Alvin and Braulio were fantastic. They were patient with us, even after showing up less than an hour prior to closing. The informed me of all the upgrade options still gave us some time to think about it. They ensured we were aware of any changes coming our way and even though Alvin was in training, he was able to help us well. Both were very kind & friendly. read more

Terrible experience very inpatient the woman mostly, and when I went to get a new iPhone 17 the told me I would be getting the case and the charger block and the screen protector for 30$ IN TOTAL not anything else was said and I agreed, come to see months later after they can't do anything about it they actually charged me full price without letting me know that's what was going to be happening so now I'm being charged monthly for each item on top of my phone bill already. They scammed me will never come back to this location very unprofessional. read more

I am writing to formally document an experience at this T-Mobile location that was so unprofessional and discouraging that I am genuinely shocked this level of service is being provided to customers. My boyfriend and I visited the store because our current plan expires in February, and we wanted to proactively review our options. Our goal was to discuss restructuring our account, including removing four lines, and potentially upgrading to the iPhone 17. We came in prepared to review pricing, eligibility, and next steps, and we were open to moving forward during that visit. After a brief wait, we were assisted by a female associate whose conduct was unacceptable from the very beginning. She greeted only my boyfriend and did not acknowledge me at all, despite the fact that the account decisions and potential purchase involved both of us. I was standing directly next to him, actively engaged in the conversation and asking relevant questions. This immediately set a dismissive and unprofessional tone. Throughout the interaction, the associate relied on vague and speculative language such as "it might be" or "it could be," rather than taking the most basic step necessary to assist us--pulling up the account to review actual eligibility, promotions, and accurate pricing. Instead of providing clear information, she allowed the conversation to remain unclear and unproductive. I politely and clearly asked multiple times if she could look up the account so we could review concrete options and numbers. Each time, my question was ignored. The associate avoided acknowledging me altogether--no response, no eye contact--and continued speaking only to my boyfriend. When she eventually asked him for his ID, she still did not address my question or acknowledge me in any way. This behavior was uncomfortable, dismissive, and inappropriate. She then made confusing and discouraging statements, including implying that upgrading would increase our costs, despite the fact that we were discussing removing four lines from the account. At no point did she attempt to clearly explain how pricing would change, confirm plan details, or guide us toward a solution. Rather than assisting us, she actively discouraged us from upgrading or making any plan adjustments at all. Because we were not receiving clear answers or respectful service, we left the store without completing anything we came in to do. As a direct result of this interaction, we are now required to take additional time out of another day to visit a different T-Mobile location to complete what should have been handled during this visit. We will never return to this location. We later went to the Apple Store and were provided the same pricing options T-Mobile offers, but with clear explanations, transparency, and professional service. The contrast was striking. The only difference was who would receive our business, which is disappointing given that T-Mobile had the opportunity to complete this sale. I cannot believe T-Mobile employs someone who interacts with customers in this manner. In all my years as a customer, I have never experienced this level of disregard, poor communication, and lack of professionalism. This experience alone prevented us from upgrading or making any changes through this store. This interaction reflects extremely poorly on this location and on the professional standards being upheld for customer-facing staff. read more

out of 5 so far Lonnng KUDOS ALERT I recently visited the T-Mobile store at Fashion Square Mall to switch my business phone line starting from AT&T, to CRICKET WITELESS, and now T-MOBILE. I had the pleasure of working with Colton R. (Mobile Expert) and Brandon T. (Retail Store Manager). Despite a few hiccups along the way, both gentlemen provided excellent customer service, showing patience, professionalism, and genuine empathy throughout the process. Initially, my adopted mother worked with Colton, who mistakenly thought he couldn't accommodate what we were trying to do--until he realized she had already spoken with T-Mobile's customer service and confirmed that adding my line was possibl to her particular account. Once that was cleared up, we moved forward, but there were some activation issues with my phone. My adopted mother's blood sugar was dropping at the time, plus she had to be dropped off at the museum to meet with a friend of hers, across town in Phoenix, making things even more challenging. That's when Brandon stepped in to assist, troubleshooting the issue and trying multiple SIM cards. He informed me that it might take about 2 hours to activate, but they would continue working to resolve it. As a private chauffeur running a small but growing luxury transportation business, having my phone down, especially during Barrett-Jackson weekend and with the Waste Management Open approaching, was a major challenge. I had to put the phone issue on hold, take my adopted mother / client to the Phoenix museum without a working phone and then return to the store later to try again. Talk about going back in time before cell phones. It was actually an interesting experience "Going Back In Time" without that technology to assist with navigation & calling back my client to let them know I arrived. Landmarks are still 1 of the Best form of navigation system...Haha! Now back to the T-Mobile store again. Even though Colton and Brandon were very apologetic and empathetic, they still couldn't pinpoint the problem that evening. The next morning, I visited another T-Mobile store on Priest and Elliot in Tempe, where Chris L. discovered the root issue--a serial number problem tied to my late mother's account, which had not been closed out properly. This resulted in a balance remaining on the account, which was preventing my phone from activating. While this was frustrating, I truly appreciate Brandon and Colton for their efforts and their excellent customer service. Despite the setbacks, their professionalism and willingness to help stood out. If T-Mobile could offer some form of resolution for the loss of business and downtime, I'd be happy to continue working with them. I don't expect anything extra for nothing--I just want to acknowledge the great service from Brandon and Colton and hopefully turn this experience into a positive. Looking forward to seeing where this business relationship can go! read more

T-Mobile - 2 of the most patient and customer service oriented T-Mobile Associates - Mobile Phones Near Me - Scottsdale, Arizona

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Z apparently she goes by at Scottsdale fashion Square , From the minuet I walked in she was very annoyed not sure why , I came to upgrade my Apple Watch to the newest one she was super rude not helpful at all , I had my daughter on FaceTime she's in the Air Force and is in Stugart Germany. She's the one buying the watch for me. It was on her account that I'm also an authorized user on. She wanted to see exactly what I was getting so I had her on the phone with me we have been members of T-Mobile for years and have lots of devices from Apple on our account. My daughter saw that she was being super rude to me and I never said a word to her so my daughter said why are you being so rude to my mother she said a cuss word and I said Sidni please don't cuss but I understand her anger because the girl is extremely not very nice to me, but I will never ever shop that store ever again and I will make sure that I tell my friends to not deal with that girl she is terrible she literally told me that I needed to get leave the store I said for what I did nothing I said I want to talk to your manager. She said I don't have one so this guy Brent comes from the back room I tell him what's going on. I find out he's actually not a manager at first he was kind of being a little straightforward with me until I told him I was going to write a review then he started being very nice. He ended up helping me with my purchase and we left. I will never ever go back in there for help at this location, the T-Mobile at Scottsdale Fashionsquare, I have never had a problem at that store. I go there all the time. This was the first bad experience I've had. She obviously hates her job and she needs a new one. With all that being said, I will not return to the store for any other further purchases in the future. read more

Absolutely the worst service. Simply wanted a static IP address to ensure proper location for tv streaming apps. After months of phone calls and hours on the phone they were never capable of answering the need. Not one person I spoke with, over 20 ppl, was able to figure out what the issue was. It is clear they do not actually offer this kind of service. With three static addresses. Back east. Chicago. And Seattle. One of which would offer a local static ip. Therefore. All my stations were Lexington Kentucky. Or Oklahoma. Or Seattle. Very frustrating process. Needless to say I am still looking for a workable solution. But not with T-Mobile. read more

Bad customer service, 1 employee for a lobby full of clients. Did not even saying "we'll be right with you" . Rude

This rating is for Assurant phone insurance which is T-Mobile's provider of mobile phone insurance. My phone (Galaxy S10+) has been insured (premium $18/mo) for nearly 3 years. On 7/6 it took a shower and quit working. I called Assurant and was told that a replacement S10+ would be sent to arrive on 7/9 after I paid a $99 deductible. The replacement phone arrived as promised and took it to my local "UBreakIFixs" store on 7/11 to have data transferred. What should normally take an hour or so turned into 2 days because the replacement phone battery would not hold a charge. I called Assurant and was told that I had to return the first replacement phone before another replacement could be sent. (Note that the first replacement phone was sent before the original phone was returned.) So, here it is 7/12, I mailed the first replacement phone back and now have no idea when the second phone will be sent. Assurant's web claim screens do not even mention the non-working replacement. So, I've paid over $700 to Assurant (premiums + deductible) and still have no phone. How a business can survive when shipping defective products is amazing, and will not waste my money on Assurant in the future. read more

Colton did a great job and gave honest feedback. He helped me pick out headphones I can actually use. Nice job.

After being loyal Verizon customers for over ten years, my sister-in-law convinced us to give T-Mobile a try. Switching carriers can be very challenging and time consuming, so we rarely do it. Freddy was amazing! He is knowledgeable, patient, and very helpful. He walked us through all the options and he meticulously ensured everything was transferred properly. He even followed up a few days later to check how everything was going. We got a great deal on a couple of phones and we cut our monthly bill significantly. I highly recommend switching to T-Mobile from Verizon. Head over to Fashion Square and make sure you ask for Freddy. read more

Had the best experience buying a new phone with Braulio. He was super friendly and helpful.

With any service based product like T-Mobile, I usually don't take anything that T-Mobile does out of the store it's self, I went in ordered the AirPod max pros, told me a date. The date was wrong, wasn't the guys fault in the business nor was it T-Mobile it was apples fault. This particular store even had new guys, and it was still decent service. They had to call a manager to get my problem fixed but they were communicating the entire time. Been with T-Mobile for 15 almost 16 years, and not really had one problem with contracts or information being given. Read the fine print and understand it before you sign anything. read more

i purchased 2 cell phone services.in about june of 2023 ,my wife and i. i had the service until september of 2023 because the services was soooo pooor. i canceled in september. i went to cox .i am still getting billed $ 72.17 per month.on a cancelled account.they said i need to verify who i am.i went to the closest t mobil sub contractor, he sent in verifacation i am who i said i am 6 months ago.i still getting billed $72.17 per month.this store is abought 5-6 miles, they say i must do again to verify who i am. this was the closest t-mobil storewhat a big disapointment plus customer service, not helpfuli certainly woul not ,i said not go to t-mobile read more

the tmobile store on mcdowell and hayden in the fryes shopping center is totally useless. they provide absolutely no customer service, and have never tried to help on 3 seperate occasions. there is not one person there with an ounce of knowledge or skill. unless you are buying a phone they wont give you the time of day. i had an issue that they could have corrected in less then 2 minutes but wouldnt even look at my phone. a surion tech repair fixed it for me at no charge. it was simply a matter of reversing the cover. read more

Went in to trade in my phone so I could have 5G service...employee first lied about the promo and then told me I couldn't trade in my phone(even though I knew I could)...sorry to bother them when I was the only one in the store...try Cricket instead...better service and cheaper read more

This incident happened at Scottsdale Fashion Square Mall. I made a huge mistake in switching from Verizon over to T-Mobile about two months ago. My husband and I went into the store and a gentleman named Colton helped us. We were supposed to have our remaining balance with Verizon paid off and they offered us a $200 gift card. Two months have gone by and I just received the $200 gift card that won't download to Apple Pay like it says it will, and my remaining balance with Verizon was never paid, it was actually removed from my bank account from Verizon today. I called corporate and they have told me that I was not eligible for two promotions, only one. So I called Colton multiple, multiple times and he assured me that he would have his manager take care of the problem, but nobody has called me back. Today I called and spoke with an assistant manager named Freddy and he assured me that this was the first time he was hearing about my problem. So Colton has not relayed any of my issues over to his manager like he said he was. This is just another issue with another phone company who basically lies just to get your business. I'm trying to understand how this is okay for companies to lie to customers about promotions and pricing. Also, my monthly bill was promised to be $90 a month and it has been $105 and Colton can't explain why it's not the promised $90 a month. I will be removing myself from T-mobile immediately. Companies like this need to be reported to the Better Business Bureau. read more

Unfortunately, Rick wasn't there when I went this time. Not sure if he is still there, but the employee who was there wasn't helpful at all. He didn't even attempt to troubleshoot my phone. He sucked. First he asked me if my phone was charged (you really think i would leave my home to troubleshoot a dead battery?) Then kept asking me if I was sure I was on warranty (he realized later I was). Overall, he was just acting plain disinterested in really helping me out. The one thing he did do was place the order for my replacement phone. I will not be frequenting this location again. read more

Was told I could add a line to my account for 20 dollars. Find out after a month it's 30. Because I got a phone with a rebate now stuck for 24 months. They hide behind their IPads and are very unethical. If your elderly and you ask the necessary due diligence questions they will play for example the rebate comes from the corporate office and won't give you any documentation at the store. Bottom line they play if there is an issue it's the corporations fault and if you call the call center they put it back on the store. He said she said. I've got the three folks names who all cover for each other there. I'm not letting it go. I've filed a complaint with corporate and will take it as far as I can. Maybe need to file. Sick and tired of seeing people like this take advantage of older Americans! Should actually get a minus number review. Buyer beware with this group. read more

Incompetent staff...I'm not sure if T-Mobile actually requires any sort of training from staff before they are allowed to be on the floor representing the company. For your own sake, refrain from asking Kassie any questions about their service. For someone with zero information, this girl has a lot of unnecessary attitude. She was rude and did not know anything about the services they even offered. No doubt she will get fired in no time. Horrible customer Service, and the rude attitude has made me take action against her. I will be calling corporate as well. read more

Yesterday a younger , taller , brown haired guy unfortunately was the one who came over to wait on me , from the moment he spoke to me & his whole dimeanor , my gut said oh gosh he is going to be one of those jerks that hates to do their job and I am going to leave here more frustrated than when I came in with my broken phone. And sure enough , that is what happened ! First off, he is not welcoming & makes you feel like you are an annoyance & secondly , he doesn't seem to have a clue as to what he is doing !! I said I need my info transferred from my old phone thats broken to my new iPhone that just arrived & he said we cannot transfer anything for you if the screen from old phone is not working & you will need to take it to Apple for that. I Said T-Mobile when I called the 800 number said you can do it right here & he said no we cannot because the screen is not working for us to see what we are doing. So I said well I at least need to get signed in to my new phone to make sure it works. He has me try to sign in to my Apple ID & it keeps ' thinking '. And thinking and I said what is taking this so long , he says oh it always does with new phones. As he skips around dancing and playing music with his hands on the desk top. ,,, I wait about half hour while phone is ' thinking '. I said do you have any specials for getting upgrades & he said sure hang on. Forty mixtures later I said you never told me about the upgrade deals and he says oh yes here they are & finally proceeds to tell me about them. FINALLY,,, AN older , wiser , much more professional team mate comes over and says Hi my name is Ryan & I am going to take over helping you while my other guy helps those people over there. Lord help those poor people I thought to myself !!!! So I say first off I really want to transfer my data from old phone to new phone & he says SURE let's get that done it will only take a minute !!!!! AND IN TWO MINUTES all my info was transferred!!!! Then I said well I been standing here almost 40 minutes while my phone is ' thinking ' to sign into the iCloud. He takes my phone does a few things & says there you go it's good to go !! It took him one minute!!! So then he starts helping other customers while I wait!! Finally I said this has been terrible service & that you young guy helping me before you , Ryan was not only rude & hates his job seemingly but hasn't a clue to what he is doing!!!! He said well I will talk to him & I'm sorry about that. Unreal !!!! Absolutely unbelievable!! I am switching back to AT&T if Tmobile thinks hiring people like this is a good idea ! ! ! ! ! read more

So first of all let me start by saying my visits to tmobile usually always have me feeling confused. That was before I met Kassie. I've loved my experience with Kassie so much so that where ever they transfer her I follow. I met her about 4 years back when she was working at the tmobile by Arcadia mall. She helped me by answering every question I had. With such great customer service and patience. Which says a lot about her character because its usually myself my husband and my kids every time we go to tmobile. So I hope she gets the credit she deserves because she is truly a pleasure to do business with! read more

never in my life i am going to use t-mobile and if i can influence anybody to ditch t-mobile, i promise i will do so. microsoft was running a promotion for its windows mobile phones. so i purchased a new phone to participate in that promotion. i went to the t-mobile store 7014 e camelback rd spc 2128 scottsdale, az 85251 480-941-0032 to get it activated. while inserting the sim card that store person - josh - broke my phone. i thought if i am still able to participate in microsoft promotion then i need not ask for replacement. why have that store person pay if anyways i am turning that phone to microsoft store. i had 2 hours to participate and to do so the phone had to be activated so that i can run the test on that phone. gues what....the phone did not get activated and i could not participate in that promotion. i lost that. then i tried to return the phone to frys electronics and they too said the phone cannot be returned as it was broken. i called the t-mobile store and explained the situation. they said they can only do 2/3rd of the price. are you kidding me...why... never mind, i said i will take the offer. when i reached the store the store manager asked the original receipt then only they can pay. you broke the phone...whether it was new or old it does not matter...and you should pay for it... but no...no refund...i kept the phone there and returned back... the store manager - monica - was instead unapologetic and argued with me that i should have come to them that day only. the promotion expired at 7pm that day and whether i come to you or not, it does not matter because i had already lost. because of that store i * did not get the promotion * lost my phone * i live 35 miles from that t-mobile store and not to mention the hassle of going there twice. shame on you t-mobile, if keeping those few dollars can keep you from going bankrupt please keep it. the least i expected was to realise that you have caused tremendous inconvinience to me. no thank you t-mobile sourabh read more

I went here for new service. The staff was friendly enough but they kept upselling me on a plan. I went in already knowing the plan I wanted but they kept insisting I was going to need a bigger data plan. They were wrong. After a month, I called t-mobile and switched to the plan I had originally wanted. I hate it when people assume they know your needs better than you do. read more

These guys are AWESOME. Eric knows everything there is to know and Allie was extremely helpful!! This is the only store I will go to!!