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November 2023 by Mike M
I removed my previous review as it was very harsh and decided to write this one instead. Dennis the assistant store manager is extremely rude and aggressive and should not be anywhere near customers or manage any employees. How he got this role is beyond me. Must have paid someone off to take him on. When things don’t go his way he begins to kick and scream like a toddler not getting his way. Going off like a child who just had a lollipop taken away from him. His mentality is absurd and the behavior is delusional. Stay away.
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November 2023 by Lilly Nieves
Helpful staff they were all amazing helping me with upgrading my phone not to mention with entertaining my child who was a little wild and silly that day. Overall thank you all.
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November 2023 by Mina Fahmy
Dont go there, people on charge are so rude. I don’t know how are they team lead! 0/10 handling customers.
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October 2023 by M S.
Utterly rude incompetent staff that closed the store 4 hours early. We ordered our phones online today for store pickup got notification phones are ready. Get to the store around 4pm signs on the windows saying sorry we missed you. Staff members still inside. I knocked on the door lady walks over I said we're here to pickup two phones she said sorry we closed early today. I asked why I couldn't pickup my phones she said because she already shut down her computers. I asked for a refund she said she won't issue me one. I asked to transfer the order to another store she said she won't do that either and if I want my phones to come back tomorrow. T-Mobile 800 number also refused to provide any kind of help. Stay away this company has turned into complete trash.
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October 2023 by Donna Brushway
Shelby was awesome setting up our new iPhones!
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July 2023 by Victor Bolo
I stopped by around 4:00 PM 06/9/23 after my former sprint device has not been working properly, I checked in & told the gentleman with the IPad checking in customers the reason for my visit. My phone keeps going out of service with a no sim notification. He tells me to keep taking out my sim & put it back even after I requested for a solution for it. I was hoping for him to recommend a sim swap or upgrade. After I decided that I want an upgrade galaxy s23 ultra he gives me an estimate of what I'll pay today,then I asked him if they have it in black so I can get it. He then referred me to customers service to call to request an upgrade. Other associates were just on their devices not even acknowledging customers. That's a very wrong image of TMobile.
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May 2023 by Tomcat TomMA
Update: 5-12-23 I called and conveyed my complaint to T-Mobile Customer Service rep. today. She was very interested and concerned. She called the Shrewsbury store to get the manager's name and assured me that my complaint would be escalated to a manager there at the home office and that he/she will contact me to get further information. Of note: this CSR told me that they have received other complaints regarding the Shrewsbury store. (end of update)Initial Post:I was told by TWO rude employees that "we are not customer service representatives" we are EXPERTS. I've worked in retail many years and I provided excellent customer service to our clients and was commended often by my superiors. These people were condescending and behaved as though I worked for THEM. I asked for the manager and he was infuriatingly rude as well. I will be calling T-Mobile corporate to report their behavior which was so unacceptable we left the store and went to the one on Lincoln St. Worcester. Michael took care of us there and was absolutely the epitome of a CSR. He was eager to help, pleasant, skilled and could not have been nicer. Others have agreed with me that this store on Route 9 across from Whole Foods has had many complaints. They need to be re-trained or fired.
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May 2023 by Roberta Sbrogna
I just want to give a shout out to T-Mobile rep Julia Noel she assisted me yesterday in switching over my phones from AT&T. She was kind ,patient and knowledgeable and she spent 3 1/2 hours with me, assisting me and getting my credit reports unlocked and switching over all my contacts to my boyfriends flip phone? Thank you so much.
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February 2023 by Padma Shenoy
Went to collect my TMobile umbrellas and the staff was efficient. Though I checked after coming home that the umbrella was damaged. I did call the front desk and I may go back for an exchange.
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December 2022 by Kristin Black
Do not go here. We went to open a new family plan. We selected all new iphones and already having new iphones it should have been a very easy mirror over the data. It went all wrong. We were told all phones were copied. Phones were wiped and no there is no way to retrieve our data or reset our apple ids! The lines were not ported and we are 4 days into visits to this store and over 8 hours on the phone with support and we still don't have the lines ported. I have never had such a bad experience and it is causing major conflict within the family due to lost work time and frustration. With today's technology, there is no reason that data should be lost and it should take 4 trips to the store! SO unfortunate.
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November 2022 by Junny D.
THIS STORE ROBBED ME. They really robbed me. they owe me 110$ and when I call everyday, they just keep turning me away telling me to come back another time. They charged me for an iPad I never left the store with and then they charged my credit card 50 that they can't return to me because they "never took it" even tho the transaction is right on my bank. Im going back and forth with this Dennis guy (immature and disrespectful dude) and I asked for his last name because how rude he was being and he refused to give it to me. Said "I'm on my own And he doesn't need to tell me anything" Man avoid this store if you want good customer service and to NOT get robbed.
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September 2022 by Mike Shipka
I'm not here to talk about the T-Mobile service, I'm here to talk about the store and the people in it at time of writingI called, asked my question, got a very thorough response from Katie/Catie, who checked that the item I wanted was still in stock.I went right down, and they even held it for me while I was dealing with an unfortunate forgotten credit freezeThe service was like something out of pre-2020, helpful and upbeat.I was in and out with a new data line before my lunch break was over, and it works phenomenally so far.Thank you!
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August 2022 by Jose Figueroa Sr.
Worst customer service ever at any phone carriers. I’ve had service with them for over 5 years now and ever since TMobil took over and these “NEW” managers been here it’s always a horrible experience. They are rude, don’t care to hear what your explaining and then say threaten to “hang up and you can call a different location”. Have a few months left on other contracts and soon as those are completed will definitely be going to a different carrier where their people have some kind of people skills and customer service. When asked to provide corporate number your told it’s on the website.Thank you for the horrible experience and showing me that it’s definitely time to change carrier.
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August 2022 by Reem Abdulmawla
Ever since Sprint joined T Mobile the customer service became ?I wish I can explain my problem with them but it’s a long story all I can say is I am reporting the company to the BBB for sureI have all the proofs necessary to doing so. Sadly after ten years of being their customer I am going to cancel their service and change my cell phone provider It took a month and my problem isn’t solved.
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July 2022 by mychael shymansky
The manager lied about what we would pay monthly. We were supposed to buy one and get one phone FREE. That is not the case. Plus the service os poor at best. Don’t go to this store!
