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November 2023 by Bob W.
II was lied to about charges related to tracking devices. Was told that they were free and there was no monthly charge. I was told my bill would be $106 a month. I was sent a bill to review from T-mobile for over $194. Although by calling customer service and removing trackers from bill I am paying a little over $115 a month. $9 a month more than quoted ($216 over 24 months) Also was promised two $40 credits applied to my bill which I never received. When I called store The manager refused to do anything to rectify the issues , basically telling me to f--- off.
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October 2023 by Todd Jensen
I went today and they told me I can’t return my phone because it’s not a corporate store and had to drive to store 30 mins away, the other store told me this was a lie and this has repeatedly happened with the Elgin and South Elgin stores. Waste of time and gas.
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October 2023 by Regina Stricklin
The lady I worked with was extremely patient and nice she went above and beyond to help me.Ask for Mercedes
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September 2023 by Kevin V.
T mobile in general sucks. App doesnt work as well the web page takes long to load. I have automated payments set up and it never goes through and i get charged a late fee everytime. Their system is awful. My friend has the same problem as well other friends. I just waiting to pay up everything i owe on tmobil and im switching to xfinity mobile. At least i wont have problems as i do in tmobil. The CEO of T-Mobile has to fix this issues. But i decided to switch carries.
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September 2023 by Imran Ahmed
Extremely disappointed!Called the tmobile customer service and I was told the the store (corporate store) misinformed me about all the promotions and things that they could help me with.I desperately needed a phone and going to them was a waste of time.
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August 2023 by Wayne I.
This store has one of the worst customer service staff I have ever experienced.The staff is rude and do not care at all if you remain a T-Mobile customer or not.I went in today to receive a warranty phone exchange. I was told it had been 18 days and the order gets canceled after 14 days. I told the rep I had told customer service I would be out of town and not able to pick it up until today and was told it was ok. The store rep said well there is nothing I can do it was canceled, you have to call customer service. I said that is not acceptable since I already spent 1 1/2 hours on the phone with customer service to get the replacement. The store team member looks at me and says "why are you upset with me I didn't order the replacement for you?". I said fine then please order it another one for me. She says "you have to call customer service, we cannot do it for you". I commented well then maybe I should just go to Verizon, she says " well sir if that's the way you feel go ahead."I will not walk into this store again! I have also notified corporate about this wonderful experience.
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August 2023 by John Grimm
Mercedes was sweet and helped me set up my phone and got me a great promotion! I recommend her to anyone
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August 2023 by Elizabeth Espinoza
Horrible experience with this store they stated I walk out with trackers I refuse trackers the day of purchase of my new phone. A month later and they are charging me for trackers stating I walk out with them I try to call store and have this resolved they stated that they can’t fix this unless I go into store and refused to help me Jose then hung up on me. Completely un profesional
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July 2023 by Jenny Wagner
I have been a tmobile customer for over 10yrs and came in for a new phone. I was very clear on all I needed was a phone but Avani, the employee, I was working with told me that I had to purchase it in a specific package. She said this included a phone case, screen protector, three trackers, and I had to have the protection plan for four months but could cancel it after that. I questioned many of these things since I've never had to do that before when buying a new phone. I asked if I could decline the trackers (I have no use for it) and was told no but not to worry that they were free. I also already had a case but was told this case was free. The word free continued to be used except for the protection plan. Since I'm on my brothers family plan he just got the bill (3 weeks later) and I found out that I was complety lied to by her. This was shocking to me since I asked so many clarifying questions which made the lies even more disapointing and manipulative. The case and protector were both almost 100.00 dollars each. The three trackers I didn't want and never opened were 5 dollars a month each and to cancel them it's 40.00 dollars each to which I specifically asked if I could decline up front and am now having to pay to cancel them! I went in tonight to request a refund and was told that since it's past 14 days they won't help me. I was able to cancel the protection plan moving forward. I was told I could come in and talk to a manager next week on Monday. I intent to go to corporate then to the consumer financial protection bureau, and Illinois commerce to file a compliant if I have to or if no one is willing to make this right. Employees shouldn't be allowed to lie like this with no recourse or accountability it's unacceptable. Especially when you've been a loyal customer for so many years. Very disapointing!Follow up: On the 10th I went to meet with Leslie the manager to address the situation and she was very nice and did remove the case charge and told me she would call me end of day to let me know how to deal with the tracker situation in the best way but that was on Monday the 10th and I haven't heard from her since and today is the 19th sooo I'll be calling corporate which again is disapointing I was hoping to resolve it since this has become quite the time suck and unneeded stress.
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July 2023 by Robert Weinstein
Leslie the store manager greeted me with a smile as did all the other employees in the store. She asked me how could she help me. I said it's a long story. She said no problem let's see what we need to do to help you. Her help and knowledge of all the aspects of helping me went as smooth and quick as any service at any time at any t-mobile I have ever been to in my 8 years of being with t mobile.Thank you that experience.
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July 2023 by Google user
Be aware that this is a franchise store and they are unable to correct many issues. They are not knowledgeable about their products. Every time I have gone to this location they have been unable to help or rude. I would strongly recommend going to the corporate store in Geneva or Algonquin. These are the store that they tell you to go to when they cant help you so your just better off going there in the first place. They are knowledgeable and more welcoming. As an example. My wife bought a phone watch which she felt was too heavy so she returned it. They refunded the price of the watch but failed to remove it from our billing plan. She did not notice it for several months and when she did they did not know how to correct the issue.
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June 2023 by Craig Kaufmann
Be aware that this is a franchise store and they are unable to correct many issues. They are not knowledgeable about their products. Every time I have gone to this location they have been unable to help or rude. I would strongly recommend going to the corporate store in Geneva or Algonquin. These are the store that they tell you to go to when they cant help you so your just better off going there in the first place. They are knowledgeable and more welcoming.As an example. My wife bought a phone watch which she felt was too heavy so she returned it. They refunded the price of the watch but failed to remove it from our billing plan. She did not notice it for several months and when she did they did not know how to correct the issue.
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June 2023 by Craig Kaufmann
Be aware that this is a franchise store and they are unable to correct many issues. They are not knowledgeable about their products. Every time I have gone to this location they have been unable to help or rude. I would strongly recommend going to the corporate store in Geneva or Algonquin. These are the store that they tell you to go to when they cant help you so your just better off going there in the first place. They are knowledgeable and more welcoming.
As an example. My wife bought a phone watch which she felt was too heavy so she returned it. They refunded the price of the watch but failed to remove it from our billing plan. She did not notice it for several months and when she did they did not know how to correct the issue.
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June 2023 by Craig K.
Be aware that this is a franchise store and they are unable to correct many issues. They are not knowledgeable about their products. Every time I have gone to this location they have been unable to help or rude. I would strongly recommend going to the corporate store in Geneva or Algonquin. These are the store that they tell you to go to when they cant help you so your just better off going there in the first place. They are knowledgeable and more welcoming.As an example. My wife bought a phone watch which she felt was too heavy so she returned it. They refunded the price of the watch but failed to remove it from our billing plan. She did not notice it for several months and when she did they did not know how to correct the issue.
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May 2023 by Jason H.
So I'm waiting for a phone replacement. T-Mobile had sent to this store. I had received a text message from T-Mobile that it was ready for pick up in the morning 2 o'clock in the afternoon I stop by and they say it's not ready. It's still not checked in check back may be around four I'm told. I say that's not what Tmoible said Make a call and get it checked in. Keep in mind as the picture shows below. There's like 5,6,7 employees standing around doing absolutely nothing.It's the hottest day of the year so far and the manager has all the store employees outside. They will not let anyone in the store. An elderly man asks if he can go inside due to his poor health. She refuses him and says come back on a day when we are inside. All the guy wants to do is go inside look at the phones and buy one. No she rather argue with him. This situation has become totally ridiculous. At this point I'll ask the manager for her district managers name and phone number. She refuses to give me that information and then goes in T-Mobile's system and cancels my phone order. Within 15 minutes of standing in front of the store cause you're not allowed in I have watched this manager single-handedly make sure to local people will never buy anything in that store ever again. Dear manager girl here's my suggestion to you instead of trying to hide the foot traffic numbers from your bosses. Just try selling some phones you chase two people away today that would've bought something. See pictures below one of the manager and one of her employees trapped outside in the 90°+ heat.
