T-Mobile

I’ve had mixed experiences in this particular location depending on who’s available to help assist me. First, this is an express shop and they’re not able to perform the same duties as a full service shop. My galaxy S5 was giving me problems so I went into the store to see if I could get a replacement phone. The lady that helped me was very nice and placed an order for a new phone to be sent out next day by UPS. Once my phone arrived, I went back into the store to see if they could help me back up my files. After waiting for over 20 mins, I was informed that I would have to go to one of the larger locations because they didn’t have the necessary machine to transfer by files. The male sales rep did try to transfer my photos to drop box but for whatever reason he wasn’t able to.
A few days later, I returned to have my old device returned to factory settings because I didn’t want my information in the wrong hands. When I walked into the store, there was one girl, Joy helping an elderly couple and another female associate that came from behind the back door looked at me then proceeded to walk back into the back door. No one greeted me or asked if I needed help. After 7 mins (I watched the clock) Joy politely asked me if anyone was helping me. I answered «no», she then asked what I needed help with and I told her. She said she would help me as soon as she got finish with the couple she was helping. I could hear the other associates in the back talking and laughing amongst themselves while I waited for someone to help me. Joy eventually helped me (while still helping the customers she had) and apologized about the wait. Once my phone was reset to factory settings, I proceeded to leave the store and two female associates came from the back room and sat at the table and continued talking.
They need to work on professionalism and providing CONSISTENT superior customer service.