When I first signed up, I was promised a $200 Visa gift card that I could use however I wanted.I was then told 14 weeks to receive it I waited patiently and when the 14 weeks passed nothing arrived. Customer service multiple time and was repeatedly told I will receive an email with information about when the 200 dark card Visa will be sent to me. That email never came. Later, When I followed up again, I was told another lie the offer had expired this made no sense because I've been calling regularly following their instructions the entire time. Then I was told they would only give me a $100 instead of the promise 200. At that point, I felt misled. I had twitch my internet service based on their promotion,. After escalating the issue and putting it a lot of time and effort, Given the full 200. Customer should not have to chase down a company for months just to receive a promotion they were promised upfront! They tried to scan a 70-year-old woman like me and I will not put up with it this is senior citizen abuse. I don't trust them anymore even though I have my internet with them I don't trust them. It takes a long time to even get someone to answer the phones these days you have to call particular times good luck with that. So I do not recommend this business they're shady by the way if you want $5 off a month you have to give them your debit card from your bank that's correct from your bank. read more

Your service is horrible. Never use T mobile. Service out for months at my secnd property snd after calling several times was told t mobile equipment was obsolete and i had to being it in. No one contacted me once to notify the equipment was obsolete!They just kept me on emdless calls troubleshooting! And then refused any kind of refund gor the time i had no serbice!!!! Horrible cmpany and service. read more

I went to the Dripping Springs location with a friend, and the employee was very rude. I'm not a T-Mobile customer, but if I was, or was looking to change carriers, I wouldn't go here. read more

Extraordinarily nice and helpful and patient team - especially Eric. And I got a great deal for my family on our new plans and phone trade ins. read more

This is specifically for the store on 620 owned and operated by Verge Mobile. First thing I will say is if you can do your business over the phone they save yourself some aggravation and do that or try to find a store that is owned by T Mobile. Authorized vendors have their own set of rules. I was offered a promotion by the customer care dept. over the phone. They were going to send me the new piece of equipment via UPS. After several days and no updates UPS stated the item was lost and told me to call T Mobile back. I did and the young man suggested I could go in to a store. I thought sure would be faster. ( I should have never done that, I should have just waited for them to send another. ) I got to the store around 5 minutes after 10am. The customer care rep said he was going to call me at 10:15am so he could explain to the store clerk what needed to be done. He did the clerk said she got it and after 3 and a half hours and then telling me to sign a document that did not match the offer and saying it would get fixed later. ( Again, hello red flag! I should have walked out at that point ) So after 3.5 hours I left and when I got home there was a note on the door from UPS. The package somehow had not been scanned for 4 days and ended up on a truck for delivery. So I called T Mobile and after much frustration I was told I had to return the item to the store and keep the one from UPS. Well, I got in my car went over there and then was told I had to pay $70 to return it when I was told to go there by T Mobile. This is where I could have been a better human. I got huffy as they told me only the district manager could waive the amount. Again, I should have just walked out but I raised my voice and cursed. Not my finer moment. So I asked foe someone to call me the next day and let me know when I can come back. I was told by the asst manager that the manager would call between 11 and 1pm and guess what, she did not. I won't publicly shame her or the clerks but I will say she has been listed in several other reviews. I called back and was told the district manager will not waive the fee. I said that was unacceptable and was mocked off the phone for saying so by the clerk. I called customer service back and they said they would cover the cost so I went back to return the item again and was calm when I walked in and as I was sitting there trying to return the item the manager called the cops on me saying I was dangerous. The cops came in reviewed the footage from the night before where they said I was threatening and they determined that I was not threatening nor were they in any danger. So in the end I was banned from that store. Here's the kicker, in the end I was still not able to return the item as they stated I entered a contract and now owe them $800. What absolute BS. The clerks didn't know what they were doing, they had to call customer care for everything they did. They talked smack about the customers after they left and on top of that they talked about their terrible working conditions and the complaining was driving by the manager herself. Admittedly, I could have and should have done better. I can give all kinds of excuses but there is no world where losing my cool is ok. I needed to be a better human. That said, how they treated me and their other customers was deplorable and how they conduct business is predatory. And I still have to find a way to return the item and not get charged $800 for it. Stay Away from this location and from what I can tell stay away from any Verge Mobile operated store. read more

They need to be trained on customer service. I walked in to purchase a new phone and not one worker acknowledged my presence. I stood there for nearly 10 minutes waiting. The male worker had an excuse as he was assisting a customer. But the woman had no excuse. She was on her phone and didn't even bother looking up. read more

This a negative 5 review for tmobile and its insurance company that scammed me. They charge 20 a month fir insurance and those claims are never honored without a large deposit never befor mentioned. Tmobile = dishonesty. read more

Went in today to get a new phone. Was helped by Faith. She was awesome, very patient and helpful.

After waiting over an hour to be served, much less even acknowledged, the customer service rep immediately told me that she couldn't help me with any of my requests. She couldn't cancel my grandma's line who had just passed (then later told me it would be $600 to do so), told me to go to geek squad at Best Buy for my speaker (even though on the phone they told me it was under warranty and could be replaced), and she couldn't figure out if I'm eligible for an upgrade so I can get a new phone instead of fixing the broken one. After reiterating that I had been told the phone could be replaced under warranty, she said she would send me a new phone to the store closest to my house by the end of the week. It is now Friday, I have spoken to at least 10 different T-Mobile, Sprint, and warranty customer service people to find out that she never actually submitted the order for the replacement due to the mechanical failure. Also, after calling customer service again, my grandmother's line was promptly disconnected for no fee. The $600 would have been for a different phone on a different line. The level of incompetence and straight up rudeness was disheartening to say the least. This whole experience has been frustrating and unacceptable. read more

Bought a new phone. For almost an hour and a half the guy- tried to transfer my data. Got most of it, except my texts which I need. Called 611 and it took the guy 5 minutes to walk me through it. That is %100 poor training on Tmobile. I know retail is not the best job in the world, but ya don't have to act like it. At least PRETEND like you give a sht. read more

TERRIBLE!! TERRIBLE!! Walked in to upgrade 1 phone on 12/31. They lied and tricked me into buying 3 phones, bunch of accessories and new lines that I don't need. - They promised me promotions that I later found out don't exist. (I should have known when they refused to give me any printout of evidence of the promotions they promised.) - They entered the wrong trade-in module number, and I got a fraction of what I was promised. - To try to resolve this, I drove back to the store multiple times and spent a total of 4.5 hours on the phone with customer service. - They basically said nothing can be done about it. I have to mail a complaint letter (yes an actual letter) to customer service and there will be no follow up. I literally lost over $3,500 and at least 15 hours of my life. Currently cancelling all T-Mobile services and looking for legal recourse. read more

The staff of this store have the combined personality of a wet mop. Their "business attire" is a t mobile t shirt and raggedy jeans. Their attitude toward work seems to be on par with the dress code, not very impressive to say the least. I misplaced my phone and went in to get a new one. I was told I would have to buy a phone at full retail cost up front despite being eligible fore an upgrade, merely because I didn't have the old one with me. This is absolutely not the case, just some weird store policy because they want to take your old phone in as there is a monetary benefit for them doing that. This store is an authorized agent, which if fine with me, as long as they can conduct themselves in a professional manner, which they don't. Places like this will be out of business with in next five years because it will be easier to just do everything online and not deal with unenthusiastic employees. That's sad, because I like to deal with people as long as I feel like they actually don't mind me walking into their store to spend money there. This wasn't the case, don't waste your time here. read more

BAD policy that needs to change! Signed up for internet from T Mobile; tried it out, didn't work for us. Went to return; wouldn't accept because I was "only" an authorized user. Now, why were they so happy for me to authorize and accept their internet service, but not authorized to cancel the service?? Hate stupid policies like this; if I set up the service, I should have been able to cancel it. Incongruent policies like this cause customers to lose goodwill for them! read more

My complaint is not with this specific store but T Mobile as a carrier licensed and regulated by the FCC, Federal Communications Commission . My Wife passed away last December unfortunately . I purchased an I13 phone for her on my T Mobile plan through a 24 month agreement with T-Mobile in October of 2022 , 2 months before she passed away. My daughter who is also on my T Mobile plan has an old I phone 7 that just quit working due to unsupported software by Apple . I wanted to switch my Wife's Apple I 13 phone over to my Daughter and thats when this unbelievable appalling nightmare of incompetence and no help by Apple and T Mobil began . I got locked out of my deceased Wife's i phone Because i did know here password . It has now been 7 months since my Wife passed and neither Apple or T Mobile have been able to unlock my wife's phone and provide a transfer of my Daughters phone number to it . I have never seen so much passing the buck and irresponsible customer concern in my entire life which by the way included 45 years in the telecommunications industry . Apples answers over multiple calls and hours spent on the phone with Tier 1 IOS support Never provided a successful unlock of the apple 13 I phone. T Mobiles answer was to sell us an Android at first and then an antiquated Upgraded I phone 7 for $500 more. I am so disheartened by the non solutions and total lack of solutions for my Daughter and Our non working phone which T Mobile wants me to continue paying off over 24 months for more than $800 remaining . If you do business with any T Mobile store watch your pocket book . My monthly bill is no where close to what they promote in their national sales campaigns . I have filed a formal complaint with the FCC and would suggest you do the same if you experience anything like what I have with T Mobile . You file a complaint on the FCC's Web Site or call 1-888-225-5322. Reg Taylor read more

I rarely write reviews because I'm a hard one to impress, it's customer service, it's part of the job. Alan, the manager at this location mad our switch from AT&T as easy as possible, we couldn't believe it. He communicated in multiple clear ways, no tricks here. My husband kept asking the same questions because he thought we must be missing something. Alan, spent quite a bit of time with us, no rush, polite, and made sure we were 100% confident in setting everything up exactly how we wanted it. Thanks Alan! read more

In times where of us hate our wireless carriers and interacting with them, this T-Mobile store is like an Oasis. I actually enjoy talking to these guys, especially Alan, who was incredibly helpful in getting us switched to T-Mobile and set my family up with new iPhones. They are super friendly, and will do whatever it takes to help you. We are lucky to have this store in our area. read more

I'd give them less if I could! Tabatha refused us service and told us to leave because she couldn't handle our problem. I'd avoid this location, as no other place in our 25 year history with the company has ever been this rude. Luckily, customer service on the phone was lovely. read more

I was hoping t mobile would be better than ATT. Sadly we had more problems with T-Mobile. They told us we could port a new number from the comfort of home. That was not true. It took us over a month to get into a store to port the number due to Covid but they refused to refunded for services that we weren't able to use. Second strike: 20% of my wife's calls in Austin go straight to voicemail bk their service area isn't as good as ATTs. Third strike: they offered a 3rd line for free for life but then started charging us $35/month bk they said we cancelled of of their temporary assigned lines bk we ported our number. Bottom line. I can't trust t mobile not att so I'm at a loss. It's like working with a car dealership. read more

I moved my family to T-Mobile because of their flexible in family pricing and they assigned a team ti take care of their customers.

There is no Tmobile at this location that yelp/google directions navigation sends you to.

Every time I've needed anything at the Bee Cave store, they have been courteous and helpful. This time, my screen protector needed replaced & the manager of the store waited on me. He was great and had me in & out of the store in no time. Love that this store is convenient & easy to get to. Compliments to the employees there! read more

When I went into the store I was in total meltdown mode. Ally (and her team) rescued the day. Before it was all over I had a sparkling new phone, I had a loaner phone to use while I sorted the iPhone 10 out. But this young lady & her teammates are Top Shelf. TMobile has been my carrier uninnterrupted since 2003. T-Mobile's * *Branding*& willingness to stick to their principles mean integrity to me, and TMobile keeps their promises. Cute photos and tunes and celebrity spokespeople are fads; TMobile is a brand, not a "hot deal of the day." Brands are rare these days....but they'll be survivors. How can you lose keeping your promises? Sometimes things go awry thru nobody's fault; find the solutions keep your promises. John, you better find her a leadership role. She's the kind of talent companies are dying for. She maintained TMobile's core principles while doing a heck of a job calming me down. Thank you Ally & your Bee Cave team. You kept me from the psych ward & assisted me perectly. Keep up the great attitudes--they pay off in the end. Best Regards to all. _~Scott read more

I have gone here twice for help and I just can't say enough good things about their knowledge and curtesy . They have even helped me with problems they didn't even have to help with. read more