My eternal optimism yet again came back and bit me. I guess in this case if something sounds too good to be true- It really is.. we were talked into moving our phones over from AT&T and our Internet. They lied to us over and over again about whether things would work in our hometown of Timnath. The reception is absolutely awful and they actually put down the wrong address for us for the Internet so that it seemed like we would get service when our area wasn't supported. They also "helped" us by putting on screen protectors that broke the same day. I'm only giving two stars instead of one because tech-support and customer service online actually was excellent. read more

I came in here to ask about a pay-per-minute flip phone plan for my elderly mother and I don't think the kid I talked to knew what I was talking about since he was probably a toddler the last time those plans were commonplace. read more

Very bad customer service. Technician's not up to par with problem issues. If they can't fix the issue they just send you home.

Got new iPhones from this store and had some immediate issues with them. One of the phones locked up, something a couple of the guys there had never seen and a couple wouldn't hook up with other devices that was never before a problem. Matthew, the manager, took up each issue and quickly and efficiently made it all work. After 20 years with Verizon as a business customer, I'm converted. read more

If I could do the review over and give a negative 10 for wait time, chatty reps and customer ser ice. It has to be one of the worse.

Absolutely, positively disappointed! I just spent the better part of 2 hours on the phone w/Tina Marie [(800) 672-5390)] from a T-Mobile call center. I was about to switch from Verizon to T-Mobile but T-Mobile would NOT provide their guarantees in writing. I've been unhappy with Verizon for some time, and quietly shopping for a better deal. When I saw a trade-in promo from T-Mobile offering $700 for my eligible trade-in, I decided to take a chance. My initial debacle began a few days ago when I hit up T-Mobile chat and got Luis. He was pleasant enough but once we started talking numbers, his math just didn't add up. Repeatedly (and in vain), I asked for a linear accounting of the math. Thinking that our communication styles just didn't gel, I eventually convinced Luis to let me speak to his supervisor Marisa. Foolishly, I thought things would soon be set right. After all, math is the universal language. How stupid I was! Marisa's math didn't add up either. After a while, I couldn't cap my frustration and said good bye. Never one to give up, I decided to call T-Mobile in the hopes that I might yet find someone whose math made sense to me. I found Tina Marie. We talked about the Apple iPhone 11 Pro Max's base price, the $700 trade-in, and agreed on a balance due. I was so pleased! The numbers made sense, finally. I asked her to follow-up with me in a couple of days. And, Tina Marie did. When we talked this morning the math still made sense so, I committed to the switch. As we moved through the transaction details, it was time to e-sign legal documents but I couldn't because as I read through them, there was no line item to reflect the $700 trade-in credit promised. When I asked Tina Marie about the omission, she referred me to a second document but I found no evidence of the promised $700 trade-in value there either. At my request, Tina Marie consulted with a supervisor and back-office colleagues to see if there was anything they could provide. Ultimately, their only solution was to refer me to their website (www.t-mobile.com) and--my personal favorite--to assure me that my call was being recorded. When I explained that the legally binding documents needed to reflect the trade-in value and that some recording on their backend servers I had no access to did not benefit me, I was hung up on. In mid-sentence. And let me not forget to mention that Tina Marie was also NOW talking for the first time ever about the 'actual trade-in' value of $141 but still promising $700 credit. Made me wonder what else wasn't being disclosed. If I can't have their promises in writing, why bother? I'm embarrassed to admit that I spent way more time with T-Mobile than I should have. I cannot believe that a company as large as T-Mobile expects ANY consumer to sign legally binding documents that DON'T clearly outline the whole 'deal.' Even worse, the reps I dealt with didn't inspire confidence that T-Mobile would work to resolve any future concerns or complaints. If I was treated this poorly as a future client, what happens to me after I commit to a 2-yr contract? If you're even thinking of switching, let my wasted hours and horrible experiences serve as a warning to you. read more

This T-Mobile store has been one of the better ones that I have been to. They are not quite as busy as the one on Harmony and College which can be frustrating to get assistance in a timely manner. I think this happened once here but usually they are slow enough I can get help with my phone pronto. I was in yesterday (a Saturday) and got help immediately. I got a new Android and had some trouble getting it set up. An associate got my phone working very quickly and was nice and friendly the whole time with me on it. I have also paid my monthly bill here a few times too. While they don't have an automatic machine that takes your payment( which is even more convenient, there is one at the Harmony and College location) the staff will take it and apply it to your account. read more

Ordered phones with a new service plan. Waited 2 months for phones and never got them. Spent multiple hours in store trying to locate the missing phones. Manager kept pushing me off and wouldn't follow up as promised. Finally found out phones had been cancelled and I was left with a $305 bill which I never even knew about. Again was promised follow up from manager and it never happened. Have been fighting now for a month to get this bill negated since I never even had an account with phones. Went in again to follow up that bill really had been taken to $0 and spent an hour in store and told I need to come back again because manager wasn't there. This runaround has gone on for 3 months. And I still have a balance for phone lines and phones I never received. Horrible customer service. Beware read more

This location was one of the friendliest T-Mobiles. I have been to a couple and the staff here was efficient. I really appreciated the perfect transfer instructions i got to set up my Note 5. The service was exceptional in this location. I appreciate be treated so well. read more

I have yet to have a bad experience at this store. The staff is very kind, knowledgeable and fun to work with. I upgraded mine and my fiance's phone last year and the guy at the time was great. This weekend i went to upgrade and Lauren was fantastic. My purchase took a bit to get done as I had a lot of things that needed to be done with my account and she was very patient and very fun to work with. I've been with t-mobile for 10 years and it's because of the service both in store and over the phone that i stick with this company. Thanks again for the help with upgrading Lauren! We love the new phones :) read more

I do not recommend this location. They will only provide you enough information about T-Mobile products and services to make a good sale for themselves. They are not above leading you to believe you only have one option and that's it; take it or leave it. I got much better service at Corporate T-Mobile store on Harmony, and am much happier! read more

Even though I was in there for 5 minutes, it was one of the best experiences I have had in any tmobile location. Ask for Delilah. She was very helpful and she focused more on keeping things in my best interest than trying to make a profit (like most sales associates). She also directed me to an outside source to help with my cracked screen. read more