T-Mobile Authorized Retailer — Attraction in Lehi

Our recent customer service experience at T-Mobile was nothing short of absolute abysmal garbage. My wife and I went to get her screen protector swapped out, a process we've done without issue for two years. We pay for monthly insurance and purchased a lifetime screen protector because she frequently breaks her screen. Until now, everything had gone smoothly.

Enter the new manager, Payton, who seems fresh out of high school and, although ambitious, has not yet learned the importance of good customer service. She couldn't find our information in the system so she informed us that the only reason we had been getting new screen protectors was likely due to the previous management's incompetence, which felt a lot like her calling them schlubs and accusing us of lying and stealing to get our screen protectors. She said she "doesn't let anything slide in her store because that would take cash from her personal paycheck". Not once did this girl say anything like "sorry for the inconvenience" or anything of the like, instead she continued to insinuate that we steal screen protectors. For the record, the old management was fantastic, prompt, and always checked our claims thoroughly then gave us a new screen protector per our agreement.

This was ridiculous customer service. I've worked in the service industry for years. if I told a client, "I can't help you or provide good customer service because that would hurt my personal paycheck", I'd be heavily reprimanded for the first offense and likely fired for the second.

Adding insult to injury, Payton told us to either call Corporate to resolve our issue or try another T-Mobile store because other managers "don't care or check any of the things they are supposed to, like she did." You know what? We decided to take her advice and drove to the next T-Mobile down the street, where we met Zac, the manager, and Emmit, a sales associate (hopefully, I have the name right). Although Zac and Emmit initially faced difficulties with the system (according to them due to recent T-Mobile changes, which at least explains why Payton struggled at first), they persisted until they figured it out. They found our account information, confirmed that we pay for full coverage monthly, and apologized for the inconvenience (which, by the way, there was none – they were awesome). In the end, they got us a new screen protector, and we were out in five minutes.

T-Mobile, please take staffing managers more seriously. this experience has been deeply dissatisfying. We stay with T-Mobile because of the customer service. If that goes, there is no reason to stay.

Payton, be more like Zac. You are young and have a lot to learn. Zac took care of the customer without a second question which is why I will be leaving them a 5-star review for their store.

For now, I'd say avoid this store at all costs if you value respectful and competent customer service. Fortunately, not all locations are as poorly managed, as evidenced by the excellent service we received from...

This has definitely been the worst experience I’ve had at a T-Mobile store. We first walked in because my old phone stopped sending and receiving texts. After being informed that there was nothing to be done, we decided to get a new phone. While having the new phone for a month, I found that the data wouldn’t work at all outside of WiFi. So I went back in and explained the problem. Jacob, the manager told me that it was something wrong with the phone and I’d have to go to Best Buy and have the Geek Squad fix it. You have to make an appointment for Best Buy, so I didn’t get in until a week later. Spending 15 minutes there, the Geek Squad told me that there was nothing they could do and encouraged me to go back to T-Mobile and ask for a new phone. Back at T-Mobile I explain what happened and they get me through to AppleCare, to send me a new phone. I get the new phone and still have the same problem!!! Finally I decide to get deeper into what the problem could be. The head of our phone plan told us that apparently my phone plan says that there isn’t any data included with the phone! If I had known that we wouldn’t have gotten the phone. I go back to T-Mobile and try so hard not to be as frustrated as I am as I explain what we found out. Marissa helped us out, called a number and got data back onto the phone. She was great (she gets a 5 star review)! After two months of going back and forth between the store and Best Buy she solved our problem in 15 minutes. She explained to us that when we bought the phone the employee who helped us didn’t push a few buttons to enable the data. Why didn’t Jacob the manager know that when he looked up my plan?? We spent two months trying to figure this out! We were also told that they’d put our number and write the situation on Jacob’s desk so he could call us when he was back in and we could discuss some other things that were still happening. Never heard from him at all! It’s been 3 weeks now. So unhappy with everything that has happened. We won’t be back to...

I feel scammed and humiliated at the T-Mobile store in Lehi, Utah.

I went to the store because of a promotion that included free phones and Apple Watches by opening two lines. They told me that one line would be free, and the phones would be free if I traded in my old one (worth $247). I mentioned that the monthly payment sounded too high, but they assured me I could get the iPhone 16 (or under) at no upfront cost, and only pay an extra $100 for the Plus model—this extra amount would be added to my monthly bill.

I agreed under those conditions, and they insisted I activate the account that same day to lock in the promotion. They charged me $160 in taxes for the Apple Watches and a Samsung device, and I stayed for 4 hours while they processed everything.

Before leaving, I asked to confirm everything—and suddenly they said I had to pay $860 more to get the phones. Are you kidding me? You told me something completely different just five minutes ago! Luckily, I recorded the entire interaction and have proof.

When I demanded my money back and explained that this was not what I had agreed to, they treated me with disrespect, refused to refund me, and threatened to call the police if I didn’t leave.

I was never given the phones, but they kept my money. This was an extremely stressful and humiliating experience. I feel like I was robbed, manipulated, and mistreated. I’m still trying to recover emotionally from what happened.

DO NOT trust the “promotions” they offer. Ask for everything in writing. I would never recommend this...