Eddie was our salesperson and was amazing. He helped us upgrade 2 phones and get 2 watches, one iPhone and one Samsung. He was so nice and fun and had the patience of a saint answering all our questions. Everyone else were also friendly. read more

If you'd like to stand around for 20 minutes and literally not get anything done, and finally have to walk out because no one is paying attention to you, the one girl went into the back for the last 20 minutes, and the other guy has been on the phone with customer service who is just continually repeating himself, definitely go here! read more

These people are truly TOTALLY CLUELESS. The first time I went in to get a prepaid plan, they got me set up and checked out, but when I got home, 10 minutes away, there was no data and no phone. I went back and talked to a second staff person, who said that the first person should have taken out the sim card and replaced it. The phone then worked in the store, but when I got home there was no connection. I went back and talked to a third salesperson, who found that my new cell number was registered to another person. The manager stepped in to explain that their system was always out of date, called customer service, and then left the store. Customer service was no help, though the third staff person changed some settings and got it to connect. Of course, when I got back home there was no connection. When I went back the next day, the manager first said that I might live in a area where there was a hole in their service. When I asked for a refund since it was unreasonable to sell a service that didn't have coverage ten minutes away, they changed their story and said it was a problem with my phone, even though I had used the same phone for a prepaid plan six months ago. Maybe there should be a special "negative star" rating for places like this. read more

I visited the T-Mobile store in Cockeysville (10015 York Road), and it was not a good experience. The staff seemed to not be well informed about the product I was considering. This caused me to make a purchase that I later regretted. When returning the product, I was given a bad attitude by the manager Jeremy. Even during my prior visit, I had the impression of him that he believed customer service was overrated. During this visit, it was as If he took it personally that I was returning the product. I was given several condescending remarks to questions. He did not give me any information about the product I wanted instead. I ended up calling T-Mobile via phone and making the purchase. Overall, Jeremy was, rude, unfriendly, and I was only one step from canceling my service with T-Mobile altogether. I decided against canceling because when I usually call T-Mobile, I always get awesome customer service. This experience leads me to believe the same expectation should be placed on the physical locations. read more

Very bad customer service. Waited for 45min after making an appointment and after the employee was finished with one customer they disappeared and never came back. I am told to order online and get referred to the store and they lied about a promotion and would not help the day a promotion expired. Go Verizon and AT&T they are way better. read more

As mentioned in other reviews, I had the unique opportunity to visit and critique multiple cellular providers up and down York road in Baltimore County. T-Mobile ranked last out of the three I visited. The store location is easy to spot from the street and there is plenty of parking available. The store itself is beautiful and modern. Pink highlights kiss the white walls of their Apple-ish vibe while the newest gadgets twinkle along shelved boundaries. All of the products are active for realtime experimentation, and they are buttressed by accessories aplenty. Where the wheels fall off is with rocky customer service. From a product knowledge standpoint, they were seriously lacking. We tried to open a business account and no one was quite sure what to do. Once a meeting of the minds ensued, it was identified that all business accounts must flow through a dedicated B2B agent who wasn't physically in the store. Is there a greater breakdown in retail than "A customer enters the store with a fistful of money proclaiming 'Help me spend it', to which the retailer replies 'Maybe not today. Maybe never. Go away.'?" The overall vibe from the three employees we met was less than professional. We were being helped by a newer employee who looked and sounded the part, but just needed seasoning. We give him a "pass." His impromptu trainer was a sloppily dressed mumbler who never made eye contact with the customer as she tried to join in on providing a solution. Just weird. No crazy adventure here. Short, sweet, unsatisfying. For T-Mobile to improve this rating they need to train their employees on using soft skills for customer interaction, and change the flow of business accounts to secure in-store transactions while the money is there. Ultimately, another carrier captured that business. read more

T-Mobile - Nice place. Very clean and modern. - Mobile Phones Near Me - Cockeysville, Maryland

I went in tonight because the microphone on my son's phone stopped working. I was immediately greeted with a smile by Evan. I had a feeling this would result in me needing to get a new phone. Evan took the time to try to figure out the problem first and to see if he could fix it. It wasn't fixable so I told him that I was prepared to get a new phone. I asked a LOT of questions but Evan was extremely patient and knowledgeable. He stayed with me through every step. The store was experiencing some technical issues with the WiFi so Evan took great care to tell me exactly what I would need to do to get the phone set up when I got home. The process was extremely easy. Spending a few hours in a cell phone store at the end of a long work day is probably the last thing I would want to do but Evan was so pleasant that the experience was actually enjoyable. Kudos to him for his wonderful attitude and customer service skills. I remain an extremely happy T-Mobile customer. read more

Worst phone store I've ever dealt with. Making an appointment is a joke. They also have the laziest staff who are clueless about their own products. They are NOTORIOUS for just closing when they feel like, and use the excuse that their hours are subject to change because of COVID, and staff shortage. I watched them close up right after lunch for THE WHOLE DAY and they had 3 people laughing and joking about how they still get paid while they "done" for the day. Another time I bumped into FED EX guy who had a package for them, he said they never are there and never pick up the packages or call for re-delivery. The glass wall of the store was COVERED IN post-it types notices of missed FED EX & UPS deliveries. If u want a job where u don't need to know anything about cell phones, can come and go as u please, and don't want to actually work...and be in the store while cocked in...this is the place to apply for a "job". read more

I was greeted with a hello, and how you're doing, welcome to T-Mobile. How can I help you? By an employee named Mark, He is awesome! He really listen and sold me what i needed and nothing extra and he did not push anything or made me feel like I had to purchase something just because. He really completely understands, and cares about his work and customers as well doing the right thing the first time than to comeback upset or mad or "what if's" now Before I made the final leap from AT&T to T-Mobile. I must of talked to mark for well over an hour and even left the store and came back with more questions and he was very helpful again he took the time to explain things and helped me better understand things. That's the reason why I switched. Mark was professional, polite, funny, caring, so sure of his ability and knowledge of the product and service. He also took it a step further and was able to set up, transfer my number to my phone. He is the poster man for great customer service! However I'm not going to lie I kinda miss ATT but I don't miss the bill or head ache, and high blood pressure. So stop in say hi and ask for Mark! I am sure his fellow employees are the same but I only interacted with Mark. So no offense. read more

I went to a T-mobile store and was going to buy the Galaxy 8 with wallet in hand. I asked the sales agent what AOC was as it was listed on their advertisement in the store. He said I'm not sure... After a few moments of watching this person looking back at me with a dazed and confused look; the deer in headlights look... I said okay while you find out the answer, I'll wait here. They went off, never to be seen again. I asked the next sales agent the same question, they knew nothing about this but did provide a very useless answer that C stands for credit... wow... thanks as this was very helpful. This agent proceeded to say that he needed to go to the bathroom...okay.. thanks for the info and he disappeared in the giant crapper black hole. I proceeded to disappear from the store...never to return again. - If you're near or have the thought of going to this store... just say no. read more