T-MobileReviews 1,952

We had used Verizon for 24 years. Our bill was quite high for two people. Kept receiving info in my mail to switch to TMobile. Finally got motivated to begin the arduous task of switching carriers. Went to West Pointe sister store. Had a pretty bad experience there. Left, went to Verizon to give them an opportunity to make things right. No deal only a half hearted don't switch carriers.
Luckily, we called Mill Run location and spoke with Sahra. She was a breath of fresh air. We look at each other and decide to drive out of our way to this location.
As soon as we enter the store we are greeted by Sahra. Luckily she is free and we sit down with her. She tells us all the right reasons we should change carriers. Thirty dollars a line for each of us, new phones (ours were over 5 years old, mine was failing), $400. Credit eachfor our old phones, $200. Rebate each for porting over our old numbers, locked in price for life, free Apple TV, free Netflix, $10. Off YouTube TV per month- we already had it and paid full price. We had Netflix but now we no longer pay for it- unless it goes up in price then we pay the difference. For everyone we refer we get $50.
All this sounds wonderful and is but the real treat is how knowledgeable Sahra is. She is friendly, inviting and just such a breath of fresh air. Unfortunately, most customer service personnel act put out to do their jobs. Not Sahra! The AT&T cell service in that strip mall is very slow. When she was porting our information from our old phones to the new ones it was taking hours. She was so engaging and personable. She apologized and explained the issue. It was approaching closing time for the store. She suggested we take the two sets of phones, keeping them side by side to allow the transfer. We would just have to return our surrendered phones in the morning. Within 5 minutes or less both phones finished the transfer. She was correct about that AT&T service.
The next day she contacted us to see how everything was and finish any last details.
I can honestly say that if there is ever an issue with something we will drive across town & seek her expertise. She should be promoted as swiftly as TMobile will allow. At the very least give this fine sales person a raise. Do not loose her. She is a total gem and a rare find! I wish all the people in business had this type of work ethic. Honestly, I wish my personal life was filled with this caliber of human being. Such a breath of fresh air.

Their representative make promises but don't honor their promises. Always get it in writing not trust worthy.

Wasted almost 4 hours talking to multiple agents who can't do their jobs right. Sent me 2 internet devices for the same home. Then, cancelled the wrong one. Then, charged me $220 for not returning a device and turns out, they cancelled the wrong one so now have to cancel my current device and be without internet until the new device is shipped.

I have never written a bad review for any company. Please stay away--this company is no longer what it was. I called and paid off my 2 phones 3 weeks ago--when I called today to get my sim released---they need another 250 for the 'phones.' It is standard procedure now. If you call it will be over seas call now. While I was on the phone for over an hour and a half--I called tmobil on another line and asked how much I owed on my phones---twice--and twice I was told my phones have been paid off. Hope against hope if you need a supervisor you don't get Marli ID# *******---The person whom I paid off my phones with originally told me 100 percent everything is paid and done. When I spoke with the person to give me the portal number to transfer into another carrier I was told 100percent everything is ready to go. When I get to the other carrier store and start to transfer the line and then they let me know my sim was locked. I call and tmobil needs another 250 for 'the phones.' This is a standard thing they do now. Please stay away from this company.

Had to cancel my t Mobil account they couldn't port my numbers and photos over from Verizon no problem, understand. So I Canceled my account and tried to send phone back what a joke been to the store three time and on the phone four times just trying to return the dam phone and get different people tell me how to do it and nothing works now back to the store again,Plus I have to pay to ship it back Really terrible customer service thry have gone down hill in the past 6 years. *******@ck to Verizon I go

Even after turning in the equipment after the 1st month.They continue to bill you for that 1st month. I paid it only because I didn't want it to be on my credit. It buffered alot so it was not a good internet service for me.

We transferred from another company and we came to upgrade our phones, and do a trade in. They said my old phone was in perfect condition and promised 400 for it. When I came to collect the promised, they said it was apart of their "promotion" so I wont be getting any money. I could have gotten the promotion without giving up my other phone so I was basically scammed. When i tried getting help no one ever reached back to me about this matter.

On 6/28/2022 I called Sprint which we have been with since 2006.

I was told that now they are T Mobile and it is time to change phones over and did they have a deal for me. They offered to change all 6 of my phones for free. I would get credit every month on my bill. I was assured my bill would stay the same.
We decided to turn in just 5 phones since my husband was happy with his iphone SE

I was told that I know you love your device but the upgrade is NECESSARY because your device WILL NOT WORK on the network due to the phasing out of older technologies.

Get up to $1000 off a new iphone 13 pro, 13 pro max, iphone mini when you upgrade via IB and trade in an eligible phone which they assured me that all 5 were eligible

After we paid a total of $192.67 in taxes, we received our new phones, They sent us 5 boxes to put in the old phones. All phones were fully charged and cleaned off and in Very good condition. All working and with no scratches or broken glass. (We always cover our phones with tempered glass.)

5855 traded in iphone 11 pro max and got a iphone 13 pro max
6309 traded in a iphone 11 and got a iphone 13
6028 traded in a Samsung Galaxy S10 SE for Samsung Galaxy S22

6840 traded in a iphone 8 plus and got an iphone 13 pro
9443 traded in a iphone 7 and got a iphone 13
I have been calling every month to ask when we would be receiving our credit. Every person I chatted with or talked to assured me the warehouse had not received our phones. Finally 3 months later we got our credit for 2 phones.

I just found out this week, February 6th, after 7 months of contacting t mobile that they were not giving credit for 3 of the phones because they were not in working condition. I think they should have had to prove that these phones were damaged in some way instead of taking their word for it. I should have taken a picture of all the phones before I sent them. Boy I am way too trustworthy and very gullible.

I wish we had turned in the 2 older phones and kept the 3 newer ones instead of turning in 5 phones. I am sure they resold our phones and made a bundle. So frustrating.

Our free phones are now costing us $4700 minus $1600 credit. $3,100 they got from us with this fake promotion.

Do not fall for this scam.

I signed up with T-Mobile over the phone, but still had Spectrum and had to get someone to change the equipment for me. When it was changed, I know longer had internet and phone service because T-Mobile had.NO SERVICE where I live. They lied! And they're still billing me for the service where I had no service. No one should ever, ever, ever have anything to do with t-mobile, the lyingest worst service in America!

We had T-Mobile for years. Never got good service. They don't care about their customers. Now we sent back the service booster boxes and they "didn't receive them". How do I know they're not lying? They're charging me $600 and I will not pay that due to them possibly lying to get money. They just turned off some of my family's phones who are still with Verizon today. We thankfully switched to Verizon a few months back. This company is so shady. Go to Verizon!

I pay every month for service that isnt working! That's ridiculous! It's dangerous to be without phone service in today's times, and it's unethical for MetroPCS to keep our money when our phone service isn't working. They really need to get it together. Otherwise, I'm moving on to a different phone company.

T mobile tried to over charge me and then after I canceled service they kept charging me for another month. I talked to the supervisor Brittany and she still was trying to charge me for service I never had. Their employees did not document my cancelation and they want me to pay for three months of service when I only had one month.

I returned my son's phone with the post office, they have a weight on the box that the phone was in the package. After 3 months they then put a $300 charge on my account saying the phone wasn't in the package. I got a receipt showing the post office showed. Still t mobile doesn't want to help a customer out when I've been a loyal customer.

T-Mobile has the worst customer service I have ever experienced! They just add stuff to your plan mess up anything they do! Absolutely horrible customer service sashabaw and Maybee location

I have been fighting to get over $100 dollars refunded after being charged for a phone service I never started. I was told by multiple reps my account and "purchase" of Tmobiles service was ended without my knowledge before it ever started, then charged more then the amount I HAD discussed with a sales rep when considering Tmobiles service. And now I've been fighting with in store and over the phone representatives for 3 months just trying to get my Stolen money back. Black ball this service

T-Mobile has terrible cell coverage, especially in the Southwest, AND the WORST customer service! We chose to employ our "cancel at anytime" term in our contract and they still charged us for the following month. We visited their store and called several times to clarify the overcharge and they couldn't answer our questions and concerns and refused to remedy the situation. Instead, they referred us to their credit agency and threatened our credit rating. We eventually won in arbitration and was awarded $1,000 for our hardship!