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December 2023 by Justin Householder
J.D was very helpful in clearly laying out all my replacement options with pricing as well as answering any questions I had, highly recommend this location.
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October 2023 by Terrence mc
Yea I have to say that the customer service is great, i think the owner is there sometimes but I'm always happy walking in and out of this t-mobile. I'm writing this because I've had some bad experiences at other authorized retail stores and instead of wasting my time writing a negative review, ive decided to shift that energy to give a well deserved positive. This location is top notch!
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August 2023 by Kathryn Irving
The young man who helped me was great. Efficient and thorough.
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June 2023 by A Angie S
Unfortunately I could not turn in my internet equipment but at least I could pay my bill. One thing that I was not pleased with was a service your company has a partnership with called Mobile Masters, out of Bel-Air MD. My screen was cracked on a Samsung phone. I was referred to them (given a flyer card). We called before going there yesterday, told them my situation it started working intermittently this week. We were told we could bring it in and had the necessary part and could be fixed in an hour by them on Thursday. We drove there on Friday thinking it was going to be fixed. I was then told they did not have the part. They asked if I would like to get it fixed. I was asked for a $40 deposit on a total charge of $119. I gave my deposit and was told the part would be there today Monday and someone would message me today when the part arrived so I could bring the phone back. They said they opened at 11 am. I called at 11:50, it went to voicemail saying they weren't on site but could not leave a voicemail because the voicemail has not yet been set up. It's been a few days since it stopped working intermittently but it's difficult to text because the glass is cracked in several places on the screen which makes it difficult to read. I called back about 45 minutes later when they "just got in". Was put on hold for almost ten minutes while they looked to see if the part came in. I was then speaking with a different person who then asks "Yeah, what's the situation we your phone again??". I was already frustrated for making it seem like they could fix the phone rather quickly. But then to have to explain it all over again was really frustrating. Besides that it's the only phone I currently have. Needless to say I never received a call today because it may or may not come in. If it weren't for the fact I had given a deposit, I would have taken my business elsewhere and probably had my phone fixed by now.Note: I submitted another review after repair. They did restore it back to working order and the resolution looks great!
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June 2023 by Google user
Unfortunately I could not turn in my internet equipment but at least I could pay my bill. One thing that I was not pleased with was a service your company has a partnership with called Mobile Masters, out of Bel-Air MD. My screen was cracked on a Samsung phone. I was referred to them (given a flyer card). We called before going there yesterday, told them my situation it started working intermittently this week. We were told we could bring it in and had the necessary part and could be fixed in an hour by them on Thursday. We drove there on Friday thinking it was going to be fixed. I was then told they did not have the part. They asked if I would like to get it fixed. I was asked for a $40 deposit on a total charge of $119. I gave my deposit and was told the part would be there today Monday and someone would message me today when the part arrived so I could bring the phone back. They said they opened at 11 am. I called at 11:50, it went to voicemail saying they weren't on site but could not leave a voicemail because the voicemail has not yet been set up. It's been a few days since it stopped working intermittently but it's difficult to text because the glass is cracked in several places on the screen which makes it difficult to read. I called back about 45 minutes later when they \"just got in\". Was put on hold for almost ten minutes while they looked to see if the part came in. I was then speaking with a different person who then asks \"Yeah, what's the situation we your phone again??\". I was already frustrated for making it seem like they could fix the phone rather quickly. But then to have to explain it all over again was really frustrating. Besides that it's the only phone I currently have. Needless to say I never received a call today because it may or may not come in. If it weren't for the fact I had given a deposit, I would have taken my business elsewhere and probably had my phone fixed by now. Note: I submitted another review after repair. They did restore it back to working order and the resolution looks great!
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May 2023 by Terrance Nicholas
Might have decent cell phone coverage but WORST customer service EVER! You can't understand them and they don't understand you and everything winds up getting screwed up. They billed me even though I transferred service to my daughter awhile ago but I FINALLY got my money back after nearly 45 days of fighting with them. Contract phones are terrible! Customer Care sucks but the Bel Air store manager got my money back. It never should've been taken from me in the first place. I'll always rather deal with prepaid phones than a contract because prepaid doesn't give you complications like this.
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April 2023 by JAVA V
Over priced , items are more expensive at this store then online or other neighboring stores. They take advantage they are out side of a base.
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February 2023 by Yin Shum
Excellent customer service provided by Ayaan who is friendly, patient, knowledgeable and confident and willingness to work his way to help customer. His kind service is impressive and, I feel very thankful.
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February 2023 by Amy White
I believe my social security number was taken by Staff and used to fraudulently apply for credit when I was attempting to get home internet.
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August 2022 by Barbara Kelly
Jd is absolutely awesome, every time I go to the tmobile store he always fixes my problem please give him a rajse. he is my guardian angel.
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May 2022 by Rocky Balmann
04/13/22 I was in the store to switch my 2 phones from AT&T to T-Mobile. After 1.5 hrs. in the T-Mobile store I was told "Sorry our system is down, can't switch you over come back tomorrow!!.That's another way to scare new customers away from T-Mobile and the Aberdeen store. I have to say the T-Mobile employee Jasson was nice and helpful but the situation could be handled different. Just waisted 2 hrs. of my time in the AberdeenT-Mobile store.
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March 2022 by Alex Lang
I have gone in on multiple occasions within the past month to have my phone upgraded (sprint customer) they have told me that there system for sprint is down every time and to come back in a few days. Every time I return I am told the same thing. Eventually the guys tell me to purchase my old phone online so that I can just upgrade without a transaction on the account. I do so and they still aren't able to help me. I called the T-mobile store across the street and they said there is no issues and I could get it taken care of. I was in and out of the other store in no time. This store is lazy and not willing to help. Will not return.
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January 2022 by Louise McGrady
AB got me a phone and made the switch so much easier from Metro to T-mobile. I got a new phone, screen protector and more at such a low cost. Would return to the store again! Definitely recommend!!!
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December 2021 by Matthew Myrick
Had a pretty rough experience with an employee named, Andrew. I was a sprint customer and he helped me with switching my phone over to a T-mobile plan. I also brought 2 new lines with me to add to it.The first issue, that we knew about at the time, was we wanted to do a trade in for the iPhone 13 pro. He was unsure exactly why, but he couldn’t get the trade in to submit. He said it must be because the phone is too old and their system didn’t recognize it. It was an iPhone 6s Plus and they said they were worth a 200 dollar trade in towards it for Black Friday. So that was a red flag pretty early on, but we let that go. When that didn’t work, he suggested we do a buy one get one free deal. He tried to submit that order and once again, couldn’t get it to go through. He tried to submit it a few times and even tried using different cards because he thought maybe the card we were using was bad. Since none of those attempts worked, the account was now frozen for purchases because the orders were pending on the account and my financial limit was reached. He could not get the orders to clear out and he said it would take 3-5 business days for them to clear before we could place a new order. So now one person on my plan did not have a compatible phone yet and could not even order one.When I got home, I investigated everything that was set up and I figured out that Andrew set up 3 different plans all under my line instead of creating a family plan with three lines. So instead of the 140 a month with 3 lines, I was being charged 85 dollars a line for all three lines for 255 dollars! I reached out to Twitter customer support and not only did they have to fix my plan to be what it should be, they told me the reason why none of the orders at the store went through is because the plan was not set up correctly to begin with!If that is not enough, Andrew also messed up my entire phone by dividing my plan into a physical SIM card and an esim card at the same time. My plan and phone line was on the physical sim and my text ability was on the esim with no plan or number attached to it. Because of this, I was unable to send out any text messages until customer support was able to move all of my information off of the physical sim and over to just my esim card. I didn’t realize this at the store because I normally just use iMessage so I didn’t realize something was wrong until I had to send an SMS message to someone and it could not be delivered.I am very upset and frustrated by this whole experience and it took days and many many hours to fully get everything completely resolved. I am giving 2 stars instead of 1 star solely because the manager, JD, had to help me with another issue and he was able to quickly get it resolved and seemed very knowledgeable. Since JD seemed good and knowledgeable, maybe the other associates there are as well, but I would avoid using Andrew in the future.
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November 2021 by zaach 215
Great customer service by Justin and the manager that was working tonight very helpful and had good conversation.
