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January 2024 by Delyce Collins
As a business owner of 20+ years in this city of Aurora, CO. I find it difficult to leave negative reviews of other businesses. I give people and companies the benefit of the doubt in most situations, we are all human and in many cases new hires make reasonable mistakes and/or are in need of more training. This situation was so beyond human and reasonable I have to share my story and hope that the truth and justice will prevail. After being a loyal T-Mobile customer for 24 years I must warn other customers about the store on Cedar Ave. in Aurora. I went into the store alone to upgrade my husbands 256 gig cell phone to a newer model with faster service. The young man who helped me sold me a phone with less memory. Before we began the transaction I communicated that I needed the same amount of memory or more but definitely not less. He gave me a salesmen’s pitch that because I had sufficient cloud storage I didn’t need a cellphone with 256 gig’s. I told him we run a business with our phones and there was a reason we had that many gigs to begin with. My husband joined me in the store and said that phone wouldn’t work and the young man swapped the transaction for a better phone but gave my husband the same speech that we didn’t need more gigs. We purchased the phone and once all of the data transferred, before the return warranty expired, the phone flashed an error message “Your phone doesn’t have enough memory.” And then it crashed.My husband went back into the store and was being given decent customer service when a different associate intruded into their conversation - “He is going to have to pay a restocking fee!” This was rude and insensitive and not taking into consideration the details of the situation and so my husband called her on it, told her he wasn’t talking to her and then resumed his original conversation with the professional acting associate. Two weeks later I receive a call from T-Mobile’s legal department saying that my husband threatened to beat someone up in the store and that he is not welcome back in that store. My first response was “Please watch and listen to that video tape because that will prove that that never happened!” For the employee in the store to be that vindictive as to lie on a customer trying to resolve a problem that the store caused by being uninformed or dishonest out of desperation to make a sale, or sheer laziness, or whatever it was - was one thing, a terrible thing, but then to call the corporate office and for that corporate office to then call the customer before they’ve verified the accusation was even true is beyond bad customer service. I should have known during the initial transaction and the extensive time I spent with the original sells guy who was unprofessional and wouldn’t look me in the eye that this was going to be bad; but I never would have imagined this.
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January 2024 by Jeffrey Roth
My buddy was having difficulties with his phone but didn't have time to go look for a new one. They didn't have the one he wanted in stock, but the associate went above and beyond and asked the manager to check the safe and they did in fact have one. Excellent customer service. Courteous and knowledgeable about both the product and the T-Mobile brand services.
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January 2024 by Karla Serrano
Very good service, the boy called Iván was very good at helping me with whatever I needed. If you have the opportunity to go there, you can ask for him.
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December 2023 by yerus b
Helpful staff! Top notch service I wish I got the gentleman name who was assisting me today. However Cindy, retail the store manager, was very courteous she handled all of my concerns regarding my new trade in. She didn’t rush me and even when the store was busy she made sure to provide the best service. Five stars!!!
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November 2023 by Guadalupe Rodarte
I’m really upset, days after my purchase I found out that there was a promotion where they could’ve took my trade in so I could get some money off. The day off Christopher said the only thing I would get for my trade is $10, come to find out I would’ve gotten $175 for it and my monthly would’ve gone down since I gave a down payment. Seriously inaccurate information. That promotion was active on October 6 and I went in the 31st and it was still active. They need better training and for sure they need to look at the promotions before they start the day so they can give accurate information. Now there’s nothing I can do. Won’t ever go back to this store.
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November 2023 by Darian Turner
Tristan was amazing! He was extremely helpful, transparent with prices, and went the extra mile to make sure that I was able to get what I wanted. He took the time to map out all of the prices for options of phones I was interested in.I highly recommend asking for Tristan if you need to visit because I know that he will be willing to be a super hero for all of your phone needs.Thank you Tristan!
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November 2023 by Sienna Battees
Went in with alot of issues from another store and had help from Tristan. This was the best experience I've had in a while from ANY t-mobile. He really broke everything down and made it easy to understand and was very transparent. Will be the only location I visit.
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October 2023 by Cristofer Torres
Hello, the truth is that they didn’t help me at all. I called the store half an hour before going. They told me that they closed at 8, I arrived at the store half an hour before and they only gave me bad faces and they didn’t want to attend to me. The truth was an emergency and just for not wanting to attend, letting me know that there were two pardons and it was only their behavior. I’m not going back
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September 2023 by Leslie Rozeboom
Thanks so much to Daniel and the rest of the group for helping me get the gateway I needed. I really appreciate Daniel making such an effort to accommodate my time restraints. Best customer service I’ve received from T mobile!
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September 2023 by briseida cisneros
Please go see Greg!!! Greg was the ONLY T-Mobile associate that was able to help me after I tried 3 different stores in the metro area. The other associates I spoke to from the other stores crossed their arms and said “sorry. There’s nothing we can do” but Greg said Let me see what I can do. He listened to the situation, (which was quite the drama as I was dealing with a petty ex) he was empathetic, and actually searched for a solution. I will not go to any other store or associate from now on unless Greg transfers to another store. Greg is the man.
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September 2023 by cherry charles
Today I worked with with two wonderful people. Cole was exceptionally kind, patient and respectful. Kenzie was also very nice and helpful. I'd give them 6 stars!!!
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September 2023 by Arno Gallegos
This tmobile has amazing customer service , thanks Greg! I was helped by another employee and a trainee and they were all awesome, helpful and super nice
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September 2023 by Rick White
Tmobile's customer service is awesome no matter where you go, even if it is to pay your monthly bill.
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September 2023 by Samantha Williamson
Gregs customer service was over and above. I switched from ATT because of him. He was attentive and understanding. He spent hours making sure I was taken care of no matter the issue that arose. Honestly some of the best service I’ve ever received.
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August 2023 by Julio Villatoro
Kenzie was very helpful I am happy with the customer service here. You need to bring more helpful people. They have to help like she does.
