T-Mobile Experience Store
📡 Internet & Cable · Aurora
total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
The store is dirty and customer service is poor.
Staff failed to properly activate a new phone line.
Business reply on Google
Hello, Min Koo! It's disappointing to learn that we did not live up to our high standards for customer service. We are always looking to improve and hope you'll give us another chance to provide better service in the future.
Staff members were disrespectful and argumentative toward the customer.
Business reply on Google
Hello chad, we apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit. Please email me at retailstore8947@t-mobile.com so we can chat! Omar J retail associate manager T-mobile
billing errors and poor customer service experience at the store
Deceptive sales practices and unauthorized charges on customer bill
Business reply on Google
Hi Philip! It's disappointing to learn that we did not live up to our high standards for customer service. We are always improving and hope you'll give us another chance to provide better service in the future.
Staff provided poor service and unprofessional conduct regarding device drop-off.
Business reply on Google
Hello Jeremy, we apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit. Please email me at retailstore8497@t-mobile.com so we can chat! Omar. retail store manager T-mobile
monthly service bill increased more than the quoted amount
Store closed early due to staffing issues despite staff being present.
Business reply on Google
Hello Alex, we apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit. Please call me the store manager at 3036275470 so we can chat!
Staff member was inattentive and abandoned the customer during a consultation.
Business reply on Google
I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at the store or call 303-627-5470 so we can chat!
System error prevented warranty phone exchange at the store
Business reply on Google
Hello Mike, we apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit. Please email or call me the store manager at the store so we can chat!
Assistant manager was rude and refused to resolve customer service issues.
Business reply on Google
Sorry for the long wait Nicole. We know how important your time is and we’ll continue to improve the speed in which we help customers. We hope you’ll visit us again so we can take care of you. We’re sorry to hear this Nicole. We always want to take care of you promptly, but it sounds like we missed the mark this time. We hope you’ll give us a chance to provide you with a better experience on your next visit. I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at matt.schleimer@t-mobile.com so we can chat!
Persistent cellular service outages and defective hardware issues
excessive wait time and poor staff attitude
Business reply on Google
We’re sorry to hear this, Dave. We always want to take care of you promptly, but it sounds like we missed the mark this time. We hope you’ll give us a chance to provide you with a better experience on your next visit. Please email me at retailstore8497@t-mobile.com so we can chat! T
Misleading trade-in credits and poor customer service at store location.
Business reply on Google
I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at retailstore8497@t-mobile.com so we can chat!
Representative failed to merge two accounts as requested.
Business reply on Google
I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at myles.woodfork1@t-mobile.com so we can chat!
Misleading sales promises resulted in unexpected high costs for the customer.
Business reply on Google
Hi I want to say we are very sorry that there was some miscommunication around how our Carrier Freedom works, we strive to make sure that we make it very clear to all customers switching to T-Mobile. So I apologize on behalf of my store that you did not receive a great experience. We appreciate you taking the survey and giving us the feedback to continue to train and grow from this situation so in the future no one else has this same issue.
Staff sold a reserved phone to another customer.
Business reply on Google
First I want to apologize on behalf of our store location we strive to deliver the best experience possible and we failed yesterday. My name is Dwayne Mack I am the store Manager of the location at Southlands. We should of handled the situation better and had better communication on saving the phone for you. We appreciate yo utaking the survey and giving us that honest feedback. We will take the feed back and get better so in the furture this situation does not happen another customer. We do not want to lose you as a customer and I would like to talk to you further about your experience if possible. Store number is 303-627-5470 or we can communicate through email if that is better Dwayne.mack2@t-mobile.com
Staff failed to update device records causing insurance claim denial
Store provided inaccurate pricing and charged an unnecessary service fee.
Store representatives added unexplained charges and failed to transfer phone data.