August 14, 2025…read more To Whom It May Concern: My name is Ms. Aurielle Thomas and I am a customer at T-Mobile. I have been a loyal customer for over 5 plus years. I wanted to continue service with you all and was interested in even seeing if my boss (C-Suite Executives and VPs) would be interested in creating a corporate account with you all or even enrolling in some services with you all. However, this is not something that I will be recommending and I will be switching carriers. On August 8, 2025 I went into your store in Austell, GA. Their address is 1757 East-West Connector Suite 480, Austell, GA 30106. I spoke with representative Paulette who was rushing me when I asked for assistance with upgrading my phone and purchasing AirPods. I had just paid my bill of 208 the week before and my current phone bill of 181 was not yet due. I wanted a new phone and AirPods as an early graduation gift to myself as I am set to walk for my Masters degree commencement ceremony this weekend. Long story short, when I attempted to upgrade my phone through the T-Life app and via website I received an error message. I asked the young lady (while she was standing by me and saw the error messages) that I did not want to be double charged. She reassured me that I would not be charged multiple times and to go home and try to do my upgrade again. I went home and DID NOT do as advised because as I suspected I was charged double along with several overdraft fees through my bank for a total of 199.60 not including the fees. I then went back to the store at the Austell location on 08/10/2025 and spoke with the manager and with a representative in the store to see if I could at least get my iPhone and air Pods since I was charged twice and was told no because they could not see the charge or order number even though the funds had been taken out of my bank account. The manager and the representative said that I would have to pay a third time in order to upgrade my phone. They were insensitive and very dismissive of what I had experienced. As a result, my account is in the negative, and I never received my phone or my AirPods. I am still waiting on funds to be credited back to my account. I am HIGHLY UPSET and DISSATISFIED with how I was treated in store and via phone. While calling back over the course of the past 2-3 days to receive updates I have keep receiving the run around. I have been promised by several reps that an internal investigation will be conducted and I would receive a call back and I have yet to receive a call from anyone. The phone staff kept cutting me off and being very dismissive of my concerns. When I went to another store in East Cobb, GA on yesterday their address is 4363 Roswell Rd, Marietta, GA 30062. They told me that they could not do anything either. They advised that I would have to wait as well. I spoke with the representative Quin in that store. I also, spoke with your Executive Representative via phone on August 14,2025 (today) named Jamie, who advised me that it may take up to 10 business days for the charge to resolve itself. He was very kind and understanding but could not fix this issue as internally due to the system being down but was finally able to add these details to the notes. He would have resolved this for me but he could not because he cannot internally see the charges even though it is clearly processing still on my bank account. I need someone to fix this like now!!!! I have screenshots to support this error messages and my bank account standing status as well. As stated before when the funds are returned to my account I will be leaving T-Mobile and upgrading elsewhere. Please do not get services with them. I will not be referring them corporately and I hope and pray no one ever has to go through what I am currently going through. Empathy, kindness, and respect as well as servitude towards the general public are extremely important when offering services to the general public, executives, managers, etc. It sounds like the entire team needs to be retrained and someone needs to have PIP review in my professional opinion. The next step will be leaving a review with the Better Business Bureau!!!

I had a horrible experience with a representative at the store. Very unenthusiastic greeting. Like…read morea "what you want type greeting". The type of service that will tell you what they can't do for you rather than what can do for you. I don't recommend sales reps that make it seem like doing business with them is an inconvenience to them.

this is one of the best customer service experiences I have ever had!!!!…read moreDeon and Luis were so patient and knowledgeable they made the phone buying experience Amazing thank you fellas

Do not buy here, they will charge you double the phone price they are scammers. I tried to buy a…read morephone that costs $150 and they wanted to charge me $600 t buy this phone.

Absolutely incompetent! Took my iPad in for a battery. When they returned it, the battery was worse…read morethan before and both my rear facing camera and microphone were not functioning. I took it back for another battery and repair of what they broke. Received the iPad back in two days, and not only was the "new" battery even worse (completely dead within hours with no use), they stated that they could not fix the rear facing camera, but they refused to pay any toward a replacement. I'm now out $1000 for a replacement iPad. Stay away from this place!

I had work done on my two iPhones at the Cumberland Mall location earlier today, September 23,…read more2025. Rey worked on one, and then the power button stopped working. He insisted they don't go near the button when fixing the screen or battery, but the button worked just hours earlier when I decided to bring my phone in. While he was troubleshooting the button, he pulled out a rubber seal with some tweezers, and then told me that I could come back in one week when he worked again, after he has a chance to order the needed part, and he will fix the button without charge. I'll update my review if the promised work is performed in one week on September 30, 2025. Also, iPhone batteries ship at around 50% charged no matter who you buy them from because its the most stable charge state for a battery and therefore the safest to ship, but the battery he installed on the phone powered on at 5%, which would never happen with a new battery. I think only one of the two phones he worked on received a new battery, and he thought he would save some money with the second battery. After I charged the phone to 100% and played around with the new screen, the home button is also now not working. Sometimes I have to press it three or four times to get the screen to turn on, sometimes it does not work at all. Both the home button and power button worked perfectly prior to taking it in to the shop. Update: On September 24, 2025 I called in the morning to speak with a different employee and to confirm the power button part had been ordered. I spoke with Mavis who said that the part is ordered and they will fix the button on Tuesday Sept 30, but she tried to explain the battery away as a "new battery that had just drained its battery while sitting in inventory". I think this is a sketchy explanation. Update: On September 30, 2025 I came in and they fixed the broken power button. I did not bring up replacing the battery because I just didn't want to complicate the matter. Between Sept 24th and Sept 30th, the home button had started to work properly so I think it just needed to work its way into proper place, but the home button has been a little iffy since Sept 30th. I am hoping that the home button starts functioning normally again within the week.

Customer service - dead on!!!!!! A manager that multi tasks…read moreand works FOR the customer

Miranda was amazing! I called ahead of time inquiring about a phone and she let me know everything…read moreI needed to know about it. When I arrived, she was as friendly in person as she was over the phone. Personable, friendly, and quick to offer solutions. If you live in this area, I'd recommend this location for your electronic needs. Great work!

This place is awesome 3rd repair and each time I was happy! Repaired 3 iPhones, iPad and the prices…read moreare the best I've found! The staff is cool and helpful. Gave me advice about unlocking iPad and resulted in no cost at all. I suggest for anyone in the Cobb area.

This is the worst provider I have ever dealt with. I went with my son who was leaving for the US…read moreNavy earlier this year to have the new phone he purchased from boost activated on our existing account using the same phone number. The lady there assured me she was activating the new phone on the existing account. SHE LIED. When my bank tried to fix the overcharges after 8 months, they shut off his phone and refuse to reactivate it even though we paid double for 8 months. The female who did this even took his phone and followed her own YouTube account at the same time. I was on the phone with boost for over two hours today and even though they admit I paid two bills, they refuse to activate his phone. This is their fault and NO ONE SHOULD EVER GO TO THIS STORE. But wait it gets worse... If you go there and try and buy a sim card which Boost says costs $9.99, they try and charge you $50.00. We had to get Boost on a call with them to tell them they are contracted to charge $9.99 for a sim card. So now my son who is in the US Navy in South Carolina has no phone because they wouldn't even give me their name on the call to customer service. This is a dirty business and no one should trust them.