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February 2024 by Adam S.
It was a bummer to have Sprint run into the ground a decade or two back, but we finally migrated over to T-Mobile. Our experience is somewhat biased because we have a grandfathered Sprint account, but it's really been just fine on this side of things. The store at Ward Parkway was very helpful when we needed to make the switch, and even more helpful when it came to adding a line. The price hasn't flucuated (yet) from what they told us, and service is pretty good overall. Not a whole lot to say other than it can get busy here, but each time I've been in, the wait times have been reasonable and the staff has been there to assist with everything.
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January 2024 by Biscuit Jefferson
Easily the most frustrating experience in customer service I’ve ever had seemingly a common problem. I would think I went into the store because my phone wasn’t working. The store associate who didn’t mumble hardly a word to me, then began asking another associate a question and apparently started filling out a claim phone hadn’t been damaged. It just wasn’t working she put me on the phone with their insurance company and then proceeded to ask me a bunch of questions that didn’t fit as the phone wasn’t damaged and it was asking me to describe the damage I was then put on the phone with a live representative who repeatedly asked me what number she could text the information to when I explained to her again that the phone wasn’t working I couldn’t get a text message she said hang on a second, I asked the store associate if this is the right phone number to call since the phone wasn’t damaged. She looked at me blankly and thought that it was right again the person on the phone asked if they could text me a link and I said ma’am I don’t have the ability for you to do that. My phone is broken. That’s why I’m here. She asked me to hold on again and again, I asked the store to see if there’s something else that could be done. She said well I could take the phone to Apple And asking how long this process would take they said oh a day or two and I’d have to pay a deductible but I was still under warranty so this was confusing to me. I didn’t get the answers so I left the store having received zero input, no direction and not sure how to fix the problem. I am sure of this I won’t ever use T-Mobile again And as soon as I’m able to fix the phone so I can transfer it to a different company I will do so this is an example of what’s wrong with our customer service. I felt like I owed the person something like I was putting her out by even bothering her at the store. She didn’t explain the process I didn’t know what to expect or what I could do. I didn’t know what my options were, and I was love feeling helpless, as if I just asked somebody off the street not somebody who works for T-Mobile I’ve been a T-Mobile customer for a long time and I have had varying degrees of customer support but now an all-time low you shouldn’t feel like you’re interrupting someone or that you’re a problem if you’re a customer, if you don’t like dealing with people, don’t work in customer service And for God sakes, don’t show up to work acting like you need a nap or we all owe you a favor for even showing up I wouldn’t recommend this T-Mobile or any T-Mobile store if they allow this kind of attitude . If there was a manager present, he was woefully disconnected, and then need to do some housecleaning at the store ,
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January 2024 by Melanie Murray
Staff very rude and they lie tell you the phone is free but it's not you have to be on the most expensive plan so basically your still paying for the phone each month don't waste your time or money Verizon has way better deals and better staff
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January 2024 by rollercoasterfan2000
I know I'll need to switch my phone service to T Mobile because they're the only provider with service where I'm moving. I'll find a store elsewhere to do it, I don't care that this is the closest T Mobile store to where I live. You do NOT put someone in a que when all they're looking for at the moment is information. At least give me a pamphlet if you have a que and I just want information. Information like: do I get a better deal if I switch before the end of the year? What will go into canceling my current phone plan? Do third party carriers like Mint Mobile that use T-Mobile's infrastructure get service in T-Mobile only areas? If so, can I use my ACP benefit on Mint Mobile?
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December 2023 by Robert Barrientos
They were a lot more helpful than Verizon.
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November 2023 by Julee Sanders
I went in to upgrade my phone on with a trade in and had a horrible experience. Instead of taking an estimated 30 minutes, it was taking longer to transfer my data so we ran errands and came back several hours later. Still not transferred. No problem. Came back before close to pick up my new phone ( a total of 6 hours later) and for whatever reason it still was not completed. They "force stopped " after explaining they couldn't keep my phone overnight and told us to come back the next day...it should take another hour. We dropped it off when they opened and came back 7 hours later. It STILL was not transferred and the salesman said it would take another 5 hours and that they would do it overnight after all. At this point I asked to just cancel the trade in and give me my old phone back. He said that was not an option, that it was now I'm their inventory ( even though he was holding my phone in his hand). He also said they could not force stop it (huh?) To me this was crazy. This was the fifth time we'd been there. WHY was it taking so long? Why can't I have my old phone back with all of my data? I ended up getting so upset after he refused to give me my phone back I just took my new phone and left. My data was NOT transferred ( except for my contacts). I lost all of my photos, texts and log in info for various sites. I help find placement for shelter dogs...all if those photos were lost, plus texts U needed for court for documentation. I've spoken to customer service and they pretty much said they couldn't do anything. I'm writing to corporate.Why on earth would it take over 12 hours ( then another 5 hours or longer) to transfer data? Im sure I'm not the only customer who ran into this. The last clerk was indifferent to my plight and didn't seem to care that it was taking so long, or that I was losing my data. All if my previous experience withT Mobile has been pleasant, not like this nightmare. After this I'm looking into switching service. #stayaway
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November 2023 by L C
I thought I was going to have to move in because it was taking so long but it wasn't their fault. Getting a new phone is a long process. The staff was super nice and I appreciated all their help.
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September 2023 by Joanna Śliż
Great service. Sebastian was so helpful! Very friendly, patient, and competent. He spent 45 minutes trying to solve a problem with my phone! And he did! Others (at other locations) have tried to help me, but couldn’t figure it out.
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September 2023 by Lizzie King-Hall
Fantastic service on a busy Saturday. Every single guy in there seemed to know exactly what he was doing, and all stayed calm and polite during what I'm guessing was a stressful shift. No pressure to buy an expensive phone -- the associate even pulled up YouTube videos to compare phone cameras because I told him that's what mattered most. Appreciated him!
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September 2023 by Kiku Brooks
The team working today were not the usual team, they were covering for this store's staff. They did an excellent job providing world-class customer service in the usual team's absent. Joel, he went above and beyond, exceeding my expectations. Thank you, Joel. Bravo Team!
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September 2023 by Riki M.
Terrible customer service. I just needed a phone transfer and they were nothing but awful. I understand they probably don't get paid enough, and I sympathize with them. However it upset me enough to make a review.
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August 2023 by Marion Gould
A special shout out to Millie. She very patiently helped us transfer data from one phone to another plus reviewed our plan. Thanks so much.
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August 2023 by Elizabeth Calton
tyler at ward parkway shopping center was a great help with my phone upgrade and was super friendly and fun to talk to!thank you tyler!!
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July 2023 by Ivy Poole
I find them rude. And the management there is not is Professional. I will not use this t-mobile ever again.
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May 2023 by Brian Eden
On May 24th, 2023, I attempted to make a purchase at the Ward Parkway store (#1087) in Kansas City, Missouri. There, I had the most awful experience of customer service in recent memory.I am an Honorably Discharged, disabled American Veteran, so going to a store is sometimes difficult, and painful, for me and the staff made this experience a nightmare.As the store rep was showing me my "contact information" on the tablet where I had personally, just entered my information, I saw my email address said N/A, even though I had entered it. When I tried to correct it, things went from coordial and professional to beyond unprofessional, to childish, then just plain dishonest. The sales rep insisted that I could not correct or update my email on the "contact information" page on the tablet screen, but could not provide a reason why. I told her I was not going to leave the store with my contact information incomplete or incorrect and she insisted again, that I could not change the N/A to my correct email address, so I ask for my money back and to cancel the product for which I was already charged.At this point, the sales rep leaves and an assistant manager comes over and says that he was told I "snatched" the tablet away from the sales rep, which is entirely untrue and pure slander. There are cameras in the store, so I've urged the T-Mobile management team to verify this was untrue with their own eyes.Finally, with only the assistant manager being present, I got my refund and cancelled the product I paid for and really wanted, rather than just have me, or the staff, update one field in the T-Mobile "My Contact Information" page.This was the worst, and most dishonest, customer experience I can rememer, so bad, I am now searching for a product to replace the one I already paid for, had in my possession, and was only asking to have one line of my contact information corrected before the transaction was complete, and instead endured corrupt, abrasive and slanderous treatment.One very shocked and unhappy customer.
