This review is for the 611 customer service no not a retail store. I've had my phone since May of 2023. My calls are dropping almost all the time. I have spoken to several t-mobile employees who said they would "troubleshoot" thr problem to see if any other customers are having the same problems. This is pure bbullshit! They gave me the runaround and tried to gaslight me. I was promised a $60 credit and was told the money would be in my bank acct within about 3 business days. I never did get the money. I've been trying to call them since the Wednesday before last. I get the recording then I get transferred but nobody comes on the phone. I've even had 2 friends try to contact them and ask them to call me. Nobody has! I think my own phone co has me blocked. I wouldn't put it past l.them. It's pitiful that I can't reach my own phone co yo ask where the F.....K is the money you promised me? But I'lll bet the farm I'll get that annoying reminder that my phone bill is due. Your service SUCKS, T-MOBILE!! They could improve by actually answering their phone and giving me the money they promised me read more

Unhelpful staff. No one came to help when I entered the store. If you want to feel ignored come here!

Make sure to go to Emilio he handled everything got me a phone and watch saved me time thanks make sure to go to him

The worst customer service ever. I sat there for over an hour, nobody acknowledged me. 3 people were helped the whole time while one of the "salesman" was having a casual conversation. Complete joke and waste of my time. read more

My fiance and I came in to pay his bill and get myself a new phone. Ahmed was really helpful and cool. He had great customer service though he did make a mistake but we got it fixed. The manager, Drake, came in while we were in the process of setting up my phone. He told two employees to stand side by side and said, "This is what your hair looks like when you wake up on time for work.", gesturing to one guy, then gesturing the next and saying, "This is what you look like when you don't wake up on time for work." I'm the manager of a business and though I work alone, if I had a team, I'd never talk to my team like that, especially in front of customers. There was nothing wrong with the guys hair anyway. The two employees were Hispanic. Drake was white, go figure. I said what I said. I also instantly noticed that when Drake walked in, Ahmed tucked in his necklace that had Persian writing on it. It's obvious Drake makes his people of color uncomfortable. It's even more unfortunate that it's his own staff. Customer Service on the phone was terrible. I don't plan to come back to this location again. I'm giving the Starbucks next door a negative review as well, as I watched a barista take a cup out of the garbage, take the name sticker off and put the sticker on a new cup. ‍ read more

I gotta say i was super livid at the results of getting my screen protector put on smh bubbles everywere and i couldnt even put my case back on it was so crooked but wen my bro inlaw took it back for me to get fixed (benny) made no excuses was in and out 5 min shit looks flawless now thank you for the awesome customer service (benny) read more

Really this rating is a big fat -5. This store has the worst customer service ever. Here's why: We went into this store on 10/01/21, our first dealing since the merge of Sprint to T-Mobile. The associate that entered the transaction entered in the wrong transaction which on the backend is causing me to owe an extra $600. But I didn't find this out until yesterday, 10/14/21, when we received the new phone and after trying to set it up it wouldn't work so we headed to the store to get assistance. A little background on our 10/01/21 visit. We spent well over an hour in the store with 2 employees and a manager helping us for what I thought was clearly communicated and understood which was to pay off my daughter's current phone contract (so she can keep that phone) and get a new phone. Now remember there are a total of 3 employees helping us, so the transaction gets done, my daughter pays all the fees (paid off the current contract plus the fees for the new phone). The new phone had to be ordered online because there were none in the store. We get the receipt and thank them for their time and leave. So now it's 10/14/21, we receive the new phone and we are back at the store trying to figure out what is going on. The store manager (Andres) who was one of the 3 employees that originally helped us is there and talks to us and he states that he remembered us and that we wanted to pay off the one phone and get a new phone. Ok cool so he actually did understand what we were trying to accomplish. He directed us to call customer service so we did. While speaking to the customer service representative she states that we still owe $600 for the old phone (the payoff amount was only $194.00 so how do we now owe more for the phone then the payoff amount???? So she tries to explain and told me to look at the receipt. So I look at the receipt and sure enough the transaction that was keyed/entered was totally incorrect. Now I'm livid trying to explain to the customer service representative what was wrong. That the associate entered the wrong transaction. Hearing that there wasn't anything that she could do unless we could provide proof that the phone was actually paid off (which I can't provide because the transaction was done wrong) I get off the phone with her. Now I'm trying to find Andres so that he can just fix this by correcting the transaction but sometime during the phone call with the customer service representative he leaves for the day. So now I'm being helped by Ahmed and kindly explain to him the whole shenanigan and he walks to the back room to make a call or two. He returns to tell me that he had a conference call with Andres and with the associate that actually entered the wrong transaction and the district manager, Rupesh Patel, and said basically that I had 2 options and neither one of the options were to correct the wrong transaction and make it right. I told Ahmed that that's not acceptable and that I wanted to speak to the district manager myself. He offered for me to come back on Saturday when both Andres and Rupesh will be there. I said no I won't come back and that I want the district managers contact information. So Ahmed disappears back to the back room and comes out with a piece of paper that has the hand written name and email information for the district manager. Their policy is to only give out email information no phone number. Ahmed said that the district manager will reply back really fast. So I thank Ahmed for the information go to my car and send an email to Rupesh. It is 10:00am on 10/15/21 and I have not received a response. I always and do mean always look at my receipts but it's the one time that you don't! Since there were 3 employees helping us I surely didn't think that we would have a problem. read more

I went in on 10/25 to see if I was eligible to upgrade my phones, I was told by Lucy that if I switched my $187 plan from sprint to T-mobile my new plan would be $255 (including the "free" phones) to my surprise when I received my bill it was $520 because she backdated my bill a whole month for no reason. She didn't even know why she did that her excuse was she got confused. After being told numerous times that she was going to get them (611) to fix my bill a month later I went in on 11/30 because my bill was still $364 (over $100 more than what I was quoted) she told me to come back the next day to talk to her manager. On 12/1 her manager Manny told me that they are not going to be able to fix my bill after all and now I'm stuck with a $364 bill for 24 months, basically I was tricked to change my plan and misinformed and there's nothing they can do to rectify this. I have also called the 611 and apparently they can't do anything either. Be careful when making any changes to your account because they don't know what they are doing and they will screw you over. read more

It is ridiculous when you have a MAX capacity at 10 people and 7 are employees standing around not doing shit and the other 3 are customers! Other customers are sitting outside for 20 minutes to simply drop something off (product that doesn't work) it is dumb! Why not get a many people in and out than have 20 people standing outside while your "customer care team" is sitting inside doing nothing! Last time I came here the computers were down. Customer service sucks! Tmobile does not care about customer care! I've been a customer for 11 years and I'm ready to drop your asses! Your service sucks and most of all customer service sucks! read more

Went in today for a new phone, delmont helped me with everything i needed. Great staff overall great environment.

I just wanted to thank KYLE at this store for helping me on Wednesday, May 6th. I was having an awful terrifying day, and my significant other had taken my iPhone 8 and kept it from me. I needed a new iPhone asap. He gave me two options and I have been a customer of your guys' since 2016, so I knew I wouldn't have to put too much down. I could either pick from the iPhone 7 or 11 for a low down payment. He was very quick, as quick as he could be, anyway with the limited tablets they had, which were only two. I ended up choosing the iPhone 11 and he gave me color choices, then quick to ask me what case, showed me my options, and wrote everything down neatly on a piece of white paper, so that he had all the info ready for him to enter into the tablet once one was available for us. I sat and waited patiently, he asked me how my day was going at the beginning, asked me if I had any plans, and kept saying sorry for the delay. I was having the worst freakin day, but his positive attitude kept my mind off of everything. He set my phone up with the case, screen protector and pop socket, and then helped me set my iPhone up and while he was entering in all my information kept checking on me. Anyway, he was very sweet, positive, attentive, detail oriented and genuine. I really appreciate him and your T-Mobile team. Thank you so much for your essential services!!! Keep doing an amazing job! Reneé read more

I love this place.! The customer service is awesome! I was helped by sales associate, Kam on Friday, Oct 2,2020 He was kind, professional, and knowledgable in the products and service. He was such a kind soul and as down to earth as they come. You are an asset to Team Mobile. I just want to thank you Kam for assisting us in everything. Kudos to you read more

This review is for the Isaiah in particular who provided me with an excellent customer experience. About a week I came in on a Sunday with an emergency and a phone that I was no longer able to access. Isaiah greeted me at the door, actively listened to my problem, and then proceeded to honestly inform that they were limited in their ability to assist me at his physical location. At first I was distraught because saying my sense of direction is poor is an understatement. However Isaiah assured me the next location would be able to help, gave me EXCELLENT detailed directions, and even told me what they needed to do for me to set up my next device once I arrived at the next location. Isaiah's directions were SPOT ON and his information about what to expect while moving over to a new device as a Sprint/TMobile customer really prepared me. Thank you Isaiah! You definitely deserve this praise and I hope your employer realizes how much of an asset you are. read more