Exceptional customer service from Chris H on Saturday. Went above and beyond helping .

Granbury store shows to be open on the web searches. Closed every time I go there. No one answers phone or calls back. if store is shut down please update website and phones. If still open then OPEN and answer phones. read more

First off I want to share with everyone that I am a veteran and a senior citizen who unfortunately is dying from cancer! I have a torn meniscus in my right knee and I don't get around very quickly. The employees at the store told me that they would not be able to help me with T-Mobile service because I did not purchase the phone there and they were not employees of T-Mobile and that this store was not a T-Mobile store? My response obviously was why do you have a sign outside that says t-mobile? I also asked them why are you wearing shirts that say T-Mobile on them? Their response was get the hell out of the store and they continued to yell at me and actually stole my SIM card from AT&t that was still active for 20 days, consequently I had to immediately terminate my service with AT&t and lose 20 days of service because they were in possession of my SIM card. read more

This is not a corporate store. it's a third-party reseller. Spent hour attempting to get a replacement phone. Didn't happen, was told I qualified for upgrade but had to pay with cash only ($140.00 T mobile policy) LIE! plus additional cost for phone. Total waste of time. Went to T-Mobile at The Shops in Clearfolk (Corporate Store), issue resolved within 20 minute, no out of pocket cash, filed claim and received phone in 24 hrs. read more

Great service with lots of options to choose from as far as upgrading or just changing over from another provider!

Great and fast service! We came in and were greeted right away and they changed our service over from at&t quickly!

Business not busy at all, we were only customers inside. Dante', store manager, started waiting on us but just left us with Randy. Randy was very nice but could not do anything before he ran back to ask the " manager". Randy answered phone calls and helped those customers before finishing our transaction. I felt like our business was Not appreciated. We did only have a small transaction today but could have grown into much more as we look for new phone service. It will not be T Mobile at this time. Oh, Dante' came out of the back only to explain Randy was new and didn't know how to do everything. So, why would he just leave in the middle of our transaction? Very unprofessional! read more

Awful place, prices aren't what they first say they are. They don't take responsibility for their double talk. They first promise you everything and say they will knock the prices down if you open so many accounts like phone, watches, sync up for your car, iPads, etc. Then you get your first bill and it's outrageous! So I go in to talk to them about it and guess what they said? And I quote, "You didn't have to purchase these items just because they were offered to you!" That's true in theory however they begged and pleaded with me to do this so it would make my bill lower! So, later I found out there is that little clause in the contract that protects them from being sued for their actions. I go on the internet and find out the whole country would like to sue them but they are protected by this clause so they just sit there like a bunch of fat cats smiling as they keep leading other unsuspecting people into their web. So, the only thing I can do is go to arbitration court and even then, I won't get my money back! read more

STEPHENVILLE,TX--My son in law went into this location and when he was going to use an upgrade the sales associate Dani, completely did the opposite of what he asked and sold him the wrong phone and put him on his own plan, and then when asked to get the correct phone she told him it was to late, when I went into the store less then 30 minutes after the original purchase and spoke to the manager KIM she was just as incompetent as the sales associate and rudely walked away to call her "regional manager" Jason out of Midland which they all proceeded to tell us we had to pay $70.00 restocking fee when asking several times why we had to pay the restock fee I was told that's the way it is that the system could not do it any other way. We had a 30 minute window but the 30 minute window was past--- BECAUSE the time on there receipt was off by hours. I then called corporate and spoke to a customer service rep and she kindly was able to email a shipping return label and send the phone back with 0 charges to us and full REFUND for the wrong doing of the store. The next thing that was not OK was while on the phone with corporate a different employee who came and clocked in in the middle of this situation told the manager to "kick me out of the store" so then the sales associate and manager then proceeded to walk to the back and say stuff under their breath then slam the door...VERY VERY unprofessional especially leaving another sales associate by the name of Sealy to then talk to corporate and finish the process of the refund. Mr.Sealy really needs to be the manager of this store way more knowledge and more level headed and more customer service driven. I really hope this is addressed . Next time if you can not do something in store then the Customer service rep in store should call corporate to see if they can help instead of refusing to be helpful___ DO NOT DO BUSINESS Here go to Brownwood this one is a 3rd party dealer- read more

We have been with them for about fifteen years! I am extremely happy with the customer service we get,but they refuse to report our good credit with credit bureaus unless of course you are behind read more

Was leaving on a trip so I wanted a new iPhone 12 Pro Max because I was available for an upgrade... go through all the steps and of course they make me pay for everything before I can even touch the phone. Once I paid we started the transfer process from my old phone to new phone, but soon come to find that she sold me the wrong phone. Didn't give me any size options before I purchased and paid for it other than what color they offered. I wanted a 256g and she sold me a 128g which doesn't hold my old phones storage. She continued by saying that tmobile doesn't carry any bigger storage phones. (This is the store manager telling me this) So I step outside and the first T-Mobile store I find and call said that they do carry 256g iPhone 12s and that her statement was not true whatsoever. Essentially she just wanted the sale. Then I tell her I found the phone I wanted and I want this phone returned. she then said that there's gonna be a restocking fee of $70... AFTER SHE SOLD ME THE WRONG PHONE!!!! And then to make things worse she wouldn't give me my old phone back! Said it's already been submitted for return and there's nothing she can do (which I also found out to be a lie from the next T-Mobile store I went to to get my new phone.) so she has my old phone hostage as I drive 45 minutes to the next store. Once I arrive they were super helpful and apologized for the inconvenience. As we go through the process again they look up my phone number and said it was canceled?!?! So I call back to this T-Mobile store and talked to the manager and told her it's saying my number got cancelled and she said "ohh it's nothing that I did", well when I went to the store I had a number and when I got to the new T-Mobile store I didn't and she said it wasn't her fault instead of finding a solution to help me. The guys at the new T-Mobile store that I went to were able to get it fixed and figured out and also told me that she could have released my old phone back to me, but claimed she couldn't. (This phone had my whole life in it). Finally I get my new phone and get it all setup then begin to back it up. As it's backing up, my phone says unable to backup because my old phone hadn't fully backed up. (The one she wouldn't give me back) so I call her back and she says that she's sending the phone away on Monday whether I have it backed up or not! All my pictures, numbers, apps, everything was on my old phone. And they were closing at 7 so I wouldn't have made it back to the old store in time. Thankfully it was able to fully backup through iCloud or my stuff would have been gone forever. Terrible management. She had no idea what she was doing, she made many false claims (confirmed by the new T-Mobile store I went to). Phone experiences are always a pain, but this was hands down THE WORST EXPERIENCE IVE EVER HAD. read more