My wife went down today to upgrade our daughter's phone. Simple process, not too much trouble. BUT, while there the young man assisting her tells her about a new promotion (every time we go in there's a new one) to get one of the new Samsung watches for $5.00 a month! He was so excited. My wife called me and I heard him over the phone, he was jabbering so much I could barely hear what she was saying. But the gist was we pay the taxes on the watch plus $5.00 a month to get the watch. So she goes through the whole drawn out process, and it always takes a long time at this store, they have absolutely no concept of the value of a customer's time; only to get to the time to pay the bill and it's almost $500.00! My wife by now is starting to get frustrated, normal at this point of any transaction at this store because you've been there so long; and asks what the problem is. She learns NOW that the $5.00 is the monthly service charge and she has to pay $400.00 for the watch. She now starts yelling because it's been well over 2 hours and she had better things to do with her Friday afternoon. The manager comes over and asks what the problem is, she tells him this is the first she hears about the $400.00 and he replies that he just can't give her a free watch, but the monthly payments will only be $19.00 a month. My wife is pretty much screaming by now as she learns that the new sales associate she''s been dealing with has only been told about the $5.00 promo but not the "rest of the story". He is actually as stunned as my wife is about paying the $400.00 for the watch. The manager pretty much shrugs the mistake off, he does apologize and ask my wife if she still wants the watch. She says no so now they must go through the laborious process of cancelling everything they've just done which takes even more time. The manager makes a feeble attempt to correct their error by giving my wife a phone case for the new phone but too little too late. By the time they are done she is shaking with fury, her stomach is twisted in knots, and it's been over 3 HOURS since she entered the store. We've gone to other stores and had better service but this one is closest to us and even though we've seen many different managers there the service never seems to get any better. I'd try to contact corporate about this but feel like I'd only be wasting more time. T-Mobile has good phone service, but their customer service at THIS location leaves much to be desired. My advice is to visit another store. WELL! The next evening my wife starts to show our daughter some of the features on her new phone plus set it up for her use and lo and behold, the mini SD card that she specifically asked to be switched to the new phone and was assured by a staff member at this store that it was being done at that very moment, was NOT in the new phone! She called the store at 8:45 PM and spoke with the "manager" on duty, explained the situation and he tried to locate the old phone. After a few minutes he returned as said it appeared that it had already been boxed up to be sent back and he would have to open the boxes to find it and that he would do that and would call her back the next day, which was Sunday. Sunday came and went and no call was received. Monday morning my wife calls the store once again and spoke with Jack, the manager of the store. I listened to the conversation and he basically accused my wife alternately of being a thief or an idiot, take your pick. "Are you SURE you didn't take your old phone home with you? It's probably still in there." My wife has the store receipt showing the trade in of the phone for the whopping sum of $16.59. This goes on for several minutes as he tries to convince my wife that she's taken the old phone home and just forgot she did. And it turns out that the phone has already been shipped off so there is no hope for retrieving any of the data on the now lost mini SD card. Which either wasn't taken out of the old phone when she was told that it WAS being done at that very moment, OR, the staff member that transferred the date from the old phone to the new one simply pocketed the mini SD card for their own use which would be my guess. My wife asked the manager to replace the card but he refused, stating that he had already given her a $40.00 phone case (available on Amazon for $10.00) that was coming out of his paycheck and he wasn't going to give her anything else. She reminded him that the phone case was given for the 3 hours of extremely poor customer service the day she got the new phone. He still refused to do anything further, stating it was her responsibility to make sure the card was in the phone before she left the store. She once again reminded him that she specifically asked that it be swapped to the new phone and had been told it was being done but he insisted it was her fault. Great customer service eh? I could go on but I think you get the picture. I'm trying their corporate office next. read more

I walked in to get home internet, an was told by a (white skinny guy blonde hair blue eyes wearing too tight of cloths) that I can't get it because I'm from a different state. And wouldn't offer a different solution. I ask about to hotspots told me that I would need to go online to see if I'm in there area. read more

The Layton Hills Mall T Mobile is nothing but a bunch lying crooks. What they said and what was done were two entirely different things. Then they called me the next day and said my card did not process and wanted me to bring CASH in, not my card. Then I haas to deal with customer service for more than 6 months for them to rectify the wrong. I ended up with a 340.00 credit because of the dishonesty. NEVER EVER EVER set foot in that T Mobile and if you have to contact customer service make sure you get the Meridian Idaho call center and ask for a manager. They seem to be the only ones who know what they are doing. read more

I'd give no stars if that was an option. I let them talk me into a promotion where I left AT&T. So, I turned in my AT&T phones and bought T-Mobile phones. They told me that they would pay AT&T the remainder owed on my phones and buy out my contract. That was in January. They still refuse to honor the promotion. So now they have the phones that I turned in which I still owe money on and refuse to honor the promotion. I told the rep that they either need to honor the promotion or rerun my property. I doubt that they'll do either one. I not sure what steps to take next. Lawsuit maybe? read more

It took the kid 3 hours to get my phone transferred. By then I was frustrated and in a hurry to leave. Come to find out 3 months later, all this free stuff that he gave me wasn't free. I have a very large balance to pay now. He just threw a speaker in the bag without even talking to me about it. Turns out that was $100! My BOGO $800 phone...... He never did the stuff to get me the free phone. So now that's $1600 instead of $800. I go in to talk to the mgr about fixing it but the mgr said I have to talk to the con artist sales kid. What mgr doesn't handle a customer complaint??? There girl that works there said that this happens all the time. They say it's free but it really shows up on your bill. So the refunds that are coming..... Don't ever come. read more

This store was very fantastic! I went in to JUMP my phone last night. I had my very CRANKY, fit throwing 2 year old with me. And the entire time he was throwing a fit, and throwing a tantrum on the floor in the middle of the store. He hadn't had a nap all day. (it was evening time when we went). Matt was the name of the gentleman that helped me. He was over fantastic and went above and beyond what he "needed" to do. He even went to a different t mobile store during his LUNCH to get me the screen protector I wanted. And kept his cool the entire time with my child being the way he was being. It was a stressful experience due to my toddler that kept bolting out of the store and myself having to chase him time and time again. But the staff themselves, and the store, FABULOUS! I will be back! And if Matt reads this, THANK YOU sincerely. read more

I just tried to trade out my phone because the mic didn't work when I got the phone yesterday and I understand I walked in the minute they were trying to close the doors but two people were still roaming around and I already knew what I needed done which I assumed was a quick fix. But instead they lied to me and said their system had automatically shut down already, which I know was a lie because how else were they going to help the other people continuing to aimlessly roam. We've given them our business on multiple occasions but I won't be returning. read more

First, the employees were extremely nice and pleasant. However, I wanted to keep my same number from an existing plan but onto my own plan. The employees said that it would be time consuming, difficult to do, many people involved,etc. I ended up getting a new number and plan. I wanted to stay within a certain monthly budget and wanted some guidance on which plan would work best for me to which they continued to try to up-sale on EVERYTHING (phone, data plan etc.). I have found out later that it takes about 5 minutes to switch onto your own plan from an existing plan. I'm frustrated that they did not care about my personal needs but only wanted to up-sale. It is experiences like this that give companies like this a bad name. read more

I'm giving this place 1 star because their customer service was horrible. I called T-Mobile because my phone kept freezing so they sent me a new one but I had to pick it up at the store which is no problem. I come in and one girl is helping the customer and so is another guy so I waited for someone to be available. The girl was talking crap about another employee to the customer and once the guy was finished he got on his phone and ignored me same as the manager he walked in and said someone will be right with me. They did nothing so I had to wait for the girl. So the girl begins to help both me and the other lady. She is now taking forever finally they tell me it's going to take hours to transfer the pictures from one phone to the other because their "wifi is slow" I told them I didn't have time to wait hours because I had things to do that day. I've never had to wait hours before so I wasn't expecting the wait time. I told her I'd return the next day at the same time she assured me that would be fine. I return the next day at the same time and they don't know where the phone is so I have to return the following day. The third day I walk in and someone begins to help but she tells me they don't don't know how to transfer pictures from one phone to the other (I've been to a T-Mobile store before they were able to get it done no problem in less than 20 min) so after a while someone suggest we airdrop the photos. It took about ten min. So I waited three days to get my pictures onto my phone. Also I had a screen protector on my phone so I asked them to put a screen protector on the new phone they said they can't guarantee it will come out right because they "don't know how" luckily it came out ok And on top of that the manager was no help didn't even offer to help. Each time I walked in employees just sat on their phones. It was very annoying to walk in as a customer and have no one want to help. Everyone looked down at their phones avoiding to help someone whenever a customer walked in. read more

This was one of the worst experiences ever! Danton was the sales person assisting me. Typical used car salesman. Gave me prices for new I phone 7 $649. 00 and that included a screen protector and case of my choice and quoted me $160.00 a month for 5 lines unlimited text talk and data so I decided to get 4 new phones. I did this at the store in Utah as I am on the road. My family lives in California. My wife and kids went to T-Mobile in San Diego to pick up their phones and the salesman tells them the screen protectors and cases are not included and the monthly service fee is $300.00 not the 230.00 quoted to me. They have my old I phone won't give it back and let me out of the service unless I come in. I can't go back to Utah . Every thing that came out of (Dantons ) mouth was a lie . Including free wireless head phones. Trade in on phone was supposed to be$80.00 they only gave me $50 nothing but lies and now I'm stuck! read more