T-Mobile

I cannot believe how much of my time has been wasted dealing with employees at this location. The week of 8/10/20 I went to this store to discuss purchasing a new phone. Elijah, a very nice young man, gave me incorrect information about the new Note 20 having the capability of using my SD card. I was in the store for 2 hours as he set up my pre-order and arranged my discounts, etc. On 8/19/20 my new phone arrived but, to my dismay, it did not have a slot to accept the SD card. I immediately called the store and the employee I spoke with was unaware of this fact. After calling T-Mobile customer service, I learned that I had to buy the Note 20 Ultra in order to have that option. Sadly, it seems no one at the store knew this, including the manager Micah, whom I spoke with the following morning. I decided to just return the Note 20 and purchase the Ultra. Micah assured me he'd set one aside and inform the employee who would be there as to how to handle the transaction. I go in to exchange the phone on 8/22/20. The emplpyee, Damiana, had the phone and case but had no idea what she was doing with the transaction. At one point, she almost refunded me over $1,000 which I had not paid. Good thing I'm honest! She had to call Elijah and have him walk her through the process. 30 minutes later, I leave with the new phone and think I'm done. WRONG! Within a few days, we get a bill for both phones! I've now called the store 3 additional times and been told that the general manager has to handle fixing this and it would be done " tomorrow " then again, "in the next day or two." As someone who understands human error, I think I've been incredibly gracious throughout this process until today, and now I'm just DONE! Today is 9/1 and I still have the returned phone showing on my bill! I've left a msg for the GM and will be escalating today if I don't get a call back. While all these employees seem very nice, they all pass the buck on who is to blame, who can fix the issue, yet nobody fixes anything! It's been 2.5 weeks since I returned the phone I couldn't use. How much effort does it take to prioritize this and fix it?

My experience here was pretty awful. I purchased service with the Magenta plan. It did not work with my phone unfortunately. I asked for a refund there and then. This store funded my activation fee, however they told me that I had to call the T Mobile number to cancel my 'new service'. I called the T mobile number that evening and canceled my service on the phone with them immediately and was assured I wouldn't be charged for anything. However since then I have been charged autopay's which I didn't authorize, as well as refund fees and plan fees even though I never had service for 1 minute with them. What a nightmare.

Well I’ll start off now by saying that I love them! (Kidding) they are only now great in my eyes because they were so terrible and offered such an awful experience it motivates me to port off T-Mobile all together and go with someone else and I couldn’t be happier! If you are reading this exhaust any other option before going to this location. Not only does no one know what they are doing but they aren’t a real t-mobile they are a ‘retailer’ so in addition to poor customer service and sales skills their prices are higher then a corporate t-mobile (phx, by phone, or online.) One thing that they can do is accept your trade in and send it to the real corporate t-mobile. So my advice is upgrade online or by phone and then take this store your trade-in and drop it off. This prevents them from ripping you off in cost of the device. But last thing I have to add is T-Mobile is terrible in Flagstaff anyways. It’s a consistent 1-2 bars only with data issues everywhere. AT&T and VZW is the way to go!

Huge shout out to Elijah at TMobile for his superior customer service! Thank you for treating your customers the way they deserve to be treated! I recommend this location to everyone.... Javier and his crew are top notch!!!!

Damiana and Destiny did a great job switching me from the dreaded AT&T. They stayed late on a Sunday by about 45 minutes to make sure everything transferred over and I was good to go. Highly recommend this store for all of your phone needs!