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February 2024 by Kenneth K.
The T Mobile store attempted to help with a bureaucratic company red tape issue, but failed. A T Mobile account was set up to give service to a family member in another state, with all account service to come to me....not them. T Mobile said that I had to go to one of their stores and they could take care of this. At the store, the T Mobile customer care people said that they could not mail me the bill or send me an email, as my number wasn't a T Mobile number. I give T Mobile one star for lack of customer service
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January 2024 by Warren K.
I stopped in here briefly with questions about an upcoming phone release, and just wanted to post how much I appreciate the help I received from Marquis!
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January 2024 by Denis Medina
The staff are fat and lazy. They wont even get up from their chair. Worst tmobil store.
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January 2024 by Basil Herzstein
Great help and advice. AMBER AND Nay
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December 2023 by Lewis Lamp
Employee, Nay greeted me when I entered the store, even though she was swamped with several customers. Simple actions like that are the hallmark of great customer service.
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December 2023 by Andrew
Ayanna was oh-so-helpful, saving time. Her colleague was patient in explaining necessary information in detail.
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November 2023 by Alysa Dortort
I was looking for a T-mobile location nearby and wanted to check reviews before selecting the store located in Federal Plaza, Rockville, Maryland. There was an excellent review for Amber, the customer representative at that location. I want to second everything that was written by the previous customer. Amber was amazing. She is very knowledgeable, patient, kind, gave me good advice and suggestions, professional and very tech savvy. I'm so happy I found the review recommending her.
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November 2023 by Y A
My mom and I were at this store few minutes ago to change an old SIM card for my mom's phone. There were three staff. No one greeted us so we stood for a while and I asked if we needed to get a number and one of the staff said they know who came when. And 15 min later another staff (Lawrence? I think) came by and I wrote our name. After a very long wait, they called a couple who came much later and I was surprised and told them we had been waiting! It just seemed intentional how they were ignoring us! Finally we were helped but I came away with a really bad feeling about customer service from this store! I recommend going to another store if you can, thanks.
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November 2023 by L Harr
This is a very unprofessional group here. Went in to let them know that I am the victim of ID Theft and that someone has a phone in my name. The store was crowded with no way to tell who came in first. The floor supervisor (so he said) came up to me bouncing a ball, very rudely asking what I wanted. After a very nonproductive conversation, I asked that the manager call me to straighten out because the 800 number told me to come into the store, conveniently I am told the manager is out on sick leave. I asked that the Regional Manager call and it has been one month without this call, eventhough I left my information with the "little boy who couldn't stop playing ball". I noticed that someone was screaming her discontent when I walked in and they store employees called this lady so many bad names when she left. I thought it unprofessional, but felt if I were friendly, I would get someone to help. By the time I left this place, I was the fourth dissatisfied person to come in. This was not a fluke. These people give T-Mobile a bad name as they do not represent respect for customers, nor are they there to assist. They obviously hate this job as it showed. The high overall reviews are obviously fake. I do not get this type of treatment with Verizon. I had to file a report with the FCC. I am still awaiting that call to get my identity protected by T-Mobile. For shame!!!!!
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November 2023 by Dwight Forbes
My experience yesterday at the Tmobile store in Rockville was one of the best retail support I've ever recieved. The clerk's name was Amber and from the moment we entered the store it was obvious to my wife and I, she was extremely customer aware and wanted to make sure we were completely satisfied. But although she was 100% attentive to our needs, she was always looking around to be sure other customers entering the store was not neglected. She met and exceeded all our expectations which included correcting an error on my wifes order, getting the phone she really wanted and not the one she settling for the one she got with the online team, then installing all apps and pairing her watch. She then added a line for me to include a watch and installed everything in thr most efficient way. She finally got us started with the Internet home service box which we likely would not have tried without her very freindly sales pitch. People like Amber will make this store successful, because of her we'll be a customer for life...
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September 2023 by Haddis Shibru
The African American guy with a very short hair that works on 9/21/23 at 6:00pm was so rude and disrespectful to me. After waiting over 20 minutes, I expressed to him that I am interested to buy the Galaxy or iPhone 14/15. If he gives me his professional advice. First of all he said for how long you used i phone? It was a weird question but I told him always. We don’t train how to use I phone or Galaxy. I said I didn’t ask you to train me. He repeated it again to choose the phone I like he will set it up for me and I am on my own. He said I am short staff. All this happened in two minutes and kind of go away. I am a person that I work all my life with high technology but this boy had no clue what he was talking about and I will never go to this store again. Actually I am a life time TMobil customer but it is time to change
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August 2023 by Eileen Martin
I had to change out to a new phone, and the staff in the Rockville T-Mobile office was wonderful! I worked with Lawrence, who is brilliant and professional, and he handled all my questions and concerns. The new phone works fabulously, and all the data from the old phone made it over smoothly. I am super happy with my phone and the experience was very pleasant. Thank you Lawrence :-)
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August 2023 by Anne Mytych
Did not have a pleasant experience here. Their policy is to not allow anyone to buy a phone outright, even if they have a T-Mobile account. They will only allow financing purchases. That is bad customer service in my opinion. I will never shop in this store again. I went across the street and gave my money to Best Buy who allowed me to buy my phone outright. That is good customer service. The customer is always right. Apparently this T-Mobile store did not learn that in business school.
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July 2023 by Jay G
(Zell), he was extremly knowledgable and very helpful into getting me a new phone and the process was easy. Great Customer service and good vibes. I took off a star because when i first came in, there was another guy who didn’t look at me face to face and did not act as if he wanted me in the store.
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July 2023 by Rose F.
Great and efficient service! Highly recommend coming here for service. Lawrence and Aidan have been great.
