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July 2023 by Laura Navarro
Staff was great helpful and fixed any issues in minutes recommend it service works great!
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February 2022 by Beatriz G.
HORRIBLE CUSTOMER SERVICE. I had to report them to my bank as fraud. I canceled my account with them, and they still took money out of my account as payment. I spoke to different customer service representatives and they admitted it was an error and shouldn't have had the money withdrawn. They assured me the money would be back in my account within 3-5 business days. I waited and nothing, so I called again and was told that I actually have to wait 30 days for a check in the mail. So I waited again...and nothing! I called back again and was then told I have to keep waiting. I called again and was told I'm not going to get the refund unless I activate my account again. So I requested a call back from the manager, and she never called. I called the next day and was hung up on by two different employees as I was on "hold." I had asked them to call me back if the call dropped, but of course they did not. I am very frustrated with this company. They have admitted multiple times that the refund will be issued but when I inquire about it they hang up on me or don't call back. I have the text messages from Tmobile attached.
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October 2021 by Rose C.
Great customer service by Guillermo. My husband went in and needed assistance with a new phone and Apple Watch and he was very knowledgeable. They were satisfied and all their needs were resolved.
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October 2021 by Kathryn J.
I just left T mobile store in the esplanade's been trying to get my phone fixed since September 28th first called Sprint they sent me to Apple support after working with engineers and they not being able to fix just actually left me hanging today I thought I'd try the store but poor Teresa couldn't do a darn thing but ask me to pay my bill I've only had my phone a year only 1 payment left.
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August 2021 by Brian M.
You suck! T-Mobile has determined that unauthorized access to some of your personal data has occurred. We have no evidence that your debit/credit card information was compromised. We take the protection of our customers seriously. We are taking actions to protect your T-Mobile account and we recommend that you take action to protect your credit. Read more here: t-mo.co/Protect
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March 2021 by Jeffrey L.
ABSOLUTE WORST SERVICE EVER!!! I was forced into service with T-Mobile when Sprint merged and I hate every single minute with them. Then the service reps have the nerve to talk smack about sprint when sprint was the better company!!!! GET BENT T-Mobile!!
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February 2021 by Jessica Marie A.
I never do reviews but I am honestly really upset. I went last month to get an added line to my account. If I'm not mistaken the guys name was Sal. Sal explained everything to me and my partner. When I mean everything I mean was all the different charges and how much they would be. We got our first bill this month and it was WAY more than what he said. We called customer service and they said it has to be that amount for the first month then it'll go to the amount that Sal told us so we paid it. Now we got the bill for still more than what Sal told us. We called customer service again and they told us that they changed our plan which I was aware of but again Sal said it wouldn't change how much I was paying before with my plan. I got the Netflix thing where T-Mobile paid a portion of it but no I'm paying more for Netflix than I was before. I get it's business and I'm all about people getting their money. But I'm definitely not about cheating people money in that way especially in the circumstances that we are in now. I will never return to this location
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February 2021 by Andrew P.
Terrible service. My parents came to this location to buy a new cell phone and wanted help transferring photos and contacts from the old phone to the new phone. Nancy sold them the new phone and explained some technical details that they clearly didn't understand and then proceeded to completely reset the old phone. She did not clearly explain this to my parents and they did not know she would be deleting everything. I went to the location myself to try and get a better understanding, and Nancy simply told me that it was too late and there was nothing that could be done. Nancy was unapologetic and closed the door on my father and I without saying another word. I understand that nothing can be done but closing the door on an elderly man is T-Mobile's customer service standard apparently. I went back to ask for the managers name (Erick) and we now know to take our business elsewhere. Avoid this branch at all costs if you expect any form of customer service whatsoever.
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October 2020 by Yulia C.
I have wondered experience, big thank you for excellent customer service to Rob, who was so fast and understanding about my time and money. If you planning to update u cell , stop by and talk to ROB, great job.
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September 2020 by Vanessa Guerrero
Great customer service always friendly, I leave their with a smile.
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August 2020 by Paul H.
Arriving at this branch was like an old confusing comedy routine called "Who's on first". I gave a neutral 2 stars only because I never stepped foot in the store to actually get service. At the door:Nancy, "Do you have an appointment?Me, "No. I tried on your website and it was down. Then I called 611 and they said the site was down and to just show up here at the Corporate Owned Store."Nancy, "If you don't have an appointment you need to go home and make and appointment on the website".Me, "Your website is down."Nancy, "You can call 611 and they can make an appointment for you."Me, "I just told you I did and they can't access the website."Nancy, "Without an appointment you can't come in. Wait until the site is up and then make an appointment".Me, "Since I am here and you are holding a tablet with the appointments, can you make me an appointment?"Nancy, "No, the website is down."Me, "My new phone is not connecting to your service. I am a new customer still in the cancellation period. I don't want to wait until after I can't cancel if this service does not work. After your website is back up and I make an appointment, how long is your back log with appointments?"Nancy, "I don't know how long it will be since no appointment has been made by you."Me, "For example, how long is the back up with appointments right now?Nancy, "There are no appointments since the website is down."Me, "Then who are the other people inside being helped?"Nancy, "They are Walk-Ins?"Me, "Since I Walked-Up, can't I be a Walk-In?"Nancy, "Yes we are taking Walk-Ins. What can we help you with?"Me (after a long pause), "I am a new customer and my phone is not connecting reliably to your system."Nancy, "Do you have your original recite for starting service?"Me, "I don't have it on me."Nancy, "Then we can't let you in as a Walk-In."Me, "This is a Corporate Owned Store, Right?"Nancy, "Yes."Me, "Doesn't the company have records of who their customers are?"Nancy, "Not if you don't have your recite for starting service they can't look you up."Me, "I have identification, the phone and the phone number. They can look me up so please let me in as a Walk-In?"Nancy, "Not without a recite."I was going to ask to speak to the manager, but she would probably ask me if I had an appointment. :)I don't know if she was trying to be funny, rude or possibly simply had the mental recall of a fruit fly. But I went to another branch and they took me right in.
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August 2020 by OxPanthers BantamsDiv
went in for a phone and the girl that helped me out Paola i believe was super knowledgeable and friendly great customer service from her. going to this location from now on for all my cell phone needs.
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July 2020 by Chanel Rocha
Horrible service they are rude and disrespectful
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May 2019 by Kat V.
This location is great, especially April, who had actually helped me a few years ago when I needed a new phone. Yesterday, I had to purchase a new phone because I had dropped mine for the 75th time and I could no longer use it. It happened to be my bill due date as well, so I stopped in the first Metro store on my way home from work. April helped me right away, and I remembered how happy I was with her a few years prior when I bought a phone at that store. As it was unexpected that I would need to buy a phone yesterday, I was looking for something not high priced, but still functional and within my budget. She asked for my info while I browsed the display phones so she could see if I was eligible for an upgrade, which I was. When I purchased a phone a few years ago, she also helped me get all of my important things from my old phone to my new, which was a great relief both times. She helped me to get all of my photos, contacts, and apps over to the new phone I purchased. She didn't try and push a really expensive phone on me when I told her what I wanted. She was not aggressively pushing me to purchase extras like a lot of sales people can be., just asked and explained benefits and actually listened to what I was looking for. She seemed to genuinely want to help her customers, and make sure they are happy with their purchase.
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April 2019 by Yoselin Ledesma
awesome customer service keep it up !!