T-Mobile
📡 Internet & Cable · Frederick
total experiences
replied on google
Most reported issues
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Experiences
Customer service representatives unable to access accounts or resolve issues.
Business reply on Google
Sorry for the long wait Karen. 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.
Staff failed to correctly transfer data and apps to new phone.
Business reply on Google
Hi michele! 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 members are inattentive and provide poor customer service.
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 retailstore4scv@t-mobile.com so we can chat!
Store staff and management were undertrained, incompetent, and rude.
Staff failed to notify customer of waitlist status and provided poor service.
Business reply on Google
Sorry for the long wait James. 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. Retail Store Manager T-Mobile
Employee provided incorrect information regarding home internet coverage availability.
Business reply on Google
Hello Ocean Clatterbuck, we apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you considering our store for your Home Internet needs, and hope we can win back your trust and confidence on your next visit. Please email me at Jorge.Garnica2@T-Mobile.com so we can chat! Jorge Garnica Retail Store Manager T-Mobile
Staff member was dismissive and unprofessional during a customer inquiry.
Business reply on Google
Hello Daisy, 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 Jorge.Garnica2@T-Mobile.com so we can chat! Jorge Orlando Retail Store Manager T-Mobile
Customer experienced excessive wait times and poor service prioritization.
Business reply on Google
Sorry for the long wait, Heather. 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. Jorge Orlando Retail Store Manager T-Mobile
Staff member provided incompetent assistance regarding account issues.
Manager provided poor service and prioritized other customers over the reviewer
Business reply on Google
Sorry for the long wait, Rafaella. 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.
staff falsely claimed the phone liquid sensor was missing to deny promotion
Business reply on Google
Hello Aiden Roman, I apologize for your less-than-ideal experience. For trade in devices, there is a three point inspection conducted to determine eligibility for promotions. If you feel this was an error on our part, I am happy to inspect your device once more to ensure we did not miss anything. I appreciate you being a T-Mobile customer and hope to win back your trust and confidence on your next visit. Please email me at Jorge.Garnica2@T-Mobile.com so we can chat and set up a time! ^JorgeOrlando
Promotional discount was not applied to the customer's monthly bill.
Business reply on Google
Hi Tiffany! 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 denied promised trade-in credits due to store record errors
Business reply on Google
We’re sorry to hear this Brian. It's disappointing to learn that we fell short this time and did not live up to our high standards for customer service.
customer was ignored by staff while others were greeted promptly
Business reply on Google
Hi Stephen! 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. I understand it was really busy that day and we want to ensure everyone is acknowledged as they come into our store promptly and I apologize this did not happen during your last visit.
Staff provided poor service and refused to complete data transfer.
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.
Store employee was rude and refused to provide service.
Business reply on Google
Hi Tony 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 refused to assist with a valid warranty repair claim.
Business reply on Google
We’re sorry to hear this RK. 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 retailstore4SCV@t-mobile.com so we can chat!
customer charged multiple deductibles for a single phone replacement
Business reply on Google
We love our T-Mobile customers and would like an opportunity to talk more about your visit! I am sorry for any inconvenience this might have caused you. Please contact me at spencer.jangaba@t-mobile.com
Long wait times due to inefficient staff management and customer service.
Long wait times despite having a scheduled appointment