Let me start by saying this is purely my opinion... but the customer service at the T-Mobile on Staples Mill Road is so bad it almost deserves its own Netflix true-crime documentary. I'd compare it to the DMV, but honestly, that would be an insult to the DMV. This was my experience: I was called four different times and told my phone was "ready for pick-up." Mind you, I had just had a medical procedure, so I couldn't drive myself...meaning I had to arrange rides four separate times. And every single time I showed up? "Oh, it's not ready yet." Then why are you calling me telling me it is? Is this a prank show? Did Ashton Kutcher crawl out of retirement for this? By the fourth wasted trip, I'd had enough. I voiced my frustration to a sales rep, whose best response was, "Ma'am, there's other people that have been waiting." Oh, trust me, I know, I'm one of them. I've been here since 10 a.m., it's now 3 p.m., and I've practically aged a year in this store. His follow-up gem? "Ma'am, everyone has problems, it's not just you." Listen, I've worked in customer service. I know it's not all rainbows and unicorns, but that is Customer Service 101: Things You Never Say to a Customer. That's a guaranteed way to make someone go from mildly irritated to drafting an epic one-star review; like this one. I cannot stress this enough: avoid this T-Mobile like it's radioactive. If it's your only location nearby, do yourself a favor and switch providers. They clearly don't care about customer service, customer loyalty, or the fact that I've been a T-Mobile customer for over a decade. Well not anymore, I'm officially switching after this circus. read more

I came into T-Mobile to have my Hotspot turned back on after they were incapable of fixing it over the phone. I was frustrated by the phone service and worried as there were problems finding my order once I entered the store. Thank God for Kobe. Kobe was some of the best customer service I have experienced in years!! He kept a calm and cool and collected attitude as we faced the challenge together. I gave him the option to let me handle it and call the main office several times. And he refused saying we'll get through it. And he did! hooray Kobe! And he did it all while sharing personable stories and making me feel comfortable and welcome and like I've been part of his family for years! Kobe thank you for supporting me in my goals and I wish you well in your future dreams !! Whatever is happening at this T-Mobile Store is Magic and Kobe is the source! read more

When I walked up to the door, there were two signs one stating to forgive them, they were short staffed and to be patient. The other stating that they were going to close an hour early due to the fact they were short staffed. I was a little concerned because I have three kids with me and I didn't wanna wait or for them to be running all over because of the wait. When I went in the line was long, but you could tell that everyone was moving as fast as they could, and taking on multiple customers to make up the difference. My associates name is Corey and while he worked with me he also juggled three other customers. They all seemed happy with there services and I was definitely pleased with mine. There was a small wait but not nearly as long as I expected and I appreciate is the fact they were trying to make up for being short staffed. read more

I'm tired of everyone using the pandemic as an excuse for laziness and bad behavior. I switched over to T-Mobile almost 5 year's after being with Sprint for 15 years and finally getting tired of how bad things were getting with them. This is not my location and I never had issues with the previous team, but this group here is some kinda special! They made it on my rude crude and socially unacceptable list! I used to love this location and I stopped by to drop off a warranty exchange. You'd think something simple like that would be an instantaneous resolve, not in this store. What I thought would take 10min tops became an excruciatingly unacceptable length of time, to end up printing a label for me to ship it back myself! Lawd!!! I wasted valuable time due their inefficiencies. The rep didn't know how to do anything, and relied on his peers. Their ineptitude delayed the process.Go figure corporate America at it's finest! It seems as though everytime I go to this store, they become ruder and ruder each time! I'm taking it kinda personally. I think there's a warning note in my file that pop's up on their screen saying, "Trouble Trouble"! Why does it seem that some businesses are more thorough at providing lousy service vs. good customer service. I have been struggling with lousy services and lousy refurbished phones they package as new. I have had intermittent service/phone issues for almost 5yrs now. T-Mobile is so slimy! They kept the $1200 phone I used to troubleshoot "their" celular issues. After they received the loaner phone, they never returned mine. They're now claiming I never responded to alleged email's they sent me. Everytime I call I get a different story. The local offices are no different and claim to have no control of what customer service does. Why haven't I switched to another provider, you ask? Is it better anywhere else?? I'm going to give Verizon a try, at least their customer service is better. Anyway avoid at all costs!! read more

T-Mobile Experience Store - Emptiness - Mobile Phones Near Me - Richmond, Virginia

I love t mobile but this store has the worst associates.. everytime I go there there so unattentive... When there today and they ignored me and helped other people but didn't help me but I was there before them.. so I just walked out... smh read more

They are nice but are charging 50% more than what we were told when we switched over. We have tried to solve tge issue in several ways. I have called customer service, waited 3 billing cycles and returned to the store. They all insist that what the employee quoted multiple times to me and my husband and adult son was not the price and that the employee "made a mistake." Charging $50 a month more than what was promised. Of course the entire process took hours and cost fees so there's no point in changing plans again so soon. But if you are considering T Mobile because of some deal they are promising, you will not get that deal. read more

I wish I could give them 0 stars. I tried to come and pay my phone and when I came in nobody asked for what I needed, so I had to go and ask my self if they had to write down my name or what and the lady said yes. Then I asked how long would it take she said she didn't know, so I asked what time they closed so I come back and she said 9 pm. I came back at 7:30 pm and they were closed. Now I have to pay 40 extra dollars to activate my phone. read more

I strongly recommend not to go with this company!! They cannot get your bill correct!! We signed up for 3 lines-3rd free. The sales person even wrote it on paper of which I have. The first bill has me paying 3 lines. Then they even wrote down what our old phone trade-ins were worth and how much we would pay for the difference. The first bill shows "way" less than what we were told AND what is written on the paper! I worked w their "2nd" level (manager) to resolve. This person said it will all be ok now. Got the new bill today and its really out of wack! Shows I'm paying for "4" lines. We only have 3 phones! They are either VERY corrupt or have the worst accounts and billing group ever!! read more

Don't even bother driving here. The employees in this store couldn't be more confused. As a "Sprint - Now a part of TMobile" customer - I'm basically doomed. Initially I called around 10:00 in the morning as I was in need of upgrading my Iphone. I spoke with someone who was very nice on the phone, but she told me that they would have no way of helping me on upgrading my Sprint phone because they didn't know how to use the Sprint systems. She then added that their trainer would be in around 11. I asked if I should make an appointment to expedite the process and was told that this wasn't necessary. I showed up at 11 to find someone waiting at a table outside of the store. This person told me that there were three people in front of me and they were only allowing one person in the store at a time... WHAT?! Even in COVID times with masks on, this is BIZARRE. I told her that I would like to make an appointment for 1pm and would come back later. She told me to make an appointment online through the TMobile website, but I'm a Sprint customer that can't access that website...? I told her that and she said she would write down that I would be in at 1. When I showed up at 1, they were unable to help me because other customers had made appointments online.... WHAT IN THE HE**??!! So an appointment is unnecessary, but you can't be helped unless you have an appointment? I turned around, left, ordered the same iPhone on the Apple website for the exact same price, and it will be in my hands, already activated in 24 hours. 10 minutes for the win vs. 3+ hours with nothing - choose wisely. FREAKING BING BONGS. read more

This T-Mobile store is located in a small strip mall near the intersection of Parham & Staple Mill Rd.The store is modern and well maintained.On both of my visits,T-Mobile staff was professional. Parking can be a hassle during lunch hours because of the restaurants in the strip mall. read more

Went there for the first time since their hours extended a tad later than other T-Mobile stores. I absolutely hated how on the section of Samsung and LG phones, 6 of the phones were dead or not able to turn on perhaps due to bad battery chargers. It was really inconvenient since those were the phones I was interested in and possibly purchasing. I asked one of the workers and he lead me to one of the more recent models which didn't really make up for anything since the phone I wanted was the older model but not working. The happier time of the visit was speaking to a worker name Brandon. He was polite and very pleasant despite being there past closing hours. Overall, Brandon was great, store was clean, a tad busy, but phone selection on display wasn't amaxing and many of them didn't work making it impossible to test them. read more

Just wow. Waited 1.5 hrs to upgrade a phone. Their network was down for card transactions. Got sent to an ATM. Over the course of the transaction I was quoted 4 prices: $175, 215, 250, $500. They need a better network, training, and more staff. Others had been waiting 2+ hrs. Still left without a phone. read more

I received a call from my mom who was trying to switch over to T-Mobile. Obviously I wasn't aware of what store she was in and who I was speaking to. All of sudden I was on the phone with a sale rep. Instead of explaining what they need from me they went off saying I was having an attitude. like is that how you talk to your customers? Does it make sense to just judge someone just because they didn't know what you were talking about. So unprofessional. And then said I don't want to talk to you. Wtf. Worst customer service ever!!!! read more

Walked in and was waited on almost immediately by Eric. He was knowledgeable and wonderful! I upgraded my old iPhone for a new one. He explained everything in great detail and upgraded everything for me. He definitely made it easy. His customer service was top notch! Thank you Eric for great service, I will always ask for you. read more

amazing customer service! got a phone and really disliked it. they went above and beyond to help me and resolve my issue. thank you very much corey & tim!! read more

Terribly long waits, customer service needs major improvements. Two employees in particular spend time chit chatting/flirting with customers instead of getting their work done. Annoying! read more

Our entire family was with AT&T for over 25 years and after being given the runaround by two different stores and customer care via phone, we finally had enough and decided to look elsewhere. Upon entering this T-Mobile store, we were immediately greeted by Tim and Maria, who both were absolutely AMAZING in every sense of the word! We were treated so NICE, they were so HELPFUL, spent hours with us going over options and made us feel like we were family and most importantly like our business was VALUED! We all felt like they went ABOVE & BEYOND for our family therefore made it seemingly effortless for us to switch to T-Mobile. This type of "customer care" that we received at this T-Mobile store from these two individuals was never given to us in the 25+ years we were with AT&T and therefore it was absolutely PRICELESS to us! THANK YOU T-Mobile for employing Tim and Maria, who gave our family an UNFORGETTABLE CUSTOMER EXPERIENCE!!! :) read more