Me and my husband went to this store to switch our carrier in April 2023, the sales representative informed us about the device offer that comes along with switching carrier and literary "promised" us that the offer will be valid for the next 2 weeks from the day we switch carriers. So, we did our research in terms of which phone we want to get and came back within 6 days, but the manager informed us that the offer ended 1 day ago and they can't provide us the phone anymore. This was very disheartening as one of the decision-making parameters for us which switching carriers if the device offer. We requested to meet the sales representative who informed us wrongly, but she wasn't in the store. This seemed like a miss information to us but we were still ok. What made it a bad experience for us was the fact that the manager was very rude to us and when we asked what other offers, we can avail he literally said he can't do anything for us and we should leave. I have never been treated in this manner. We had already switched carriers and just wanted to buy a new phone and my husband needed it for work and business continuity (we were going to travel to Europe and office suit won't work on his existing phone). Hence, we stopped listening to the manager and asked another sales representative to help us with any the offer on devices, that person was ultimately able to help us with another (60% less lucrative) offer.

However, it's been good 4 months but we still have a sour taste from the way the manager treated us. He kept on asking us to leave without resolving out issue, he asked us to contact his legal team and gave us P.O address to send them a letter and not even a customer care number or email address. His tone was very aggressive and made us feel uncomfortable. Our only ask was to find a way to resolve this miss information and provide with information about alternatives deals and we were treated very badly. It made us feel as if we were tricked into joining T-Mobile with false promises and once we joined we were treated poorly. Till date we have not had any issues with the carrier, even when we were in Europe we were comfortable with the connection. However, the manager definitely left us salty with our negative customer experience.

My only advice to fellow customer would be to get as much of conformation as possible in written while talking about any promo offers with this store in particular.

The guys working here don't know what they are doing.

All I wanted is to add a new line to my account. I was told the device is down so I left store, when I called again after some time, they said the device is back up and told me that I am an authorized user and can come to store as soon as possible on the same day.

Once I visited the store, I was assigned an agent to replace the sim card 😑. Once I informed I need to add a new line and not replace anything then I was told to wait 15 min and a new person said I am not authorized at store but authorized to add a new line online which didn't make sense. Then the person whom I spoke to on phone came and they started talking to each other and the main guy sort of started explaining and they said they cannot help me.

Such a terrible service. Had to waste a trip getting here.

FYI, a different store helped me exactly what I needed.