Metro by T-Mobile — Attraction in Hackensack

On August 2, 2025, I had one of the worst customer service experience ever. I specifically requested the $100/month plan with four lines and the advertised free phones. However, the rep added a $10 HD video add-on per line without my consent, raising my bill to $140. From day one, the service was awful, choppy call audio, slow internet and GPS issues. After noticing the unauthorized charges, I returned to the store on August 8, 2025, just days later to request a refund under their 14-day money-back guarantee. That's when the excuses started. I was told prepaid purchases were non-refundable. I also spoke with the supervisor, who clearly wasn't interested in resolving the issue and did everything possible to avoid giving me a refund. According to the MetroPCS's stated return policy: "returns are accepted for new activations. If you are not 100% satisfied with you purchase, we offer a money back guarantee". These were new activations with new devices, and I was clearly not satisfied. A prepaid service is still a purchase. Yet, they refused to honor their return policy. Now, I'm stuck with four locked phones that we can't even use elsewhere. This location engages in deceptive practices, adds services without consent, and fails to take accountability. It's not just bad service,...

This used to be one of my go-to stores but lately it has changed and more recently my visit last week. I needed to get a new phone due to prior issues from when I bought it online. If I don't purchase anything online this is the store I go to. I go to the store explain my story exactly, young man says ok no problem but wait a minute let me finish helping this person. He said for the inconvenience he would gift me an accessory item. 15 more minutes go by after being patient and I noticed him talking with the other staff member about going out on a date. I understand young kids, but I was disabled in store a day before surgery and I believe this was unacceptable and the way I was treated. Yes, I was the last client but basically I didn't get the phone I wanted, case that was promised, or rate that was discussed and confirmed. I called to speak to management but wasn't available. I def. lost out on some...

I went to this store on 08/10/23 because I had a major problem with my Metro phone number. I won't go into the details, it's a long story. Guillermo spent around three hours on the phone with T-Mobile and Metro trying to get the problem resolved. It was close to closing time and I didn't want to keep Guillermo later than needed so my husband & I decided to come back in the morning. We got there a little after 9:00. Guillermo was helping another customer but he had already called T-Mobile and was on hold with them. We were there all day, going back and forth, T-Mobile telling me we have to gothe store and Metro saying other things it was an all day ordeal. But Guillermo never gave up and he got my issue resolved. Best customer service I have ever received. He needs to be made vice president of Metro. Seriously He deserves 1,000 stars and...