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December 2023 by Chyron J
ZERO STARS!!! ZERO!!!!I learned that this store is a 3rd party NOT corporate store.They LIE to me. Gave me a thousand trackers saying they were free (I NEVER ASKED FOR and NEVER even took them out of the bag/box). They said the cases and chargers were free as well AND they added like a 9 extra phone lines on my account …. $1300/mo later is/was my bill!!!!Pissed is an understatement!
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December 2023 by Jessica
Watch out, they’ll make you add lines for promotions that they claim will save you money but long term you’re paying even more. Also don’t believe them saying the system doesn’t recognize the promotion when signing papers, all lies. Worst trade-in experience I’ve had.
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December 2023 by anthony watkins
Went in to buy a phone for my son Xmas gift. Salesperson puts 3 trackers on the counter says they are free ok cool. Get home not true they add a line for each to my account go back in to return and have the lines removed manager comes out with an attitude and says you have to pay a restocking fee for the free trackers. Call customer care and yes the lines are 25 a month nope cancel. Point is these people in here are shady and worse part is if you show value I would probably get it and be happy. But now I will never walk in this store again.
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November 2023 by Anthony S
I had a terrible time with Customer Service!! I had no idea what to do! On the random I stop at the brafferton location the I must say the Teamis on POINT!!! It starts with the the Manager Kailey!! She greeted me and made me finally feel like I was being heard!! Care just didn’t understand but she is AMAZING!! First she fixed my problem with my bill, then after she fixed my account she told me about the amazing Black Friday deals!! I don’t mind paying if I’m getting my money’s worth, free Netflix and Apple TV!! Free line too some discounts she gave me!! If you visit this store ask for the Kailey special ad they will hook you up!!! Thank you Team Brafferton for all your help and making me T-Mobile FOR LIFE!!!
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November 2023 by Daniel h
Went to upgrade my 2 year old phone. Spent nearly 2 hours being offered weird "deals" and them trying to "save" me money by offloading old models for more than new models are going for. At some point I said the phone I want is $800 can I give you $800 and have the phone? "We don't really do that" OK see ya later. 20 years is a long time but I think it's time to switch carriers.
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November 2023 by Munir Mohsenyan
I've been a T-Mobile customer over 25 years, 3 Sundays ago I needed help I stopped by 325 Garrisonville and asked for help with my phone, the young lady there refused to give me her name was so rude that I couldn't believe, pretty much she wanted to fight me, and I couldn't have been any more polite talking to her,I hope I'll never have to go to another store for help specially that store,she was so stereotype and almost like a street gangster.... Hope the upper management pay attention & have some sort of supervision on their employees....
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October 2023 by A. Williams
I came to this location on Garrisonville Rd to turn in my trade ins. Was told that they do not do that at this location. It is actually a nation wide T-Mobile policy that took place a year ago that you can return your devices that you exchanged for an upgrade at any store, even if it was done over the phone.When I was turned away, I called T-Mobile customer service and the representative informed me that they should take my devices. She then called the store and the employee told her that they didn't have the packages to do so and it was just easier to have the customer send it by mail.Clearly the convenience of the customer is out of the window. He was at least able to print off my shipping label so I didn't have to buy ink for my printer that I never use but I did have to buy boxes at the usps store to return the phones myself.I reached out to the store manager, Kailey Straub about this issue, who never replied even though I asked (very unprofessional of her). So now my next step is to reach out to the corporate office about this entire ordeal and let them know what's going on.This is infuriating and makes me not want to do business with T-Mobile in the future if it’s going to be this hard.Just know that you can return your trade in devices to ANY T-Mobile location.
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October 2023 by Aaron Jackson
Lied to about pricing. 10/1/23I went into this store to purchase 5G Home Internet for $50/mo with autopay set up. The store manager (blonde white lady) told me that it would be cheaper for me to add three of their SyncUp trackers because of a promotion they were running. She assured me multiple times that I would be spending less money per month if I accepted these SyncUp trackers. She explained how I would basically be paying $46/mo instead of $50/mo. I was wary about the offer because I could not understand how T-Mobile could just give me a product for free and somehow I would still pay less because of a promotion; as you pay for everything in the game of life. When I got my statement balance a few days later my bill increased nearly $60, not $46.Thats $14 more per month or $150/year she told me I would be billed for.Fast forward to today 10/5/23 I return to the store to return the SyncUp modules after talking to customer service on the phone all morning about my bill increase. The customer service rep PROMISED me that I would not have to pay for the restocking fee of $30 per device (I had 3 SyncUps so $90 total) When I arrived I waited in line for about 45 minutes just for them to tell me they could not accept my return without me paying the restock fee of $90 for the 3 modules. I then called customer service back who connected me to who I believe was a district manager, Gabby. Gabby asked to speak to a store manager after telling me that he was going to take care of the $90 restocking fee. I returned into the store where I explained to an employee, Courtney, that the representative on the phone would like to speak to a store manager. Courtney relays the information to the store manager (who is in the back of the store) at this point and I guess the store manager did not feel like talking to her boss. So Courtney comes back and plays role of the manager on duty and explains to Gabby that there is no way for me to return the modules without paying the restock fee. She then proceeds to take the conversion with Gabby into the back room (where the manager was hiding), finished up the phone call, and presumably hangs up on the district manager.The store manager finally comes from the back room, returns my phone to me, and tells me “Alright at this point we’re just credit your account for you so you can just do whatever you want with them (the SyncUps)”. She explains all of this to me in a condescending and uninterested manner. She handled the situation very unprofessionally.After I was able to finally return my SyncUp trackers, I asked her if she could write me out a quote to view my new monthly bill because she kept telling me that my bill would increase after returning the trackers. She was unable to do so and told me that she could only do it if I was a new customer, and also told me I would have to go through customer service. SOOOO, I went through customer service AGAIN and THEN they removed the trackers from my account, and assured me that my monthly bill would decrease with the removal of the trackers. Wow.0/5
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October 2023 by ZENIA JONES
You will over pay. I’ve filed a claim, waited 18m for a replacement… got a temp SIM card (twice) that never actives but were charged $50+ monthly. They will not waive nor credit account. But they will take your money and give you nothing while increasing your bill $150 randomly. NOT WORTH THE TROUBLE. 5-6hr phone call lead no where either. GET ON YOUR FEET AND LEAVE THIS SERVICE FOREVER FOR TOUR OWN GOOD!!!
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September 2023 by Grace Yu
The manager is a blonde white lady and she is extremely rude. She called my mother and I entitled. We came in earlier the same day and a black female employee told her coworker "BTS is here" because my mom and I were Korean.I came to preorder and a new employee was helping us (totally fine). They were asking questions and the manager kept being short and rude to them. There were about 4 people who walked out because the employees were taking so long to help people. We came at 6:40 and left at 8:15 and they helped 4 parties total.The employee explained it was their first time preordering the phone and I said ok. The employee asked many questions (as expected) to the manager. I said I'm here for 1 phone only and the manager kept pushing me to include other items. Talked about an iphone 14 bogo deal I didn't want. Told me three location trackers were free and came with the preorder and I just need to pay for tax. I said I don't need them and asked them to remove them. The manager told the employee that it all is free so the employee reiterated. I kept saying I do not want anything added to my cost. She assured me that it's all free and they removed the tax for me.When I was being told the monthly financing for the phone they said the total price would be $59/month which is $9 more than what my desired phone financing was. I asked them what the additional $9 is for and they told me it was for the location trackers. I asked them why it's an additional $9 per month when it's supposed to be for free and they then worked together to remove the cost. They took my card info to take the down payment and the phone was ordered. I just needed to sign now.As they were telling me to look at the contract, I saw emails from t mobile saying 3 additional lines were opened on our account. I asked them about it; they said it was for internet for the location trackers. They never mentioned any additional costs so I said ok.The contract terms that got emailed to me were completely different and $200+ more ($1400+) than the price they were showing me for 1.5 hours ($1200). The monthly payment said $55.25/month with a $99 down payment without tax included. We discussed $50/month with $99 down payment and tax paid separately. I asked multiple times why it was so different the employee kept asking the manager. The manager was in the backroom at this point and unwilling to help guide the new employee who needed it. The manager's response was "the contract just doesn't show the correct price, if you get charged more than $50/month you can contact us".I felt extremely uncomfortable because not only were all of the employees except for the new person not trying to work, but the manager was being so unavailable to her new employee and trying to push us to get the location trackers and other items. She was saying things like "they're free, no they're free" when they WERE NOT (more on that later). She said in a snarky tone "it's a $1000 phone, I would get a screen protector I would want that protected" as she was helping her customer. Even after I said I did not want one multiple times. And when I was asking questions and the new employee was trying to get confirmation to make sure of a few things, she would say "I just said that".I asked if my card was processed they told me no (it was) and I left without signing. As I was leaving with my mom the manager came out of the backroom and laughed with her other employee and said "and I call that Entitled". Entitled for what? For not wanting to get scammed?After we left I called TM Customer Care and they told me they were trying to charge us for all 3 trackers and the 3 lines would increase our monthly bill by $17. They told me it's good I never signed and cancelled it for me.Referring to korean people as BTS and trying to scam people by saying something is free is so ridiculous it's something out of a comedy.
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August 2023 by Liza Lafayette
The manger here Kailey is awesome! She helped me and my family get hooked up and saved us some money!! I would recommend her to all of my friends & family & anyone in Stafford!
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July 2023 by A R
The manager of this place,She is the worst manager I've ever seen.First she is not professional at all, if you don't agree with whatever offer she telling you trying to make you sign for something you don't want she gets angry and hide in the back room.she end up telling the guy to say we out of the stock of the phone I want.never go there and save your energy get everything online.
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July 2023 by Find Myself
Extremely unprofessional, rude and childish individuals (who know nothing about customer service) are working at this place. Wouldn’t recommend at all.
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May 2023 by Laura Douberly
There is no seating for customers in the entire store!!!!!! I'm not able to stand for long periods and if I sit on the floor I have difficulty standing with out help. Where should I shop for a new phone?
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May 2023 by Peri Duncan
I was having issues with my new account, and they were very helpful and friendly.
