T-Mobile

Despain

This is a WELL DESERVED 1-Star, and this experience alone has made me want to switch providers at the end of our contract. Jamal, the manager of this location, should consider a different career, as retail customer service is not his forté. I waited to do this review until everything was resolved, and this is the end of a cumulation of failures on T-Mobile's part. We visited this location because I wanted to celebrate my wife and I's closing on our house by buying us two Apple Watches, and upgrading my phone from an iPhone 11 to an iPhone 13. It was a great day, and the person who helped us (sorry, do not remember his name) was nice and cordial. No issues there. The problems arose when we received our watches. Mine was fine, as was my phone. Everything worked as expected. However, my wife's watch came with the wrong wristband and couldn't fit her arm. We specifically ordered the Apple Watch with the Small/Medium band for this purpose. We received a Medium/Large for her. This was going to be an issue, and in my mind, a simple one to fix: just give us the appropriate wristband. Apparently, I was wrong and I was in for several headaches over this wristband. I went back to the store and asked if I could swap the wristbands for something that fits my wife. Was told this was impossible because they do not ship out wristbands and just the whole product, which means they would have to open another box to get us our wristband (okay, so do that? not my problem, y'all messed this up). The person who I spoke to was also the person who got our orders in when I came back for the wristband; he suggested I go to the nearest Apple store which was in Cumberland, and he TOLD US they would just swap it out. Cool, made plans with my wife that following Wednesday to go to the mall and resolve this issue. As you can probably imagine, this lead to even more issues. Apple Store, busy as always for some reason, approach one of their 100 employees and explain the problem. Apple informed us they can't swap out the wristband and in fact cannot help us at all since we did all this through T-Mobile. It was a 30 minute drive there, so an hour wasted all and all on top of current gas prices. At this point, this was getting ridiculous. All we needed was a wristband swapped out because they sent us the wrong one, so I called the store again and this is when I spoke to Jamal. Terrible attitude, told me to calm down while I was speaking to him? My guy, no I am not going to calm down. Whatever, he was also no help. Oh it keeps getting better. Get our bill. Over 200 dollars. This made no sense, so I went and checked my bill and noticed that they ADDED A LINE TO A SAMSUNG GALAXY to our account??? WHAT?! You thought we weren't going to catch that? T-Mobile has been garbage for a hot minute, so this isn't surprising. All this over a wristband.

K T

I received great customer service here yesterday. I was dreading going in but everyone was upbeat and friendly and they all acknowledged me. Kayla was awesome! I wanted to offer her a job myself. The manager walked around and assisted customers as he engaged with his employees as well. Truly genuine peaceful atmosphere ( 9/17/22 evening) .

vivi bottoms

Customer service is knowledgeable patient helpful and kind. My T-Mobile gateway is providing strong coverage needed throughout our home. Glad to get away from Xfinity/ Comcast after 26 years. Thanks T-Mobile

Khatske

At the time I went was early morning before they opened up. And I was the first in while the lady helped me with friendliness and I was able to get an upgraded phone to replace my old one. She helped me with processing my old files and stuff from my old phone to the new one! I was thankful for the help.