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February 2024 by Fran Pad
Really bad service! Don’t use this location They always want to give you tablets “free” and new lines that you don’t need , THIEVES !!
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February 2024 by Joseph
DO NOT USE THIS LOCATION!!!!!! I went in to purchase an I-Phone and clearly stated this to "Edgar" the associate initially assisting me that all I wanted to do was to switch an Android phone on a current phone line to an I-Phone. Edgar was attentive at first and got on a tablet to what I assumed was to process my request. After about 20 minutes of nothing happening, I noticed the manager who was named "J" or "Jerry" come over and he too started looking at the tablet at which I point I asked what was taking so long to just get an I-Phone. The manager stated that they were trying to find a plan for the "new line" that would work for me for them to be able to add the I-Phone. I was confused and told him that I was there to only buy the phone and I was not there to add any service or another phone line since I was using the phone for an already existing line. The manager told me that they aren't allowed to sell "just phones" to which I told him that this wasn't true because this same location had just done this exact thing for me in December when I purchased an I-Phone for my daughter's birthday. At this point he raised his voice at me saying that there was no way that was done and that the only way they could get me an I-Phone was by "adding" a new line to my account which would allow me to "finance" the phone. I asked him why he was raising his voice at me aggressively and he stated it was because "I wasn't listening to him trying to explain to me what I had to do to get the phone". At this point my wife which was with me listening stated to him that "you never explained this or said that to us" and he yelled at her "I already said that 7 times to him" which he had not done once. I asked him for his District Manager point of contact and he stated to me that he didn't have any contact information for his manager. I asked him how it was possible for he and his manager to communicate if he didn't have an email or phone number available. At this point he said that he wanted me to leave or he was going to call the police on me and went to a backroom and never came back out. It seems to me this location was only helpful to me when they believed I was going to be adding a new service or line to my account but once I stated that I was not going to do that the manager became very unhelpful and instead became hostile towards me. Extremely unprofessional attitude and behavior by this locations manager. I will never be returning to this location and will encourage everyone I know to do the same. By the way I was able to get an I-Phone purchased without any new services or phone line 2 hours later with no issues at a different location.
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February 2024 by Deborah Jackson
I went into this store to buy a new iphone for my husband on November 1, 2023. I have been a T Mobile customer for approximately 20 years between using them for my business, and then once I sold that, for my personal use. I have always received good service until I went into this store.They sold me the phone at full price (which I agreed to), got me to switch to their Internet service (which I am happy with) and then tried to give me two tablets for "free" with "free" sim cards. I told them I did not need any tablets and the sales representative kept telling me that both the tablets and sim cards were free. I gave back one tablet and a sim card, and despite my misgivings, as it did not make sense, walked out with the free tablet. I have never used it or the sim card in it. Then I received my bill and was charged $25 per month for the "free" tablet. I was also not credited for the sim card I returned. The internet was not the amount I was told I would be charged ($45 instead of $40).Tmobile support said I needed to drive back to the store to get it sorted out there when I called them about the bill and take the tablet back to them.I took the handwritten notes with me that clearly said I had paid for the phone at full retail and that the tablet was free. I showed them the bill showing the $25 charge. They kept saying it was free even though there was a charge and that Tmobile just broke it down that way ?????. They would not take the tablet or sim card back. It was a case of "Do you believe your eyes and the math or them". Three of the sales reps ganged up on me saying that the bill was correct and said that I needed to come back to see the manager on another day to resolve this. It takes me an hour or more each way to get to the store. I had the feeling that this is something they are doing to many customers. Pushing a product on them and telling them it is free and then they get the bill.Going back to see the manager, I feel will end up with the same result. I called Tmobile customer support again today and had them cancel the unused sim lines and the one for the tablet. I am now stuck paying for the tablet for 22 months at $8.34 per month, and cannot return it, but it is at least better than the $25 per month charge along with the charge for the sim card I returned. Don't use this store. To add insult to injury, one of the salesmen who ganged up on me, said that since he did not make the original sale to me, could I give him a good review! I was speechless, to say the least.Customer support at Tmobile on the phone today was great, as they usually are, from my prior experience with them. They explained everything clearly and told me what my options were. I hate to think how much more I would have been charged had I taken the second tablet that was also "free". Don't trust them at this location. There are other Tmobile stores nearby in Burlington. I have not used them, but hope they are less likely to mislead customers.See the attached notes from the Tmobile rep in the store where it clearly says the tablets are free.
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January 2024 by Deborah J.
I went into this store to buy a new iphone for my husband on November 1, 2023. I have been a T Mobile customer for approximately 20 years between using them for my business, and then once I sold that, for my personal use. I have always received good service until I went into this store. They sold me the phone at full price (which I agreed to), got me to switch to their Internet service (which I am happy with) and then tried to give me two tablets for "free" with "free" sim cards. I told them I did not need any tablets and the sales representative kept telling me that both the tablets and sim cards were free. I gave back one tablet and a sim card, and despite my misgivings, as it did not make sense, walked out with the free tablet. I have never used it or the sim card in it. Then I received my bill and was charged $25 per month for the "free" tablet. I was also not credited for the sim card I returned. The internet was not the amount I was told I would be charged ($45 instead of $40). Tmobile support said I needed to drive back to the store to get it sorted out there when I called them about the bill . I took the handwritten notes with me that clearly said I had paid for the phone at full retail and that the tablet was free. I showed them the bill showing the $25 charge. They kept saying it was free even though there was a charge and that Tmobile just broke it down that way ?????. It was a case of "Do you believe your eyes and the math or them". Three of the sales reps ganged up on me saying that the bill was correct and said that I needed to come back to see the manager on another day to resolve this. It takes me an hour or more each way to get to the store. I had the feeling that this is something they are doing to many customers. Pushing a product on them and telling them it is free and then they get the bill. Going back to see the manager, I feel will end up with the same result. I called Tmobile customer support again today and had them cancel the unused sim lines and the one for the tablet. I am now stuck paying for the tablet for 22 months at $8.34 per month, and cannot return it, but it is at least better than the $25 per month charge along with the charge for the sim card I returned. Don't use this store. To add insult to injury, one of the salesmen who ganged up on me, said that since he did not make the original sale to me, could I give him a good review! I was speechless, to say the least. Customer support at Tmobile on the phone today was great, as they usually are, from my prior experience with them. They explained everything clearly and told me what my options were. I hate to think how much more I would have been charged had I taken the second tablet that was also "free". Don't trust them at this location. There are other Tmobile stores nearby in Burlington. I have not used them, but hope they are less likely to mislead customers. See the attached notes from the Tmobile rep in the store where it clearly says the tablets are free.
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January 2024 by Matyson Frazier
Charles at T-Mobile was a huge help to me today. After days of struggling to get the answers I needed, he was swift to resolve my issues and very articulate during the whole process. Would highly recommend visiting this location if you need any help!
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December 2023 by Richard D.
Salesman misrepresented their bundle offer. Possibly on purpose to get the sale. Couldn't explain details. We went back and the manager was very difficult to deal with.
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December 2023 by Ryan “Yontzee” Yontz
Friendly for a deal, but sleazy when needing help. Plan promised was incorrect and manipulated to get a sale. Was trying to migrate to the military plan due to the changing in plans however, plan was not a military plan and had to pay more in the end. Manager, Jerry, was unwilling to assist even though T-mobile customer service said it was in their capability of assisting. Almost made me drop using T-Mobile after a total of 18 years with the provider but thanks to online customer service, we’re sticking with T-Mobile for now. There are good representatives at this location but anyone with managerial authority are rude and difficult to work with. @T-Mobile, I would recommend reviewing this location’s effectiveness. Do not recommend this store, go to the Burlington location.
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November 2023 by Melissa Pearson
Slow service time and not very pleased with the T Mobile corporate voluntold plan changes. This was an amazing service store but now just mediocre and surprising (rap with some rather vulgar content) as ambiance music.
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October 2023 by Shelley P.
We switched from Verizon to t mobile. T-Mobile had a promotion to pay off my iPhone 13 for up to $800 (I owed $600). All I had to do was bring in my next Verizon bill with amount owing. Did that. Not good enough. This started a protracted back and forth trying to get the info to them. They always wanted one more thing which we could no longer get from Verizon. We got messages of didn't receive mailbox full. Bill too blurred to see. On and on it went until it was clear they flat out weren't going to pay. DONT FALL FOR IT
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September 2023 by Dry Vov
Absolutely gorgeous service from Charles Williams. Professional, fast, respectful. Strongly recommend.
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September 2023 by Marie-Claire Dole
Friendly, knowledgeable and helpful is what you can expect from the staff at T-Mobile. I really appreciated the service I received there and the patient explanations of what I needed to know!
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August 2023 by Donald Morrison
Jerry at t-mobile has been mostHelpful regarding our problem withVerizon. His patience and knowledge is to be commended.
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July 2023 by Rachael Stanley
I went there for a question about my phone, not T-Mobile related. The manager (Jerry?) was VERY rude but they fixed it, which was wonderful, but they followed with selling me a program they lied about and equipment I don't need. Their said no big deal, if you don't like it, you can cancel, which was only partially true. After calling T-Mobile (not the store), I was told they would cancel what they could but I'd have to take my equipment to the store. They were SO rude, I'll keep it and pay, which I'm sure is just as intended.
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July 2023 by Lynda Courtney
Ryker was very pleasant and helped me a lot. Very much a customer service person. He was very personable and has been here for all of my questions even after I left. All the employees in this store have been great.
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May 2023 by John Manso
I wouldn't send my worst enemy to this location. Lack of professionalism and respect to customers. Been helping an elderly friend who was signed up for 2 modems (2!) to try to fix her scratchy phone issue in her home. Did not work, units were returned 11 days later. They did not turn off the service. We're now 6 months out, multiple calls to Tmobile, collection calls coming in, letters to corporate etc and over $500 in charges so far. Contacted atty today to discuss issue. Could have easily been so simple of transaction if they had done their job.
