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February 2025 by Jason H
Been with T-Mobile since they bought sprint. So forever. Added a line and phone on Dec. Salesperson said plan qualified for another free line. So I added that and a free phone with credits for it. Then got billed for it. Went in to cancel and return as soon as was billed. Told me they couldn’t do that and my plan actually didn’t qualify - call customer care. They cancelled the line but refused to return the phone. Told me to go do that in store. Store said too bad call customer care. Customer care said can’t help you.
No one at TMoble knows what that are going. Or they intentionally lie. Now I’m stuck paying for a phone I never wanted that doesn’t even have a line attached to it anymore. Why they’re entirely unwilling to help is beyond me. Guess I’m going to Verizon?
** Update: Ultimately got things rectified with a HUGE assist from employed at their Sam’s Club kiosk, of all places. Super helpful. The original associate with whom this all began either made a mistake or was ill informed by his superior(s.) In the end he made it right, and in truth I never felt he was being intentionally disingenuous. It was the excessive kicking the problem to someone else to deal with that was ridiculously unnecessary, which the original was never at fault for. So ask for Jason with the glasses and beard.
Only up to 3 stars because the treatment and lack of even pretending to care or assist received from Jason the mgr was awful.
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February 2025 by Brienna Weldon
Customer service was impeccable! Drove from the London T-Mobile store after the manager told me, “too bad so sad” to Hilliard where the manager apologized and helped me out no questions asked. Showed me from start to finish how to use the phone, set it up for me and was very patient. I will be making the drive to Hilliard for any phone need instead of wasting my time in London.
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January 2025 by Danomartin3864
Couldn't help me with the back of my phone coming off. Said it was battery swelling. They can order a new phone but don't want to lose stuff in the transfer of things to a new phone. Always happens.
They were very busy. Nice and friendly. He explained the problem.
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January 2025 by Sarah
Horrible customer service. Walked in to open a new phone plan with my fiance and were immediately told they won’t help and had no clear answers on pricing. Both of us were already on a T-Mobile plan, instead walked right back to Verizon and will not be returning.
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December 2024 by Jason Kent
Got T-Mobile Internet with a wifi extender. Wasn't happy with it. They returned the equipment but said I had to call customer service. I wish they were a functional location but I assume they aren't a corporate location since they can't help.
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November 2024 by Adrianna Adams
Wait times are ridiculous just to find out you can’t get no help. All I wanted to do is get a new sim car for my new phone and a screen protector & case . The two women working had their heads glued down and refused to acknowledge the people who walked through the door a smile would have went a long wayyy. I wasn’t the only customer who walked out due to the wait time . It seemed if you were Hispanic and could speak Spanish they spoke to you only and the rest had to fall in line accordingly .
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July 2024 by Karl Band
Came in for a warranty exchange and they tried to tell me I owed them money. No mam. Then when the new girl looked to the manager lady with short blonde hair said there is. Nothing she could do. I lost my gig job of almost 6 years becuase of a software issue. Now when I go to swap out the phone your gon a try and charge me again nope.
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June 2024 by Kristen Grace
This T mobile store is amazing and so are the staff that work there. Jason McGee was absolutely wonderful and made the transition from Verizon to T mobile so incredibly easy. He gave us the best deal possible and was super nice and helpful the whole way through. He went above and beyond to make our transition easy on us. Thank you Jason and way to go T mobile for having such wonderful employees!!!
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June 2024 by Bo Pugach
great team helped with my issue
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March 2024 by Taryn Cavanagh
Not helpful. Went to a smaller T-Mobile and they were able to address and assist with the issue I was having.
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February 2024 by Nancy Shields
Staff was very helpful and nice.
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December 2023 by Ms Evita
We purchased our phone on tmobile's website for pick-up in the store. Upon arrival, we were told that they stop doing iphone transfers at 6pm, even though the store closes at 8pm. It was not noted or advised anywhere that customers must come to the store 2 hours before close to have their phone information transferred.The store reps were also not knowledgeable about the type of order we placed - thinking it was a warranty exchange and not a full purchase. Veru unprofessional. Would not recommend this location.
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September 2023 by Parisa Ahmadi
Angelo and Taylor were so warm, and knowledgeable when I came in with my needs. They are true professionals and lovely people!
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September 2023 by Erin Bennett
My father went into the store to get help with his account with the autopay changes and to pay off an iPad he had been paying on. They told him he had to call in and they couldn't help. When he asked for the manager they told him they wouldn't help without him calling. The manager Jason Harrison told my dad to leave the store because my dad was frustrated that they wouldn't help him. My dad is older and prefers to do as much business in person so he is talking to someone face to face and getting the help he wanted. To kick someone out of the store because they are frustrated with the service they are getting is incredibly rude and unprofessional. This is one of the many reason we are leaving T-Mobile.
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May 2023 by Jessica Higdon
Had a great experience today here, everyone was kind and helpful.
