I came in very distressed about my daughters phone and needed it fixed it was calling 911 instead of powering off The staff was not accommodating at all the only thing they said they could offer me was an upgrade instead of trying to help me fix the problem they then started messing with the phone and doing what I asked them not to do because it keeps calling 911 they then did a call out to 911 by trying to power it off which notified my entire family and everyone in her contacts a complete nightmare and we can't contact staff really needs to be educated on how to handle technical issues read more

Let me first start out by saying that I know it's not the store's fault that they can't really do any sort of customer service in store, but I am incredibly irritated with being told conflicting information over and over by the employees of T-Mobile. My family and I have been with T-Mobile for about a year now and have had nothing, but headache after headache. The store we originally signed up with in Troy, Michigan was great and always willing to go above and beyond to help out. Unfortunately for me, we still had many many headaches: my boyfriend's phone he traded in was shipped to the wrong location and was destroyed therefore we were set to receive no money for the trade-in, after arguing on the phone for weeks I was finally given my trade-in credit. Then, we were told we could only receive our military discount by applying online and nothing could be done in store, it took 8 months for that to go through and only because I sat on the phone with someone for hours to verify everything was processed. Fast forward a couple months and my guy and I decided to purchase the new iPhone 6+ at this T-Mobile location in Clermont. The associate was very nice and since we needed to go home and back up our old phones before trading in, he gave us instructions on what to do so we wouldn't have any issues with the trade-ins. He also made a note in the system that he inspected our phones and everything was good to go. Now after everything was (or so I thought) settled, my grandfather (who was on our family plan) suddenly passed and we needed to remove him from the account. They would not even remove him with-out seeing a death certificate and kept harassing my grandmother for payment. I had to then go back into the Clermont store and sit on the phone with customer service since they are unable to do anything customer service related in the store. The associate did not seem like he really cared at all about what was going on and just stood at the counter flipping through his phone. After spending about an hour on the phone, again, we were able to get everything settled. I repeatedly asked the woman on the phone if the military discount was still being applied and she assured me that it was. After I hung up, the assistant manager at the store took a look at the account and told me we were going to have to reapply for the discount! WHAT!? I was so furious and yet again he said there was nothing he can do. We're almost a year deep with T-Mobile and it's been nothing, but problem after problem. Going to the store is useless and this store is really hit or miss with whether they want to help you or not. Word of advice, run away from T-Mobile. Run as far as you possibly can! read more

Excellent job setting up my phone. Customer service excellent and very friendly as well. I was happy with the job they did and would recommend this t-mobile too anyone. Again excellent job staff !!!!!! read more

I went to the store on Sunday, 8/22 and had the absolute rudest experience with Kevin. I had an issue with my phone. While being there for about 5 minutes, he took a call that went about 15 minutes. Not once did he gesture to me or acknowledge that I was his in-store customer. The conversation was very repetitive and in hindsight, I think he was rude on purpose. When I got his attention, he proceeded to ignore me. He then tells me that my issue could take a while as to imply that I could wait. He then refused to service me. I plan to take this issue to the highest level that will listen. The way he handled my service is an embarrassment to the T Mobile brand. I do plan to change service providers by the end of the week. I am quite angry. I ended up going to another store and was advised that my issue with not being able to connect to a T Mobile network while in my home is a major issue with Galaxy 8. How does that help me? After all, I am using the new sim card that was sent to me. Pretty sure I will be switching services by the end of the week. I was presented with an option to upgrade but my phone is in mint condition and worked just fine before! Very disappointed. Have chatted with several agents on FB, getting different stories from them all. Time to change providers. read more

I have had terrible experience every time I've gone to this store. This time Customer Care (611) advised me to take a damaged piece of equipment to the store to exchange it. I went there and was told no, they couldn't exchange it and I would need to call back 611. Then Customer Care exchanged the unit for me, but also sent me a signal booster by mistake. I called 611 and they told me just to take it to the store and the store could return it. I tried, but the store clerk rudely told me they couldn't take it and that I would need to call 611 again to return it. What a run-around! It's like 611 Customer Care and the stores aren't even on the same planet! But at least the 611 reps are very nice and friendly - the ones in this store act like they couldn't care less and you're just wasting their time if you're not buying a new phone. read more

The worst! Racist!! Horrible- The whole staff doesn't want to work unless they are making a sale. Lazy. Unprofessional to speak spanish to your coworker in front of a non spanish speaking customer. Gabriel is the worst. UGhhh! They roll their eyes and sigh huff and puff. Never have I ever experienced such horrible customer service. Go else where call the 800 number to order a phone accessories etc. Once you buy from them you are on your own. They don't want to be bothered with any customer service issues and just want sales... My brother went in for help with switching to my family plan and without even looking at the account to see that he was added as an authorized user they turned him away saying they could not help him.. They could at least assist you with calling the 800# for you while you are in the store- not turn you away... Eek!! Methinks NOT!! read more

If I could give 0 stars I would. I walked in and there were two employees helping customers and a manager standing holding the door open to the employee break room. She was just talking to other employees casually and when I walked in she looked at me and proceeded to go in the break room and shut the door. I stood waiting in the store until an employee still helping another customer asked if I needed help. I told him I needed to jump my phone and he said okay let me grab someone for you. The manager came out finally to help after ignoring me. I told her what I needed and she kept trying to push me to upgrade my monthly plan which I didn't want to do. When I told her no she instantly got rude. Then she tells me to transfer my pictures and applications I can only do that by paying for more iCloud storage which ISNT true. T-Mobile offers an app that will transfer your applications and photos which I used last time I upgraded my phone. Also I can keep both phones for two weeks and transfer all my data and return the old phone. (Which she failed to mention) then she noticed a small crack on my phone and told me since there is physical damage it'll be $300 for a deduction on a leased phone. I was shocked to realize the rude pushy woman I was dealing with is the MANAGER Kyara. All she wanted was to get as much money out of me as possible. I decided to go to a different location definitely won't be going back. read more

The Best Customer Service Ever by Gabriel, at the T Mobile Store in Clermont Florida 34711! Gabriel, was very friendly he helped me out a whole lot,I was the second guest that walked in the store on Sunday 10/04/2015 at 11:00am. I was going crazy all night due to my cell phone being lost. I arrived at T Mobile not knowing what the outcome was going to be and I was truly Blessed this morning! Anyone that needs help I will defiantly recommend going to see the Hispanic guy named Gabriel, he's wonderful. Gabriel, also hooked me up with the best of accessories that were also the cheaper more cost effective ones. read more

Worst customer service skills, management needs to be retrained and learn to know how to deal with an upset customer of 8 years. Will definitely be taking my business to Verizon, T-Mobile is constantly messing up back to back but this Clermont location was the last straw. read more