After being with our original cell phone carrier, AT&T, for nearly two decades and constantly receiving promotions from other carriers, I checked prices and services and also had the benefit of a recent detailed Consumer Reports survey, plus with the advice and suggestions from numerous friends and neighbors, I decided to check out T-Mobile. The first thing that was appealing is we have a T-Mobile store at a shopping center that is a 10 minute drive from our home in Falls Church, VA. So, I walked in the store (which was busy!) and wound up being assisted by their customer service rep "Dave." He was friendly and showed total interest and focus on our current services, needs, phones, problems, etc. and drew up a plan tailored to best fit our needs and wants. And, when I would ask him about some issue or feature on my phone or how to best access something, he'd take my phone and with lightning speed come up with the answer or the information requested. I highly recommend Dave to anyone thinking of starting or changing a cell phone service provider. And, I also found the store manager, Cindy, to be pleasant and helpful. Bottom line: we are now T-Mobile customers. RonM read more

After multiple in-person visits to this location, I can confidently confirm that this store is very unprofessional and incompetent. In January 2024, I switched over after being a Verizon customer for 10 years. The employee told me about a screen protector program where I could go into any T-Mobile store and replace my screen protector for $40. That being said, I paid $40 for the screen protector, thinking I was enrolled in this program. A few months later, I visited the T-Mobile store at Tyson's Corner to redeem a new screen protector and they notified me that I was not enrolled in any type of screen protector program. However, that employee said it was common to incorrectly enroll customers into this program so he suggested that I go back to the original store with the paper receipt. Therefore, I went back to this location and was appalled at the incompetence of the store manager I worked with. Upon looking up my account and the receipt which clearly had a $40 screen protector fee, he admitted to me that the employee must have "miscommunicated" about the screen protector program because I need to also be enrolled in a $18/month device protection plan that I was never informed about. In addition, he couldn't look up the employee who gave me false information (despite the employee # on the original receipt), nor give me a refund. A simple apology for the false information and inconvenience would have gone a long way in de-escalating the situation but instead, had the audacity to tell me that I was "hooked up with a good deal" and to call the 611 number because he couldn't help me any further. As someone who is the store manager, I could not believe his lack of ability to not only take responsibility for his own employees giving out false information, but inability to help customers. Anyone in their right mind would never pay $40 for one single screen protector and I was clearly mislead from the very first day I switched to T-Mobile. After this encounter where I was a) lied to and b) the store manager was completely incompetent in helping the situation, I cannot recommend this location. I will also be leaving T-Mobile after my year contract is terminated-- a loss on their end, as I was ready to be a loyal customer to another phone service for the next 10 years as I did at Verizon. read more

Really bad service by the manager. I was literally told to go to another store in a rude manner by the manager today 12/18/2024 around 8 PM if the corporate wants to check the footage. Very rude how they handle the situation about my friend trying to get a promotion on her trade it. I got a better deal at the Ballston location, we went to this location because it was more convenient for the distance. The overweight lady apparently the manager was very rude to us. As we walked out of the room she said stuff under her breath. I am definitely reaching out to the corporate team about this issue is not the first time this happened. Do not go to this store if you want to get treated rude by the staff that can't even to a simple math or handle correctly. read more

Went to this store three times and kept waiting for them to have iPhone 13 Pro in stock. Phones can't be viewed but are locked down so you can't test how it feels in your hand. Third time I called and they said they had phones in stock. One person said she didn't handle access to sprint trade in offers because she had limited access so we waited for the other guy over 1.6 hours who was with one customer. He seemed like he was buying several phones plus cases and glass covers and activating and registering every single one. I asked the other lady how long he would be and she had no clue and said five minutes, which clearly was wrong . No one apologized for the wait, asked to help and we waited in a corner and were ignored. I understand if you have a customer. At least acknowledge people are waiting and tell them how much longer it will take. Only two people in a store on a Friday night. Horrible customer service. We were also told me could trade in the phone for 500 and then the third guy says no. Colossal waste of time. read more

This place is so bad every time I come here they don't help me properly they always tell me to call 611 when they can do very easy things for me but they say "no we can't do it" Then why do you open a branch there when I always need help from them and always get a No? Never come back again !! read more

I feel like this place only assist certain kind of people because when I walked in I didn't get greeted or asked if I needed help. But as soon as another person came in they were welcomed. This is really sad but unfortunately this is the world we are living in. The funny part is that T-Mobile is advertising something that isn't even true. They do ads on some promotions and you don't even qualify. I wish Me and my family never left AT&T and spirit. T-Mobile is definitely a joke. False advertising read more

Great service by Ulda. Took her time, explained everything, Ulda was patient and very kind. I'll definitely come back.

These guys are great. Came in for T-Mobile Tuesdays freebies and they were helpful, friendly, and welcoming. Side review for their customer service over the phone: I had issues with my bill and spoke with the Richmond, VA team. Every person I spoke with there were very understanding, knowledgeable, and fixed my issue to my satisfaction. Shout out to Muneca, Keisha/Sasha, and Wuana/Wanny. Sorry if I misspelled those names. I've been a customer for over a decade. This is the best company. read more

I did not find the service very satisfactory. I had an issue with a prepaid plan that had expired all my balance/minutes because I was misinformed about refilling my account from a customer service rep at the store. When I told the rep about my issue, we had to call a prepaid plan technician to see if she would credit my account. After our discussion, the rep promised that he would talk to his manager and he would credit my account the very next day. The next day when I called, I was put on hold for over half an hour. When I was finally able to reach out to the rep, he told me that he would be able to credit only half of my account balance and that it would be done in about an hour. This did not happen. Frustrated as I was, I had to go to another T-mobile store which I had found more reliable, trustworthy and responsive to my concerns. They helped credited my balance in full the day after. read more

I was a former AT&T member and have recently switched to T-Mobile. I was very nervous getting my own plan and a brand new phone. However, I couldn't have asked for a better experience than I did at this T-Mobile Store. The sales rep that worked with me was Joaquin. He made choosing a phone and a phone plan so easy and comfortable that I became a big fan of this phone company easily. He walked me through the whole process and was very honest. He was patient and answered all of my questions, and believe me I asked a lot. I highly recommend others to switch to T-Mobile, not only do they have great phone service, but they have exceptional customer service as well. Joaquin is now my go to phone expert and I go to him if I have any questions. I am very happy that I made the switch to T-Mobile. I walked out of the store with my own phone plan, a brand new iPhone 8, and along with other goodies (phone case, screen protector, popsocket, Bluetooth headset, wireless charger, and car charger) all for a great deal! read more

The workers there are okay but the manager, Mohammed, is a dishonest rude man. Made many empty promises. I had to personally go in several times to fix his mistakes. Actually caught him in his own lies. Had a three way phone call with him and a t mobile consultant where Mohammed proceed to call me a liar about a deduction on my bill which he promised. Avoid this store at all cost! If you don't want to waste time just go to another location. read more

The manager rami is very nice as well as the rest of the employees. They try to get you the best deal that matches you requirements.