We had an amazing experience upgrading our phones! They took the time to explain to us exactly the differences between the plans, and helped us get all the phones on our plan upgraded. Shout out to Reggie for his professionalism, patience, and fantastic customer service! read more

I am fed up. I have had TMobile's home internet service for about 90 days. First couple months were fine. November has been horrible. POOR SPEED constantly. A speed test tonight of internet speed on my tv is 3.76 Mbps. I ran the test after trying to watch a 720p streamed 45 min show that took over an hour because it kept freezing every 5 to 10 minutes.  This happens most every night now. I only watch tv at night & steam my shows using 720p or lower. I am a household of 1 person. There is no way a family could use this service! I have reset my gateway numerous times. I am showing back to Spectrum next cycle! I am done! read more

Went to T-Mobile to get my phone bill reduced and I did!!! Jonathan was so helpful took his time with me and explained my plan and got my bill reduce $30. Thank you, Jonathan T-Mobile. Employee at Porters Neck and 17. Great job. Thanks again. read more

Scratches screen is normal wear and tear. Get 611 on the phone if anyone from this store tells you otherwise.... This store is a total waste of time unless you're giving them money. It took T-Mobile months to trouble shoot my kids SE cellular watch. That never worked so, since it was under warranty (that we pay extra for) they issued a replacement due to a defective antenna. After back and forth of it being out of stock, I HAD to go pick up from the store after a week of waiting to even hear a status update. Fine. No prob. Upon arrival, right before our Christmas flight out... these guys bold face lied and told me they couldn't exchange it because the screen had scratches on it. News to me. Of course I was annoyed bc of alllll the time wasted. Had to spend more time switching the numbers back to ensure everything worked in the meantime. Then, I called T-Mobile customer care and they said scratches fall into normal wear and tear and they had no right to refuse the exchange bc it wasn't cracked. This store is out of policy for their own gain. T-Mobile rep made it right and asked (this time) if the watch was in pieces, inoperable, cracked or water damaged....not if there were scratches, bc that is to be expected. So, when issuing a warranty return, Push them to ship it to your home. You have to agree to a $150 charge if they receive the return and it's cracked sooooo, why deal with the middle man who's going to give you even more inconvenient run around? This is NOT typical of TMobile customer service. This store is the definition of backhanded bless your heart customer service. read more

Came in to upgrade mine and my husbands phones with an appointment at 6, walked right in and got started with no wait and some infectiously joyful customer service. We upgrade maybe once every few years and in comparison to Verizon the T-Mobile customer service has always been spectacular. It's just nice having things explained with uncomplicated vocabulary and being treated like a human rather than a phone number. I want to say Lowell helped us (my b if I'm misspelling but I love your name) problem solve a few things to get what worked best for us. Also just plugged in the new WiFi gateway from T-Mobile and it's working perfectly. Cannot WAIT to kick spectrum to the curb!! read more

Summation: the person I encountered first at the counter lacked customer service skills, period. Her manager didn't even engage with me amidst any of what occurred, even as much as wishing me a good day when it was all said and done. Perhaps they both should partake in customer care. Details: My first, and what will be the last experience at this store. I would give it one star, but a manager from the Jacksonville store made up for what occurred. I walked in to find the one other customer sitting on a bench, no acknowledgement of my presence by the woman behind the counter. Asked the fellow if he was in line and he said he was being helped. That's when the woman asked what I needed, not hello or that she'd be with me momentarily. I told her I needed to update some things on my account- which included an update to my address and number according to online support. She stopped helping the other fellow and asked for the number to which I asked if she wanted the original number or what it is now. She retorted with "The number for your phone." This was repeated twice more, her acting as if she didn't understand plain English or simply taking the opportunity to be rude. She then out of the blue said you need to change your name. Absolutely not. She then said she would have to get her manager that she didn't know how. I was left baffled as to why she would stop assisting the other customer and why something so simple became so complicated. Two more women came out of the office saying their goodbyes. I went after the one walking out to ask if she was a district manager. She wasn't, but I let her know what transpired. She instantly took care of what I needed in less that two minutes. read more

Awful. I tried to buy an iPhone from there for my roommate as a Christmas present since he uses TMobile. They are running sale ads on television, so I was trying to get a price. They could not give me a sale price or tell me how much it would be for a new phone for him. They said since it was a gift they could only quote full price. They did not even TRY to work to help me purchase a phone. To top it off, they were rude. I'm ready to spend over $1,000 on a phone and they can't even try to be helpful? If I could have gotten a price, I would have purchased immediately. Every time I've been to a TMobile store, it's been an ordeal. I will NEVER use TMobile as a service. They're awful. read more