T-Mobile

The manager is a disgrace and so are the store associates. Charging a hefty restocking fee for a tablet the customer never opened is criminal theft. I then asked the clown manager to include my phones in the trade in program advertised online. He refused even though I was told I could by representatives by phone because the phones were bought two days ago. The clown manager wanted me to pay a restocking fee. Don’t go to this store. This management will not offer you discounts unless you are the same race as he is. When I visited the store on 18^th and K street, NW, Kenyon Ashley did everything he could to hook me up with every discount possible and waived my activation fees.

I’m glad I didn’t leave once I saw how many people were in this location because I ended up have a great experience here. When I first walked in there were a ton of people and I was worried about a potentially long wait. However, I only had to wait about 20 to 25 minutes which I don’t think is bad at all for how many people were there. I came in to get a new phone and my sales person, Arle, was awesome. He was very helpful and not at all pushy like most sales people are which I really appreciated. He made sure to explain everything to me until I understood and he did it all in a timely matter. Overall I had a great experience and I will definitely keep coming to this location whenever I need to go to T-​Mobile for something.

If I could rate laurel, md tmobile location less than 1 star, I would. I just spent so much time at tmobile to buy headphones for my kids. They only had one pair that I wanted, but I said I have twins and I need 2, can we order another set. He rang up the one pair he had there and had me pay for it. He said yes, that he could order another pair, but then couldn’t. He called customer service, but they couldn’t help, so I asked if he could call another store, but he refused to because they were busy. Because it’s another store, he wouldn’t get commission. I do not recommend going to laurel tmobile at all and if you do, this sales persons name was Arle. Ask for someone else, but if you want better service from tmobile, go to the one in Columbia. With that said, I have been a customer since tmobile bought voice stream in 1999. With how bad the customer service has been over the past few years and how much better Verizon’s plans are getting, it might be time for a change.

How did I end up at this location? Only came after recommendation of a friend and that they paid early termination fees. Activated service online to transfer from VZW with transferred number. Receive SIM card with no instructions but a one pager about returning your device, but I’m not returning a device? Bag was labeled BYOD.
Few days go by and I attempt to make a call and it goes directly to T-​Mobile customer service. I give them name and phone number, nothing. They can only locate my account with my SSN. Ok no problem that is not something I give out freely. What company this day in age can only search by SSN? I ask for the nearest retail location as the phone only gave the partner locations. So the rep gives me the Best Buy location. Did I not ask for a retail location??? Walking up to Best Buy I see a retail location next door.
I go in and hear the same give me your SSN. She calls CS to locate the application after me giving my SSN to rep on the phone. The instore rep hangs up the phone after the rep is not able to locate anything. So another rep in the store tells my rep to just run her credit. Really??? I’m sorry I don’t just go around letting people run my credit. A new account is opened with my drivers license. I proceed to ask about the ETFs and am told oh that only works if you purchase a phone. So you want me to pay $ 500 for a Galaxy S5 that I paid $ 200 for with VZW a month ago so you will pay my ETFs. The kicker was when she said pay for it in installments??? So for $ 500 I will have paid my own termination fees and have the same phone all to save on a monthly bill? Nah I’m good and politely excited the building.
After back and forth, absolutely awful service. The headache to save a few dollars from blood sucking Verizon is not worth the time and energy. They sent a SIM card with no instructions. One company-​online, phone or instore should have the same process and procedures.