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January 2024 by travis kleindl
Best customer service from all the tmobiles I've been at. Great work to all the workers
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January 2024 by Rohit Menezes
Rude staff, poorly trained employees.I originally went to the store to purchase an iPhone 15 and trade in my iPhone 12. The staff member helping me and I realized I needed to be an authorized user to purchase the phone. We called my parents(the authorized user on the account) and received a pin/code allowing me to purchase the phone and trade in my old phone. I was able to purchase the iPhone 15 but the store couldn’t accept my old iPhone 12 because there was an issue with their software on accepting the trade in. I was told to drive into the store another day and trade in my device then. I asked them to hold the device for me and try using their system again but the employee said no because of security reasons. Already annoying enough!!Later on I returned to the store to trade in my device and another employee(pretty sure he was the store manager) said I couldn’t trade in my device since I’m not an authorized user. The employee who SOLD me my new iPhone was there and I said “hey man what’s going on” and he pretended to know that we never talked or whateverAbsolutely horrible experience at this store. I would avoid it at all costs
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January 2024 by Kraig Kasten
Bought a phone at Best Buy. After purchasing, the dude at BB said that they can't activate it. I had to go to T-Mobile store. Took phone in, and the person (sorry, I only remember it started with a K) was very helpful. Even though he didn't sell us the phone. Gave us options and advice. Probably the easiest phone upgrade ever in the 20+ years of being a Sprint/T-Mobile customer. The only thing that could have made the experience better is if they could somehow match the price from BB, or even come closer than they had, or without the sleight-of-hand where you trade in your phone, but it's not a price reduction, it's more of a credit over time.
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January 2024 by Jacob Owca
I believe that the kind young dude who manages this location is named Sig. I'm sorry if I'm getting that wrong. In any case, he was fantastic.Prior to visiting this location, I had never gone to a retail phone store and left with a new phone and a new plan in under fifteen minutes.Usually, a sales representative like the one I used to be will spend an hour or longer pestering me to pay for expensive stuff I don't want. At the AT&T that I used to work at, we were literally instructed to just bring an iPad out from the stock room even if a customer didn't ask for one. When the customer inevitably told us that they didn't want an iPad, we were instructed to explain why they should want an iPad.I knew the exact plan, trade in deal, and phone that I wanted from T-Mobile. I walked into the store with that information and braced to argue with a sales representative about why I should be allowed to buy the phone and service I came there to buy.Sig thanked me for being ready with knowledge of the plan and trade-in deal that I wanted, he moved as quickly as he could to port my phone number and get me a phone, and he was incredibly kind. He deserves a raise and a promotion for running the first retail phone store that is not only tolerable, but welcoming and pleasant.
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January 2024 by Dan Kurber
Meechie Saved Christmas!I originally signed up at Costco. Meechie was the rep. Ended up having an issue as one of the colors of phone we ordered was on a big back order and as such, our entire order was held up. Normally, not a big deal but in this case, we were two weeks from Christmas and these were gifts for the kids!I called T mobile to no avail. I went back to Costco and Meechie asked me to come to the Wast Side location the following day as this was his HQ.I came in and he spent two hours and multiple calls trying to get this squared away. He went above and beyond to the point that I was ok with late delivery because he literally did everything he could. Now, he made one last ditch effort with the corporate team. He told me he has a call back from the help desk and will call me to update. Two days later ALL the phones arrived! Well in advance of Christmas! Thanks Meechie! BTW…best coverage for ever had…including in Cross Plains which is so rare!
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December 2023 by D Lang
I just wasted more valuable time inside another brick and mortar T-Mobile store with another idgit T-Mobile agent. I asked for my purchse to please be recorded un my account for future reference purposes. But this wavy red head guy must never have been trained in how to approach a customer to do this. As I was signing the screen for this purchase I asked again to make sure he was attaching this purchase of this charging base to my account. He said no, that he hadn't opened my account up to do that, so pulled my license out so he could. But instead of backing out or voiding the purchase... he accepted my signature and closed the purchase process. Thankfully, he did do one thing I did tell him... I was getting a printed receipt. I only did that as a precaution as he had not asked for my license yet... and I believe he'd need to do that in order to verify my ID and open my T-Mobile account. So instead of getting more frustrated with this idgit... I took my purchase and left. I will review my options on returning this charging base so that I could repurchase it so it can be listed in my account. This guy gave me a very uneasy feeling like he was more interested in getting back to the conversation him & his fellow agents were having when I walked in. Which reminds me, I called their direct line in this store in front of Hobby Lobby & Target, to save myself some time and ask if they had what I needed before going inside and waiting in line. But none of the three agents ever answered (twice) so the voice came on the phone and said they were to busy to answer and to try back later... then hung up. How exactly were they all 3 busy when I walked up to the store one customer was leaving... one. And the other two just don't feel like it's necessary to answer their phone??? Just like the T-Mobile on Fish Hatchery Road in Fitchburg... but their phone rings & rings & rings then hangs up. So yeah, my faith in getting ANY adequate assistance in ANY T-Mobile stores is gone!!! The one in Monona seemed better, but the things that he told me there about the phone agents being held responsible for whatever I was quoted by them on the recorded line, T-Mobile would have to review that call and give me the price that agent quoted me... I'm sooooo tired of incompetence!!!Oh and I had asked for some information from this wavy red haired kid... but all that he knew was this Belkin one charged a lou faster than the original Samsung charging base. Which makes me question, is this a safe charger for Galaxy S21 Ultra? I know that the newer IPhones can not be charged effectively with an old base or the battery will double in size.Great going, I am calling of all of T-Mobile stores for at least another year...Have a great day everyone!Good Bye brick & mortar stores of T-Mobile!!! You are a COMPLETE waste of my precious time!!!This one is in front of the Target & Hobby Lobby... Madison, WI
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December 2023 by Yingyee Xiong
Thank you Joey for helping me. I went to the T-Mobile on Broadway st in Monona and they charged me with lines I didn’t consent to. My phone bill went up $100 and it was over $400! I called customer service so many times and they weren’t helpful so I decided to go into this T-Mobile to help me. Joey helped get me credited and cancel 6 lines that I was charged for unknowingly. My phone bill is back to normal now. He was very welcoming (rare these days at a tmobile) and helpful.Justinian, the manager, was really nice too.
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October 2023 by Julie L Jacobson
Thank you so much Charles and Sherlyn for helping me navigate and fix my phone tonight! Thank you for your patience and expertise! I highly recommend this T-Mobile location, especially for the excellent service provided with these associates! Thank you!
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September 2023 by William Nix
They told me I qualified for a promotion, I turned in my phone and then the promotion didn't get added to my account, so I'm stuck paying out of the pocket.
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July 2023 by C T
I bought a phone from a retail outside and she didn't tell me my new phone voicemail was set up already I wouldn't bought it assurance wireless give out bad phone cuz they put them together and the battery life ain't no good on them I know y'all know that dealt with that in the past when my 1 years up I'm going back to the store and buy me a phone to put together myself and fully charge it and T-Mobile is connected with them some kind of way and they couldn't even help me to disarm the voicemail.
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April 2023 by Rahul Chokhawala
Preston was super helpful in resolving a nagging connectivity issue I was having with my iPhone.Numerous calls with T-Mobile technical guys and visits to nearby west Madison stores led only to great deal of frustration. Finally and fortunately someone recommended this east Madison store, and for sure driving across the town was well worth it!Preston and team have not only the expertise but, no less importantly, the patience and perseverance in getting to the solution.It turned out to be a freakish issue related to my recent travel abroad, taking therefore about an hour and half working with the online tech team to resolve.I was so relieved to leave the store with my iPhone fully functional and thankful to the team.
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April 2023 by Hayley Johnson
This Tmobile store is absolutely fantastic, leagues above every other store I have been to. I came in to get new service started up and they were not only very helpful but also completely transparent with what they could and couldn't do for me. The staff here is incredibly helpful and will ensure your happiness. Charles was very helpful, efficient, and very friendly. The entire staff seems to be that way. I'm not sure how to spell his name, But Kahn li and Preston were also very helpful and friendly. I recommend this Tmobile store more than any in the area and will be recommending it to anyone I know.
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April 2023 by George Mayerhofer
Charles was awesome to work with and he made buying a new phone easy and stress free. I’ll be sure to point my friends and family his way.
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March 2023 by Rachel Kim
Rah was amazing today, figuring out the issue we were having with the new t-mobile account. Best.
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March 2023 by Marcia Barth
Joey was fantastic!!! I had been dealing with some inaccurate billing for about 3 months and within 10 minutes he had the whole problem resolved!! Thank you Joey for your assistance in this matter! ❤️❤️
