Last November I visited T Mobile as a 20 + year loyal member to see if they offered any incentives to current customers, as other competitors offer free phones or offer to pay off existing phones to switch carriers. I spoke with Ace Gagante at the Woodbury location and he offered me upgrades to two of my phones. I went forward with these upgrades under the impression that it was part of the incentive I was inquiring about it, and that I would pay the extra money for the upgrade then and there, and that would be the end of it without any bill increase after the fact. It was never disclosed that this payment was only the tax portion, and on my next bill I see a $1550.00 balance added to my bill that was financed for my upgrade. That wasn't what I agreed to, otherwise I wouldn't have moved forward with any of this as I was initially checking in to see if there were incentives for continued loyalty. I felt very deceived and frankly tricked into this entire upgrade. I called their customer service to ask for help and also see if I could contact someone at their corporate office to offer support. She gave me the address, told me there is no phone number to call, that I would have to write a letter and she let me know (her words, not mine) the employees refer to this as snail mail so good luck. I wrote a letter stating my concerns and about 3 weeks later I received a voicemail from a Steven from the Executive Response Team. After his first initial reach out, I called him back the same day and tried calling and texting a few more times within the business week, but I never heard back from him. Feeling unsupported, I spoke with Verizon and they said I would have to make 4 payments to phone I never agreed to before they could buy out the phones and switch carriers. I figured if this doesn't get solved within these 4 months of payments, I will switch. I never heard anything from anyone. April 1st I cancelled all 4 of my lines and transferred to Verizon. I feel like the rep Ace Gagante deceived me into upgrading, maybe it's a commission game but I felt very tricked; and worse, after feeling tricked I received no support or offers to make right. I know this is a long review but if you got this far, please be aware when seeking support at T-Mobile: they are quick to push misleading, expensive upgrades but beyond slow when it comes to responding to complaints and issues. They lost a loyal customer and I hope the corporate team can look into the reps and make sure they're not misleading anyone else into expensive upgrades. read more

Was in 2 days this week. Both times patient in full of answers and serve me well. The next time very patient very knowledgeable very helpful. I would give T-MOBILE and WOODBURY a five due to their employees.. read more

What a visit to T-Mobile today. I always enjoy getting a new phone but dread the process. An additional point of stress was the transition from Sprint to T-Mobile. Sebastian at this T-Mobile location made it bearable. He was knowledgeable, patient and great at keeping us informed about the status of our phones updating. He helped us choose accessories for our new phones and offered us the option to leave and run errands or wait since it would be a while for the updates. We chose to wait while our phones were being updated and were very impressed with Sebastian's people skills and product knowledge. He was patient and kind with each customer he interacted with. He listened attentively to their questions and/or concerns and problem solved in each situation we observed. Customer Service + !!!! read more

Came to discuss a charge / payment that shouldn't exist after i paid all my devices in full, and told prior to paying the devices off and paying for the days i had service i wouldn't be charged after transferring. After giving them a call asking if i may go in store to dispute the false charges for the date i scheduled, they told me they sent it to collections. Glad to be done with them especially after the price raise and terrible service. read more

I went in for service on my iPhone. The girl behind the counter told me I needed to go to batteries plus (not even a provider) doesn't give me the form I need to file a claim with insurance and sends me on my way. All she knew how to do was sell me a phone. When she found out I didn't want one, she didn't even try to help me or tell me anything about the process. Don't waste your time on going to this place as the customer service is sub par at best read more

Very disappointed in the wait time and flow of the store. Next time I'll just drive to a different store.

The negative reviews are very old! The manager they have now (Gabe) could not be any better. If you have forgotten what customer service should be come to this store. When you walk in you are acknowledged and treated like you are important and they want to make your experience a positive one. I bought phones two different times and both times I had a great experience. I asked many many questions and never felt rushed or that they were just wanting to make a sale. I will never go to any other T Mobile store. I don't write reviews very often but this is a rare experience to have EVERYONE in the store be so AMAZING!!! read more

Nothing but a negative experience here. And no one (ok 1 person) was even kind enough to help me. Went in for a phone and to switch to t mobile. Sales girl was nice and patient, but very new and didn't give me all of the correct information. Went in for a rose gold iPhone was told "yep we have it" switch my phone number to t mobile just need to set up the phone. She walks to the back "we actually don't have any rose gold phones left, sorry" So annoyed after that. But she offered to give me a silver phone and call me when the rose gold come in. Ok, I am understanding and grateful for that. 3 weeks go by. No phone call. So I go in and at this time I am livid. Was told my bill would be $120 a month with my discount that I get. Get my bill no discount. Ask about the rose gold phone told "oh yeah we have tons". Ok so why didn't anyone call me? Then was told I HAD to pay a $50 restocking. For something that wasn't my fault. Asked about why I didn't have a corporate discount I was told I would receive. The supervisor told me "we don't offer corporate discounts, sorry". So I inquired why her associates Are telling people that if its not true. Was given major attitude the whole time "idk who told you that you could get a new phone for free, you have to pay $50" I explained the original situation and she still wasn't very willing to help and gave MAJOR attitude. Was also told to bring my final bill in to be reimbursed for my old phone. Bring it in and was blew off by multiple people who said "just go to our website" well I finally get the right website (which is not t mobiles website by the way) and my request is denied because it's past 30 days. Was NEVER told about the 30 day time limit. Go on to talk to store manager who also had an attitude and was completely unwilling to help me. I literally had to walk her step by step through how she could help. Ultimately she told me I had to call customer service. Which I had done before hand and they told me to see the store manager where I purchased my phone from. Completely ridiculous and unwilling to accept the fault of their own employees. (Which found out the girl was new, and she was very kind). Management however I am not impressed with. read more

Avoid this T-Mobile location at all costs. The customer service here is non-existent, must be hiring from the other cell phone carriers. I had a warranty repair on a phone that was to be sent over night to this store. The next day I call and they just say to wait for the text message. The next day I call again and get told the same thing. I ask if I come into the store and it is still not there can I cancel the warranty replacement and use my jump upgrade instead to get a new phone and am told yes I can. After going into the store I finally was told the warranty phone is on back order - after 48 hours without a working phone! I then ask to do the Jump upgrade and the assistant manager tells me I cannot because I do not have a working phone - even though it is a warranty LG boot loop issue, not something I broke. I then tell them I want to do the warranty replacement and use Jump on it. Again I am denied as I do not physically have the phone as it is on back order. The store completely refused to do anything to get me a working phone! Fortunately I was able to visit the new location in Cottage Grove and walk out with a working new phone using my JUMP upgrade. Avoid this location at all costs, they are not representative of the usual great T-mobile customer service! read more

My husband and I went there to add him to my plan and the guy working with us completely lied about how high are bill was going to be by $40, just to get a sale. We are going to be switching from Tmobile because we are pissed that we are now paying higher than what we were paying. He also forgot to add back in my military discount. read more