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February 2024 by John Montes
Every time I come to this store I have a new charge I didn’t approve!First time I went to add a line they added insurance to one of my other phones that I didn’t purchase there.The next time I went to add a line the phone was supposed to be free. The lying salesperson said many times the phone is free and convinced me to get a second phone line, free. I didn’t need a second phone line, the only reason for me to get the phone was because it was free. I just needed to pay the taxes.My next bill is high and I call to ask why, I’m being charged an extra $16 a month for the phones. Over the next 2 years that $400 for the phones. Not free! The sales person blatantly lied to me many times.When I go back to fix the problem I’m told that person was fired and there is nothing they can do. I’m going to have to pay for phones that were supposed to be free and I didn’t agree to pay for.I’m calling corporate next, this is absolutely ridiculous.
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December 2023 by Jason Pacheco
Just went into this T-Mobile after calling last night to get an iPhone upgrade. We called Sunday night to ensure they had the phone and we're told that we needed to be there before 6:30 to do the data transfer. Went in monday evening to get the new phone and do the data transfer a young man named corey started with us and then a few minutes later a girl named Haley came over and said she was taking we started over with her and started giving her the details of what we needed to do she started pulling up our information and then said she wasn't able to help us because it was 6:01 and they don't do data transfers after 6:00. We were there 10 minutes before 6:00 when we started with corey she refused to help us because it was 6:01 we proceeded to tell her that the person we spoke to last night said be there before 6:30 she snidely remarked and said who did you speak to we said we have no idea she said well its 6:01 and we can't help you. Even though the store closes at 8:00 p.m. I asked if she was the manager she said no I said who is she said corey. This girl is a flat-out liar we called another store right after we left and they told us to be there before 7:00. This person is a deceiving liar and should not be working in customer service I will be following up with her manager and a regional manager on her reprimand
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October 2023 by Justa Guy
I visited this location yesterday. I was picking up a phone under warrenty as my 5 month old S23+ stopped charging with Samsung chargers and would only be charged when turned off. The beginning of my experience started off Great. The Manager was very endearing and soft spoken. The next rep I encountered, a very tall man. Also very polite and well mannered. Until it came time to do the "smart switch" and transfer my data. That's when my experience changed. The transfer only took about 30 minutes which concerned me because I had alot of data. When comparing thephones after the transfer was complete. I noticed my photo albums missing over 300 pictures, as well as apps that didn't go through. I showed the tall rep and he suggested another transfer. Through experience I knew this was going to double up everything else. At this point, The tall guy had to go, so he asked another rep to help me. This man was heavy set with a patch of grey hair just above the center of his forehead. He never introduced himself, but it wouldn't have mattered as my memory is horrible when it comes to names. The way he sat down in the chair, yanking it from the table and plopping himself in, I could feel the tension. Not once did he make eye contact just stared directly at the phone when talking to me. I had questions but he would only give one word answeres. I was adomant about recovering my photos as we were in the last hour before they closed. And I didn't want to have to go back. When he finally did make eye contact, It was as if I was the most disgusting thing and he was mad about breathing the same air. i wanted to take a moment to explain myself. Explain that i was in my 3rd week of chemo therapy, that it's caused severe dehydrationand my face to sink, but not to worry as cancer isn't contagious. That i don't have family around to lean on while i go through this, that my pictures have been my strength and what gets me through the treatments. I was apparently a waste of his time and so were my memories. I didn't want to give him the satisfaction of knowing that i may not be around much longer. I relieved him before I lost control of my tact. I spent the next 30 minutes on YouTube watching trouble shooting videos. Ultimately I figured out what I needed and was able to transfer the missing photos. To the heavy set guy with the grey patch of hair, I don't believe customer service is for you. I hope you never experience how you made me feel at possibly the scariest time in my life. I gave 2 stars for this experience, one for the Manager and the other for the tall rep.
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September 2023 by Justis Holmes
Joseph is great! If you need anything ask for him so helpful and goes the extra mile.
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September 2023 by Justis H.
Joseph was great! he's so helpful anytime and went the extra mile for me. he's also helped my husband before and he said this is the best location because of Joseph. We appreciate his genuine care and patience.
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August 2023 by Jaime Kahalepo
NO STARS….My husband’s phone if 4 or 5 years went into a “recovery” mode. Power reset few times, showed “No service and No SIM card”. I called customer service, explained the situation, transferred me to Tech Support.Abi, Tech Support very patient, helped me by checking the SIM card slot, restart the phone but still same problem. So Abi advised me to have the SIM card replaced. Went to the Tropicana Beltway Store, the gentlemen (forgot his name), helped me with the SIM card replacement, told me to wait 10mins, restart the phone, should be good. I waited about 20 mins, restart, same problem. Went back to the store, explain to the same gentleman, same problem. He then said to call the Tech Support, explained what happened and if you have warranty, possible you can get a replacement. I called, Tech Support Jesse helped me, and said I can get a replacement phone due to the warranty, I will need to pay about $20 for taxes for another Rebel 6. I said ok, I’ll take care of it in few days. Jesse sent me a text to assure what was discussed.Today I went to T-Mobile. Explained to the young lady (no name)what happened few days ago, I’m back to get a replacement phone. warranty. She tells me I look at the file, I’ll be back. I waited maybe 15 mins , wondering why it’s taking soo long. Employees going in and out from the office, finally the young lady comes back to tell me, they found water damage, so no warranty on the replacement phone, I need to pay about $56 for upgrade/taxes. I tell the lady, why are you folks testing for water. She replies, we do it all the time. I said, I didn’t come here for that, I explained and told you I’m here for a replacement phone. I can show you the text. She goes, oh don’t need to. About 5 mins or so, she brings the supervisor out to tell me, Dtore policy on warranty replacement, they do 3-point check and if any detection then the warranty is not warranted. I told the supervisor, why wasn’t I told about it. He goes, we’ll it’s Store procedures, then the Manager came said the same thing. Overall I simply said, you folks need to do better Customer Service. Next time inform your customers on Store policy regarding Warranty Replacement.Overall this store sucks on their “Customer Service”. I’ve been to West Sahara and Tropicana/Jones, and great service. Now I know why this store don’t have too many customers…
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August 2023 by Kelly O.
They never have anything in stock. They always seem like you, "the customer," are a burden. They constantly miss quote you and misslead you on price. Seldomly does anyone here have true knowledge about their products, packages, or services. Basically, they are salesmen at best. Who clearly don't know anything more about their products, but that this is the new thing. I have not been lied to or miss lead by any other place or business more than this location. I've lived in Vegas for 20 years.To qualify myself, in one purchase, I bought 2 Gallaxy Fold 5s and a Gallaxy S23 Ultra for my family. With screen protectors, cases, stylus, and warranty at a different location. So I'm not just an angry, broke reviewer. I'm a quality customer who was lied to, miss treated, and misled by every salesman at this location. I'm telling anyone and everyone to shop anywhere else.
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August 2023 by Edge D.
This store doesn't t deserve even a 1 star. The staff here are lazy and are not helpful. They don't even smile or greet when customers come in. They make you feel that they are far more superior than anyone and expect to be respected when they don't even know how to respect their customers. Very rude and condescending. Never again will go to this branch.
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August 2023 by Gia M.
Updating my review to a more honest & detailed one by the weekend. I simply do not have the energy right now but want to warn people as much as I can. Thankfully, a supervisor on T-Mobile's end has now opened up an investigation with the employee who ultimately screwed us, BAD. It is absolute hell trying to get help at this point, I will share call records of how many times we have tried to call the store with NOBODY answering & recorded calls (it's not illegal to do) of individuals (by name) telling us we will receive certain calls back & not getting them. We are so far past the point of livid. The employee who helped us will end up paying for what nasty bill HE stuck us with BY NOT TELLING US ABOUT THE REBATE CLAIM PROCESS AT ALL, along with all court costs & then some. PLEASE PLEASE PLEASE make sure you ask if the employee you are dealing with is new or not. TRUST ME.Please disregard my previous review & keep an eye out for my detailed & honest one.We have been in contact with everyone we can be & are reaching out to corporate tomorrow because of the damage that Jacob & this store has ultimately caused.
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August 2023 by Eileen Eckstein
Carolina helped me so much she was a star and at 8o years old she was so patient with me thank you for her ! I've had 3 years of trouble with the phone!
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June 2023 by Joshua Smith
AVOID THIS STORE.I went in as I was due for an upgrade. I was 'assisted' by an associate named Jorge, who tried to talk me out of getting one, in hind sight it's bc he had no idea what he was doing...I was under a Sprint plan which was inherited by T-Mobil - well instead of upgrading my phone under my current plan which as $93.33/mo. Jorge was so confused he decided to end my Sprint plan and start me a new T-Mobil plan. The ONE question I asked him MULTIPLE times is 'will my monthly bill remain the same?'Answer each time: YESWell to my surprise my auto-bill came out the following month to $160. Obviously I went back to the store and spoke to the manager, Joe, who had no idea how to read an invoice. I had to literally highlight where to discrepancies were. He proceeded to tell me that it's bc Jorge ended my sprint plan and put me on a whole new one (like I care.. just fix it).Well he claimed he sent an email to corporate and they would fix it. NEVER HAPPENED. Just got another auto bill taking another $160. I called him and he basically said 'IDK IDK, corporate....' all excuses.AVOID THIS STORE. They do not know how to properly operate or even read invoices.
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June 2023 by Joshua S.
AVOID THIS STORE. I went in as I was due for an upgrade. I was 'assisted' by an associate named Jorge, who tried to talk me out of getting one, in hind sight it's bc he had no idea what he was doing...I was under a Sprint plan which was inherited by T-Mobile - well instead of upgrading my phone under my current plan which as $93.33/mo. Jorge was so confused he decided to end my Sprint plan and start me a new T-Mobil plan. The ONE question I asked him MULTIPLE times is 'will my monthly bill remain the same?'Answer each time: 'YES'Well to my surprise my auto-bill came out the following month to $160. Obviously I went back to the store and spoke to the manager, Joe, who had no idea how to read an invoice. I had to literally highlight where to discrepancies were. He proceeded to tell me that it's bc Jorge ended my sprint plan and put me on a whole new one (like I care.. just fix it). Well he claimed he sent an email to corporate and they would fix it. NEVER HAPPENED. Just got another auto bill taking another $160. I called him and he basically said 'IDK IDK, corporate....' all excuses. The problem remains unresolved.AVOID THIS STORE. They do not know how to properly operate or even read invoices.
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May 2023 by Mike Burr
I FIRED AT&T cellular service after being a customer for 12 years. I switched 4 lines over to T-Mobile. After using T-Mobile for a week now - the cell & data service of T-Mobile is night and day better than AT&T. As a Realtor ? ? , I travel all over Las Vegas. AT&T got worse and worse each year and then UNUSABLE in almost every area in Las Vegas - Summerlin, SW, Blue Diamond, Sky Canyon, Centennial, Arts District etc. I could not open lockboxes while showing homes at times with AT&T cell service. I would need to jump on my clients T-Mobile hotspot to open a lockbox. I can’t believe I suffered with AT&T for the last few years. If you have AT&T and want a reliable, fast , and half the cost of AT&T cell service then go see Megan, Christopher or Isaac at T-Mobile on Ft. Apache and Tropicana. Their customer service is incredible. It feels so good to be able to use my phone in its proper form. Bye ?? bye AT&T.
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May 2023 by Lisa Kim Sammons
Helpful with an issue with my Samsung Galaxy Watch 4. Called tech support and put in a work order.
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March 2023 by Dale “HawaiianTime” Moyen
Good service not long wait 5 mins. Not too busy. Helpful friendly staff
