T-Mobile Experience Store — Local services in Arlington

This has to be one of the most unorganized/unhelpful stores I have ever been to. I got the next pixel 3xl last Thursday (10/18/18) after putting my sim card in and calling sprint they informed me I needed a new sim. If the customer rep on phone ordered it there would be a $10 cost but if I go to this store it's free.

I go into the store 10/19 and after explaining for 10 minutes that I wasn't trying to buy a pixel phone from Sprint but instead get a SIM card they finally said that they do not have any SIM cards. They took my information down and said that they would follow up with me on Sunday about the SIM card. No one did (Strike one)

When I call them on Monday to inform them that no one followed up with me on Sunday they didn't inform me that they expected a shipment on Tuesday and will let me know if any SIM cards came. if you guessed it they did not follow up with me you are correct (strike two)

I go to the store again today to follow up with them about not following up with me on Sunday or Tuesday and wondering if they have SIM cards. after again explaining my full ordeal the young lady took forever to even figure out what I wanted. when I finally requested a manager he simply told me that they do not have the SIM cards and they don't know when they're going to come because it's a new phone. (Stike three)

I called Sprint customer service and got a SIM card sent to me for $2.99 due to all the hassle in effort I put forward just to get a SIM card to activate on their Network. Sprint service is horrible and the store is...

I really, really owe this wonderful store a review!! A couple of months ago I switched out my phone and jumped over to T-Mobile, and was lucky to find these amazing people who educated me on equipment options, and really were there for me every step of the way! Because there were some problems with the phone itself (factory defect, NOT because of this store :) ) this team went out of their way to help me quickly and easily, and I got the sense they'd be there for me anytime if I need, moving forward.

And they also stand by their word. It's a rare thing to feel supported for the longterm nowadays when it comes to customer service and these incredible people are such a blessing! A HUGE shout out to Ricardo (the fantastic manager), to the amazing Brandon and Alan who both sat with me very patiently numerous times, and to Danny, Kim, and Sergio who I've also had the pleasure of spending time with in my most recent visit. You guys are the best, and I'm so glad I found you - what a team! Thank you for everything! :) Highly,...

Stay away from this "experience store" I came in to buy a new iPhone 16 pro max, and their rep sold me the wrong iPhone (iPhone 16), which came out cheaper. I had to come in to rectify this (with the Pro Max in hand), which was fine, but in the process they eliminated the credit that was applied to the phone from my trade in and applied it to my bill instead.

That would be fine for most people, but my phone bill is covered by my employer, so I tried to reach out to this store to try to get the credit reapplied correctly and their district manager leadership ignored it. So thanks to their mishap, I got to save my employer money while I have to cover the higher bill cost out of pocket. I gave their team multiple months to rectify before posting this.

This is supposed to be an experience store but the whole process was approached as if it was an authorized retailer. Drive further to another...