I had walked in a this very outgoing and amazing dude named Jeff? I believe? helped me out a ton!! I had very rough week, getting kicked out of my house and having to get a new phone and phone plan and changing my number, the whole works. this man made my entire day so much better. he cheered me up and hooked me up quick with a new phone and was very patient with me. I had to give him a personal thanks for how amazing he was to me. thank you jeff!!! you were amazing!!! read more

I had a very frustrating experience at this T-Mobile store. I originally went in because my phone kept turning on and off, hoping to get a replacement. Nicholas suggested I get the battery replaced first instead, so I left and did that. Before I left, I clearly told Nicholas Pugh not to add the $19.99 Protection Plan to my account. After replacing the battery, I came back to see if I could switch phones, but I couldn't. Since that wasn't an option, I asked him to lower my plan and remove the Protection Plan. Before walking out, I asked him at least three separate times if he was sure the Protection Plan had been removed, and every time he told me, "Yes." Well, my bill was just paid, and guess what? I was still charged for the same $19.99 Protection Plan that I specifically told him not to add and later asked him multiple times to remove. This experience was disappointing because I trusted what I was told. Customers shouldn't have to double-check whether changes they requested were actually made, especially after being reassured multiple times. I hope T-Mobile addresses this and trains employees to make sure customer requests are handled correctly. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Rockwall, Texas

Deplorable service. Went in to buy a SIM card and the three employees "helping us" showed to have no idea of what they were doing. Then a fourth employee name tag Jeff said they could sell us a SIM card with no warranty it would work and that there would be no refund! Do not go to this store! read more

Customer Service is horrible. Treating customers rudely is no way to run a business. One of the employees, Jeff, was extremely rude to my wife and daughter. read more

Went in personally to switch my sim card because I know some agents cut off people SIM cards and the same thing kept happening. I still hear echoes as if someone is listening to my calls. when I expressed my concerns about my privacy Jeff just seemed to brush it off as if nothing. read more

At first I was scared of stopping by this T-mobile because of all the bad customer service reviews. I've been having issues with my device for over a year and every time I went to T-mobile they wouldn't even look or touch phone and all would always say to me is that I needed a new phone. However, in the team in this location tried different ways to fix the problem with my phone and explain to me all my options. I talk to four different members and all were great and helpful. Everyone was kind, honest, and patient. read more

Rockwall location is horrible. From the lack of customer service to their unorganized lines. I will be filing a complaint based off the situation I went through today. read more

Stay away at all costs. Not only were we there for 3 hours getting questioned by the police because one of the sales reps was accused of assault of a customer, which unfortunately we witnessed and had to speak to the police on, but we also were guaranteed a deal that the sales rep wrote on paper, we paid for all our phones outright and now T-Mobile is saying that they can't honor the deal we made and we have to continue to make monthly payments on one of the phones we already paid for. What an absolute joke. You really do feel like you are going to buy a used car at this store. They wheel and deal, write a bunch of different terms on paper without giving you any real printouts or documentation only to later find out their supposed deal is not something T-Mobile will even honor. Incredibly frustrating process. Not only did we waste an entire Sunday afternoon at the store, but we also had to give statements to the police. I don't dislike T-Mobile but will never return to this store and recommend each and every one of you to stay away. They will make promises they cannot deliver and you won't know it until you get your monthly bill, by then it's too late. read more

My husband and I experienced terrific service while visiting this T Mobile center today. We were switching our phones from AT&T and Javier took care of us from start to finish. He called AT&T directly after there was an issue getting one of the phones unlocked and then took the time to get everything set up properly instead of sending us home to handle it online ourselves. Top notch customer service! Thank you, Javier! read more

We went into this T-Mobile store a couple nights ago to establish new service and buy two new phones. We made an appointment online, but actually showed up half an hour early and were able to be taken at that point. We were stressed when we arrived because we experienced car problems on the way, and the phone I was trading in did not have wireless service so I could not pull up my bill from my prior service provider. Nohemmy was extremely patient throughout the process, as well as knowledgeable and professional! We would not hesitate to recommend this location! read more

Needed to upgrade my sons phone and had nothing but attitude from this location. Drove 12 miles away and had the best customer service. Take the drive, its worth the time to not deal with these clowns. read more

I had visited another T-mobile location (Royse City) which was just a terrible experience overall so i was hesitant at even attempting to get service at another location. However once we arrived we were immediately greeted by a gentleman named Victor who proceeded to assist my husband and I y asking various questions after this incredible service we decided to add another line and purchase 2 phones. Great customer service T-mobile needs more employees like Victor. read more

Just got committed fraud by this T-Mobile in Rockwall when they forced me to upgrade to the Magenta Max plan they set it up for 9 lines instead of the 3 I only needed and never authorized it. Months later I catch it and they say I can only dispute the bill for 60 days. T-Mobile credited like 4 months after much haggling with managers so they still owe me over $620. read more

My husband needed a new phone and we decided to try T-Mobile because they have a Magenta 55 program for adults over 55. We went into the store and were helped rather quickly. The young lady who was helping us was trying hard to make us happy. We ask about phone promotions and she said the IPhone 12 Pro was on promotion for buy one get one free. We happened to glance at the IPhone 12 Pro Max and ask if that was available on the same promotion. She wasn't sure so she went back and ask the manager in the back. She came back to us and said that yes that same promotion was available. We only needed a phone for my husband but if it is buy one get one free who wouldn't take advantage of that? We both had to get minor repairs to our phones in order to get some trade in value. We got them fixed but it cost us $100.00 only to get $55 and $35 for them. That was a bad sign. Then after 4 days someone from the store called T-Mobil customer service and had our promotion canceled. Why we do not know. Our bill was larger than what it was told to us. They are charging us for both phones. I called T-Mobil customer service in October, December and January to resolve the issue. Each time they told me it was fixed and the promotion would be honored. It has never been corrected. Mistakes happen but when I am told something I expect it to be honored. We would have only purchased one phone if I knew we would have a business going back on their promotion. I am not happy and I want them to honor the promotion and credit me back for the months of paying for two phones. When this is fixed, I will return to AT&T. To me there are not any "good" cell phone providers, but some have better customer service than others. I am very disappointed in T-Mobile and will never use them again. read more

Nohemmy was so patient with this I'd lady that just got an iPhone 11. My kids want me to be 'technically advanced' so they bought me one. It took quite some time to transfer my stuff and she explained everything that was going on, kept me updated and was helping other customers at the same time so no one would be kept waiting. I live in Dallas but I came here because the T-Mobiles I've been to in Dallas aren't so helpful. Thank you. read more

My iPhone screen was cracked and we wanted to find out what else was available to us. The manager of the store was not really personable, she just read off the cards for the products. When we asked what the differences were, she didn't have an answer, the phones were locked into place, we could not look at them. We currently have an account with TMobile, but will not be returning to this location. She was not friendly and her staff looked unhappy as well. Not an atmosphere that appreciates their customers, we will not be back. read more

The manager is very rude and immature. She threw her employee under the bus instead of taking responsibility for a mistake that was made under her supervision. She needs to be taught how to accept responsibility and figure out how to make a customer happy, not treating the customer badly. read more