I went in for a simple phone upgrade. The process took several hours which included a 45 minute data transfer but most of the time was spent waiting. The employee helping me was new, so he had a lot of difficulty knowing what products they stock and sell or how to process transactions. What was worse was him running back and forth to the back office to his manager every time either he or I had a question; sometimes disappearing mid-transaction for 10 minutes at a time while I stood there doing nothing. The manager did come out to check his work and try to upsell products I don't want to pay for a couple times. It was quite clear that i had a major role participating in the training process. Once we finished the data transfer, I was told we were done and walked out of the store with my new phone and drove home, 45 minutes away. I realized once there and I began to register the new phone on the network that I didn't get the retail box or the contents within, including all the required codes that are needed to register on the T-mobile network. I immediately called the store to verify it was still there and let them know that I wanted it. I was told over the phone that there was no problem. They had it. It would be there for me to pick up whenever I could get back. Yes, another 90 minute round trip drive to Warrenton and back. Tally-ho! I did find what I needed to get the new phone functioning actually in the phone settings which was nice. Now I know. Regardless, I want the entire package I purchased including the box which absolutely has value especially later when and if I try and resell or disposition the product. I drive back to the store the following morning only to find out once there that they shredded my box because "a thief can use the codes to hack my phone". "We aren't allowed to retain the packaging." So much for it being there for me. OK, simple fix, no problem, I offered to return the phone I bought the day before, and exchange it for one complete in it's retail box. Nope, think again, now they want a $70 restocking fee even though they were the root cause by destroying the personal property of a customer. Not gonna happen. And, it wasn't like they couldn't have contacted me before destroying my property. They have had my phone number for over 20 years. Short story shorter, I walked away, angry and upset that I put so much effort into this failed project. Then to get bullied over every aspect of trying to buy an expensive phone. I had to contact corporate to do a proper swap which surprisingly includes the return of product "in its original packaging". I got them to cover the fee under the circumstances and send me a replacement though, as they were just as surprised as I was that the store did this to me. Corporate is filing a complaint against the store, swapping the phone and covering the restocking fee. I will never try this again in the store. In any case. DO NOT GO TO THIS STORE if there is any other option. Buy products direct from the web store. You'll thank me later. Its just not worth dealing with them. Also, for the record, the new person helping me deserves credit for what he did. He was set up to fail by his management. No one could have performed better under the circumstances. I hope his management doesn't scapegoat this young man. A little mentoring would have been epic. T-mobile is generally a good company. I have friends who work there. They corrected the problem satisfactorily. My time and effort is sunk though and I'm still not done. I expect better from them and I know they do to. This was an awful experience that didn't need to be. read more

Mykalya and Brandon were super helpful and fast. Got in and out of there in less than 10 minutes. We just had to switch plans last week and the eSIM wasn't working they got the new sim in with the existing number. 10/10 thanks guys. read more

My family needed new phones as our old Samsung S9's were dying (battery, wear, etc). I'd been with AT&T for 25 years - and they werent interested in keeping my business. T-Mobile was quite accommodating - with a 2yr commitment, we received 3 new top of the line S23's, and a 'no surprise fees' price (almost unbelievable these days!), and free Netflix and AppleTV among other things. (I had already had netflix but the account management T-Mobile has made the switch easy) Their app and website is a breath of fresh air compared to the crappy AT&T equivalents. The coverage is far superior to AT&T's here on the coast. Amanda was extremely helpful, professional and kind! A real asset here! She instructed me on how to port our numbers and activated our phones in the store. I did try to take advantage of their home internet, sadly, the performance wasn't there for me at my location so I had to return the device. read more

I visited this location recently, and the young man who helped me was wonderful- definitely sensitive to my needs and he helped me get where I needed to go as far as switching over from a phone company I had been with for nearly a decade but their consistently rising costs made it completely infeasible to continue with them- it's been about the longest relationship of my life So it's safe to say, it felt like a break up as far as not knowing what I wanted to do and how another company would work with our needs- Beyond the excellent customer service, however- I am very happy with the switch to T-Mobile in general! I had a bad experience with them when I was 18 (imagine being freshly 18, and two young guys working at a mall kiosk seeing you and your friends and knowing you were easy targets- I still remember them telling me I qualified for three phones, and my friend qualified for 5, and we told them we didn't need that many phones- and they said... oh no, you know, you may want them just for emergencies? And us- being ... really naive... dumb 18 year olds were like, 'Aww, really? Wow, that's so nice.' I could cry thinking about it ‍ In any case, I definitely have held T-Mobile responsible since then and they always left a bad taste in my mouth prior to this- I started hearing throughout the years that my friends really liked them, and I stubbornly refused to even consider switching to them, but I was curious I also called customer service the same day of switching to their service and again, I spoke with an incredibly supportive great customer service rep- I was super pleasantly surprised. And best of all (to me ) since I live in a super rural area, and we had studied the coverage map in my area for 5g and honestly it didn't look promising- but I told them I certainly wasn't expecting 5g, just a phone that worked as it should- however- I've been sitting at home using the 5g, and I am AMAZED- I occasionally have full 5g bars, but even when it only shows one or two, I haven't noticed a lag at all. In fact, I downloaded my favorite (extensive) playlist using only the 5g, not near Wi-Fi at all, and I expected to settle in and let it take awhile- but it actually finished so quickly, I was super impressed. Overall, the entire experience has been great, from the customer service I received at the store, to the customer service over the phone, and oh my goodness, the superb phone/data service- the speed is blowing my mind and I love it. read more

The new T-Mobile 5G is incredible! The customer service is great. T-Mobile used to be terrible coverage but their new network tops everything else available. Just try it read more

I was very happy with T-Mobile in Warrenton and Amanda who helped me switch both my internet and my phone service. I'm saving over $100 a month! Their 5 G service is good in my area, better than Verizon's and no overage fees. read more

Every time I try to pay my bill for my Hot Spot it's almost impossible to pay it! They can never find my account! All I've asked for over and over to create auto pay but no one knows how nor can they ever find my account! Very frustrating that I have to go through this ever time just to pay the bill! I give them every piece of information I can with no avail! read more

Do you like blank stares and MISINFORMATION?? I hope so if you have the misfortune of entering T-Mobile in Warrenton. Brandon the store manager will gladly set you up with an iPad for 1/2 off without telling you that you are now are paying for data even though most of us have home internet. So it all pencils out to the cost of... you guessed it a full price iPad! Want to return it now, there will be a $70 restocking fee. Oh and after 14 days no refunds anyways. It seems to me that someone is trying to protect their commission and could care less about the customer because of his favorite 'policies'. None of this was explained to us and when we asked him about it he says he remembers that it was. How convenient! The only thing I couldn't figure out was where his heat lamp was because I guarantee if he laid under it long enough his mouth couldn't stay shut for fear of overheating. Then at least my suspicions would be confirmed that lizard people DO exist! Maybe those tin foil hats weren't as far off as I thought. What a $"@# show, haven't been this irritated as a customer in years if not more. Spare yourself and drive ANYWHERE ELSE. read more

Great customer service, friendly, knowledgeable, and just an overall enjoyable experience

I switched from being a long time customer at another carrier to T-Mobile for a promotion. HUGE Mistake!!!! Let me begin by saying I work in accounting so i'm a numbers gal. Two younger males were working that night. As one of the males explained the promo to me I kept asking him over and over again "so what your telling me is I can get this, this and this for $ x amount of dollars?". Over and over again he kept answering "YES". After quite a while and as I made the comment the same male said "its like buying a car". As part of the promo I was to receive a tablet, again he kept telling me for "free". He informed me whoops we don't have the tablet but we could order it for you and have it before the weekend is out. Then tried to sell me a tablet for more then $100 over what they were selling the promo tablet for. (NOT FREE) So if I was getting the tablet for free why would I pay $100 over what that sells for retail. He said that's the full retail of the tablet they had in stock. WOW!!! Thanks but no thanks I will wait for the free one. He then explained to me that one of the two phones I brought with me had an issue and he could not use that phone (I later found out I had all the correct info with me) So I purchased a new phone from them. After quoting me a different amount then his orig 6 times I asked him, he explained to me "well the promo is that amount plus this amount". I said to him "then don't quote me one amount over and over if it's incorrect". Hence the very reason I asked over and over again. After quoting me a third amount I asked him to call his manager. I told her what he did and asked for that amount to be taken off. She said T-Mobile does not like to refund showing a cash amount but after I got the tablet she could "Credit" my account. I agreed and thanked her). The young man finished my transaction very fast and informed me that he would do my tablet as a separate transaction when it came in. That was on 03/01/2019 a Friday. I left but then came back after 1 hr. because the phones were not working. He simply changed the sim cards around. One phone number was new and the other was my orig # ported. The next day people kept asking me "did you change your number" I replied "No I just switched carriers". It did not dawn on me at the time what was going on. After not getting a call back I finally went in the store on Tuesday 03/05/2019, 5 days into my partnership with this company and 5 days with no cell service. I explained to the people there what happened and they looked into it for me. After a few minutes on the computer the guy explained the orig guy did not properly port my phone number but that he had fixed it. the gal who I assumed at the time was a manager said they forgot to order my tablet but would have it to me in a few days. A few days later I got a voicemail saying my tablet was in. So the next day I went in to pick it up. When I went in the same two guys that sold me the tablet the first visit. I went up to one guy and told him why I was there, he went into the back and a few minutes later came out and asked the other guy if he could help him find my tablet. The body language I picked up from the two told me something way off, I waited for a few more minutes but had to leave. So I told the clerk that was still out there to let them know I had only planned on coming in here for a minute and I had to do something else but call me when it is in their hot little hands and I will come back. I NEVER go a call back! So I went to Verizon, I left that day with 2 tablets a cell phone and a new phone number thanks to T-mobile because the orig guy did not port my # right I lost that number. Recap: 1. Lied or misled me about the actual price at least 6 times in under 1/2hr. 2. Lied about phone capability just to sell me new phone. 3. Lied about tablet just to upgrade pay more/bigger commission. 4. Failed to port number correctly. 5. Lied about tabled being ordered 6. Lied bout tablet being in the store 7. Failed to transfer contacts or other info on my old cell to my new. 8. Kept or threw away sim card from old cell phone. Just one of the above infractions would blow my hair back but 8 and counting would make me question myself as a manager. At best call a staff meeting and announce I would be rolling out more mandatory training in the coming weeks. I also would call my DM, give her a heads up on what happened and what I would do to make it up to them. I would then call the customer and let her know how sorry I and T-Mobile are for what happened and what I could do to make it right. "A company is only as good as the integrity of it's employees". That stood 50 years ago when it was first said and that still stands today. That being said on 03/15/2019 I brought the phone back to the store and told the manager, she lied to her DM right in front of me and refused to take the phone back. She said "I know I need to train better if I took the phone back it would come out of my pocket." read more