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June 2023 by Google user
Weirdest encounter I’ve ever had with any individuals. I just wanted to switch my screen protector and camera protected but the lady who was helping me said that the camera protector wasn’t “scanning” but in reality i think she just didn’t want to give to me cause she did say “That T-mobile be losing money and that the cameras protector wasn’t in the insurances plan” “meow”?. They seemed like they didn’t know what they were doing, had 2 other employees watching this lady help me while there was another customer behind me waiting and i heard one of the employees say “fuck” as in a way they didn’t want to help the other customer. Went to another T-mobile location got my stuff switched quick and was told that my camera protector is in my insurance plan. Would recommend not coming to this location and instead go to the one down the road from the mall of new hampshire.
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March 2023 by Avery Turcotte
My grandfather went there to get his phone. He was not made aware of a charge for transferring his information to the new phone I til after it happened. He was than told he had to wait a couple of days due to warranty to be able to pick it up. He went there today and they had lost the phone that they had already transferred his data on to. He left with no phone and a massive concern if his personal information is on some strangers phone. Do better.
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January 2023 by If only you knew
Came in today and never have I been more disgusted by the actions of an employee anywhere. I was talking to a different rep who was okay. But this person Jaylen, has the worst attitude I’ve ever heard. Openly being rude to customers. It was actually sad to witness. Hopefully someone can correct him.
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January 2023 by Lisa Pelletier
Today was a joyous day! Walked by t-mobile and was greeted by a gentleman named, Michael. He helped me turn my day around. Helped me change my whole outlook on T-Mobile. He has upped my experience today. 10/10 would recommend. He was helpful, insightful and more than delighted to set my new internet up and make sure I had all the tools I will need for success. YOU ROCK MICHAEL!
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November 2022 by Anthony
Went to purchase new line of service. Elderly man working there said the phone I wanted was too expensive and required 50% down. I decided to leave, taking the quality employee that t-mobile deems fit to employ as sign I should not sign up with them
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August 2022 by Angela Janes
My husband and I live 2.5 hours away from Manchester we mad a day trip to the mall and we're stopped by a t-mobile employee (Kevin) who asked what we pay a month for phone service. I kindly replied with unfortunately t-mobile does not work in our area. He said are you sure let me pull up a map and check for you so he did and checked and even proceeded to tell us he had a buddy that lived in our town (Berlin nh) who had t-mobile and used it. He promised us it would work re assured us over and over it would work.He also quoted us a lower a month payment which was a lie. Long story short after 4 and a half hours of us standing in the store he got all 5 lines on our account switched over and the phones activated. We only had to pay 30$ per phone for an activation fee and for charger boxes because we did not have the right ones. By the time we get home it is 9pm. 1 out of the 5 phones worked! We get ahold of corporate the next morning and they informed us to go back to our old carrier(us cellular) and return all the t-mobile stuff to our nearest t-mobile store. Which is still 1.5 hours away. Also that we should have never been sold t-mobile anything because they do not cover our area. Also when we went to our old carrier to port our numbers back we could not figure out the pin # for the account. Thankfully the representative at us cellular figured it out. Turns out Kevin had put a pin on the account and did not tell me (the account holder) that he did that or what the pin was. Now we have wasted time, gas,gotten our hopes up for new phones all just to be scammed. We will NEVER go to t-mobile again.
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August 2022 by Edward Grasso
Employees more worry about chatting about their weekend and their friends. I walked into the store and nobody was there, customer service was horrible! Just wanted a screen protector replaced under warranty, mind you I’ve been to other store and it’s a pleasure. Never had a problem until today. Don’t go to this location!!!
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August 2022 by L L
I will preface this by saying my original review was NOT for the Hookset NH store. It is for the Manchester Mall location and posted below. The manager of The Hookset location, Ben Beaudry, was kind enough to contact me to determine what happened. That is how I discovered I had the wrong location. Thank you Mr. Beaudry for your professionalism, and representing T-mobile in a positive manner.Original post:My phone conversation was with Josue Cruz at the Manchester mall in NH location. Yes, he was so bold as to voluntarily give me his last name, spelling if his first name and ID (which I omitted for this post). That was after he told me if I had a problem with his charges he can easily reverse my order and I can go elsewhere.After spending a day and 1/2 looking at options for another line and cell phone for a family member who is temporarily in NH, I spoke to a rep online who helped me decide what was best for me. I was told 35.00 to add a line. Josue in the store charged 50. He also added 18.00 per month protection plan that notbauthoized by me or my family member who was in the store.I called customer service back to tell them. The first rep could not help me. I was connected to a supervisor who was unable to add a line at the price I was quoted. The supervisor told me the rep who quoted me made a mistake and told me its best I switch to magenta 55 instead of Max in order to reduce my monthly bill.I explained I live in a very rural area. She suggested a cell spot with a 25.00 deposit.In the end it cost me more than expected and possibly loss if a good cell signal.I will add that it is confusing for customers when prices are different between physical locations and online.Frankly, I am disappointed in T-Mobile as I thought they were a top provider - until now, therefore, I will not recommend this store or the associate Mr Cruz, who clearly needs more training in customer service & attitude control.
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August 2022 by Mig Levas
Can I just ask a question since the employees in the store by lids and yankee candle store do not seem sober enough to answer. . . HOW DO YOU MAKE ANY MONEY WHEN YOURE DRINKING ON SHIFT?!Came in the other day for a bill pay and the salesman reeeeeked if alcohol. Definitely staying away from this location too. Online options are free usually and you don’t have to deal with incompetent employees and managers :)
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July 2022 by Leo Gonzalez
Less than positive experience. Left with the phone I wanted, though I can't use it because the guy forgot to give me the SIM card he activated on my girlfriend's account. I will have to visit another TMobile store in order to get one. And instead of him transferring my phone number from my previous carrier, he gave me a "temporary phone number". I've worked at 2 phone stores before, and the guy was just unprofessional and frankly, lazy and ignorant to what he was doing. He even admitted to having attempted to steal from the mall offhandedly. Like ?
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July 2022 by Lisa W.
T-Mobile. I have never encountered such horrible customer service. I was a long-time Sprint customer and had very little issues with them. Then one day I was informed that Sprint was now t-mobile. Okay. But then I was informed that the three devices (iPhone 11, Slate 8 inch Tablet and a R850 Mobile Hotspot) I had would not be able to work on the new 5G network after June 30th. Okay. So I looked into it and was still getting email stating "Upgrade your Phone to a new iPhone 13""ON US". Well to me "On Us" means it is free. No. When I went to select a new iphone 13 on the t-mobile web site I was being charged $ 1099.99 No where did it give me the option to trade-in my old phone. So I waited. I tried again this time over the phone and was once again never was given the option to trade-in my old iphone 11 for the new iphone 13. I told the customer service person that I did not want to upgrade my Tablet and to remove that from my billing. She told me I could up grade the Hotspot for the new INSEEGO 5G .Once again I was never given the option or informed that I could trade in the old device or how to do that. The charges were adding up. Then I noticed I was being charged SURCHARGES for Arizona. Charges of almost $ 90 . I had recently moved from Arizona to New Hampshire but I had informed t-mobile over 6 months ago about the move. Once again I contacted t-mobile and was assured that those charges would be removed. Still waiting..This time I contacted customer service via chat online and finally get someone who can help me. I explain about getting the new phone and not being able to trade in my old phone and about the tablet, the hotspot and the surcharges. She tells me I can bring in my old phone to any t-mobile store and the the discount on the new phone. She tells me I will not be charged anymore for the out of state surcharges. She tells me I can return the new INSEEGO 5 G and I will not be charges for that anymore. So I take my old iphone 11 which is in very good condition and the customer service person will not accept it. She also tells me I am a Sprint customer not t-mobile. I guess she didn't get the memo. So after a long discussion of how dissatisfied I was with t-mobile they finally take my old iphone and give me a receipt. I ask how long it will take to make the changes on my bill. They tell me it will take a couple of weeks for the old phone to be shipped back. Very rude people. So I once again contact customer service online via chat and tell them I do not want the new mobile hotspot which I have not used. She tells me she will send a "return" envelope to me which she does. I then mail back the new mobile hotspot which they received on June 27. I wait again until I get July bill. Still being charged for the new iphone and mobile hotspot. Extremely frustrating. So now tmobile has my old iphone which I never received the discount towards the new iphone. Worst customer service ever.
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June 2022 by JOAO LOPES
Not the store by food courts but the new one.Employees more worry about chatting about their weekend and their friends, they ended up skipping a few very important steps that cost me not being able to communicate with my other half for 3 weeks.It was a simple thing that became a very inconvenient situation. Customer service sometimes is just not a thing anymore. Didn’t even asked for much, just the job to be done right, we had to figure it all out by ourselves.
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June 2022 by DAN Murphy
Kevin gave little to no information about my new phone and what I’m actually getting as an upgrade, nor went over much if anything about T Mobile. They sent me out of the store with a phone nor properly set up. Returned to the store once where they told me to just go home and attempt set up over home wifi which resulted in me returning to the store a 2nd time only for it to be resolved the 2nd time. Horrible service and information given and if I had it my way I would not be with T Mobile.
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June 2022 by Isaiah Chavez
Had a great experience at this location, it was a stressful situation switching from Verizon but Alicia alleviated all my stress by saving me more than $100 on my bill and making it effortless for me to switch from Verizon. She was very professional, kind, and extremely helpful. I definitely recommend seeing Alicia for your all phone needs!!
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May 2022 by Amel Divanefendic
The manager in one of the stores in the mall named Jake was exceptional in helping me get a new phone. The dude was quick thorough and professional. Nice to see people who know what they’re doing. 5 stars!
