T-Mobile Authorized Retailer — Attraction in Long Branch

REVIEW FROM FORMER STORE/DISTRICT MANAGER OF T-MOBILE

I normally don’t like leaving bad reviews but being that I’ve actually worked in the wireless industry for 10+ years I know Google reviews are important to a company, especially those of authorized retailers or Third Party Retailers.

Unbeknownst to the employees here, I actually worked at and Managed, multiple T-Mobile locations as a store manager and district manager in the past. I understand how the business works. I went in yesterday to see about upgrading my sons phone for his birthday. Trade-In ready I already knew what my expected increase to my bill would be, but as I said, I’ve been in this business for quite some time so, I’ll let the rep go over his pitch and offers.

First, it took the rep (and supporting cast) more than 20 minutes to review my account. I took my trade in device to the back with him because it needed to be charged which could’ve been done on the sales floor but, okay, do your thing. Next, he explains that I’ve also go an offer for two free iPads (surprisingly he made me aware that I would indeed have to pay for the service to the iPads which would total about $50, which I declined to get). Okay cool.

Next he tells me, with my trade in I can save $600 off the iPhone 15 and my bill increase would be about $30/month. Now $600 off of a $830 phone would bring it to $230 or $9.58 (these numbers I already know). So I ask, “how is it $30/ month if the phone is only going to cost $230? He then tells me, “oh, we’ll when you upgrade a phone in store insurance HAS to be added but I can remove it in a month or two (which from working for not only T-Mobile, but Verizon and AT&T as well I know is not true). Insurance is always optional! But again, I know the business so I kindly decline, he doing his job by quoting with insurance included but then to tell me it’s mandatory is where he lost me.

Working in this line of business, I normally would help out and add the insurance because 1, I know they get paid on and graded on adding that feature, and 2 m, because it helps them reach certain individual and store goals. But to tell me it’s mandatory is flat out false and chose to not do business with this specific rep. I know sometimes (for the rep) they prefer not to do the upgrade at all than to upgrade without insurance because it counts against them, but as a former manager, to let a customer walk simply because they didn’t want to add insurance was crazy to me. Not to mention, I have 6 lines on my account, all with upgrade eligibility. I’d want to make sure the customer got exactly what they asked for and built a report with them to come back and shop with us again.

On a positive note, at atmosphere in the store is very welcoming and friendly. I no other complaints other than how my interaction with this one...

Why did you not give a replacement sim card when asked for such a thing to a customer that has protection360 on not only one phone but on every.single.phone. on a family... plan yesterday? Do your employees breach contracts to fake additional phone sales? So far that is my families experience here at this location. You changed phone numbers on multiple devices and changed the types of plans haphazardly , my transaction history in my T-life app for my phone plan has no discernible course of action or even the slightest remotely understandable initiative to do anything except grift....what is protection 360 for? I contacted the T-Mobile Eatontown,NJ location and the representative has no idea why your employee at this Long Branch , NJ did this to an individual in my family who does not have the means to pay for his own phone plan. He told me he came back to the store to inform the employee the phone still did not have reception after being given multiple sim cards...none...of which work..not even when converted to esims...none of them work...and the employee sat there eating McDonald's on the sales counter...minutes after he left. Nothing given by this employee could be activated on the T-Life app absolutely nothing....

I had the absolute worst experience at this T-Mobile store. I walked in as a new customer to get a new phone line, and while they gave me $800 for my old iPhone, they completely blindsided me with a scam offer. They said they’d give me a “free” tablet and Apple Watch, only for me to find out later that I’d be stuck paying service fees for both! They conveniently left out those details while pitching their “amazing deal.”

It’s obvious this place only cares about pushing sales, not providing honest or transparent customer service. The staff will say anything to make a sale and then leave you to deal with the fine print. They’re deceptive, manipulative, and completely untrustworthy.

Save yourself the headache and go somewhere else. This store is a complete scam operation. I wouldn’t recommend it to anyone unless you want to get ripped off. Do...