EXCELLENT customer service!!! I went in here to get my sister a new cellphone, because hers broke, the local internet provider was taking weeks to fix her internet, and she had work she had to be able to do at home...so I knew she needed something with wifi-hotspot capability. I also knew she needed something that would take great pictures of my two-year-old niece, and wouldn't break easily when that same niece knocked it onto the floor! The woman who helped me here had a son similar in age to my niece, and immediately picked out a reasonably-priced phone for me that met all of my sister's needs. This woman totally "got it" when I described the situation, and helped me out quickly, with lots of valuable information, and let me know which extras were potentially useful, and which were a waste of my money. I always appreciate that kind of honesty! 20 minutes later, I walked out the door with a new phone for my sister that was all set up and ready to go! This store is also 100% WHEELCHAIR-ACCESSIBLE!! I cannot recommend the customer service here enough! I only wish I remembered the employee's name, because I'd happily give her a shout-out for being AWESOME!! read more

I needed to buy 2 SIM cards for me and for my wife. we did it without any problem at this place. the consultant helped us choose a tariff plan and connected SIM cards. we paid for them only after the consultant checked the SIM cards on our phones read more

My wife and I switched from Metro to T-Mobile and have had nothing but problems since. They are worst and the customer service is the pits! Stay far away from this company as this was a huge mistake we made. read more

- I saw a commercial on tv indicating that TMobile is willing to pay off your phones with your current carrier (up to 800) and bring you over to T Mobile. - I called to get my phone and three of my sons phones moved over to TMobile and luckily all of us owed under 800 for our phones. - Spoke with a representative for two and a half hours on the phone doing all the transferring - after asking one crucial question - "Do I need to pay anything out of pocket? Do I need to reach out to my current carrier to cancel my cell service." - "No Ma'am - nothing is paid out of pocket - T Mobile handles everything and they will reach out to your carrier and do the transfer. All you need to do is call us when you receive the sim cards in the mail (in 3 days) so we can get those activated for you. We will call your carrier and complete the process, and all you need to do is call your current provider about cancelling your wifi service only after you get our TMOBILE one and hook it up and it works, then you call your carrier to cancel wifi and the process will be complete." - Was also told I would receive an email upon completion of our call with instructions as well as promotional money on a gift card. EMAIL NEVER CAME. - 3 days later - sims come in the mail and I call indicating to the service rep that I never received the email with instructions so "I hope I'm doing this right"... and then told them that I wanted to know how to begin the process for T Mobile to pay off my phones with my current carrier. - The rep tells me that I am supposed to pay my phone off and then T Mobile will send me a rebate for each phone. I'm now dumbfounded as I spent 2 and a half hours on the phone getting everything prepared only to find that I am in fact now expected to pay out of pocket. This rep tells me that this is T Mobile policy and that they wouldn't have said that they would pay it - and I said TRUST ME I would not have spent so much time on the phone setting up service for four phones without confirming what my expectations were for finances... and I told them that their rep not only told me I'd pay nothing out of pocket, but also told me emails would be coming that never came, the entire thing was not adding up. - I asked to be done with them - without even ever getting started. Asked for a shipping label and within 1 day I was at UPS returning the WIFI router and the sim cards, and I was washing my hands with t mobile... very disappointed with the entire thing. - within about a week or so - I get a charge on my debit card for 180.00 listed as a recurring charge for T MOBILE. Now I'm back on the phone with t mobile for another hour while they "look into why I was charged and was told "We will look into this to see if we can do anything to get you a refund." - Rep gets back on the phone after a hold to tell me that they are processing the refund today but that it won't show up for three business days. When I asked why was I charged when everything was immediately returned, I already cancelled, and never even had a second of t mobile service and their explanation was just that "this was the card you provided so it automatically got charged." - When I asked if there was anything they were willing to do to preserve my interest in T Mobile or to make up for the headache that I've had with them, with no service to show for it... and she said "this is business and there is nothing more we can do but process your refund." - They told me to have a wonderful day .... I did... BUT... I think anyone should consider this story when calling them. read more

Sometimes going into a phone service store can be a little stressful. Your phone is broken, the store is busy, the employees are trying to sell you an upgrade. But this time I was so pleased with the University City TMobile store. I was greeted right away, the employees (Chris and Jonathan I believe) helped get my service issue fixed quickly. They were able to resolve the problem and explained what the issue was. The store itself was clean, following all COVID precautions and very welcoming. I appreciate having a local TMobile store to assist with any future phone issues. Thank you! read more

Stopped by to check out watch 6 and potential iphone upgrade options on Sunday. Walked in with no greetings until we shouted out hello anyone here for a minute. Then we saw a head popped out behind the curtain. Funny the employee there had nothing to care about. It's like we are bothering him for his day, if that's the case why shall you work here? We decided to let ourselves out under 2 minutes and the front was infested with spotted laterns. It's much worst than the chipotle reported on the news. Do something! Center city location has plenty of friendly and helpful staffs we can easily work with. Please choose your employee carefully, hire ones who cares about their responsibilities. read more

In the past, we got great service here. Now, not so much. Went in to spend $400 on a new iPhone, but the salesperson was so rude to my wife that she just walked back out. She's buying a new phone because her old one (which has lasted YEARS) finally gave up the ghost, and his attitude towards her inability to access the phone (which is, um, broken?) moved between condescending, and outright angry. She asked him to be sure to tell his manager he just lost a phone sale, and an ongoing customer (we have a teenage boy, after all, so lots of phone purchasing going on), but I doubt he will, so I thought I'd type it here. read more

What a world of difference from the location in the Plymouth Meeting mall! I've patronized this location on multiple occasions because it's right by my office. The staff is always super friendly and helpful. They even acknowledge you if you walk in while they are all busy with other patrons. This should be standard practice, but it is not. Tip: they have a machine in the back of the store where you can pay your bill. It looks like an ATM. I've seen people use it. Pretty cool! I recently upgraded my phone to the new HTC One here, using their awesome JUMP program. You no longer have to re-up your contract when you get a new phone and you pay for the entire thing with interest free installments. It's awesome. I love my new phone. I am also able to return my old phone, which isn't that old really, and get a trade-in refund that will go directly towards a bill. I've been a T-Mobile customer for ages because I've always received the greatest customer service (except for at the Plymouth Meeting location). I'm really glad that this West Philadelphia location lives up to their high standards! read more

I actually really liked the employees in this store. They were very friendly and courteous and helpful. However, this store was absolute CRAP when it came to the quality of products and pricing on the accessories. It was so bad that it actually made me angry enough to call T-mobile customer support and complain about the store. T-mobile informed me the stock of each store is left up to the individual store owner. Hence this review. I came here looking to buy a headset for an HTC Sensation, which I purchased from T-mobile. This phone comes with a very good OEM headset, it has outstanding clarity of sound, and is comfortable in the ears and stays in. The headsets sold in the store were a whopping $21 and (a) their sound quality was terrible (b) they don't sit comfortably in the ear and they kept falling out. Pretty much unusable headsets if you ask me. Thankfully I tested the headset out in the store, and was able to return it on the spot. I went home and went online and ordered the OEM headset from an online store selling it for under $10 INCLUDING SHIPPING. Talk about INSANITY. This place could be stocking the high-quality OEM headsets and selling them at an 100% markup and STILL be selling them cheaper than the $21 piece of junk they were trying to give me. Seriously, I'm a business person, I am running my second business. It's not my job to select which products to carry. It's the job of the people who own or run this store. When I can do the job of selecting products better than the people whose job it is, something is wrong. read more

This store clearly needs some Yelp! love. Quick version: *Good customer service *Beautiful, bold, clean storefront *No aggressive sales tactics *Accessories too expensive Let's face it - buying a phone, changing a contract, getting something fixed, etc. etc. can be a terrible experience that we all dread. And I'm going to be up front with you - it took us an hour and a half. But I've gotten four new phones/contracts in my life (I've moved around a lot #reasons), and this was the best experience by far. First of all, remember that while one storefront may *represent* the company, they can't make or break the rules about who pays what to end a contract. They can only smooth out the bumps. We waited for a while and it was frustrating because there were only two employees on the floor and ten people in the store. Then, we met Natalie. Let me tell you about Natalie. Natalie was finishing helping this other customer who, like me, was getting his very first smartphone (I know, I am late to the future). She started our move from Verizon to T-Mobile while finishing setting up his account. She was a master - every time we were in a "wait period" to here from Verizon, etc., she would switch back to him. It was seamless and didn't make either of us feel like we were waiting at all. She answered all of his questions about *everything* ("Where's my email?", etc.) with such patience and friendliness. It was awesome. She also tangoed with Verizon who, of course, didn't want to let us go. She worked it out so that we'd have the best deal we could. We walked away happy, but tired of standing, customers. I think that T-Mobile, like all major telephone and internet companies, is probably corrupt as hell. But look...we need them, and we have to suffer through the implications of that. We might as well have the nicest interactions we can at the individual storefronts, and the one on 34th is awesome. read more

I want to clarify that I am very satisfied with T-Mobile carrier services. However, the customer service in that store is very disappointing. While transferring my prepaid numbers to a T-Mobile family plan, we were charged for upgrades that we never asked for. Then they said that they would fix it, but they never did and we were overcharged for two months in a row! Finally we found a way to cancel the upgrades online without any help!! And the most important! I have been going to the store back and forth for 2 months to ask for a refund for their mistake, always getting the answer that the manager will give me a call. And of course this never happened. Today was my 14th visit to that T-Mobile store. TRULY DISAPPOINTED by the customer service! read more

T Mobile takes First Place for THE WORST internet provider on planet Earth! I dumped them today and I would never, ever recommend this company to anyone...ever. read more

On 2/13/17, I cracked the screen on my phone, I called Tmobile to get a new phone through my insurance I paid the $175. I received the phone in about two days i believe. I go to a Tmobile store to help me input my sim card the store is located in Plymouth meeting, PA. The retail sales woman looked at my phone as she looked at my phone there is some damage to the top of the phone she said she will update my account and put in the notes that the phone is damaged. She said for me to let them know as well. I could not do that because I was leaving for vacation that weekend and I would not be receiving my phone in time. My vacation was in Mexico and i did not arrive back into the states in about a week and a half later. I get home called T-mobile to let know the phone is not working. It cuts off alot like 98% for no reason. I could not enjoy my vacation to take pictures because it was no use to me. (Note: the phone was left in the safe the whole trip.) Now i pay the insurance for $175, a new phone has been ordered and it is sent to the T-Mobile store. the Phone arrived a the store on a Saturday 3/4/17 @ 3441 Chestnut street, Philadelphia, PA 19104. On Monday 3/6/17, I proceeded to pick up my phone. I tell retail manager Jeremah that I was pick up my phone he tells me that the phone has water damage. let me back up prior to that he asked his co-worker who was standing next to him how does this look the co-worker said it looks fine, no damage. The Retail Manager proceeded to check the phone and tells me I cannot get the phone and it was nothing he can do to help me. I asked him did he check the notes that the damaged when i received it. he said it's not his problem that the retail rep just said that it was damaged she did not specify if it was water damaged. I became very upset because first the insurance company sent me a refurbished phone that was defective. I was explaining to the Manager that is was unacceptable that he being a manager he should help me come to a resolution. He had a smirk on this face and he laughed. If he was a manager why was he not being polite nor was he trying to help me find a way to get my phone. he said he could not help. I felt discriminated. I am African American educated woman who had no right to be treated the way he did. I do not understand how he has became a manager he has no customer service etiquette. I was furious now because he made sure he was not going to help me. I asked him to look at my notes in my file. My bill was current i pay on time and i am a valued customer. I have never had this type of problem. I had no reason to lie I just wanted a working phone. It was not fault that I was sent a refurbished phone and i was made accountable for T-Mobiles negligence. I got home call T-mobile, I spoke with three customer reps who all said you will have to pay another $175 in order to get a new phone. WHY??? oh one rep says to me to sell that phone and get a pre-paid phone until i can afford another one. REALLY!!!!if you looked at the notes in the you would clearly see that the phone was damaged when i received it. After all that I get a fourth person she looks at my notes and sees that i was in Mexico and she was so nice and polite, her name was Miranda. She helped me get a new phone because she went over and beyond her pay grade to make sure I received a new phone and I thank her. Thank you Miranda for your help!!! i think she was in the Springfield, OH office. All this could have been done effectively and efficiently if the Retail Manager at 3441 Chestnut Street, Philadelphia, PA 19104, would have done his job correctly. All of this would have been solved if he was not lazy in doing his job. T-mobile needs to educate their managers on working with the public and learning how to help customers who are honest. I work hard everyday and I believe that the chain of people that i had to speak with was unacceptable. I blame this on T-mobile's lack of training for customer reps and managers. I am still furious and upset that T-mobile allows this kind of poor customer services. I hope in reading this you will understand where i am coming from. Signed a dissatisfied customer Michele 0 0 read more

T mobile signal sucks. Coverage is worst. Internet connection is slow. Dont get a sim here if youre in philly

Awfully slow service, waited in line for 30 min to get a charger. Meanwhile two employees were chatting away.

Went in there to try and buy a new phone. I asked a sales person on advice on features, price, best option for my plan and he responded "it's all there on the signs by the phones, so um ya." I then asked if he had a recommendation for a good phone for its value and he said "no they are like like $500 if you don't also sign the contract with them." Finally the phone rang he answered, and i heard him literally tell a customer on the phone "sorry, but i just don't see why you're upset and if you are you should call customer service." only redeeming part of the experience was that another sales guy "matt d." came over and was able to show me what kinds of phones I'll need depending on what I want to do. (I should mention I only went in because I wanted to buy a cheap phone to use temporarily until I get my phone I ordered offline in.) read more

While I have called this store several times before and found that the some of the staff are very knowledgeable, walking in is a completely different experience. I was in the store to exchange my Galaxy note 7 which was on recall. I called first and spoke to Andrea over the phone who told me although they are open at 10 they could not release any of the replacement phones until "11 something" because her manager had to inventory them. OK... So I decided to go at 11 o clock anyway. There were 3 people in front of me exchanging Note 7 phones. 1 Guy looked to be exchanging at minimum 6-7 phones, one just left, and the other just 1. Jeremiah (assumed to be customer service rep) walked up to me after about 5 minutes of me standing there to ask my name and what my visit would entail. After telling him I was interested in exchanging a Note 7, he explained that it's a process that takes about 20 minutes and there were 2 people in front of me. He then asked me "which color Note 7 do you want? I just have to make sure we have them" I told him silver and had a seat. He went in the back and returned and was assisting with the man exchanging 7 phones. I waited patiently for about an HOUR which is NOT the issue. The issue is when it was my turn to be serviced, an associate whose name I didn't catch comes in and asks who is next. I say "I am" but once he sees there are no open terminals to make the exchange, he helps the next customer who was only paying a bill. I'm cool with that... But when a terminal opens he just totally blew off the list of waiting customers to help the woman waiting by the door at the open terminal?? Jeremiah did steer him away from that customer to me claiming I've been waiting long before her. I tell the rep I want to exchange my phone and he starts asking the rep next to him how?? sidebar---The only guy that seemed to know what he was doing was helping the guy with the 7 phones, and the guy who I assume was the manager (whose name I can't pronounce or remember) was helping a customer who used to be an ex-employee buy a phone case for her old ass I-phone for OVER A HOUR. She was there before I walked in. Clearly she just wanted to talk because after every issue she could possibly think of was almost resolved she thought of something else to buy in the store and talk about absolutely nothing some more. Anyway after the rep asks me which color I want the talk a-lot manager walks in the back just to return saying "we only have blue" HUH? you don't have any? What was the point in my telling you which color I wanted from the start? I asked him to talk to Jeremiah because he's the one that said he would check for silver. He mumbles something to the rep and he comes over to say we don't have any silver, and hands me my receipt in a bag. I'm pissed. I wasted my lunch hour, but they didn't even have the decency to apologize and admit they dropped the ball. Something of note, I called Samsung directly and had a phone overnighted to a DIFFERENT store... read more

I rated this store with 4 start. here is my update after 1.5 years: Frustrated. I signed up for 2 lines for 1.5 years ago and I was told that there is no contract to sign. I paid $1200 for two phones and today i learned that I have a contract until March 2015. Ridiculous business practice and I was cheated here. read more

This has to be the worst experience I have ever had with Sprint. Every since they merged it has been nothing but a headache. I been with Sprint since 2006 & never had this many issues that I have had in the past 2 months. I was sent out trackers that I didn't authorized, was charged foe canceling them, and to top it off I upgraded my son's device 12/21/2020 and it was put on T-Mobile network when I am on Sprint network. I couldn't use the phone for days. I was told to return the phone to T-Mobile instead of returning it back to Sprint and I wouldn't be charged however that was incorrect. I returned the phone and will was charged an "early lease cancellation " when I called in about the fee I was told that they just started that and I shouldn't been charged. A case was created for me however no one called me back. I called in again today and now I am being told my bill was adjusted on the 21st of Dec but the warehouse didn't receive the phone until January 13th so how is that??? This has took the cake and I am now leaving Sprint after 15 years.....2 much of a headache read more

Best phone experience! I used to be an AT&T costumer and it was always so difficult getting anything done with that company. I recently moved to the area and stopped into this store to switch phone companies and Shahmar made it super easy and went out of his way to mention all of the deals and promotions the company was offering in order to save us as much money as possible. My boyfriend and I walked out with two new iPhones and a monthly cell bill that is way less than we have ever had. Shahmar was such a great help! If you're ever in this store, ask for him! read more

Manager (?) who helped me was excellent. He helped me pick out a phone without trying to upsell me, and was honest, informative, and efficient (helped the customer behind me pay his phone bill while my phone was updating). Only potential downside I saw was that it could have been a terrible experience with another employee: I overheard him asking another employee if she wanted to help with something, to which she gave a snarky "no". I don't know how this store does hiring, but I hope they do justice for the good and the bad. read more

Your experience will depend on who you are speaking with. Most of the representatives are kind and will help you with your process. If you speak with the manager however, you're going to have a much harder time. My experience with the manager (dark haired Caucasian woman) was extremely unpleasant; she refused to help me and harassed me because I hadn't purchased the phone from T-mobile. Horrible experience, would not recommend if talking with the manager but the other employees are fine. read more

Another T-Mobile location staffed by incompetent people who do not know how to transfer your contacts to a new phone, and do not care if you lose everything. They straight out told me that they no longer have the connector for my old flip-phone, they junked it when they got an update. Do they think the old phones will never be upgraded? Isn't that supposed to be their bread and butter? read more

T-mobile as a company seems to have some decent policies as cell carriers go. The network is not as extensive, so that has to be their selling point. Beware, though, of the stores. I will do everything online or with phone customer service in the future. The business practices of the stores must encourage them to get sales at all costs. They sold me a phone I wasn't sure about because they didn't have the one I wanted. Told me I could return within 14 days if I changed my mind. What I wasn't told is that there is a $50 restocking fee -- this is for if you take the phone out of the box, I understand, because they can't resell the phone. I tried to take it back completely unopened, untouched, and they still wouldn't take it back without a restocking fee. This is completely ridiculous -- $50 for someone to walk the unopened phone back and put it on their shelf -- in exchange for a more expensive phone. No manager would even budge on this. Felt really betrayed. In the end, I called phone support. They credited my cell phone account $50 so I could go to the store and accept the restocking fee to exchange my phone. Ridiculous! Makes me nervous to trust anything they tell you in the stores. read more

I've been with tmobile for years and during the last year their service is non-existent. I get no signal, disconnected phone calls ,lost message and no Internet . Get your service somewhere else! Or pay 150 a month, call and get your apology every week/month with complimentary 20.00 off your bill. Which is still 130.00 overpriced. read more