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February 2024 by Jocelyn Larios
Terrible customer service.
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January 2024 by Matt O
My wife and I had a terrible experience at this location. They took our money and our trade in phone, started a data transfer, then told us they would be closing as soon as the other customers left and if our transfer wasn't done, they'd keep both phones overnight or we could cancel the transaction. While arguing with them (mostly one of their employees interrupting and speaking over me repeatedly) the transfer concluded and we left. After Tmobile customer service called me that night, I learned from their service agent that the store did not follow policy and should have finished any transaction they had started. Skip the headache, plenty of other Tmobile stores to go to.
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January 2024 by MBK THREE
Very poor customer service. I went to this location last Friday for an iPhone that was stuck on a white screen. The employee then examined the phone and stated that there was water damage then proceeded to file a claim and told me that the replacement iPhone while be overnighted to their location. 7 days pass by I received a confirmation that the iPhone has arrived at T-Mobile. only to go and pick it up for the same employee who examined the phone previously tell me that I can’t receive the replacement device that was delivered to the store for me because my phone has water damage. Didn’t make any sense so I spoke to the manager of the store “Jared” and he was no help at all. all left for me to figure it out on my own. Would not recommend going to the Lewisville location. maybe all t-mobile stores have poor customer service and unprofessional employees. When asked to speak to his boss wasn’t provided with any contact information for anyone higher up than him. Leaving me to call another T-Mobile department in order to get the higher managements contact information. We have been with t-mobile for 12 years. YALL GOTTA STOP HIRING JUST ANYBODY. do a better job at making sure your customers are satisfied and your employees are prepared with the right knowledge to do so.
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January 2024 by Ben Morrison
They helped us after losing an iPhone transition to a new phone. Very patient.
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January 2024 by Brahim Benrabah
I am very thankful to Adam for help with my new iPhone. His super polite, helpful, patient, knowledgeable, professional, efficient, provided excellent service.
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January 2024 by Matt O.
We arrived about an hour before closing. We had already spent more than four hours getting phone lines moved over from a competitor, at a different T-mobile store. This location had a phone on hold for us, as negotiated between the two stores. It took quite a long time before we were acknowledged. Once they started working with us, it was at first a fairly comparable (good) experience like we had received at the first store we went to. They processed the transaction - taking our final trade-in phone into their custody, and starting the transfer of data just before 6pm, after collecting more than $1,000 from us. It was then, and only then, at about 6pm (closing time) that a second associate walked up to us and told us that "as a courtesy" he was informing us that they stop data transfers at 5:30pm and after customers left (motioning at everyone but us), we would need to leave. My wife and I pushed back, pointing out that 1) We're customers, 2) the data transfer is at 60% after just ten minutes, 3) we'd never been informed of this policy and it's well after 530pm anyways, 4) we wouldn't have started the process if we'd known that, and 5) they should just let it finish. This turned into a lot of back and forth with this new to us associate, including being given two options: We can leave both the new and old phone with them and come back in the morning, or we can cancel the transaction. I again pushed back and that's when another associate interrupted me to inform me that I'm not listening, I'm mischaracterizing what I'm being told (e.g. we're telling you to come back tomorrow we're not kicking you out?). It went straight downhill from there, including constant interruption, speaking over me, questioning my ability to comprehend what I'm being told and then the final kicker was "this is about what you're seeing (motioning at his arm), this is about my skin color". We were able to leave, having completed the data transfer, just about 10 minutes after closing. This is close to if not the most unprofessional conduct we've experienced in retail and I hope that this review and the complaint I made to T-mobile will help this store improve through compliance with T-mobile policies and basic customer service training. I also hope it will give you pause before considering stepping into this location, I highly encourage you to check yelp reviews for other nearby stores if you choose to do business with T-mobile.
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December 2023 by Rose
Was in and out of there quickly in regards to phone issue.
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November 2023 by chinyere oyetunbi
These people will not even greet you when you walk in. They don't wish to help you and have you wait even though you are the only customer in the building. Nasty behaviors and attitudes.
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October 2023 by Ashley Cantoran
Amazing staff and services! They really give you their fullest attention. The Employee that helped us was amazing! She was the best and gave us many different options and gave us the time to think through them with no rush. She also mentioned T-mobile's FamilyMode app after we mentioned our concerns over our youngests online safety and now we feel safe with letting him on his phone! Great location and staff. Wish I got her name but definitely recommend the location. 10/10 Thank you!
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September 2023 by drmj m
I purchased a phone here yesterday, and my experience was very awkward and uncomfortable. I spoke to a guy (manager) who didn't have any knowledge of the phone I wanted to purchase. He barely talked or made eye contact with me, and he was working with a young lady who seemed to be (new) and timid during our whole conversation. When I first walked in, the store got quiet, and after I purchased my phone, I decided to price some iPhones, and I saw that everyone was watching me. I was like, what the hell is going on? Not to mention, my phone didn't come with a charging block. Bad service, in my opinion. I'm starting to think all T-Mobile stores have bad service.
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September 2023 by Alexis Enriquez
Talk about setting the standard for quality service! Very pleased with Shanes professionalism in transitioning us with new phones. Will come back for sure.
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September 2023 by Ivan Pienaar
Went to location could have been taken care of in 3 minutes fella with long hair was standing around with his co worker and talking while doing nothing and completely ignored me. Other man that seemed like the manager made me wait 40+ minutes with no concern for time whatsoever he took all the time necessary to check people in but couldn't take 2 minutes to fix my issue..very poor efficiency. If you want to wait forever go to this location.
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September 2023 by Jazmin Delgado
If you need help with anything please go straight to Angel, he was great! Great customer service, we came in with questions and ended up changing phone companies thanks to him. Best decision we could’ve done. If he’s busy, he’s worth the wait!
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September 2023 by Jesus Reyes
I had an issue with my screen protector on my iPhone and Jazmine helped me getting a new one on. She displayed great customer service! She was really helpful, kind and patient! Definitely do recommend going with her for any of your phone needs! She’s indeed knowledgeable!
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September 2023 by Roji Varughese
MISLEADING SALES TACTICS.. First of all, to the owner, you should be very disappointed with your sales agent with the long hair and beard and his sales tactics.. I went to this store with my dad today because the other t-mobile store that I went to did not have the phones that my parents wanted. There were two things that I was really disappointed with from the sales person who did our transaction.First of all, the only thing we were doing was upgrading the phones, no plan changes or anything. So during this process, the salesman tried to upgrade us to getting a Samsung watch, telling us that its "free" and that we just needed to pay for the "service fee," which was $15/mo. But the funny thing is, that there is no "service" that comes with the phone. It's not another line or anything, it's LITERALLY a smart watch that I can purchase elsewhere and connect to any phones. $15/mo over 24 months comes out to $360, which was the retail price of the watch. So in essence, I'm just paying for the watch. So why would he make it feel like its "free"???Secondly, he added the protection plan on the account and told me that T-mobile automatically adds the protection plans to all new phones because people were literally walking out the doors at stores and dropping their phones. I knew that this was a lie because I'm in sales myself and I can detect a scam from a mile away. Then he said that he'll try to "help me out" and override it, although T-mobile "automatically" adds the protection plan. And I knew that he could just uncheck the boxes that said "add protection plan" and it would've been taken care of, but instead, he said that he needed to login to my dad's t-mobile app and do it manually, which was a total lie and he thought that I was stupid. I went to the T-mobile store that I was previously at asked the sales agent there if that was true and he said "absolutely not" and that T-mobile does not add protection plans unless we ask them to.I 100% believe that my dad would've been scammed by this guy if I wasn't there. So to the owner of this store, DO BETTER and hire people with integrity and people who don't try to scam people. I HIGHLY doubt I'll be back at this store again and I might even have my parents switch their cell service to another carrier. You don't take advantage of people who are older just because you think they're easy victims.
