Unfortunately this is my neighborhood TMobile i had a great experience with Eric the day before. I come in the next day but seems like he is the only who knows what he is doing! Waited for him due to a female with brown hair being rude and dismissive she had little info on what i needed and was very inpatient with questions . She didn't want to help at all. If you can go to another TMobile location further it's worth the headache and lack of knowledge at this location. read more

After calling the store today, the young man that answered the phone was completely awful. As a costumer I think it's fair to call a store if I have simple questions concerning devices but it he man who answered was Extremely rude and wouldn't answer any of my questions because he was too lazy to figure it out. Will never be coming to this store. read more

TLDR: As a worker please don't take off a screen protector off a phone to be traded in that cannot be put back on if you don't actually have the requested new device isn't actually in stock and not check beforehand. So this happened Thursday January 25th 2024 at around 6:30pm give or take, now this store, on Irving Park Road, closes at 8pm as well as the one on Pulaski Rd. As a bit of exposition, the day already been stressful and my significant other's mother was asking to trade in her phone for a new one since it's under their mothers account. We are both exhausted from walking around for most of the day getting things done as well as it was raining. We walked in and were asked to come near a work station near the back. It wasn't especially busy this time of night, but it appeared there were only two workers and another was busy with another customer. Unfortunately I didn't get this woman's name but she wore a face mask, had long dark hair, tall, and a darker skin complexion. I'm not sure what kind of day this woman had, working in customer service can absolutely be draining from experience, however she acted quite aloof and disinterested. Not really much to help, but rather just to get this interaction done so the time ticked closer to closing. For the most part it was cordial, going through the motions respectfully making sure all the info was right both on our end and the companies system. The phone we were requesting was an iPhone 15, as of right now the new Apple phone on the market. We had discussed this with the employee and were under the impression everything was going smooth and on track to get this new device. We get to the part where she needs to inspect the current phone of my partner to ensure it can be traded in. My partner had an Otter-box case and a screen protector. Before I go on, lets play: "What we should've asked" 1. "Do you have the 15's in stock" 2. "Can you do this without removing the screen protector" 3. "Can you tell us where we can find the device if it's not in this location" So why did I do that? Because what happened next devolved fast. The woman would go onto removing the case, the screen protector, the sim card, etc to check. Once that screen protector is taken off, you can't put it back on. After she double checked with her other coworker she then asked once more what phone we were requesting to which they looked it up. Only then telling us they don't have any 15's in stock. So she FULLY REMOVED the screen protector to not even have the phone in the first place. Could we have asked what I put above? Yes, however not only were we exhausted from the day, but we trusted this person as someone working in the store who has been trained by the company to be able to help the client without potentially endangering the device if the request can't be fulfilled. If it's the company, then why is it policy to check the device BEFORE EVEN KNOWING IF A REQUESTED DEVICE IS IN STOCK. I understand what I have said will come across as selfish, petty, and "Karen-y", however my partner's phone is very important for her job and day-to-day so if it drops and cracks then she's liable and won't even be able to trade in the phone cause of a choice/mistake the company made. While the argument can be made of "why not buy a new screen protector?" and "Why get the newest phone?", every dollar we have we have to be careful with, which means it's harder to justify paying for a replacement that can range between 5 and 20 dollars for something WE DID NOT REMOVE. We only came to trade in due to a good offer we were given that would be worth our time and funds. After telling us there was no 15's, the worker suddenly got a lot nicer to us and empathetic, which she wasn't before, telling us to try another store if they had any in stock. Let's keep in mind, T-Mobile stores close at 8pm and at this point it's quite close to 7pm after all this. She recommended the closest store, the one on Pulaski since it would be 10 mins away by car, 40 walking (we don't have a car). We left and the rain was falling harder, both of us were too frustrated, hungry, and exhausted to even ask for a new screen protector at this point. We popped into a local Marshalls to get out of the pouring rain and figure out what to do next. I suggested we call the T-Mobile on Pulaski to make sure we can be helped before we walked all the way there for potentially nothing again. So we did so, went through the automated options, and got to "Check Inventory". Here's where things went from worse to infuriating. The gentleman that picked up, when asked if they had any 15's in stock, had her hold to then tell her they can't tell us because it was a security concern. She explained the what happened and asked "After everything, you can't tell me if its worth my time to walk over there if you're not going to help?" He said "no" then "Have a blessed day" before he hung up us. Still not resolved, do better T-Mobile. read more

I just had the best help with a phone I've ever had from anyone by Melissa at this store. She's super nice, charming, and helpful. Solved a problem created by an entirely different company and navigated it coolly and calmly. What a badass. T-Mobile's a bullshit conglomerate, but Melissa is an awesome person. If you have issues with your device, she and this location are helpful. read more

Guy was rude and unhelpful. We were trying to open an account together and he kept forcing one of us to leave the store in and out because of covid, but we were the only two people in the entire empty store. We'll never go back and I'll probably stay with verizon. read more

Bad customer service! The salespeople are not helpful and are dismissive. I wanted to upgrade my phone and was told that they did not have the model I was interested in on display although they have it in stock for purchase. I asked if I can see it and was told I have to purchase it in order to see it. What? I was then ditected to the other t mobile stores in the area and told that would be my only option if I wanted to see the phone! Im not surprised that they had no other customers in the store on a Saturday. I bet they were sent away to other locations as well. Ridiculous! read more

Great and quick service. Naomi helped lot. She was so friendly and explain everything very well. thank you so much read more

Really great service here form Alvaro! He helped me switch over from AT&T and get a new phone. Whole process took about 2 hours but that's pretty normal from my experience! Will definitely go back and ask for him next time! read more

Minimally helpful. Treated me like a phone number and not a person and rushed me out. They replaced an old dead phone with a newer one but did not come up with any way to get data from the old phone or simm card to the new phone. 5 years of photos lost. read more

Found the customer service very lacking here. I have been with the company for 10 years now, yet when I inquired about changing my plan was told I would have to pay a "migration" fee, which is pretty much the equivalent of a termination fee. The associate really did not make an effort to try to encourage me or direct me to a rate plan that would make me & my pockets happy. I plan on either going to a different location or dealing with T-mobile over the phone in the future. This location is not very helpful at all. read more

I have to agree with the other unsatisfied customers on this thread. I have been a customer for over 10 years and have referred at least 4 other people to switch to T-Mobile. My phone developed a "bleeding screen" I went into the store to find out what was happening and to get a replacement for the phone. The girl that waited on me was extremely RUDE. When I showed her the phone, she said it was physical damage and we could file a claim with the insurance company...I tried to explain that I had recently been hacked and had a bad experience with the insurance company...she interrupted me and said "let's just stick to what you came in for, what do you want me to do?" so I told her, I thought the phone was defective because I did not drop or sit on it, like she had suggested. She said "I can sell you a new phone", my jaw dropped and I said "are you kidding me?" she looked at me with a smirk on her face and said "no, I'm not" then I asked for a manager, she said there wasn't one there and i should come back tomorrow to talk to him. I said that wasn't acceptable..this went on for a while with her rolling her eyes and smirking and giving me sarcastic answers. We then went to sit at a desk where I tried to explain again what had happened in the past and why I thought the phone should just be replaced...she was condescending, interrupting me and said "I'm going to talk to you like I would my mother" ...excuse me??? then I asked for her name and she said that wasn't important. I insisted she tell me her name and she said "i'll give you a business card" i asked her again, and got the same answer, I asked her to call a manager at another store, she did and told him her name was "Liz" on the phone, I said "great, now I know your name, since you told him but not me" I got on the phone with the other store manager and made arrangements to go to his store and talk to him, since I was just getting attitude from this rude, entitled, unprofessional millenial. She told me I was rude and she wasn't going to stress out over me etc....when I was leaving she still hadn't given me a business card, I asked the other associate what her name was, he said "Lizette" then she came out with a nameless business card with Liz and an illegible letter after that in chicken scratch writing. When I went to the other store, the manager there, Vito, who actually sold me my phone when he worked at the store where rude Liz works, explained to me in detail the process and procedures and helped me to understand my options. this "Liz" should not be in customer service at all...she even said, we are just salespeople here, all I am here for is to sell you a phone, I can't help you with your problems... when I went to leave, the door was locked and I told her I was going to call corporate, she said "Go ahead...have a nice day!" with a sarcastic smile...I said, "can you let me out" and she looked at me and said "Go, leave now, have a nice day!" with the sarcastic smile again...I said, the door is locked, I can't get out...the other associate came over to let me out while she just stood there with the sarcastic smirk on her rude face. I would like to file a formal complaint against her, I have been a manager in retail and owned my own store...when you have a customer who is upset and unhappy, you work with them in a calm manner and explain everything to them and then pass it on to a manager if they are still not happy, you don't call them names, condescend, make sarcastic remarks, roll your eyes and call them liars! She's the worst...needs to be fired! I will be contacting corporate. read more

I went in this morning in a panic. My iPhone had fixed itself with an enlarged screen so that I was unable to do anything!!! Marisela S and Víctor R put their heads together and figured out a solution within 5 minutes! What peace of mind knowing there are people ready to help so near home. Thank you Sprint! Thank you Marisela and Victor!! read more

went to return a phone, JOSE, stole the sim card from the phone,only to tell us we had to go to an apple store. called him about the sim card, he denied it. it was there in the phone before we left our home . so what happened to it from our hands to JOSE;S hands. he called my daughter a bitch. he says he is the manager. rude , intolerable, disrespectful and doesn't know what he is talking about. read more

A rating of 0 should be allowed. My husband and I went to the store to buy new phones and switch to TMobile, and everything was going fine, until we this immature, unprofessional kid named Victor tried to upsell us. I'm not sure if he was trying to show us how much he learned in "TMobile" training camp, but his sale pitch was analogous to a used-care salesman pitch. Also, he was extremely demeaning and condescending toward us because we didn't want to buy all the things he said we should want to have on our plan, etc. I think the manager would benefit from giving him some training or removing him from the floor, because their sales are going to go down as a result of having this kid there. read more