This is the worst experience I've had in almost 20 years being a customer of Tmobile. I moved from California three years ago to Florida, and I've never gotten the same service customer service . I got an ad sent to me that I could upgrade with my jumping demand plan for the iPhone 16 so I thought instead of going to the store I called the representative. I actually was on the phone an hour and a half by the other day he was very, very nice . Said I had $1000 credit or something. He set up the whole thing for me. He was really nice. I had to pay 167 down and then I had to pay some money upfront for the screen protector so it got sent to me when I picked it up. I went to a Tmobile they were rude. The girl said I can't accept this because she didn't see it in the system as a jump. Demand exchange we call customer service. The woman said that the guy messed up so then I left the store and stayed on with that woman on T-Mobile for over an hour in my car of my day so this was two days in a row already so she tried to redo the order for me. Then when she read the order she said oh but the only thing is you'll get your 167 back on your next billing cycle. I can't give it to you now the money that I had paid And she said if I wanted that iPhone that I'd have to pay $400 I was like what what is happening it was so crazy so then I said well it's available and she told me like a galaxy or something and it got so crazy with all the money. I thought I was getting really screwed around. I finally said just forget it I'll keep my iPhone 14 for now but I'm still gonna have to wait for my 167 which I paid for a phone that I never got. This is the worst experience ever. I would never write this unless it was truehorrible read more

I went here with the intention of potentially getting a new phone. Alex assisted me. As nice as he was and after him trying at least 5 times to place my order, and having me wait for over 2 hours, I didn't leave with my phone. I was told something was wrong with their processing system, Cherry also tried to help me but by that time. I was over the whole situation . However my story gets worse. Being that I was so sure I was trading my phone in, I allowed Alex to remove my protective phone case and tempered glass screen. I didn't notice until after I left that he didn't put my screen back on. I immediately called to inform them and I was told by another young man that my screen is put away in a safe place and I can come get it. Unfortunately when I came back. Not only was Alex no longer at work but I was told that my tempered glass screen was in the trash. Here's the kicker! The young man offered to take it out of the trash and give it back to me! CAN YOU BELIEVE THAT? During a pandemic, some one had the audacity to attempt to go in the garbage and expected me to take a covid germs tissue and trash contaminated screen sitting in the trash with God knows what else. I told him no way. I'm not taking it back. He then told me I would have to call the manager Cherry the next day to justify the situation. Not only have I been calling Cherry and Alex for two days but they have failed to return my calls. Each time I called I was told that " she's busy" and basically dismissed by the other employees who answered the phone. I was understanding of her " busy-ness" my just two calls and I even called again 4 hours later. I was told again that " she's to busy " to take my call. I left my information and polite asked that she return my call. yet A whole 4 days have gone by and that call from her or anyone never came. I am very upset and I feel as though my needs and importance as a customer were sat aside and they don't value nor respect me as a customers. I am out of a $40 tempered glass privacy screen, a new phone, and my time! I'll stick with Tmobile as my carrier FOR NOW but I won't give this location a dime of my money, time or service again Update. I finally spoke to Cherry and she was very apologetic, she made sure I got a new privacy screen. I'm happy now, she was very helpful and promptly fixed the situation. read more

Very good, I was being helped by Alex to upgrade my phone and he was very sweet and professional. since the data transfer took a long time I was able to walk around the plaza and he called me as soon as it was finished which was very. exceptional. place is very clean and organized. I recommend coming in on the weekend's when it is not rush hours. read more

I went to this store a few times after switching all my lines to T-Mobile. The staff is very helpful, kind and knowledgeable. I highly recommend this location. read more

This is the first time I see such bad employees. The cashier of Spanish origin does not speak English well. Couldn't spell my account number on the phone. Very disappointed with this service. Couldn't help me. They said to call by phone and solve your problems. Very bad service. read more

The guy who works there is horrible and not professional at all.he is helpless. Has always a bad attitude. Never answer questions,always avoid answers.he hanged up on me saying he cannot answer me he has customers at the store.aweful experience read more

The situation here is the customer service and the bad temper from Alex , one of the customer service , who really has a bad temper , looks like never had an educación in customer service ! read more

Alex Rubio is an employee who was trying to help me and my Russian speaking friend to choose the plan for the new Ipad and was trying to help to open the T-Mobile account. Unfortunately he had not succeeded in any issues cause of lack of training we guess and not having a sufficient level of his English language knowledge. He explainEd that the T-Mobile website didn't work, and that was the reason he couldn't show us the post paid plans for the tablets from his computer ‍. After that he said that a week ago T-Mobile renewed the application form and the system would not accept the international ID/passport of the owner of the legally registered business in Florida which doesn't make sense cause there are millions of businessmen who have company's Tax ID(EIN) and work here using their passport for identification. We provided Alex with all the information about the company(EIN, name, address etc). And The last unprofessional answer was that his Manager Alfonso can't come to us and help because he was not at the Store at the moment and he would be back at 4pm. Today is Saturday. The store is full of multilingual clients and the Manger is not there? :) Really!? Lol why is Alex working in Sunny isles if he doesn't speak Russian or at least can not help the Clients in English but the way it should be? Is this the way T-Mobile employees provide the services to their Customers? Thank you! read more

I started coming because of the convinces of the location but stayed for the nice employees always there to help you out especially the manager cherry she is a very very nice person helps me out with all my phone problems A1 service thank you again read more

I must be honest and say I'm not the one to take the time out to write a review but after my experience today with Erika and Yuisa I felt the need to tell everyone!! I came in today to transfer all my data from one iPhone to another, and boy do I have a lot of stuff to transfer and photos that mean a lot to me. When I first walked in I noticed right away how busy the store was and figured I'd be there forever trying to get this done.. but the girls greeted me instantly and were so attentive to my needs. I over heard a couple getting pretty nasty with one of the girls however she kept it very professional. Even though all that was happening my data was transferred, questions were answered, and specific needs were met in a timely manner. This location isn't the closest one to my home but I will definitely drive out of my way to receive the quality service like I did today. read more

I walked into the store tonight to make a payment and a gentleman by the name "Alex" was at the counter. I asked him to assist me with a payment. He was on his phone watching a soccer game. Wasn't even considering that he's working and should probably give his attention to me the customer. The service was so horrible. He placed his cell phone down on the counter with the soccer game still going as he's watching it and talking to me asking me for the account number. No eye contact at all. He couldn't figure out how to process the payment on his iPad so he called "cherry" on her cell phone to assist him with it. I asked him to perhaps give his attention to the transaction to which he replied "your just a payment" the guy obviously doesn't like his job and doesn't want to be there. His attitude is poor. I've been with T-Mobile for over 10 years great company, and I won't let this horrible experience ruin my relationship with T-Mobile, but it definitely tarnished it. read more