T-Mobile

"I went to this store on Saturday 7/27 looking to upgrade my Galaxy S9 to a Galaxy S23 or 24 I had been in a nightmare contract where I was paying $113.06 every month to lease a galaxy S9 .... the employee that "greeted" me and my boyfriend didn't smile. He just walked up to us with the most miserable look on his face. I explained what I was looking to do and inquired what my options were and this employee first told me my bill would go up 20 bucks a month for a new phone. So I would be paying 133 a month, and then when I said that didn't sound right he told me Sprint had been overcharging me for the S9 since I was still paying $33 a month to lease the phone and to call 611 for customer support to get some of the money refunded. He offered no other help , never smiled, wasn't polite and mostly didn't seem interested in making a sale.. I was really looking to get a new phone. I ended up going to AT&T and Verizon that same day and had amazing customer service experiences at both stores. I ended up going with Verizon and had an appointment today to activate my new S23 and trade in my S9..but sadly T-Mobile owns my S9 since I was leasing it and they will not let me trade it in with Verizon,  so sadly I'm stuck with TMobile. I spent 1.5 hrs on the phone today with TMobile support and they let me know the employee I spoke to Saturday was wrong and I wasn't being overcharged at all, I ended up getting a couple account credits by standing up for myself. & on this call I was able to trade in my S9 and get 300 bucks put towards my new S23... I don't understand why the employee on Saturday couldn't have done this for me... I also don't understand why there were 4 or 5 other employees standing around laughing and joking around while customers were in the store, I don't understand why a supervisor or manager didn't come over to assist when my boyfriend and I loudly vocally expressed how unhappy we were and we were gonna explore other options.. it was like no one cared..truly very disheartening...I will be returning to your store probably Thursday to activate my new phone TMOBILE is mailing to me. And I truly hope someone sees this review and I get great service when I go to the store later this week. I will gladly delete this review if I get treated with respect and have a positive experience to make up for the hell I have been put through."

"The employee I worked with eventually resolved my issue, but ultimately seemed as though he didn’t want either of us to be there. Multiple times this employee told me that I can find the answer to my problem online. This person’s job is to help out customers in need, but he wanted Google to do his job."

"Wish I could give zero stars. STAY AWAY from this store. Do NOT go in trusting that the employees know what they are talking about and are giving you honest/reliable information. Only go here if you have done your own research and know EXACTLY what you are shopping for. I went in 5 months ago for a simple phone purchase for an existing line and was talked into adding a line for a "free" phone and guaranteed my bill would not change (price is a major concern for me so I made sure to ask MULTIPLE times). I have been on the phone with T-Mobile EVERY month since because my bill increased and I cannot cancel the line and go back to my original plan. I have since had to significantly downgrade my plan to get my bill back to what it was. I am STILL seeing future charges that are MORE than what I had been told and will have to call yet again next month. I'm writing this review because TWO employees ensured me my bill would not change so I can't say it was just one uninformed employee, it is the store itself. Hope this saves even one person from the massive headaches I have had dealing with this issue since I walked through those doors."

"The French man Paul was the best money could buy.His understanding of my situation,Paul hit a Grand Slam, hands down. His work skills were excellent. Great job Paul you are the best!!!"

"T Mobile crew is always very helpful. Spent time with Katey transferring 2 warranty phones to replacements. Took some time but she did a great job! Went back a few days later to upgrade o e of the phones to S23 so it would be comparable to a medical device. The man who helped me that day was wonderful too. Love T-Mobile..glad they are back in Swansea!"