T-Mobile — Attraction in Laurel

Terrible customer service experience possibly the poorest of my 54 years. I will try to make this short but believe me it took from March 3 to June 1 to get a resolution without any help from the store that caused the issue no help from it Manager Hugo no help from their reginal manager not any of the staff. I placed an order for 2 new phones on March 3, was told they would be 5-7 days and that I would get a phone call to come and do our trade in. Days came and went with no phone call, decided to stop by and my girls phone was there but not mine maybe 10 days in. To make the real long story shorter I do not know how many times I stopped by in the next month without my phone never arriving excuse was always we have back orders due to covid and China, my request to numerous staff members including managers was always can you please call and find out if my order is stuck NOT ONE PERSON EVER EVEN TRIED. All staff members were short did not want to even hear me vent even after me waiting over two month. I wasted numerous calls to customer services but they could not even find the order they would have to call the store each time I would waste over 1 hour with no resolution. Two months plus later store admits that order was stuck I was never gona get my phone the way the order was placed but refused to help fix the issue saying your case was moved to corporate they have to help you stop calling us. I called customer service, customer services would call store and store would even hang up on them with me on the line. My girl tried to go to store store and speak with manager Hugo and he said that she cannot speak English well, kind of laughed at her but he speaks Spanish but did not want to make the situation easier even though the store and his staff was at fault 100%. I called he said I cant raise my voice to him. This Manager has taught his staff that a customer cannot even vent their frustrations or they will not help you. I had paid for the phones they had the money since March, no phone, no money 2 and a half months later have wasted numerous hour on phone call driving to store, calling store and still no help. They gave the reginal managers email to contact wrote with an email but must have been given wrong email, on purpose? I called customer service they scheduled a meeting with reginal manager for me. I arrived as discussed store was closed. Since store would no longer speak to me kept calling customer service until issues was escalated as they saw how many phone calls and how many times I was promised something without getting results. Supervisor was able to set up me to pick up a refund at another store skipping this terrible store. At the 3 month point I am expecting a check for the money I paid for my phone. No apology from the store manager, no apology from reginal manager and no additional arrangement made from store for the many hours wasted and all the terrible emotions caused by this terrible store and manager Hugo is the worst manager I have ever had...

I was trying to switch from infinity to T-Mobile because I heard it was cheaper and the same quality of service possibly better. I had internet and phone. However when I went this location to activate my phone a sales woman was helping get a new SIM card. She then looks in the system and see that I was eligible to get a free iPhone because I was switching over and because of the internet service I had chosen 5Ggo. I told her that I was looking to lessen the amount I am paying in bill not adding. So if it’s not free I don’t want it. I had just paid off my iPhone from xfinity probably a yr ago. She then verifies that it is free and I didn’t have to do anything; and that she also had switched her phone and didn’t have to pay. She stated she went through the same process and has had her phone or a few month. Yes she was very nice, kind, makes customers feel welcomed; but perhaps giving out the right information is more important. I would rather do business with someone who was direct/straight to the point with factually info. When my bill came it said I have installment payment 🤔🤔🤔 confused how, when the phone was “free”. I go back to the same store and talk to the same lady, then she involves her manager. Spoke with him and he had to get back to Me. He did follow up and give me a credit of $100.

I came back to the store due to me still seeing the installment fee. I spoke with Socorie and he clarified everything for me and even credited me the additional amount. I am grateful and thankful for you assistance today.

Suggestion: be sure that all sales reps/service reps are aware of all the details in the “promotions” offered, so that they are able to give the proper necessary information to the customer. - Thanks again Socorie for...

The customer service I received at this location twice is beyond poor. I came in today 07/22/2022 and on 07/08/2022. On 07/08/2022 I came in and traded my Samsung to a iphone13 pro max. The rep just gave me the phone and didn’t show me how to use it or anything. I had to sit in their store from 10am to 4pm just to transfer my Samsung to my iPhone without any help. Today I went and a little short white guy approached my and was very rude I stated I was trying to transfer my phone to a smaller iPhone bc the pro Max was hurting my wrist. He just kept saying you gotta pay 70 dollars as if I didn’t hear him the 1st 3 times. He didn’t answer any of the other questions and kept being stuck on the 70 clearly if I have a 1300 dollars phone I have 70 dollars. We have been with sprint since 2005 and now that t mobile has taken over the customer service is terrible. After the short white guy walks away and Hispanic girl comes up with a bad demeanor asking what I wanted to do after I explained to the short white guy what I needed help with. Also when I walked in no one greeted me and they weren’t busy it was all girl working there standing at the counter and she looked at me and continued to do what she was doing with even speaking to me. When a guy walked in she greeted him and helped him lol which is hilarious to me. I even wrote the manager about my experience the first time and she didn’t even respond back me. I won’t be...