David was great helping me transfer all my date from my old phone to a new one my daughter gave me. He was very patience and explained how the new worked. He also help me buy an Apple Watch. Thank you David. read more

Don't waste your time here. Waited my turn like a sucker. No queue. After hiding in the back when they do come out and serve the first person they talk to. Walked in and hardly anyone there, told ill get to you. read more

Young Anthony was not our primary rep by since we had to complete our upgrade over two days. however he made the whole second part of the process sooo easy. very knowledgeable and customer friendly. read more

BIG ZERO CUSTOMER SERVICE lyeen and Jackson BOTH of them. They trad me sooooooo bad they left me alone at the store then went outside talking to each other. (((I'm customer coming asking to Buy cellphone I'm going to my honeymoon I need new phone guys on my trip ))) c'mon Then they said they don't have 14 pro max only 13 then opps oh they'll give me just 14 but only purple color. OMG . Please watch your camera I told them purple it's my favorite color but that wasn't right. I don't really like purple. Then rash me to leave because the transfer between 2 phone takes 5 HOURS Rallye !!!!!!!!!!!! And they didn't want to trade my iPhone 7 Then at the end Jackson was play game on his phone and ignored me Questions. BIG ZERO CUSTOMER SERVICE read more

This place is terrible! No one greets you, so you wait around for assistance just to be ignored. Then find out after 20 of waiting there's a waitlist. Unprofessional! read more

When I signed up for service in August I was going to give this location a 5 star rating due to the great customer service but the next day things went from great to terrible with the customer service. The store manager called me an hour after I had left the previous day with a deal that was too good to be true. He would give me a discount on my current plan along with some credits. He told me to come in the next day and he would get this in place. He made an appointment for the next day. I arrive at the store at my scheduled time only to be told by another employee that he actually came in earlier and left because he was sick. He never bothered to let me know this and already a red flag. For the next several weeks every attempt to connect went nowhere as he was never at the store. Finally after a month he was at the store and the tells me that it's too late for the discounts and credits and tried to blame me for not coming in which I immediately told him that I had come in for my appointment but he was no there due to him leaving early and he was never at the store after that. He brushed me off and was very rude. Basically he was dishonest about his claims of giving me a discounts and credits and chose to hide from this. I will never do business at this location again. read more

Sunday evening performance - the manager took care of the problem and ensured customer satisfaction! Solid work ethics and attitude! Keep up the good work! read more

This review isn't for the company or even the store as a whole but for a single employee named Steve. I walked into the store just hoping to be able to get an upgrade for a new iPhone. He looked into my account and told me I had to pay my bill first. okay cool. I asked him if I could pay my bill then get my iPhone and he said sure. He spoke abnormally fast from the get go so I had to ask him to repeat himself a few times. And I could tell he was getting annoyed when I asked him. You're selling phones and plans my man, you're not an auctioneer. Speak slower. The entire ordeal was awkward and uncomfortable so I just wanted to get my phone and leave. When he would talk he still didn't slow down so at this point I just gave up and nodded my head at everything he said. He was placing the screen protector on my phone and I noticed it had three huge air bubbles in it. I politely asked if those will go away on there own and he rudely said to me "Yes. I already explained this to you" "Okay well you talk so fast I couldn't understand you." "Well you acknowledged it" Needless to say I was fucking livid with this asshole. He stepped to the back and came back joking and trying to be lighthearted. Idk what the change of demeanor was about but it was fucking weird. Clearly something isn't right with him so I didn't push it, I just acted coldly and spoke as little as possible until my phone was done updating and quickly left. I will never come to this store again. Word of advice for the managers (coming from someone who works in retail too) train your employees to know how to talk to someone appropriately when they ask a simple question. Or at least don't hire people who are such fucking dicks. read more

Worst company I have ever seen, they over charge the bills and take for eve my request I had no choice to switch with another provider and I am paying for same service 1/3 now. Never recommend any one to T-Mobile read more

Giving credit where it is due. Yesterday 1/24/19 started horribly for me for someone who commutes from Greenbelt, Md to Sterling, VA everyday having a working cell phone is critical. My Samsung Galaxy S8 has been largely reliable for the 2 years I've own it but today it would not connect to a cell network no matter what I did. I called T-Mobile customer support and they walked me through there known troubleshooting steps with patience but no results. They suggested I go to a T-Mobile store and speak to an expert. I had to get to work so I slapped the SIM card in an old phone just to get thru the day. Stopped by T-Mobile Dulles Town center after work and spoke with Steve Espinosa. He listen to my story then said, " I have dealt with the issue multiple times this week", In less than a minute is he had shown me a little known setting on my phone that for some reason defaulted to " DO NOT Connect o to Cellular Network " WHAT???? He changed that setting back to allow cellular calls and in less than a minute I was on my way. Thank you Steve! read more

Worst customer service I have ever experienced and they are proud of it. I purchased an iPhone that would shut off constantly. This was happening within three days of my new purchase. I went in on a Friday evening to exchange it because it would not turn on. They went to the back, checked and told me they had the replacement. After a while my phone turned on again and they told me they didn't have the replacement anymore and asked me to go to the Apple Store to replace it. This is not my first bad experience with them. Save yourself the time. They are the worst! read more

Do Not Buy from this Store. I went into the Dulles Town Center T-Mobile to purchase a new phone. The one on display that I wanted was not in stock. I made a 2nd choice. I waited for two hours as the information was being "transferred" from my existing phone to the new one. The sales staff was socializing with non-customers while this was going on. I was told that the transfer was complete. I found out when I tried to make a call that no information had been transferred. In actuality all of the data, more than 70 phone numbers and contacts on my existing phone were gone forever. This included many private numbers for medical professional that my incapacitated wife requires. The attitude of the store was basically "Oh Well." No assistance was offered. No credit was offered. Do Not Buy from this store. I am so amazed by their attitude and even the attitude of the T-Mobile "Care Staff" over the phone that I'm even canceling my phone service with T-Mobile that I've had for over 20 years. read more

Crystal was awesome! She processed our request in a timely manner. She was so pleasant through the entire visit. My husband and I appreciate your help. Thank you!!! read more

Stephane was awesome...your in good hands if he is your rep. Thanks for the easy switch.

Wow I'm the first to review this place, what a surprise. The one star is simply because 0 is not an option. T Mobile as a company flat out sucks and this store in particular just ices my cake. I'll start from the top, it's gonna take a while but read it if you value your sanity and don't wish to be robbed of a big chunk of cash. So it all began when I thought Verizon was charging me a little more than their service was worth, having already used Sprint in the past I though T mobile would be a good idea. They were the cheapest (that alone should have been a clue) so I went in to see what options I had. Got a decent deal on two Samsung Galaxy phones and ended up getting a family plan. Now since I don't live in the city the salesman was not certain whether I would have data service at home but assured me that if it didn't work, I had 14 days to come back for a complete refund. Of course I believed that line of BS and made my purchase. $454 later I was out the door. Well of course the service at home was non existent, apparently T Mobile only has service in the hood. Anyway less than 24 hours later I was back in the store to get my refund. Well wouldn't you know it, it was not that simple. Since I'm not like the majority of people and prefer to pay in cash, instead of buying things I don't need with money I don't actually have, I had to get my refund via corporate check. Sucks but they told us it would only take 4-6 days which would have been fine. Well after waiting for two weeks we started calling and sure enough the twelve year old who processed the refund did it wrong, but they never informed us of any issues. The manager ducked us for days and we were finally able to talk to another manage who said he fixed things and that the refund was coming. A month later we got a mystery check for a little over $80 and then called to see what was up. The manager was "at lunch" and was supposed to call us when he returned, that was four days ago. Well today another mystery check showed up, this time for $354, wrong amount once again. Manager is still ducking us or is enjoying the longest lunch break in the history of t mobile. Over a month into this mess they are still holding our money hostage and scatter like cockroaches when we attempt to contact them. Now I know why Verizon charges so much, BECAUSE ITS WORTH IT. T Mobile deserves to crash and burn and this store especially sucks. Brain dead employees, horrible customer service (unless you are Spanish) and an all around disaster to deal with. Do yourself a favor STAY AWAY FROM T MOBILE, its not even worth walking in to crop dust the staff, my farts even have better places to be. read more

When you request to speak with a manager he's mysteriously always in lunch! They have the worst customer service ever, the manager is of no use because he clearly does not care about a customer that has been with them for eight years. Stay away from this store, the manager and staff don't know anything and DO NOT care about the customers. Go to AT&T or Verizon honestly. It's worth the extra dollars because you're going to have headaches with customer service later on! read more

David greeted us when we first walked in, even though they were busy. Steve ended up helping us quickly switching from Verizon to T-mobile Process was pain free and very quick (we did 2 lines in less time then it took to write this). All in all I was skeptical about the customer service based on the previous reviews, but I was pleasantly surprised. read more

This was the absolute WORST experience I've ever had to deal with at the Dulles Retail Plaza location. Tereasa was very unprofessional and blatantly rude to both my 70yr old grandmother and myself. I left the store without my new device and very unsatisfied. I will not be returning to the location ever again and will be looking in to joining a new service in the near future. I have been with t-mobile for the last 5yrs... read more

Bad customer service. In-person representatives tell you everything you want to hear to transfer carries (in my case Verizon to T-mobile), yet, can't uphold the benefits promises. If you're with Verizon, stay with them; a much better carrier with better data service and a lot better customer service. read more

Thank you so much For your help You are a nice person yousef safi I have a issue with my account yousef You call the customer service You fixed the issue I have is Thank you for your help yousef read more

This store is terrible, the sales person went into FULL ON sales mode not listening to anything I had to say. They tried to tell me they won't let anyone walk out of the store without the phone fully running and it takes the mid-tier data plan to do so. You also need insurance and all the bells and whistles because if you don't you might not make it. Also started asking me about my wife's phone which I just got it and it is already on T-Mobile, but no they have a great trade in program so she can get the model that just came out. TERRIBLE TERRIBLE TERRIBLE, I just walked out. Too bad I had cash ready to pay. Going to try the Manassas T-Mobile right off of Rt. 28, there was a young lady there who helped me get my iPad working on T-Mobile. read more

Contrary to the previous comments, I had an excellent service experience at this location. The staff was friendly and knowledgeable. The manager was great and even helped me set up my apple account to make using my new iPhone that much easier. read more

This is where, I found the worst customer service ever. Salesperson even doesn't know how to offer the product and service they sell and provide. When we complained about it they just stood against us to argue trying to prove they are right. Gosh, please find another T-mobile store somewhere nearby and save your time. read more