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December 2022 by Carlos M.
4201 Gaston ave location Terrible customer service. I went to return a phone because it had been glitching and freezing l. I was told there was a restocking fee. The rep began to read me the return policy.! Seriously! At this time I hadn't even told him why I was returning the phone nor did he ask any questions as to why I'm returning. He called the manager Sydney over to reiterate to me that there is a restocking fee. I asked why am I being charged a restocking fee for a defective phone, she replied it's not defective. She hadn't even asked me about the phone or offered to even check the phone. I explained to what was wrong with my phone and why I was returning. The reason was the phone was freezing and continued to disconnect from my truck and another Bluetooth device. Mainly for the freezing and it's only 12 days old! She continued to state if I want a full refund or exchange for another phone I would be charged a restocking fee unless I traded for the exact same phone. I'm not confident in the phone so just give me a full refund. Again she continued to say doesn't matter what I do unless I exchange for the exact same phone I will be charged the restocking fee. I became upset said I will just cancel my lines she said I have to call customer service to do so. No solutions to anything I was saying other than paying a restocking fee! This is absurd when you are having problems with a phone. I called customer service as I was told to do, they began to try and actually help me unlike the retail store itself. She did say"she being customer service Line", there was a policy that states restocking fee may be waved if there is a problem with the phone and if it is defective. That is Not what I was told at the store! Instead I was just being pushed away and the store was not really trying to find a solution! This is terrible customer service. Now either she truly doesn't know the policy or she was just not wanting to do the work of a return because it wasn't an actual sale. Either way it needs to be addressed And is a bit ridiculous. Customer service eventually called the store to find out what happened so that I could go back, and then Sydney lied about trying to trouble shoot my phone and stating that I refused to have it checked. I can't refuse a service that was NEVER OFFERED!!! Just a bunch of BS about paying a restocking fee no matter what unless I traded for the exact same phone! I was never asked why I was returning, and when I told them why I was returning I was never offer any solution or any trouble shooting. Hopefully Sydney learns her policies and learns how to find solutions instead pushing people away and not wanting to help. Hopefully this is a learning experience for the whole team because if this what the MANAGER does the team will follow. Your team is only as good as your leader and this was a terrible experience.
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November 2022 by Hector S
Horrible service. “Call customer service” is there motto I swear.
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October 2022 by BigDawg R.
I had a quick question but T-mobile has employees that don't want to answer the phone or if they do answer they hang up. Terrible customer service.
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August 2022 by Brenda Martinez
Very helpful staff, answered all our questions, super nice guy
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July 2022 by Rana Wofford
Good evening, how are you on this beautiful night? This T-Mobile was Grand, and they know how to Serve their Customers. Ladies and Gentlemen you are Fantastic. Please keep up the good work.
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July 2022 by Felixander Manzueta
Went in to open 2 lines w new phones. Fernando and his crew were really helpful and even stood a couple minutes after store closing to help me. Very helpful and professional ?
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June 2022 by Jordan
Tbh I hate the service that I have received since T-Mobile bought Sprint and forced me to switch my SIM card over. When I lived in Diana, TX and switched one of my phones to the T-Mobile Network (SIM card) I was guaranteed that I would get the same service. I did not. I no longer had any bars and was supposed to be refunded the months I paid for and had 0 bars as well as receive a signal booster/extender. I never received either of these. I have since moved to Longview, Gladewater and now Henderson. I am now facing the same issue in Henderson, however my phone shows 2 or 3 bars and yet I still get no service and struggling keeping in contact without internet (which doesn’t reAch the whole house). I’m tired of these issues and would like for them to be resolved.No issue with this store, but it’s nearly impossible to leave a review otherwise.5/17 UPDATE: T-Mobile replied to this complaint and advised me to send an email so they can resolve this issue for me. I have emailed them twice with no response. Planning to switch providers as soon as I’m done paying my phones off.
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March 2022 by BARBARA VANCE
Purchased a new phone there. Everyone was so helpful. The phone had to be ordered and they updated me and called when it came in. Isaac did a wonderful job of getting my new phone setup perfectly. Just a great group with great customer service.
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January 2022 by Joshua Y.
I rarely write reviews good or bad, but I strongly recommend stay away from this location or better yet T-Mobil if this is the way they train their people. I have been a T-Mobil costumer for years. I wanted to up grade my lines to the new Magenta 55, got some basic info said ok I'll be back. When I went back to do the deal the Manager Damion was very excited that I came back. I was switching the account from my wife to mine name to get the 55 and over deal. After 12 plus hours of holds w/ T - Mobil and 3-4 visits to the store and countless promises from him and keeps tossing credit, problem still not resolved. Never got the 55 and over, issued us all new numbers on the new phones, gave us a promotion buy one get one free, so I bought 13 pro, but got the 13 for free, my wife traded her phone in, and was told her 13 pro would be free with the promotion, did not happen. Since we came back, he offered an employee discount on the bill and merch, didn't happen. Going into the upgrade I was assured I would be paying less then I was, well I am paying about $60 more. I would put their tactics right up there w/ used cars sales people, say what ever to close the deal. The thing is I had all ready been a customer for years. If it wasn't so much a pain in the ass, I would switch company's right now.
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December 2021 by John O.
WHAT A DISHONEST PHONE COMPANY!! Called T-Monbile (800-937-8997) on 12/14/21 at 11:36 AM. Rico answered and gave me a quote for 3 lines (unlimited text, talk, & data) on New Senior 55+ Promotion. 3 lines for $90 per month total (including all fees and taxes) & 3 iPhone 13 phones for no charge if we turned in our IPhone Xr. There was one additional charge of $5 per line for phone protection. NO CONTRACT REQUIRED. Good Deal. Placed my order, the confirmation number was 110117207439. When I received my contract by e-mail, the monthly charge was $284.01 PER MONTH FOR 30 MONTHS. I called to protest the change in charges and was switched from Roman to Martin to Erica (ID#8121503), to Ren (ID#8042730) who each quoted a different number that they thought I might pay. After 1:34 minutes on the phone without anyone being able to send me a corrected contract, I cancelled the order. Ren advised that T-Mobile would not accept cancellation and I advised that I had cancelled the order and did not care whether they would accept it or not. My cancellation call was within 2 hours of the placement phone call. My initial call to obtain a quote was at 11:36 AM on 12/14/21. My call to cancel was at 12:22 PM on 12/14/21. Please contact me if you have any questions or would like to have more details about T-Mobiles dishonest dealings.
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November 2021 by Jim Wellborn
I had totally smashed my Galaxy s9 and headed to T-Mobile for a replacement. I have been reading that the Google Pixel 6 is one of the great new contenders. I quickly discovered that it was on backorder along with all the Samsung and iPhone models too. Initially, I decided to wait on the Pixel since it had the shortest wait time - within a couple of days. But because I couldn't use my own phone and needed to communicate in the meantime, I chose a T-Mobile branded phone to use as an emergency phone in the future should I break my Google Pixel. T-Mobile has two of its own phones; one slightly more expensive than the other but packing more features. The more Ricardo and I talked, the more I realized that the T-Mobile RRVVL 5G is a very decent contender and at least meets or exceeds almost every feature of the now nearly obsolete s9. And the price of this phone is just ridiculously low! So go see Ricardo!!!
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November 2021 by Renee Kearns
The SIM cards I was sent didn't work. Now the card says that T Mobile isn't working. The tablet that I was sent will not activate. Since it was mailed, they won't give me a new one from the store. I am supposed to call customer service and have them to send a new one.
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September 2021 by BEJI PAPPACHEN
I was really amazed by the quality of customer service. Kenya was helping me and she explained every little details. She is the best and I will recommend my family and friends to her. She was so polite and humble and never show any hesitancy. I am looking forward to work with her in future.
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August 2021 by Jason Jewel Walpole
At first I thought I got a good deal... Salesperson was full of empathy and respect... Then I realized that I had the wrong name as caller id. And I am unable to get the name that I wanted... And they lied about the phone that was free with three months was in stock... So I out of desperation paid close to three hundred dollars for a phone that does not fulfill my needs do to me having to go prepaid because I was in the hospital for 4 months and forgot to pay my bill to AT&t and I didn't have an ID at that time so I was forced to go prepaid.. then I got the runaround from customer service at the store level that I would have to call in to the corporate line and the corporate line told me that caller ID can only say prepaid T-Mobile customer instead of my business name and told me to take it back to the store however I cannot because I am wheelchair-bound at the time so all in all this sale had the potential of doing everything that I needed and I was prepared to pay for the 3 months prepaid because it seemed like a pretty good deal but certain things do not come on prepaid accounts such as scam app
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June 2021 by Ric Cade
I would like to give a shout out to Christopher who was filling in from another location and the manager, Bernardo for being a team player. Both helped me tranfer my data to my new phone, port my old # in, etc.Great job guys! I had signed up for the 55+ and brought my girlfriend over from boost. Then later, i didn't catch his name but another young man did the same seamlessly for my girlfriends phone, saved us an enormous amt. of time..go here for great service!!
