Big shout out to Gigi!!!! I walked into the store incredibly frustrated after multiple phone calls with cooperate, retail stores, etc regarding my bill and home internet. She resolved all issues promptly and efficiently. I will remain a T-Mobile customer because of her. read more

Tmobile service is trash . They need to call it T-Maybe, maybe u get service here, maybe not, maybe there, maybe not. This review is for this young gentleman who works there idk if he is hispanic or caucasion but he wears glasses and has brownish hair. Seen him walking thru the mall on monday 8/17 coughing like crazy without covering his mouth or even trying to cover.. walking and coughing just shooting germs into peoples faces, foods. Inconsiderate a hole there are kids, do your part and lessening the diseases and illnesses read more

My experience at this T-Mobile store was completely unacceptable. Ahmed initially claimed he was unaware of any T-Mobile phone promotions or deals. After I contacted T-Mobile customer service, I confirmed that promotions were available, which directly contradicted the information I had been given. When I questioned the discrepancy, the interaction became increasingly unprofessional. The process was unnecessarily delayed, and the price I was quoted increased instead of reflecting the available promotion. Rather than addressing my concerns, Ahmed's behavior was dismissive and disrespectful. Customers deserve honest, accurate information and professional service. My experience reflected the opposite. I left feeling misled, frustrated, and without confidence in the integrity of this location. I strongly encourage T-Mobile management to investigate this matter and take appropriate action to ensure other customers do not have a similar experience. read more

Waited for 20 minutes after being checked in and watched the sales rep go chat with his friends who came to visit the store. Then he pressured me into getting a new phone that wasn't what I wanted. One sales rep said my phone was damaged, but the other said it was fine. I left more confused than I started. read more

This T-Mobile location is one of the few that actually answers their phone! I had a great experience here, especially thanks to Aldo, who was super friendly and quick with the service. He's very knowledgeable and made the whole process easy and smooth. Being in the mall, it's convenient for shoppers to stop by for any of their mobile needs while they're shopping or running errands. If you're looking for reliable service, this is the store to visit! read more

Everyone was helpful. We added some lines to our plan, and they took us in right away to get it all set up.

Incredibly disorganized. Waited 35 minutes for someone to tell me they couldn't assist me because I didn't have an ID on me. But if they told me that beforehand, I could've gotten my ID and been back. read more

T-Mobile provides good service for phones and probably for internet, but don't let them talk you into accepting "Free" devices. Even if you decide you don't want the device and bring it back in within the "remorse" period they'll stick you with a service you don't need for the device you're returning and charge you for the month you don't use. "Beware of strangers bearing gifts" is the old adage and T-Mobiles master plan is to attach as many services as they can to each and every customer. When you try to cancel the service along with the "free gift" during the 3 days they give you to return it, it looks like Corporate has disallowed their promise of not cgarging for time not used. Their hooks don't let go easily. read more

5/2/21 Not into upgrading my Samsung S8 just yet. It is still kicking ass and taking name dispite its age. I asked Rozzy about the Apple Phone having a Backspace Arrow and was told no. Can't say I am a fan of swiping and possibly losing where I was... turn again, I was turned on to Samsung by my dad and do not wish to step backwards. I saw smart watches, but I am not up for that, because I like the Baltimore Ravens watch I have now. It even shines in the dark. Think I will pass on getting a new phone for now. read more

T-Mobile - 5/2/21 Not ready to upgrade my phone yet. - Mobile Phones Near Me - Fairfax, Virginia

Look, cutting over to a new cellphone service is always painful. There are lots of issues and sometimes technical difficulties. So I get the frustration , but people shouldn't give 1 star reviews for that. I've had problems with moving over four lines, but a lot of it was outside employees control. I've worked with three people in this store so far. All were good and patient and have tried their best. That's all you can ask for. read more

I am a new customer with T-Mobile and decided to open an account/purchase a phone from this location . (3/10/2022) My first visit I spent 2hours+ and no it was no wait line . The store manager JEANETTE started my experience then began to do training with another gentleman. I was okay with her training him but she was rushing to go in the back , So he was left alone helping me . Jeanette let me know the iPhone pro max that I requested wasn't on display but in stock due to a store robbery it she had to keep them back there . Long story short I had 4 employees helping/training . Jeanette didn't notice a crack on my screen as me and another associate were wrapping up ( 2 hours+ later ) I said ok I'll pay the extra now then get my original phone fix and bring it back . I was completely understanding. Keep in mind Jeanette gave her employee (trainer) a wrong phone for me on this visit and I noticed then as well . I came back to the location 3TIMES at different times but each time the wait was 30-1hr . After some time of waiting id just try to gauge a better time . My last visit ( 3/24/2022) was when I had ENOUGH ! Jeanette is a very nasty manager that is only worried about UPSELLING . I experienced ALOT of passive/micro aggression from this lady . I was given the wrong phone which she acknowledged but still wanted to argue/debate with me . I called customer service this day whom wanted to speak with the manager she was defensive. Jeanette wanted to look for a paper that would justify , she COULD NOT FIND THE PAPER . Jeanette and a male employee continued to speak to me and other customers on how " I was difficult " . Jeanette said I should pay $70 restock fee even though it was her mistake. Jeanette also gave me a wronged size phone case which also showed her lack of attention. My point here is this manager wanted to prove a point to her workers when she KNEW that she messed up MANY Times . She then began to speak about my down payment infront of other customers in the store . Attempting to embarrass me I guess by also adding " I have never seen such a high deposit ". I explained back that I never argued about a price or deposit from the beginning . I paid $441 out of pocket without a phone trade in . She also sold me $140+ of accessories and I had no problem. So for her to make that a highlight was her being MICRO AGGRESSIVE. I spent 4hours in that store this day . Left with no phone and a closed account . To end this I was told before Jeanette arrived at 1:30pm , I was at this location at 12:15pm . I was told to wait for her and then told as I waited . To wait for her to go in the back to settle in when she comes in . THESE PEOPLE ARE CRAZY , I never asked or was given a discount of anything for my wasted time on many store visit . NO TYPE OF CURTESY, ITS LIKE WE OWE THEM ! It was like I entered a high school cafeteria with all the pettiness. Especially when I'm PAYING ! T-MOBILE I NEED MY $70 back and compensation for my time . FIRE JEANETTE and her PETTY ATTITUDE , CRIS had a better attitude and response (make him the store manager) . read more

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Great customer service and very kind. All questions I asked were promptly answered and Miguel knows his stuffs. Highly recommended!!!

Walked in and usually I get approached saying someone would be with me . However lately even today I came in for a walked in and got completely ignored even when they were staring right at me . Least take a minute to let me know they'll be with me in a minute rather than treating me like a ghost read more

Definitely don't buy directly from this store, use online. The service is not customer focused at all. We were brand new customers. We bought an XR iphone from a different store, still Tmobile and an iphone 11 and an ipad 6 from this Tmobile. It took us a week to get Sprint to unlock our phones and we lost one of the sims they gave us in the process. 1 or 2 days after buying the Ipad, it goes on a special and I wanted to either return the ipad or get the new price and customer service says just take it back you have 14 days for any reason. They wanted to charge me $75 to restock then I could buy another one at the "new price" some absolutely stupid thinking, basically paying the same price. So dumb. There was little to no customer consideration even from the manager, just policy nuts who couldn't give a flip about how they treat new customers who've already spent a bunch of money with them, didn't matter. They wouldn't take the ipad back, and re-sell back to me at the new price, no flexibility, just a bunch of "sorry sirs". Total waste of a trip to speak with them. Left pretty angry. Also, they refused to even waive a $10 sim card replacement fee. I went to another store and they very kindly and easily waived the $10.00. I'll end how I started. Definitely don't buy directly from this store, use online, no return fees for online purchases. The service is not customer focused at all, feeling ripped off, will never walk in the mall T-mobile again. read more

Darius was super super helpful. Wonderful customer service. Very patient and knowledgeable.

My boyfriend had broken his new phone and Nelson handled the responsibility with kindness and extra care. T- Mobile has the best customer care for their clients& new comers. Thank you Nelson and T-Mobile Crew! read more

Went in and talked with the manager Kelly about getting SIM cards for my kids watches and he was very helpful. The cost was going to be outrageous to get these watches working with a pay as you go card so we debated opening an account and switching over our phones. I was willing to leave AT&T and my spouse was willing to leave Sprint. He quoted is $130 for three lines for the watches and two lines for me and my spouse. We were all set to do this today...drove 45 minutes to come back to this store. He even gave us a business card with the quote of $130 a month on it. Big mistake. He wasn't there and the price turned out to be $180, but the other salesmen said they would take off 20% a month. They even called the manager Kelly and he said he made a mistake on the math. Sorry. So this wasn't what was agreed to or even close...what a shame. Drove 45 minutes with three little ones after dealing with AT&T and Sprint to prepare for the move this morning just to be told something very different. I'll stay with the better coverage network for now I guess. I would encourage those of you considering using this store or T-Mobile to make your choice carefully. read more

I have been a T-Mobile customer for almost two years now and have had no issues with the service until now. I recommended my girlfriend cancel Verizon and switch to T-Mobile so we came to the fairoaks location. I don't remember the representatives name who helped us but he flat out lied to us. His rep # is 4026297. My girlfriend needed to cancel Verizon but he got her setup on a data plan and told us there would be no charge for anything until we got the phone from T-Mobile and finished the paperwork. We went to Verizon, but couldn't cancel due to her phone payment plan and contracts. So we decided to not go back and assumed T-Mobile wouldn't bill us as verbally agreed. Three months later my girlfriend receives a collections letter and a cell bill from T-Mobile. We even spoke with customer service prior to the collection letter and they said they cancelled everything. I called the fairoaks location and spoke to eve or Eva, and she said a manager will be in touch with us soon but she did not feel comfortable giving out the representatives name who helped us which means she's covering for him. We will be pursuing T-Mobile with legal action now. read more

When i ask nelson (an employee) to check my phone's liquid indicator for it to be eligible for trade he took off my screen protector to check for cracks on the screen and damaging my screen protector in the process and then check the indicator the screen was fine but my indicator wasn't and i thought it was logical to check the indicator first before checking the screen because why remove the screen protector first and this guy wouldn't wouldn't give me a new screen protector and told me to deal with it what kind of tmobile employee goes like whoops and then blames you for some dumb reason then gives your phone back without the screen protector that screen protector costed a lot read more

Gave my iphone 6 as a trade in hoping to get my credit applied to my account and later they told me it was damaged in mail. Where is my failt if it was packaged by a tmobile rep. Will take my business elsewhere. In fact i am 5 years loyal tmobile customer read more

I had to go back the other week to see how long one of the phones in my family plan was under contract, talk about my options of getting a new number, pick a phone, get a new SIM card, and change my number. I was in and out within 30 minutes. And this time someone different helped me (can't recall the name, but he was just as helpful as Marc was last time). Ah........ My faith that the world is not a horrible, rotten, miserable place has been restored. And since this is the SECOND time I have been 100% successful at this location, I know it was more than just a Christmas miracle. read more

Lukas is best of the best at business. He helped us a lot and tried to solve the problem. I thank him very much.

I had an ABSOLUTELY HORRIBLE experience that lasted MONTHS and made me so physically sick and anxious. T-mobile is easily the worst company I have ever had the displeasure of dealing with. I was about to get legal help with trying to deal with these issues. I went in to the store at Fair Oaks and FINALLY, after months, a girl named Jackie was able to help me solve my problems. I want T-Mobile itself to have zero stars as a company, but I want to recognize Jackie as a great customer service person who took SO much time to help me get my problem solved. read more

My friend and I went today to exchange SIM card on her new phone and transfer photos/contacts over to her new phone. We had to wait about 10 minutes as they were busy but they acknowledged our presence and were very communicative. Darius helped us and we can't say enough about him. He was very patient, knowledgeable, and friendly (not to mention handsome ;). He made the whole experience very pleasant for us. He should be promoted! Excellent customer service read more

Went in to see Jackie take care of my account and pay off a few phones. Awesome service!

I just switched over to T-Mobile after a 20+ year account history with AT&T. I went into the T-mobile location at Fair Oaks and was immediately greeted by the manager Abdul. He was very helpful. While my phone was transferring, he was permission to assist another client. While he assisted them, my phone completed and then Kendall setup in and completed the set up. She also applied my screen protector. They made me feel really good about making a decision to join the T-mobile family. I'm looking forward to my t-mobile Tuesday!! read more

Even though T-Mobile in general is not great, Kevin - the retail store manager at this store - did a fantastic job of getting my phone up and running again. My phone stopped recognizing my media card, and I went to a different T-Mobile store that was completely unhelpful, then spent an hour in an on-line chat with a T-Mobile rep who finally suggested that the phone should be replaced...but informed me that it was one week out of warranty. Finally, I went to this T-Mobile store because it is large and I hoped that someone would be able to figure out the problem. Kevin spent about 25 minutes with me working on the phone and also gave me a new SIM card when I told him I kept having trouble with calls not coming through. Kudos to Kevin!! read more

Just had a great experience at this T-Mobile store. I had just come from two other stores and had less than stellar experiences. This store was moderately busy on a Saturday afternoon but I still got helped immediately and they had exactly what I was looking for. They didn't even attempt to upsell me on anything additional (I got pushed iPhones at both other stores I previously visited even though I was just looking for a non-smart phone). I really appreciated it! read more

We had some issues that needed to be fixed but the store manager wasn't there that day. One of their staff promised to call us the next morning when he comes back. It's been six days since - obviously we have been neglected. Not a very happy customer. read more

I remember when I disputed a charge with the local branch, and I thought I had their word on the terms of the contract, so I acted upon the information, but later on, corporate disputed and overrode what they said and the local branch did an about face and did not honor the contract terms as I understood it when coming back! A friendly two timing no. I was so pissed and decided never to do business with them again and still will not. Considering that their network is probably worse than AT&T, why bother? GSM coverage investments in the U.S. is in the works with AT&T. Corporate T-Mobile is headquartered overseas, and they have less incentive to take a hit to margins for a tradeoff in customer relations despite local friendliness. DON'T BOTHER!!! read more

I have been utilizing the Fair Oaks mall location for a few years now. This weekend I purchased a phone for my daughter and then shortly after had the bag stolen at the mall. I was frustrated and distraught. I had driven an hour to the store. I went back to the store to look at cancelling the line and starting over. The manager and team quickly helped me get a new phone, cancel the old number, protect my private information and be on my way without purchasing a new phone. They saved my Christmas. I highly recommend them. read more

Always preferred this store front to all others but not a great experience yesterday. My son and I went to look for new smartphone. We didn't realize you can't buy the latest Nexus there, so an employee showed us possible alternatives and confirmed that we could switch to one of those phones without changing our services. Problems: No specifications are displayed by any of the phones - only the price. An employee told us to google the model number to see the specs. Even the model numbers aren't displayed. The store was recently renovated and seems to have even fewer phones and accessories on the floor than they did before. An employee gave snarky answers when I asked him about service overseas for an upcoming trip I'm taking. Overall, an unsatisfying experience. The only advantage of going into the store was that we could see and touch some of the phones in person - other than that, we got less out of visiting the store than we would have gotten shopping online. The store should consider what an in-store shopping experience should offer their customers - and if they can't figure that out, then they should close down and save money on rent. read more

I went to this store after talking to one of the representatives over the phone about setting a phone line up. Once in the store, the rep who is helping me was knowledgable and understanding of my needs. HOWEVER, the manager by the name of KELLY comes in the middle of the conversation and starts pressuring the representative to UP-SELL me on data plan and insurance I don't need WHILE I AM LISTENING. The discomfort both on me and the representative is clearly shown and without even asking me anything, he is pushing things on the REP and trying to discipline them for not following through when they clearly are understanding and are going based on my need. Once I left the store and got my first bill, I HAD A DATA PLAN AND INSURANCE I HAVE NEVER CONSENTED TOO! This guy is a horrible manager, lying and deceitful. IF it is not for him, this store would have been a decent store. read more

As the rating says, as good as it gets. This review is of T-Mobile as a service rather than this particular store. Phone service is a utility. As such I want low commodity prices and great customer service. T-Mobile succeeds at both. Per minute, message and kilobyte, T-Mobile has the best prices. Their plans are available WITHOUT A CONTRACT. (Ask about Flex Pay). Coverage is essentially the same as the other carriers in the metro area. They've repeatedly won awards for their customer service and I can back this up with multiple anecdotes. A native English speaker answers the phone in a friendly manner when you ask for an operator. (I make sure to respond in kind.) They have the power to fix things and do so without making you feel like a criminal. I had an issue with this local store failing to properly process a returned phone and canceled account. I spoke to a friendly operator. Once I explained the situation she actually called the local store herself and straightened them out. She called me back to say she had taken care of the situation, credited my account to balance it back out to zero and closed it out. Sad to say, but you have no right to expect that kind of service from a wireless carrier anymore. T-Mobile has earned my loyalty the right way. read more