This T-Mobile location in Fairfax, VA is hands down the best. From the moment I walked in, I was warmly greeted and immediately acknowledged, which already set a great tone for the visit. I was introduced to the associate who would be helping me, and he explained the entire process step by step. He was friendly, patient, and genuinely helpful throughout the whole experience. The process was smooth and easy--completely the opposite of what I went through at another T-Mobile store just down the street, where the staff was rude and unwelcoming. The difference in customer service was night and day. I highly recommend coming to this Fairfax location if you want to be treated well and actually feel valued as a customer. You won't be ignored here. I'll definitely be returning, and I'll also be reaching out to corporate about my experience at the other location because this store shows exactly how customer service should be done. read more

Our sales team rep, Anthony, was friendly. explained everything and made sure we were set up with the best equipment for our needs. This was our 2nd experience with this location and both times we were very satisfied. BTW the new internet plan is working great! read more

Do not visit this store. I was completely scammed by David on June 15, 2025. I went in to buy new phones for myself and my son - we are on the same account. David told me I could move my husband's phone over to my account and get the 3rd line free. After agreeing to the new phone prices and plans, David casually mentioned that I would also be charged $190 for taxes on the phone and "set-up" charges, which was frustrating, but I agreed to pay. So then my bill came. I'm getting charged for all 3 lines. I just spent 30 minutes talking to customer service. It turns out the plan that David put our new phones on is NOT eligible for the 3rd line free promotion. The only way we can get my husband's line for free is to move him to a new phone number, which he's clearly not going to do after having the same number for 20 years. Even the customer service rep said she wouldn't change her number, after her I asked her if she would be willing to do that. I should also mention that my husband was in this same store a few weeks before I was. He too was given false information and his bill (before I moved him to my account under false pretences) was higher than he had been promised as well. Bottom line - I was scammed by David into thinking I would be able to move my husband's line over for free when the promotion only applied to NEW lines being added to the account. That explains why he gave me a new SIM card for the 3rd line, never mentioning that the promotion would require my husband changing his phone number to the new SIM card number. I hope he spent his commission on something nice. read more

Drove 25 minutes out of my way requesting help with application for a screen protector on a T-Mobile phone and was turned away! At least their customer service is consistent with their service!! read more

T-Mobile Experience Store - T-maybe!! - Mobile Phones Near Me - Fairfax, Virginia

Outstanding Customer Services! I had a great experience with Mike at T-Mobile store -Rose Hill Plaza. Mike greeted us with a big smile and explained everything professionally. He made the process of transferring our 4 lines incredibly smooth and stress-free. Mike was patient, knowledgeable and expert. Mike & Johnny even offered us pizza when they heard my little one sayin he was hungry! It's rare to find this level of service these days. Thank you Mike for making this experience one of the best read more

5g doesn't work in northern Virginia with two year old phone. Have to set it to LTE so I can have reliable service. Went to Hilltop store for help and Edgar was more interested in selling me WiFi than fixing my problem. Out of desperation, I made an X account to contact T Slowbile customer service. Got a DM asking for details and then never received a reply back after I sent them. That was three months ago. This is hands down the worst cell phone service I've ever had since having Cingular in the early 2000's. It amounts to fraud. This company steals money. read more

Great friendly staff. Service was fast and everyone was extremely helpful and knowledgeable. read more

T-Mobile Experience Store - Inside of the store - Mobile Phones Near Me - Fairfax, Virginia

Came to the store to simply return my wireless box and I was told I had to wait even though he admitted all he needed to do was provide me with a receipt. I should have just mailed it in. Terrible service. I left. read more

Terrible service, I arrived, they wrote me down on a list and when an agent was free, he attended to someone who had arrived after me without even asking, then when I expressed my annoyance, someone even less polite came and asked me if I was calling (he said another name) and I told him I was not that person but I was here first and that I just wanted to ask a question, he told me I had to wait because he needed to write down others who were arriving! In short, 1 hour in the store without being able to resolve any issues! I decided to leave, I didn't have time anymore. read more

Got to this T-mobile location with my wife, because we had such bad experience at the Main St. & Pickett Rd, Store 9856. My wife and I were immediately welcomed by T-mobile Expert Karla P. She was exactly the opposite experience we had at the Store 9856 location. Very nice, young professional smiling and willing to help. I felt like she just graduated from the Customer Service Academy. Everything was perfect, and her knowledge and patience is very appreciated. I also have to mention that the positive atmosphere was in the entire store. Karla borrowed to another associate her iWatch as her colleague tried to explain something to another customer. Their T-mobile shirt surely represented the company, but also and at the same time the TEAM WORK!!! Thank you Karla P for this amazing experience. Your location and your team behavior saved T-mobile a customer!!! Will 100% recommend this store to my family and friends!!! read more

Worse customer service ever, the lady Karla was very rude and disrespectful, i tried to talk to manager and the manager was even worse, i do not recommend this location. read more

I got really great service from a caring, knowledgeable and professional staff. I was able to easily move from my expensive ATT account to their service. I highly recommend! read more

Was totally scammed over the weekend. The shifty, shadey ass kid that screwed me over flat out lied to me and said that the "Jump" plan that i was on no longer existed, just in time for me to "not" upgrade. So now, i'm stuck with this old phone for another 9 mos. after signing a different plan. And to think he acted like he was doing me a favor. If i could give zero stars i would. No wonder it was empty there; stay away from this location!! Nice T-Mobile - you just lost a previously, long time loyal customer. read more

Went there to get a Samsung watch yesterday. Service seemed great Eugene was really nice. Brought 2 samsung watch 4 and Samsung active 2 watches and thought that everything was going to be great. I would be able to leave my phone at home and take my watch with me to receive calls and text on my watch. BOY WAS I WRONG. Brought the LTE watches created a data line for them both. And guess what.....no data unless I'm connected to the phone via Bluetooth. Well Bluetooth has a range and I can't leave the phone at home and even walk around the neighborhood because the watch loses connection to the phone and them I'm SOL. Sent 3 hrs on the phone with customer service to find out that on we can set it up so you can do that but your watch will have a completely different number so if someone will need to get in contact with you they will need to call your watches number. Same thing for text. I am bringing the watches back and looking for another provider. Was completely lied 2 and will never ever recommend sprint or t mobile to anyone. DO NOT BELIEVE THE LIES ABOUT LEAVING YOU PHONE AT HOME. read more

Here's an update to my review over the past few years. The customer service (not in the store, stay away!) has been better and we switched to Google Fi for our iPhones. Bills have never been lower and there are some great promo codes to save $20 yourself and if you get someone else to join to save $100, just google it. Only downside is the visual voicemail but google converts them to text so it's not that bad. It also uses the TMobile network so same service area. See ya TMo, it's been fun... read more

Not the friendliest store I have seen, good for basic tasks like adding line...etc This is why I stopped going to physical stores, prefer online or phone support read more

Jinda was more than helpful. I came in with a friend Amer who was the customer. Kinda really went above and beyond when it came to helping him with his blackberry issue. He had the phone for just over a year and it started acting funny. He was down on his luck with this things and it simply stopped. He was going to be forced to shell out a ridiculous amount of money. Jinda looked at all the avenues to help My friend Amer find a solution to the situation that would be minimal cost. He has been a loyal customer for 7 years. Because of the help she have him e will probably continue to do business with T-mobile for 7 more. If you come here see Jinda. Be nice she deserves it. read more

T-Mobile Experience Store - T-Mobile in Fairfax Va - Mobile Phones Near Me - Fairfax, Virginia

Ooh gooosh. I bought the phone. It was gift for my friend. But guy who works there didn't ask anything, he just open it, connected with wifi. I asked why do you do that, why didn't you ask me, what are you doing? He said i am manager. I know what i am doing bla bla bla ..... i am so upset. My feeling is like i bought the old phone. It is 1218$. It is not little money. I want to feel the happiness, i want to pay 1218$ for happiness read more

Horrible experience!! I'm Never taking my business to that store again. I've been with TMobile for close to 14yrs and this is the first time I've experienced an employee at a store be rude to me, a customer & threaten a TMobile agent on the phone. He was very Unprofessional and a Liar! I wish I could give less then 1 star!! His 7yr customer service was Horrible!! I feel this employee should be FIRED!! read more

Customers had to wait over 45 minutes for service yet store manager walked around and would not help customers other then sign in. Horrific customer service. Go somewhere else. read more

I had a friendly associate help me out with a problem on my bill. I was promised that I would get $200 of the Samsung Galaxy Tab S2 when I purchased the Samsung Galaxy S7. I got a text saying that the promotion I got was terminated. I was mad since I did buy the phone and tablet which meant I should have gotten the discount I was told. My problem was solved, I got my $200 discount and the associate who helped me out was professional and knowledgeable. read more

this store is awesome. Assistants there are helpful. The space grey guy is nice and paitient. Four stars is for this tmobile store. the missing star is for 50 tmobile restocking fee policy. Because I purchased a sony z3 which you cant pick up a phone call while you are using apps. read more

My husband walked in on a Saturday and at the time there were only two employees and one customer. We just needed to purchase some new accessories for our phones. We were not greeted but were asked in a hasty tone, "What is it you need?" Before we could even get it out we were told that they no longer carry anything for our type of phones. We are T-Mobile customers for awhile now and even purchased our phones at this location and at the time the employees were above fantastic. I am not sure what happened or what was going on at the time we needed assistance but we decided not to return to this location but will go to other locations for our needs. read more

Absolutely the worst experience, waited almost 45 minutes to purchase a Sim card. Manager walked put twice and saw people waiting. I'm actually going to call t-mobile about this experience; such a shame since I've been with them for 10 years and wish I was with someone else now. read more

just switched to Tmobile. Went to the store with my husband to get our sim cards switched. The rep who helped us was Brian, he was friendly and professional, and the switch went smoothly. Overall a good experience. read more

if i could give them 0 stars I would. My mom went to this store to get my father a new cell phone and was met with a gentleman who immediately gave her attitude. Would sigh in her face, text the whole time, on top of this rudeness this associate gave her COMPLETELY different information from the other store. If you are going to have rude staff please at least have consistent information for your clients. read more

The service here is great. A T-Mobile rep name Justin assisted me on Sunday. He helped us(My wife and I) get signed up with T-Mobile and assisted me with getting a new phone which I got the Samsung Galaxy S8. He was very patient with us and had no problems answering any of our questions. After the purchase of sale was made, he provided me his business card in case I had any questions. Today I had emailed emailed him about the BOGO offer and provided me with information about it within minutes. He also gave me info about a promotion Samsung was doing for the entertainment kit. All in all thank you Justin for your great customer service! read more

bunch of inexperienced kids ... worst customer service ..half of the team was busy watching TV ...