I've been a T-Mobile customer for +20 years - 4 years less than they've been alive. Does that mean anything with them? No. They could care less about their long-term customers. I'm ready to switch to another provider. T-Mobile used to have outstanding customer service. Nowadays, I just get someone from another country - treated as default, and it shows. The worst part? T-Mobile will still be collecting money from some other poor shmuck without giving two s**ts. TMobile - your care for loyalty is crap and needs to be addressed. You don't provide any incentive for remaining a paying customer with you. read more

Thank you Alec for your assistance on my new phone and new Apple Watches. Very knowledgeable, helpful, and patient!

I've been a customer for about 2 decades. In the last couple years my bill will suddenly be high at random. They keep adding insurances and services that I did NOT approve of! They ripped me off a few hundred dollars now. My spouse paid the last bill when we were in the hospital and it was due and didn't notice until the next day that they completely overcharged us. They once again added services that weren't approved. They also said they were going to put my overpayment back into my account, and of course I never saw a single dime back. This will be my LAST and FINAL month ever being with them. After so many years of being a loyal customer I'm flabbergasted. Also I hope the calls are recorded because your employee that took my call today was completely out of line. Do NOT support this company. There's plenty of others out there that aren't going to rob you blind. If this is happening to enough others, I'll be more than happy to join a class action suite. read more

To say this place is a joke is such an understatement. I came to get my phone fixed. I spoke to Alejandra and she told me "it's going to be a long time and you're looking at 45 min. " I went to my car in the parking lot 5 feet away to avoid the crowded store. Came back 30 min later (15 min less than the time I was quoted) and was told the called my name but they didn't hear from me so they took me off the list. Not once did Alejandra tell me it was an estimate or bother to tell me as I was WALKING OUT THE STORE that I had to be in store. Absolutely ridiculous. Been a customer for 12+ years and this might just make me terminate all my 5 lines. It's also absolutely hilarious that a phone carrier hasn't figured out how to send you a text or phone call notification to inform you that your next up in line. They have your phone number and are a literal phone carrier company but don't have that feature so all your customers waiting have to wait in store? That's crazy lmao. As I said, to say this experience was a joke and awful is an understatement. Avoid this company but especially, avoid this store like the plague. Awful customer service. read more

T-Mobile is the absolute worst and most dishonest cell phone carrier I've had to deal with in my life. I cancelled 3 of my 4 lines. The 4th line was a defective iWatch they sold me. It worked about 30% of the time. When I discontinued my service with them, I asked them at my local store if I could keep the iWatch line for the current price of $15/month. They said yes. Next thing you know, they billed me $113 for that one defective line for 15 months and sent my bill to collection. They have 0 understanding of ethics in business. I just paid that bill because it is affecting my credit. Make sure you never use their services. They'll be happy to stab you in the back. read more

Horrific customer service! This review is not for a particular store, but for their main customer service department. We canceled our service with them on 10/28/25. We recently paid our T-Mobile bill so we should have had only 1 week that we owed on the final bill. We were set up on auto pay and they charged us for a full month. We attempted to contact both customer service and billing. After being on hold for 30 minutes and nothing happening we just drove down to the local T-Mobile store. They gave us a direct number for billing. Their "we really don't care" attitude was apalling. We gave them our phone numbers, email, login info, etc. But they said they needed a pin number. If we had a pin number we could not find it anywhere. We asked to speak to a supervisor so the agent put us on hold. When she came back she told us that without a pin number they would not talk to us. Unbelievable! This level of unprofessionalism is egregious. read more

T-Mobile Add a photo T-Mobile 4.7 (19) Cell phone store in the Jamestown West, New YorkOpen Overview Products Services Reviews Photos By owner About Google review summary Reviews All management2 Sort by Most relevant Newest Highest Lowest Rose Gourley 7 reviews·3 photos Tried TWO different days to switch to Tmobile. The 1st day just left me mad because I spent an hour with customer service, then got disconnected. The next rep didn't have any of my information previously discussed, and I was not about to ... More Russ Slack Local Guide·73 reviews·23 photos 2 months ago You don't get great customer service like this anymore. Not only was it super helpful but super nice and explained everything so we could understand what it all meant. Hands down I would recommend them for your Internet and phone needs for ... More Jeffrey Munson Local Guide·6 reviews a month ago The manager and staff are absolutely amazing and very very helpful thank you T-Mobile (Owner) a month ago Thanks for the great feedback Jeffrey! We pride ourselves in having the best people on our team and we appreciate you letting us know how we're doing. Stop by if you need anything! Brenda Jeziorski Retail Store Manager T-Mobile REZONATE Local Guide·22 reviews·3 photos 3 months ago Jarell is my favorite!!! Great management and great prices! These guys/gals will hook you up correctly!!!!!!!! Shout out to the management team!!!!!!!!!!! Rose Gourley 7 reviews·3 photos just now New Tried TWO different days to switch to Tmobile. The 1st day just left me mad because I spent an hour with customer service, then got disconnected. The next rep didn't have any of my information previously discussed, and I was not about to go over again so I ended the conversation. Today I tried again. I was in the process to switch service for well over an hour. During that time Tmobile contacted my previous career and got me disconnected with them and never got me reconnected to T-Mobile! Now we're without any cell service! This is my 1st day off in a week and now I have to stand in my original carrier's store to regain services (for another hour?!) when I have other things I really have to do today! The inconvenience this is causing us is immeasurable, I will never use Tmobile, they are absolutely horrible!! read more

T-Mobile service sucks constant outage Tuesday getting new service elsewhere junkie service not worth the price

If you're thinking of switching Do Not Do it this is the most trash service I have ever paid for in my life and there used to have good coverage but not anymore and I have had my info stolen when they had their whole network hacked by some Chinese company and I never got any settlement money from any of that even though I've had my information or my identity f****** stolen twice now so yeah I pretty much paid to have my identity stolen twice and to have no service anywhere I go I don't know what to say besides this is the most s*** company I've ever dealt with they are seriously what is wrong with America as far as businesses go. Fuck T-Mobile read more

Just went in 30 minutes before they closed and had an amazing customer service experience with Alec. He was so helpful and thorough. He also applied my new screen protector so seamlessly. Great guy, great experience. I will be a returning customer because of Alec!! read more

I would give T-Mobile zero stars if I could. The coverage in southern california is non-existent. Instead of improving, I have noticed it getting worse, which proves you can go backwards from rock bottom. The ringleader of this sham, Srini Gopalan, must have had lobotomy along with the rest of the employees. I can count the total number of IQ points T-Mobile has on one hand, actually one finger. Their coverage is so bad someone should take that finger and stick it to them. They might offer the lowest rates, but you might as well be paying for the air you breath because your phone for sure as heck doesn't have reception. The viscus grease behind this skullduggery is their half-witted commercials, which they devote all their money and singular braincell towards instead of fixing their f******* network. I even found a true to life photo of the cell coverage, which is pasted below. The only thing less sparse than the map is customer service's knowledge. Odds you get a serviceman who doesn't reek with a foreign accent are less than those of winning the lottery. Go elsewhere, maybe even Mint Mobile. read more

T-Mobile is by far THE Worst phone company in USA I DO Not Recommend it to anyone. Worst costumer service, rude and negligence representatives in their costumer service center, No Costumer service Rights at all. It is chaos not a company, They see us as a piggy bank only read more

We went back to the store to resolve issues we were having. The person helping us pretended to care. Said he be right back. Left 20 minutes came back with lunch in his hand and had another person help. Ended up giving back the new s25. Not a user friendly device if you just want a phone. read more

One of the worse provider if not the worse. Customer service and employees in any of the stores I visited blame each other. Easy tasks you ask to do can never be completed by any of the employees like copies of statement or simply cancel lines. They keep billing you blaming each other for job not done, and you get stuck in a vicious circle. Too bad I do not have an option for 0 star.....STAY AWAY THEY ARE SHARKS. read more

I am still with T-Mobile T-Mobile services upgrade the price so I'm moving out with other carriers next month I suggest you guys do the same. They have a better deals than T-Mobile. I am moving my service to Spectrum with one year free for one line. read more

What happend to their customer service??? I went yesterday to try and upgrade my phone. No one greeted me or acknowledged me, I had to ask do I sign in or check in. It wasn't as busy as it usually is. The person that did end up helping me didn't seem to motivated to make a sale. He didn't make me feel like he was eager to help me find something or make any suggestions so I told him I was Just going to continue to look. Another associate saw me looking, didn't bother asking if I needed help. I guess no one really wants to work nowadays. I think I'll just stick to ordering online!! read more

THE PHONE SERVICE FROM HELL !!! Their operators are polite and sugar will drip from their lips but nothing will get resolved ever no matter how much they reassure you. I have been over charged every month for the last eight months necessitating I call their credit department to correct them and sure enough they acknowledge their error apologize tell me I will get a credit and it does not ever happen. So naturally I switched to another carrier who spoke to teen mobile on a 3 way conversation and legitimately ended them as my carrier. GUESS WHAT THEY ARE STILL DRAINING MY BANK ACCOUNT EVERY MONTH FOR THE STILL WRONG AMOUNT 0F 87.01 Save your self the aggravation and loss of income by avoiding this tras phone service. By the way I've looked up their rating, class action suits, individual small business claims and poor reviews with BBB. TOO LATE FOR ME BUT NOT YOU. TELL YOUR FRIENDS TOO. DONT LET THEM FALL IN THE TRAP ! Zero stars for them. read more

Worst phone company I've ever dealt with I have to join them because they brought Sprint and I was with him for about 2 years in the whole time they'd even tell me that I was supposed to switch over to the their plan and I was being overcharged for for months before they even noticed it. Then they charge me $20 to reconnecting fee without even giving me time to pay the bill off. If I had the opportunity to drop them before they merged with Sprint I would have. I was overpaying by $20 and not even having good service My phone was always breaking up in calls and I had to go outside just to make one. I. So glad I'm leave them know one less headache read more

I had 5g internet with T-Mobile for six months, and had a terrible experience with the service - I spent at least an hour a week on the phone with support, swapped my router out at least three times, and nothing seemed to work. Nobody could tell me why it was constantly dropping to less than 1 mbps when it should have been 250 mbps. To add insult to injury, when I finally cancelled, they told me I'd get a check in the mail for the $37 balance I still had. Instead, I've gotten statements every month for four months alerting to me to the fact that I have a $37 balance. Multiple people have promised a check would be arriving in the mail "soon," but I canceled in December and it's almost April with no reimbursement. My brother said they did the exact same thing to him when he rented a place for a couple of months - they promised a check would be provided for the account balance, and a year later, still no check for him either. It's not a ton of money, but failing to pay back people's money is criminal! read more

F*ck tmobile and thier customer service. I know it's kinda the same with most big companies now but still shitty when places like this no longer care about customers or doing the right thing. If you are not currently a tmobile customer I can not warn you enough stay away they will probably give you a good deal to sign up but once your a customer you are garbage to them. Really hope someone stops your acquisition of uscellar clearly your board members already make to much money since you treat existing customers so terrible. read more

Customer service is terrible at this branch. I've been here twice and both times have left feeling disappointed. 45 minutes waiting (with no A/C) and no one checked in over the course of the entire wait. Once I got paired with someone, they shared they couldn't do what I asked them to even though I've gotten it done at their store and others at least 3 times before. I suggest any other T Mobile store over this one. read more

I have been a customer with this company T-Mobile since they bought Sprint customer service is rude disrespectful and not ashamed to try under mind your intelligence I found out they have been overcharged, and they kept me on a lease program that ended in 2022 its now 2025 and to my knowledge of phone leasing or any kind of leasing once you're leasing time is up you should not be paying a leasing fee anymore And they continue to charge me one without my knowledge or me being aware I didn't realize this because I was paperless and all I got was a bill notice that it was due which I never thought of because usually prices go up and phone bills are usually high when you want good service, but there was nothing good about this service I only figure it out because I was seeing what I needed to do in order to leave this company in general due to other issues and this just add too if I never looked in to or realize it they would have kept continuing to charge me when they shouldn't. they are supposed to notify you when your lease is up and give you three different options to continue from. Upgrade pay the remaining balance off or return the phone in I never got the notification so I just assumed the lease was done and the phone Was mine we all make mistakes i ask to get a refund for the money I was overcharged which was close to $800. They told me all they can do was take $20 a month off my bill for a year which only comes out roughly 260 and when I asked for the remaining 500 they said there was nothing they can do and I will not get it back I even ask to speak to someone in corporate or give me a phone number to where I can call and speak to somone thats higher up to maybe resolve this but they wouldn't give it to me or refused not only do they not care about their customers, but they are willing to keep money they should not have received and basically laugh in your face about it they're slogan is we are with you But in this situation, I don't feel that I recommend you look at your account to make sure everything is in order. I would never recommend this company to anybody. read more

Definitely not the company that they claim to be. I have been with this company for over 20 yes in good standing. I requested a upgrade for my wife and I and was told by the representative that a upgrade would require me to change our plan and this would be okay. So changed our plan to a more expensive one and still couldn't get the upgrade to the S24+. Another representative contacted me and said sorry for the inconvenience but we can not do that. You're telling me that a multimillion dollar company can't waive $200 for an upgrade for a loyal customer of over 20 years. Customer service has gone right out the window. Spoke to Verizon and they will give us 2 S24 ultras for $0 dollars. Shame on you T-mobile. You're going to runoff all your customers. read more

T Mobile Liars & Thieves - Worst Cell Phone & Internet Ever! I became a New T-Mobile customer in December of 2023. I got reeled into getting the 5G Home Cell internet service on a trial basis. I got COVID and was unable to bring the unite back in until after the trial period ended, on January 23, 2024. I brought it back because it sucked worse than my DSL. I live in a rural area. T-Mobile did not give a crap & said I would be charged a prorate for the time I had it. Fine, I just didn't want the service and so I asked the T-Mobile rep to cancel it. I also called T-Mobile right after, to let them know to cancel it. T-Mobile's website was problematic. Many times, I was kicked off the website or the website was non-responsive and I was unable to see my account online and so I gave up. I trusted that T-Mobile would charge me for just the cell phone service I signed up for. BIG MISTAKE! I was able to get online without a problem 2 days ago and noticed that T-Mobile is still charging me for equipment I don't have and service I cancelled, that I cannot even utilize without the equipment I turned into T-Mobile back on January 23, 2024. I immediately called T-Mobile and their customer service rep said that they have record of me returning the equipment on January 23, 2024 but they don't have any record of the separate call to them I made, cancelling the 5 G internet service that I cannot even use without the equipment I turned into them. T-Mobile is refusing to refund the $540.00 of false charges over the past 12 months. the T-Mobile rep blamed me for the charges for the service, I was not receiving, because I did not monitor my account & that I did not call T-Mobile to let them know I was being charged for a service I cancelled on January 23, 2024. I am on auto-payment and paperless billing that the T-Mobile's customer service representative sold me on and gave me discounts for agreeing to use, when I signed up. I feel that T-Mobile intentionally promotes auto pay & paperless billing, so that you don't catch T-Mobile right away, in their theft. These charges are fraudulent and T-Mobile knowingly stole my money for equipment and service T-Mobile knows I didn't have and am not even able to use without their equipment. My 5G T-Mobile cell internet # was 928-266-7382. I have filed a complaint with the FCC & the FTC. I will look online to see what other agencies I can file a complaint with, to get my stolen money back. read more

Normally I'm not the type to write a bad review, but we are Super upset. My husband and I got the "Mother's Day promotion" on the IPad A16s. Rep said it was going to be $8 a month for the iPad. Well we ended up adding another iPad the following day and the guy told us the same thing($8 a month) we told them it was only for home use and we didn't need the additional service on it. Well I got my monthly bill and it was an additional $51 a month NOT $16... I called T-Mobile to try and sort it out and the lady told me it was required to have the service. I feel they scammed us and didn't even resolve the issue. If I was told $8 a month I feel they should have honored the said price. Super upsetting because I feel I can't trust T-Mobile and because the issue wasn't resolved and was brushed off, I will not be recommending T-Mobile as a service provider. This review is for T-Mobile customer service/ sales. read more

When we upgraded our phones we were told we had to mail the old ones in and they they would send us a return kit. When I packaged them in the bubble envelopes and the box, both phones were in perfect condition as the store employee can agree as he transfered our info over to the new phones. When they were received by TMobile they emailed me photos of both phones and the screens were shattered. They looked like someone took a hammer to both of them. I called and customer service refused to do anything but tell me how much my bill was going up as they were longer giving us the trade in credit due to the condition of the phones. They offer no discount or assistance which is crazy to me. They wouldn't accept them at the store, forcing us to mail them in so that all liability would come back on us. When my current phone is paid off, we are out. We will not return to TMobile. read more

Good luck making your payment through the app or on their website. The very first time you must try and try again. I've been doing this for years. It's ridiculous rejects cards that are good read more

The worst provider, no customer service competent,no memo when you talk with them,store are the worse,I ordered five line the promo was was free phone they told my sister you are qualified for just to phone and you need to pay 500 for each phone I am with tmobile 20 years I was wrong If tmobile think I am lair they can reply to this comment or call me Bench of liar people read more

Poor customer service. the worker doesn't even smile and seems that he doesn't like his job. The manager is mean and need to be trained to understand what customer service is all about. I am a Tmobile customer for more than 10 yrs now. This is the worst customer service i experienced read more

Went to T-Mobile to upgrade to new IPhone 16 advertised for free. Was advised had to upgrade my plan from 55 plus to 5g 55 plus. Was advised by sales rep plan was the same price I was already paying. I wanted to upgrade to IPhone 16 Pro Plus and was advised it would be an additional $14.00 a month. Asked sales rep three times "So my bill will only go up $14.00 a month"? He answered all three times "Yes your monthly bill will only go up $14.00 a month. My bill came and my bill went up $55.00. Contacted customer service who advised I must have misunderstood and that the additional charges were legal so I am stuck with them. This shows corporate supports their sales reps lying to make a sale. advise you record your transactions with this company. read more

I canceled my account with T-Mobile on December 23, 2024, paid off all of our devices, and switched service providers. I had no balance. T-Mobile called on April 14, 2025, to tell me that they never canceled my plan, and that I owe them $380, and that they are about to report it to the credit bureaus. I asked them what documentation they typically give when a plan is canceled, and they told me they don't give documentation for that. I asked them for an itemized bill, but they can't provide one. I thought it must be a scam, so I got off the phone and called the customer service line myself. Customer service made me drive to a store to verify my identity before they would speak to me, only to tell me that yes, they are going to ruin my credit unless I send them $380. They pulled the customer service records and said they can see when I tried to cancel the account and port out the phone numbers, but it didn't go through due to a technical error, so they claim I am responsible for the cost of a full family plan with international calling plus late charges for four months because a technical error prevented the account from closing properly. Beware that T-Mobile representatives are reasonable and easy to work with as long as you are shopping for a new plan or have an active phone plan with them, but they will rip you off the moment you change service providers. read more

I wouldn't recommend this location. My friend went in before I did and so I was a little confused to what I walked into. A sales associate was speaking to my friend about turning in her old iPhone for the new one. He repeatedly told her to "Calm down, you're a little too excited" while never answering her questions. He told her "you don't need that" to the phone she requested and he didn't set up my account correctly so I spent the next 2 hours on the phone with customer service unable to get into my account. When I went in to speak to the manager she said she would take care of the issue and cancel the line. She called me to tell me it was canceled, only for me to find out the next day that never happened and the line was still active, even though it take 5 minutes to cancel. I was also told that the store manager would contact me later that day, and I'm still waiting for the phone call. I'm very disappointed in the lack of customer service. read more

T MOBILE STOLE OVER $1,100 FROM ME In 2019 I decided to get the iPhone 11 Pro Max a few months after it came out (July). I decided to do a 2 year lease on it which cost $39.59 per month, just tacked on to each monthly phone bill. In April of 2020, T-Mobile buys Sprint, the carrier I purchased the phone through. My lease is still not completely paid, so I keep making payments. T-Mobile owned Sprint when my lease payment should have been removed from my bill. Fast forward to today, February 1st, 2024. I'm looking over my bill details and I notice that there's a charge on there that doesn't include my iPhone's protection plan stating that it's for leases. Confused, I check the leases tab and there are no active leases. I HAVE BEEN PAYING AN EXTRA $39.59 PER MONTH FOR 30 MONTHS ($1,187) FOR A PHONE THAT IS ALREADY PAID OFF. I call customer service and a very professional young lady named Diamond helps me, she tells me that they had to manually remove so many lease charges from people's bills. I asked if I could be refunded for these extra charges and she tells me that she can only refund 2 months worth of payments (under $80). I understand that she has protocols that will not allow me to talk with her supervisor so I don't even know why I bothered asking. I made sure to be really nice to her because at the end of the day, it's not HER who's been pocketing the equivalent of an extra YEAR'S WORTH OF PHONE BILLS from me. I have called customer service several times over the past few years for help on a few things, there have been PLENTY of times that they could have spotted this error. I am so upset about this and will be switching to a different phone company by February 21st (the day my bill is due) if I am not made whole. I advise anyone thinking of switching to T-Mobile to think twice about it, seeing as they clearly have no issue taking the hard-earned money that is not owed to them. read more

Good luck ever getting any kind of service from their customer service. They will give you the runaround and never really help you.

A very unpleasant experience. We got stuck with a phone we really didn't want, had to pay a restocking fee Manager was very curt and not at all flexible. read more

People at the 844 number, helped me out with the charges...not supposed to be any charges at the first place. Excellent customer service from this team read more

Amazing service. Helped me with everything I needed! Knowledgeable, helpful, patient. Highly recommend!

False advertising: rebate was represented as could pay for the first two months but fine print read could take up to 9 wks, meanwhile I am charged for a higher cost plan to get the rebate. read more

I switched to T-Mobile internet last year and was very happy for about six months. Last 2 months my internet was constantly interrupting every single day especially afternoon, often more than 7+ times a day. Equipment that I received from T-Mobile was telling me that I have a very good signal and connection and so I called technical support and talked to numerous people over period of 2 months about the issue. I had a feeling that there was no communication between them as each one was telling me something else but none of them solved the issue I called about other than they created even more issues with my account that I did not have previously, and because I was not getting service that I paid for I decided to cancel it and change to a different internet provider. read more

Ruben is the s**t!!! Great customer service and went above and beyond to help me! I definitely recommend this location if you are a t mobile customer. read more