Sprint Store

Trust me don’t do business with this store. They lie and say they will credit your account for certain purchases and then don’t.

Absolutely terrible service from top to bottom. The staff there clearly has not been trained in how to correctly process phone upgrades as part of it’s iPhone For Life deal. You’d think this would be a top priority since this a major hook to attract customers.
When I visited the store in October to inquire about upgrading to the iPhone 6S, I went part of the way through the upgrade process, before deciding to stop and wait a couple of weeks for complete the upgrade. I asked the agent to cancel the upgrade and left the store. I later found that my bill showed a charge of over $ 300 instead of the normal monthly bill. After speaking with a Customer Care agent, I discovered that store associate who assisted me had actually cancelled my lease and charged the balance of it to my account. The phone agent corrected the error immediately.
A couple of weeks later the I actually did complete an upgrade at the same store but with a different associate. Sadly, working with a different staff member made ZERO difference. She made the exact same error. Unfortunately, I did not catch the error for a couple of weeks. By then my whole bill was screwed up for two cycles. I called Customer Care again and was told that the error was corrected and what I should actually pay ($ 157 including the one time upgrade fee). She said that the corrected balance would show up on my next bill… It didn’t.
Instead, the balance remains screwed up and still lists a $ 200 plus lease cancellation fee. I went the the store in person on 11÷25÷15 to speak to the manager about the problem and request that it be corrected. The manager insisted that he would investigate the case and get back to me no later than the following Saturday. He didn’t contact me.
I then called Customer Care for again. The agent told me that I was actually carrying two leases instead of one along with the erroneous lease cancellation fee. She promised to have these errors corrected by the store and said a different store manager would be contacting me within an hour. 24 hours later, I never received a call.
So I called Customer Care for a 4TH TIME. The agent reviewed the case and said it would be investigated and corrected by the Customer Care team. He also said he would look into recommending retraining for the store staff.
I’m not holding my breath for either to happen any time soon.
16 years as a Sprint customer. Worst experience I’ve had with them by a LONG way.
BEWARE THIS STORE!!!

I have been with Sprint since 1997 and while I haven’t always been thrilled with coverage or how I’ve been treated by a few select individuals, I can say overall Sprint has always taken good care of me! Today I went in to my local Sprint store and was helped by Vianca G… She was absolutely delightful!
Other sprint employees, take note! Vianca was WARM, helpful, and most importantly treated me like a fellow human and not a number/​dollar sign. It was one of the best experiences I’ve had with Sprint. As I observed the employees the last two times, I got the impression that many of them had not taken a page from Vianca’s handbook on how to be good at their job and generally succeed at life!
I get that the customer service industry can try your patience and many customers are rude and/​or entitled and you end up going through the motions, barely able to keep a lid on all the attitude you wish you could give back. I don’t blame you, but with all the competition for customers these days and buying out contracts etc, employees like Vianca are what keeps me with Sprint despite all the options out there. When it starts feeling like a car dealership and no one can be trusted, you’re doing something wrong. It’s much more valuable longterm for a business when customers don’t feel like we’re getting swindled over an arbitrary fee every time we turn around, and feel instead that ongoing loyalty is worth more.
As a customer: if you want a great experience, start by making an appointment through Sprint’s website so you don’t have to wait.

I dropped my phone in a lake and while the phone was still working (it would ring when called, beep for texts and blue light indicator was on) but the screen was black. I took it the the Seven Corners Center store thinking they had a tech on site and was instead told by the sales rep that the phone was shot and then given the options as far as buying a new one. He never looked at the phone, never said they had no tech on site, never suggested I take it somewhere else, etc. I knew about the Pentagon Row site so I scheduled an appointment online which was very easy. When I arrived I checked in and a tech immediately came out to help me. Luis, the technical consultant, took my phone and said it would be about 30 minutes. After about 20 minutes he came out and handed me my phone in perfect working order. Said he checked the motherboard, cleaned it out, replaced the screen and it was working fine. I was SO incredibly grateful and while I know he was just doing his job, truly appreciative for Luis’ support. I’d happily take my phone back to him without hesitation if I ever end up with another problem (hopefully not though — knock on wood).

Really nice staff. Great service and the store manager is very professional. I recommend Rico to all my friends. If sprint has been dropping the ball on you, go to this store. They will fox it. Be sure to give your self time as this location gets very busy.

So I went in there with my cousin to upgrade her phone. There was a wait for 45 mins due to only two employees working on the floor. So my cousin n I figured we should go get Starbucks n then come back. When we came back we waited 5 mins tops. «Amina» (I don’t know if that’s how you spell it) but she attended us. She was sooo sweet. She was very informative. I bought a new case for my phone n my cousin got her update n a new case. She helped me decrease my monthly bill (I have 5 iphones on my contract so it’s a high bill) so I was very appreciative. I know there was a couple impatient ppl there and I didn’t think it was right for them to give her attitude when clearly there was only two employees there. I definitely recommend coming to this sprint store n talking to «Amina» she gets into details if you have many questions.

I was a little anxious going to this store after seeing all the negative reviews, but I’m happy to say I had a wonderful experience!
I was going in to upgrade my phone and renew for another 2-​year plan. Before going in, I booked an appointment on Sprint’s website in case I’d have a long wait. Luckily for me, it was a Monday evening and there were probably only two other customers in the store. I was helped as soon as I walked through the door, and the appointment was clearly unnecessary. I had stopped by the weekend before, and the place was packed — I highly recommend going on a weekday.
I worked with Michelle, who was pleasant and helpful. She offered her own insight (she liked the white/​gold iphone, the upgrade comes with a free tablet) but wasn’t pushy at all. She suggested I get a glass shield for the front of my iphone and offered phone cases, but wasn’t hostile when I turned down the case. She activated my phone quickly and outfitted my new phone with the glass shield. She knew her stuff, and if she didn’t, she found an answer quickly.
Good experience and I’d definitely recommend working with Michelle if you get the chance!

I visited this Sprint location since it’s the closest one to me, and I still left and drove to another location 20 minutes away for better service. The techs here are incompetent and their resolution to all issues is to wipe everything from your phone. The salespeople are also unprofessional and they act as if they don’t care to assist you and provide information.

The place is a recipe for bad customer service. I went to the store to see different phone options. There was only one worker and he was busy talking on his own personal cell phone and ignoring me and the other customers. While he was on the phone he was yelling and cussing the n word to whoever was on the phone with him. When he was finally done talking on his cell phone he helped another women at the store. I assumed he helped the other women before me (even though I was first) because he wanted to flirt with her and get cozy with his new customer. I left the store because did not help me and I was appalled on how he was treating me and how slimy of a sales person he was.

I should’ve checked the reviews here before I first started going to this place years ago. It’s like I’m a glutton for punishment. Despite having numerous negative experiences in the past, I drove here from where I live (near Nats Park) simply because it has always felt fast to get there, and there is ample parking. All that changed yesterday.
Yesterday, the last straw finally snapped for me. I’ve had it with this store, and am vowing to never go back. Why? Customer Service is TERRIBLE.
First off, get ready to wait (I waited nearly 30 minutes to be attended to, even though I was the first walk-in)…one employee even served another gentleman who walked in after me (the employee didn’t bother to go in to the check-​in kiosk and see who was listed as «in-​line»). Secondly, get ready to be talked to rudely and unprofessionally (Sales Manager Rickey Dorm interrupted me while I was talking, and said «Listen to me… these are your only options…»). Thirdly, and in my opinion — the worst of all, be ready to be given incorrect information (this is the second time in 3 months I’ve had the aforementioned employee serve me, and this is the second time he has been dead wrong about what Sprint can do for me) — in fact, I’m pretty sure he was just trying to get me out-​the-​door and didn’t follow proper protocol for getting me set up for Total Equipment Protection for the new [replacement] phone I just got thru them so, now I have to call Sprint. Both times I interacted with that employee (and with 2 other employees at this location in the past), I was told wrong information and had to express how upset I was before they would explore other options to get the job done. In my case yesterday, I literally had to tell the employee I was going to report him and the store to their corporate HQ before he finished the simple job of activating my phone for me. And, guess what happened in the end? It got done.
Skip the trip, and find another Sprint store to drive to. Horrible experiences for me at this one mean that I will never return here willingly.

The worst customer service ever. I have a family plan (me and my wife). I pay 220 $/​month for that (insurance include). Once, my wife’s phone got damaged. I went there trying to get her phone fixed or changed cause I pay insurance 20 $ monthly which are 240 $ a year. None of them was helpful or willing to help. When they see me walking in to the place, they smile to me thinking that I’m gonna buy a phone. Whenever they find out I’m not buying, their faces turn. And become like no you can’t solve that in here. I’m like «this is a store which supposed to help anyways… I only got help from a supervisor that I called by phone and I complained about the store and everybody got a blame because their ignorance about how to solve customer’s problem or manage easy stuff like that.

Irresponsible, the lazy and obviously they find talking — exlpaining is way tiring … Very slow, when you get into store, noone there cares about you.

It amazes me that I expect better and always get the same from Sprint… mediocre, fast talking, zero resolution, and walking out the door with the same broke phone. I give up

Even though I left with empty pockets and not quite the phone I really wanted I do have to say I loved the customer service and Mohammed (guy who helped us) was awesome :) my 2 year old loved him but overall he got us good deals and good phones, didn’t think I like the HTC one but it’s ok so far…

I used to come in here all the time. I have been a sprint customer for over 10 years. I came in to upgrade my cell phone after I was told it was so old it wasn’t working on the new network changes. I came in and there were a lot of staff members but no customers. It was the afternoon on a weekday which is great.
The staff member was helpful but didn’t really explain any of the new features of the phones. I was pretty much there to ask a ton of questions and get the same answer. «Each phone caters to certain people». Maybe it was the end of the day and he was ready to go home but it would have helped to hear a little more about the phones. After settling with an upgraded version of my older phone he set me up with everything I needed. He was great, but I think Sprint should hire some folks who into techy things. If you walk in wanting help in that department do you own research before coming in.
Overall my experience was really nice, and I walked out with a free tablet with my purchase. It was the Samsung tab 3 which is older since the 4 is out but it was a nice gesture and I love using it.

As far as Sprint stores go, this is one of the better ones in terms of customer service. I had issues with my HTC Evo Design 4G (world phone) and needed help since its battery (both main and backup) was unable to charge. Unlike the other recent store I visited, they were quick to investigate and find out the problem instead of ask for payment upfront before they took a look. The staff was also sociable. This is a great store to walk to if you live in the area or take pub transit to Pentagon City. Parking here is metered so that’s one thing to consider. If you’re here for service there’s stores and shops nearby to keep you occupied so you don’t have to wait.

Instead of a review, I want to share the letter I just wrote to the manager at this location.
Dear Mr. Roscigno,
I wanted to take this time to highlight Ms. Jennifer Guy, your Technical Consultant at the Sprint Store –Pentagon City. I have been a Sprint customer since 2004, over the years I have visited stores at Pentagon City and Silver Spring. This is the first time that I feel compelled to write a note as I was extremely pleased with the interactions I had with Ms. Guy on 12÷20÷12. My phone had many issues, the screen was dark, the power button was not functioning, many falls and wear and tear over the summer. I thought there was no hope for my phone. I have gotten used to the Evo 4G Shift, I like the convenience of having a keyboard, the voice activated GPS, things I cannot find on the IPhone. In fact, I was told at the Silver Spring store that the Evo 4G Shift was discontinued and once they ran out at the warehouse, I will not be able to keep the same model. With that thought, I came into the store, discouraged and not ready to switch phone models. My phone was given to Ms. Guy for repair. I left the store for about an hour and returned 20 minutes before closing time, thinking my phone was beyond repair. As I walked into the store, one of the reps asked me to speak directly to Ms. Guy. As I approached the repair window, Ms. Guy was courteous, respectful, and knowledgeable despite how late it was. She had switched the screen and many other things on my phone, also explained how my phone had come back to life. She is an asset to your store, a very skillful technician and has a great attitude and demeanor while interacting with customers. Not only she repaired my phone, but also asked if I owned a case, and a screen protector to prevent more damage. I cannot explain how happy I was to walk away from the Sprint store with my same Evo 4G Shift. Please commend Ms. Guy, she is instrumental, exceptional, and a proficient technician, an asset to the Sprint team.
Always grateful, Happy Holidays to you and your team!

Most negative review to date —
I spent almost 9 hours on three separate trips trying to get my HTC EVO phone fixed after a software update caused my SD card to malfunction on three separate trips to this store and the first two times the staff just damaged my phone even further and appeared put out by my attempts to get them to explain what was even wrong. (holly run-​on sentence i am annoyed!)
They finally gave up and ordered me a refurbished phone while failing to explain that my faulty SD card and damaged battery (damaged caused in the store) would be transferred over into this other phone. Egads!
The only bright side here was my finally support member, Chris N, actually took the time to explain all the issues going on to me over my last 3 hour visit and seemed genuinely concerned about helping ensure I had a properly working phone. Kudos to Chris for being patient and knowledgeable.

Sprint @ Pentagon City: After 3 years, I’m so glad I found a better store than yours (Bailey’s Crossroads).
You would think phone sales would go as this:
1.) hello sir/​miss 2.) what are coming into the store for? 3.) okay, let me know if you have any questions.
This method has worked for years and it surprises me when salesmen/​women decide to be cocky, uncaring, pushy, and/​or lazy. This review is a write-​up covering my 3 year experience at this store and I’m glad to be done with it.
One star: Employees are too casual here. Do your job as an employee of the company and maybe people will respect you’re store. When you know there’s a better location that’s worth going to, you just go. Period. And parking sucks.

They read the Unilocal reviews, thank GOD! My previous experiences in this store were just a little sketchy. But, thanks to the competent staff, things have improved 100%. No one looked angry and ready to rip anyone’s head off.
This time, my GPS wasn’t working. So I took the phone in. The person who helped me (the black assistant manager) was really nice and very helpful. While my phone did whatever it had to do, we laughed and talked. He really was all about customer service and it showed.
So since the store upgraded their service, its time I upgraded my review.
*Note to one person in particular in the store: A bad review on Unilocal is reflective of my multiple experiences with the store, not just ones where I have dealt with you. So, looking up my account, figuring out who I am and then refusing to speak to me when I come in – CHIDLISH.