Sprint Store

I have been a Sprint customer for 17 years and been to stores from NYC to CA. THIS IS ABSOLUTELY THE WORST STORE I HAVE EVER EXPERIENCED. I waited an hour only to be told they cannot help me. The employees are lazy and slow. There were 4 – 5 employees standing around doing nothing while I waited!!! (Not to mention the attitude, most but not all, have!) I am considering pulling ALL my family’s phones from Sprint due to this store. I blame whoever is in charge of this store. They set a bad example and hire the people who are following their orders. They do the barest minimum that they can do. I have been to this store 4 times in the past week. Each visit UNSATISFACTORY!!! STAY AWAY FROM THIS LOUSY STORE!

I got fooled 2 years ago joining a Framily plan that was supposed to be «$ 25» but ended up being $ 70+ a month. They do not go over specific details over the plan and contract so beware. The person even gave me a «free tablet» saying it was a gift and no charges would be made, but that was false. I had to pay a stupid plan along with the tablet in the 2 year contract. I would just advise to steer away from Sprint.

Worst customer service ever. Not just once, but almost every time I have been here. The first disaster was when I got my phone. The guy told me the phone was free – he neglected to mention that I was paying in installments over two years. He never put the applecare or some of the other services I ordered onto the account… I had to purchase them later. Far worse than any of that, though, was his sanctimonious, condescending attitude, which I found later is pervasive throughout the store. Sad, as it is located in the beautiful Flatiron Building and should be as classy as as its real estate.
Tonight I returned a phone I had purchased two days previous. When I told the ill-​mannered, unprofessional «manager» about the the bad service in the store and complained to be charged a «restocking fee» for a phone I was returning, she got very superior with me. I asked her to show me in the contract where it said they could not bill me for the restocking on the phone bill which frustrated her. When I used the word «freak» about the original guy who had sold me the phone, she told me to leave the store because she «didn’t like» my «inappropriate» language. What was actually inappropriate in this situation was the bad customer service. I told her to call the police, because I wasn’t leaving until I called Sprint to complain about the store, and she did. So I called Sprint and asked for «Escalation,» which is what any of you should do if you have a negative experience in this store – they will file a real, tangible complaint for you. If enough people call, maybe they’ll retrain the staff there. Or fire them and hire competent people.
PS Almost every 5 star review here mentions an employee by name. I’d be willing to bet those 5 star reviews are not from customers, but from friends of «Natasha,» «Kayanda,» «Andre,» and the rest of them.

I left T mobile after 9 years. They treated me poorly. I came to store and Kayanda helped me. She did an exceptional job helping me. I could tell she cares about her customers. She took a lot of time setting me up with a new phone since I had no phone from Sunday afternoon to Wednesday with T mobile. She did not push me for a sale. She listened to what I wanted and what happened with me at T mobile last Wednesday. I left happy and I came back to her to exchange my Iphone 16gb with 64gb Iphone today. This wonder woman made me happy since gaining my trust. She welcomed me. She cares about her work and that means a lot to me. I’m glad I came to her for help. She is knowledgeable and really took care of me. She has great leadership. I’m a relationship manager and I see talent in her. She has a lot of skills. Thank you Sprint. She is the face of Sprint. She gave me confidence not all cell phone reps just think of it as a job. I work in customer service and I know it is not easy to please all customers. But the empathy a rep has for a customer is not trained. You either care about the customer or you don’t. Part of customer care is showing sympathy and when it’s out of your control, learning to apologize even if you had nothing to do with the problem. I understand you can’t control all outcomes. But when you’re the face of a company, to show that human side, that is what counts. Show the client you care, and that is what I got from Kayanda. She is amazing. Sprint is very lucky to have her as their employee. I feel so fortunate she was the one to help me, not just get a phone, but she got me up and running Wednesday with a phone I really needed.

The store has the worst customer service. I’ve been here several times to ask about plans, data, and the difference between iphone 6, 6plus, and 6S and I get unenthusiastic details that never seem to answer my questions. How unfortunate considering this is the flagship location and there is plenty of staff around so I’ve never seen a wait for service. Too bad the service, though readily available is subpar.

Horrible, horrible, HORRIBLE customer service. I came in at 4:19pm to pay my phone bill and left at 5:22. There were two representatives (one was actually a manager) the associate was helping a couple with problems they were having with the phone. It took quite a while because there seemed to be problems with his computer and also he seemed to be new (or at least he wasn’t properly trained) because he kept calling the manager for help during the process.
The manager sat at the back of the store, occasionally coming back to help the employee with questions he had. At this point more and more people came in and we all waited for this one employee to finish with the the same transaction. What was the manager doing? Nothing.

I am seriously considering submitting a complaint on Sprint to the Better Business Bureau, simply because of this store. They take no accountability for their CORPORATE stores, and even when you order online, if you need to make a return it has to be through a store. Let me give you a brief timeline of my issue.
Oct 3^rd: Ordered an iPhone 6s through their new lease program, which would require me to trade in my iPhone 5s
Oct 7^th: Received an activated my phone
Oct 8^th — Oct 20^th: The phone is glitchy (not responding to my touch, music freezing) I decided that maybe I need to give up on iPhone and consider other options, because this isn’t the first time
Oct 21^st: so according to the return policy I have 14 days FROM ACTIVATION to return the phone, no questions asked. But although I ordered online I have to return to a store. So on the 14^th day, I go to this store, with all of the packaging, to return my phone. I speak to an associate and he says that I am outside of the window and that according to his system day 1 for my lease was Oct 5^th not Oct 7^th… I said that isn’t possible, if you look at the tracking number, sent by sprint, the phone wasn’t even delivered until the 7^th. He shrugged, gives me a customer service number and told me to call them.
:Note: This is where I make my mistake, I call the next morning (as it was after 8 PM when I left the store.) But since technically the next day would be outside of my allotted return window, I’m now having issues. Please note, if they give you a phone number, call from the store and don’t leave!!!
Oct 22^nd: I call customer service and explain. He tells me the associate is wrong. He can see someone accessed my account, and believes my story and tells me to go back and have them call corporate. I do just that. The first two associates can’t/won’t help me, since they’re not the ones who gave me the wrong info. When I describe who helped me, they go get him from the back. At this point, I’m back on the phone with customer service (in the store) who he speaks with. They reiterate the earlier point to him. Turns out he was looking at the wrong thing (I hear his colleagues say «no you have to look at this date and do this»). I’m not even mad at him. CLEARLY he wasn’t properly trained, probably just shadowed someone who didn’t thoroughly explain the system. He apologizes, issues the return, and waives the restocking fee, since it was his error. Afterwards, we talk about what phone I might consider instead, have a laugh at how I almost drank someone else’s soda at the store… I thought we were good!
November 19^th: So now I’m ready to consider phones again. «My device» on sprint was changed back to the 5s, so everything looks good… except it’s saying I’m ineligible for an upgrade, and that I upgraded on Oct 3^rd. I chat and apparently there’s a note that I went to the store to return, but they never actually processed the return. And because he was «nice enough» to waive the restocking fee, I don’t have any proof!
Online customer service is currently submitting a claim to have the lease removed from my account, but in the meantime, my phone was probably sold on eBay. Regardless I’m leaving sprint and their incompetent store workers. All of the phone/​web cs reps I dealt with were will informed and willing to dig into my account to see who accessed what. At the end of the day, this store is probably great if you will be giving them sales… otherwise they’re clueless and useless!

El peor store, todos los vendedores un desastre incluido el manager, una de las trabajadoras del lugar masticando chicle q retumbaba en todo el store y lo peor el que me atendio con un aspecto desagradable, me dijo andate a tmobile!!!
No volveria

Very rude receptionist. I didn’t know there was a line. There is absolutely no sign or indication. When one of the salespeople said ‘Next’, I walked up. The receptionist very loudly said you’re not next. I walked out, because after over 15 years with Sprint, I did not need to be treated like that. I guess customer service is not your forte. I thought you were improving, but o guess I was wrong. I will also be calling Sprint directly.

Just know, you will wait ALWAYS. If you come in early, if you have a appointment, even if the store is empty. Be prepared to wait 2 hours or more.

I can’t remember assigning only one star in a review before. It seems harsh. But it’s not in this case. You wait an hour for an appointment, and then the company rep doesn’t even know what happens in the «iPhone forever» plan when you decide to end the plan before end of contract. Then he dials a number on the landline and walks away for you to wait and speak to a sprint phone rep. Very rude. And this is the corporate store. FYI it turns out that you simply pay the remainder owed under the contract and give back the phone (I learned this by going to a non-​sprint store). Better to go to Apple Store and get in their plan to actually own an iPhone.

Horrible customer service, from both sales personnel & Store Manager (and this early in the morning!) No wonder this store gets 2-​star rating average. Please solve your issues by phone or from home /​work computer. Perhaps when this location closes for lack of clients it will dawn on personnel that you give courtesy to anyone walking into your store. Sprint, get a new manager for this location!!!

Just had a simple task… Pay my bill. Both kiosks were broken, so, regretfully I had to pay through the front agent. I saw 5 sprint employees hanging at the front, literally twiddling thumbs… I asked where I could pay my bill and one girl told me the girl next to her could help. «Oh, I CAN, can I?» Aisha said back. Then they argued about who had to take care of me. Real nice. Finally, after aisha fumbled with a display phone without makin eye contact for enough time for 2 new customers to be helped by another employee, she mumbled «what’s your name» and then we didn’t speak again. I just entered my number, handed her cash and left. It took an hour for my payment to go through while it usually gets processed immediately. Please fix your computers so I don’t have to deal with Aisha anymore

Had a problem with a brand new Samsung Galaxy. I visited first the store on Broadway/​Houston and then 6^th Ave.
The manager, Natasha, was the first Sprint employee to care about actually fixing the problem. I was able finally to exchange my defective phone for a brand new one. Thank you!

What a sham. All sorts of fees added on to my account, so I cancelled (within the 14 day period) and now they are trying to charge me for the phone, plus continue to bill me. Every time I call Sprint I get a person in another country who I literally cannot understand, and usually after being transferred multiple times I get disconnected and have to start over. I’m being told I owe them for the phone and a huge bill, which they cannot explain and in fact say «you’re right» but then can’t figure out how to get it resolved. BUYER BEWARE. Sprint is too big of a company to have such awful retail salespeople and customer support.

Ugh. Sprint is the worse and I have been a customer for like 15 years. They are totally incompetent and really bad at their jobs. The techs are smug and the customer service leaves so much room to be desired. Ugh. Sprint is the worse

The technician at this place does not convince me, his quick solution was just to wipe my phone without doing any basic trouble shooting.

Great Staff!!! Cool space!!! I love how spacious it is and all the light!
Come before 11am and you have the place to yourself

It’s simple enough — do not come here.
I waited for 90 minutes, which was just enough time to observe how inefficient and mismanaged this store is. Many customers left before they were called out of sheer frustration, which is the only reason it didn’t take me two hours.
I also needed a case for my new phone, out of spite and because they have a terrible accessory selection — I bought it from the AT&T store down the street
Will not return or recommend

Don’t go to this store for any kind of technical support! They are truly lost. Go to the one on 34^th across from Macy’s instead.

Excellent customer service!!! After a store in Florida messing up my phone, I came to this store for reactivation and they were great! Worked with Courtney and he was so patient with all the obstacles we had to over come to reactivate the phone. Yes you have to wait a bit, but then again its a high demand store.
Overall experience here was an A++!!!
Keep up the great customer service!