T-Mobile

This store is either a hit or a miss, depending on the representative helping you. I have received excellent customer service the only other time I have been here, but my last visit was terrible.
Specifically, because of Marcie.
She was unhelpful and condescending. She was on the phone with T-​Mobile representatives and was ~trying~ to whisper under her breath and say negative things about me while I was standing right next to her! I understand that I was frustrated, but there is a right way and a wrong way to address a customer who is standing RIGHT in front of you.
I basically agree with everything Ada E. had to say about this store, the only redeeming factor is the other employees at this location (hence 2 stars rather than 1).

Marcie is the best/​nicest/​sweetest employee. Helped with everything. Got me the best deals. Made the time fly when we were there probably 2 hours. She’ll help you with anything! Such a sweet lady and made my day a lot easier. Deserves a raise! :)
It was so refreshing after everyone was so awful at the tmobile on Lake mead. Thank you marcie!
Also, it wasn’t packed in there. Got right in and out.

I came here on a really busy Saturday to upgrade my phone, which also required me to change my account from prepaid to postpaid. The wait was horrendous, nearly an hour before I was helped. I was told the wait time would be around 45 minutes.
Anyway, I had $ 65 left in my prepaid balance, when I was ready to pay the first payment of the new account, that balance was gone. I called t-​mobile, and they said they couldn’t do anything for me. I went back to this store, on a Wed, it wasn’t busy. The rep I talked to asked his co-​workers what to do in my situation. His co-​workers claimed my balance was forfeited. The rep decided to call in anyway, and see what he could do for me. after about 30 minutes of the call run around. He finally got me in touch with someone who not only refunded me my $ 65 balance, but the last payment of prepaid plan as well.
Needless to say, I was extremely annoyed by the phone upgrade, and prepaid to postpaid switching process. I understand people make mistakes. But I believe people should be judged by how they own up to their mistakes and fix them. This location has at least one employee who went above and beyond. All to fix the screw-​up that wasn’t even his. I’m kicking myself for not getting his name. All I can do is describe him. Young, tall, well built Hispanic male, with short black hair.

Try to blame on 1291 s Decatur

I was calling all the locations in town to find a 128G Space Grey iPhone 6 Plus and no luck. I called this location and spoke with a sweet girl by the name of Priscilla C., she was so kind and courteous enough to take my number down and continue my search for me. Surely enough where most of the stores were telling me as well as customer service that I would have to have it shipped to me, Priscilla C. found one for me that same day and I am a proud owner of my new 6 Plus and a satisfied customer with my carrier!
Thank you Priscilla C!!!

If I could give negative stars I would. What can I say except today has been a completely horrendous day thanks to T-​Mobile. Corporate errors and the customer is made to feel like criminals… I don’t think so!!! After returning to the store 4 times, several phone calls, jumping through all the hoops they put forth… oh and let’s not forget being racially profiled, we still wound up running to AT&T begging to come back. So much for trying to save a buck… the only thing unlimited at T mobile is degradation, humiliation, and utter incompetence. I’m so sorry for ever doubting you AT&T. I guess you to get what you pay for and a bargain isn’t necessarily a bargain at T-​Mobile.

Great experience with Brynn and Jonathan! They set up my wireless studio Beats and had excellent customer service! I recommend going to these two customer service reps. Knowledgeable and fast pace. Some other reps that work there tell you what you want to hear because they themselves don’t know what they are doing. Then try to get you out the door paying for something not knowing all the facts. Commission!!! Ask questions to someone who can break it down for you :)

Love love LOVE the service here! Clint is the store manager here and he always makes sure I leave with a smile on my face! Always happy with the service here!

Knowledgeable courteous staff, best customer service experience at a T-​Mobile store. I will definitely go back for all my wireless needs.

Wow, one of the best stores i have been to! So much quicker then the one on Charleston and Decatur and the staff is so friendly and knowledgeable.