Customer service. The call center said that they sent a memo to the dealer and the dealer would call back for me when I got a new PIN number. They, of course, said they will not do that an I would have do the hour wait call back to call center. Not the first time this site has been just as helpful. Go to the Broadway main store. read more

I have been with TMobile for 23 years and NEVER have i had such a terrible experience. Chance at the Grant and Swan Store in Tucson FLAT out lied to me about getting free phones and upgrading my plan. He first said he didnt have the phones but was picking them up at another store that night to come back tomorrow. He said i needed to change my plan from 2 lines to 4 for 100 for the free phones so i did that night. The next day I sent my 30 something daughter in to take care of the transaction and he told her that he didnt have the phones we would have to pay 129 sales tax and they would ship our phones I paid it took 10 days to get phones . He gave her no instructions on what to do next. Next thing you know my bill went from 70 to 188. I called was told there is no promotion running like he had told us . So now i have 4 lines only 2 working and i owe 1600 in phone cost and 188 mo billing. Chance is a LIAR LIAR LIAR to make the sale. I had to call customer service change my plan back and still pay for the phones. Chance i wish the Karma on you everything you did to me, to you 10 fold !!!!!!!!!! I WILL NEVER GO TO T-MOBILE GRANT/SWAN TUCSON AZ again. Go to Broadway and Craycroft !!!!!! LEESA W read more

Absolutely, amazing help by Starr. She was so nice and helpful. I love you all, thank you to all.

I'm new to T-Mobile and have been with them for about a month. I needed help and stopped into this place for assistance. While waiting to be helped I started looking at phone cases and phones. I'm an Apple phone owner, but I saw a case that was a cool design that was made for a Samsung phone. I removed the case box from the peg and the eyelet tab that holds the box on the peg tore. Easy mistake or was it torn before I touched it? The a T-Mobile store assistant saw that I couldn't hang the box back on the hook and she deliberately broke away from helping a customer and started yelling at me. "You're going to have to buy it!" This was said with other strong language. I said calmly I apologize and if I owned this type of phone I would, but I don't even own this brand of phone. Again she began to belittle me loudly in front of other customers like I was some sort of idiot that destroyed a product. This type of customer service I didn't want to be around and I walked out. This outward display made me want to go back to my old phone company. I called T-Mobile and they reported this T-Mobile location is not an "official" store and individually owned. Stay away from this store customer service is not their forte. Rude! read more

Star is an amazing employee she help me understand my bill and answered all my questions. Great customer service would go back to this location read more

I can see from reviews that people have bad experiences at all stores. But the 6572 E Grant Rd we got a lot of cold and unhelpful, and deeply frustrating. They have location and are probably really cheery for people getting new contracts and stuff. While the 4811 E Grant road store was great and very helpful. It's the kind of thing that keeps customers coming back, first a tower then a phone and now another phone. Highly recommend the 4811 Grant store, just a few more miles down grant. read more

The service was great!! Klaudia helped us so much she has the best customer service. She kept checking up on us even while handing multiple clients coming into the store. She treated us like family not just clients which was the best when dealing with so much stress. She answered all my questions with so much detailed information!! Klaudia the absolute best don't know I would have done without her help. read more

Amazing help from Johnathan and team at this location. Went to three stores before this one was able to fix my issue!

I was having an issue trading my phones in an unable to receive my mailing labels. I went to the grant in Tanque Verde location and Klaudia helped me. She was unable to be successful in what I needed done however worked through and did everything she could in her power to help me with a solution. She was able to direct me to another location and felt that it would be able to be handled there the next day. I went to the Broadway experience location and had another fantastic experience with a rep. They took care of my issue and all is good. I highly recommend Klaudia at the Tanque and Grant location! read more

This was my plan B site if I could not get a manager to do my phone transition iPhone 8-13. It has the best reviews in town. read more

This place provides the WORST customer service I have ever experienced in my life. Ashley was totally unprofessional and lied to us. I first visited this store three months ago to see if I was eligible to turn in my old phone and get an upgrade, the employee I spoke with, Ashley, said I was eligible and I asked her how much I would pay. She told me that the only thing I would owe on the phone is $110.00 in store, and I would be set. During the process of returning my phone, she kept texting on her own phone and talking to my boyfriend and me about how she needs to leave soon for her vacation. and then she took a personal call. She literally ended up walking out in the middle of helping us because her husband showed up to take her on their vacation. She handed me and my boyfriend off to another person and left. I returned to the store a couple days ago because my phone bill showed that I was being charged for a new phone and that I never turned in my old one. A different woman was in the store. She was overwhelmed with her customers and then called her coworker on the phone, put him on speaker and rudely yelled at him to come back and help her. He said that he was just hanging out in the back. When he walked in to the store, he didn't know the code to the back room so she announced the code in front of all of us waiting customers, and then turns to the group of us and says " you guys didn't hear that, that's how you get in the back" That's an absolutely insane violation. Anyways, after going back and getting the manager involved, Ashley just lied to our faces and said " remember I told you about how you're gonna be on a payment plan for the phone" She never once said that and now I'm saddled with an over $ 700.00 phone payment. I called t mobile's customer care and they contacted this store. Ashley called me the same day and kept telling me that she was in target with her son, she continued just talking about her personal life. She kept saying " it's not a big deal, don't worry about" I then confirmed with her multiple times that she would call me back today to let me know that she added a credit to my account. I have still not received any call from her. Terrible employees that are insanely incompetent. read more

Horrible Experience as a first time customer of T-Mobile. I visited this store to take advantage of the "Free" iPhone promo that T-Mobile was offering and switched 4 phones over from another carrier. Well- the phones weren't "free"- they were far from it. My old phones had no issues and I was supposed to get the price of the iPhone pro ($1k) in purchase for my trade ins+ a monthly credit for 24 months, equal to $1k. WELL- after all was settled out- I only received $830 each phone- so going to this Kiosk store cost me almost $600 vs. what was promised! I have visited the store 5+ times and have had a running conversation with the sales person (Ashley) for over the last six months and EACH TIME she says that she talked to her manager and that it was corrected and to just wait until it showed up. IT NEVER WAS FIXED! This Store is owned by a 3rd party- My lesson is to just go to the Tmobile owned store and deal with them. I am very disappointed with my experience here! read more

I don't write reviews often, but this was my best customer service experience at a T-Mobile store. This kid, I wish I had got his name, was awesome. He wasn't pushy, didn't talk me into things I didn't need, and was helpful in finding the answers to what I did need. I'm a little in shock honestly, which is why I decided to review. Thanks for your kindness and patience, young dude! I will definitely be back to this location. read more

I needed to get my information switched over to my new iPhone 13 from my 8 plus . I attempted to do it by speaking directly with Apple~ iI wasn't very successful. I decided to go to this location for help. I can't say enough great things about each and every employee at this store. Every single employee male & female, 4 in totality were extremely pleasant & professional. In a matter of 20 minutes they put my mind at ease with a "no -problem "confident demeanor. I asked a few questions they responded instantaneously all the while being extremely pleasant. They explained in layman's terms the features of the phone. I wish I could give them 100 stars. They are awesome! read more

Horrible, horrible service. Manager is totally worthless and I don't even know how she ended up getting a job that caters to customer service. The dude there was cool but probable new as he didn't know how to log into my account. I went there to get a screen protector changed and they told me I'd have to go back to the original T Mobile store across town because they are not affiliated with that TMobile but once they put my info into the system then I can return as they will then be affiliated. I'm confident she doesn't know what the word "affiliated"means. Nothing she said was making sense. I will never go to this T Mobile site. In fact, I've been considering changing carriers all together. read more

Jose, the service rep that helped me was Awesome. His patience was more than I could have expected. His knowledge was great. I can not say enough good about him. I am rather "stupid" when it comes to electronic "things". I really needed a cell phone, I have had "freebees" in the past, but didn't understand how to set them up. Jose took the time, to explain in simple language how to do things. He also downloaded a program for me. This store is Highly recommended by me. Go check it out for yourself!! I will be going back there for some things on my "wish-list". read more

What a terrible experience. Been having issues with my phone and was on the verge of purchasing a new one. These two guys in an empty store took 60 seconds to check my ID and tell me they can't help because I'm not an account holder. Told me I need to leave and call them to figure it out. Didn't offer to let me borrow a phone to call the account owner and get things squared away. How does T mobile not have a working phone inside their store? I went around the corner to speedway and Wilmot. Took care of me and I was out the door 15-20 min. read more

This store has some of the most wonderful workers. Ken assisted me with all my questions. He was very kind, understanding and patient. He even was willing to go above and beyond what I had requested. This is the only store, I can say that every time I go there, I feel welcomed and assisted to the max. I definitely would recommend this store to anyone who needs T-Mobile assistant. They all have exceeded my expectations every time. Thank you Ken! read more