T-Mobile Authorized Retailer — Local services in Alamogordo

Spoke to Demetrius on the phone before coming in with questions about the phone we were looking for, and he was extremely helpful. When we got to the store, though, we were “assisted” by a blonde/orange-haired female who was instantly rude, dismissive, and carried herself with an attitude the entire time. From the second she opened her mouth, her demeanor was disrespectful and unpleasant.

My husband stepped outside to grab our wallets, and for some reason this completely bothered her. She said “He doesn’t need to get your cards, you don’t need them. Not sure why you had him get them!” When I asked her to repeat herself, she snapped “Nothing! Nevermind.” but then doubled down, saying: “I’m not sure why you needed him to grab your wallet… you can just give me a pin..” & when i told her, i had him get it because incase i need my ID she interrupted me & didnt even want to hear my response to her hyperfocus on why my husband was grabbing our wallets..

I gave her the pin, but she kept pressing, acting bothered, and basically trying to argue with me over why we went to get our wallets. She wasn’t listening, talked over me while I was responding, and overall had a trashy, argumentative attitude that made the whole experience uncomfortable.

I also mentioned that I had spoken with Demetrius earlier about reduced pricing on phones, and instead of being helpful, her response was: “I don’t know how he would be able to do that, never heard of that, don’t know what he’s talking about… but I’ll ask.” Again—sarcastic, dismissive, and clearly not interested in actually helping.

Here’s the thing: if you can’t interact with customers without being rude, you shouldn’t be in customer service. We didn’t come in rude—we literally ran in from the pouring rain, were greeted by Demetrius (who was professional, friendly, and welcoming), and even my kids said hi. She gave no smile, no greeting, no introduction—just an immediate demand for “phone number and name.” Her whole energy was draining and unprofessional.

Disgusting customer service and an embarrassment compared to how professional...

I would like to start this review off with this was one of the worst experiences I've ever had with a phone company. I went into the store on a Saturday morning and there was two employees working and they were both helping customers I waited for over an hour and a half to speak to somebody. The reason I was there was because my cell phone got a crack in the screen and I was there to get it fixed on my T-Mobile plan I have been paying $9 a month for the last 4 years for 360 protection on my phone in my plan it says 0 fees to get my device fixed I was advised by the people that worked at this location that there was going to be a deductible and other fees I had to pay to get my phone fixed zero fees mean $0 this was a bait and switch by T-Mobile. I will never do business with this company again they lost my business forever. To let everybody know in America there's a place called Consumer Affairs that address these types of bait and switch. I am currently filling out a report with them about this issue. If anybody else has experienced this with T-Mobile I advise you to call consumer affairs they will do something about it and they always get back to you with results. If T-Mobile has breached any contracts with their customers you can move forward with...

I recently went into T-Mobile to try and return a phone case ($50) and dispute a screen protector ($60). I had traded in my iPhone 13 for the 15. When trading in phones, I spoke to the manager and he helped me out. Although kind at first, he tricked me into getting the phone and screen protector. He had told me to go and pick it out as it came with my new phone. I told him I’ve had bad experiences previously with T-Mobile, so I thought he was being kind and helping me out, as I am also an active duty military member. He however took advantage of me, and now I have to pay those off as they only have a “14 day return policy”. Not even long enough for it to show up on your first bill cycle and notice the issue. Don’t buy a screen protector or a case from these people. Apparently I should’ve told them no and stopped the transaction, even though I thought it was part of a promotion. Would take business elsewhere, except now I’m stuck paying off $110 of stupid phone...