T-Mobile

I visited the Times Square branch to purchase an eSIM, and the service I received was outstanding. The agent who assisted me was incredibly quick and helpful. During the brief wait for the eSIM to activate, they managed to brighten my day. It was my first time visiting the city, and I was having a stressful day, but this agent's positive attitude and great suggestions really made a difference. I didn’t catch their name or thank them properly. I even ended up buying a second SIM card a day later when I returned to the store to thank them, but unfortunately, they weren’t there. If anyone from the store sees this, please let me know who helped me during my first visit. I’d love to express my gratitude in person next time I'm in the city. For reference, I visited on August 3, 2024, around 9 AM. My order number was CTL940H2G79560, and my customer ID is C336928375. Thank you for such a wonderful experience!

Staff were welcoming upon arrival. I had an issue with my phone and my problems were resolved. I stayed for an additional inquiry regarding some accessories and was given great advice about the product. I spoke with Christopher and he was absolutely help. Highly recommend this store!

I would recommend going to a different T-Mobile location. I had a really challenging experience at this location when I was trying to replace my phone. I discovered after sitting down with a sales person that my driver's license was missing, which is disconcerting under the best circumstances. I had a US passport card which the sales person told me wasn't a government issued-ID, although it definitely is. I realized at another T-Mobile story later that they need a particular kind of ID to verify via camera, and I guess US passport cards aren't recognized. But this sales person didn't explain any of this. He just said I didn't have the right documents and they couldn't help me and refused to give me the opportunity to talk to anyone else. Then he made fun of me to one of his coworkers for saying I was going to write a review explaining my experience. I admit that it got heated on both sides, but I would have been a lot more patient if he had bothered to explain the way the technology worked, and not gotten incredibly patronizing, or if he had made an attempt to see if he could help without pulling up my account. I had a great experience at the Queens Center location where I had excellent customer service from start to finish when I upgraded my phone a few weeks later. If you're in Queens. consider going there.

So I went to T-Mobile at Time Square. I was expecting a difficult time. In such a busy place it can be hard to get an associate to assist you. Well my experience today could not have been further than my presumption. Upon arrival I was met by Angel a floor manager. My iPhone 13 Pro port has not been working for months. I feared I would have to upgrade. Angel took my phone and immediately began an inspection. She personally cleaned the port area and after 5 mins with her my phone is now charging as good as the day I got it. So please regional managers recognize Angel and her exemplary service. I even offered to pay for her services and she graciously denied me with a smile. 20 plus year customer of T-Mobile and I am grateful and satisfied. I hope this review finds it's way to her next review.

I received great service and a good deal when my old phone died on vacation. These guys could not have been nicer or more helpful. I understand why this is one of the highest volume stores in America. I am super pleased with their service and my new phone.

I had just arrived in NYC, and following a stressful morning of my phone not working due to data issues of being in the states, I was advised to purchase a local sim, so I set off to this store. The staff were amazing! Much higher level of customer service and professionalism than anywhere else I’ve seen here. Was warmly welcomed and then assisted by Melvin, who recommended the right sim for my trip. Whole process was smooth. He helped set it up and ensured it was working, before I left. Had I not been able to get a sim in time, I wouldn’t have able to get around with google maps. Thanks a lot, Malvin!

I was a tourist visiting the US. Staff was very friendly and welcoming. Pablo was very polite and efficient he activated a sim card and set up my phone in a jiffy.

I am utterly appalled by the horrendous experience I had at the T-Mobile store in Times Square. We went there seeking help for a prepaid refill issue with an eSIM activation, which had failed the previous day. Our only option was to visit this location since the original store where we initiated the transaction was closed. Nelson, the so-called manager at this "premier" store, displayed an absolutely disgraceful level of incompetence and laziness. He couldn't be bothered to assist a paying customer in need. This is beyond unacceptable and speaks volumes about the subpar service T-Mobile offers at its flagship location. Nelson's lack of professionalism and refusal to provide any meaningful help left us stranded and frustrated. This kind of abysmal customer service is inexcusable and reflects poorly on T-Mobile as a whole. I expected much better from a brand that prides itself on customer satisfaction. Shame on you, T-Mobile, for employing such inept individuals in key positions and for delivering such a dreadful customer experience. This incident has severely tarnished my perception of your company. Your response is both infuriating and misleading. At no point did your staff provide any viable solutions to our issue. We did call the customer service hotline, and even they acknowledged that the in-store team should be able to assist. Instead of taking responsibility, you’re shifting the blame onto us, the customers. Nelson and your team failed to offer any help, leaving us stranded with a non-functional service. It’s unacceptable to hide behind policy excuses when your staff didn’t even attempt to find a solution. We expected better from a “premier” store and were sorely disappointed. ——————————————————————— Nelson threw other tmobile team members under the bus and bad mouthing them as a solution, which i did not want to hear about nor do i think other customers walking in wanted to hear about. Phone support, which i put on speaker phone for you to hear but disregarded provided me with great solutions like the other tmobile locations you bad mouthed. Additionally, listen to the customer issues fully first before providing "solutions" that don't fit the customer's needs and ignoring the customer as a result.

I'm leaving these idiots after many years. They took in my trade-in phone and lost it. Then claimed that returned a completely different phone and reduced my trade-in value. Supervisor was no help

wanted to buy 2 SIM cards and salesperson not knowledgeable at all, entered SIM card in the slot of each SAMSUNG and concluded that 1 phone was not compatible with the 5G US network... In fact both phone are 4G capable. Once back in the hotel I have transferred the SIM to the "non compatible" phone and it worked. Well, basic knowledge is a must. Happy that I had competent service at T Mobile located close to NYU. There I have received a doc with SIM card details which was not the case on Time Squares.