Alex was the best! Awesome store very friendly service and the best pricing around highly highly recommended been coming here for years!

The 4-star rating is for this particular store, and this store only. Not necessarily for T-Mobile as a corporate entity. A few months ago, my old-fashioned flip-phone broke, and I thought maybe it was time to belatedly enter the modern era. A friend of mine stays up to date on technology and I had been impressed with the photos he took on his phone (another friend, a professional photographer, advised me to get rid of my old 35mm camera, as the chances of ever using it again are pretty much non-existent). My friend with the impressive phone photographs agreed to accompany me to the nearest T-Mobile store in Hackettstown, and see if they could hook me up with the same thing. When we arrived at the store, we were told the phone we were looking for was "on back order," but I was offered what I was told was a comparable phone for less money. My friend did "due diligence" on his phone (if addition to photos, he can look up reviews, articles, etc.) and said it was a good deal, and I should jump on it. With alacrity and pleasure, I made the deal. A word about my friend...he abused massive quantities of alcohol and drugs over the years, and was the last person I ever expected to sober up. But he did. Unfortunately, his short term memory has been severely damaged. On the one hand, he's an example of hope and inspiration for those afflicted by long-term addiction issues. On the other hand, he's a living cautionary warning for those expecting to abuse substances with impunity and without consequences. I mention this because it is germane to the review. The next morning, he called me from his home, read what he had written down when we were buying the "new" phone, and said, "I'm doing a little more research here, and that phone you've got is not comparable to mine. It's almost like a bait and switch. I really wish you had brought me along when you bought it." Alarmed, I practically shouted, "Dude, you were standing right alongside me!" "I was? Oh...shi...Man, I'm in bad shape. I don't remember it. Well, I'd go back with you, but I gotta work today." When I called the store to return the phone and get the one I wanted, the teenaged zombie on the other end replied in a flat monotone, "It's on back order." "When will it be in?" "It's on back order." "Do you have an idea..." "It's on back order." Angry that I was going to pay for a phone I didn't want, envisioning in my panic that I might be stuck with it (I had cancelled my service with Verizon Wireless, and the flip-phone was irreparably broken), I called the T-Mobile in Flemington. The person I spoke to was marginally more helpful...at least he sounded as if he had been blessed with a pulse...but he also advised me that the phone I wanted was "on back order." I asked if that meant it might be obsolete. He conceded that it might be. He agreed to take my name and phone nbr., and said he would contact me when the "back order" arrived, but I had a bad feeling that that information went right into the "circular file." I wasn't anticipating that he would contact me any time soon. Any time soon like...ever. In desperation, with a feeling of ominous dread, I went to the store in Rockaway. It had been years since I had been in Rockaway (seeing "Midnight Movies" at the mall), and it was not in a part of NJ I remembered with fondness, but I was determined. And pissed. If I was not the victim of a bait and switch, I sure felt like one. Thankfully, the process at this T-Mobile couldn't have been smoother. Everyone was informative, and helpful. Yes, the phone I wanted was no longer available, but they recommended a model that was indeed comparable, if not better. When I ran it by my memory-challenged friend, he looked it up and said, "Yeah, that's a great phone. In fact, I'd like to replace the one I have with the one you're getting." I was able to return the phone I didn't want, and get the one I wanted. One that was actually better than the one I wanted. A lot of time was wasted, there was a lot of angst and frustration and exasperation, but in the end, everything went as it was supposed to go. I got my new phone, it's set up, and I'm taking photographs, and doing everything else that an old codger entering the "modern era" is supposed to be able to do on such a phone. Kudos, T-Mobile of Rockaway. To those consumers interested, as I was, in the "new technology," make sure to shop around. As my experience makes obvious, all T-Mobile stores are not alike. read more

Very poor customer service, lack of attention to detail. we went in to upgrade our phones for the new I phone 15. the store had a decent amount of traffic but it was adequately staffed, with at least three sales associate available chatting together. however we were asked to give our info to get a call back. they never called back, we returned to follow up and one of the sales associates rudely dismissed us when we went in with the interest to upgrade our devices. Don't go here! read more

This rating is for this store and not T-Mobile, because I like the company. This location however is a huge waste of time. I don't usually like to single anyone out, but I can't for the life of me understand how Miguel can be working there and not know ANYTHING about helping us upgrade! We went back in October and he had to get someone else who was ok. We just went back Jan 1, and he still knew nothing and had to go try and find someone, but unfortunately she was playing on her phone. Our upgrades will now be done via a phone call. read more

My review pertains only to the customer service we received at the Rockaway, NJ store when we went in for help. My husband and I went in to seek help about the poor cellular reception we were getting, as opposed to our Verizon friends and received no good advice, basically it is what it is And blew us off. A few weeks later my daughter went in with basically the same complaint and got helpful suggestions that improved her service. We have identical iPhones. Why didn't we get the same help? Is it because we are older and they didn't feel that older customers are worth helping, less important as a customer or wouldn't be so quick to post a negative review? if so, big mistake! read more

I haven't been this aggravated in quite a long time..we went to T Mobile in Mt Olive where they were unable to figure out what was wrong with my phone so they sent me to see the manager Jeff in the Rockaway mall who thought we were coming for an upgrade..soon as he realized we were there for a different reason..he was quickly unable to help and told me to call tech without even looking at my phone or making eye contact with me once..told Jeff we had canceled a 3rd line months ago but were still being charged..still not looking at me was unable to help! No more T Mobile for me...thanks to you and only you Jeff...you need to find another job pal read more