T-Mobile Experience Store — Attraction in Minneapolis

On June 2, 2024, my mother was interested in upgrading her line of service with a new phone. Because we're long-standing Northeasterners (or Nordeast as some say) we decided to go to our local T-Mobile store located at the Quarry shopping mall in Northeast Minneapolis, address 1710 New Brighton Blvd, Minneapolis, MN 55413. We were greeted by a sales rep, REDACTED. We informed REDACTED of our situation; my mother had an iPhone 12 that we discovered was eligible for upgrade. We were interested in the iPhone 15. After some back and forth, REDACTED suggested we needed to upgrade the plan first to be eligible. So, we did that. Subsequently, REDACTED informed us that she unfortunately did not have any iPhone 15s in stock and that we needed to go to the Apple Store at the Rosedale mall to get the phone. I asked her twice, just to be sure, and she reiterated that she had no phones. REDACTED said that if we go to the Apple Store that they always have phones in stock and that we would have no problem getting an upgrade there now that our plan was future-dated to be upgraded as a contingency to upgrade a phone. This entire transaction lasted about 45 minutes. We thought in good faith that this was what needed to happen, according to REDACTED, because "if we wanted the phone that day, we would have to go to the Apple store, otherwise, she could order one and have it shipped to us by the following Tuesday. Or just get it from the Apple Store."

Reluctantly, we followed her instructions and arrived at the Apple Store. When it was our turn, the sales rep there was a bit surprised with the information that we had shared with him about what just happened, but said he could do the upgrade. Lo and behold, after finagling with the system and running it by his boss, they were unable to do the upgrade, and informed us that this act specifically out of the Northeast Minneapolis T-Mobile store was notorious for these behaviors; that the T-Mobile store in Northeast did in fact likely have these phones in stock, but for whatever reason they send the 'current' customers like my mom to that Apple Store given the 'geographic convenience'.

Nonetheless, the Apple Store was not able to do the upgrade because apparently the phone plan had not changed over or was not recognized by Apple that it was in progress since it was future-dated to do so on June 11, 2024. The Apple rep informed us NOT to go back to the T-Mobile store in Northeast, but to go to the one in Rosedale because he trusts that shop for situations like these. Exact address for what would now be our third stop of that day was 1745 County Road B2 W, Roseville, MN 55113. This was after 1 hour and 30 minutes waiting at the Apple Store and hoping that the upgrade could get done there.

Now we're 2 hours and 15 minutes and on to our third store.

We arrived at the Rosedale T-Mobile. We informed that rep of the situation. He explained that these behaviors are commonplace coming out of the Northeast T-Mobile store. That rep even verified that the store we originally went to DID in fact have phones (5) in stock that day.

To say we are disappointed is an understatement. To say that it was an enormous waste of time is an understatement.

I requested from the District Manager, for a solution. He never responded. Here's what we asked for:

-An apology to my mother, from him directly, as the District Manager -Conversation with REDACED and corrective action with REDACTED and/or penalization for the actions she took against my mother (deliberately or otherwise) -Waiver of the $35 Activation fee (which the store manager at Rosedale said you have the power to do) -Assurance that this message gets communicated to the rest of the staff at the T-Mobile store where it employs REDACTED; that message should include this being an example of how situations like these, unfortunately, are apparently common behaviors that other retailers, both within the T-Mobile network and otherwise, recognize as regular behaviors, and that these tactics need to stop immediately

I've heard nothing back....

My experience at T-Mobile with Rosie was nothing short of outstanding! Let me tell you, she's a rockstar in every sense of the word. I came in with a complicated situation and an upgrade request that other T-Mobile stores were hesitant to touch, but Rosie took it on without batting an eye and making the necessary calls and connections!

From the moment I stepped through the door, Rosie's infectious humor and warmth made me feel right at home. She navigated through my tricky situation with ease, offering solutions and insights that other stores wouldn't even consider. Her knowledge and expertise were truly impressive, and I was blown away by how smoothly she handled everything.

But what really stood out was Rosie's personality. She was not only funny but also incredibly nice throughout the entire experience. And it wasn't just Rosie; the entire team at the store was on top of their game, helping customers left and right with a packed store but still managing to keep the atmosphere light and friendly.

I couldn't have asked for a better experience, and it's all thanks to Rosie and her team. They made what could have been a stressful situation into an easy and enjoyable one. I commend Rosie for her exceptional knowledge and personable demeanor throughout the whole process. If you ever find yourself needing assistance at T-Mobile, do yourself a favor and ask for Rosie. You won't be...

We went in because we were told that if we traded in our phones they would give us iPhone 15's for free. They said that the cost of each phone was $829.99 and that they would completely remove it. Our phone bill as soon as we changed it went from $90 monthly to $275 monthly. They lied straight to our faces and said that our bill would not change, they reassured us about our worries. Our monthly bill frequently changes, it went up as high as $450 at one point which was an absolutely ridiculous price. They took advantage of us because we don't speak perfect English and we've gone in multiple times only to come out with no change. We went in and we asked to speak with the manager in English, and the worker told us that they have no Spanish speaking employees even though we came in speaking English, we told her we speak English, this was definitely racist. The employees have given us attitude many times just because we want an explanation. We've tried so hard trying to fix this issue, its been incredibly stressful and time consuming. When we would ask for clarifying questions, they'd raise their voices at us and yelled "let me finish!" We did not feel...