This is the Dulles locations. My phone had hundreds of Google autofill website recommended sites. I tried everything to delete this uneccesary websites. The young gal at t mobile was able to delete all and turn off autofill so no more websites appear. read more

One employee from 10-11. The employee talks too much. Not efficient. Two customers have already left. Get more help or talk less!

I came in here on two separate days back to back to upgrade my phone. On the first day, I tried but was unsuccesful. The sales rep, Aadya, did everything she could to try and upgrade my phone but since I'm originally a Sprint customer, it appeared that it wasn't working correctly (I had not yet been migrated over). Aadya was nothing short of amazing and you could really tell she wanted to help me out. She even felt bad when it didn't work out. Long story short, I upgraded online, but had to cancel a day later due to the inevitable migration over from Sprint to T-Mobile. The very next day, i came back and Aadya helped me out again. This time, she was easily able to migrate me over to T-Mobile and upgrade my phone all in the same go. Best part about it, she was QUICK. Aadya definitely knows what she's doing and this will be my go-to store from now on. Such a great experience. read more

Incredible store, very helpful and patient staff. I loved working with Jackie, Asma, and Mike

DO NOT GO HERE!! I recently traded in phones for my family and this location gave us so much trouble... they kept messing up and feeding us misinformation. We went to 2 other stores and they told us this store is third party and does not operate the same as other t-mobile stores. They don't know what they're doing here. read more

Needing to cut cost, I went on and looked at options other than Verizon because they're cost are too much. I switched over to Mint Mobile which I found out is T-Mobile. I cannot receive SMS texts. I work for a company and the only way for me to get on my company computer is to get my code sent to my personal telephone number through an SMS text. I was on the phone for 4 hours today and they were not able to resolve it. I asked him to escalate the case. They told me they had to wait for T-Mobile and that it could take up to 48 hours. I'm sorry but my job does not wait for 48 hours for me to do my job. My IT at my company was unable to resolve because my SMS text were blocked through Mint mobile. Frustrating when nobody from the carrier can actually resolve an issue. I guess I'll be switching carriers again. Continuing to search for a affordable and reliable carrier. read more

Be careful going into this location! I switched from AT&T to TMobile after 15 years and it was the biggest mistake of my life. Originally the ladies were very helpful, nice, joking around, my fiance and I were very happy. There was a BoGo buy one get one free. I did not want to take part as I did not need the phone, but the ladies convinced me to get it, pay for it for 2 months, and then I would get a credit to pay the phone off. Through 6 phone calls to TMobile and 4-5 months later this issue is now resolved and they have completely removed that 2nd phone from my account. Total nightmare and completely not worth the unlimited data. Just be careful what they tell you! read more

Anthony is the best and is great! Helped my family switch from at&t 2 months ago and we are loving our service and especially the free Netflix. The staff is amazing and always tries their best to give customers the best deal and the proper solutions! Nuff said!! read more

Okay, so this is a long review but to show how amazing the General Manager John is here at this location and his staff including Shahbaz I felt compelled to write everything. I want to tell the whole story and explain how John and his team at this franchised location went over and above any expectation I could have imagined to help. They essentially corrected a situation T-Mobile corporate (after 7 calls and countless hours) was truly incompetent in fixing for us. T-Mobile lied to us many times as evident by the recorded calls and made arraignments to exchange our defective phones after fighting me for the longest time. I demanded the supervisor Orian at the Richmond center listen to the recording history weeks ago when this issue began. I wanted her to see how this was none of my fault but due to many things left unexplained or explained wrong in this process we ended up where we were. Once she did in fact listen to these calls she understood after all the 5 calls prior and being calm why I was so upset and began trying to come to a resolution for this situation. This said once the defective phones were exchanged by utilizing another Jump on demand the new phones came despite being shipped the same day on different arrival days. Then as we had to return them in store when we went to return the defective ones in store this past Sunday which said they close at 6 when we arrived at 5:15 ish at this location it was closed. We then attempted to do the in store return here again yesterday and there was an issue with a pin needed to reset the device. My husband returned home which lead to another call from me into T-Mobile corporate. During this call T-Mobile was explaining there was nothing they could do. We would be on the hook to pay off the full value of the defective phones and the new phones. Corporate also stated many different versions of what date the 14 days began. I than demanded a supervisor after the first rep yelled at me. Once on the line with the supervisor he continued to run in circles and state different days (referring to the 14 day controversy) but essentially continued the statement of it was past the 14 day period. I then demanded he put Orian on the phone which he refused many times. Finally, after another 10 minute hold he put her on the phone. However, at this point I've been on my call with now 3 different reps and approaching the one hour mark. I was livid. We were again told it was 14 days from receipt of the old device, then I was told 14 days from receipt of the new devices, then we were told they 14 days from when the order was placed meaning at no point did anyone know the exact day at T-Mobile corporate. Yet, corporate was attempting to tell us we owed the full value of both these defective devices (over 1400.00) even though mine was day 15 and my husbands was day 12. Keep in mind, due to the order going through corporate channels to this day I do not know when the orders were placed due to all the approvals needed. My husband and my phones were also shipped the same day yet as explained earlier mine arrived on Monday and his the following Thursday. To me this abstract 14 days is now an issue and no one at T-Mobile corporate was being held accountable just continued this run around. We were again at Johns' store Sunday 5:15 and the google listing shows they close at 6. This said we couldn't return the phones in the 14 days. After a bit longer speaking to Orian at the supervisor level in the Richmond call center who is a supervisor she said we needed to speak to the store manager and recommended we go to the same store again we tried twice before. -HERE IS WHERE JOHN AND HIS TEAM COME IN- I then called back around 2-3 ish to the ashburn store my husband was at earlier and the prior day and asked for the store manager. It happened John picked up the phone. After I think he could tell I was frustrated with corporate and explaining they should have fixed this he explained it'd take longer in store but to come back and he'd make it right. My husband then headed back. Yes, it took awhile but John and his team were so helpful and fixed this now 1 month plus issues I've been having involving 6 phones and T-Mobile corporate making excuses at every turn. John was able to in an hour or less handle and resolve the whole issue like a true Manager and professional. I highly recommend going to him and his team for any issues as I came to understand from my husband this isn't the first mess John and his team have cleaned up. You were all a true pleasure in a most upsetting and unfortunate experience with your corporate center. Keep up the amazing job of actually putting your customers first. I will never go to another T-Mobile location or call corporate after seeing how amazingly equipped to handle everything Ashburn T-Mobile (which is privately owned) is. read more

Bull shit customer service. Just because we asked the break down of charges that they were charging ( sim and activation services ) the manager Zameera or whatever her name was she got so pissed and started asking me where the accessories were ( my daughter put some phone cases down ) acting like we stole it! On top of spending 2 hrs long process they made because of non serious attitudes, they messed up 2 of phone numbers that we had to go back and get it fixed! Poor customer service, and lot of inconvenience and non serious employees Never going to the store again! read more

This is a Great T-Mobile store. John, the manager, is 100% knowledgeable and very patient. I received the best customer service I've experienced in a long time! I am thrilled with the products I purchased. I used to go to the Reston store where there was always a wait and no one seemed to really understand the difference between all the available products and services. Go to this Ashburn store!! You will walk out with exactly what you need!! read more

I wanted to share my experience with T-Mobile. I visited the store in Ashburn, VA on 12/1/19 to switch my account I had with Verizon for close to 20 years with T-Mobile. T-Mobile was running a Black Friday promotion on iPhones and my wife and daughter wanted new phones for Christmas. My daughter had a iPhone 6s, which was going to be traded in for an iPhone 11. My wife had an iPhone 6, which was only eligible to be traded in for an iPhone 8. The store rep, Anthony, ordered the phones and had them shipped out. We setup a military business account, ordered the phones, ported over our numbers, and just needed to wait for the new phones. Once we left the store I started receiving welcome emails from T-Mobile. I logged into the new account and noticed my account wasn't setup as the primary account holder. I called support to have this fixed and was on the phone with support for about an hour. Seems like this would be a simple fix in a computer system that should only take a few minutes, but I was transferred a couple times in order to get someone that could fix it. The rep said it could take up to 24 hours to take in the system, but everything should be all set. It never went through. On 12/3/19 the new iPhones arrived. We went to the store to have the new phones activated and trade in the old phones. I asked the ladies working at the store about the primary account holder, they checked, made a few changes, and said I should be all set. They activated the new phones and said we would need to call customer service to get shipping labels and mail the old phones out ourselves. I mailed the old phones out a few days later. I also checked to see if I was listed as the primary account holder yet and I was not. On 12/19/19 I receive notification that the iPhone 6 had been received and a $13 credit was added to the account. Far cry from the cost of the $500 iPhone 8. I logged into my account to see if I can get additional details, but since I was not listed yet as the primary account holder I could not see anything. On 12/20/19 I called customer service again to get this resolved. I was switched around a couple times again and a gentlemen was able to add me as the primary account holder. Once I logged into the account I saw that they reversed the trade in's. They showed the iPhone 6s being traded in for the iPhone 8 and the iPhone 6 being traded in for the iPhone 11, which made the promotions invalid. After spending an hour on the phone with customer care they said the best thing to do would be go to the store and have the store fix the issue. The rep called the store and told them what happened and let them know I was on my way. When I arrived at the store the manager told me they would take care of it and give me a call later that afternoon once everything was resolved. The store called later that afternoon and said that they are not able to fix the issue yet, but will give me a call back shortly once it was resolved. They never called back, so I decided to go into the store to find out what was going on. The store rep, Anthony, that setup the account was there and admitted he made a mistake when putting the phones in the system and accidental reversed the phones. He said he didn't have any luck with customer service. The manager suggested he call promotions, so he did. We were on the phone with promotions for almost 3 hours trying to get this resolved. Promotions said it would be difficult to fix. At this point I said just cancel the account and gave them the new iPhones back. They said T-Mobile would be unable to send our old phones back to us. The store general manager offered to give us a one time credit of $450 on the iPhone 11. I said only if I can pay cash for the remaining balance and not be locked into a 2 year finance contract. They said that was not possible, so I told them to cancel the account. The store made a mistake entering in the information when the account was setup. I had no access as the primary account holder to look at the account, and they reversed the phones, making the promotions invalid. To top it off, now I can't even get my old phones back. I'll be porting my numbers back over to Verizon today and go through the cancellation process with T-Mobile once the numbers are ported back to Verizon. Now since I don't have my old phones to trade into Verizon, more than likely I will pay full price for new phones and not be eligible for any trade in promotions. It's yet to be seen whether T-Mobile is going to be a problem with canceling the account and not having to pay any more money. T-Mobile brags about customer service and brags about what they do for military veterans. While being pleasant is a part of great customer services, resolving issues in a timely manner is more important. This has been one of the worst customer service experiences I have ever had. Just really bad business. As a veteran and business owner I am so disappointed. read more

Love the service this store provide to me. Eventhough the store was packed and busy with people they were trying their best to accommodate everyone and multitask with different issues all around. read more

Terrible experience with this store. Went in a while ago to add second line to my account. When they're done, I asked what will be a new monthly amount. That person said: $155/month. I was like: why is it so expensive? Then he said (started to lie to me or did not know the real reason) uhm, it should be $125-$130, the system will update later. I left with my doubt. I went home, called Tmobile, they told me to wait for new bill cycle to make sure, if it still shows $155 then I should call them again. After 3 weeks, and got a new bill cycle, the bill still shows $155. I called Tmobile again, now they said I added a separate line under same account. So I would pay as if I have 2 single lines. instead of 2 lines under same family plan. Why would I add separate plan for second line and pay much more? I'm not that stupid. The guy in the store totally had no clue how to add a line in a plan. I asked tmobile to combine 2 lines under a same plan and will check if my bill gets updated later. To be continued.... read more