August 14, 2025 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!!! read more

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I had a horrible experience with a representative at the store. Very unenthusiastic greeting. Like a "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. read more

that sassy dude has horrible customer service. I kid you not I was only seen for 2 minutes and I never had any issue with no other T-Mobile stores ever read more

Today me and my daughter went in this store to buy a SIM card for my son's phone. We had a truly great experience there thanks to Jonas V who waited on us. Not only did he explain policy to us- as another store refused to sell my son a new SIM but he also moved my son's phone number to the card, showed my daughter some new products and gave us both a T Mobile Tuesday gift! Really wonderful courteous employee! read more

My husband and I went to this location yesterday (June 21, 2019). A nice young lady named, Zion, helped us. Has you walk in this place, her and her Co worker greet you, that's great to be acknowledged . Zion was very helpful and patient with us and I really appreciated that. Yes, you might have to wait ( what do you expect- there's only two members there) but when they get to you, you will be professionally helped! Thanks again Zion!! read more

This store is very small and so there is not a lot of staff so the service to get help is VERY slow However, once you are being helped the staff is very knowledgeable and experienced about about getting your needs or issues resolved. I would ask for Davin. read more

This T-Mobile store is located inside the same, huge shopping center with TJ Max, Target, etc., on the corner of Austell Rd and E-W Connector. On my Google Maps Navigator, it says it's in the middle of the road. But it's in that shopping center. You can find near 5 Guy's Burgers. I got a new phone that I wanted to activate with their Pre-Pay service. Due to a bug in T-Mobile's Web-site, I got stuck mid-way through the sign up process. And it wouldn't accept my sim card anymore when I tried again. I had a horrendous time dealing with T-Mobile Pre Pay Customer Service over the phone. Their call quality sucked, couldn't talk loud enough, and had a thick accent. Not only that, the rep was curt and rude to me. Basically, I had to go to the store to get my sim card fixed. Going to the store felt like a different experience. The guy who helped me was a white dude with moppy hair. I can't remember his name. Anyway, he was friendly and helpful. He did everything for me, got me a new sim card, called the right people to fix my number porting problem, and did everything to get stuff fixed. I came out of here pleased. read more

My husband and I went into this location on yesterday to switch our phones over to Tmobile. We were greeted by the employees as soon as we walked in. The manager Justin made the process for us quick and easy! He explained everything in a away we would understand and gave us great advice on what phones and plans would work best for us and save us money! They also were very patient with us because we can be a little indecisive at times. So happy I switch over to Tmobile at this location. Thanks yall :-) read more

My Hot Spot died so I went in to check if they could tell me if it was replaceable or fixable. Unfortunately, I am a year into a two-year contract and it was out of warranty. One of the sales people looked at it and thought that the battery was defective so he suggested checking at a nearby Batteries+Plus before I replaced it. He said if they couldn't help, to check Target or Wal-Mart because it would be cheaper to purchase it there. He could have tried selling me a new Hot Spot but suggested a cheaper alternative. Thanks!! read more

Kudos to Tatiana! My daughter need a screen cover for her IPhone and we were treated as if we were buying a new $1,000 phone. Super nice and very hospitable. Thanks! read more

Great customer service today from Cornell! I hope I said that right:)He juggled several customers on his own, and handled a few rude customers perfectly. He made sure I left with my new phone protected! Awesome customer service!!! read more

I have been with T-Mobile for almost 13 years I was offered a promotion to upgrade for cellular phones but I have 10 lines. I upgraded the four phones I bought one farm without upgrading and I was supposed to cancel three lines that were not in use. The four promotions that were offered were not honored on T-Mobile's part I asked for the phones back after paying the new devices off and I was well within my 30 days of receiving the new devices. All devices to pay off cost me over $2500, I only received the phones because of the promotion that was presented to me by the employee. Now they tell me I cannot get anything for my phone as well as my daughters phone. My son had the iPhone eights and only got $100 and $78. I understand now that I will never be able to get my old phones back, I actually liked my old phone better than the SE that I have. And unfortunately I cannot find another phone plan at the cost that I have now. When I try to cancel my phone plan with T-Mobile the man that answered the phone told me that I will be back. I just want people to know never upgrade your phone with T-Mobile if you are grandfathered in just buy a phone and have them put the Sims card in, never buy a new phone through T-Mobile. read more

I went into this store to upgrade my phone that has been causing me nonstop issues since I got it 6 months ago. (If you're thinking of getting the galaxy s6 edge, dont. This is my second and it's awful) I didn't think it would be any issue since I was told when signing up that I would be on the jump on demand program which allows you to upgrade 3 times a year at no charge. Upon entering the extremely crowded store I was greeted by a lady, her tag said she was a manager but it seems like all of their tags say that. I explained to her that my phone has been having problems and that I would like to upgrade so she pulled up my account and informed me that whoever activated my phone simply failed to put the jump on demand feature on my account even though the rest of my family had the feature. This was clearly no fault of mine as I was told I would have this feature and a t-mobile employee didn't put it on. I explained to her that this wasn't my fault and I can't go another year and a half with this phone. She used a bunch of t-mobile terms that I don't understand (I don't work there so don't assume I know these terms, make it understandable to someone who knows nothing about tmobile) and when I asked her to explain she simply kept repeating the same thing and told me she couldn't do anything. I immediatly drove to the store on Powder Springs Rd next to the Fitness 19 and the employees were more than happy to help me and understood my situation, they explained everything and it's been many weeks but the issue has now been resolved. Don't go to this store, they won't help, go to the one on Powders Springs Rd. read more

This kid on their sales team poorly explained a promotion, or purposely lied to us for the sake of getting a commission check. Now we are stuck paying for a beats headphone he pushed us into getting because it was supposedly "free". Went back to speak to manager and he explained how the promotion "actually worked" and he couldnt do anything about it. Props to you for fooling your customers so you can get your check! Wont be returning here again. read more

This store and the experience was worth the drive! Exodo (Exodus) was the gentleman whom assisted me. He answered all of my questions, took the time to go through my plan to make sure I was getting the best rate (plan) and was super enthusiastic to help each person that walked in the store (this was while I waiting for my contact info to be transferred in the back.) If you go, ask for him! You will wonder why there aren't more employees working at T-Mobile like Exodo! read more

This store does a lot of lying, about the price your bill will be, and about the discounts you will receive. They will end up losing tmobile customers. They lied to me about promotions and about my total bill cost, in order to sell. Considering calling the FCC, buyer beware. read more

I've been with T-Mo for over 3 years and have had a great relationship with them. Tonight, I went in to this store to upgrade my phone. Many times over the years when I damage phones or want to switch I'll go in and add one to my line and there's no problem. Tonight i was told that the phone would be $100 more than the price. Associate Renzo said that to qualify for promo pricing, I had to buy $100 worth of accessories. I left, called TMo customer service, who said that was not true - the price of the phone was the promo price. They are initiating a complaint to the District manager on my behalf. Tomorrow morning I'll be going to Smyrna to get my new phone. read more