your phone will not work at all" was even a possible outcome of this visit. I explained that I was far from home, had no GPS, and now had no way to get back safely. I had to call my grandmother to come pick me up. What happened next was unacceptable... Because the store was closing, Matthew treated me as if I were an inconvenience. He told me that unless I wanted to buy a new phone, I would need to wait in my car, and if I needed anything I could "bang on the door." After spending three hours in the store only to leave with a phone in worse condition than when I arrived, I was essentially kicked out so he could leave on time. This was dismissive, unsafe, and wildly unprofessional. My family and I have been loyal T-Mobile customers since 2000, and this experience alone has seriously damaged my trust in the company. Turning a minor network issue into a completely unusable phone -- then abandoning a customer without concern -- is not customer service. It's negligence. read more

David was very patient and helpful. I came in today to add a line to my plan and was immediately assisted by David. He was very patient due to the fact the store was out of stock on the phone we wanted. He did not hesitate to order the phone and have it shipped to us. I am very pleased to have been assisted by him because my cousin can be very picky but he handled the situation very quickly and got us out of there with no complaints. Parking is good. Interior is very clean. Customer Service was 10/10 read more

T-Mobile - outside - Mobile Phones Near Me - Richmond, Virginia

We went to the store to get a new phone Darell helped us and she was great Very helpful and took care of us Helped us to install program we needed for work Thank you DaRell read more

Very good service customer service was fair help me with all my needs haven't had a problem with that and over two and a half years

There is a reason that all the reviews talk about the excellent customer service in this store - because it is excellent. We drove from Lakeside based on the yelp reviews and WERE NOT DISAPPOINTED! Mike greeted us at the door, took my information while I sent the man to the table to sit down. The Man received a text indicating that the wait time would be approximately 17 minutes. Was it longer? Probably. Was it worth the wait? Definitely. Mike listened to what we wanted, looked over the plan that we had (we brought our latest bill with us), checked what could be done between T-Mobile and Sprint, made some suggestions and ultimately saved us some money. I think we ultimately spent 3.5 hours in the store. At no time did Mike or any of the other associates make us feel like we were wasting their time. No one was in a hurry to get us out the door. Everyone was pleasant. Our time was well spent getting the new, upgraded phones and having the two (one Samsung and one iPhone) migrated and running. Mike's time was well spent researching our wants/needs and making the best suggestions for US and not necessarily for the company. We were very happy with everything and look forward to our working relationship with this store. read more

As far as I'm concerned, this is probably one of the best locations in the city. They have great customer service, the employees are not salesy at all, but they are very helpful. If you say you are just looking and don't want to be bothered, they respect that and give you your space, but they remain friendly and welcoming either way. Although this location is always packed, even on Sundays, they employees blow through the waitlist, even when they say they have a long wait, and they never rush you. This place is customer service at its best. The chic, modern atmosphere does not hurt either. It almost has a boutique-y feel, and they always have on some really great soul or old-school-inspired music. This small touch makes the wait that much more bearable. read more

Nothing but excellent customer service from Genniea at this location. She regularly goes above and beyond. I traveled across town today to go to THIS location for assistance. The level of customer service is worth it. read more

T-Mobile - Mobile Phones Near Me - Richmond, Virginia

Staff at TMobile 2545 Sheila Ln were EXCEPTIONAL! Honestly, Houda, Evelyn, and Justin were straight up astounding!! We spent many hours with this team split over 2 days to purchase and set up 2 new phones. They were patient, committed, exceptionally resourceful, astoundingly helpful, and straight up fun! I dreaded switching from android to iPhone and these brilliant TMobile minds not only made it easy, they made it enjoyable. They problem-solved my every issue and honestly went out of their way to provide the most astounding, exceptional customer service. I cannot rave about this Sheila Ln team enough. I am forever thankful we went there! read more

Vincent was super helpful. Had some issues with my sim card and he fixed it right away.

I travel from Short Pump to southside for the great customer service that I get at this location. The sales reps are knowledgeable and take their job seriously. I went to another location and my account was messed up royally. The sales rep, Lashana, and the assistant manager were able to assist me. Thank you so much for your patience! Thanks to the manager, Jeff, who I saw during the holiday season and told me about the new coverage and deals with T-Mobile. As I had been a longtime customer since the days of Voicestream (most of you don't remember that). When I moved several years ago there was no service in my neighborhood using T-Mobile, therefore, I made the switch. T-Mobile has always had great, inexpensive plans. Now, they've added BingeOn, T-Mobile Tuesdays, GoGo internet in flight, etc. I can travel to Europe and use my phone like I'm in the United States. Where else can you get that? Top that off with the coolest CEO, John Legere, that walks the world into his everyday life from his runs, traveling from coast to coast, cooking his Sunday dinner, and even allowing customers to email him. I'm glad that T-Mobile has expanded coverage to my neighborhood and some rural areas. read more

Usually this place is PACKED, weirdly it wasn't today which was great..the customer service is always great here..no problems read more

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Excellent Customer Service! Visited this location on two occasions and both were a great experience. Genniea and Dominique were the best! These ladies are excellent at their jobs. Very knowledgeable, great personalities, patient, best customer service ever. Genniea went above and beyond to be sure my phone worked correctly. I would recommend this location to anyone having problems. Wendy P. read more

Retail locations of cable and/or cell providers usually means lengthy waits and shoddy service. Not so at this location. In my three dealings with the Shiela Lane store, I have found the employees to be extremely competent, thorough, patient and helpful. Most recently, "Bobby" helped me navigate the return process after getting incorrect information online. He also got me setup with a new handset in about 20 minutes. "Paul" processed the exchange of a case I didn't care for swiftly and expeditiously without the usual cross examination many retailers give their clients upon return. Four stars as opposed to five though, due to the exhorbitent prices on accessories. My $47 Otterbox was available online for $22. The exact same model. That left me with a bad taste. No reflection on the outstanding employees here though. read more