Absolutely horrible connection here in the Phoenix area. My connection here went from 5 G to LTE to SOS . Lost connection continuously. I called T Mobile and found out why. The technical center of T Mobile told me this area ( Phoenix Valley) is a challenging area. Which means they cannot provide connectivity at a continuous rate. They have 3 towers and one tower has been down for 3 months I found out from a T Mobile Tech. I can't believe the TV add for T Mobile, best connection of anyone " That Is A Out Right Lie" . If you are looking for a reliable carrier Don't get T Mobile. read more

Goodbye to ATT after 20 years of service! This store has reverted to Shady business practices to lock you into an overpriced account and phone line. Quoted $55 a month by their store sales staff, only to charge $147 once the bill comes in. The billing department will not help to correct the issue either sending you back to the store and in circles. Save yourself the headache and go to T-MOBILE. The price your quoted is correct and honest! read more

Worst experience in my entire life as a customer, says a lot considering I'm from Arkansas originally. I do not recommend. VERIZON and ATT offer good good money for a swap. My phone bill will now be a $180 cheaper for all of the same devices on a new service. read more

Wish I would have checked reviews first. Not gonna lie, at first it seemed to be a great experience. However, the reason we left Verizon is because sure the reps would always lie to make a sale. Unfortunately T-mobile did the same thing. We were given gift cards that we were told could be used to pay off our device plans from Verizon. They gave us 4 T-Mobil gift cards and only 2 visa ones we could use to pay Verizon. The issue here is if we don't pay Verizon quick enough, then Verizon dings our credit. So the $400 to T-Mobile does is 0 good. I just had to spend over 3 hours between me and my husband on the phone with T-mobile to find a way around it. Completely scammy of t-mobile. I will now be leaving them as soon as we can because I draw the line at lying to customers to get a sale. Completely disgusted by it. Especially in this economy $400 is a LOT of money! Of T-Mobile is interested in who lied to us, they can look up who signed us up and lied. Hopefully they will work harder to be a respectable business. read more

Very informative and helpful. Great products available. Location easy to access in or out.

The wait time here is HORRIBLE. Expect to wait HOURS to get serviced. Staff is friendly but there needs to be more of them. I've been waiting going on 2 hours and still in a queue behind 4 others. They also don't put you in their queue without you asking to be! Additionally, despite this ungodly wait, customers take an inordinate amount of time figuring out what they want which should be handled before they get called on. Then there's the ones that need a sales person to show them where the screen protectors are and discuss that for a half hour! . It's a small store. They're right there! Please t mobile - get more staff. This is horrible! read more

I have such a love/hate relationship with T-Mobile and my recent experience at this store only perpetuated that. I ordered my new phone online after calling this T-Mobile store and others in the area and learning they were pretty much all sold out of iPhone 13 Pro models. My new phone came quickly in the mail, however, without any direction on how to set it up or how to trade in my existing iPhone 11. That day, I brought my 13 Pro and my 11 to this store in hopes of getting some assistance with trading my 11 and setting up my 13 Pro. Well, I kind of got what I needed. They set up my 13 Pro and printed off a shipping label and told me to take my 11 to the UPS Store to finish the job. What a pain, especially around the holidays. read more

We visited the T-Mobile store in Prasada near Walmart. We were helped by Emmanuel. He is the most helpful, Most knowledgeable regarding All aspects of his store. He is Extremely pleasant (to all customers, young and old). He solves all issues in an instant with a kind demeanor and Great personality. Emmanuel is a Rock Star for T-Mobile. read more

I just had the best experience at the T-Mobile store off of Bell in Grand. David, greeted me with a warm welcome, and I explain to him that I was trying to return my 5G box. I had just been turned away from another store over on Litchfield and Widell. They told me that they could not help me. This was after they first told me I needed to have the original box that it came in. I found the box went back to the store and then they told me that they could not help me so I went to David store davit immediately sat me down at a table and said I'd be more than happy to help you today! David was absolutely amazing, professional kind and friendly and I wish more people gave the kind of customer service that David provided me with today. The store over on Waddell and Litchfield could use help from David. Maybe David can go over there and retrain them, and teach them about courtesy and respect. read more

Worst experience they added 2 lines without my approval. when I got my bill I ask them about it they said I'll call you back. NEVER CALLED BACK . Then refused to terminate the lines. they are so focus on sales and not the customer experience. Manager Marcus should be fired for code of conduct as well as refusing to allow me to speak to his boss. read more

Great service!!!! Thomas helped us out so much! Took his time to explain and find our best option for upgrading. Definitely coming back to this location. Super friendly! read more

Gigi Smith was outstanding! True professional, fun to work with. Great service!

I stopped in to purchase some accessories. It took nearly 40 minutes - three employees were busy with customers and one employee wandered in and out of the store, taking personal calls. Although the company is owned by Deutsche Telekom, you won't find German efficiency there. I give the place 1.5 stars. read more

I brought my father in to add to my account. He has had a jitter bug for years. We got all activated and out the door in a timely manner.

Every time I come to this location I end up waiting for at least 30 mins. For the smallest thing. Customer service seems incapable of multitasking. read more

Went in today with my son for a phone upgrade for my husband. Frank was our sales person and he was very nice and knowledgeable. He helped us and found us a great deal. Our transaction was smooth and fast. Last January, my son and I also was in this store to upgrade our phones and apple watches. Hua (I think that's how his name is spelled), helped us. He too was great! I will never go anywhere for my phone issues. They are the best at this store. Thank you, Frank and Hua!!! Keep up the great work!!! read more

I wanted to write a great review. After leaving the store yesterday, I felt good about the service (Cynthia) . I was nervous since I switched from Verizon to T-Mobile. I thought everything was set when I left the store. Fast forward two hours after leaving the store and I was not receiving phone calls, texts. I called the store and they said everything appeared ok with porting over my number. They recommended I call customer care so I did. After waiting 1.5 hours for a call back from customer care, she again said it appeared the number was ported over because I was now receiving phone calls with that number. Well I set everything up on my phone with my apps etc. and the next day, I was receiving phone calls and I-messages so I seemed to fine. Then I sent some texts to a friend that uses an Android phone and did not receive any response. Called him and he said he received my text but I was not receiving his texts. I called Verizon to verify that my phone number was ported over and that they had been contacted and my account closed. Guess what, according to Verizon my phone was not ported over so now I have to call T-Mobil again. I have waiting two hours now for a call back. I am not even sure that is the issue with receiving sms texts from non T-Mobile carriers but I am assuming that is the issue. I tested SMS texts to/from a another T-Mobile account and received those fine so only non T-Mobile carriers. Hoping the issue is just that they did not properly port over my number. This is very frustrating. read more

This T-Mobile store is full of managers and employees that lie and scam every customer that walks in the door. They will tell you lies and will not tell you the truth but you'll find out when you get your bill. This store and their management has a shameful lack of integrity in their business dealings with the public. BUYER BEWARE!!! The police had to come to remove a customer that had come back in after finding out he was lied to and received his bill. He was rightfully pissed off and these punk kids don't think anything of ripping off the retired folks in our community. read more

terrible store. the substitute manager is belligerent and advasarial. she will do all possible to demena you and is particularly offensive to this 77 year old gentleman stay away read more

I've been sold. I was told that in order to get a promotion Tmobile was running I had to purchase $100 worth of accessories all while being told that this promotion will lower my bill. Well, I got my bill today, it's higher than my old bill and imagine my utter shock when the customer service representative told me that 1) the promotion is not condusive on my purchasing of accessories 2) the promotion will not lower my bill. I was also surprised when I learned that this location is not operated by T-Mobile. Beware of this store, they use predatory sales techniques and are out to rip you off. Go to the Tmobile owned store a few miles away. To the operator: please stop using lies in order to get a sale. I will never step foot into your store again and will make sure all my friends, family, and clients never step foot into any store you operate read more

Literally worst location ever. I've had so many bad experiences at this location in the 2 years I've been coming here it's ridiculous. Shame on me for going back but it just happens to be 2 mins from my house. I've been a T-Mobile customer for over 6 years. Went in on Sunday to get my sisters iPhone upgraded as hers had been giving her issues for months. Went in first thing in the AM the guy who helped us was nice. Told him the issues she was having with her phone and that she needed an upgrade. She had already backed up all pics and contacts so it should have been an easy processes ... but no. We ended up having to go back 3 TIMES bc as soon as she would leave her phone would say "cannot connect to server" to make a long story short the dude never activated her SIM card. Are. You. Joking. Me. Such a waste of day and time! It's always super busy on Sundays & we had to wait around for hours for nothing! TRAIN YOUR EMPLOYEES! Something this simple shouldn't be overlooked! Looks like we'll be driving elsewhere to get our services from here on out. read more

Literally terrible communication and no service at all. Showed up 45 minutes before closing. Waiting around while they were helping other customers and 5 minutes before closing he asks me what I needed and then tells me "oh we're closing. We can help you tomorrow morning at 10". Thanks dude, you could've told me that 40 minutes ago. read more

horrible customer service. not helpful at all and only cares about getting every dime you have. t mobile in general is quite possibly the worst company to exist. had nothing but problems. uneducated employees on and off the phone. can't even do a simple request such as canceling a line without trying to charge you $500.00 for service that shouldn't even be on. all because when you say to cancel a line they just suspend it for 30 days before you call back and double check that you actually canceled it. nothing but lies and fraud. don't even deserve 1 star. read more

I signed up to T- mobile for the unlimited plan when it came out. Thinking it was the way to go because I have to use my phone for work. So I was ok with the cost of $75 a month to not have to worry about going over your data and have access to unlimited high speed. Lol what a joke I was so naïve ! Now they admit to tethering my account when it hits 32g. But in truth it slows down way before that. Like I said I use my phone for business so having my phone held back is very bad. So now I'm out shopping for a carrier that will be truthful but I know that's a joke. read more

This store went above and beyond when another store failed me. Josh and Maura were amazing and I couldn't be happier with their service!

Christopher and his supervisor were helpful. General feedback to T-Mobile, the process takes way too long.

Very worst experience, if there is option i would go to different location but definitely not to this...!!! I had gone to this loc multiple times, recently on 9th of December i went to upgrade my device.It is worst experience. read more

This business deliberately lied and misled me and my husband. I not only was misled but I heard many other customers deliberately lied to about a promotion on the iPhone 12. They claimed that by adding a line we would get special pricing that would only be required to add a second line for 90 days. I overheard them making the same offer to several customers that same day. We had to return to the store to have a technical problem addressed which they were unable to solve. While waiting, we heard them offer the same promotion to other customers the following day. This store and their management has a shameful lack of any integrity in their business dealings with the public. When I am caught with T-Mobile's customer service, I learned that T Mobile never offers a promotion like this. This store is a franchise store and not at corporate store. I am sure that many customers will be calling T Mobile to lodge a complaint. I can assure the store and their management will not be pleased when I arrive at their store at the busiest time to make a very vocal complaint. They are a menace to the public and at best have no business ethics. BUYERS BEWARE. ALWAYS DO BUSINESS WITH A COOPERATE STORE. read more

Really they don't deserve stars..... Bunch of millennials who waste time and try to rush you to get their sales but don't give you full details..... I work in customer service so I know what needs to be done to exceed customers expectations but clearly these people don't..... If you buy a phone and tell them you'll come back to get help on how to transfer information from 1 phone to another they say "of course come back" but when you do they forgot they told you that and then say you can do everything yourself..... Well if we had known that we wouldn't have drove back to ask...... Where's the customer service these days??? And then one might ask why big wigs take jobs away and give them to other countries instead.... Bunch of lazy employees read more

Went into the store to investigate changing over to T-Mobile yesterday. Both Chris and Jamie were great to work with. Both were very knowledgeable in the phones and network. They spent all the time needed to insure we were comfortable with phones, contract, etc. walked out with a little bit more than I planed, but happy with the results. I probably would have given them 5 Stars if the total time frame had been a little shorter. I do recommend stopping by and seeing what they have to offer. read more

Went in there at 2:30pm. Two customers, 4 staff. Looked at phones for 15 minutes. 2 staff were engaged in a conversation involving weekend plans. Never talked to me until I was leaving and said "oh, wasn't Scott helping you?". If I am spending a $1000 on an item, I want someone who is interested in their job/product. Terrible read more

Long term sprint customer came in to do an upgrade on my sons phone at 4:05 PM today. Was greeted and waited approximately 10 minutes as they were busy to speak to a representative. Got to the counter gave Christopher my information and said I needed to upgrade my sons phone to which I gave him my sons phone number as well as his name which do not resemble mine except for the last name and the numbers are completely different. He started working on it and hit a few glitches as I am a sprint customer becoming a T-Mobile customer now, after getting frustrated he brought another representative in who flailed around and wasted approximately two hours of my time trying to upgrade my line and not my sons line. In the process of this of course I got frustrated as you would think that these men were trained to do this job but effectively it was more along the lines of guesswork and the lack of professionalism was apparent Octavius Marx who I guess is the manager here never made one single appearance out from behind the green door who was on some mysterious conference call for almost 2 hours which I find as complete nonsense. As a career sales rep myself the very first thing I would do is get my manager involved as there was a problem that needed his or her attention and this person if they even existed chose not to come out and confront the problem but hide behind their door and not talk to me as a customer, a ten-year customer with Sprint who is rethinking T-Mobile as his provider. Come to find out they had been trying to upgrade my phone number instead of my sons as multiple amounts of mistakes had been made by all of the people who touched my deal and had not found the problem but thanks to someone on the phone somehow it got corrected and we got my sons phone after two hours. Again no appearance by the manager which to me as a professional sales person is the single most discourteous ignorant thing you can ever do to a customer, Is not attend to the problem at hand and find a solution. I think that if this person Octavius marks does exist he should go back to learn how to be a manager and may need some new manager training as I didn't see one iota of managerial ability being exhibited by anyone in the store. They spent multiple times checking their own phones in the middle of working with customers which again you don't do as a sales person, you devote your time to the people in front of you make sure they are happy and content and none of that happened. As I left they said have a good day hope you'll see you soon, and I can assure you not just because I live in Seattle you will never see me in a T-Mobile store again as if this is the type of sales integration that is happening then each one of these persons needs more than just a new T-shirt to figure out how to do their job. If I could give less than one stars I would absolutely do so. Worst experience at a store with the exception of a cable provider phone call. read more

Went into purchase the iPhone 7 with my husband today. We've been loyal TMobile customers for over 3 years now. As soon as we walked in an employee immediately approached us to see what brought us into the store. My husband said he was wanting to upgrade to the iPhone 7. The employee laughed in his face and said, "Not today you won't be." We were not aware that the iPhone 7's were out of stock everywhere. We were just trying to upgrade his phone. Who laughs in someone's face when trying to make a sale? That's horrible customer service. We will not be going to this location anymore. read more

This store is useless if you already have service and are not buying a new phone. If you go here to get help with a phone, you're just looking to get ignored or abused. Had a phone with a known issue that they refused to assist with. Save yourself time and anger and go to the store at Litchfield and Waddell. read more

I had a pretty crappy experience at this store tonight. I'm trying to buy a new phone for my mom. Before walking into this store my mom and I had been to Walmart and Target looking for a phone. I get to the store and I was tired. I may have been a bit short with one of the employees, I was just looking for the prepaid phones and I didn't see them on the wall. I ask the young man where they are located. He blows off my question and asks(with clipboard in hand)what am I here for, I tell him, and again ask where the phones are, again I'm ignored so I walk away and try to find the phones. You know, the ones in the pink box you can just take to the register, buy and leave. I find em. He then comes and shows me another phone, displayed, and says that I can walk out the door with the phone for $75. I tell someone I'll take it. 10 minutes goes by, a customer leaves and here I am thinking I'll be next to be helped, nope. A gentleman came in after I did and he was the next to be helped. I was totally fed up at this point, they were absolutely the rudest individuals I've dealt with in a long time. 3 store employees and not one of them could assist me and grab a phone and ring it up. I didn't even want their help I just wanted to pay and go. After I saw them completely ignoring my mom and I, we left. As we walked out I said thank you for NOT helping us and my mom said, you just lost a customer that was going to buy a phone. None of them batted an eye, not a single head turned. They lost my business and any of my friends or family's business as well. I'm disappointed. Customer service these days sucks. I wasn't trying to scam anyone or get anything for free I just wanted to buy a phone and leave! Never again will I set foot in this ridiculous store. They NEED to be stripped of their TMobile name, it should be called Shady People Phones and Accessories.. read more

Sorry for the length of this review, but I believe it will be worth the read to many. I have been a T-Mobile customer for over 15 years, leaving only briefly to go to Verizon for a couple years. Here's my story... After being a T-Mobile customer for almost 15 years, I went in to this store location in Surprise needing a new phone desperately. I have a really tight budget and I am super particular about how I spend my money. The sales rep at the time assured me, after several times going over it, that my finally monthly cost would be a certain amount including the cost of my new phone. Although it was a few dollars more than I wanted/budgeted to spend, I agreed because it was a really great deal. However, when I received my first bill it was almost TWICE as much as I had been assured it would be. I was so upset! As I said, I am on a very strict budget and there is no room for errors. I went in the store to speak with the same rep who had given me the deal and assured me of the cost. Unable to hold back the tears (although I desperately wanted to because it was so embarrassing), because I felt so betrayed by a company I had trusted for so many years, I explained the situation to her and asked for it to be rectified to our original agreement. She, as well as two other people, including the manager gave me the run-around for quite some time and refused to help. I left in tears. I ended up having to call the corporation directly and was able to finally get it resolved. But I had determined to leave and go somewhere else as soon as my phone was paid off, so I switched to Verizon because of a friend that worked for them. After a couple years of paying more money for less service, (Less helpful customer service than what I had been used to for so many years at T-Mobile, as well as less actual coverage...now my service went out at my own house very often or I had to stand on the coffee table to get it.) I was ready for another change. My hairdresser's husband works for T-Mobile, but in Peoria, not here in Surprise. I went ahead and switched back to T-Mobile because I trusted them. I have enjoyed the lesser payment including unlimited data (which I never had before) and better service, as well as customer service ever since! TODAY I ran into an issue with the speaker volume on my phone which I was unable to resolve on my own. I did not want to drive to the Peoria store, so I decided to give the T-Mobile store in Surprise another shot! I was very pleasantly "surprised" (lol) with the amazing service I received at this location today! Octavius, the new store manager was super helpful, kind and trustworthy. I found out that he has been with T-Mobile for many years, but recently moved to this store to help better it's reputation. I tell you he is doing a great job! His staff were welcoming and helpful. In the end, they resolved my problem quickly and I left there with not only new found confidence in that team, but a free cup-holder as well. BIG KUDOS and a BIG HIGH FIVE to Octavius and the team at the Surprise T-Mobile! Thank you for your quick, thoughtful, excellent and kind service!!! You made my day! read more

Employees here always blame the systems being slow. But the employees just seem not to know what they are doing.

Went into the store to upgrade to the iPhone 7 and they were awesome!! Got all my stuff transferred to my new iPhone! 5 out 5 starts !

I don't normally leave reviews unless it's outstanding or really bad. In this case If I could rate 0 stars, I would. The WORST T-mobile location around here. It's the closest to me so I've came to this location a few times. Why did I go back? That's where I went wrong, but man they really mess up, I tell them one thing and they'll do the opposite. I'll talk about the most recent (May 23) Got a new phone, asked to put it under the same number What they do? Put it in a completely different account with a different number. I went back the next day and they're even wondering what happened. Like they're a total mess. read more

Do not go here. I went in to pick up a warranty replacement on my defective device. I paid the $5 fee associated with the service and the new device I was given was defective itself. That I understand is not their fault considering it's mailed in. But I wanted to walk out with my original device, that was in better shape than the new one and they wouldn't let me because I already paid the fee and there was nothing they could do. They let me walk out of there with a defective device and told me I had to call customer service. read more