I have been in US Cellular customer for almost 30 years. I've had the same phone number with them for 28 years. Up until recently I have always received great customer service. After the merger with T-Mobile and a new manager named Maria Remillard that has all disappeared. I bought a brand new Samsung Galaxy s25 2 months prior to the phone completely dying. I went into US Cellular and spoke with a great representative name andrew. He is awesome. My only option was to mail the phone back to Samsung at which point I would be without my phone for 7 to 10 days. I work as a US Coast Guard licensed Captain as well as I do training and safety and rescue a lot of my jobs are same day or I get to call the night before. I also do some other things that are very reliant on my phone. I had to buy a second line and the second phone to make sure that I had a phone because US Cellular of Augusta on Senator Drive did not have any options for me to have a loaner phone or anything. They just expected me to go without my phone keep paying on it and keep paying for my service was absolutely nothing . It was escalated to Maria who is the regional district manager and she did nothing. Of course when Samsung got the phone it turned on and they sent it right back. When I went to activate that phone it died again and it went back into US Cellular where the amazing representative name Andrew helped me again. I asked for a new phone and I said this isn't fair now we're going on a month. I was told that his regional manager would not help me. He would not give me her name because that's company protocol but I found it by googling. Her name is maria. She has treated me like garbage. I still am without a phone over a month later. She does not care that I have an important job that I need a phone for she does not care that I was forced into buying a second phone in the second line she does not care that my phone is broken she does not care that I'm still paying on that broken phone and for a service I cannot use. She has offered absolutely zero options with solutions. She simply said that I went past the two weeks that her office guarantees my phone. I said with a customer that has been paying you tens of thousands of dollars over 28 years there must be something you can do to help me out? I still sit in the darkness. I'm filing a report with the Attorney General's office that I already started and will be following up. US Cellular makes so much money and they're making money on me right now on stuff I can't use and they will do nothing to help me out. I simply asked for a new phone . I asked for a credit on the time on my account that I have lost when I was paying for it that I couldn't use it also a credit added for the three days I now have invested in trying to get help from us cellular. She has denied all of it. Absolutely one of the most horrible customer service experiences I've ever had. I will be filing these complaints at the Better Business Bureau the consumer protection division at cfpb the Attorney General's office and I'm going all the way up the food chain at us cellular. I told them many times I studied law in college and I told them if they didn't help me they would paint me into a corner and they literally just basically told me to pound sand. Seems like a good customer service district manager would say look give him a new phone this happens once in awhile but no I've been offered no assistance. Still have a dead phone still using the second line I had to buy and I am more than angry now. I would highly recommend staying away from them because with this new district manager Maria , US Cellular is not where you want to go get your phone. read more

Had been going there for years to update my phones and service. My last time in I was sold a plan that the rep told me would only increase my bill by $40-$50 per month. When I received my statement my monthly payment increased by over $100 a month. Plus they have this tactic they use when you buy a phone or service, the rep goes and gets hundreds of dollars of extra accessories and starts ringing them up like you're getting them included or part of some deal. This is just their sneaky way of trying to drive up their sales. There is no deal. I want to back to complain about being misled. They fed my a line about if you do this, this, and this then your monthly payment would go down. I did those things, only to get an email from US Cellular saying Sorry, nope. I was fooled there twice. There won't be a third time. read more

I lost my ID and Password to my I Phone. Pure frustration!!I found a fantastic councilor, at Senator Way, Augusta, ME. Sierra helped me through 2 steps of retreiving my ID. She did this with knowledgeable skills, patience,and kindness. However, Apple makes you wait before all your information clears in headquarters. I am given a date and time. that they will text or call me to finish the final steps. Sierra is now on vacation. Knowing that I would need help,I called the store and was so pleased to talk to Francis Conti. He graciously met me the next day for the time I would get my text. All went well except that, my I Phone didn't accept my info. Francis talked to Rawchel at Apple Head Quarters who was very helpful to Francis. With Francis giving me his extra time and knowledge, and patience, I left the store smiling and that a big weight was off my shoulders. This is indeed the best I Phone service in Augusta thanks to these caring councilors. read more

Horrible service, worst customer relations I've ever experienced. Jacob interjected himself into a conversation with another associate and cut me off at every turn. Horrible! read more

My husband and I recently visited the store at 5 Senator Way in Augusta, Maine. We had originally traveled to the Waterville location which is closer to us; however, the line was 16 people long and no one even acknowledged that we were there. We drove 20 miles south to the Augusta location and were met with a friendly face asking if she could help us immediately. Jenna Dawson met all of our expectations and gave us a first-class customer service interaction. She helped select my new iPhone 8+ by answering all of my questions and even allowing me to put her phone in my coat pocket to see if the larger phone would be right for me. She kept our kids content by allowing them to watch a movie on her phone and waited on them by getting them water and snacks while we waited for my contacts to upload on my new device. All of this brought us 35 minutes past closing time causing her to be late for a dinner engagement (only known to us by the text she received while the kids were watching the movie). Jenna was one of a kind and will keep us driving the extra 20 miles for superb customer service. Thank you! read more