T-Mobile
📡 Internet & Cable · Charlotte
total experiences
replied on google
Most reported issues
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Experiences
Store manager failed to honor promotional credits and billing adjustments
Business reply on Google
Hi Linda Frattaroli, thank you for sharing your feedback. It’s disappointing to hear that your experience did not meet the level of service we strive to provide. During your visit, we reviewed the promotional details together before the order was placed, and I explained that the specific offer showing in T-Life could not be honored in-store based on the promotion available in our system. You still chose to proceed with the order after speaking with Customer Care. Customer Care also reviewed the secondary line charges and explained that those charges were valid. We understand this situation was frustrating, and we apologize for any inconvenience or confusion. Because this involves account-specific details, we would be happy to review the matter further with the appropriate support team.
Staff provided incorrect policy information causing a two hour wait.
Business reply on Google
Hi Juan David! 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.
excessive wait time and disorganized staff service in store
Business reply on Google
We’re sorry to hear this Flaviana Zanezi. 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 dishonest information and failed to follow up on issues.
Business reply on Google
Thank you for your honest feedback. We’re glad to hear you’re enjoying your new phone and T-Mobile service but concerned to learn about your experience at this location. What you described does not reflect the level of transparency, follow-through, or customer care we expect from our teams. We sincerely apologize for the miscommunication and for not following up as promised—that’s not acceptable. Your feedback is being taken seriously and will be addressed directly with the store team to ensure this is corrected moving forward.
Staff displayed unprofessional and disrespectful behavior toward the customer.
Customer service staff were impolite after add-ons were refused.
Business reply on Google
We’ve noted that you posted similar reviews have been posted multiple times within the hour, and while we respect every customer’s right to share feedback, we encourage direct communication so concerns can be properly reviewed and resolved. We would be happy to discuss this matter further and provide any clarification needed.
Staff exhibited discriminatory behavior and inconsistent handling of a phone upgrade…
Business reply on Google
Thank you for bringing this to our attention. We’ve noticed multiple similar reviews posted recently and want to make sure we’re responding accurately. We’re currently unable to locate any record of this experience, and it doesn’t align with our standards of service. We’d appreciate the chance to speak with you directly—please reach out to us at Retailstore9352@t-mobile.com
Staff demonstrated unprofessional behavior and poor communication.
Business reply on Google
Thank you for sharing your feedback. We take concerns like this seriously. Unfortunately, we’re unable to find any record of this experience at our location, and this does not reflect our usual standards of service. We do notice that similar reviews have been posted multiple times in a short period, and we want to ensure we’re addressing any legitimate concerns appropriately. We’d appreciate the opportunity to learn more and address any concerns directly—please contact us at Retailstore9352@T-Mobile.com so we can assist you further.
Staff and manager were disrespectful during a phone transfer attempt.
Business reply on Google
Hi Chris! 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.
Long wait times and unprofessional conduct by store staff.
Business reply on Google
Hi Andrea! 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 member was unhelpful and dismissive during the store visit.
Business reply on Google
Hi Jia Jia! 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
Store employees failed to acknowledge or assist customers waiting for service.
Store representative failed to disclose significant down payment requirements during…
Staff refused service before closing time due to personal convenience.
Employee falsely accused customer of infidelity causing personal relationship issues
Business reply on Google
Hi Eric, Thank you for sharing your concerns. We sincerely regret that your recent experience did not reflect the high standards of service we strive to uphold. Your feedback is important to us, and we are committed to continuous improvement. To clarify, the associate who assisted you and your wife previously referenced factual information regarding the devices on your account. Their intention was solely to provide accurate support, and not to cause any personal distress. We understand that household dynamics are sensitive, but it’s important to note that the expert’s role was strictly professional. Additionally, the expert extended their shift by over an hour to ensure your wife received thorough assistance, and we appreciate the gratitude she expressed for that support. While we’re sorry to hear about the challenges you're facing, please know that we remain dedicated to serving you and all our customers with care and professionalism. Should you need any further assistance with your cellular services, we’re here to help. Wishing you all the best, KAY , Retail Store Leader
customer service ignored wait times and assisted other clients out of turn
Business reply on Google
We’re sorry to hear this Gabriel Wan. 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.
T-Mobile disconnected service and lost phone numbers after missed payments.
Business reply on Google
We’re sorry to hear this Terrokee Wright. We always want to take care of you, 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 misleading information regarding contract terms and billing.
Business reply on Google
Hello M Kurnaz , 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 feel free to reach out to us , we will be more than happy to assist ! Your experience matters to us. Have a wonderful day!
Sales staff was unhelpful and dismissive regarding phone upgrades.
Business reply on Google
Hi Robert! 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.
Store representative failed to honor advertised pricing and promotional offers.
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.