Took my mom in to purchase a new phone today. Jeremy was the associate who helped us out and he went above and beyond. Mom has early stages of dementia and he was kind, patient, answered all her repeated questions with respect. Thank you Jeremy! read more

If I could give this store negative stars, I definitely would. The customer service at this store is very disappointing and disrespectful. I unfortunately was unable to get the man's name because he wasn't wearing his name tag in a visible area. But if you are a loyal customer to T-Mobile, I would most definitely avoid the gentleman with the red hair. He was so rude for absolutely no reason and clearly he wants a new job. I hope he finds something that brings him joy and I'm so happy I no longer have to do business with these people. read more

The unfriendliest T-Mobile store I have ever been to. I have been with T-Mobile for over 20 years and couldn't be happier with them but this store makes me almost want to change carriers. I have never met such an unfriendly group of people, including the manager at this T-Mobile location, avoid at all costs not worth your time. read more

VERY disrespectful and do not tell you the full truth when selling you phones. Absolutely do not care one bit about you as a customer!

Jeremy has helped me twice and I only spent $40 total (on two wall chargers), so it wasn't like he was getting a lot of points or commission or whatever. He was friendly and knowledgeable and went above and beyond. I really appreciate this more than he knows. Good work, young man! read more

I just recently changed to T Mobile at the Kerrville store and I am regretting it already. I make a lot of international calls to my family in Germany and ALWAYS do these from home using WiFi and with AT&T there was never a problem and no extra charges. T Mobile charged me $160 extra for calls from home as they claimed I used their network (which I didn't as the WiFi logo was on my phone as always). I went to their Kerrville store and they told me they would reimburse me but later reneged on their promise with no explanation. They also told me to turn off wireless data roaming which I did and I am being charged again this month for international call charges. I still am not quite sure whether the Kerrville store is just incompetent or doesn't have a clue about customer service. I will NEVER complain about AT$T again... read more

The gentleman who assisted me and my senior father had excellent customer service. We visited the store today (9/22/23). He was patient and kind to my dad and I so appreciated that! He took the time to help my dad with his new phone. Thank you! read more

My 75 yr old sister waited over 2 hours trying to get her phone fixed or a new phone. She know nobody else in Kerrville. We are in the process of moving her to where family lives in a couple of weeks So currently she is in Kerville alone. She does not drive. She needed $56 to get a phone. She only had $30. We asked if we could Venmo someone in the store the $26. They declined and said it was against store policy. I asked if I could talk to my sister and they said no that there Hines were only for business. her phone was not working so no way to get in tough with her. I asked to talk to their manager and he repeated the phone was not used for personal and I said oh it's not personal anymore this is for business and he hung up on me. Neither of us were yelling. so he was going to send an old lady home alone with no phone over $26. We were willing to pay the $26. A good manager would have found a way. This is a terrible store. read more

I went in for an upgrade and I received excellent customer service everyone is super attentive even when I could tell they were overwhelmed by the customer flow I would go and ask for Harvey and Jeremy they tackled the situation and got me the best deals with the military discount read more

I brought my 83-year old mother in a wheel chair to T-mobile in Kerrville to get a new phone. I called the day before to find out if we would be able to get a new phone before we made the 40 mile trip and was told it wouldn't be any problem at all. When we got there, the store was completely empty of customers and Tessa, Andy, and Jeremy were at the counter. I was struggling to get my mom into the store, trying to hold the door open with my one leg while pulling the wheelchair in. I had to reposition a few times to get it to work. I was surprised no one offered to help. Then they said she couldn't get a new phone because her driver's license was out of date even though she has had the service for two years and pays her bills on automatic draft. When I spoke to Tessa about not helping with the door, she just said that they were busy talking(they were literally spaced about 6 feet apart) and that I should have asked for help. She said, "it's all about communication." Even though the cell service has been good, the customer service was not worth it. We went across the street and moved my Mom's account to AT&T with no trouble at all. read more