T-Mobile

The salespeople here are incentivized to close you at the store, even if you’re already a T-​Mobile customer and just want to upgrade your phone.
That means they will give you bad advice — ie if there’s a reason you should use the website or call T-Mobile’s support number, but they benefit by having you spend money at the store.
I walked out after a sales guy had no idea how these JUMP plan worked, then advised me not to use T-Mobile’s site because he’d «Like to earn my business».
Literally saved about $ 300 by walking out and spending 5 minutes on the phone.

Been a long time since I had such good customer service! Friendly, knowledgeable and competent staff. Highly recommend!

I had a great experience at the Stonestown T-​Mobile store! In particular Andrea and Adrian were very helpful. They both answered my questions and really helped me out. Great customer service! Nice and knowledgeable staff. What more could you ask for! Thanks guys for making my transition from Verizon easy and even fun. I was tired of being ripped off by Verizon, I have a small business with a few employees and I am so glad I brought my business to T-​Mobile and the Stonestown store in particular. Thanks Andrea and Adrian! You guys are awesome!

5 stars for Adrian, store manager at this location! He went above and beyond expectations to make sure my family got the best deal we could possibly get. General rule of thumb: if you start a family plan at one location and have multiple phones/​family members who need to do device trade-​ins, have them work with the same employee that initiated the deal with you. I went to two other locations and there was a lot of misinformation/​general lack of willingness/​not the same service that Adrian provided. Thanks Adrian!

Displeased with my experience here. I’ve been to this location on two other occasions, and both were pleasant, so I’ll give them that.
I’ve been experiencing connectivity issues at home and at work, two places I need Internet access the most. Frustrated because I’ve been with T-​Mobile for YEARS and continue to stay with them because 1) our family plan is decently priced 2) I’ve had decent support otherwise 3) it’s easier to stay than go, but I’m really considering making a switch.
Anyway, I pay for LTE, but am stuck in an unresponsive 4G or «no service» status more often than not. I don’t get good service in my room. It’s incredibly frustrating, so I explain my issue, and a sales assistant, whose name tag said «in training» checked my account and saw that everything was okay. He consulted with his manager, who is A PEACH (we’ll get to him), who dismissively said «it’s her phone, you need a new phone.» I then asked if there was anything else that could be done, and the manager said «reset network» and left his trainee to fumble around with my phone, looking for the «reset option.» We did this, and I was told it would take hours for it to kick in, and that I might just need a new phone entirely, and I was on my way. Well, I noticed zero activity about an hour later, went back to T Mobile, and was aggressively told to get a new phone. I had to ask for other options because I really didn’t want to spend $ 500+ on a new device if it wasn’t necessary! No other options or advice were offered to me, but the manager gave me a face and said «T-​MOBILE HAS THE FASTEST LTE NETWORK!!!» Okay, champ, I don’t even get a signal, let alone the fastest one.
I walked over to Apple to see if they had any solutions. Two geniuses sat with me and tried EVERY solution, ran diagnostics, gave me a SIM card… which I had to go back to T Mobile to activate. They weren’t stoked I had got one for free at Apple. We eventually had to replace my phone, but that was after almost three hours of Genius-​ing, switching phones, and a tech working until 9:30 (30 mins AFTER closing; I apologized profusely).
From the comments, It seems like this T Mobile is a third party location. Whatever the case, they weren’t a good representation of the company and didn’t offer me any sort of helpful advice or anything of the sort. I’ll be visiting another location in the future.

Shoutout to Brian V. for his patience with helping me get my grandma setup with an iPhone! She went from an ancient Motorola flip phone. Coming from a customer service background, I was really impressed by how he handled the lengthy process. He was kind and never showed any sign of frustration.

The staff were really nice and weren’t pushy salesmen. I went in to check if my phone was unlocked and usable on their network. It is… but I decided not to activate right then and there.
I wanted to buy a nano sim for a legacy T-​mobile account but the price was $ 15. Although they did offer it for free if I purchased an accessory. I ended up not buying anything and they weren’t jerks about it.

This place is excellent and I would like to thanks Brian for helping me switching from att to T-​Mobile!’!! He is very passionate and helpful. Definitely refer him if u ever come!

All the staffs are very helpful and knowledgeable about the products. Fernando helped us with everything from the beginning until the end, including porting numbers, buying new phones, trade-​ins, and submitting final bill for ETF reimbursement. Highly recommended!

Fernando, Nathalia, and Brian really went above and beyond. My partner and I came in about 30 minutes before the store closed to switch our plans from two separate carriers to a single family plan.
They stayed way after closing to back up one of our phones and gave us a great discount on a UE Boom.
They even gave us water bottles while we waited.
Definitely good service for a phone store.

Long time T-​Mobile customer. Just moved to the area and came in to ask about my business account, adding a line, and data for my iPad and had all my questions answered by the really helpful staff (Brian, etc.).

tl;dr Severe lack of support. I strongly recommend that you do not sign up at this third-​party provider (it is NOT an official T-​Mobile store).
T-​Mobile Customer Care over the phone is phenomenal. It’s very different in this location (Stonestown Galleria).
The experience was wrong from start to finish. Handing my contract to an associate, he looks at me and says: «What is this? This is just a bunch of numbers. I don’t know what these papers are. What’s your problem; what do you want me to do?» The interaction lasted a minute before I asked to speak to someone else.
Starting on a better foot with a new associate, I stepped in another bear trap. I told him that I have gone to 2 other T-​Mobile stores and was told to come to this location. His response: «They probably just don’t want to help you.»
My visit became very strange: I had to speak to the person who signed me up during specific hours of which I am not available. BUT, even if I get in contact with him, he’s not authorized to help me. In fine: nothing can be done and, in his words, they probably just didn’t want to help me.
This visit was so immediately unpleasant, I have no idea why/​how I was treated in such a way. I am horribly disappointed. I am canceling the service and moving to a different carrier.

I went to Tmobile to help my friend in hong kong buy a prepaid plan for their stay in the states and Canada and our biggest concern was that data is accessible in both countries, I want to say a big thank you to Giovanni Colon for his great customer service and being so patient and complying to my awkward request on testing the SIM card on a Iphone6 that he had to borrow another coworker’s phone to do so.
Giovanni Colon and Adam Searcy had extensive knowledge of their products and helped me get the plan that fit my needs the most and was very courteous and polite unlike another Tmobile location (unfortunately is closer to my home) that gave me attitude of being a manager and the most knowledgeable about their products and with attitude said that they do not offer prepaid plan outside of USA for only one month and we need to use a Social Security Number. I was so shocked hearing that because I first went to Stonetown mall to ask all the carriers about their plan and found that only Tmoblie satisfied all my criteria and I became a fan of Tmobile, but because of that manager I was so disappointed. I am glad I went back to the mall and met Giovanni Colon and Adam Searcy they were a big help and made me feel important even though my purchase was a small amount.
Thank you

I don’t like giving negative reviews but the service here is terrible. First the girl that attempted to help me had no energy and it seems like she did not want to be there. I told her the issue with phone and what I attempted to fix it. She did the exact thing I did and found out it does not work. She then told me to just call T– mobile customer technical support so they can help me. How do I do that with a phone that does not work? And why did she just not do it, since it was no one there?

In my entire life I never imagined I would be writing a review for a T-​Mobile store (or any phone retailer for that matter). However, I had such a positive experience recently with Andrea Garcia that I asked the manager (I think?) how to best commend her service/​my experience there and he told me to write a Unilocal review. The 5 stars are all because of my positive experience with Andrea.
I honestly never had a truly positive experience at a T-​Mobile store before — its a store full of sales people who make money based on commission, right? They may or may not (often the case) know what they’re talking about and what is actually a smart purchase. I have had so many screw-​ups at my local T-​Mobile store (deleted all the photos off my phone, gave me a SIM card that deleted its own content, triple copied my address book, etc) that I’ve always been wary.
Nonetheless, I came to the Stonestown location because I desperately needed to upgrade my phone after 5.5 years (waow, so long… I know). After being told some mildly incorrect information from another associate, I was kind of annoyed when I came up to Andrea and explained my situation at hand: I was not an authorized user — the owner of the account is currently out of the country and only the account owner can authorize me according to the phone rep — but I needed the service to transfer to the new SIM card as I was switching from a S3 Galaxy to an iPhone.
Andrea patiently listened to my problem and solved it quickly and effectively. I walked out of the store an hour later with an activated iPhone that had all of my information transferred (basically everything on my phone except for the apps). She was very knowledgeable about the promotions going on but didn’t push it on me after I turned it down. She didn’t make me jump through any hoops to start using my phone immediately. She did exactly what I asked her to in a short period of time — no bullshit. Hands down the most effective T-​Mobile employee I have ever interacted with. So thank you because this is how every experience should be.

You will receive excellent customer service when you are switching over to T-​Mobile. I received outstanding service from store manager Adam Searcy when I went into the store in August 2015. Actually, the customer service was the best I had experienced and I was very impressed. However, the positive experience didn’t last long. I had a problem with service on one of the four phones I brought over. When I called Adam the next day, he didn’t return my call. Nowadays, we just can’t be without a phone for long, so my husband had to bring my phone back to the store to get the problem resolved by someone else. I thought it odd that Adam didn’t call me back, but since the problem was resolved I didn’t think about it again. I gave him the benefit of the doubt for that instance.
My one star reviews are reserved for those companies that truly warrant a poor rating.
My recent follow-​up with Adam on a continuing account problem wins him this one star review. After one visit to the store, two phone calls with messages left for him, and one email, I still did not get a contact from Adam. This is very poor customer service on the part of T-​Mobile, especially from a store manager. Even if he could not help with the problem (which he should have been able to resolve), he should have contacted me to let me know or referred me to someone further up the chain who could.
I contacted T-Mobile’s customer service number and voiced my frustration to representative Dominque. Now, this woman knows about customer service. She could see the record of my repeated contacts for help with my account problem, and promptly credited my account with the missing credit. Kudos to her!
Don’t expect much from the Stonestown store when you have problems or follow-​up issues with your phones or account. They want your business, but after that, you are on your own. Normally, managers can resolve customer service issues. It is sad when the problem is the store manager.
Future T-​Mobile customers to the Stonestown store: beware.

Poor service. I had two trade-​ins and was told we that it takes 3 months for the credit to show on our bill. Here it is 8 months later and a call every month to be told it would show next month. The manager has been no help. I was told to come into the store and when I did I was then told I had to make an appointment. Now when I call the store, either they don’t pick up the phone or hang up. Still no resolution.
They are not worth the trouble and time.

This whole store is a COMPLETE SCAM! If negative stars were possible, I would give it negative stars.
This Stonestown location is a third-​party T-​mobile store, it has nothing to do with T-​mobile corporate.
A week and a half ago I got my iPhone 5s wet when I went river rafting. The very next day, Monday August 3, I went to this location to get a new phone.
I haven’t done a phone upgrade in a really long time, so I asked if I was eligible. My representative, Savannah, checked my account and told me that I was eligible. She told me that if I upgrade to the iPhone 6 16Gb, I would only have to pay the tax, and if I wanted the 64Gb then I would have to pay $ 100 more. I oped for the 64Gb. Then she told me they were doing a promotion where I could get three accessories for free, or if I wanted a battery phone case then I could pick one more product, like a screen protector or some headphones.
It sounded a little «too good to be true» so I was kind of wary of the whole thing. After all the paperwork, the total came out to $ 179 for an iPhone 6 64gb, LG headphones, and a Mophie charging case. I looked over the paperwork while we were standing in front of her and I asked her why it said «down payment» and «installment purchase.» And her reply was, «Don’t worry about it, that’s just how the paperwork looks.» So I made sure to clarify with her that my monthly was gonna stay the same and not increase, she said, «Yeah, nothing changes on your monthly.»
The whole transaction didn’t take more than 20 minutes, she didn’t talk much, just short answers to my questions. After I left, I read all the small print on the receipt because I was so skeptical, I kept in mind that I would have 14 days from day of purchase to return.
I researched «upgrades» on the T-​mobile website and the JUMP program showed up, it’s where you can «upgrade» to a new phone for $ 0 down payment but your monthly bill goes up because you’re basically financing the new phone for two years. I was confused because the sales representative, Savannah, had made it sound like everything was free and I was only to pay tax. The next morning I called the 800 customer service number and asked what plan my account was on because I got a text from T-​mobile 456 saying, «Thank you for joining JUMP…» The rep on the phone explained what kind of plan the sales rep had put me on. So I basically paid the taxes for the phone, phone case and headphones upfront. My monthly would have gone up because I would be financing all three products on my bill.
I was extremely upset because the sales rep had lied to me. I specifically asked if my monthly was going up and she said no. She didn’t explain what the upgrade was or that the three promotional accessories were to be financed on my bill. I felt misled and taken advantage of. And she wasted my time. I had full intentions of going into that store and buying the phone outright for the entire amount, but I asked about upgrading and she didn’t do any explaining. If she would have explained to me what the upgrade promotion was, I would have just said no and paid the $ 800 for that phone, so she could have gotten that commission.
When I read the fine print on the receipt there was a mention of a restocking fee. When I called the 800 customer service number I asked whether that fee could be waived because it’s not the customer’s fault that their reps are misleading. The phone rep told me that it was up to the store manager’s discretion, but they could do it.
On Saturday Aug 15, I went to this location to return my phone. I asked for the manager. After helping another customer, the manager, Adam, approached us. He was understanding and apologized for his employee and said that it was not okay for her to mislead us. He said there would be a $ 50 restocking fee for the phone, and since I didn’t even open the accessories, there was no fee for those. I told him what the 800 number operator told me, that he had the ability to waive that fee, but he told me, «yeah, they don’t know how it works at the stores, I can’t do that for you.» At that point I was so fed up I just paid it, I looked at it as a rental fee for that phone for a week. I told him I would rather pay that fee than to give that sales rep my commission or this store my sales. I don’t believe in their business practice, so I was adamant about not supporting it.
I ended up going to an actual T-​mobile CORPORATE store nearby to purchase my phone. It just so happened that a manager was helping me out. I told him my whole ordeal and that was when he told me that the Stonestown location wasn’t corporate and that they end up fixing a lot of their problems from disgruntled customers coming from them. And the worse part, he told me that the manager TOTALLY HAD CONTROL OF WHETHER TO WAIVE THE RESTOCKING FEE OR NOT. Complete WTF! Stonestown 2: Me 0.
All in all, they are shady business. Taking advantage of customers just for their sales numbers.

I came inn last Sunday to add a family plan of 4. The girl who helped us didn’t seem confident with her answers to our questions. At one point she stopped doing eye contact. I get it, 3 big Arab guys and one woman might be intimidating but how about some customer service. The entire time I continue sly asked if we could get new phones and she kept declining without a valid answer or actual reason. The entire service took 20 mins. At the end she gave us new sims cards and told us we were DONE… WRONG! She completely locked my phone. Not only that but walked out to the break room and left us hanging. I had to run to work so we left but I was phoneless and I had a huge job interview the next day over the phone.
The next day we came back and as soon as she saw us, she went to the break room and avoided us. We got help from another employee named Andres who did his best to fix the problem. Unfortunanlty her mistake wasn’t reversible since she FUCKED UP! We were stuck for her mistake and she never even tried to get our SSN to even try to get us a new phone. I understood she noticed we were international but maybe if she would off asked she would off found out I actually qualified. Long story short, TMOBILE 611 said we were screwed since she messed up and it wasn’t reversible. I am livid. We ended up going to the TMOBILE at West Lake were they found a solution. After 2 hours we finally fixed it. I understand some people need training but the girl at Staonestown was terrible. Not only did she fucked up on our accounts but she didn’t even try to find a solution.

My family and I were looking to switch carrier and Adrian was extremely helpful in explaining the no contract plans and the different costs, options, etc. He was extremely patient with all the questions we had. Unlike other carriers… ahem…AT&T store upstairs. One of my family members was having a hard time with her new sim card she got in an LA T-​Mobile store. Even though he wasn’t the one who gave her the sim card, he stayed over the closing time on the phone trying to figure out what the problem was.
When I got my new iPhone 6 and went into the store to get a new sim card, Adrian helped me out again and before I left, he told me about a promotion that T-​Mobile was having that let us upgrade our data plans to 2.5GB of high speed for no extra cost and all I needed to do was call in. I wouldn’t even have known about the existence of the promotion unless he told me. I called into T-​Mobile and it was very easy to get the promotion and the service over the phone was great too.
I went in again to get new sim cards for my parents new iPhones and again Adrian was very pleasant. He was very apologetic that we had to wait so long just to get new sim cards, but he was the only one in store to do it.
No regrets switching over to T-​Mobile, Great customer service.