The three gentlemen who work the PM shift are absolutely mean. They act like they're doing you a favor by helping, if they help at all. They don't greet customers or show any basic courtesy. Instead, they look at you as if you're a nuisance for simply being there. I do not recommend coming here. The customer service is absolutely awful. read more

About two months ago I switched to T-Mobile after 20+ years with Verizon, to take advantage of an over 55 flat rate plan for $55. TLDR: They sell the service, but can't deliver the service. Avoid. My experience so far has been that the store at Apple Blossom Mall in Winchester fumbled transferring the service to my phone and setting up my account. Along with inconvenient incompetence, they added some kind of $15/Mth protection plan without my permission which I discovered on my first bill. Fine, I called billing and got it taken off. Service was working OK up till about 5 days ago, Then, I suddenly started losing voice and text service for hours at a time. It comes back for 10 or 15 minutes, then disappears again. I get no service available messages, dropped calls or just clicks without connecting. Text messages are taking between 2 and 8 hours to be sent. Responses take as long to receive. I live alone and am in that 60+ higher risk group, so when I can't call an ambulance or the fire department, it sorta concerns me (ya think?). They have absolutely no service support, NADA. It's a phone company who does not want you calling and bothering them when the phone service isn't working. Lots of ways to pay your bill online, but report service outage? Nope. I had to create a twitter account, and then tweet a complaint. 15 minutes later I get a canned looking response from some guy who says "DM" me. After I figure out what that means, and how do do it, I discovered his message queue was set to refuse all direct messages. Another complaint, and another 15 min pass. New person says same thing but her mailbox worked. She asked about the problem, and that I follow a link and verify the account. I did all that immediately and then, nothing. I sent a "Still here" message after 1/2 hour and got nothing. After and hour and 10 minutes I get a text from T-Mobile support (Hey It's working for a change!) saying to keep their employees happy they are working reduced hours so...I guess the online support person just went home or what ever. All this took from 9:30PM to 12:30AM. It's like the Seinfeld joke about the car rental reservation, They can sell the service, they just don't know how to deliver the service. I am going to assume because of so many extra people at home, they have nowhere near the capacity to both stream everybody's Netflix movies and my voice calls, so maybe it would be fine normally, but if I can't count on them in an emergency, they are not the right company for me. I am very sorry I switched, and am now trying to get back on Verizon without going into a store. read more

I moved to Winchester 10 years ago before TMobile was available in here. So I'm pretty loyal. I've experienced bad customer service at a particular store here in Winchester so I decided to look online for reviews to see if it was just me...and it wasn't. So it was an easy decision to visit the one at the Apple Blossom Mall. Michael and Carson were welcoming. But Carson, the Manager helped me with my questions. He had exceptional communication skills and explained the various services, plans, and promotions that would get me the most bang for my buck! I'm in the 50+ group so technology can be baffling at times especially phones! I told Carson I'd been with Tmobile a long time, he checked 12 years to be exact. Good Customer Service is essential! But GREAT customer service will make you buy EVERYTHING in the store. I walked out with the Samsung Galaxy S21 Ultra, an Otter box, Galaxy buds and the Galaxy Watch Active2. All I wanted was to ASK about a phone upgrade. Carson, thank you. You rock. Keep up the good work! Tmobile this loyal customer, Loves Great customer service. Give Carson a raise. AND I AM NOT AFFILIATED WITH T-MOBILE IN ANYWAY NOR AM I RELATED TO CARSON! But you Can send me a gift if you like read more

I wish ai could give zero stars. Tmobile the cell company is great. But don't buy anything at Mall location. They will mess up your bill. They add services you didn't approve and trick you into buying with deceitful tricks. I was asked to buy ear phones at 50 and told it was one time sale price but he charge me the tax on my credit card and financed to my account 100. Then week later I see we are signed up for protection plans amounting to 0ver 20 dollars. While we were there a cash customer came in to buy phone, and realized their deceitfulness and cancelled order on spot. They are bad name on tmobile. Don't get caught in their scams. read more

They are horrible and I will never go there again. They do not follow though or support what they promise. T Mobil it self is awesome. Just not this store!!!! read more

Very disappointed in the service we received there. They add charges you didn't approve or receive and trick you into buying with deceitful tricks. Carson needs to learn customer service means more than just selling a phone. Could not even look me in the face when called out his deceitfulness. read more

Went to the T-Mobile store in Winchester tonight. Was told by Cranston the rep that if I did a prepaid plan on a Mobil hotspot I wouldn't be happy with it because it's slower than a post paid plan with a contract that I would have to be on for 2 years. I didn't want a contract I wanted to buy the equipment out right so I could dump T-Mobile if the service was poor. I had him call the manager Min and Min said the speed is the same with way. Cranston was wrong. So then the manager said I can get 100 gigs for 50 bucks a month. I said it sounded good I'll get the device and set up the hotspot. After Cranston hung up he then told me no I couldn't get 100 gigs for 50 dollars. So basically the store reps have no idea what they are doing or the manager is not telling the truth. Either way they are playing games. I'll take my business elsewhere. I don't recommend T-Mobile their customer service before the sale is pathetic so it's obvious service after the sale isn't going to be any better. Filed a complaint with T-Mobile corporate. Going to look for Mobil internet through another company now. As a side note, I had sprint for about 14 years, dumped them when the service went to crap in my area. I hear T-Mobile and sprint are the same company now. Seems they still have terrible service still. read more

The worst business experience in my life. Always some excuse and not taking responsibility. Promised good reception where I visited which was a lie. After hours with customer care one admitted the area I needed service was out of range. T mobile refused to refund remaining time I had left. Had to make formal complaint with BBB read more