The nice woman who helped me exchange my S23 and transferred data was beyond helpful. I will never go anywhere else, her congeniality and professionalism were awe inspiring--I work in the service industry-- so I notice these things. Nice nails too !! ATTA GIRL !! read more

Been a t mobile customer for 5 years and this was my first time coming to this location and everyone was really nice

Had a great customer service experience at T-Mobile store at Fallsgrove in Rockville this morning. I was trying to switch carriers from AT&T to T-Mobile while keeping 4 numbers. I could not get connected to the T-Mo cell service despite 2 long calls with T-Mo online customer support. I did the proper number porting procedure with transfer PIN etc., but hit a wall when the new iPhone would not recognize the T-Mo eSIM. Took my old and new phones to the store, where Faith pulled a workaround out of her bag of tricks, and voila! New T-Mo iphone up and running with T-Mobile cell service. I had no wait at the store (on a Monday morning) and Faith wrote down the procedure for me so I could use it at home for the other phones to be transferred. Highly recommend this store. read more

I was apprehensive about changing my phone and my phone plan (way overdue. I had been leasing and Iphone 8.) I went to this store and Jazmine Clark assisted me. I took a great deal of her time because I was apprehensive and I had so many questions. She is simply the best! She was so patient and knowledgeable, and really helped me decide what I wanted and needed. I have never actually experienced such great retail service. I can't recommend her enough! Going to this T-Mobile location was the best decision and I was so lucky to have Jazmine assist me. Jazmine, if you read this, thank you once again! read more

Janae is THE BEST! Like start singing the Karate Kid song in your head right now... ok fine I'll give it to you. The one that goes "[S]he's the best arrrrround. Nothing's gonna ever keep her down! [S]he's the best arrrrround. Nothing's gonna ever keep her dowwwwwwwnnn!" But seriously, she's the best. Before I get into this b, let's go into my own little personal pensieve and explore a much less excited Mike B. The year is 2016, the date September 7th; the brand new Iphone 7 debuts to the American public on it's first day for purchase. It's the first year I decide not to wait in line 10+ hours for the Apple Store to open since the I phone 4. I decided to take the easy purchasing route and just hit the AT&T store that day to grab a 7 and be done with it. I know you're asking yourself. Why didn't I just do that every year. Believe it or not... I had a lot of fun waiting throughout the night with other Apple Fanpeeps. But we're getting off topic. Back to the AT&T store. I get this guy who is just shady as shady can be. First thing he tries to get me to do is buy direct TV with my new I phone. I was like... no thanks... we have a tv provider that we're happy with. And his answer to that was too harass me for an additional 10-15 minutes and tell me how I could literally just sign up for the service, put the Direct TV box in my closet and still save money on my phone bill and get unlimited data. It took me about 12 minutes and about 15 questions to realize that the price ratchets up after one year. So yes... it was free now... and yes... it would have given me unlimited data. But a year from then I would have started paying 60-70 bucks a month or something for Direct TV service... for a box... that was sitting in the closet. What I did fall prey too was a "free" Ipad mini that I got. He was like.. oh we have a special promotion with the new I phone where you get an Ipad mini completely for free. He told me it was completely free... no catches. I wasn't signing up for any additional service. What he didn't tell me was that there was a 30 buck a month fee to have the Ipad share the data from my phone plan. Like... for real guy? This is how you want my I phone buying experience to be. You just trick me into buying things that have hidden costs. To cap off this whole experience... My I phone sucked. Sorry Iphone 7... you did not live up to previous Iphones. So let's get back to T Mobile. I walked in an immediately asked for Janae or Mark (thank you Samantha L and your review). They told me that Janae would be back in just a minute. She was just next door. She came back and was able to answer ALL of my questions. I was SO in between getting another Iphone or potentially getting an Android, but ultimately settled on the Iphone XS cause... I did not want a curved screen. Sorry Samsung... I think it's silly. So... Janae was so awesome at explaining the differences to me in between the Iphone XS and XR. She even pulled up a website that did a side by side comparison. And then... she dealt with my super indecisive self when I asked her for the gold XS... then went to the bathroom, and decided that I wanted a more executive look with the space gray XS. She didn't even blink an eye. She was just so happy to help. Throughout the entire time we were switching my phone plan over and what not, people were coming in for T-Mobile Tuesdays, which is this program that gives out free swag to T-Mobile customers at their stores. She explained that program to me... and got me a travel coffee mug from a previous T-Mobile Tuesday. I mean... man did she pull out all the stops. Not only that... she was just so easy to talk to, and I felt like I was in good hands. She has a good sense of humor and she's a fan of "The Good Place." And we both love the character Mindy St. Clair. So yeah... I just had a wonderful experience. I got a new phone. My phone bill has been reduced by 43 dollars (and that was the monthly payment AFTER I paid off my last I phone). Janae is the best I wasn't sold a trojan horse AND I got a swag gift from a prior T Mobile Tuesday Just as happy as happy can be. I highly recommend T-Mobile and more so Janae. I really never imagined a world in which I'd be so happy going to a phone provider's store. read more

After Ney helped me upgrade my phone at the Federal Plaza location (the very knowledgeable, calm manager), I needed some more tweaks. Made the mistake of stopping into the Fallsgrove location. There were two people. One was nice but clearly new-- no help there. Then the "expert," Nadia (no name tag. I had to ask.) stepped into the picture. Masked is fine, but she then made a point of not only putting on gloves (OK...), but she didn't approach me or my phone. I'm not sure how she was going to look at the screen or help with the device. I went over to her. She had no clue about how to fix it but kept replying with the diagnosis I had already offered. No apology. No suggestions as to whom to call or consult to fix the problems. Useless. Total waste of time to stop there. T-Mobile needs to train these two employees in customer service and knowledge of their products!!! read more

If I could give a zero I would. My husband went to this store to replace his phone because it died. The person who helped him was in training. We don't fault this person since they are new but still it was a terrible experience. My husband waited at the store for 4 hours to replace his phone, not join T-Mobile for the first time, to purchase the new phone. This employee was slow, unhelpful and clearly didn't receive the right training nor did the other staff help when the employee was struggling. The store was empty when my husband arrived. On top of that, they set up my husbands phone wrong so he needed to go to the Apple Store and then a different T-Mobile store to set it up properly. Also when he was having difficulty with his card to pay the employee said he should call me to come help. How with what phone ?!? That's what he came to your store for. Never returning to this store. We are thoroughly disappointed especially because this used to be a good store. We will be going to another location from now on. TLDR: Staff are unhelpful, slow and poorly trained. Tried to buy a new phone. Phone set up wrong. This location terrible. read more

We had a wonderful experience with Mohammad today at the FALLSGROVE Rockville TMobile store. After having the worst experience ever at AT&T next door, Mohammad quickly got our phone and accounts sets up (and with a smile). Everyone at this location is very knowledgeable and friendly. read more

Horrible horrible horrible. Don't go here. Don't go to T-Mobile. Just, if you see a "T" anywhere, go move to another country, because this company will ruin your life. The sales reps are rude at this store and the company T-Mobile itself is straight incompetent. And i'm not being dramatic. Run away. read more

Business yes, this store NO. Unefficient, feet literally dragging to take clients, can not understand their English, humped up on the counter, store had no Hand sanitizer and floors were dirty...this is the first time I see this behavior, maybe too young and no skill to run such a good respectable business..... read more

Andy is very unhelpful. He is not willing to help at all he tells me to go another store. Update: I asked to speak with the manager also. They threatened to call security if I don't leave the store. Who does to their customers who is not yelling screaming just asking for help. From the moment I stepped in , he was only finding reasons why I should not get the discount. Since he was not willing to help, I asked Deren for help he said he said he cannot help anymore than Andy. Your employees need serious training. I am not calling you to discuss anything because I already tried to speak with the manager after asked to leave the store. He knew to call you to complain about me but didn't let me talk to you. Watch the video recording of this. Thanks read more

really bad place, went to do a jump on demand upgrade, the manager couldn't even find out how to reset my phone, a waste of a trip. Avoid!

My folks went into this location the other day (May 25th around 3 pm) to transfer my Dad's phone into the new one I just ordered for him. First, the salesperson was laughing at his choice of phone. Then when they asked for the manager they were told that the Manager was eating lunch and couldn't come out. I am APPALLED to say the least. Beyond the disrespect they felt when they were there, a Manager of ANY establishment should be open to talking with their customers. Over the years I heave eaten a cold lunch because I value customer care. This location obviously couldn't care less. They should probably have looked at their account. Not only have they been T-Mobile customers since 2003, they are also in a position to walk away without any penalties nor contract requirements. This is not the first time this has occurred, and quite frankly I am tired of dealing with your lack of customer service towards them (and others). I am not in the same state, and cannot protect them nor help them when in person assistance is necessary. I rely on locations such as this to help them when they need it. YOU FAILED!! This treatment is absolutely ridiculous! This particular location has the rudest, most insensitive staff! I would not recommend this location to ANYONE! read more

I'm pretty happy with T-Mobile service generally but this review is about my local shop. And it's garbage. I took my girlfriend in to get her put on my account, and long story short, they managed to put her number on my phone, delete my phone number, and give her a random throwaway number. I was told that it could take up to 60 days to get my number back. I know this is on me too, but they kept my driver's license which I didn't realize until after they closed, and their posted business hours have no root in reality, it seems that they just open whenever the first guy decides to show up and close when they get bored. Also, they're generally cordial with me, but it probably helps that I'm a big guy with an attitude already, but I have witnessed the employees be rude and dismissive of other customers with frightening regularity. read more

I have to say, I cannot wait until my contract is over so I can switch to another carrier. This store consistently employs the most ignorant, unfriendly & uneducated employees on the planet. Today, I came in to re-new a contract on a business line by purchasing a new phone. The two employees, an Asian guy and C. Khadija, looked at me, the only customer, like it was the hugest inconvenience to help me, but finally Khadija sauntered over; clearly I did not look money-worthy enough. She asked me if I wanted to change my plan to save money. Her way of phrasing it was "pay the full price of the phone today, spread out the remainder over the 2 year life of the plan, renew all your lines on the plan, and save money." When I would ask her specifics, she would say "you're not understanding me so let's do this." I finally had to put my "b*tch girl attitude" on and say: "look, I'm going to evaluate all of the information before I make any decisions, like renewing a contract for 2 years on ALL the lines in the business, because I don't want to have to spend 30-minutes on the phone with T-Mobile cussing someone out for not finding out all the hidden fees first"; that only stopped her from saying "you're not understanding me" one time (SO Sorry, I don't speak T-Mobile lingo and I don't deal with cell phones everyday. Maybe you should understand that neither do 90% of your customers). So, after I wrote everything she said down and took out my phone calculator and realized that I was paying $1200 over 2 years only to possible spend $2400 (which means I'm Not saving money retard), she couldn't respond back and just re-newed my contract and let me go with a new phone. I don't know where in Khadjia's right mind she thought a girl like me could not do or understand simple math. I'm sorry that I fully understand and read a contract before signing it. So, no, T-Mobile & Khadija, you did not fool me with your "switch to another plan and save money ploy" Incidentally, the other Asian employee had the audacity to just hover and listen to this employee and tell another employee, he was "just hanging out until the next activation came in." Nice to know you're only about dollar signs and not about doing your job. Hey, I could be wrong and you could have a totally different experience....or not. read more

Rude, patronizing staff. Took two hours, then I was rushed out. The salesman didn't transfer the bulk of my contacts and with an upgrade, they take your phone. I felt rushed, so I scrolled quickly, thinking all my data had been transferred. Did I mention how rude and patronizing these people are? Montgomery Mall or Pike And Rose. Not Fallsgrove. read more

(SPECIAL SHOT OUT TO Bryant))) he was very professional polite and knowledgeable of the merchandise in his store. Even after I dropping my phone not even a month old I was so irritated did really think the phone could be fixed or there was another plain.So I went in to see what I could do to get another phone and Bryant was really helpful so I received my new cell when I didn't do everything on my phone to download all of my apps & music. When I called back after leaving the store. He still was helpful when I called back this location has the best support team out of any other tmoblie stores in have gone in. Things like just giving a smile and being helpful make a world of difference #THANKYOU read more

First time here and I waited over 30 minutes for someone to assist me. I came on a weekday expecting there to be no wait time and I'm sure i waited far too long. What i needed to be done was very quick, I'm upset i had to wait so long for some help. The person who helped me was able to take care of my issue in less than 2 minutes.. I just didn't like the wait time read more

This place is a dump. No one really cares about helping but finding ways to ignore you.

These guys are the best when it comes to good customer service. The last time I was here it only took me like ten minutes to get a good phone and leave the place. They have really nice stuff. You guys should really try this place out. read more

Not a fan of this store. Will never use T-mobile in my life again. I'm glad i choose the no contract. I brought my own iphone in I bought from the apple store to start a plan. My friend convinced me to sign up cause I needed a second cell phone line and I couldn't add another line to sprint. I thought I had signed up for the $50 a month with 1 GB LTE data free. I was referred through the Refer a friend program during the promotion where you get unlimited data with a referral. The employee signing me up knew I was signing up through refer a friend to get unlimited data. My first month I was billed $70 cause he had actually started me on a 3gb/month plan which adds to your bill. I tried to change that but t-mobile said I couldn't change my plan mid month. so it wouldnt take affect for another billing cycle. I waited and waited. I got the $25 promo credit from refer a friend but never got the unlimied LTE. It is now 1/20/15 and I still don't have the unlimited data. I've already decided I'm going to be cancelling my plan for next month. Save yourself time and trouble don't buy t-mobile. Don't use tmobile service. Cell phone reception sucks. Wifi Calling slows your phone down and doesn't work well either. Save yourself the headache and don't use their services. read more

Great experience with sales agent reviewed options to extend plan. Very knowledgeable and professional. Recommend this T-Mobile highly.

Very frustrated. T- mobile as a company has very good service. This review is specifically about the Shady Grove store. In January I switched my family plan from AT&T to T-mobile. Disappointment#1: In December, we came into the store to inquire how to do this. It was a slightly complicated process because I live in Los Angeles, but my family is in Maryland and I also needed to get a new phone. I spoke with Puneet R, who rushed us through the process and out of the store but with the reassurance that we I could email him shortly before I arrived in January with my specific inquiry. I emailed him in January and there was no response. Ultimately, he used this "email me" line as a means to make me feel satisfied as I walked out of the store, but without any true intention of actually providing good customer service. Disappointment #2: In January we canceled our AT&T plan and switched to T-mobile. The person that helped us was very nice, so I won't name names. However, she assured us of two things: (1) that the credit card we used was also enrolled in automatic bill pay and (2) that I was made an authorized user and as an authorized user I could add my husband onto our family plan in the future (vs. the primary account holder). 1 month later all of the phones on the plan are cut off and we later find out that it is because our bill was not paid. The credit card was NOT enrolled in autopay, as promised. 2 months later, I am attempting to switch my husband from another T-mobile family plan to mine only to hear from customer service that as an Authorized User I do not have the authorization to do this. The person who is the primary account holder is out of the country, so this puts us in quite the conundrum. BUT, the employees at this particular T-mobile store are nice enough in person. But they have limited knowledge of their own company's policies, do not know how to navigate their computer system and are better at giving a false impression of good customer service rather than truly providing good customer service. read more

Is it possible to give zero stars? Can' wait until my contract is over. I'll go with any other carrier, in fact I'm considering switching over and sucking up cancellation fees. The people at this store are liars and incompetent. When I called 611 they couldn't understand the "deal" I was given, that's how bad it was, a bogus promotion that ended 8 months into my two year contract. T-Mobile customer service wasn't able to help me either and that's with the business support! If you are considering a cell phone company do yourself a favor and stay away from T-Mobile!!!!!! Worst cell phone company ever, and stay away from the idiots at the Fallsgrove store unless you feel like getting scammed. read more

Terrible customer service. Extremely slow. I just wanted to get a different sized SIM card for my iPhone 5, but had to wait over 45 minutes...I would recommend never visiting this store. read more

I feel compelled to write this review because of the appalling and substandard service I received this evening. A few days ago, I purchased a speaker that was supposedly compatible with an existing speaker I already owned. It wasn't. The upgrade was defective as well. Hence, my third transaction. I have better things to do..... anyway, this evening the staff was extremely rude. Especially Yamilex . I hesitate to patronize this location. I will advise the countless referrals that I've made to do otherwise. I also faced discrimination because of my disability. read more

I love T-Mobile as a whole but this store sucks. I've been to T-Mobile before and got my boyfriends upgrade without much issue. I lost my ID and they told me they couldn't do a thing about helping me upgrade.... I also wanted to purchase an iPad though them.....Yet over the phone all they needed was the last 4 of my social? They couldn't simply do that at the store? The person didn't even offer to try to verify my identity any other way, just said he couldn't help me with out an ID. But I was going to easily pay 1300+ for a phone and iPad, that I ended up just doing placing the order over the phone. The location at PG last time I went, were able to verify my identity with other methods, it's just irritating to waste time. I pay no less than 250 a month for this service and I would assume they would give some damn about the customers. read more

at first they were going to charge me something they shouldn't have charged me with, luckily the system caught it. the service was fast though and I left happy. read more

Nice staff but incompetent. Took an hour trying to unsuccessfully switching my SD card. Total waste of time.