I added 1 phone to my account and was told 4 trackers came with my package for free. I found out a year later that they are each $25/month for 24 months!!!! I tried to return to trackers and they refused. I have been on the phone with customer service for 30 minutes. I can cancel the trackers but will not get my money back. I never write bad reviews. beware friends. I have paid for 4 unused trackers that I was made to take for over a year at $25/month. read more

I switched from ATT to T-Mobile. Received my phone and when transferring all my data from my IPhone 14 the directions indicated my new number would be ..... Since I wanted to keep my original number I immediately stopped the transfer! After talking to customer service they explained this would not change my number and it as a temporary number. This service rep then was assisting me to finish the transaction. After 3 hours of multiple attempts to transfer my data we had to go back to the factory settings and then download all my apps, storage etc manually. I have never been so frustrated. I must say the customer service agent was most kind even though he too was frustrated with this ordeal. read more

T-Mobile, you have to do better. Your retail staff in Louisville is working *so hard* to create great customer outcomes. They are professional, patient, and determined to help us succeed. Shout out to Joe at this location in particular. Your systems, on the other hand, seem to be actively working against even the most tenured and knowledgeable of them. In my MANY hours spent in-store for a simple phone upgrade - at multiple locations trying to get whatever problem it was fixed which frankly is still a bit of a mystery to me - I witnessed multiple disappointed customers who didn't get the experience they were hoping for and it all seemed to be a problem with systems and teams not connected to each other. This seems to result in the customer getting stuck in the middle, with your retail employees figuring it out. They need to be supported better, and so do your customers. Every time I have to interact with T-mobile it feels like a punishment. The only bright spot is your employees in-store who are there with me, but it shouldn't have to be that way. Do better. read more

chacon was awesome and helped me set up everything and took great care of me thank you t-mobile

Beware when they tell you your Samsung phone is eligible for a FREE Samsung promotional. My fiance' went to buy a new phone at T-mobile on Bardstown Rd, Lou,KY 40218 and to put me on his plan. I had a plan with ATT. He paid for his phone with a credit card. Manager told me I was eligible for a free Samsung S24 upgrade. I asked several times is this really free, answer was yes. So since Oct 2024 when first bill came there was an installment fee for my Phone of $38.00. It has been 7 months now and cannot get this reconciled. Fiance' has been with T-mobile for yrs. And was just adding me to his plan. The plan was 50.00 a month for me and 57.00 for him which our bill should only be $107.00 a month. Instead he is billed for $145.00 a month. They are trying to tell us we are under contract for my phone that we were told was a FREE upgrade promotional. We signed no contract, was given no copy of a contract and they refuse to send us a copy. So here we are. Biggest lying scheme ever from a cell phone company. I should have stuck with ATT, I was happy with my phone but when they said FREE upgrade I fell for their scam. read more

Store 7613 - Mike and Roland provided excellent customer service to me and my dad. After being treated poorly and walking out of the Westport store, we drove over to the Shelbyville store to get my dad's new phone set up. We were greeted immediately and with a smile. Roland and Mike were both knowledgeable and friendly. Mike addressed my concerns immediately at the T-Mobile franchise in the Springhurst Town Center (Westport), while Roland assisted my dad. It was a positive environment and a great experience all around. For all of my T-Mobile needs, this will be my go-to location. Thank you, Roland and Mike, for being kind and professional. read more

I have been to this store a dozen times or more. Never have a had a poor experience. I just purchased a Note 10+ there. The rep was very knowledgeable and friendly. He even assisted me when I called to return my old phone. I think people should be cautious when reading poor reviews of utility service providers. If you randomly choose 100 people and asked them, "How do you like your cable company?" how many good reviews are you going to get? I have been with T-Mobile since the very first Android phone. People laughed at me and the service was dicey. Today, I get very good reception, excellent tethering speeds, and a price that is has been impossible to beat. Go to AT&T and see what you get. Many of their "branded" stores are not company owned. Often the terms and return policies are not the same. read more

When upgrading my Samsung 8 to the Note9 the staff was extremely helpful. There was no pressure what so ever. Photography was my main concern. The manager spent over an hour letting me compare camera's! I was happy with my upgrade and with the level of professionalism I experienced. read more

Very satisfied with the service here. The employee Jacqueline was very nice and helped her to the highest of her ability. A definite asset to the store and company. read more

Horrendous service experience. I was switching from AT&T to T Mobile and they made the process extremely painful. I had to come back to the store 3 separate times and the last time was here from 3 pm to 5:45 pm. They couldn't figure out how to do the transfer at one point and then there system went down and had to be updated. They sent me away to "run errands while i waited" and i came back an hour later just to realize they still hadn't started the transfer. On top of that my temporary number was only supposed to last 24 hours but here it is 4 days later and i still have a temporary number. Finally i come inside to get the temporary number situation figured out and all 3 employees look up at me and then look down. No "hello"...no "well be with you shortly". I'm a very easy, understanding customer and i work in retail so i know how dealing with customers can be, but this was absolutely ridiculous. Two stars because at least they were FINALLY able to get me switched over. read more