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January 2024 by Karren B.
First off i only went in to get my screen protector changed out with my 360 protection program i have on my phone which is free if i needed a new one anytime. One of the girls took me right away since there was NO ONE in the store, she asked right away what phone it was and i told her iphone 13promax she answered I dont think we have that, without having any knowledge of having it then asked her coworker if they do and he said they did. Then im waiting while another person is trying to log into their portal for "360" login and it doesn't work. ON EACH TABLET. She doesn't even try and says i cant do anything for you because we can't even get into our 360 portal. Then i said ok is there another way i can prove i have it, and she said no, then i say Ok then walk off and she says something under her breath that i knew was towards me and her little coworkers were laughing. So disappointed and disrespectfulest thing when i didn't do anything to them.
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January 2024 by Stacy Harvey
Jesus and another young gentlemen, my apologies I don’t remember his name could not have been any more helpful in a small minor crisis on my phone, very friendly supportive, and could not have asked for better customer service
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January 2024 by Anais Tienda
Great experience today, awesome job from Jesus today. So helpful and nice ! Ask for Jesus he was great !
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December 2023 by Sara Z.
Where do you start you call the store nobody answers so you have to drive up there and act like you're taking them away from something other than doing their job worst customer service ask them why don't they ever answer their phone they say oh there's something wrong with it well don't you think he would call someone to get that fixedif I didn't have to come to the store I would go elsewhere if there was another T-Mobile close please run from the store they don't wanna work and they don't want to help you
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December 2023 by J McCoy
I stopped in to this location on Black Friday; despite there being a few bodies in the store, I was quickly greeted and assisted by Jesus. Jesus was able to hear my needs and provide to me both cell and internet service combined for less than I had been paying to my prior providers! I really appreciated that Jesus listened to what I was looking for and actually stayed within the guidelines that I had provided for equipment and monthly cost; he never once rushed or pressured me beyond what I had said I was going to do that day. Being in customer service as a Supervisor; I was beyond impressed with and hoping to provide acknowledgement for Jesus' exemplary customer service the day I joined T-Mobile! Thank you !
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November 2023 by Latasha Ball
My experience would have been at least a four if the sales rep with the numbers ending in 447 did not charge me for a power adapter without my permission. He helped upgrade my phone and he was mostly courteous until I went back to return the charger.Before I went back, I called customer service to verify that the information he gave me about upgrading my phone was accurate. After seeing how he deceptively charged my card made me suspicious of the whole interaction.When I went back to the store, he called customer support and kept saying things like "I already told her that" in a very condescending manner, as if the previous customer service rep did not contradict what he said. The rep that he spoke with ultimately ended up verifying he was correct, which was fine because the main reason I went back was to return the adapter.I told him I did not ask for it and I did not know I was being charged for it. He gave me cash back because I did not have my card but did not acknowledge that he was using sneaky sales tactics to reflect positively on himself.Check you receipts to make sure you're not being charged for anything you did not ask for and don't be afraid to return it if you don't need it.Update: I went back on 11/18 to return my jump on demand phone, he recognized me. Instead of acting like a grown man and taking accountability for charging me for something I didn’t approve, he started making gestures behind my back. Another guy who was helping me chuckled as if I didn’t know what he was doing. Customer service training is probably needed and just grown up.
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November 2023 by Michael Sr
Yesterday, I purchased and activated (2) phones for my parents, who are seniors, and added them to my plan at the Goodyear store located on Cotton Lane. The young man who assisted me was Chris, who was very courteous, professional, and helpful. However, my parents live in Phoenix, so today they took the new phones to the T-Mobile store located at 20th st/Baseline Rd in an attempt to have their contacts, pics, etc. transferred, and they were rudely met by an associate named Jesus, who informed them that it was "NOT HIS JOB" to simply move their information over for them. Then he informed them that he wasn't able to terminate lines for their old phones, which they never asked them to do. I've made several calls to the store after finding out how my parents were treated, and no one seems to want to answer the phone there. Unfortunately, I'm on duty today and not able to make the drive to the store but I would like clarification from the manager or owner of that store as to their customer service policy AND if that policy is different from the other T-Mobile stores throughout AZ and the nation. First of all, no customer should be treated that way, not to mention two seniors and one of which is a military veteran. Also, being a loyal customer with now (9) phone lines and currently trying T-Mobile's internet package, to say I'm disappointed with this store's lack of courtesy and professionalism is an UNDERSTATEMENT. I know this may be the actions of one young man, but he is a reflection of his store, his manager, and its owner...
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November 2023 by Jason Citro
Kevin and the "manager'" Alono(sp) are unprofessional as can be, unwilling to help, and generally a terrible representation of T-Mobile as it pertains to client facing customer service.They found more value in discrediting the over the phone customer service team and talking poorly about the company personnel instead of actually providing a consumer with a solution. with so many "AuThOrIzEd DeAleRs" in the valley, do NOT bother with this location. hash tag garbage.
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October 2023 by Christian Najera
I deeply apologize to Ms Alondra , manager at the T-Mobile store on 24st and baseline. I wrote a bad review a while back and now deleted it. I swallow my own words and apologize to you and thank u Alondra for your patience and for taking time to explain the the sale and its agreement . Exceptional job thank you and again I do apologize for the previous review Ms Alondra. To everyone else before customers service please talk to your sales rep to clarify. Definitely recommend you to friends and fam
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October 2023 by Eduardo Galaviz
Very nice workers, good communication and service. Jesus and Cody were the ones that helped me, they were very patient and nice people<3
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October 2023 by Ana Ramirez
Thank you Alondra for helping me out with the confusion information I was giving. After visiting you at the T-Mobile store on 24 st and baseline I could recommend friends and family to you.
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October 2023 by Rae Ann Harris
Everyone was very friendly and helpful.I do hope they have a process for when there is an influx of people coming in because I would be afraid to lose my turn in line.
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October 2023 by Ashley K.
terrible customer service. believe the reviews. that's insane. they did not help me whats so ever
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October 2023 by Kat Morin
Gabby assisted me in getting a replacement phone efficiently and effectively even with many customers not being understanding that it was a high traffic day! Give her a raise!
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September 2023 by CJAY
I agree with the bad reviews of this T-Mobile store. The store reps here are horrible and couldn't simply help me with my issue! I love T-Mobile and thier service but this store puts the T-Mobile name to shame! ? I decided to call T-Mobile and get help over phone instead and they were able to resolve my issues, the T-Mobile rep on the phone went above and beyond! It's sad that someone "in-person" at a store can't provide the same level of service as someone on the phone! I'll never go back to this trash T-Mobile store! This store needs to be closed so they can stop representing T-Mobile negatively or it needs new management!
