T-Mobile

I was trying to switch from ATT to T-​Mobile today.
ATT gave me so much trouble to unlock my phone to switch to T-​Mobile and I was at the store for 2 hours dealing w ATT. Adan has the best hospitality and patience to help me out to go through this frustrating few hours. I will stay w T-​Mobile from now on because of the quality of his customer service.
If you go to this location, I very strongly recommend to see him.

After years of using the store and currently having over $ 4,000 in purchases from it I had an issue the cover for my new Galaxy S7 Edge stopped working I took it to the store because Samsung would only exchange the one on the receipt they had scanned the wrong one so Samsung was going to send me the seven and not the edge which is what I purchased along with my phone and all the accessories I asked him to Simply swap out the cover; yes would it bother their inventory a bit but I figured after all the money I spent there it wasn’t like I was taking something new I was giving them the damaged one for them to switch it they would not do it they simply printed out a new receipt and told me to send it as it is under warranty find a store that works when you need it not simply when they’re taking your money I spoke with her manager Fabrizio was his name again sorry sir new printed receipt is all we could do for you.

This has been the best experience I’ve had with any mobile retailer. We were attended by Chris. My mother in law doesn’t speak very much English and he took his time to explain every step and answer any questions in both English/​Spanish. We traded in my iPhone 5s for $ 150 which covered our start up costs. The associate Chris was extremely knowledgable and sincere. Definitely recommend this location.

Terrible customer service. Waited over 40 mins just to be told to call insurance company, the agent attending us left half way through the process and told us to ask someone else for help if we needed it. Never going back this location, might also just leave T-​mobile all together. Not a great experience.

I have been to this T-​mobile two or three times and it has never been a great experience, bursting with long waits (20 – 35 minutes), large crowds, minimal seating and no restrooms. Today, however, put the final nail in the coffin for me.
On a day trip today, I lost my phone. It was unfortunate and frustrating, so I called T-​mobile to see what could be done. The customer service representative I spoke with was very helpful and transferred me to the insurance division, which gave me a solution to my problem. Hurray!
I was informed to go in to any T-​mobile store and explain to them that the insurance claim has been approved and I would just need to pay the deductible and Jump! to whatever phone I would like to move on to. Sounds simple enough, right?!
Well, upon my arrival at the store, I was greeted with a 15 minute wait (it was closer to 25 – 30, but it happens). I browsed through phones, tablets and accessories while waiting for my turn. About 30 minutes later, my name was called. As this happened, an irate customer (one of a handful in the store) mentioned that they had been waiting longer than most here (I know I saw her when I entered the store) to which the employee said, roughly «Well I don’t have any list, so I can’t help you.» She insisted, but he was quite rude, continually ignoring her legitimate pleas and just asking her to sit down and wait to be called or speak to the manager. Ok, well at this point I found his lack of desire to help her or talk her down strange, but I let it go.
When I explained my reason for being at the store, the employee said «We can’t do that here, I’m sorry you came in, you have to do that over the phone.» I explained the elaborated on the situation and I was told «Well T-​mobile lied to you, we don’t do that here. Do you have a physical phone to turn in?» I once again explained that it was stolen and the insurance division approved my claim and asked me to stop in. I mentioned I spoke to three difference representatives, all of which explained the process on the phone. He once again said they had no idea what they were talking about. So, after 30 min of waiting, 5 min of arguing and explaining that I have no phone and need help, all he could say was «is there anything else I can help you with?». I said no and left, calling a different T-​mobile store to confirm what I knew to be true. I was very frustrated that he wouldn’t even look up my account to confirm what I said!
The next store not only confirmed my information was accurate, but offered me the phone right away. It was a 3 minute drive and had no wait, perfect! I will review them separately though.
I called the original store to explain the situation to the manager and he was very sympathetic. He was so kind and helpful that he earned the store a second star.
I would not recommend this store at all, drive an extra 5 min to get to a less crowded store with more helpful staff members.

This review is not based on the store but the company itself.
After being an AT&T customer for over 24 years my family and I chose to switch to TMOBILE for their unlimited data. Well, we are regretting this decision on a daily basis.
The internet/​LTe is almost always down. Reception is horrible inside our home. Sending texts while in the house to a family member who is in the house almost always fails and have to try several times.
In order to cancel they want the value of the phone minus whatever has been paid. In our case they want $ 1800.00 immediately.
Frustrating situation!!!

Avoid this store! The worst customer service in Miami. The managers (Mark and Luis) are worthless and the representative I worked with (H Von) was trying to scam me since the moment I walked in the store. The customer service call line is much more helpful and competent. If you don’t want to be lied to and stressed out, avoid this store like the plague.
I came into this store for a simple upgrade and to change ownership on my account and I got the ultimate run around! I had to visit the store 6 TIMES before everything was sorted out. 20 days later I am still trying to fix my account because I was charged 13 days earlier than Von had told me. I was misinformed on how billing works. If you want to be okay’d all the way out the door, definitely see Von. He will tell you everything you want to hear until the end. You will find yourself thinking everything is set up the way you had anticipated and you will find that he did not set anything up the way he had told you he would. He is trying to make $$ off of each person that walks in that door. He will tell you exactly what you want to hear and okay you all the way out the door. He will put all blame on you and will not man up to his mistakes. I have since revisited the store to return the lousy phone case he sold me and nobody there knows how to do a return. When the representative asks the manager for help, he has a major attitude. He won’t look at you (customer) in the face and will not speak to you directly. This store needs to do a complete redo on their employees and customer service. AVOID!

It gets one star because I have to but if I could I’d give it NO stars!
Every time I go to this store I get terrible customer service and come out more frustrated than the previous time.
The last time I went they had no sing up sheet no one knew who next and I was bumped twice even after telling the so called manager there.
They have no notion of what is customer service and how to treat their customers.
After 17 years with them I have taken my business to AT&T — they so far have been better.

TTTT-​mobile! Out of all the cell phone companies-​u r the best :) always able to help. This location is convenient, quick, and friendly staff. Even if things don’t work out for the best certain areas, overall ur customer service is ideal.