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February 2024 by Kevin Hazelwood
Worst service I’ve ever received!
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December 2023 by S Brown
I would share specific examples about my experience, but too much of my time has already been wasted. Do yourself a favor and avoid this store if you can.
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December 2023 by Elijah Bishop
This store is absolutely ridiculous and borderline criminal. My wife and I agreed to a store promotion at this location last November for a “Buy One Get One” on Apple’s Ultra iwatch. We were told by the employee the normal gibberish about not seeing the bill correct itself for a few months and then it evens out, etc. So we trusted them (first mistake) and waited. Well, it never did and now for over a year we have been paying for 2 watches each month. The store told my wife that they can’t “see” past promotions and the corporate office said they had no promotions like that going on last year. When asked to speak to the owner of the store or the manager, the guy just said “he’s not here,” and wouldn’t offer any point of contact. That’s the first issue.Second issue: around last December we decided to try T-mobile’s internet. We went into this store and signed the agreement which stated we could bring it back within a certain amount of time if it wasn’t what we needed. We took it home and tried it for 30 minutes and immediately knew it wasn’t what we needed because it wasn’t near as good as what we already had. So we boxed it up and took it back to the store where we we told we couldn’t return it there and were told that it had to go back to a particular division of the company that deals with internet. A total lie. So we got the contact for returning the device and then began a more than 6 month debacle trying to return the device WHILE BEING CHARGED EACH MONTH for something we used once for 30 minutes. This store was and continues to be absolutely useless in helping us and they have continued to be absolutely useless and borderline criminal in their business with us. We are continually in contact with corporate to get our money back and to investigate this location for its practice.My advice? Stay away from this store.
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December 2023 by Kyle Honeycutt
Galen was one of the most rude individuals I’ve ever had the unfortunate displeasure of talking to. She wasn’t even the person helping me, yet she made the whole experience horrible. This was the worst iPhone buying experience I’ve ever had, hands down. She wouldn’t even give me her name and I had to ask another employee her name after she refused. If she is in there, I’d recommend going elsewhere. Never have I ever been treated this poorly, especially when I’m buying a thousand dollar device. Unacceptable.
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August 2023 by Chris Fowler
Employees were very helpful attempting to troubleshoot our phone.
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May 2023 by Mari Knight
Michael at the store in Lagrange had me back where I needed to be I. Minutes. He is amazing
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March 2023 by Tina Clark
Michael is the best! I have been having issues with my phone for weeks. Hand it him, a few touches later... its working! Thank you
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February 2023 by Tory Herron
Ryan assisted us in upgrading our phones late on Friday night and he was terrific! Gave us tons of information without pressuring us. He made sure we understood everything about our new phones and our new plan, that also saved us money! We already loved the company, but Ryan went above and beyond to help us! Amazing service top to bottom!
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September 2022 by Paul Patterson
I highly recommend going to this store. Special thanks to Michael who helped to resolved a problem for me from another T-mobile store.I purchased a new Samsung phone and Galaxy watch at another T-mobile location near by. From the beginning couldn't recieve phone calls on the watch without the phone. Took it back next day, and was told the problem was resolved. It wasn't and was told they could look at it again but I would likely need to pay the warranty. Not sure why because it didn't work when I purchased it 20 hours before. So decided to call the T-mobile store in Lagrange and talked to Michael. He told me to bring it there and he would fix it in 5 minutes. He wasn't kidding. He actually located 3 issues the other store missed and then the watch was receiving calls the way it should. Not sure why after a full hour the other store was unable to fix the issue. I tried to tip him for his help. Refused the tip saying he does his job and likes to help people. Drive the extra distance to Lagrange Kentucky. Ask for Michael. He will take care of you.
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September 2022 by James Hammett
Went into this location on Sept 9. I was purchasing a phone 3rd party to use for a trade in. Had the clerk verify the phone was in good condition and it was good for the trade in promotion. I purchased the phone from 3rd party. Went to trade the phone in, the clerk then informed me that the phone was only valid for a $500 trade in. I loaded the tmoblie app showing it was valid for $1000 trade in toward, the galaxy z fold.The clerk then went to the manager she looked at the phone. Said they could only give me $500 cause the promotion I was wanting ended ( it didn't still active as of Sept 10. ) I called the Bardstown rd store they knew the promotion I was talking about. So I drove to that store. Were they told me the crack in the screen made it where it can't be traded in. So hours of talking to tmoblie customer support. I'm out the money I spent on the trade phone. Beware of this store clerks do not have a clue of promotions, or If phone will pass the trade in. It will end up costing you money, and headaches.
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September 2022 by M Randall
Switched from Verizon and used the Lagrange, KY location. Kayla and Zac were awesome to deal with. Treated us like human beings not inferior noobs.
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September 2022 by Edie Barrett
Zek great help,answered questions offered great deal.Friendly informative,knowleagble.plan on returning and offered account.
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August 2022 by Frank A. Merola
Looking to trade in the phone and see what kind of service I'd get and the clerk there didn't seem interested or motivated. She was working alone so I decided to wait. I decided to visit the T-Mobile in the Springhurst Shopping Center where I originally got my devices. Asked about 5G and whether or not it would have an effect on transferring data to my computer. They were very helpful and because I use my phone in adverse environments had inquired about the CAT phone and found they're on recall due to a software issue. I have two phones and a tablet. One phone is for my mother. When they had become paid off I was thinking of an upgrade but got a new screen protector instead.
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June 2022 by Blitz B
Went in to transfer service from Cricket for 2 lines. It took a while, but it got done. After getting home, the daughter decided she wanted to change the color of the phone (she was at her aunts for the summer and picked the color over the phone, changed her mind because... teenager) . So i went back the next day. Got charged a $70 restocking fee even though the phone wasn't ever powered on (not really complaining about this to be honest). Got the new phone, got a text alert that my promo was no longer valid. Was assured it was still on there by the associate who was swapping the device. The bill came in and i created a login on the site and i see that my second line is ready for an upgrade because there is no promo. So i called in and hopefully have that taken care of.A few days later, my step daughter got her phone (She came in for an appt) and went to turn it on. No service. I login to the account and i see that i have my line and an unknown device... So now i'm calling their customer service yet again despite being assured that it took the new esim... but i suppose when he was incorrect about getting the promotion transferred i should of checked on the phone actually getting properly added to the account... probably should of just set it up for her as opposed to letting her have the joy of opening the box and setting it up on her own... Then again that was under the assumption that the staff at the local store knew what they were doing.They are friendly, however i'd double check any work they do. They don't seem to know what they are doing.
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March 2022 by mari haus
This is my first review and I just came here to let everyone know about what a terrible experience I had on January 28 2022.I came in wanting to start my own plan and line, and get away from my old sprint plan now they have merged. at first everything was great, I was talked into getting some new Galaxy, and we got an account set up, that is until the girl with long hair working with me, (it was about 2:30 pm) informed me that we couldn't do the trade with my Galaxy s9 because it was water damaged, no biggie. I understand. why she felt the need to tell me it would affect her bonus if we went through with the trade in, I dont understand. I felt that was a bit unprofessional. She told me id have to pay the amount for the phone and the lines, which I couldn't afford that day so I asked her to just cancel everything and I would be back. she said she could do that, so I went about my day. Fast forward to February 28th, and im billed for a tmobile autopay monthly fee. I called the store and they told me it was nothing to do on their end, but somehow must be through my OTHER phone company. despite it saying tmobile on my bank statement. Fast forward to March 6th, and I received a letter in the mail thanking me for becoming a tmobile customer on January 28th. my first initial visit to the store. I called the store again and asked for them to refund me and delete my account since it doesn't even have a line or number connected to it!!! I ended up spending a hour on customer service and am STILL waiting on my refund. this is by far the worst experience I've ever had trying to get a new phone! I can think of at least 2 employees who definitely need more training.
