T-Mobile
📡 Internet & Cable · Austin
total experiences
replied on google
Most reported issues
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Experiences
The company continued charging for a cancelled phone line for months.
Staff were argumentative and unhelpful regarding service availability.
Business reply on Google
We’re sorry to hear this A, 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.
Staff provided inconsistent and contradictory information to the customer.
The store manager was disrespectful and gaslit the customer.
Business reply on Google
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. If you'd like to discuss this further, please don't hesitate to reach out to us at retailstore1sgt@t-mobile.com.
Employee provided inaccurate information and discouraged in-store service.
Business reply on Google
I apologize for your experience you received over the phone. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at retailstore1sgt@t-mobile.com so we can chat further.
Long wait times, poor staff knowledge, and unreliable cellular coverage.
Business reply on Google
We’re sorry to hear this 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.
Home internet service is slow and unreliable.
Staff refused to provide purchased screen protector for self-installation.
Staff provided misleading information regarding product purchase versus rental terms.
Business reply on Google
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. If you'd like to discuss this further, please don't hesitate to reach out to us at retailstore1sgt@t-mobile.com.
Customer charged for unauthorized line despite multiple attempts to resolve
Business reply on Google
Hi Marianne! 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. Retail store Manager T-Mobile
staff failed to explain charges and rushed customers out
Business reply on Google
Hello Danny, thank you for sharing your feedback. We’re truly sorry to hear about your recent experience in our store when we helped you call into customer care in store. It’s never our intention to make any of our guests feel rushed, unheard, or unclear about their charges. We deeply regret that your visit left you and your family feeling this way. We’d love the opportunity to go over details of your bill again and provide the clear answers you deserve. Please reach out to us directly at 512-249-9505, or stop by the store so we can personally assist you and ensure your concerns are fully addressed. Your trust means a lot to us, and we’re committed to turning this experience around!
Company refused to refund an unauthorized four hundred dollar charge.
Business reply on Google
Hello Anastasia, we take your concerns seriously, but it’s important to clarify the situation. Our in-store team showed empathy, took ownership of your issue, and even called Customer Care on your behalf to help resolve a billing matter that originated outside of the store. While we will always advocate for our customers, final billing decisions are handled through Customer Care, not at the retail level. We understand your frustration, but it’s not accurate to suggest that our store refused to assist you. We followed T-Mobile policies, communicated openly, and provided support throughout your visit. If you feel your case requires further review, we encourage you to escalate directly with T-Mobile’s Executive Customer Relations team at 425-378-4000, who have the ability to investigate billing disputes in depth. We remain committed to helping where we can, but it’s important that expectations are clear about what can and cannot be resolved in store. Sincerely, Store Manager
Staff refused to assist with a phone purchase before closing time.
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 Retailstore1sgt@t-mobile.com so we can chat!
Store manager and staff exhibit rude and aggressive behavior toward customers.
Business reply on Google
Hello Anudeep, 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 Retailstore1sgt@t-mobile.com so we can chat!
No staff available to assist the customer in the store
Business reply on Google
Hello 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 retailstore1sgt@t-mobile.com so we can chat!
Staff member ignored customer and provided rude service
Business reply on Google
Hello Mitzi, 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 Retailstore1sgt@t-mobile.com so we can chat!
Staff provided unhelpful service regarding screen protector replacement options.
Business reply on Google
.Hi there! 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. Sounds like you have a slightly older model phone which we don't carry the screen protector regularly. Which that's normal once the new model phone comes out. Usually when that happens we have two options to get that screen protector replaced. First option is checking to see if any other local stores have any. Option number two and favorite option is for us to order that screen protector and have it sent directly to your home. Once you receive the screen protector just bring it on in to any location and we can apply that screen protector to your phone no problem. If you would like to do that option or to speak with me directly my name is Garrett the store manager at this location. Store number 512-249-9505 or email directly at retailstore1sgt@t-mobile.com Thank you for the feedback and hope we can speak soon!
Staff failed to verify promo eligibility before completing the transaction.
Business reply on Google
We’re sorry to hear this Sana Ahmed Porbanderwalla. 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.
Store refused to replace a defective screen protector under warranty.
Business reply on Google
Hi Javier 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.
Customer misled by staff regarding plan features and Netflix eligibility
Business reply on Google
Hi Jesse! 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.