T-Mobile Authorized Retailer

D Hicklen _{on Google}

Mar 29th, 2024

Went to this store on 3/22/2024 looking to switch over my service and get a new iPhone. When the rep (I believe his name was Noah) and I were setting up my phone, he mentioned a promotion to me saying that I could get a Gen 2 Apple watch for free after adding the monthly service of $20. I stated multiple times I really was only interested in the phone but in the end decided to do it thinking itd be a nice edition.
I told my roommate about the promotion and she inquired today and was offered the same promotion at the same store. Later we both check our bills to see that the watches are in fact not free. We go back to the Northlake location and they tell us the promotion expired the day I got my watch. He tells us its not on them anymore and doesnt offer us anything. I asked him why he told my roommate she could get the same promotion today if it expired a week ago to which he told me that his promotion sheet wasnt updated.
This store is NOT corporate and its intentionally lying to customers about promotions to get them to purchase from them. I went to the Sam Furr location to try go escalate the situation to which I learn they cant do anything since the Northlake location is a third party. The workers at the Sam Furr location were very helpful and told us that they get customers complaining from Northlake all the time. My experience as a new customer has been so bad that I escalated the situation with customer care because the practices at this store are incredibly deceptive. I am also contemplating dropping T mobile in general due to this horrible experience. If you are genuinely looking for new service/devices DO NOT go to this location. Its the worst!

Kat Grace _{on Google}

Mar 28th, 2024

They completely misled us about a promotion that was going on. Both my roommate and I on different days went in and they offered us a deal on a free Apple Watch with the purchase of a new line. The charges showed up on our bill, and when we went in to resolve the situation we were told that our promotions sheet is out of date. Thats actually not on us anymore They are not corporate owned, theyre a franchise, and apparently dont have to follow the same rules? Went to the Sam Furr location and were told they receive constant complaints about this location.

Sonia P-T _{on Google}

Feb 8th, 2024

So we have been having an issue with our account for almost a week. Customer service has been no help. We walked into the store here by North Lake Mall and Maegan who works here helped us in less than 15 mins. She is amazing! She stopped us from leaving T-mobile and was so personable the entire time. She made us feel valued and appreciated as customers even when multiple customer service reps from T-mobile customer service made us feel bad and unvalued. Im grateful.

Gustavo Perez _{on Google}

Feb 5th, 2024

They didn't acknowledge me when I came in and then refused to work on my phones claiming they don't do data transfers after 6pm even though they close at 8. When I asked a few questions, they didn't give clear answers. Went to the Sam Furr location and everything was done immediately.