I would very much like to speak to the owner of this T Mobile store!!! I did not switch from Verizon to T Mobile to get treated this way at all, you should be ashamed three thumbs way down.....I walk in there to get service and 2 women and 1 guy are sitting around talking, I waited when they noticed me I said I broke the glass screen protector and need to order another one. They looked at me like I grew another head? Then told me they don't carry that, I said I know but you can order it and when it comes in I will come back to have it put on, they don't do that either? They told me I had to go to another store? Why are you in business if you can't service anyone? I asked if they could call the other store and ask if they could help me, they actually looked at me and said that they don't have any phones there? Are you kidding me? What do you do except make people angry? Please I pray that the owner sees this review and gets in touch with me because the three stooges, Larry, Moe and Curly are sinking your business, no wonder all the reviews are terrible these people are giving T Mobile a bad name!! I am seriously considering going back to Verizon or some other carrier because at least they know how to service their customers worst experience today!!! Find another line of work because phones are apparently what you know nothing about. read more

Extremely Disappointed - Unprofessional and Disrespectful Service I want to preface this review by saying that I have never written a negative review before. However, the treatment I received at this T-Mobile location was beyond unacceptable and needs to be addressed. Furthermore, they only received one star because submitting this review without it was not possible, otherwise, it would simply be a zero star. After a great experience with T-Mobile Support on 6/9/25, I visited this store to exchange a phone that was dropping calls and to pick up my replacement device, which had been delivered to this location. As I walked into the store--which reeked of marijuana--I noticed a male and female employee sitting around, wearing headphones, and scrolling through their phones. I greeted them politely, but neither one acknowledged me. I approached the desk and asked the young lady if my phone had arrived, explaining that I hadn't received any notification yet. She looked at me and asked dismissively, "Did you get a text message?" I replied, "As I just mentioned, no--I haven't." She then said, "Well, when it's ready, you'll get a text," and made no effort to help. I left frustrated but stayed calm. Three days later, on 6/12/25, still without a phone and no communication from the store, I contacted T-Mobile customer service again. They informed me that the phone had, in fact, been delivered to the store on 6/10/25 at 10:48 a.m. I returned to the store and was met once again by the same disengaged employees. I explained my situation and asked to pick up my phone. A third woman, who introduced herself as the store manager, appeared and told me they were having system issues and I couldn't receive my phone at that time. I explained the urgency--this is my work phone--and asked if there was anything that could be done. She told me I could come back later. Instead, I chose to wait at the store, which clearly annoyed the staff. Miraculously, within 10 minutes, the system was suddenly working again. They asked for my old device in return, which I provided, only for them to falsely claim it was "not in good condition" and refuse the exchange. Frustrated, I drove to a different T-Mobile store on Portsmouth Blvd in Chesapeake, where I was treated with the respect and professionalism any customer deserves. In less than an hour, I walked out with two new phones and exceptional service. Final Thoughts: This original location was not only unprofessional, but also disrespectful and unwelcoming. The store environment, the staff's behavior, and their unwillingness to assist a long-time customer was appalling. I hope T-Mobile corporate takes appropriate steps to address this kind of service, which completely contradicts the company's usual high standards. read more

I stepped in as the brand new manager less than 2 weeks ago , based off of listening to customers experiences , observing the disaster of what the call a staff and the way they not only treat eachother but the customers, well I can't say I have ever seen or experienced anything quite like it in my very productive professional life. I am glad I was able to make a few experiences great for people , and was actually able to troubleshoot and fix quite a few phones versus sending everyone to the expensive geek squad instead of even trying like all of the employees I were given to babysit , I wouldn't recommend this place to a rabid dog! They don't follow privacy laws with peoples information , they accept terms without even showing the customer what' "they are agreeing to on the customers behalf " the employees almost physically fighting with eachother in front of customers , the general lack of respect for the customers is just appalling. I made several improvements in my short short time there despite not being allowed to complete my required new hire training , and coming from management from another carrier they knew this training was imperative for me because tmobile systems were totally different than my previous carrier . They basically threw me in there to be the manager , a babysitter , a trainer , a referee , a therapist , a punching bag and then treated my like total trash . Trying to make me open the store on my own because there excuse for a staff didn't show up again and I just finally got into training 2 days ago and made them aware I was not comfortable doing so with a knowledge gap. I then wasn't a "fit" if I wouldn't do as instructed so I of course agreed if this is what you do to people no I'm not a fit , buyers beware read more

Worst customer service ever. No one acknowledged me for 40 minutes. When I said I wanted to upgrade, employee went into back, came back out and stated they didn't have any iPhones. Lies, another TMobil stated they were able see they had iPhones in stock read more

Can't believe this location isn't listed in Yelp. Went to this store to get a new phone transferred and received the most exceptional service from a young man named Denzil. He took his time and explained everything to me while my info was being transferred from one phone to the next. Couldn't believe how patient and mannerable he was with me. Hard to get good customer service these days so I just wanted to give him his KUDOS. Thanks Denzil for an easy transaction! read more