I went to T-Mobile to change my phone plan to prepaid plan. The person that helped me took a while then said my phone was me to contact T-Mobile about canceling my previous plan. I don't know why this is apparently done separately of getting a new phone plan when I arrived home, I attempted to call T-Mobile. My phone did not work. I went back to the store and waited in line again. The manager noticed me the store and said nothing to me after I was original person made some phone calls and said my phone would not work for 2 to 24 hours. I wanted him to change it back to the old plan so I could have my phone working. I was not prepared to have my phone not working for a day if they would've just told me that in the beginning wouldn't have had a problem. The store is poorly managed, and the personnel are always asking for help from the manager and other workers, horrible service, poor knowledge of service. read more

Hi. I am the person who was frustrated because my t-mobile phone was registering E about 500 feet from I-35. Then I discovered you are the last business in Hays county to have a mask mandate. I was in your New Braunfels store last week. No masks. At your store, you told me it didn't matter that I'm fully vaccinated because that policy doesn't go into effect until tomorrow. So you managed to further annoy a 16-year customer and lose a $1,000 phone sale over a less than 24 hour change in policy. You are right across from my office but I will never come in your store again. read more

The people who work at this location have really bad attitude working here. I understand that customer service is a tough job, but already acting like you don't want to be there right when it opens? I would stay away from this T-Mobile, they answer your questions with attitude, like you're stupid. read more

The customer support dude who assisted me was super awesome. He was very knowledgeable and was able to provide me with frustration free and effective customer service. The Nexus 6 that I had just purchased at Best Buy for the steal of $350 needed a nano sim. My Nexus 5 has a micro so it wouldn't fit in my N6. The dude said no problem, I'll hook you up with a nano sim. And he did just that. Moved my account to the new sim, had me boot up my N6 to confirm my number on the new sim, and off I went to appreciate my new device. Brilliant! Unfortunately I didn't get the kid's name but he knows his stuff and makes your support experience a positive one. Keep up the great work! read more

Location doesn't provide all information to charge more, when asked a question they give half-effort responses. Had to call customer service, where they lied and stated they read me all information...when no one read anything to me. Call and spoke to customer service who politely fixed my issue. read more

I had to stop by this location after my phone was ruined and damaged from the day's torrential downpour. A sad day turned into a very good one for me, thanks to the staff at T-Mobile! Matt came right away to help me select a phone that would work best for me. He was very knowledgeable when it came to the features of each phone, as well as pricing! He broke down the costs to let me know which option was best, and I truly appreciate that! As a customer, I didn't feel like I was getting cheated; because he took the time to thoroughly explain the installment plan. As he was processing my order; another associate, Lilly, came to help! She was very friendly and helped set up my phone by attaching my new screen protector and case. This staff was so friendly and knowledgeable, it really put me at ease. Thank ya'll for a great customer service experience!! read more

Customer service here is absolutely horrible. I have never had a group of workers be so rude to me anywhere else. They refused to help me with my problem and basically told me to fix it myself. I have never left a review anywhere else before but was so absolutely shocked at their incompetence. Do not go here they are absolutely useless. read more

Terrible customer service and will now be driving to any other location for any future problems. I went here twice and was told they couldn't do anything to help me, they didn't even try to figure out the problem. So I went to a different location and they were able to go above and beyond to help me. read more

Had a really bad experience yesterday when the customer service guy dominiq refused to refund my money after he messed up my phone service.

I had come to this T-Mobile a little leery from the previous customer service experiences that I had had not only at another location in San Marcos, but with ordering phones/activating services over the phone with their customer care department, but I can honestly say that I had one of the best customer service experiences at this location! Jason H. patiently listened to my past experience and apologized and worked to ensure that everything was taken care of before I left. He truly went above and beyond to turn my whole perspective of T-Mobile around to guarantee I was going to stay a customer. The whole staff was extremely friendly and helpful, I honestly recommend this location to anyone considering switching to T-Mobile! read more

I'm usually happy with my service at T-Mobile, but I have to say lately I've grown tired of the "I'm sorry", "We apologize", save it. I have the LG G4 I purchased it last July and the week of Thanksgiving my phone just died, so I had to get a replacement, okay the replacement comes in the following week, so fast forward to Wednesday 6/15/16 my phone dies again, so I call customer care to get a replacement, I'm told it won't be in until 6/17 today actually and that I needed to pick it up at the store. I get to the store I get assisted watching as the rep is checking my account and getting my replacement ready, but wait he has to call support due to an error on my account the wrong IMEI number is listed, which if I gave the wrong number it should have been caught by the rep I spoke to on Wednesday, so the guy puts my SIM card and my SD Card back into the phone that is broken as well as the battery, I see him put my replacement back into the back, I ask what the problem is, he says that he needs to send my replacement phone back, due to an error on my account. I'm royally pissed, hot as fish grease as a saying goes, so I'm without my phone again. I'm a very dissatisfied customer of T-Mobile's at this point and with the LG G4, I believe I will be going back to HTC, so I have to wait until 6/20 to get another replacement phone for the replacement phone that was sent back due to an error on my account with the IMEI numbers, ridiculous!!!!! read more

Worst customer service I've ever seen in my life. Apparently it's okay to ignore a customer for 35 minutes when there is only 1 other customer in the store. Only after waiting 35 minutes did I find out that the phone that was bought less than a year ago....is no longer charging & that the warranty doesn't cover it. Go figure. T-mobile's policy's seem to be LESS about the customer & MORE about scamming people. Went to the T-mobile just down the road in Kyle over the same issue for a second opinion. Glad I did! I was immediately helped, the phone was scheduled to be sent back and exchanged for another phone and was offered a loaner phone for the time being. Problem solved. I Mentioned my previous negative experience to the employees in Kyle and they said it wasn't the first time they had people come into their store and complain about the San Marcos store. Save your time and go to the T-mobile in Kyle next to the HEB plus. read more

Avoid this T-mobile store. They charged my credit card, without permission, $75/month for 6 months!!! And then did nothing to help refund the money. It all started when I went to sign-up for service on July 1st, 2017. I told the manager, ...let's call him "Jay", that I was concerned there might not be a signal at my home. He said, "No problem, Boss. There is a 15 day money back guarantee." I said, "So if there is no signal at my home I can return the SIM card (had my own phone) and cancel the service?" He replied, "Yep!" So I went straight home and checked. ....No surprise, no signal. I went back to the T-mobile shop, 1 hour later, and told Jay, "Sorry. There was no signal. I need to cancel." He said, "Ok, Boss." and typed a few things on the computer while I gave the SIM card back. I asked, "Is it cancelled?" and he said, "Yes. You're all good." For the record, I was a T-mobile customer for less than 2 hours before cancelling. End of story? It should be. ....But fast forward 6 months, to late December 2017 and I notice my credit card balance was higher than it should be and near the limit. I checked and saw that T-mobile had been charging me $75 PER MONTH for the LAST 6 MONTHS!!! I was furious. I had recently moved to Washington state so I couldn't go back to the San Marcos store. I called the store and Jay answered the phone and pretended like he wasn't the guy who helped me that day. He also was not interested in helping fix this issue. At all. So I called a T-mobile 1-800 number and they were very nice and said there was "definitely a mistake" since my account had "No usage for 6 months". They promised a "FULL REFUND of $450 in 2-3 days." I waited 5 days. Still no refund. I called the 1-800 number back and spoke to another friendly representative. "Sorry. Looks like there was a mistake. You will get a full refund in 2-3 days." Wait another 5 days and still nothing. I called the T-mobile shop in San Marcos and they were again not interested in doing anything, "There is nothing we can do." So I went into the local T-mobile shop and spoke to some very helpful staff. They said "We are so sorry (even though it wasn't their mistake). You will get a full refund." and a day later sent me an email saying that a check will be sent to me in 5 days. I waited 15 days. Still nothing. So I went back to the local shop and now they said the refund will be put back on my credit card in 2-3 days. As of February 1st, still nothing. Worst of all, I called the San Marcos store again, to let them know that they caused a HUGE MESS, and I was informed that "Jay" (not his real name) doesn't work there any more because he was, get this, "promoted to corporate". Hahaha!!! Wow. The guy who caused me to lose $450 and caused a lot of stress, was promoted? Let that be a lesson to all the kids out there.... If you don't know how to do your job right, you too can succeed! Anyway, other than the extremely helpful staff at my local T-mobile here in Washington state (no complaints about them), it seems the people in charge of refunds at T-mobile feel it is ok to STEAL MONEY. There must be a commission system in place for keeping an account open. I trusted T-mobile with my credit card info and they took $450!?!? I understand that mistakes happen. Nobody is perfect at their job. Me too. But when a mistake you made is brought to your attention, and it has caused someone else to lose a lot of money, then you need to do everything you can to fix it. I called the San Marcos store 3 times and nobody there offered to help fix what they broke. Unlike the T-mobile staff here in Washington, who have gone out of their way to try to get my money back. The shop in San Marcos caused this mess so THEY should be the ones to fix it. Not the nice staff of another T-mobile shop 3,000 miles away. Avoid the San Marcos store. Yes, mistakes happen, and I would be the first one to forgive them IF they actually seemed to care. But they don't. This store can't be trusted. read more