Julio and Mercedes are the reason I'll be coming back! Absolutely amazing at their job and pleasant to work with!

Be aware that this is a franchise store and they are unable to correct many issues. They are not knowledgeable about their products. Every time I have gone to this location they have been unable to help or rude. I would strongly recommend going to the corporate store in Geneva or Algonquin. These are the store that they tell you to go to when they cant help you so your just better off going there in the first place. They are knowledgeable and more welcoming. As an example. My wife bought a phone watch which she felt was too heavy so she returned it. They refunded the price of the watch but failed to remove it from our billing plan. She did not notice it for several months and when she did they did not know how to correct the issue. read more

II was lied to about charges related to tracking devices. Was told that they were free and there was no monthly charge. I was told my bill would be $106 a month. I was sent a bill to review from T-mobile for over $194. Although by calling customer service and removing trackers from bill I am paying a little over $115 a month. $9 a month more than quoted ($216 over 24 months) Also was promised two $40 credits applied to my bill which I never received. When I called store The manager refused to do anything to rectify the issues , basically telling me to f--- off. read more

This store has one of the worst customer service staff I have ever experienced. The staff is rude and do not care at all if you remain a T-Mobile customer or not. I went in today to receive a warranty phone exchange. I was told it had been 18 days and the order gets canceled after 14 days. I told the rep I had told customer service I would be out of town and not able to pick it up until today and was told it was ok. The store rep said well there is nothing I can do it was canceled, you have to call customer service. I said that is not acceptable since I already spent 1 1/2 hours on the phone with customer service to get the replacement. The store team member looks at me and says "why are you upset with me I didn't order the replacement for you?". I said fine then please order it another one for me. She says "you have to call customer service, we cannot do it for you". I commented well then maybe I should just go to Verizon, she says " well sir if that's the way you feel go ahead." I will not walk into this store again! I have also notified corporate about this wonderful experience. read more

So I'm waiting for a phone replacement. T-Mobile had sent to this store. I had received a text message from T-Mobile that it was ready for pick up in the morning 2 o'clock in the afternoon I stop by and they say it's not ready. It's still not checked in check back may be around four I'm told. I say that's not what Tmoible said Make a call and get it checked in. Keep in mind as the picture shows below. There's like 5,6,7 employees standing around doing absolutely nothing. It's the hottest day of the year so far and the manager has all the store employees outside. They will not let anyone in the store. An elderly man asks if he can go inside due to his poor health. She refuses him and says come back on a day when we are inside. All the guy wants to do is go inside look at the phones and buy one. No she rather argue with him. This situation has become totally ridiculous. At this point I'll ask the manager for her district managers name and phone number. She refuses to give me that information and then goes in T-Mobile's system and cancels my phone order. Within 15 minutes of standing in front of the store cause you're not allowed in I have watched this manager single-handedly make sure to local people will never buy anything in that store ever again. Dear manager girl here's my suggestion to you instead of trying to hide the foot traffic numbers from your bosses. Just try selling some phones you chase two people away today that would've bought something. See pictures below one of the manager and one of her employees trapped outside in the 90°+ heat. read more

T-Mobile Authorized Retailer - The manager locking all employees and customers out of store - Mobile Phones Near Me - Elgin, Illinois

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We switch our phone lines at the end of August and the lines have not worked, 5G doesn't work, drop calls,reception is the worse and I been calling every week and our lines are still horrible and we just want out of the contracts as they haven't solved our issues read more

T mobile in general sucks. App doesnt work as well the web page takes long to load. I have automated payments set up and it never goes through and i get charged a late fee everytime. Their system is awful. My friend has the same problem as well other friends. I just waiting to pay up everything i owe on tmobil and im switching to xfinity mobile. At least i wont have problems as i do in tmobil. The CEO of T-Mobile has to fix this issues. But i decided to switch carries. read more

If I could give a 0 starts, I would. Typically like this location but haven't been in over 6 mo. I went on Saturday, January 29 evening time. DISAPPOINTED. worker was rude and unhelpful. Rolled her eyes, had an AirPod in and looked like she was on a call with her personal phone. I understand customer service is hard and I always try to be understanding but we were not Karen's YET she was acting like the Karen. Very unprofessional. Will never be returning. I suggest you visit a different location also. read more

Worst customer service ever My son's Timex family connect watch wristband broke they give me a refurbished one because they can't replace the parts on the new one very disappointing for only having it less than 6 months but stuff happens So I'm in the store swapping out watches they take a little while because they're doing what they need to swap the phones but you know it's newly refurbished and the battery is dead so you can't test it before you leave So I charge the watch so I can test it to make sure it works and of course it doesn't I called them right away to let him know that there's a problem they tell me oh I'm sorry we're too busy call the 800 number to have them do it I said no you called 800 number and wait on the phone for 20 minutes and then you call me back cuz you didn't do it right the first time I mean seriously would you go to Burger King and order a sandwich and leave with no meat Between the Buns and go back and complain and then tell you to call the 800 number for the Patty I go let me speak to your manager one girl tells me we're too busy call her back later I told her no I'll hold and I wait she never picks up the phone. This is the sales rep # 397 at the T-Mobile store # 1597 at 273 s randall rd in Elgin also she is the manager (Awesome managerial skills) Don't fix the problem I created move on to the next one I can create Must have been a sales team from Sprint cuz I'm pretty sure T-Mobile would not treat the people who helped make them exist that way read more

Great Customer Service, Alex and her team always takes care of me and my family. I will be back for anything I need.

T-Mobile, South Elgin: A well managed business with great staff, I was fortunate to be there recently when I lost everything on my phone. Enough cannot be said of the individual care and help they provided. And, yes, they were able to help me and suggest some additional products. It was obvious that they care about their clients. read more

This company is a JOKE! DO NOT JOIN THIS CARRIER!!! All started after Note 7 battery issue. 6 months later they are still charging us for 2 loaner S7 phones. $60 extra a month for both phones we do not have. Both phones were returned with the shipping label they sent me and they lost them. All they care about is selling you new devices, once you have a problem you are screwed. So I am stuck with a $1600 bill for phones we never wanted or intended on purchasing. Buyer beware stay away at all costs. read more

The worst customer service ever. There is always a line in there. The staff is rude ! Not friendly at all.. they need to get more people working in that store. The staff takes so long to do anything. Avoid this store if you can. There is another one in south elgin on randall. They are much faster and they are friendly! read more

This store has come a long way. Customer service is great. Alex and her team really care about their customers. Would really recommend this store. read more

Exchanged my phone because I was having problems with the gps. I received another iPhone that didn't work at all except the gps (the irony). Called first thing the next day to get my old phone back and was told they can't return it because the phone is damaged and they'd be SOL on it so I needed to contact T-Mobile support directly. Now I have to wait for my new phone (that hopefully works) to come in and in the mean time hold on to this busted piece. Thanks T-Mobile, you really know how to take care of your people. read more

I had problems with my line going out of service while switching from prepaid to post paid. Since I couldn't call I figured I would go into a store. This is a retail store operated by a third party and with the other bad reviews I didn't know what to expect. Emmanuel took the time to call T-Mobile and help me get my line back up and running. He really went above my expectations. He called me back on another phone when everything was fixed just like he said he would. I appreciate the good customer service I got today and recommend you go see him if you are having any problems or just need a new line of service. read more

If you want customer service go elsewhere. My husband asked how much the phones where...the lady kept saying the per month fee....he asked several ways how much if you paid for the whole thing not just a per month....she just kept repeating the monthly cost. Then told him the cases where $5, so he went to pick one. He saw that was per month. He again asked much to buy it out right, she just kept repeating $5. After a few rounds...he gave up. My husband got a phone and they didn't ask what color he wanted. When he got in the car he realized the one they put in the bag was a pink phone. I'm so not a pink person! So I turned around in the parking lot and went back in....they wouldn't even consider switching it. A new phone! I had to argued to even talk to the manager and they wouldn't do anything unless I paid $50!!!! We won't be back! Now I'm stuck with a pink phone for the next two years!!!! Ugh read more

Best service I have ever had at a cell phone store. Very helpful staff . I think the gentlemen who helped us out was named Chadwick. He was extremely helpful with a dreadful situation I was having. He was very calm the entire time and made for a great visit. read more

What a wastes of time. Went to this store on Tuesday, bought a Samsung Galaxy S7 phone, fast charge stand, Zagg full body protector, Samsung Evo Rose/White case, 64Gb SD card, and Samsung VR Gear. In a separate order on the same day, I bought a bluetooth headset. I did not open the head set and decided to return it the following day. I was first told that I could not return the item until the salesperson that sold the item was in. I was first told the salesperson comes in at 1:30pm, it was 11:15am. I came back at 1:50pm only to find out that the salesperson will not be in until 2:30pm. I called customer care, the CC rep wanted to talk with a salesperson at the store, Maria, a salesperson said she would not talk to whoever is on the phone, because she does not know if that person really is from T-mobile CC, and that they don't use T-Mobile CC, they go through somewhere else. It was crazy, the store kept on telling me that they can not return the item, that the original salesperson can return the item because it is under his associate number and he will "take the hit". When the original salesperson came in, I returned the item, it took 15 minutes after the process of returning started to finish it. Emman salesperson uncaring. Maria salesperson not customer oriented. Mike, store manager was not rude, just really did not help. read more

I had one of the worst experiences at this location to one of the best. Sam a new manager at this location was nothing short of amazing. I went in not wanting to be there, because of my last experience with Mike(who sadly was made a manager, even after his disgusting behavior) They hired Sam so I guess the company is ran by all idiots. He is a gem and what customer service, humans should be. He called two weeks later like he had promised, to tell us he had our phones. He was personable, and helpful. He wasn't just being a salesman, he was being a real person who cared. He should train salesman on how to be, and how not to be. Mike was there and said nothing to me, and went in the back while everyone else worked. I don't want an apology from him, honestly it would mean nothing anyway. That just showed his character, and hopefully mobile will not hire more like him. Anyways, his co workers said nothing of his absence and continued to work on. They are a value, and the reason we will stay customers. Thank you Sam and the other good guys. I hope they are recognized for their outstanding work ethic, and customer service. read more