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February 2024 by Randy Lors
Was out on business in Florence Kentucky needed a phone charge as I did not bring a charger with me. Stopped in at this store to get a quick charge on my phone and did not want to interrupt any of the associates as they were all dealing with customers. Unplugged one of their phones and was going to plug it into mine so that I did not have to bother someone while they were dealing with their customers. An alarm went off that was fairly loud and of course got everyone's attention. I apologized and didn't realize it would do that and the gentleman said Well normally no one would unplug something unless they were trying to steal it. This angered me greatly as I am a 15+ year T-Mobile customer with nine phones on their top plan. My home store and other stores that I have stopped into have always been overly polite and helpful. The comments by the guys in this store will drive me away from ever stopping into a store here in Florence again. Very saddened by this day, and I told the gentleman inside that the comments made to all the customers around was very embarrassing for me when he said "the only reason someone would unplug a phone would be to steal it." Wow what a thing to say and completely unnecessary especially when you're a very loyal customer for such a long time. And although I know they did not realize at the time when they said it that I was a loyal customer it still was a slap in the face and embarrassing. Completely unnecessary and poor customer service! T-Mobile is a fantastic company and I love the company itself however I would steer clear of this location just because of this.
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February 2024 by Judith
T-mobile, the female manager you have working at your store, located at 7717 Mall Road, is not even fit to work with barn animals!!!! I thought someone had to have some kind of customer service background to deal with customers or even to boast the management title?! Like I stated before, she is not even fit to work with barn animals. Take it from a customer who has been with your company for twenty(20) plus years.
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January 2024 by Amber Woods
My elderly parents came in to port their number over to TMobile for the senior plan. They were going to get two lines. The rep told them they have to do it all online or through customer care and that they did not do this in person at the storewe . We had been to Crestview Hills months prior and knew you could do it in store. While I get they earn commission and they’re a busy store, he was not friendly and I wouldn’t suggest ever going there if you want good customer service. He didn’t want to deal with them at all and was actually rude and acted like they bothered him and wasted their time. They only want to help you if you’re going to get the best plans and newest phones. We ended up getting everything done with the nicest rep at crestview Hills who treated my parents with respect and with kindness and took care of everything in a professional way.
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January 2024 by Charles Moon
Customer service lacks
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January 2024 by Larry McMillin
Questionable employees, like walking into a shady used car lot.
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January 2024 by Janette Kahles
I went to T-Mobile Florence location to switch from Verizon to T-Mobile and had excellent care from Matthew who was extremely knowledgeable and helpful, He made the experience very pleasant and I was able to save money with more coverage and a better plan.
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December 2023 by Samara Metcalf
If I could rate the service I had today, it would be 0. My mom is the one that pays the bill, and if there are issues or upgrades to me made, I work on those.I was trying to make sure I had my information correct and understand were the numbers were coming from.Dutra, the manager, was aggravated and said I’ve already explained this two you multiple times. I explained to him that my mom pays the bill and I make the changes, so I’m trying to see how much the bill would go up and where these various numbers were coming from. I told him I don’t understand why you are being rude. He said I’ve explained this multiple times and it’s all online and I have other customers waiting. There was only one customer and they’ve only been waiting 5 minutes.The body language and tone of voice is what bothered me. I don’t know what’s going on at this location, but something changed. My mom was there two weeks ago due to an issue with her phone, and who ever she worked with was just as rude.Not to mention, Dutra, was also on his phone texting while he was helping us.I can see this place getting better if proper customer service was actually a practice at this location.
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December 2023 by Angela R.
I went in tonight after being told by TMobile online support that I could go to a retail store to exchange the IPhone 15 Pro that I had ordered for an IPhone 15 Pro Max. After waiting about 15 minutes, a salesman signed me in and told me that they may not be able to help me but they would be happy to look into it. While I was waiting, I was hearing another salesman being very rude to customers who didn't understand why they had to pay taxes upfront on a phone they were thinking of purchasing but I wasn't hung up on it. I definitely felt bad for them tho bc I would feel embarrassed to be talked to in such a demeaning manner. Unfortunately that salesman, whose name was Matt, was the one who first became available to help me. No surprise bc it didn't appear that those previous customers left without making a purchase. After explaining to him that I had been directed by TMobile customer care to exchange my phone at a retail store, he very rudely told me that they didn't do that there unless the phone was purchased from Costco. I told him I didn't believe that was correct based on the info I'd received from customer care and asked him to speak to his manager. With a super annoyed look on his face and a big sigh, he did approach his manager. He then came back to tell me that I needed to wait for that manager bc he didn't know how to do that anyway and walked out of the store in a hurry. I can't remember the last time a salesperson made me feel less important and considered leaving at that point but since I didn't have alot of time to go to another store before work, I stayed. After another 10 minutes, the manager, whose name I didn't get, did his best to help me out and seemed concerned when I told him that Matt was very rude so it wasn't an entirely bad experience. But I'm left wondering how someone like Matt could be in a customer service business with so little regard for customers. Since my issue wasn't resolved during this visit, I'll have to return to a TMobile store but it definitely won't be to this location.
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November 2023 by Ryan Lewis
This is the worst mobile experience I've ever had. The customer service with T-Mobile is absolutely terrible. The setup in store is a mess and you wait forever. Don't even bother trying to call them because they are entirely unhelpful and not knowledgeable at all. I can't wait to switch carriers.
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November 2023 by diane grefer
I tried to get help to file a claim but the representative walked away to help someone else. i waited for at least 20 minutes. No one wanted to help me. i had a question but i had to leave because no one was interested in answering my question. This was my second day being there. I will not go back to that store.
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September 2023 by Tre
Went in on a Sunday and there was a little line while I was there, I got switched from pre paid to post paid after a little trouble with my account not allowing it. Then the worker didn’t know that my accounts that I have would allow me to have 3 numbers on my one phone so I had to figure that out on my own also.
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September 2023 by Cass Lyttle
Nobody there actually wants to help. They just want to keep offering new products to make a paycheck. Switching to VerizonEDIT: wow you could have just not responded at all and it would have landed the same
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August 2023 by Angela Simpson
My latest experience with T-mobile was excellent! I had to file a warranty claim and everyone was super helpful and kind! From the phone call to customer service to my in store my experience was great! Thank you Tyler T. for you help with my warranty exchange and with helping me get everything transferred to the new phone!
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August 2023 by Lauren W
Giving a big shout out to Kevan D. here because he is quite literally the best service rep I’ve ever worked with. I’ve been a Verizon girl my whole life and after getting married this summer, my husband was trying to convince me to go to T-mobile. We went in the store and after working with Kevan, I’m not sure why literally everybody and their mother isn’t a t-mobile customer?! Oh my gosh, all the deals and steals alone are crazy. Kevan was so thorough, and he can punch in some numbers and figure things out in like 2 seconds. He’s honestly great. And he convinced us to try the T-Mobile Wi-Fi after hearing us complain about the price with Cinci Bell lately and just have to say THANK YOU for convincing us to try it!! Better mbps than Cinci Bell and $30/month?! I’ll take it. Kevan is the only reason we are T-Mobile customers as I was heavily convinced we were gonna go with Verizon. Now we are sporting new phones, new Apple Watches, and awesome internet for a quarter of the price we were paying. 10/10 experience. Thanks buddy!
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August 2023 by Squeaky Clean
I have had probably 5 to 7 different cell phone services. T-Mobile, especially the Florence Mall Road location tops every single one at any time or any day. Not only are there representatives and store completely knowledgeable as well as extremely hopeful. There customer service Representatives or by far the best in any phone communication customer service ever! They also follow through with everything they tell you. They are passionate and just want you to have an overall great experience. Which is what we absolutely witnessed. So thank you for everything that you guys did for us we're not thank you enough! Shout out to Kevan at the Florence Mall Road location, he even called me on his day off to give me an update!
