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March 2024 by Dylan Kahn
First, I want to apologize to the young fellow training and his supervisor in advance of this review. My negative experience is not their fault, but the result of a convoluted and ultimately incompetent system that should be reformed. There area few things that I would have liked to have happened differently considering the circumstances, which I will highlight for their consideration.Overall, this is quickly proving to be one of my worst experiences with a carrier, which is impressive.My problem was simple: My phone, which was scarcely a year old, was breaking down. Shoddy quality is an unfortunate reality due to the system shock caused by the pandemic. The reasons are probably many, but the reality was simple: my phone was turning into a brick that could not charge, lagged with every input, and could not switch out of headphone mode (and it couldn't register headphones).Defective phone? No problem. I drove 15 minutes to this location and within seconds of arriving, I am helped by a young man who was a month into his training. He was eager to help, polite, and professional. I do not wish him to be reprimanded or disciplined in anyway. He did his best.Unfortunately, his best was woefully inadequate. Due to his lack of experience, he didn't know how to navigate a phone plan that wasn't extremely "young." (Apparently, a plan made a few years ago is a "Grandfather" plan and thus none of the good promotions apply). He looked for a total of about 50 minutes trying to find ways to save me money. This was kind of him, but not what I needed. My company has money, I have money. I need a new phone. I pressed the issue because this was a workday and I was between meetings. He tried to oblige but the system wouldn't take any one of my cards, despite them being in good condition and keeping.Eventually, after an hour had passed, I was escalated to a supervisor who told me that they couldn't help me without having a different card on file and he didn't know why the system wasn't taking my card (they couldn't take my cash either). He was sympathetic but was either unable or unwilling to do anything for me and sent me on my way with a number for customer support. Ironically, his number was slightly incorrect, leading me to a phishing number pretending to be a carrier instead of the actual support staff (which I had to look up using google.)Over all, while this outcome may have been unavoidable, it wasted about 45 more minutes of my time than it should have. The fact that T-Mobile training protocol considers this acceptable is worthy of shame.The call itself was a farce. I was helped by a chipper fellow named "Joe," who informed me that I needed to know my business partner's social security to access and make a purchase with my own personal card on the account (despite verifying that I was in fact, me via text verification pin.) Again, "Joe," was not to blame here as he cannot deviate from his protocol without fear of termination.I have never seen a company so incapable of taking my money for a simple service that lies at the core of their business model.
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February 2024 by Darin Mullica
The store is fine but the phone service sucks. Very dissatisfied with the phone service. I have had multiple texts that were sent to me including one from my boss that never came. Multiple calls that never came thru and this is all while in 5G coverage. Constantly says I'm offline when I'm not. Do not get service from Tmobile
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February 2024 by Riley Nikols
Emma and Tyler were very helpful and professional! They gave me a great deal switching from Verizon.
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February 2024 by Ariel Roman
Do not go to this T-Mobile shop. The assistant manager lied to me about the home internet being available at my address. I ended up with the home internet and they threw in these “free” trackers. When I returned the internet and the trackers I was told I could keep the trackers because it was a separate promotion from the home internet, which was not true. Then when I returned the brand new sealed in the box trackers the first thing they said was I had to pay a re-stocking fee. The re-stocking fee was not disclosed at all when they threw in the trackers. The home internet was actually not even available at my address after checking on the T-Mobile website. I can’t believe I was lied to about the home internet. Very sneaky assistant manager that scammed me. I had such a terrible experience that after 9 years of being with T-Mobile I found a better deal and switched to AT&T. Good job Spencer you lost your company a loyal customer.
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February 2024 by Eric
Lilah was the best customer service that i have had in a long time. Keep up the amazing work and Stephen was also amazing they both help us late an still figured everything all out on the account thank you guys once again and i will be staying with T mobile
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February 2024 by Molly Ryan
Spencer was so helpful explaining all the phones and helping us file a warranty claim. He was incredibly knowledgeable, kind, friendly, and provided amazing customer service.
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February 2024 by Latasha Cochran
Lilah an Steven very helpful.. Lilah stayed positive with all the extra phone calls an problems. Outstanding service!!
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February 2024 by Elan Ocampo
Both mangers charge me for an extra item and they scam me on getting things I didn’t need and when I try to cancel they charge me double when they made the mistake on my account do not come here they scam you.
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February 2024 by Brandy Hudson
We came in to get information about possibly upgrading our phones. The Sales Associate, Assistant Manager, & Manager all were great! They went over our account & found we could benefit better from a different plan than that we were on. We got the upgrades, new plan, & Netflix on them for a year!
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December 2023 by Jim Moore
Buyer beware...tricked into over a hundred dollars monthly add ons. When i finanllu figure it outbwhat happen. Store says you have to call tmobile online. Online tmobile says have to deal with stored.. after much frustration got most removed but still have $200 cost not recoverable.
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December 2023 by Dorothy Moore
Great military plan. However after 3 hours activating the lines. I discovered I have discovered several extras added to account. Insurane and tracker lines I don't need or want pushed monthly price up over $100. Very sneaking sales methods so buyer beware. Ask for detail list of what makes your monthly price..
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October 2023 by Nannette Hawley
this store did not honor their guarantee to replace screen protectors for the life of the phone. i purchased a screen protector the week prior in this store. dropped my phone and needed it replaced. they said they could not replace it because it was not recorded in their system. i showed them the purchase on my credit statement, and the girl that actually installed the protector on my phone was standing right there. nope they refused. oh by the way I had just bought the 15pro from them too!!!! do not use this location, they will lie to you.
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August 2023 by Joseph Rutledge Frazier, III
This small T-Mobile shop had an outstanding staff they were embers helpful.
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August 2023 by Ellen Miller
The lady manager was very helpful she fixed what others messed up. She saved us some money. She has been thee best we've had in over 3 years of service.
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July 2023 by Katelyn Myers
Yesterday was my first time going into this store location and Tyler + Nate (I believe his name was) were both pleasant and professional. I was greeted immediately upon walking into the store and Tyler (the store manager) was very knowledgeable which made the process smooth. I highly recommend this location. The two make a great team and employees like them are what create repeat customers. I plan to do all future transactions at this location, even when there are several closer stores. Keep up the great work!
