T-Mobile Authorized Retailer — Attraction in Town of Amherst

**Update: After speaking with the manager and having him explain exactly what promotions were added to my account and a breakdown of how much the costs were I feel a lot more comfortable and confident in remaining with T-Mobile. The manager is very knowledgeable. Thank you Justin for speaking with me and rectifying the situation.

I visited this TMobile store in late September looking to upgrade my phone. The rep. that assisted me, I believe his name is Marlon(?), offered me a free IPad series 9 stating it was a gift for being with the company for so long. I was skeptical at first but he insisted it was free. A woman overheard this conversation and later mentioned he can give me 2 free IPads since there were 2 lines on the account. As he was gathering the “gifts” he proceeded to explain to me phone numbers were being assigned to them. I found this to be a red flag because as far as I know it would mean a line was being added to my account. He told me otherwise and stated the numbers were necessary so that if anything happened to them I could bring them in for repairs.

As I left I was not given any paperwork. Only 1 bag citing the upgrade for my phone. 1 month later my bill was about $50 higher than discussed. They had advised me it would be higher due to the upgrade date being prorated so I don’t think much of it. I went into the store and explained the increase to someone and he issued a credit of $50 for that month.

This leads me to now. December. My bill was much higher than expected still. I went into the store and spoke to same rep. (Marlon?). He proceeded to LIE to me and tell me he did not say it was free. The woman to that was present and overheard his “free IPad” offer and also suggested to him to give me 2 FREE IPADS remained silent. A helpful gentleman walked over after overhearing the conversation and noticed that my bill was in fact much higher because the protection plan wasn’t taken into account. He adjusted the price and I went on my way.

It wasn’t until I got home and thoroughly reviewed my account as well as called customer service, later saw the rep. (Marlon) charged my account for 2 IPADS totaling $1,000 IM ADDITION to $30 a month for service of those iPads. Also the EID was electronically signed by the rep instead of physically signed by me.

I agree with the previous reviews left below regarding scam and fraud. I have contacted customer service and will continue to contact that until the matter is resolved. And the IPads are taken off of my account.

I would like for the store manager to contact me regarding this issue as it’s involving scam that is costing me over $1,000 and a...

• update* Justin (manager) just left a response below, so if you really want to earn my trust back, give me the email for your boss/district manager or retail coorporate manager and let them decided whether you are right or I am right. Why are you denying me access to chain of command if you are not wrong.

Pure Scam. Justin will mislead you in buying things and never tell you numbers for cost. I went to this store two days ago to get my iPhone upgraded. While I was upgrading, he said since you are old custom we are giving away two ipads per iphone. I said okay but asked him multiple times how much it would cost me and he kept saying at no additional cost. He said its free, take it. While I was doing research, the lady opened and activated those ipads in hurry. Never gave me receipt, just slided below the ipad boxes without discussion. I came home, did some research and found the review below having similar scam among other by the same person. So, called customer care and they confirmed two new lines added to my account costing me $30 and $20 monthly for ipads. So, yesterday, I went back and no surprise, all three store members ganded up on me and refused the existence of district manager or any other supervisor. I called the customer care again, the lady got Justin a conference call and that is when he first time admitted that iPads are going to cost me $50 each month. Kept using language as if I did some kind crime by asking all those questions which he should have answered in the first place before selling me anything. At no point, I said I need an iPad and he said it is an offer and these are free at no additional cost. Since he opened and activated them in hurry, now it cost restocking fee and activation, obviously these folks used this as a technique to force me to keep the devices. In total, I am scammed, wasted two days and customer care says its retails fault. Retail has a face Justin who did the scam and denying having anyboss or district manager. Don't know what to do. I will file a complaint with FCC today to see if something happens because T-mobile has all these scammers and turn their back on customers completely.

Guesss how will they make you pay without your knowledge, cut all the initial cost from your iphone credit so you don't have to use credit card and you will never know what is happening to you until the next bill shows up. By that time you will be out of the device return period.

Oh ya, and some other review says place smells like weed all the time, I can confirm that too.

Worst retail...

Scammed! Buyer beware! Justin provided countless false and misleading statements. Upon checking out on 12/11/23, I was blindsided with a total upfront payment of $825!!! I was informed that this was sales tax for the devices I received “free”. The devices that were alleged to be free were obviously not free. I was informed that in addition to line activation fees of $114 and some device payments, I was required to pay a hefty sales tax (which I subsequently calculated to be ~$330) on all “free” items. Additionally, I didn’t realize it until I got home, but I was charged the exuberant amount of $445 for accessories that were alleged by Justin to be free as well. They put on glass protectors (without asking) and provided cases and chargers at $39.99 each!!! All items that we would have elected not to purchase from them as they can be purchased for a fractional amount elsewhere. Additionally, the “free” iPad is not free as you pay sales tax and your bill increases by $4/month.

The receipt states that there’s a 14 day return policy. My partner went in today and they told her that they don’t take returns. I itemized everything and am bringing in unused accessories totaling ~$200 tomorrow for a full return tomorrow. I will update this to let you know how it goes. If I’m unsuccessful, I will pursue this further as we know other people who have had issues and are near resolution.

An estimated monthly payment was communicated verbally, however, nothing was provided in writing. I am now skeptical the bill will be over what was quoted. Shame on them for fraudulent and misleading behavior and shame on me for not being more diligent...