This is a long due review; I came into the store late December to switch from another carrier; I would like to give Kudos to Adam which was extremely helpful. He went out of his way to get my account switched, he called AT&T & got me out the door within reasonable time. Thank you Adam for the outstanding support that you offered me. I am glad to be back to T_Mobile which I never should have left. read more

I first came to this store to see if they could help me cancel and change an order. They said they couldn't help. I just came from there again today to drop off a trade-in phone and they couldn't help either. They say because they are a third party store. Maybe this store should just close? read more

Manager Justin and employee Adam are exceptional. All employees here are, as we had a family shindig at the store. For months have been researching, ways to get a family plan. All carriers and options were looked into. Thanks to the amazing dedication of Adam, who did a lot of the ground work, Justin and him got us squared away yesterday. Both of these gents are top notch, and if I owned a company, I'd be doing everything to recruit them. They were great to the entire family. My parents aren't easy to impress, but that was done yesterday. Even with the store extremely busy yesterday, they took the time to explain how to activate everything, along with some of the new technology features. That level of service is hard to find. Thank you for an exemplary job. Rarely do I give five stars, but this store is where you want to go. read more

See all

This is the WORSE T-Mobile store. We went them to pick up a phone we had ordered and got delivered there. They refused to give us the phone because, apparently it was not supposed to be sent there. When we asked why, they were not helpful. The manager was not there so...nobody had answers to even basic questions. And they LIED to us about store policies. We went to a different location and that location confirmed that our experience here was not unique. Many of the second store customers had the same complaints as we did. read more

DO NOT GO TO THIS STORE. GO TO THE FLAGSHIP STORE ON MAIN STREET. I went to look at new phones with my son. We were just looking and I was hesitant so Justin (or whoever the manager is) said he would give us $100 credit and then gave us some free items so we would buy the phone then and there. My son's trade in phone was not ready to be traded in but Justin said that we could just come back and trade it in within a week. As I was still deciding, Justin took off the "free" phone screen protector and put it on the new phone without our permission. He rang us up so quickly and said that we were set. I was NOT GIVEN receipts for the free items, the $100 credit and the box to return my son's phone. BIG MISTAKE. 3 months later- I am being charged for the 3 free items (placed as a contract) and still in talks with T-mobile to get the charges for those items taken off. I felt like he just wanted us to buy the phone and said whatever he could to get us to buy it. I had to go back to the store because when we tried to turn in the phone at another store- they said they couldn't accept it and so we had to go back to Justin's store because apparently you have to turn it in as you buy the new phone. That is not what the manager said. We are still waiting for the trade in credit. I also had to go back and get the $100 credit because that wasn't processed either. Still dealing with this headache and that is why I felt like I had to write a review! read more

T-Mobile offers absolutely NO deals for the loyal single individual that has been with the company for many years and paid on time... Yet,New phones are offered to anyone that wants to add additional lines. THIS IS A SLAP IN THE FACE. I visited the T-Mobile store in Pikesville, Maryland to pay my bill as my bank account information had been changed. I asked about any specials for loyal and long term customers. There were no specials available and to the best of my knowledge, there haventbbeen any specials for individuals and in at least ten years. I mentioned that I may consider leaving and the employee assistingbme indicated that "sometimes you gotta do what you gotta do...". He was absolutely correct. A day or two later I received a survey via text message. I replied and the rating was not good. My rating of T-Mobile had gone from 9 to 1 on a scale of 1 thru 10 with 10 being the highest rating after that one visit. It wasn't the employee or what he stated. I realized that T-Mobile had become like all the other big companies. Then I received a phone call from the Pikesville T-Mobile store and I believe it was the same gentleman that assisted me. I could be wrong but, seriously doubt it as I rarely forget faces and voices. He wanted to discuss the survey and I politely declined as there is nothing else to say. What needed to be said was inincluded in the survey. Plus, at the end of the survey there was a question asking if the company could call me. A link was also sent inviting me to do a video review... WHAT ON EARTH??? I do not respond but, got a phone call from that store. This did not sit well with me AT ALL... Apparently, T-Mobile doesn't care about losing a customer. Sometimes, change is necessary... May T-Mobile become as silent as "Cricket"... read more

I have a "Love / Hate" relationship with T-Mobile. Things that I Love: * No Contracts and good pricing - I have three lines (combo of family members) which currently cost me $140/month - all taxes included. And I can cancel anytime without penalty. * Free International Data and texting - The T-Mobile Simple Global has been a life saver during my international travels. I've used T-Mobile in South America, the Caribbean, Europe, and Asia. With only a few exceptions, I generally get at least 2G up to 3G coverage which is essential for GPS and communicating with hotels and tour guides. Even local calling is not that bad (averages like $.20-$.40 minute). Things I hate: *Coverage can be spotty outside of major metropolitan areas - If I'm anywhere within a radius 30 miles of downtown DC, I generally have decent LTE or 4G coverage. Venture outside of that, coverage is abysmal. I've literally been in Potomac, MD or Warrenton, VA and have "NO SERVICE" displayed on my phone. Coverage inside buildings is also not so great. But my hope is with 5G adoption and more cell towers coming on-line, that coverage will improve (which it slowly is). * Customer Service - Now, I've had cell service with ALL of the major providers (Verizon, SPRINT, ATT) and by far, T-Mobile is the one who truly embodies that old adage that "...your service will depend on who you speak with either in person or on the phone. Which brings to me my three month saga with the T-Mobile store off of Old Keene Mill Road in Springfield. I pop into the nearby Whole Foods occasionally, so when I needed to add another line to my family plan this past November, I stopped into the store. The representative at that time (Adam) was helpful enough and I explained to him that I needed to close the account of the family member (an existing T-Mobile customer) and then have that person added underneath my account. Seems simple enough. Adam's recommendation was to purchase a new SIM with a new phone number and once activated, that number would be placed under my account. He also assured us that HE would take care of closing the account to ensure no future charges would be incurred. After about an hour, the new SIM was activated and off we went. Seemed simple enough. So imagine my surprise when I get a notification from my family member that her OLD account was still active and that she had been charged for 2 billing cycles even though she was already transferred my account! And every time she called (multiple calls over several hours), the phone reps instructed her to go to the store to "resolve the issue". BTW - I have nothing against non-US based call centers, but depending when you call and the day of the week, some of the agents are better...and many tend to be worse! So after playing phone tag with supervisors who promised to "follow-up" with calls (which never came), I had to take time out of my day to accompany said family member to this store and explain the situation. Jonathan A. was the first person we spoke with, and he was very patient in getting the background and quickly trying to resolve the issue. Humorously enough, even when he called T-Mobile to speak with the billing department, even HE became frustrated with the agents who didn't clearly understand the issue, to the point where he needed to escalate to the agent's supervisor. One of the biggest problems was that the phone supervisor indicated that accounts are not "permitted to be closed in a store by agents" but had to be performed by a customer themselves. Keep that in mind if you're a T-Mobile customer and want to cancel an account in the future. So long story short, after about 2 hours in the store and with agents on the phone, we're getting credited back for service that was supposed to be cancelled back in November 2019 and issue is FINALLY resolved. Jonathan was great, but his supervisor did a less than stellar job with follow-up as we were leaving. His supervisor (didn't get his name since I didn't see his name tag) begrudgingly came out of the backroom, since we just wanted to bring to his attention the multiple customer service missteps Adam committed. The guy gave us the proverbial "blank stare" as we explained that the hours spent on the line with T-Mobile customer service as well as the hours spent in the store were not necessary, if Adam had just properly instructed us what to do back in November. He politely listened and then gave a deadpan response of, "Thanks for bringing this to my attention. Is there anything else I can do for you." Look dude, I've been converting more and more friends and family to T-Mobile since I became a customer 6 years ago, so I wouldn't be bothering you with feedback unless I thought it was important. The manager's response was so off-putting that I was thinking about also adding my aunt/uncle + cousins onto my plan, but now I'm gonna re-think that decision. read more

When this location opened near my home, I thought, oh great, another cell phone store I will never go into. Previously, I would venture in and look at phones/watches when I was in the Springfield Town Center, or down in Lorton. Fast forward a year, and I am having technical issues with my wife's iPhone. I bring it in, and Adam is very helpful and lets me know what T-MObile can and cannot do, according ot the protection plan. Ten short minutes later I am on my way and get the matter resolved. Since then, I have gone in several times for small issues, and Adam is always there, willing and able to assist. When I walk into the store, I am always hopeful Adam is there, and for the past few years, he has been. read more

I am so impressed with this store!! Amy Joya was amazing in solving a problem that 611 customer service couldn't after 2.5 hours!! She dedicated over an hour with me and was so patient and understanding!! I will suppirt T Mobile as long as they have such qualified people at their stores. Not too impressed with 611 but definitely with her!!! Thank you Amy Joya!!! read more

Told me they couldn't help and that i needed to call customer service. Went to my car to call and it was a 40 minute wait. Went back into the store to ask them to please help me and of course, they could call for me and did so. Not sure what the point of having a store front is if they can't help you. They can't help you with an insurance claim either, it's a separate company, separate number and impossible to get through. read more

Adam is still wonderful, but T-Mobile as a company has been awful. HOURS spent on the phone and they just can't seem to resolve ANYTHING from no internet, dropped calls...including while on the phone with their customer service, etc. Kept being told a quaint story about a inoperable tower. "Yeah, it's common not to get a signal around D.C.". I wish that I was joking. read more

I spent an hour on the phone with tech support and my problem was unresolved. I walked into the store and Megan Carter had my phone fixed quickly. I was impressed. read more

I visited the store as per the request from the T-Mobile Expert team since I had spent a total of over 5 hours with them with no resolution to my problem. They wanted the store to physically check the phone out, review the notes in the system, and then call them. I walked into the store with 1 customer in the store who was being helped by an associate. Within a minute anther associate comes out from the back (I wish I would have paid attention to his name, blond haired young gentleman). Please bear in mind that I am the only other person in the store with no one else waiting. I started to explain the situation and why I was at the store, at which time he abruptly interrupted me and asked me to check and see if my phone had the latest update. I attempted to explain that the issue was caused after T-Mobile activated my international calling and data plan. He made a snarly remark as if I did not know what I was talking about and what I was saying had zero merit. I started to explain why I believed that his solution had no bearing on my problem. He didn't want to hear anything about it and he started to walk away from me as I was talking to him. He said, "I have been doing this for a long time and I know what I am talking about. Go home, update your phone, and if you still have problems come back." Well I just finished updating my phone and the problem still exists and guess what... I will not visit this store if this store was the last T-Mobile store left. I am posting this review to be of service to the person in charge of the store, and if he is the person in charge I feel sorry for that location. I should have just asked for the manager prior to walking out. If you go to this store and get the same standoffish, rude, and dismissive attitude... make sure not to make the same mistake I made and ask for the manager on duty. I was at the store at 5:08 PM on Saturday 9/17/22 if anyone wants to find out the name of the person, talk to him, and teach him what customer service means. read more

Great job I needed help technical help with my phone and the gentleman was so kind. He fix the problem with my telephone. I'm handicapped. He help me to my car and loaded up my walker. Thank you Jonathan! read more

The service I received today from this location exceeded my expectations from a retail outlet. I have never seen such a positive , customer focused attitude from a sales associate in person. ADAM who assisted me on getting my account up to date and a new handset which I needed to add under my account . He made it possible without any hassle and in a timely manner . He is truly a people person , who cares about customers needs and knows how to make their day less miserable then we all have going on on your regular basis . T- Mobile as a company is very much fortunate to have a staff like him in their outlets . Bravo Adam ,keep it up with your dedication and sincerity towards customer service ! read more

I'm a long term customer of t-mobile. Adam Bell was working. He was loud, boisterous, rude, obnoxious. Interrupted my conversation with another T-Mobile employee multiple times. I told him he was annoying. Based on that, he threatened me and threw me out of the store. Yes I reported this all the way up to corporate, and spoke with the regional director. This is a repeated problem with Adam Bell. Hopefully he is not there any longer. I don't know. I would recommend another store, as I've always liked T-Mobile. read more

The service here is awesome and there is typically very little wait time to get helped. The staff is very friendly and always willing to help out with any problems. It's a brand new store and very clean inside and out. I would recommend this T-mobile store over most. It's kind of hard to see from the road but is right between the bike shop and burger joint. read more

I have been a Sprint customer for many, many years. Since T-Mobile and Sprint merged, I had to go to T-Mobile to purchase new phones and was not looking forward to it. But Patrick and Adam at the Springfield, VA, store were absolutely awesome! They knew exactly how to help us, what we needed, and spent so much time with us. I highly recommend them if you have any phone needs. They gave us 5-star service. Thank you, Patrick and Adam! read more

After a truly frustrating experience at the Burke Center Pkwy store, these guys at the Old Keene Mill Rd store restored my faith in what Customer Service is all about. Specifically, the area manager and two of the staff (Patrick and Adam). These guys found innovative ways to make sure my wife and I could continue to operate and took the time to follow through until the issue was fully resolved. I highly recommend that store. read more

It was my first time in this store and I wasn't in my happiest mood. It was two days before Christmas and I spend two hours the night before on the phone with sprint trying to buy my daughter the new iPhone 12 for Christmas but I got the run around and customer service tried to charge me so much in fees, taxes and shipping. So I told the lady from customer service that I would just go in to the store and see if they could help me out. When I walked in to the store to see if they could help me I met Adam, my whole mood changed! He was super helpful! I told Adam what went on and what I wanted to buy and he was just so helpful. At checkout there was some issues with my purchases and we had to contact customer service and Adam stayed on the phone with customer service to help me for over two hours. I could not believe how nice he was to me and how helpful he was. Because we had to contact customer service to continue my purchase Adam did not make any commission from my purchase but he stayed on the phone the whole time and helped me anyway. That was definitely great customer service! I would definitely recommend his service and I'll definitely be back! read more