So let me start out by saying I have been a loyal military customer with 7 lines for over 10 years , this store is THE WORSE T-MOBILE store I have ever entered! I originally went in to get my lifetime screen protector replacement and I wanted to discuss my plan and if the new plans could benefit me price wise ... the sales rep that assisted me was very friendly and welcoming , the manager came over and reprimanded him stating he gave me the wrong replacement screen and didn't even acknowledge I was standing there and stated "well you already put it on just let her have it " first of all HELLO I am standing right here didn't even acknowledge me then walked over to the other sales counter where another worker spanish looking girl was with 2 customers in front of her and she stated oh he did it wrong and the manager said yea and the other one states I'm not letting him do any anymore he doesn't know what he is doing , now I know if I could hear it the very kind rep helping me heard it along with the other customers , then the Spanish looking rep started body shaming me making comments that I was plastic , and I took great offense to that , I am a professional boxer/muaythai fighter , a published model and a personal trainer , I work very hard to stay in shape and be healthy , just totally cruel and completely unprofessional and the manager and her giggling about it. I was absolutely disgusted for myself and the poor guy helping me that was also being loudly insulted for the whole store to hear. Also as a Business owner I would never 1. Body shame any of my amazing clients or anyone else for that matter 2. Criticize and belittle my employee at all yet alone in front of the customers. I may just want to take my business elsewhere I def will never step foot in that disaster of a place again in my life . If I could give this place negative stars I would . But I will say thank you to Isaiah the only helpful and kind person apparently in the whole place . read more

I went to mobile T store 102 Kempsville location. I went into talk to them about a promotion. I got two months ago. My billing was wrong from what they had told me . I was told I should just call T-Mobile. They just sell phones. Very unprofessional the place smells like marijuana at least spray so customers can't smell it . And the gentleman came out and help me act as though I was bothering him he was inconvenienced . I do not recommend this location to no one . Overall, the customer service is horrible. 4-17 23 4 PM read more

So I have this soft spot for 1-2 Start locations, in general, that I feel might be due to a misunderstanding, or sometimes even one bad employee that left a bad rep for a single store... but I've been in this store three times now and worked with two different people and have had a mediocre-at-best experience each time. They get two stars because they DID get my account opened. They LOST three stars because their customer service is lacking and the plan that they assigned us to was the wrong pricing structure and I wound up calling 611 the next day to get it all straightened out. We went in on a Wednesday to get an idea of what was going on. We spoke with Andre, a very nice T-Mobile Rep that seemed very confident and knowledgeable. We talked to him for about 10 minutes and told him that we had a few things to take care of before we'd be swapping over and he was very nice and said he'd see us later. Fast-forward a few days, I return to the store to ask to help checking to see if my kid's phones are unlocked because I have to go through the unlock process with AT&T for each phone if not. Turns out they're locked (no big deal) and the rep (a different girl, whose name I unfortunately don't remember) seemed very impatient to get rid of me, which seemed odd since there was no one else in the store waiting to be helped. I wanted to ask her some questions about their buy-off promotion for the up-to-$650-back thing for when you bring your own phone, but she confused me greatly and I wound up calling customer service to have it explained to me. In-store Rep told me that I'd have to switch over, then go without my phone for a month while I wait for the payoff to come back. That didn't make any sense. I was sooo confused. That is NOT how it works, however, and the phone rep was able to iron out my misunderstandings. I went back into the store (because I sat in the parking lot with Customer Care trying to understand) and decided not to do the swap that day because I just couldn't handle the bad attitude of the girl who was there that day. The start of the following week, we returned with all four of our unlocked iPhone devices and our Military ID's to set up our new account. Andre, the original person we worked with, happened to be in. Cool. So, we wait our turn and tell Andre exactly what we want. Basic MilitaryONE plan (not the plus plan, please), no new phones, just SIM cards for our original devices. Run our credit (which we know is strong and we aren't stressed about that part), set up the account, assign selected plan, insert SIM cards. Long story short, I asked him three times to make sure he was putting us on the correct plan (which is $50 cheaper) because we want to see if that plan works well for us before we commit to paying more if it's not needed. The last thing I asked him before we left was if he could please double-check that we're on the right plan to avoid later bill confusion. He looked at his computer screen and said we were on the Basic MilitaryONE plan (not ONEplus). He STILL put us on the wrong plan so I had to sit on the phone for an hour the next day anyway. We will be driving into Norfolk to go to another location if we need help, but honestly 611 has been so helpful, these physical locations seem to be unnecessary with their poor service and incorrect information. read more

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This T Mobile is horrible! Rude ppl. First time I was here I was given info on what I needed to do to Jump. They even wrote it down. Came in today and they told me something totally different and that I would have pay more because phone wasn't paid off enough. Funny thing, it was their idea I considered doing when I came in last time. But the manager told me he wasn't a psychic and was so rude. Please avoid this store. He was in store last time and heard what was said and written down for me on paper they gave me. Made no apologies. Do yourself a favor.. Go somewhere else! read more

AWESOME CUSTOMER SERVICE!!! If you want knowledgeable, quick, and pleasant customer service this is the store for you. Mike, Kia and Josh are amazing and a credit to the company. Thank you all for your help. They work well together too. I will be back for my upgrades Mike suggested because they are need and he was on point with what I had in mind. read more

Do I really have to give this location even one star? This is not a corporate store! If you're looking for good service, go somewhere else. You won't get it here. The manager, Kimmy, was extremely hostile and appeared to be put out to even be asked to help. I ended up taking my phone from her and leaving to go to another location. To make matters worse, I went to a corporate store nearby and they already knew about the problem at that location because I was told that they get quite a few people come to them after leaving this location and were unsatisfied and were even familiar with Kimmy. When I tried to call and speak with someone in charge, no one could help me. They had no idea who owned the store (okaaaaaay, right). When I asked if they could have the district manager contact me, they couldn't give me his name or number and said that they would give him the message and if he felt like calling me back that he would. Well, it's been over two weeks and apparently he didn't think it important enough to take a customer complaint seriously. What about going to the store manager? Kimmy is the store manager. If you are with T-Mobile and have any issues, whatever you do, DO NOT stop here. Run as fast as you can and try to find a corporate store where the work environment is calm and the people are happy to see customers come through the door and do all they can to help. I would pay twice as much with another provider if this was the only location in the area. It is not worth it. I don't know how the owner stays in business. Obviously customer care means nothing or they wouldn't be so secretive about who owns the place or who the district manager is or any contact information. I even asked what the store number was and they told me they couldn't give me that information. I told them of course they could because all I had to do was go through my nightstand drawer and get all the information off of the receipt for the lemon of a phone that I had purchased there. RUN! Stay away from this location. read more

I want to start off this review as it only has one star cause it was close to home, if not I would give it zero I DO NOT RECOMMEND YOU GOING TO THIS T MOBILE AT ALL !!! the girl that currently works there with a piercing is the absolute rudest, she was smacking her lips trying to talk over my husband and I & being so disrespectful I couldn't have the chance to talk because she was basically saying I don't want to help you, worst t mobile and it's so small, if you ever want to go to t mobile the drive is worth it go to cooperate we went to the greenbrier one where someone helped us and was so nice to us read more

I want to start this review by saying I've never left a negative review before, but this T-Mobile store is horrible. My family recently switched to TMobile from Verizon and I needed to take my phone in to switch my SIM card to a TMobile one. The new SIM card had already been paid for by my dad at a Newport News store. The associate that helped him at the store told him it would be no problem to replace the SIM card and wouldn't cost anything. Back to this store though, as soon as I walked in the door I was greeted by no one. There were two males working and only two other people in the store. So I decided to sit down and wait, after about 15 minutes a woman came in who knew one of the men working and after the woman he was helping left he started chatting with her. Which was extremely rude since I had been waiting and she was not a customer. Anyway, she left and he finally greeted me. I told him what I needed and he said he needed all the account information, log in, password etc. which meant I had to call my dad to get it. After I gave him the account information he said he didn't know which phone was mine and couldn't switch it since temporary numbers had been given to our phones (because of the transition from Verizon to TMobile). Well I figured out which number was mine and then he proceeded to tell me there would still be a $30 charge, even though the SIM card he been paid for? I told him that it made no sense to pay for it but he said it was a policy they had recently placed on their store. Weird... he ended up telling me he couldn't replace my SIM card at this particular store and told me I had to go to the Greenbrier location. This location was close to my house while the Greenbrier location was out of the way. Oh and I was 8 months pregnant at the time so I was even more annoyed that I had to go to a different store. Once I got to the Greenbrier store they were EXTREMELY helpful. The manager asked for the other stores employees name and said that it was unacceptable and a SIM card replacement should have been done their at no charge. I was in and out of the Greenbrier store in about 10 minutes. No charge for the SIM card and faith restored in TMobile. Long story short, don't go to this location. read more

I went to this particular T-Mobile store twice. Just to have my screen protector replaced. Both times the customer service was terrible! The employees are unprofessional and rude. They acted as if it was an issue replacing the screen protector. I found out this is not a corporate store. This store is privately owned. Don't waste your time going here even for the convenient location. read more

This store has piss poor customer service. I didn't realize that it was not a corporate store. In fact I called corporate to let them know about the representation that this store is giving to the T Mobile name. Don't bother wasting your time at this store. read more

I went in to get a new plan and they told me I would have to do it myself online and they wouldn't do it for me. I went over to the Town Center location and they said no problem and fixed me right up. This other location was real nice and explained to me that this Kempsville Rd. Location is not a corporate office. They didn't want to bother. I now go to the other location. read more

I went into T-Mobile intending on getting service with them . I was instantly greeted at the door very pleasant by Mariah. She instantly took all the information she needed to install my service switching over from At&T . It was a bit much of a process getting this done but Mariah was very patient and helpful . I spent about 2 hours in the store trying to get things processed with my iPhone . She made me first priority the whole time I was there . She kept good communication whenever she could in and out of the store . I say out of the store because I had to leave at some points to get back to work . So I had to make 2 trips up there .The only thing I wish I could have been different I was In there for extended amount of time , they do not have any benches or chairs for you to sit in . read more

If I could give this store less than 1 star I would. My wife, son and myself went there to look into switching our service. As soon as we walked in, we should have walked out. There were 3 available store associates in the building, with no customers, we were not greeted in any way shape or form. One of them finally said, "Does someone want to speak to them?" and then walked to the back room. Once someone finally did speak to us, he decided that taking a personal phone call was more important that what we were trying to do. This place was and is terrible and would not know good customer service if it bit them in the behind. read more