T-Mobile

Riham is very knowledgeable and has exceptional problem solving skills. She was very calm and collected throughout the process of helping us switch to T-Mobile and extremely patient with our requests. I highly recommend this store for their excellent service.

I had an awful experience here. I called to ask about up charging and upgrading my billing and phone. The sales representative told me to come in and said he can’t do anything over the phone, I told him okay I will be there. When I entered he talked to me, and when I asked him to start he said his system was down actually, why didn’t he tell me over the phone? It just looked like he closed down the register and didn’t feel like doing his job. The way he handled this was so unprofessional and upsetting, so much so I took my money else where and switched to version that very night. Yall need better professional and consistent communication, actually Address customers when they walk in and not hide in the back. Be actually helpful and not push us away when you feel like it on the clock. The gentle man I believe was the only one in the empty store on December 7th 2023. He shouldn’t be trusted to run the store alone if these are the things he’s gonna pull. I went to a second tmobile that very night after this one and had another terrible experience before going to Verizon for help.

Misquoted plans. “I have to ask my manager” with any simple questions. This was done behind closed doors as the manager only peeked her head out into the main space of the store. Kenneth was adamant that the free iPhone 15 deal was over a 12 month period, but all other local stores and customer service said 24 months. He couldn’t give me a copy of a quote for a phone plan, only that I could take a picture of his handwritten scribble. This store is franchised. Don’t go to this one, if using T-Mobile!

This was the best! Rihan was so polite and knowledgeable, and she diagnosed my phone problem after a few questions. Fixed it in under 15 minutes. A real professional. Thanks T MOBILE and Rihan.

My story began in July 2022, now require a cell phone number everywhere, and no matter how I ignored it, but I had to buy a mobile service. I drove to the nearest T-Mobile store down West Henderson Road. There I was warmly greeted by a young pretty woman, we began to arrange the service. I have my mobile number and wanted to keep it, the sales assistant explained to me: - First I need to buy a service with any number and then the company will transfer the service to my number. Very interesting is to do payment, the store has a wireless terminal if you use a card a printed receipt for payment cannot be provided because no printer there and in the case of an argument, you do not have proof of payment. Those, if you paying cash, then it is not possible to prove payment. It is up to store owners discretion where the cash will go - to the private pocket or to pay taxes. After some time, associate called T-Mobile, she turned on speakerphone so I can hear, and the company told us that they could not switch to my number, it was expired. Then I said that I want to cancel this service. In the process of talking with the company, it turned out that in addition to $15 for the service, they charged me $10 for the SIM card and this amount of 26.95 with taxes is non-refundable in any case even if I do not use it. She didn’t warn me that the SIM card costs $10, and since I didn’t have a receipt, I didn’t know about it. What else I would like to say about the low level of training of the store staff, in my presence, another woman store consultant came a male client of Sprint with a problem phone. His family has three phones and only his phone has a weak signal level and therefore misses calls, obviously a problem with the phone, but instead of changing the phone in warranty, she replaced SIM card and the person left thinking that the problem was solved. Of course he will come back and drive 50 miles to the store again just one way. During to be a client of T-Mobile I have some simple questions it posible to solve using chat on T-Mobile website. I discovered another problem - waiting for the operator to answer forever. P.S. Reader, you decide to use this store or probably go to another.

Unfortunately, I cannot recommend T-Mobile a company to anyone for service, devices, or ethical practices. I had traded in a phone 1 year ago for the new Fold3 while upgrading to the magenta max service for the extra benefits and perks of the trade in. After 3 months of having this new phone it had a hardware issue where the main screen wouldn't turn on, I had to use the claim from the protection 360 to get it replaced. What then followed is 9 months later the replacement had a software glitch that hard locked the phone, causing it to overheat burning my hand. When I went to get it looked at or replaced, I was informed that my device was no longer eligible for the 360 protection plan because it wasn't the original, which basically means when I got this replacement I was mislead into paying 225$ for a protection plan that isn't eligible. When I tried getting some assistance because I needed a phone for work, the customer service agent told me my only option is to continue paying on the dead phone and open up additional lines to get a new phone. Since I was in a pickle and needed a new device I went to do so. However when I looked at my T-Mobile account I discovered I had not just that one new line added but 2! So now I have 3 lines for 1 phone, and 1 faulty piece of equipment. When I asked about this I was told to find someone willing to get on your line to make your bill cheaper. T-Mobile has caused me excessive frustration and headaches. When nothing goes wrong T-Mobile is great, but the moment any situation happens T-Mobile does their absolute best to get all the money they can. I have attempted to speak to the manager here in the past, which re-directed me to customer service. Once I spoke to customer service and their management, was re-directed to the store as they said "This is a store problem". There is no accountability for when something goes wrong and will circle jerk you for hours for nothing. As a whole, I cannot recommend this location, or this company to anyone as they do their best to mislead and steal your money, while finding awful solutions. Best go to Verizon, Mint, or any other cellular company.

The BEST customer service experience I've had!! Rihan, at your Henderson Rd location, was a monumental help in switching me to your services. My last carrier gave her and I such a hard time in the switch, a project that took 2 days. On my arrival the 2nd day she had all my stuff ready to go and finished the switch for me. She was so patient with me and I really appreciate her as a wonderful human being.

Just switched to T mobile after years with a competitor, They were professional , patient and overall made the process very easy.

I went to the location on sawmill earlier in the day and the girl there was less than helpful. My brother and I gave this location a shot later in the day today. The two ladies inside Maria and I didn’t catch the others name were extremely helpful and patient! They gave me the options that were in front of me and Maria did a fine job upgrading my brothers phone as well as handling my unique situation. Patient, pleasant and helpful!!! I recommend for your needs. Thanks ladies!

They need more workers. The guy and gal that are always working are super nice though. It's incredibly hot in there though