T-Mobile

We went in to upgrade 3 phones. Chris T. helped us and he was extremely patient, knowledgeable, and professional. Phone service and upgrades always seem complicated and frustrating, but our experience today was the opposite of this. We are very thankful and appreciative for his help. While waiting on us, a woman with a very difficult situation came into the store and he was very kind and helpful to her as well. Thanks, Chris! Kindly, Dr. Dawn Smith
Dec 28th, 2023

Don't go here if you're expecting good customer service. Felt like we were a burden to her. Go to Latrobe. Great service there.
Nov 25th, 2023

Other than the headache of transferring a line (due to miscommunication) the staff at this store were very polite and helpful with taking care of my complaints.
Oct 20th, 2023

I have been a T-Mobile customer for 10+ years. I have been on Jump on Demand for as long as I have been a T-Mobile customer. Every year or two without fail I upgrade my phone and the instructions are clear that I must return the old device in store within 14 days of getting the new device. Today was the day that I needed to do the return. I drove >40 minutes (No T-Mobile closer really) just to be turned away and told that I couldn't return the device in store. I get home and chat with T-Mobile support and they insist it MUST be returned in store. Further the individual "helping" me called his manager who said it couldn't be returned and even told the T-Mobile phone rep I got on the phone that they couldn't accept it. I have been to other stores that were unsure how to handle Jump on Demand returns but they called their internal support rep without my prompting and got it figured out. This is the most disappointed I have ever been with T-Mobile and its solely because this store does not know what they are doing and appear to not care to listen when a customer that has been using Jump on Demand for likely more years then the associate that is helping them has been working at T-Mobile tells them that it is meant to be returned in store. So much time and money on gas wasted. Awful experience. I will drive further out of my way to avoid this store in particular in the future.
Sep 29th, 2023

Was there tonight to transfer a line and was told they could not do this in the local store and to call 611. Instead I then said I wanted to cancel the line if they couldn't transfer it, was told they couldn't do that either and to call 611. After being on hold for 30+ minutes with 611, I was told that yes, the store could have canceled the account. I do not appreciate being lied to, now by three different stores in the past three years of owning this account - starting with the Killeen, Texas store that told me there was NO senior discount available when I asked about options for a phone for my father. I decided to just create this account for my dad under my name so I could manage it, which put me at $85 a month instead of paying half that for a senior plan that was absolutely available had we put it in his name instead. I'd give zero stars at this point for all the headache and frustration T-mobile has given me regarding this account over the years but Google doesn't allow that. ------------------------------------ 10/9 Editing to add not only is this store terrible from the story above, but these people also forgot to not only activate our tablet (support tried helping us via 611 but told us we had to go into a store)- but the reason why it wasn't activated was because they didn't charge us for it - AT ALL. If you want help, if you want service, if you want support - this place is not it. We had to make ANOTHER trip to a different TMobile store tonight at the mall to get help with the tablet we thought we purchased because these people didn't to their jobs, again. Save yourself time, and headache and go somewhere else. This is absolutely ridiculous.
Sep 12th, 2023