T-Mobile Experience Store — Local services in Aurora Township

One of the worst experiences I have had with any customer service ever. Integrity is important to me. I've been a sprint customer for over a decade and have had pretty positive interactions with people. I've worked the last 17 years of my life doing customer service and am usually very patient with people as you never know what kind of day they've had....

But I came in a few days before Black Friday.. Having a Note 4 and obviously given up on the Note 7 I was looking for a replacement. The sales rep talked about the LG V20. As I was looking it over she showed me the binder with the promotion of buying a LG V20 and getting a LG 43" 4K TV for free. I asked her if I bought a few days before if that would be an issue. She said absolutely not. I even offered to come back on Black Friday if that would make it easier and she said that would not be necessary. She was so thirsty for the sale, she made false promises.

During Black Friday I called and she gave me the website to fill out for the offer. I was denied. I sent 2 e-mails and left a message on the phone number provided. No call back, just a generic e-mail back.

So I went to the store 13 days after purchase to see what they could do to make it right. No dialogue, the Manager immediately told the sales rep in front of me, not talking to me "just return the phone". Never once did he apologize. The sales rep did look sorry, but no one said anything. The closest I was given to an apology was "We can't do anything, I called the DM earlier today and we can't. Another store did the same thing".

That just tells me someone else were sold false information due to people being all about the sale. I always thought growth of stores were gained through making positive experiences to stimulate growth over time. I asked if I could at least get my activation fee waved and it was an apathetic, "no". (Still no apology)

I left aggravated and called sprint. Trying to do their best they did credit the activation fee and listened...But nothing other than the activation fee waved was accomplished in 45 minutes.

I am happy I get to be the second review on google. Please don't go to this store. While Verizon's network is better (I have a verizon work phone) in the major city it is comparable for lower rates and actual unlimited data. While I may try and bounce to another carrier, I am not sure....

But DO NOT GO TO THIS STORE. LIES WITH NO REMORSE AND NO ACTIONS TAKEN TO HELP THE CUSTOMER. Yes, all caps means I'm yelling. #lame just...

I called to swapnout a watch, they told me they had it and I could come in. I go all the way there for them to tell me a restocking fee and then tell me there was no way they could do it because they didn't have codes That was the last day it could be exchanged. They go to the back to supposedly call a manager, left me at the counter for like 20 minutes. Finally comes back and says they exhausted all the options and I would have to come back the next day. I said that leaving a customer at a counter for 20 minutes was unprofessional. He turned and said what do think I was doing back there nothing. I left, went to the original tmobile and they returned the watch No restocking fee and ordered me a new one. I will never go back to this tmobile on lake...

After a long week of traveling, I broke my phone and initially went to another T-Mobile location that wasn't helpful. Thankfully, I ended up at this location where Luis Ayala and Fernando Guzman provided exceptional service. Even though our issue wasn’t resolved (through no fault of theirs), they took the time to work on it and provided us with better options. Their dedication and passion for their work were evident, treating us with utmost respect and care. These guys are a perfect 10 out of 10 for customer service. Every employee welcomed us with a smile, but Luis and Fernando stood out. Whenever I'm in Chicago and need help, I know exactly where to go. T-Mobile should definitely send their employees here...