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February 2024 by TOMI SANDERS
I went into the store today to pay my home Internet bill that is due on the 17th of each month. The young lady told me I need to pay 80.83. I told her no I only pay 55 plus 5 to pay in-store which totalled 60.00. She said I don't know cause it says 80.83. So the manager named Jeff stepped in and told me I can leave because I'm not to speak to him employee like that. I tried explaining to him what I was explaining to her. He told me to stop talking so he can talk. We sat in silence then he asked if it was his turn to speak. I told him well we are just standing here. He told me that on January 19th I came into the store and added a tablet line to my account. I said no I did not and he said yes I did. I then asked if I did add a line then where is the tablet they issued for me. He said he doesn't know. I told him I am not paying for a line I never ordered. He told me I can call 611 or leave his store. I said I'm not going anywhere and HE is going to figure this out. He then stated that it was T-Mobile who accidentally added it so he called customer support to have it cancelled. After he hung up with them he told me I still had to pay the 80.83 cause I owe that for having the line for a month. He said he is not arguing with me over it because we apparently are on the wrong page love. I said to not call me love and he was like ok ma'am in a sarcastic way. I gave him 100.00 and told him I'm paying 60.00. He only gave me 35.00 back and I said he still owed me 5$ and he must can not count. He said it's 5$ to pay in-store. I told him it's 60.00 total with in-store payment included. He once again stated that's all I'm getting and to leave HIS store. I told him it's his job to take the 20.83 fee off and he said he will not. He threw the money on the counter. I said give me a receipt. He was so frazzled that he did not know how to print a receipt. 5 minutes later he gave it to me. I ked him to write down the number to customer service because I'm making a complaint and he intentionally wrote the wrong number down. I called the right number after I googled it. They took gret care of me and took the 20.83 off plus redid my bill to 50.00 month. The new manager y'all have doesn't know how to conduct business and should no longer be working at this location. I advise his supervisor or higher ups to review the footage to see just how he treats his customers. I will no longer be doing business with this location and I'm letting everyone here in Kilgore know just how rudeJeff is and how he is not there to help his customers. I was right the whole time about my bill and he never once listened to my concerns. This is my hard earned money and I have every right to question anything about my bill. Not saying customers are always right but this time the customer was right and the manager sucks. If he doesn't understand his job then he should not work for T-Mobile. This happened at 6:15 pm February 17, 2024. Thank God I got the right help and treatment from the customer support line.
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October 2023 by Chrystal Ferguson
The guys were very helpful and so great and patient with a rude and disrespectful customer that was in the store at the time very knowledgeable with the service they were providing would recommend the Kilgore store and staff to anyone
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September 2023 by Mcnemar Detailing
Highly recommend the workers at this T-MOBILE! They made everything so easy. The customer service was awesome
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August 2023 by Shannon Adams
Service here was impeccable! Incredibly professional and willing to go the mile for their customers. I’d give more stars if I could and will drive to Kilgore T-Mobile store every time now because of a great experience.
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August 2023 by Heather Stewart
I’ve been with T-Mobile going on 3 years and I can’t complain. If I ever have a problem, they do everything they can to resolve it.
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May 2023 by Carrie Pollard
Jared did all he could to locate the phone I wanted even tho it wasn't in stock he is having it shipped to me . In the mean time he fixed my old phone so I could still have a phone in the meantime. He also hooked me up with a galaxy watch ! So far good experience
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February 2023 by Doris Frith (Dora)
Employee was nice enough to tell me that there wasn't any way for her to make good on a screen protector I bought from them with the understanding of a lifetime warranty.
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February 2023 by Danielle Bentzler
Very cool people but they don't know how to answer the phone. Ever. But that so far is my only complaint. ANSWER THE PHONE!!! if I can't get in touch with them and swap out my phone within my 14 days because they don't answer the phone that will be my next complaint.
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December 2022 by Jammie Beall
Worst experience ever! The guy was vaping, very unprofessional!
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August 2022 by Janet Vaughn
The woman who we delt with was too tired, too rude, too something to be nice.She told me I would need to call care for help. I told her she could help if she really wanted to.? She was supposed to be training a new guy. I hope he does better than she did. I ask for the manager and explained to him that she would never have another opportunity to insult me again but that she was effecting his stores reputation. He said he would speak to her about her attitude. If I ever need service again I will not deal with this witch again.
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August 2022 by Sunni Reid
Soooo, hubby & I went in to just LOOK at the phones, and after about 2.5--3 hrs later, we both had new phones! I actually had a blast getting to know Kathleen & Keyanna, they were awesome! Both of them had great personalities and really helpful! I would highly recommend using T-Mobile as your cellphone provider!!
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May 2022 by Jeff Andresen
Excellent customer service. Several employees will and able to help. Very impressed by this location and experience.
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May 2022 by Robert Shupe
My phone was not charging. The emoloyee who helped me was Lyndon and he hooked up with new charging accessories and what to do if the problem returns.He was patient with my concerns and addressed them in a timely and professional manner
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March 2022 by Rachael Gibson
Jared and Linden provided excellent customer service Jared was helpful insightful and possess the characteristics of a true salesman not just in it for the dollar but the customer to and Linden excellent tec-Man make a great team go T-Mobile
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March 2022 by Bruce Godlockjr
Jared and Linda did a wonderful job they were polite had wonderful customers service skills and quickly efficiently found services and devices to suit my needs
