RIP OFF went into the storen to do a prepay account. I was told the phone I had would not work after they took my money. Not one time before they took my money did Mark the associate tell me that It was non refundable. Well they try to upsale me with a free phone if I pay 100.00$ I asked several times is that total with what I have you I was told yes. So they Mark, Jose and supervisor SAAD K. Proceeds to tell me it's 110.00$ more I said that's NOT WHAT I Was told! I said ok cancel my order. I was told By SAAD that they do not have the option to refund my MONEY! THEY NEED TO POST NO PREPAY REFUNDS OR EMPLOYEE NEED TO TELL YOU. read more

Very bad service from Melinda. I needed to buy a mobile hot spot device but didn't need the plan because I already have one. I used to work for T-Mobile so I know how the commission works as far as starting new plans. Since I didn't need a new plan she began to be rude and didn't wanna sell me the device. She said they didn't have the device available for purchase. Once I left I spoke to GM and he confirmed that they did have the device available. read more

If I could give less than 1 star I would! I walked in was never greeted and then stood around and waited for 20 minutes while being passed by several times and still was never greeted. Never once was smiled at, waived at, or one word spoken to me or my husband who came in a few minutes after I did. I went to yelp to leave a review and find reviews from several others that this location has horrible customer service and I'm not surprised. I've worked in customer service/retail for many many years and the #1 rule is the 10 foot rule. If you are within 10 feet of a customer/guest- you greet them in some way. These people couldn't even get the simplest and most important rule right. That doesn't shine competence to me. I'll be taking my business out of my way to the 1960 store in humble since I've NEVER had a bad experience there before. Polar opposite from this crap store. If you want good service go somewhere else. read more

Recently, my teenage daughter visited a our local T-Mobile store located on 28523 Tomball Pkwy. The ultimate goal was to move her line from my account to her sister's account and upgrade her phone. However, what happen the sales rep recommended a completely different line, I'm sure this was to increase her commission check. Later that evening I contacted the store directly and advised the acting store manager I felt they had taken advance of my daughter. I told her the Sales Rep sold her a line she didn't need. The Rep was very nice, advised me she would review my concerns with the Store Manager Richard Rodriguez(unsure of the last name) and make the situation right. I was told Richard would give me a call the following day 11/15/19. Unfortunately, I never received a call from Richard so I called him. Richard, was very unhelpful and made no attempts to assist me with what was clearly a misunderstanding. His approach to the situation was so bad I literally told him he was being difficult. He give no attention to me nor my concern. It was like I was speaking to a wall. There was moments he won't let me explain my position and he continued to remind me my teenage daughter signed an agreement. The only offer of making it right I received from Richard was I would need to pay a restocking fee of $50, if my daughter discontinued the new line and repurchased the same phone on my existing line. Richard refused to waive the $30 activation fee, claiming it was impossible to waive fee. However, when I contacted customer service there was no problem waiving the fee. One of my most disappointing concern is the fact that I entrusted this location to assist my daughter with what should've been a very simple transaction. Even though the issue/misunderstanding was brought to the stores attention the very same day, making it right was not Richard's goal. Richard had no desire whatsoever to provide not even minimum customer service. The Mobile phone industry is very competitive, you would think valuing their customer's would be a bigger priority, however not at this location under the leadership of Richard Rodriquez. Their goal is to sell you - and not serve you. The most sobering reality in this entire experience is I really had no desire to switch carriers until my interaction with Richard the Grand Pkwy manager. One bad apple can soil the entire harvest. Richard whose supposed to set the example of what great customer service looks like did the exact opposite. He didn't resolve the problem, he didn't listen to the customer, what a huge miss. read more

I came in the other day with my daughter to get her first phone. She was sooo excited and I was nervous about this big step. We talked to a salesman but he didn't seem to really know what they offered and called for assistance. I figured he was new so I gave him a break (I mean we've all been there before lol) But the other salesman ALSO seemed confused and just read the different plans off of a pamphlet. Neither one could answer any questions I had so we left and tried the location at The Woodlands mall. HUUUGE difference! The young lady there really helped us out. She answered all our questions and even gave her recommendations on phones for beginners. We ended up happy but I was just a tad disappointed that the process took so long. read more

Best store ever very fast service and many professional that know what they doing!!! I went to buy a phone and walk out with a much better phone i was going to buy. They really know what they are doing. read more

Went in a couple of weeks ago to set up a new account with three lines under the military plan and was told it would cost me 900.00 bucks to set up with 3 phones. So I left and stayed with my sprint plan. Yesterday I get a bill In the mail from T-Mobile saying I owed them 3 dollars. The store manager fraudulently set up an account in my name using my credit and now I'm stuck on the phone for 2 hours with customer service to close the account and they are telling me it will take 7-10 days to investigate and close. T-Mobile is a terrible company to deal with on the customer service side. Stay away from this location. After posting this review, I receive a reply asking me to reach out to the company so we can talk, with no information on who or how to specifically contact this representative of the company. I have a better idea...your company fraudulently opened an account in my name and I currently have an open investigation with your fraud department...you guys take the time and contact me if you really want to talk because I'm done wasting my time on hold with your company. read more

I went to this t-mobile hoping to look for a phone and informe myself about the prices and all the information. What I was not expecting was to receive a rude employee, who was he being unprofessional and unhelpful. Went in and ask to see some of the phones and we were told to talk to another employee because he was busy with another customer. We agreed and were being cooperative and went to the other employee. I began asking him politely if I could see the phone but was told I could not because I had to pay my monthly fee. I thought I'd I was odd because I had never had to do this before but obliged. I then asked again but was told that he could can't look because they were out of stock. So when I asked if I could order online or if there was another option the employee kept saying no and seemed like he didn't want help us. I then asked if he could call to see if other t-mobile stores had that phone. and once again he kept saying he couldn't do anything just being unhelpful. Then he finally decided to call and mind this that I have a spanish speaking family so the employee must have thought that we wouldn't understood him while he was talking. He kept on saying to his coworker how I was being rude and being a horrible customer. He kept on making small talk as if he was chatting up a friend and we weren't around waiting on him. I was being polite and understanding at the beginning but the moment he talked about me and my family to his coworker was my breaking point. He hanged up and told my to go the other tmobile and we wound have more luck over there and they also have spanish speaking employees still thinking that we couldn't understand him. I told him that I could understand him perfectly and that he was unhelpful in every way. I felt extremely disrespected and mad on what happened today. worst customer service! read more