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February 2024 by Erin Eissens
I went into this store right at Christmas time to upgrade my daughter’s phones as a gift. They were supposedly running specials where if you traded in your phones they would be free, “on them”. I spent 4 hours as the three people waiting on me were new. They told me my phone upgrade would be free and also my dad’s. No mind you I wasn’t going to upgrade our phones just my daughters, but since it was free, why not. No fast forward to my next bill, my bill was 100 dollars more. I called customer service and they told me it was because they had not received my phones yet, once those came in my bill would go back down. I asked a million times in the store and they kept telling me, no my bill would not go in. So now fast forward to my next bill after they received my phones and now my bill is still 100 dollars more a month. So I called customer service. They told me that the store gave me wrong information and that I needed to upgrade my plan. I already had the highest plan and this new plan is the same as what I have just called something else now and it’s 15 more a month and the phones would be free. I was irritated because now I have to increase my plan, and the phones still are not 100% free. Now mind you, I wasn’t even going to upgrade my other two phones because our phones were pretty new. So the customer service people are blaming the store, the store is blaming customer service and nobody is helping me, the customer. Also the store is not a corporate store it’s a franchise and this is why everyone is blaming everyone else. I have been a customer for many years and this is how they are handling this. Also the people who helped me in December no longer work there. So even though I am not an expert on all of their promotions I am being the one treated like crap because they can’t train their customers correctly. I am waiting to see what happens with my bill, but I will be sending in a letter to corporate, (yes you can’t call corporate, you can only send a letter to a P.O. Box which I am sure I will totally get a response, lol. I will also be looking at a new cell phone company to buy out what this horrible company has done to me to get my bill back to where it needs to be. Do better T mobile, treat your customers as if you want them.
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February 2024 by Tyler Smith
The reps act as if they never seen a customer before I just walked in to ask a question about my billing and the guy didn’t evening try to decipher what I was trying to ask him. The other two young ladies didn’t even budge when I tried to in the door that just happened to be locked. It 6:05 PM don’t even close until 8 o’clock. My opinion this was very poor customer service, that should be worked on.
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January 2024 by Heidi L
I had hopes my local T-moble would be helpful to switch from Verizon. I was expecting courteous, honest, knowledgeable customer service reps. Unfortunately, they weren't.I went 4 times because they couldn't get their story straight on plan or price. The plan they offered kept going up in price due to misinformation. As they made the (bait and) switch and set up the new phone, they put a case, protector, and power cord on my bill without even asking. Behind the scenes...another $200. Not one mention of cost.The phone "free". Accessories are not. Now I'm stuck paying $ 80 for screen protectors I could have paid $10 for online. The protector is already chipping/pealing on the side. Went back (4th time) asking for a refund...the manager had attitude. Arms crossed, no negotiation skills and frustrated. Not a great way to start a relationship with a new customer.Employees aren't trained properly at this location. Customers suffer. Accessories should be presented with a price tag, not just put on your phone and thrown in the bad as freebe. I won't be going back to this location.Note to corporate, offer your employees a decent living wage instead of forcing them to push product for incentives.On the flip side, my experience with their CS on the phone was much more pleasant. The phone service helped me find a better deal, I'd recommend calling when you do the switch.
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December 2023 by Anonymous Legend
LoRenzo and Diamond need to be fired…… omg. And it’s another girl I just don’t know her name the customer service here is absolutely ZERO
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November 2023 by 1AG & AG2
Unpleasant Experience at T-Mobile, 555 Settlers Landing Rd**Review:**I visited the T-Mobile store at 555 Settlers Landing Rd, Hampton, VA, and was disappointed with the service provided. The store's doors were locked during what I expected to be regular business hours, causing some inconvenience. When I needed assistance with my service issues, the staff declined to contact customer care on my behalf, which was quite frustrating.Moreover, the store's temperature was uncomfortably hot, making my time there rather unpleasant. This, along with what seemed to be a lack of enthusiasm from the staff, fell short of the customer service standards I anticipate from a company like T-Mobile.I believe there's a need for improvement in customer interaction and the overall environment at this location. My feedback is intended to be constructive, and I hope to see positive changes in future visits
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September 2023 by Taylor Quarles
Not a fan of this store. My roommate and I came in to create an account for the 5G home internet and the person that helped us set up the account used a made up email instead of the email we typed in. Because of this rushed service we couldn’t access our account to pay and charged a late fee. Don’t recommend this T mobile !!!
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September 2023 by tough luv
Absolutely loved my experience in store. the workers in there were so welcoming and I could tell they knew their stuff! Definitely coming back for my watch!!
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September 2023 by Tamara Sheppard
Every time I have gone to this T-MOBILE store their customer service is so bad that I've left and gone to the main T-Mobile store on Mercury boulevard. Not recommend this store for anybody.
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July 2023 by Jamz Wright
WENT HERE LASTNIGHT AND THE STAFF WERE VERY NICE. THANK YOU HALIEY AND JONATHAN FOR AWSOME SERVICE.
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June 2023 by Jonathan Strong
Best staff ever! Jonathan went out of his way to make sure we understood everything, and that ALL of our files transferred to the new phone.Can't thank you enough!!Awesome!!
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June 2023 by Yin
This is the store you want to go to if you need something done and done well. They took the time to make sure that I was satisfied despite multiple hurdles and issues.
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May 2023 by karen doswell
Called during business hours and no one answered the phone after more than ten rings.
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May 2023 by N S
BEWARE OF THIS PLACE. They do not honor 14 day refund. Instead they press you buy buy buy. We recently bought Samsung 23s which are defective. Ended up going to a near buy phone repair to confirm devices are defective. We have proof with receipt and diagnosis our phones are defective and they will not let us return which as we speak we are within our 14 days.. They told us to call back in a couple of weeks which is past our 14 days to see if they have them which makes them no longer liable for the phones. This is beyond disappointment you almost feel robbed. If higher management can reach out to me like the store manager or higher it will be greatly appreciated. Hopefully we get a response before our 14 days is up. Today makes it day 9.
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May 2023 by Silver Blue
Helpful employees for me in and out in record time.
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April 2023 by N Evans
BEWARE OF THIS PLACE. They do not honor 14 day refund. Instead they press you buy buy buy. We recently bought Samsung 23s which are defective. Ended up going to a near buy phone repair to confirm devices are defective. We have proof with receipt and diagnosis our phones are defective and they will not let us return which as we speak we are within our 14 days.. They told us to call back in a couple of weeks which is past our 14 days to see if they have them which makes them no longer liable for the phones. This is beyond disappointment you almost feel robbed. If higher management can reach out to me like the store manager or higher it will be greatly appreciated. Hopefully we get a response before our 14 days is up. Today makes it day 9.
