I came in last week just to activate a new unlocked phone, just needed a SIM. Our family plan is Sprint which T-mobile acquired. The guy we spoke with first said we needed to pay off the remaining balance so he charged us $200. He needed the account holder pin which I gave him and proceeded to change it without telling us the new pin! Then he asked what our Sprint plan was because we need to change to a T-mobile plan. Huh? I'm just activating a phone. Nope, he says we need a new plan if I want to activate. I ask if that will stop service for the other 4 phones on the account. He said yes they will need to come in to get new SIMS. What!?! Why couldn't this guy give a heads up on what to expect instead of slowly digging me deeper into a hole? I say no thanks I'll wait to find out what I need to do later. He then says now that my account is clear we can go anywhere we want, AT&T, etc. Great salesman for T-mobile. The next day we call their customer service line and they were baffled as to what this guy told us. Total nonsense! They reversed the $200 charge and said all I needed was a T-mobile SIM. Yep, that's it, exactly what I knew I needed. Even worse is there was another guy who stood silent while the guy "assisting" me gave false information so they have more than one bad apple. Go to the T-mobile in Mundelein, they activated me on the spot and gave me the SIMs I needed for the other phones so my family could swap on their own. read more

This is by far the WORST SERVICE I have ever experienced. I was lied to by Emily who is now not with the company. Alyse is the new manager says she is taking care of it but again my bill comes out and no credit. When you call there and ask who you are speaking with they won't tell you. What are they trying to hide. THEIR LIES! Run don't walk away from this store. It will save you hours of time and aggravation. read more

Can you give a 0? After waiting for promised promotions to kick in, and waiting more, promised they were looking into it, more promises, then letting me know they knew they had an employee that had screwed up offering us Magenta plan BOGOs which we weren't eligible for, but only finding this out after going to the other Lake Zurich T-Mobile store...and putting me in a position where I would have to pay $1200 more than promised, I finally went in and the manager stringing me along for over 4 months tells me she can't do anything because they've had too many complaints and can't make any more adjustments to anyones accounts. What a load of horse crap! Called T-Mobile and we promised a fix, waited another 2 weeks and found that they were once again waiting on the regional manager who may or may not have been the reason this whole thing was strung out so long in the first place. T-Mobile finally gave me one of my lines for free for as long as Im with them. Still not sure how I feel about this, but at least it will pay for the amount promised me on the phones. It was a about $800 over 30 months. But I can tell you this store is not the place to go... I wish I could write a different story, but this whole process was a joke... read more

Store manager lied about my account plan charges! We added a line and a phone and she told me we were on an old plan and the new "magenta" plan would get us better service for the same price. I just received my bill and it's gone up significantly. Flat out lied. Every line went up $15-20. read more

Had an appt for 2pm. "Manager" never showed up. Guy behind desk could not help. Waste of time. Try the other Lake Zurich location.