T-Mobile

Hi (posting off my boyfriends account cause mine was glitching out for some reason)I recently went in to get my phone repaired and do a trade in so I could upgrade. I don’t really leave reviews often but I felt like I had to after the amazing customer service experience I had, which nowadays can be hard to find. I was helped by a young woman there, Andrea, who was just the star of the show there! She had such a pleasant attitude, was very personable, and really went above and beyond at her job doing anything and everything to make sure I had all my problems met and solved and walked me through some things I was having trouble understanding. She was so sweet and really wowed me with the work she put into her job. She shows that she really cares about the customers. If only every customer service experience was like this one!

After sitting by the front door and watching my soon-to-be sales rep, Tony, get verbally abused by a customer who was clearly in the wrong, from what I overheard anyway, and then eventually have my personal experience interrupted when that same customer sent her boyfriend back into the store intimidate this poor kid, and ask for his personal information so he could be reported to the district manager. To my surprise, he politely paused our conversation and wasted no time trying to deescalate the situation by handing over his business card at their request, probably because he had plenty of customer witnesses like myself see the same irrational freak out that I saw and he knew he didn’t do anything wrong - amazing composure for a young man like himself. Overall, my experience with Tony was absolutely amazing and I applaud his outstanding customer service, especially just moments after being repeatedly insulted/degraded in front of multiple customers in an industry where you can’t respond the way you may want to! Will definitely be coming back to see Tony anytime I need to visit T-Mobile in the future!

The customer service at this location is a complete joke. I’ve been helped by one helpful person at this location, the assistant manager Brandon. He actually explained to me what my options were. Whereas the TWO other times I went in, it seemed like they didn’t even care to help me. They just wanted to get me in and out as fast as they could. I was told by one sales rep that I would need to pay off my current phone and buy a new one out right if I wanted a phone that wasn’t broken. Brandon happily looked deeper into my account and let me know I had an upgrade on another line I could use.

Anthony was the worst customer service rep I’ve ever encountered. I’ve never complained about service in my life and he was so rude and inattentive that I had to share. And when I asked for his whole name he refused to give it to me and I had to literally go to his coworker to get his name. We ended up getting the service we needed at the mall. Where they were attentive and thoughtful and we bought new iPhone 12s. Skip this store at all costs.

STAY AWAY FROM THIS HORRIBLE STORE. This afternoon when I arrived, an employee met me outside the door. She took my phone number and indicated that she would call me in about 33 minutes due to Covid-19 guidelines before I could enter the store. I waiting in the parking lot for 45 minutes before returning to the door. The same employee told me I was next and that I could sit down just inside the door and that I was next in line. There were about 6 other employees in the store, mostly standing around chatting and laughing with each other one other customer was being served. I sat there on a folding chair for 20 more minutes as if I was invisible. I left in total disgust.