I called customer service today because my phone is not charging. After explaining the issue, I was advised to visit one of the stores to pick up a replacement phone, as it was supposed to be covered under my insurance. When I arrived at the store, I was there for no more than three minutes before the manager, Abdul, told me there was nothing they could do and brushed me off. He took my phone to the back of the store, removed my screen protector, and ultimately provided no assistance or solution. This was one of the most unprofessional experiences I've had in a retail store. Whether he was ready to leave for the day or simply did not want to help, that is not an acceptable way to treat a customer. I believe this location needs to reevaluate its customer service standards and provide additional training to its employees. If I could give this place zero stars, I would. read more

Very unprofessional location. I needed a new phone. Waited about an hour because they were down an employee and apparently their cameras were down inside the store. They set up operations outside with one employee inside. There was a super drunk girl drinking and eating crabs with the outside employee. Guess they're friends but it was very disruptive. I've never seen anything like this in my life. After all the waiting I got to speak with the outside employee only to be told me I would need to go to a corporate store. What a waste!! I would never ever come back here...DO NOT RECOMMEND!! read more

Brrring! Brrring! My 2016 phone was getting flaky and Boost network slower and more erratic. Time to upgrade both. T-mobile had done a brilliant marketing move by sending me a wifi hotspot for a free 30 day test drive of the network, so I knew the reception was good at home. Went to the website and found a decent plan and Samsung had just introduced a midrange A71 with everything I really needed and OMG half price when you switch. So of course I did a Yelp search for nearby stores. Called around and this one had it in stock. Grabbed my mask, Yelp hand sanitizer, and car keys. The store is a single slot in the White Oak shopping center near the Lockwood Road entrance, a couple of doors from the bowling alley. Had to wait outside for a few minutes since they were at capacity, and they were doing all the right precautions, masked staff, sanitizer handy, and distancing marks. I was helped by Nef (no that's not a typo) and he did a great job. So we got the account set up, downloaded the transfer app and moved everything over, then went to port my number to the new phone. Boost was truly evil about that. Couldn't get the required account number from the website or app, had call. Dropped once, then on hold for 30 minutes. Kept my cool but thinking words only suitable in a barracks. The final hurdle was making sure I got the 55+ plan, which the computer apparently hadn't been programed to do. More props to Nef, and at least the person he called knew the deal. So here's the first review on my new phone. Process couldn't have gone better, and obviously the jerks who caused all those negative reviews have moved to Boost. read more

I when in the store when my phone was over heating, they tried to fix it but no luck but they said to me you are eligible for a free 3Rd line , I didn't do it in the store, I called customer service and they did it but every month they change me for it so every month I have to call and they refund me the $20 but this month I called and they said ok but I never got my refund so I called back and asked for a super visor and I got David P. ID# 1049591 and I never had a worse person to talk to from T-Mobile in 15 years I been with them . I told him that im not happy and I was going to cancel my service with them and he told me how I can do it . When you have people like this that don't care about customers why are you in business!!! So sad that you have people that don't care . read more

Horrible customer service. I went there the other day and Joseph the guy who was helping me was paying more attention to his gay app then finding a way to fix my problem. Also the music in the store is very loud . Don't go there , get your business somewhere else Horrible store . read more

Update: I was able to get a refund from the employee who asked me to come back. He was very apologetic and did not seem irritated like the other employees there. They still have to work on there customer service, but I will say... for a good customer service experience ask for Soko! Most of my experiences have been pretty good until recently. I am a gadget freak and upgrade my phones often. I went to upgrade to a Note 9, which was scratched by the employee when putting on the screen protector (she was handling the phone pretty rough and I didn't realize she had taken the plastic off the back of the phone). I paid full price for the phone (about $1k), and I did not want to leave with a scratched phone that I hadn't even had the chance to play with. They did not have anymore purple phones and asked me to come back the next week during certain days because they were expecting a shipment. When I went back on the first day indicated the employee who told me to come at the same time was not scheduled at the same time either days he had asked me to return!!! So I had to explain the situation to the assistant manager who wanted to charge me the restocking fee for returning the phone (which at this point was my only option bc they did not have any more of purple notes and did not know when they would get another shipment). The assistant manager was not able to waive the restocking fee and told me to return the next day when the the manager and other employee were scheduled. I am dependent on my phone for school and work. I reset the phone on my way to the store thinking the phone would be available as promised. Luckily, I have a back up phone. However, I am extremely upset at the inconvenience, the disregard for my time, and the dishonesty. I felt like the person tried to take advantage of me and didn't think that I was coming back. My advice: If you are ever in a similar circumstance, ask for a refund and take your money elsewhere. read more

Antonio was a really great resource with help to order the new iphone! Answered all of our questions and was very polite. He is the general manager of the store. He gave us what he thought were the best phone options for the new iphone 11s. Great service read more

Crooks and Frauds. Don't bother with this location. The staff is clueless about the company's policy beyond selling someone phones and lazy with handling complicated problems. Save yourself the headache and go to a different location. read more

great customer service!!!!!. the teamwork is phenomenal!!!!! thank you guys for your prompt help,& great customer service!!!!

For a busy store, the wait time is decent. Expect to spend 10-15 minutes waiting for service, considering T-Mobile is growing fast with the new unlimited plans. When I initially purchased my Samsung Galaxy on a 24-month payment plan earlier this year, they were very helpful. The sales people are very knowledgeable on phones, and I'd suggest you take their advice. Not often I recommend that. They're always fast and reliable with making payments at the store. read more

This Corporation is a sham I bought an iPhone 12 pro I had it for two days it glitched I called within the 40 days and the rep said that they would replace it with a new one, but do to the high demand that I had to wait almost a month before they could send me a new replacement. Well long and behold the rep Never documented it as a new replacement and had the never to charge my for a whole new phone not a replacement. And it's almost impossible to get a person from the USA. Basically this Company is the worst!!!!!!! read more

Poor customer service skill. I walked in with 3 legitimate SIM cards bought from T-Mobile and I need just to cut it to nano sim but he refused and he told me it is illegal to cut SIM card in the USA but then he told me to buy new one;I refused but he said he won't help then I called customer service on the phone on my own I explained that I think he is racist then he and a Spanish guy tried to kick me out. I feel like T-Mobile is hiring thugs or they really need to retrain their employee because they are not professional at all. I understand I was frustrating but they didn't care. read more

The customer service there is top notch. The assistant manager of the store James was absolutely marvelous. Is he been having troubles with a phone and it's the phone it's self read more

Alex R. was great in helping me. Very patient and would highly recommend him. Great service.

This score is a blend of the 2 experiences I've had here. The first would be 4.5 stars when I was switching carriers from Verizon to Tmobile. Alpha, Brian and James assisted and were awesome. Took a half star off because it did take a bit longer than ideal (we were there for roughly 1.5 hours to convert 2 phoneplans). The 2nd time I came in was 2 weeks ago because the phone I got 2 months prior had broken. Jose C. "helped" me and I would give him -5 stars if I could. He made it VERY clear that they are only incentivized to acquire clients so when it came to run-of-the-mill customer service, he was very hasty and not willing or wanting to help. He wanted to just get rid of me and he kept telling me to go to another flagship/corporate Tmobile store because they "may" be able to get me a replacement phone right away. I asked him if he could call to confirm that and he said no. He told ME to call - how could I call without when my phone is broken? So, he made me call with the store phone. I was appalled and it was by far the worst customer service I've ever received. I've certainly never received such bad customer service when I was at Verizon. I would rather pay the extra money with Verizon for their ongoing great customer service. Tsk tsk Jose C. for your UNHELPFUL + AWFUL customer service and for bringing a bad name to Tmobile. I am definitely going to Corporate with this b/c it was so maddening and I was seriously appalled at his lack of customer service. read more

I recently bought an unlocked T-Mobile pre-paid phone online and went to this store on 6/27/16 to see if someone could assist me in making a smooth transition from an old LG3. Everyone in the place was friendly and I was greeted upon arrival even though there were a couple of customers ahead of me. This was a good sign. When it was my turn, a young gentleman not only sold me a SIM (my old one didn't fit) card, but transferred all my contacts via Bluetooth. This is an extremely small store and it got crowded pretty quickly, but I didn't feel rushed at all and I appreciated that. Way to go! read more