T-Mobile

This is a great store except for one employee; Fatima. She has some serious issues. If you’re a guy, don’t go to her. She’ll automatically assume you want to get into her pants by you just saying «hi.» The rest of the employees are nice and will help you out without making such assumptions.

Great service here! I came in on the 6s launch day and there was a huge amount of people but the staff managed the people perfectly! I was in and out with my new 6s in no time! Rafael was the gentleman who helped me and he was knowledgeable, fast, polite and made my experience perfect despite some technical set backs related to the huge amount of traffic. Great experience all thanks to Rafael! Give the man a raise!

Is there a zero stars option?
Went to purchase iPhones and decided to opt out of the JUMP service plan. Team member helping us went through a lengthy description of why this was a bad idea. We already knew this information from previous visits and decided again that we did not want it. As we were waiting for the order to process, team member called over manager/​team leader. — — –This is when things started getting bad. With a condescending tone of voice she loudly asked us why we didn’t want JUMP, asked us why we are even doing a payment plan if we don’t want JUMP and might as well pay up the full price of the phone right there (did not quite follow her reasoning…) This conversation went on for way too long– in a nutshell she conveyed to us that we were making the dumbest mistake of our lives. In the end, she gave up and told the other team member to write a note in the system that we declined it against their advice.
Not quite sure why I even sat through that. maybe I was in shock due to the sheer rudeness. or was it the loudness of her voice ringing through the store and into my ears? Anyways, I get that they think everyone should get the JUMP plan and why they think it’s so great… But no means no. Attempting to bully customers into getting it is not appreciated and probably not the best tactic.

Mom ordered the wrong SIM card online so I decided to hit up T-​Mobile to get it exchanged.
Walked in and was greeted by a young female. Told her my situation and was given the option to repurchase the correct SIM card. That was it, no exchange (the SIM card my mom ordered wasn’t activated or anything!). She gave me a straight up answer and told me «I would have to charge you $ 10 and you can go on your way with the correct SIM card.» Extremely rude and gave me this attitude that I shouldn’t even be in the store.
Correct me if I’m wrong but aren’t you suppose to bring in customers? I thought T-​Mobile wanted more customers from Verizon and AT&T?
After a heated 3 – 5 minutes of reasoning with her, I gave up and left. Called customer service and told them what happened and the lady on the phone was shocked. She told me since the SIM wasn’t activated, they can exchange with a different size SIM card and not charge the $ 10 fee. She told me to try a different T-​Mobile store. Got off the phone and drove to the Washington Square T-​Mobile location (next to Microsoft kiosk).
Walking in, I was greeted by a very friendly guy. Told him what happened at the Cedar Hills T-​Mobile store and asked what he could do for me. Did I mention he was friendly? He went to the back and grabbed a couple SIM cards and told me he is very sorry for what I had to experience at Cedar Hills and I should come to this location instead. He even let me keep the old SIM and if I switch phones, I can easily activate/​swap for the other SIM. In the end, he gave me two new correct size SIM cards and let me keep the old SIM. How awesome is that?
To the «manager» or whatever your title is that was rude at the Cedar Hills T-​Mobile store, I hope you read this and learn from your mistake.

I realized I had left my phone charger at one of the apartment properties where I work. This property is located to hell and gone and is closed for the night and for Easter Sunday. I can’t be without my phone; I think sometimes I’d weld it to my fingers if I could. I joke about my phone holding my whole life, but when I misplaced my charger, I realized how much of my life is on that phone and that I’ve developed dependency on it, if not addiction.
Fortunately I called this TMobile store where I bought my phone and checked on availability of a new charger. Deep sign of relief when the store associate told it was available and at a very reasonable price. I started breathing easier immediately. After work tonight, I dropped by the store and was greeted immediately by Malya. She found what I needed immediately and was very friendly and chatted and laughed with me through the whole transaction.
When I pick up my old charger on Monday where i left it, I’ll keep it in my tote bag to use for «mobile recharge» while I’m on the go and keep the new one at home so I’ll never be without a charger whever I go. Thanks TMobile and Malya for helping to bring everything back to normal and taking a lot of stress out of my day.

The staff was very helpful and pleasant.

My elderly (84) father requested that I accompany him to T Mobile to get his phone fixed. He gets cranky with salespeople, it usually isn’t a lot of joy and fun, so I wasn’t super excited about helping, but he’s my dad so I sucked it up. I got a latte on the way, that helped.
I was waiting for him outside the store when an employee of the store came out and said, «Are you Janet? your dad is inside!» well, that’s nice, I thought. But who knows what dad did to make that happen.
I went in. Dad was seated at the only place to sit (what is it with phone stores not having places to sit?) at a desk in the back. By himself. The woman who called me in went to the register and started helping customers. Dad told me she’d be right back, well it didn’t look like it. We waited for a while, then I went over and said quietly, «My dad is still waiting for you» and she uh huhed me. So I went back and sat in her chair. Ok, they were busy, 3 employees and maybe five clusters of customers. Some of them came in after Dad, though.
Finally a young man named Steven came to help us. he brought me another chair, too. He was fairly patient with my dad’s long winded explanation of what didn’t work (why did his phone show minutes available when he has an unlimited plan, well Stephen took that info right off the screen) and how does the alarm work (Stephen set it so it would go off, actually there was no explanation of how to do this in the booklets that came with the phone, I asked if they had a simpler phone? no. If they had a cheat sheet for this one? no).
Steven allegedly fixed up the alarm, we will see how that goes, and my dad was mollified. While we were sitting there with Steven my dad asked if they could turn down the music that was blasting from an ipod right next to him (it really was loud, any regular person would have had a hard time) and Steven turned it off, but then the woman (manager?) snapped «Turn that back on Steven we have to have music in the store!» so Steven turned it back on, but lower. I said to her, my dad was having a hard time with that, and she had a face that said she clearly didn’t care, rules are rules. What if my dad had a hearing aid or something that caused problems with the music blasting? really, it couldn’t be off for ten miinutes? hmm. I didn’t like that.
Dad didn’t know how to access his voice mail, and he didn’t like «voice mail» being listed in his contacts, so Stephen showed him how to access it, and eliminated Voice mail from the contact list. All without eye rolling or complaining, which I appreciate. He wasn’t effusively friendly or helpful, but he was moderately kind and patient. that was fine.
So, my dad (who had strewn his papers all over their desk, which I picked up and put in his T Mobile bag) was shuffled back out. He has a two year contract, unlimited minutes, no text or internet, and a phone he really doesn’t know how to use, which is their simplest one… I’m hoping from here it goes ok.
This was a somewhat stressful outing. My dad was tired and still explaining (in a long winded repetitive manner) to the people at the counter on the way out as I hustled him out the door. I wish they had a simpler phone with instructions for kids and older people. And maybe a better attitude about accommodating people’s needs. But we used to have T Mobile and I remember when it started to turn. Not my favorite. But is any other cellular phone company really better?

The employees here barely look up when a customer enters the store. They are a group of young guys who appear to be more interested in horsing around with one another than with operating a store. No lie, when I went up to the counter to ask a question on my most recent visit, i had to hold off on my speaking because the guy at the register was saying to the other employee «man I’m gonna stick my foot up your ass». I have been here several times and usually leave without getting what I wanted, but rather, preferring to go home and order online or over the phone. Unless you want to shop for a phone in the middle of a frat boy experience, save the trip and don’t waste your time coming here.