December 2023 by Heather S
On 11/30/23 I came into this location at about 6:20pm to purchase a phone. There was two women working. The woman who helped me (Employee ID LVH728) pulled out her personal phone and had prices for what each phone would cost, which was a little odd to start as I’ve never experienced a metro employee using their personal phone for pricing; red flag #1. We decided to add a line, the rep said they had no promos for a free phone when you add a line. I had mentioned to our Rep that I wanted the lowest rate plan ($35), After picking the phone she checked her phone and said it would be $150. She and her colleague Exchanged words in Spanish, She then grabbed cases, a screen protector and asked me to choose a case because they were FREE, she said “Metro lets me do this”, she then told me to grab a pop socket for FREE as well; red flag #2. I’ve been a Metro customer for a long time (10+ years) and have never been offered free accessories with a new phone. The rep then said you’re going to see it on your receipt like you paid for it but it didn’t charge you. It's just for our records and you’re just paying the price I told you for the phone, $150. At this point the other agent was already putting the screen protector and case on which I did not ask her to do, she also kept the packaging for these items. The rep helping me got a personal phone call and walked into the back, just as the other rep was finished. She gave me my phone and we left. We got the feeling after paying that we were unwanted at that point. This was horrible customer service: Red flag #3.After leaving I did not feel good about the purchase, I felt scammed. I checked the receipt which showed I paid for every accessory (I was told they were FREE), taxes for the phone (how I found out the phone was FREE on promo), and $74 for activation. I called Customer care and that’s how I found out that she charged me for the $65 plan plus $9 insurance (I requested the $35 plan and never asked for insurance). The phone rep took care of what he could but to get my refund for the accessories I would have to go to the same store that they were purchased. We live 35 mi. away. So, on 12/3/23 we made the trip back to the location and arrived at about 3pm. Both women were there. The lady who put the case on my phone is the one who spoke with us, the original rep did not come out from the back. I was polite and explained my frustration and requested my money back for the accessories. At that point she went to the back and said she would need to call her manager on the phone. When she came back, she had an attitude and said if I don’t have the accessories, she will not refund them. (I had all three items) I said I thought they were free. She responded with “Nothing is free”. Which is an insult as I never asked for anything free. All these additional items were pushed on me as FREE; I don’t work for Metro so I’m expecting their reps to represent their company and be honest people. I asked her to confirm both of their names, but she replied with “you don’t need my name, just the company”. After all this we have come to the realization of what they did. They told us there was no promo on the phone and then played Tetris with our bill to get it up to the $150 with all the accessories so she could benefit from the commission for the accessories. My total would have been $80 but I ended up paying $150. The least this place could have done was offer to upgrade my phone free of charge and let me choose out of their free promo phones since I never had the option to begin with because they told me there wasn't any promotions. However, they never tried to correct what they did besides the fraud for the accessories (which they acted as if it was my fault) an treated me like a customer who was unhappy with the product not someone who was scammed. Now I’m waiting for a refund of $68 and stuck with their cheapest phone. Their reps did a terrible job representing Metro by T-Mobile and are fraudulently charging their customers. This left a horrible taste in my mouth. Not even worth 1 Star.
