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February 2024 by Dwan Noland
Customer service is absolutely disgusting. Went in yesterday looking to become a T-Mobile customer wasn’t welcomed, they lied about having a specific device in stock. The whole store of 3 people who were absolutely sitting down doing nothing was crazy to me that it seemed they were upset they needed to do their jobs. In other words i highly recommend everyone go to the Bel air location!
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January 2024 by Moya Alli
Went to T mobile to get a phone upgrade instead the agent gave me a new phone line. When I tried to cancel I was told I would have to pay a $70 restocking fee to fix cancel when it was their employee who made the error. Agent Jalen and the manage Tina tried to force me to keep the line. It got really bad to the point I was being threatened by Jalen, he told me his mother and sisters would be beat me up. Tina didn't want to help me. Fortunately the agent who first took care of my transaction and accidently gave me a new line fixed everything, but it shouldn't have taken me getting cursed out and threatened in order to fix it. Jalen and Tina were both highly unprofessional. I suggest if you got to this T mobile on Pulaski highway not to deal with Tina or Jalen, otherwise it will be a nightmare if you want what you want as a customer.
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November 2023 by Keshia Wilson
Excellent Customer service. I came in to have someone look at my phone and the manager saved the issue I had for a while. She took time out to answer my questions.
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March 2023 by raymond reinholt
Stay away from the store if you are a Sprint customer. They would tell you they cannot help you and go somewhere else. Apparently as a Sprint customer we are supposed to know that..... The manager blame me for not knowing that stated they employ doesn't have to ask me for my phone number to verify if I was a Sprint or T-Mobile customer... Very unprofessional
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February 2023 by Kat Lewis
This was by far the worst phone experience I have ever had. I came in with a iPhone 14 pro max. I wanted to switch services and asked if they had the same phone in stock. The MANAGER named rj told me that they didn’t have any of the same phone but he had a regular iPhone 14. He convinced me to trade my phone in, and he even gave me a bunch of free chargers , phone cases and car acsessories. Well months go by and I’m looking at my phone bill and it’s charging me way higher than what it should have been. Turns out the MANAGER had stolen my phone and sold it at a game stop. He then was charging my account for a full no trade in phone service so instead of paying 65 $ for a plan I was paying 120 for a “new “ phone! And the worst part is I have had no compensation. He ended up getting fired because they found out he was doing a lot of shady things… however I still had my phone stolen and they’re telling me unless I can provide the imei on the phone there’s nothing they can do. But I don’t have it because it was on the phone… that was stolen… I would never reccomend going to this store at all. I have spent hours dealing with customer service and nothing has been resolved. I am angry and frustrated and will never want T-Mobile again due to my experience .
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January 2023 by philip Moffett
T-Mobiles phone service is the best. All their other service is the worst possible. I got transferred to the philopenas and they put phone, watch and one other thing on my account that I didn't want because I use Android. They never shipped it and its impossible to get it corrected. I've spent 15 to 20 hours on the phone trying to get this corrected but cant get it fixed. I told them just look and you can see the items were never shipped. They then told me to wait 60 days to get it fixed. I doubt this will fix it. Now i cant get internet service. They are running a promotion of only $25 a month. I'm paying over $100 with comcast, I'm sure this will end this month. They also told me to go into a store and get it fixed and the store said they cant do anything. There is more but what's the point.
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November 2022 by Shayna Wild
Phoebe and Raysheed were the best! They made me feel so welcome and I've never had such a fantastic experience as I did with these two. Thank you so much for your help and treating me so well .
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November 2022 by J. Johnson
The worst there is they put their own plan in without you knowing then when find out about it after you said you did not want the plan it's hard to get out of it...bill always going up never what it supposed to be with from the start worse service all the way down to call the 1-800 number T-Mobile I would not recommend to no one...
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November 2022 by Tiara Stanley
I had a great experience at this store. The store manager went above and beyond to assist me.
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October 2022 by Kristina Soutar
I will NEVER go back to this location. I had the worst experience a new customer could have. Everything from beginning to end was an absolute DISASTER! I spent 2 days on the phone with customer service fixing everything. While Rasheed was nice he is very uneducated as to the process and requirements of setting up a new account. I was offered BOGO on 2 iPhones but I wasn’t informed that there was a cap on the get one free price and that I would be responsible for paying the $100 extra. The most aggravating part is I came into the store with 2 trade ins which I wasn’t able to do because he closed out the transaction without processing them. After talking to the customer service line and his manager he told me to just sell the phones elsewhere and pocket the cash because he was no longer able to do ANYTHING to put the trade ins through. The most infuriating part is I was charged for accessories that I never asked for. I asked for 2 phone cases and agreed to add them to the bill. What I did not approve was the screen protectors that he grabbed off the shelf and immediately put on both phones without saying a word. After that he walked into the back grabbed 2 power boxes put them in the bag and also didn’t say a word or ask my permission. Instead he took it upon himself to charge me for 4 accessories that I never asked for or approved to be added to my bill. His sneakiness cost me $90 that I never agreed to. The way that he handled the transaction made it seem as if those items were free with the phone/insurance plan. Having not bought an iPhone in years I was unaware that you didn’t receive power boxes with the phones anymore and his silence suggested the same thing. After adding up all the charges, insurance and payments on the phone I was expecting my bill to be close to $180-$190, to my surprise my bill was over $240. I spent 3 hours of my life setting up the plan and driving to another location all for everything, literally everything to be as screwed up as possible. My account is 4 days old and if it wasn’t for customer service fixing literally everything he messed up I would no longer be a customer because this is ridiculous. Inadequate training cost me hundreds as my bill is ridiculously overpriced and I’m stuck with 2 phones I wanted to trade in but couldn’t. The training process needs to be reevaluated so that all employees are aware of all procedures and they can accurately inform the customer of what to expect. I hate to be this person and leave this kind of review but it’s very necessary in this situation.
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October 2022 by DeLori Trice
I've had a horrible experience. I dealt with a rep by a name of Raysheed whom has sold me only problems. He had me in the store for three hours explaining that I was going to get a promotion that never could be applied in the first place. He is very negligent and time consuming and it honestly feels like he needs more training. Thank God that this store possesses two competent reps (Xavier and RJ) that fixed the problem and were more than helpful. They were persistent in managing a problem he caused and would not solve after the fact.
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January 2022 by Brittany Crabill
The associate, Tina, who assisted me was so helpful and kind. I’ve been struggling with trying to get a working phone for about a month now and she took her time and went through all of the options to fix my situation while simultaneously taking care of other things. She was able to resolve my problem and I left with a working phone
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May 2021 by no godlover
They are very friendly when you're buying, but if you want to return something, because you are unhappy with the product, they become real unfriendly. Plus the music is loud and very unpleasant. I'll never shop here again. So unprofessional.
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May 2021 by Steven G.
They are very friendly when you're buying, but if you want to return something, because you are unhappy with the product, they (the girl with the red wig) become real unfriendly. Plus the music is loud and very unpleasant. I'll never shop here again. So unprofessional.
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March 2021 by Patrick Clancy (Pat)
Associate was helpful.
