It's been more than 3 months of T-Mobile scamming my family. At this rate, I'm sure this is just a part of an ongoing scam they have going on as I found other reviews describing the same exact scenario we're fighting. We went into the store to return a device that was being replaced by insurance. We were instructed to mail the device back using a specific mailing label, but decided to go through the store instead. The store manager, Ana, accepted the old phone on March 13 and said she would send it back. For months, T-Mobile has gone back and forth saying they never received it, then they did receive it but don't know where it is in their warehouse, then they found it but they received it late. T-Mobile is now charging us $1,100 for the phone that is currently in THEIR POSSESSION. Having already taken half the amount from our AutoPay account and claiming it would be applied to our monthly bill, is now saying it needs to be applied to the cost of the phone. And they're refusing to send us back the phone in exchange for the payment, but why would we pay for a phone we no longer have?! The store is refusing to provide any shipping details about the returned device and we were told only Loss Prevention and the District Manager Helio Alavarez can confirm the camera footage of the phone being dropped off. I've contacted the District Manager multiple times with ZERO response. Clearly this is something they doing to regular people and getting away with it and it's disgusting. My family has been TMobile customers for decades and it's gross how they're treating paying, loyal customer. read more

Just a terrible location, from the staff's complete lack of knowledge to being completely void of friendliness. Walked out for not only today but for the second time here. Go to milford mall or Trumbull mall if you are in ansonia area. Was told its not a corporate location and was privately owned i hope the owners take notice. read more

A Total Nightmare Experience Went in for upgrades this past summer -- got rushed out of the store by an in-store employee couple, and ended up with an additional phone line we never asked for. Spent three months fighting just to get our overpayment refunded. Then came the repair situation: we were told we didn't have insurance -- even though we specifically asked for it at the time of purchase. Waited through the grace period, finally filed a claim, got the screen fixed... only to be handed a phone that now power cycles and won't stay on for more than a minute. Called T-Mobile, they passed us off to Apple. Apple refused a warranty exchange because the damage was caused by someone else's repair. Back to T-Mobile -- and right back to Apple again. Just an endless loop. To make matters worse, I was hung up on multiple times by T-Mobile representatives. Completely unprofessional, rude, and a total waste of time and energy! read more

Prince Xavier at the Derby T-Mobile location talk to me into trading in my iPhone 15 plus and my daughter's iPhone 12 for some great promotion. I would receive a trading credit towards the iPhone 17 and an iPhone 15 completely FREE! Sounds too good to be true? That's what I said! So I clarified over three times and I was assured by PRINCE XAVIER there were simply the current promotion. Fast forward some time and my bill is over $100 more than it was the previous month. The iPhone 12 that I traded and made it back to the warehouse, but the iPhone 15 Plus was mysteriously missing therefore it remained in my account and I was still on the hook for the last four installment payments, even though I am on a jumper program and you should have. Been a wash when I got the iPhone 17. Additionally that free iPhone 15 that I was promised was not actually free. PRINCE XAVIER lines to my account, changed my account type, and removed my first responder discount to make me "eligible" for this "free" iPhone 15, which actually ended up raising my bill significantly. These two new lines that he added imported two new phone numbers and connected to the insurance for my new phone to the wrong line lines. My entire bill has been a mess for the last three months that nobody at T-Mobile will sort it out. The manager at the Derby location offered me $50 for my silence. The store refers me to the call center the call center refers me back to T-Mobile. Three months later my bill is still in shambles and nobody will do anything. T-Mobile will not take accountability. My iPhone 15 was stolen by PRINCE XAVIER yeah it continues to appear on my bill each month. read more

horrible place , bad customer service its owned by a owner they are franchise so of course they can do whatever they want i recommend going to orange or milford it's the Original T-Mobile store , these people refused to change my plan because oh they weren't the person that created it but then when i went to Orange They changed it right and gave me the information needed and helped out, great service but a little bit of a wait but will let you peave satisfied and with help and the guy made phone calls and made things happen for me FORGET THIS PLACE read more

Terrible store, girl that took care of me was rude and unprofessional. She sat there playing on her phone with her long nails and fake eyelashes. When I told her what I needed her to help with me with she just rolled her eyes and told me to u tube it. She went in back to ask the manager he came out and he too had an attitude. I will never go back to this store again, in fact I'm thinking of changing carriers. If I could give this store, these employees a "0" or "-1" I would. Just a horrible experience. Beware, stay far away from this place. read more

Terrible customer service staff unprofessional and sarcastic very rude and was unable to accomplish what I went there for one employee made an effort her name was Gloria she was the only one there professional even the manager was completely unprofessional and most of the staff hide in the back I'll never return to this location read more

If I could give a negative I would! Went there today to inquire about switching my service. The sales girl Jahie O, stated in order to give a a correct quote, she needed to run a soft credit check. I never signed anything stating she could run a hard credit check and she did! It showed up on my credit report! I am so beyond pissed! You couldn't pay me to switch to T-mobile after what they did to me! read more

They are so mean here. They didn't wanna answer any questions and when they did the attitude was astronomical.

O help over charge wants to charge 30 to activate and set up new phone when support tells you to save on shipping and buy in the store . cost 8.99 plus shipping 15.09 they want 30.00 , told them phone is listed for 75.00 no extras rip off read more

Worst customer service EVER!! Dom is rude and demeaning! After acting like a complete incompetent idiot, he told three of us that if we didn't like the way he does business- taking walk ins while others wait- we can go to another tmobile!! Seriously!! You still have a job?? All the while he id standing next to a photo that says we put our customers first!! TOTAL JOKE!!!! read more

Opened a new account for my parents whom are both seniors and have had nothing but problems since day one. After multiple visits to T-Mobile on 46 Pershing Drive in Derby and given numerous of excuses for the terrible connection we were told by the site manager Josh that we needed to contact customer service. He said there seemed to be an issue with phone and he could not exchange phones because the grace period had passed even though they were the ones with all the excuses and temporary fixes. I went ahead and contacted T-Mobile customer service and once again was talked through resetting phones. My parents continued getting bad service. Called customer service again on 6/20/21 and spoke with Brian. He believed the problem was the phone and suggested I call Samsung and get phones replaced because phones were still under warranty. After more service interruptions I called on 7/7/21 and spoke with Carl from Samsung. He said they do not replace phone unless phone is unrepairable. He asked us to take phone to "Ubreakifix" and have it checked. I dropped phone off and Jhan C. from repair store said diagnostic showed the phones were in good condition and the issue is the Network itself. On 7/12/21 I spoke with Alessandro O. from T-mobil and asked the service be disconnected. I asked for address to return phones because I have no use for them since I don't want their service since they can't provide reliable service. He told me to return phone back to store and I told him I didn't want to deal with anymore people and pressed for him to give me address. He was very hesistant and told me the easiest way would be for me to return it with a return label that should be in original box or simply go back to stroe. I advised I didn't know if my parents had the original box and papers and asked again for address. He told me he would transfer me to another representative named Yohana. I argued I did not want to speak to another person and he said it was part of the process and she would help. I was disconnected after that and no one called me back. The conversation was recorded so everything can be verified. I went T-mobile store erby anas instructed by Customer Rep and the store manager Josh J. refused to take the phones. He said there's a balance due and he can not take it. Not only does T- Mobile network sucks and is unreliable but their customer service sucks as well. I attempted to post the diagnostic report that shows the Network is the problem but could not upload. New Customers BEWARE! Save yourselves time and headache and just go to Verizon!!!! read more

Last week I had converted my fiance from Verizon to T-mobile and added him on my plan. He brought over his own iPhone 7 unlocked and paid in full from Verizon. The gentlemen who helped us at the Ansonia CT retail store said it would be compatible on T-mobile (after they tried selling us on new phones and adding a third line), which I ended up adding the third line. When it came time to putting the sim card into his iPhone a messaged popped up on the screen saying "Please contact your carrier" and there was no service. The gentlemen tried different sim cards and tested out the sim card he was given on other phones, it wasn't the sim card. The gentlemen shortly gave up and sent us across the street to Verizon to have them "unlock the phone" (which we already knew it was unlocked). The tech at the Verizon retail store just told us to call the customer service department because they would be able to fix it. We called Verizon spent hours trouble shooting with them on the phone, nothing worked. We also spoke to supervisors and no one seemed to know why the phone wasn't working when it was unlocked. Some Verizon techs told us that the iPhone 7 is only compatible with Verizon and Sprint carriers, other techs told us the phone was reported stolen. We ended up getting super frustrated and I ended up calling T-Mobile to see if they could help in any way. T-Mobile sent me over to a tech who tried the same trouble shooting techniques Verizon did but we were patient and went along with it (nothing worked). We then ended up having a 3 way conference call with T-Mobile and Verizon tech support none of which solved the problem. T-Mobile had finally added Apple to the conference call which we ended up setting up an appointment with Apple for the following day to replace the defective phone. What Apple failed to explain to me on the phone was that it would cost us $419.00 to replace an iPhone 7?!?!?! So we wasted all day at Apple to be turned away. I drove over to a different T-Mobile (Milford, CT) right after to see what they can do, the employees there told me it was Verizon's problem. Shortly after that my fiance gave Verizon a call back and fought with a supervisor who told us "it was now T-Mobile's issue..." and hung up on him. I then called T-Mobile with some faith that I would get a tech on the line that could solve this week long issue. I spoke to Mika who told me I was a day early on setting up 2 new lines because I missed out on a the new offer going on now that give you $750.00 towards a new phone when you set up a new line... He had told me the T-Mobile employees should of told me to come back the following day so that I could get this promotion and should go explain that to the employees at the store, "they should be able to help". I was excited and relieved that I have finally solved my problem! Little did I know I looked like a fool when the Ansonia, CT techs told me they cant help me because I would need to add a fourth line and they dont know about any future promos until the morning of. They then offered me the zero down and monthly installments for the newer iPhone models which I kept explaining I wasn't interested in. So, they told me to go back across the street to switch over to Verizon and they would cancel my lines for free???!!! (terrible customer service, for a client who's been loyal to a company for over 5 years) Its been over 1 week that my fiance doesn't have a working phone, Im sure I will be billed for his line in December, which he hasn't been able to use his phone anyway and no one seems to be able to know the problem or offer to help. read more

Horrible customer service....would NEVER recommend T Mobile to anyone..purchased two new I Phones June 15...requested my T Mobile to be cancelled on June 18th as I switched to Verizon...T Mobile continued to bill me....after going to the T Mobile store on August 25thI was told Verizon had to cancel the service..to avoid any issues I paid $58.00..reluctantly....T Mobile is horrible read more