T-Mobile Experience Store — Local services in Albuquerque

Unfortunately I've had a bad experience at this T-mobile location today (4/8). Current promotion (trade-in iPhone 13pro max for iPhone 15promax $0 down), I was intending to trade my phone today. I walked in store and wasn't acknowledged while one sales associate was sitting on a chair. Shortly "Dominic R." sales associate Walked out from back room and approached me. I explained that I wanted to trade my phone. He took my info then went to the backroom to grab the new iPhone 15promax. I've been a customer for 10+yrs and know my "jump" added service, allows me to upgrade w/ current device 50% paid off + $0down payment. Dominic had the phone against his chest, he "asked" if I wanted to added screen protector & phone case. I politely told him "no" & "I'm ok", "I just want the phone today". Dominic told me "that's messed up man...you can actually just order the phone online". This man refused service to me because I didn't want to add accessories? I asked if he was serious, and he said he is serious. As I question Dominic "why and why is it a problem I'm not getting a screen protector and/or phone case", he told me "it is a problem you're not getting the accessories". I told him I've done trade-ins and never had this happen to me. Immediately he changes his mind and tells me "do you want the phone?" As he was still holding it. I explained "No, I don't want your service now and the way you treated me" because that was disrespectful for telling me to leave and order online. I asked for his name/employee ID 3x, as he thought about it . He did give his name, as he was trying to make me walk out. Such an odd & bad experience here. Dominic R. Needs to carry himself in a professional manner and dress professionally. The lack of customer service and just "asking" not "selling" for accessories to hit his sales quota wasn't convincing. I don't think Saggy pants and smelling like marijuana is dress code policy....

False Police Report Filed Over Mishandled Trade-In — Entire Incident Personally Recorded

In August 2023, I traded in a device at this T-Mobile Experience Store. I did not receive credit for the trade-in. Over the following eight months, I made multiple attempts to follow up with the store. No resolution was provided.

I contacted T-Mobile Corporate. A corporate representative confirmed that the device had been accepted by the store but never properly submitted for processing. I was told that T-Mobile would pay off the remaining device balance and that the matter would be escalated internally.

While still on the phone with corporate, I arrived at the store. The doors were locked, and customers were being let in selectively. I identified myself and remained outside. Two store employees approached the entrance and blocked access. I was informed that I was being accused of making threats and that police had already been contacted. I did not raise my voice, issue threats, or act aggressively. I remained outside, unarmed, and on the phone with corporate.

Multiple police units responded. I remained on-site and complied fully. I was not detained, cited, or arrested. No force was used, and no charges were filed.

I personally recorded the entire incident from start to finish, including all in-store interaction, the phone conversation with corporate, and the police response. This includes audio of the employees’ statements and the complete context of my behavior. At no point was I confrontational.

As of the date of this review, I have not received confirmation of follow-up or resolution from T-Mobile regarding the...

First off I was with Sprint for about 20 years before TMobile took over and never had these issues. When I went in to add services and equipment, new lines…they were soo helpful! But now that I have issues with my service I’m being told I don’t have access to my account?? How is that possible?! I’ve been in there 3 times before and was helped. I have however been in the store and overheard other people being turned away when they go in with service or equipment issues. They are being told you need to contact Customer Care we cannot help you. And now I am in the same situation. If for security purposes they are not able to make certain changes on your account then the first step should be for them to call customer care with you in the store so that you get the issue resolved at that moment. Turning you away and telling you to call customer care yourself and then come back is not the right thing to do to...