I just happened to pop in to ask questions about the change over from U.S. Cellular. I was lucky enough to get Jasmine in the Auburn, Maine location. She was super friendly, answered all of my many questions. She is a huge asset to this company. She got my new phone set up in less than 30 minutes. She was able to set up auto pay. I went in a bundle of nerves as I've dealt with the Mexico location for 20+ years. My anxiety was at its peak. I left with such relief. She listened to me. She didn't push me into something I didn't want. She gave me options. Please know that I'll continue to be an Auburn customer from now on and will recommend that location as well. read more

The worst place to come to in service at an absolutely horrible. they take a sweet time overall will never come back.

I am going to keep this short and sweet because I have already written a 3-page letter to their Corporate Complaint office only to be told that regardless of how many mistakes were made, there was only one solution and no alternatives to rectify when an employee accidentally does not place the order correctly and that as a result you Cann't take advantage of the promotions offered. The staff is very friendly and they are always busy. It is not unheard of to be waiting 30-45 minutes before you are helped, even they have 3 staff present. I went in, was helped by an over ambitious younger gentlemen who was very friendly but made a key mistake that made me ineligible for any promotion because of the way he placed the order. The Manager and District Manager all attempted to rectify, but they don't have the authority or the permissions to apply a promotion onto the account. They have to suffer the agony of talking with their customer service who then tells them there is no way to fix the situation. In then end, Corporate contacted me and said you have one options and if choose not to go with it, there is nothing else we can do and today I am paying full price for a phone that should have been free when I transferred my service from Verizon to T-Mobile. If I could give the staff 5-stars I would, but the fact T-mobile restricts store employees from performing MANY tasks and requires them to sit on a phone with customer see vice to do half their job, that is what leads to long waits and over 5 hours of being in store only to find out Corporate won't fix the issue. read more

So I will never swap my phone to T-Mobile and I'm going to tell you why. Get some Pop corn and buckle up folks. My friend needed to upgrade her phone and I was coneodering a change over. We talked to Neil in the Auburn maine store. He looked us in the face and said he called the stores in south Portland and the Maine mall. He very specifically said the Portland store didn't have them but the maine mall store had 4. So my friend and I jump in her Tahoe and make the 45 minute drive to the Maine mall store. Neil in fact never called the Maine mall store. They had 0 of the phone wanted in stock. The girl working and her manager tried to smooth things over and offer solutions. However, still came up short. After the BOLD FACE DISHINESTY of NEIL in the Auburn store o will infact not be swapping my phone plan over. My friend proceeded to call the Auburn store and be hung up on by Jake who is claimed to be a supervisor. T mobile, do better. read more

An absolute horrible experience. I opened a business account and brought three lines over from another carrier. I was supposed to get a promotion on three iPhone 11 pros. A mistake happened and I was not given any of the promotions which meant I owed $2600 that was supposed to be not owed at all. I can see mistakes happen, so I went to the store to figure it out. The district manager named Sam told me I was wrong, and the credits would eventually show up. Long story short I talk to customer service twice and they said SAM HAD NOT put any of the promotions on the account as he was supposed to (which left me on the hook for the $2600) I visit the store again and talked to sam, called many times, and he never got the issue resolved or even called back. I was in contact at least five times with him, four times with customer service, at which point he still did not get the issue taken care of even after many times of him telling me he would take care of it. I had to put a complaint in to customer service, then go to the store yet AGAIN When he was not working. A different employee told me what I was saying was correct and the promotions were not on my account. This employee had to put all three promotions on my account. I honestly cannot imagine how Sam is a manager in anyway, never mind the district manager. He has absolutely no clue what he is doing and I would cancel service if it weren't for the other employee. I feel he's incompetent, and absolutely has no care for the customer. I will absolutely never recommend this store to ANYONE. However I would recommend T-Mobile service to people. I will do anything in my power to make sure no-one I know goes to the Auburn Maine store. read more

This is an awesome little T-Mobile store. The store Reps are knowledgeable, efficient, and fun. They take the time to answer all your questions without pressuring you to purchase. The store is well organized, stocked with product, and it's extremely neat and clean. I appreciate that in a store. The watch that I wanted to purchase was not in stock so the manager took the initiative to contact another store in the area to see if it was available. I was able to purchase in store and pick up the watch at another location. I felt that was a great example of superior customer service! It's this type of customer service that keeps me being a loyal T-Mobile customer. read more

if there was a negative star to choose from I would choose it. worst customer service ever, completeLu messed up our account as a new customer. lied about everything, including our devices. the manager is lazy and doesn't want to help anyone, just tells you to call 611 and they'll do HER job for her. read more

Yet another T-mobile disaster. Drove an hour to this store, the closest to me. Arrived to find the door locked and a Be Back Soon sign on the door. After waiting 45 minutes in a 90 degree parking lot, employee shows up with food. Just FYI Maine....ever hear of grub hub, door dash, uber eats, or simply walking across the street to Taco Bell? Anyway, no apology and no fixed phone either. Apparently they don't do that any more. They'll happily sell me a new phone, but they won't even look at the old one to see what is wrong, and neither could they fix it if they did know. After wasting 2 hours of my life, employee, supposedly the manager, drops this bomb of business management wisdom on me...."It is what it is." Wow, I feel better now. An hour ride home, 3 hours of my life gone, still no phone and it is what it is. Excellent way to run a business. I would rather use carrier pigeons than do business with this company. Unfortunately stuck with them due to plan being with hubby's workplace. So dropping my phone and going back to a land line. Tired of dealing with morons.(BTW, my first degree is in business management. I must have been absent on "It is what it is" day. ) read more

My all-time unfavorite cellular service retail store. Was told by Nate (store manager) that I would have T-Mobile cellular service in my area after supplying the address of my home. After my purchase (a costly new phone and a postpaid plan) I went home confident that I would have T-Mobile services upon my arrival. My expensive phone did not function and I had to drive back to the auburn location where I purchased these products and phone. It is a 52 mile round trip! This is my second trip to the retailer. Nate fussed around with my phone, changing the SIM card again and I was able to make a cell call. I don't claim to know much about the way these phones work at my age (82), I need guidance when it comes to new technology and expect that guidance to come from the support of the retail store and staff that sell these products. Tried to use my phone after getting home and kept getting an error that stated my phone was not registered. Went to neighbors house, since I couldn't use my phone and had already driven 104 miles for nothing. We used her phone to contact Nate at the T-Mobile store, this was after we had spent over an hour on hold waiting for technical support. Nate was flippant and rude. Stating that there was nothing he could do and tried to send us back to the main number. When questioned about the no service issue he did not have a clue and just became inappropriately rude. Gave up and went through technical support. Nice man but couldn't help me after several attempts escalated a ticket for me and my neighbor connected me to her WIFI so I could make a phone call in an emergency. Staff at retail store is only interested in making a dollar even if the customer leaves the store with a useless phone and cell service. read more

went into this store on Tuesday with a issue now ive been with t mobile for over 13 years .a young lady name Cassandra went above what any one should have done to fix the issue an made sure it was fixed befor I left she is the very good in knowing the phones ,the issue an knowing how to fix it thanks great job 5 stars read more