I don't do reviews or surveys and these days, service normally sucks at most places, but this one I'm doing no matter what. The 6601 Davis location is a must. I've learned to only go to authorized locations and this one is the-best-one by far in Pensacola. Anyway, looong story, short! I had a life or death problem today that I couldn't figure out and my only avenue was to call the "phone-place" to find someone smarter than I... I also knew for a fact my problem was TOTALLY not their job. Well they literally helped me anyway when they didn't have to at all and it's time for some RECOGNITION!!! Not only was the lady who answered the phone extremely courteous and helpful in finding out if they could even help me. I also had THE-MOST-EXCEPTIONAL-EXPERIENCE when the manager John T. met me at the door having absolutely no idea what he was about to walk into. (I'm 6'4" and autistic so I'm very overbearing and overwhelming quite often and I get it) Anyway, the man got the job done in under 20 minutes and while me being stressed to the hilt about to keel over.. I bet his heart rate didn't go above 55 BPM. I'm talking cool, quick, methodical and thorough. He deserves more than praise for going above and beyond with my problem, that definitely wasn't his while taking the time to do something frustrating, for me, that definitely was not his job. He got it done for me costing a whopping .99 cents a month to that messed up cloud thing and I will tell you I'm only upset I couldn't give him 10 stars personally. Yes.. 10, a whole sky full of stars really. I'm also going to go higher than this because when it comes time for advancement he better not go unnoticed by his regional manager or T-mobile with acts like this on their records of him. Stuff like this deserves way more than words or awards. I'm gonna spell this out in all caps ONE-HUNDRED-PERCENT this made the company look better in my eyes when it seems big corporations only care about the money, I will always have phone service with T-mobile because of him. I seriously hope the experience is the same for all of you reading. Thanks again John... man I can finally breathe!!! read more

They do not back their products! DO NOT GO TO THIS T-MOBILE STORE OR ANY OTHER T-MOBILE STORE IN THE PENSACOLA AREA! Go to Best Buy!!!! Whether it's a phone, phone screen cover, or phone case... If anything goes wrong, they do not back their promisies or purchases. You have to separately buy their insurance for them to back their purchases. The entire point if buying products from them is for them to give you phone support... Which they do not do. The purpose of buying a phone case and screen protector is so you don't have to worry about insurance. There is no point of paying T-Mobile for a screen protector or protective case, if you pay for insurance!!! T-Mobile does not work with ZAGG or Otter Box! If you made the mistake of buying either of those from this T-Mobile store, they will not help you and they tell you to contact those companies separately. With no assistance. Purchase your phone and phone plan from Best Buy! At Best Buy, you can purchase the same things, and Best Buy WILL back their purchases! And usually Best Buy is cheaper or will give you a coupon or throw in free promotions. I feel sorry for you if you waste your time and money by going to this T-Mobile store or any other in the Pensacola area! T-Mobile does not troubleshoot phone problems. They do not replace phone screens. They do not work with Otter Box if your phone is damaged. Phone, screen protector, case, or other... Best Buy is friendly, helpful, does trouble shooting, does iPhone maintenance , and does what it's supposed to do. This T-Mobile store on Davis, and all others in this area, gets you to pay for things, guarantees support, then uses fine print to not have to help you with purchases or other problems. When you do have a trouble shooting issue, this T-Mobile just tells you to download the T-Mobile app. There is no reason to throw away your business or time and money, by going to this store ir any other T-Mobile store in the Pensacola area! Also, when they make you wait for 4 hours, and all you see the employees doing is screwing around and laughing with other coworkers... this T-Mobile does not allow customers to use the bathroom. Even when they have you waiting for 4 hours watching them joke around not doing anything in their job description... They tell you to leave and go to TJ Maxx or Books-A-Million, further down the road... So if you do go further down the road to use the bathroom, don't come back to this T-Mobile store! Just keep on going down the road to Best Buy, because they will actually do their jobs and help you and honor the things that they sell you. read more

Don't waste your time!!! You are better off wiring on the phone to talk to someone who can help you vs talking to these idiots... I returned equipment there, told I was all set, was given a receipt, and left the store. 2 months later I'm still being charged for the service for a that I do not have. Just given the shrugged shoulders, like oh well we have your money already, there's nothing we can do. Oh and an offer to transfer my current cell phone to r-mobile. If this is how you treat your customers by just taking their money without providing the entire service, why would I add a cell phone to my worries? read more

Dont shop at this location. I got here at 6:15. Just now leaving,7:15 and still I have not been waited on. The customer service is horrible

Met at the door by a rude customer service rep that didn't know what she was talking about and tried to immediately dismiss us. Then sent us to the manager who was patient but clearly communicated that as a Sprint customer this wasn't his problem, even with T-Mobiles acquisition of Sprint accounts, stating Sprints poor business practices are the reason they are not around, as if we could control that. He spoke over us. Failed to recognize that this issue may not be just affecting our family but also other military customers and may have financially affected us for far longer than we are currently aware. Manager never even bothered to access our account to validate the issues we had and wouldn't read the secure text chat we had with sprint that directed us to come to him. He directed us right back to Sprint customer service over the phone. Also refused to validate the T-Mobil representative that poorly dealt with our situation in February and failed to offer the Military Plan. This, in our opinion was a fraudulent business practice/behavior that needs to be looked into more closely by upper leadership. We were in the store for three hours trying to get our issue rectified and repeatedly witnessed the first rep dismiss repeatedly dismiss other customers. Pensacola is a great city full of future pilots, aircrew and maintainers that are just starting out in life as well as veteran retirees that are too old to work living on a fixed income with everyone else in the middle. We could have easily walked away but once we found out the the money we were losing because T-Mobile failed to ensure we were on the best plan. After approximately 18 years loyalty with Sprint to include the T Mobile merger we felt taken advantage of. Trust was lost. We upgraded a phone plan when the knew we were military and failed to provide the military plan as an option, what we can only deduce was for profit. The question begs how many other young Sailors, Marines or Airman are not getting the plan built specifically for them. How many are not being informed upfront because of the semantics of we can't accept or ask for a military ID (but you can recognize) as an opportunity to provide a plan that's built for them and their families. Since our perception is that T-Mobile has no concern for the sprint customers they have acquired we will be seeking a new cell provider at first available opportunity. read more

Horrible service by a woman who says her name is tristan,no name tag to be identified . Red hair Extremely rude, I have a business account, asked her to charge a tablet for me and declined to do so because "she doesn't feel like it" . Then I asked to see if she can activate the sim cards on 2 tablets just bought that were not working properly, and she said she charges 10 dollars to do so. Throwing my devices and slamming the tablets on the counter. Hope Its covered in the warranty. read more