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October 2023 by Doug D.
I have been a TMobile customer for 27 years. When I decided to cancel there was an issue with other lines I had that I supposedly could not cancel over the phone. I was told by the agent that I had to go into the store to cancel. This call took about an hour to complete with hold times. Once I arrived at the store I was I initially told that I could not cancel at the store but then I explained what I was told to the agent so he put me on the waiting list. After 90 minutes I was called by Chadwick at the store on Howell Branch. He initially said that he could not cancel my account. He then said he would return and I had explained to him that my other numbers were already cancelled but that they needed a pin that I did not have. He then spent time behind closed doors and came back and told me that I discontinued the call and that they had tried to explain what I needed to do but I had hung up too early to hear that. A complete waste of time since there was a 90 minute wait in the lobby. He relished in telling me that I had hung up. I was then told to put a TMobile sim card in my phone and I had to call customer service to cancel. I did this and told him that I would do this before I left the store to confirm with customer service. When I called it was an hour wait to get a call back so I left and called from home. When I called the agent asked for the pin which I did not have and then asked me for the last four of my social to confirm my identity. I was able to cancel with this number and NEVER needed a pin. Three hours wasted for no reason. Chadwick at the store in Casselberry FL is a horrible agent. If he or the other person does not know how to ask for identifying information then shame on TMobile. Horrible CS, they need training.
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October 2023 by Xelena D
I don’t recommend T-Mobile at all 0 out of 5 stars. my family with 7 lines has been with them for years but they always add on random charges and theirs only one person who has access to change things on the account. It seems the employees just say things without the full knowledge of them. They have these “specials” and YOU CAN NOT TRUST THEM!!!!! I bought one iPhone with another one half off if I opened another line, but I was told the line was “free” … no it wasn’t & the only way to get the second one half off was to do some kind of payment, not pay for it outright. So I paid like 1,400 for the phones and $100 in payments. We’ve been getting charged way more than the hundred, and they won’t refund us. It seems like you can’t trust anyone working because they don’t even know what they’re talking about. What I would recommend is go to mint mobile, you can do unlimited data and pay yearly so it’s less and it’s like $300 bucks
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October 2023 by Lance Melton
Got legit laughed at for asking if they had a higher-GB version of a common phone in stock (not the new iPhone). For the record, it comes in three sizes but they seem to only have the bottom two models in-store. How am I supposed to know that the top one is online-only?
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October 2023 by Daniel William-Freer
Ann at this location was a great help. My phone croaked and Ann was able to quickly set me up with a similar phone. She was a great help on a busy Sunday?
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September 2023 by Chanler Simpson
went to this location for the cheapest phone plan possible ended up with hidden fees and locked into auto pay. called in April to cancel service since phone was stolen just found out I've been paying $100 for a line i don't even have. hopefully they won't make it hard for a refund, but from the looks of these reviews my hopes are not high. ?
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July 2023 by Amellys Guariman
I went to this store and the guy who helped me told me that they did not have promotions for prepaid lines, I went to another store where if they gave me the promotion, it means that they are not interested in these customers who only need something prepaid, it is better for them to sell post payment that hurts
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July 2023 by Jinx Franks
Jerry Holden helped me today and i was very impressed. He resolved all my various issues & answered all my questions. He was always calm & professional. Great job!!
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June 2023 by james lowry
I came in today because my phone suddenly stopped working. Erica assisted me through the process of picking out the absolutely best option for myself given my constrictive scenario. She was extremely helpful and extremely patient with other rude customers voicing their opinion across the store. Shes an ideal TMobile employee.
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June 2023 by Darius B
So when a customer calls in with an issue from POS it's appropriate to say "I'm just a sales rep and I'm at a retail location" after you get the sale. That is a snake tactic. And to tell me you have another customer in front of you and throwing me on hold without notice. It sounds like the lady with the short haircut at this location. Makes the company look shady. Show some concern and resolve EVERYONE'S issues and not only new prospects. Please do not give out wrong information to get a sale.
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May 2023 by Jennifer Hernandez
Melissa E. Was Amazing at helping me with my home wifi modem. If anyone has any issues or concerns, She is the one to come too. she is the one to figure it out and you will walk out happy.
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May 2023 by Vickie McGinnis
T mobile was charging me for service after I left. Was charged 249.66. I had a android phone that was told to be free but because I didn't stay with them 2 yrs ( I was with them 15 months) . I also was charged for a tablet that I didn't have.
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May 2023 by Natalia Menendez
Customer service was great. So happy with my new phone.
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April 2023 by Amy Ward
Giving 5 stars to Jerry for being so kind and patient with my mother's phone connectivity issues. Stellar customer service. A true asset to this store. Good job and thanks again!
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February 2023 by Jose R.
I been with t mobil for a long time and I always go to this store at Casselberry but this place sucks the employee there don't like to help customers they are very rude the only person there that has help me is ann she help all customers don't matter what is the problem but the rest of them suck they always said u could go on line and get ur problems resolve if I new how I would never come to u k and give me and attitude so rude I rather go to another store
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February 2023 by Deanna C (Dee)
I have a deal with T Mobile where I can get my screen protector replaced for free. Upon entering the store I was asked what I needed and I told the clerk about the screen protector. I was told it would be over an hour wait. I asked if I could just put on the screen protector myself and the clerk gave me attitude and implied I was being rude. I don't think it was appropriate for the clerk to be rude to me because they were flustered with a long line.
