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April 2024 by T Kelly A.
While the employees here are competent in their job and in doing what they are told by T-Mobile, the company, however, has issues. T-Mobile has deceptive trade practices, fraudulent ads and guarantees which they do not honor, and their websites and customer service agents lie. I thought you folks would be interested in the recent experience I had with T-Mobile. 1. Having spotty cell service with our current cell carrier, I was looking at competitive services on my smartphone on April 6 and I came across T-Mobile. Their pricing is quite competitive. I then came across a feature on their phone accessed web site that pushed me to try them. 2. The Go Back Guarantee: On the phone version of their website, they had a large ad, "You'll love it here, guaranteed. With our new $50 Go Back Guarantee, if you're not satisfied within 30 days, you can switch back to your old carrier and get $50 for every voice line. Via virtual prepaid Master card. Allow 5 weeks for card. Get full terms (hyperlink)" 3. The Go Back Guarantee Full Terms: "You'll love it here, guaranteed. Contact us before cancelling or porting out line(s) to request payout. Limited time offer; subject to change. Port-in voice line from postpaid plan w/ eligible carrier (i.e., AT&T, Verizon, Spectrum, Claro, Liberty, Xfinity or US Cellular), and port-out to eligible carrier within 30 days of T-Mobile line activation required. Account must be in good standing (e.g., final bill paid) to receive virtual prepaid MasterCard (no cash access & expires in 6 months). Up to 12/account. One offer per subscriber. Not available for customers that cancelled T-Mobile service within the past 90 days. Card is issued by Sunrise Banks N.A., Member FDIC, pursuant to a license from Mastercard(sic) International Incorporated. Use of this card constitutes acceptance of the terms and conditions stated in the Cardholder Agreement." 4. I showed my wife and her sister this guarantee and they agreed it was worth a try. 5. I went to their store on April 7 and got their service. 6. By April 11, it was evident T-Mobile wasn't working for us. 7. I went to the store who told me to contact Customer Care by phone. 8. The Customer Care agent eventually handed me over to a supervisor who repeated what the CC agent was telling me, "This guarantee promotion didn't start until today (April 11) and cannot be honored for service purchased prior." The supervisor claimed he didn't see the Go Back Guarantee on the website even though I told him where it was within the web site to see it, but he claimed he didn't see it. He said T-Mobile could not honor the guarantee. Per the guarantee, I had yet to cancel T-Mobile, nor had I started service with another carrier. 9. Since then, the guarantee has been removed from the desktop website, though it still exists on the phone website. Regardless, T-Mobile refuses to back up the advertised guarantee. 10. Per T-Mobile's advertised guarantee, they owe me $100 (for two lines), a guarantee they refuse to honor. 11. How many others have had the 'promotion' not start until AFTER their service has started??? I trust you find this as troublesome as I. I have smartphone screenshots of the aforementioned guarantee taken today, but quoted the guarantee instead.
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February 2024 by Cheryl Oliphant
This outstanding review is strictly for Leah at the 99th Ave and Happy Valley location. This young lady goes far beyond to make sure you are taken care of❤️ Best customer service Ive had!!!!!!!
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February 2024 by Cory Levetan
Cheyenne is the absolute best!
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December 2023 by parag pratapwar
I was. T-mobile customer and had moved to other 2 years back. I had 2 additional phones on the account and I recollect having cancelled them online but since I am no more a customer do not gave any access to verify that.I had called T- mobile customer care and they asked me to go to a store, verify my id either them and let them call at-mobile customer care which I understand the process.I went to this store at Happy Calkey & Lake Pleasant and guy there stated with a rude face “it’s been 2 years and you did not cancel?” Then he makes the customer service and starts with a note“ Maam, I have a customer who cancelled service but seems he had the ACH auyopay on. I don’t think we can refund him for 2 years but we can cancel his account. The customer care representative on the other end also talked to I me in the same tone.Both of them very adamant saying that we do not have any memo for canceling the two numbers which do not have any activity and there is nothing we can do about it”I would never recommend anyone going to this particular store
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November 2023 by Rachele Lopez
Juliet helped my wife and I after switching from Verizon and having issues with incoming calls and texts. She was super patient and kind and we really appreciate it! Thank you Juliet!
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November 2023 by Jose E.
Been a customer for over 20 years with sprint and now Tmobile. It was a bit rocky but now everything is smooth. My sales person was Luis and he was great. The other people there seem knowledgeable and great as well. Great overall experience. The manger came over to check up on several customers. To make sure things are going ok. Luis was patient and transparent with everything. I see the bad reviews on here but mostly from 7 years ago. This is a whole new store with new employees and managers. So they have definitely improved. Try them out.
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October 2023 by Rich Kelly, Sr.
I waited for almost an hour to ask about the promotion I saw on TV for a "free upgrade" of my phone for T-Mobile customers, but that's only if you change your service and lines to a more expensive plan. Our plan has a locked in price per month and it went up ridiculously for a lower price on the cost of the phone if I chose the "free" upgrade. Pshaw!?
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October 2023 by Diane W.
Had a great experience at this store. Jay was informative and very helpful. He was attentive to what I wanted. I bought a new IPhone and the data transfer was seamless. I recommend this store. Staff always friendly when I visit.
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September 2023 by Gary McDermott
Seriously horrid experience here today. I bought a new Iphone 15, and it came yesterday, so I was told to bring back my old phone that I was trading in. My wife went in with it, and the guy helping her gave her nothing but a hard time. He was verbally racist to her, by asking if she was Italian from New York, and if she had family in the mob. Why does that have to do with us returning a phone. He told her "you have to bring it back to the store you got it from". She said to him this is the store, well he couldn't figure anything out, so got the manager Fabianka(I think thats how to spell it). She wasnt any more helpful or nice either. Very rude staff, took forever to finally just return the phone. Seriously they both should find new jobs, if they cant be kind to the customers. On a side note, the girl who sold us the phone the other day, was an ideal employee, professional, nice, knew what she was doing.
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September 2023 by Kristy Hammond Roles
Matthew at the Happy Valley storehas been GREAT to work with- he helped my daughter get set up and then my sister set up with a senior plan. He took lots of time with both of them on separate locations!!He is very personal and knows his stuffThanks Matt!
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September 2023 by Michelle Hart
As a former Sprint customer, we had been unable to log into our account. We stopped by this TMobile Store and we were immediately greeted by Adil S. He was BEYOND helpful. He got us logged into our account quickly. He then took the time to review our account and plan options. He was knowledgeable and honest! I highly recommend going to see Adil if you need help with your account, ready to upgrade or want to switch to TMobile.
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July 2023 by Kathy Hicks
We were in the area today and decided to visit this location to ask questions about a phone issue we've been experiencing. We really hit the jackpot because Brian A. was the one who helped us! His extensive knowledge of the T-Mobile network and his expertise as a long time android user was exactly what we needed! Brian A. was very generous with his time in helping us with our phone issues as well as showing us many things to help with phone security and storage! We actually don't live close to this location but because Brian provided outstanding customer support and the vibe in this store was very upbeat, we will go out of our way to make this our go to store for T-Mobile support! Thanks Brian A.!
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July 2023 by Michael Hernandez
Cheyenne is so great. She definitely knows what she's doing. Takes her time and reviewed everything with me. Really went above and beyond. The staff was so amazing also. Very friendly a s helpful. The store is clean. The Manager fabiaka is great also. She followed up and made sure we were good. The service at this store is superb.
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July 2023 by Jennifer Campbell
Cheyenne Is great. Took her time to really help us out. All the staff was friendly and helpful. They are professional and you can tell they love what they do. Always smiling and go above and beyond
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July 2023 by Troy Giammarco
I will try and be brief. I have been a T-Mo customer since VoiceStream , for 20 years . There have been several times I almost took my loyalty elsewhere. In a time where customer service is non existant, TMobile has been fortunate an exceptional Employee has risen to the occasion and kept me.I was blessed again to meet Juliet at The T-mobile store at Lake Pleasant Town Center.With fear and trepidation , I took the plunge to switch from android ( 20 years don’t forget ) to Apple.This is very significant as a commissioned commercial RE broker.35 years and former CBRE National Broker.Juliet was : professional, knowledgeable, simpathetic , intelligent, honest and projected “ Can-Do” , positive energy and even while assisting me , assisted my Wife and Daughter - Iphone Believers.Juliet made a legacy client Happy and served the whole Family .She is an asset to the store and the National Brand
