I went into this store in February 2024 because my phone was not working. They swapped it out for a new device and it was seamless. About 6 months later I realized I was still being charged for the returned device. We're now at 13 months and I continue to be billed for a device that was "not returned." I went into the store again as per the recommendation of the online support team. I was told it was probably stolen and that the staff around that time was all let go yet they can do nothing to help me. Steer clear of this company. Customer service is not something they prioritize. read more

A large store in the Target/Stop and Shop plaza in Windsor easy on and off access from the 91 North Highway. Open and spacious with different products along the wall. Looking to return two cellspots; the sales associates didn't know what they were and had to call for support. There were many associates that were chatting while others were taking care of customers with app and cellphone issues. A quiet T Mobile Tuesday we were able to snag our swag as well. The place is clean and had good music to showcase the sounds of the different speakers that were on sale. I had tried one of the headphones but one side was broken. read more

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My Dad came in to get help because he was experiencing software issues with his Samsung Galaxy S9. John and Louis were working that Sunday afternoon and they were very patient and helpful. Android is much more complicated than iOS. John figured out how to delete the app that was causing the problem and he fixed the situation. Many thanks. read more

For more than 15 days the speed of the Internet in our area (Norwalk, CT) has been from extremely low (5.70 Mbps) to zero, we have been in contact with a number of agents with what we have gone through the indicated troubleshooting without result. After several conversations we learned that the problem is not ours, but that T-Mobile has been (and is) updating the Area towers, but they intentionally maintained this information hidden making us think that the problem was from the client and not technical. The speed promised by T-Mobile is 33-182 Mbps; It is in writing, this affects the lives of people, from their work, school, contacts with their doctors, banks, security cameras, etc., we understand that a problem can occur but deceive customers making them waste time in a series of steps when they knew that the towers were not working and that this is the cause of the problem is fraud. In my case they gave me $25 of credit, but that does not fix the problem is that they do not know when it will be fully arranged, not being able to keep up with the demand of the area, but nevertheless they continue to charge the total for the service and doing more contracts while making promises that cannot be fulfilled, this must be denounced in the strongest terms and take the necessary measures to be corrected immediately read more

I'd like to thank the gentleman who helped me get a new SIM card, I didn't grab his name but great customer service. Now for the bad, I didn't get the name of the female employee but she was Latina. She was very rude with a customer who apparently had a virus on his phone and kept getting pop ups on his phone and she kept dismissing him and telling him to call customer service to get a new phone, he wasn't understanding and she kept pushing him off, she then went on to continually text behind the counter, then took a personal phone call in the store, I overheard her talking about being seen with another guy (something relationship related) and how she wasn't with a guy or whatever, anyways she should have been fired on the spot for her treatment of the older gentleman who had issues with his phone, then to take a personal call talking about who you were or weren't out with. read more

Probably the worst experience I've ever had at a T mobile, and I have been a customer for well over 10 years. I usually frequent my local store, but was closer to this location when on my lunch break. Prior to my visit I had already been to my local store to get some basic info on getting an upgrade (I was eligible & told I wouldn't pay anything down for a new phone-rock on) After stopping into this store & saying I wanted to get a newer phone the man behind the counter was extremely vague in pricing, did not go over hardly any info with me and was secretly mumbling to his other coworker over the counter & had his calculator out running bologna facts & figures. He then tells me I had to pay $90.00 because I needed to pay an upgrade fee and had to pay for accessories- after I told him accessories were not necessary and then went back to mumbling secretively and knocked a whopping $20 off the price....I could def smell that something was not right considering the lack of clear communication and secrets that were going on. He then proceeded to tell me that my trade in value was a whole $12 dollars, when my usual Tmobile ended up giving me $70 for it. Moral of the story, I used my better judgement and left this store to return to my normal tmobile- I asked the associate at my usual store why there was so much different info- turns out I was right- oh, and I was also eligible for a promo to get $200 off the phone I wanted on top of my trade in value of $70- where Windsor store told me it was 12 LOL ( the customer usually is;right?) She told me that this is NOT a corporate location and usually only corporate locations have the best interest of the customer in mind. This is a TRF store, not a corporate store- please dont get scammed like I almost did. read more