T-Mobile Experience Store

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Beach Geek

2 stars instead of 0 because the employees are nice. 0 stars for T-Mobile itself. Supposed to use app but just get "Oops, something went wrong." *1 Could connect replacement device in place of lost device, and there may be a fee (depends who you talk to). *2 T-money debit card... wrong name. Can't get thru to support. *3 Decided to just switch carrier. Day and half to get port out code. Got all my phones switched to another carrier, but still can't cancel my other lines. No option in app, chat spins or crashes, call and get put on wait until disconnected. I really liked the actual service. The app just trash and their great customer service is gone.

Exavier Pinkston

EDIT: Tmobile responded, but refuses to fix the issue! SAVE YOURSELF!!!! THIS COMPANY LIES TO YOU YOUR FACE!!! THEY WONT EVER FIX YOUR INTERNET ISSUE!!! THEY WILL ASK FOR AN UPGRADE TO SEE IF THAT WILL WORK OUT!! BUT I ALREADY PAY $225 FOR THIS CRAP. CHECK OUT MY EVIDENCE!!

Catherine Felix

B.B., the Senior Mobile Expert is awesome! He is highly professional and very patient in answering my questions about my new cell phone! Great customer service!

Megan

Unfortunately, I am writing this review to express my dissatisfaction with T-Mobile customer service. This week with T-mobile has been nothing near pleasant to say the least. I went to the T-mobile main store in Pensacola on Davis hwy location, Sunday April 27th where multiple people helped with my claim on my phone. The employee made a warranty claim and put In for an overnight shipment after doing a eval on the issue, I was not provided a tracking number for this claim unable to login to my T-mobile account online with out a verification code I call the store on the update Monday April 28th, phone was not in and I was directed to call customer service for tracking, customer service was unrealistic as my phone is broken unable to get a verification code once again since it doesn’t work they could not help to inform me when my phone would be delivered to the store. I went into the store at 9 Mile Monday April 28th afternoon no shipment had been delivered for the phone. As now we are on Tuesday April 29th I made a call to the store and no phone had been delivered still, I went into the store that afternoon and I was told to come back around 6:30 because the phone was not processed therefore I did. The phone had now been processed at 6:30pm and was not able for me to receive because find my iPhone can not be turned off on my phone since it was unable to even turn on which every servicer at the Davis hwy store was aware of, so once again I am yet to get a phone that works. The kind lady that had patience with me at the 9 mile location as I was frustrated and not my best because I waited days now on this replacement phone that is now in store that I can not get started the process now for a insurance claim on the phone but its at this point after 7pm and that replacement phone is not scheduled to be delivered until Thursday May 1st. This was this most dysfunctional claim process I have experienced, the person that made the claim on April 27th at the DAVIS HWY location knew you could not access anything on my phone as it doesn’t turn on at all or anything processed a warranty claim in which before you sent the phone back Find my iPhone has to be turned off which clearly couldn’t be done. I'll be without a phone for 5 days, 4 trips to in store to T-mobile, multiple phones call before I get a replacement phone, This is a nightmare and terrible customer service. Customers should not have to go through all this for a replacement phone but no your provided first to get a upgrade in store so you can have a phone same day then next option is doing a claim which is suppose to be overnight and ends up a disaster. In my case the wrong claim and still be without a phone after waiting. I will be contacting customer service on this issue, I will not be paying for days of service for a phone that is not useable while waiting on a replacement for a mistake the store made, nor will I ever go through this process with T-Mobile or at least this store. Overall experience was stressful and not good business.