T-Mobile Experience Store — Local services in Aurora

As a business owner of 20+ years in this city of Aurora, CO. I find it difficult to leave negative reviews of other businesses. I give people and companies the benefit of the doubt in most situations, we are all human and in many cases new hires make reasonable mistakes and/or are in need of more training. This situation was so beyond human and reasonable I have to share my story and hope that the truth and justice will prevail. After being a loyal T-Mobile customer for 24 years I must warn other customers about the store on Cedar Ave. in Aurora. I went into the store alone to upgrade my husbands 256 gig cell phone to a newer model with faster service. The young man who helped me sold me a phone with less memory. Before we began the transaction I communicated that I needed the same amount of memory or more but definitely not less. He gave me a salesmen’s pitch that because I had sufficient cloud storage I didn’t need a cellphone with 256 gig’s. I told him we run a business with our phones and there was a reason we had that many gigs to begin with. My husband joined me in the store and said that phone wouldn’t work and the young man swapped the transaction for a better phone but gave my husband the same speech that we didn’t need more gigs. We purchased the phone and once all of the data transferred, before the return warranty expired, the phone flashed an error message “Your phone doesn’t have enough memory.” And then it crashed. My husband went back into the store and was being given decent customer service when a different associate intruded into their conversation - “He is going to have to pay a restocking fee!” This was rude and insensitive and not taking into consideration the details of the situation and so my husband called her on it, told her he wasn’t talking to her and then resumed his original conversation with the professional acting associate. Two weeks later I receive a call from T-Mobile’s legal department saying that my husband threatened to beat someone up in the store and that he is not welcome back in that store. My first response was “Please watch and listen to that video tape because that will prove that that never happened!” For the employee in the store to be that vindictive as to lie on a customer trying to resolve a problem that the store caused by being uninformed or dishonest out of desperation to make a sale, or sheer laziness, or whatever it was - was one thing, a terrible thing, but then to call the corporate office and for that corporate office to then call the customer before they’ve verified the accusation was even true is beyond bad customer service. I should have known during the initial transaction and the extensive time I spent with the original sells guy who was unprofessional and wouldn’t look me in the eye that this was going to be bad; but I never would have...

To Whom it May Concern, I would like to express my deepest gratitude at some amazing service I received by Jorge, Mark and Maria at this store located on Alameda and i225. I am not going to lie, I do not particularly like sprint as a service. The other day I came into the store to get a new phone and Jorge turned my not so happy attitude right around with extraordinary customer service. I received an IPhone 7 plus and came in the next day to express that I changed my mind and wanted the 8 plus. This is where Mark came into play. I listened to him speak with multiple customers in line in front of me with great customer service. He then helped me get a new phone and was wonderful to work with. This request took a very long time to process. He then let Maria finish my transaction and if I may say... what a wonderful supervisor she is! My experience went from ok, to extraordinary. Not many people give back good feedback so I am happy to express this with you all. Thank you so much Jorge, Mark and Maria for being kind and complimentary. I will definitely be coming back to this store and recommending it to my friends. Thank you again. Please feel free to contact me with any questions you may have. I am happy to reply! All of these people listed need raises....

Purchased a phone , they didn't have any cases for it or for almust all the phone's but for few top end ones ,as the screen cracked that same evening , the salesman said I didn't know how to take care of my devices and he never ever had a screen break before , told me the extra service warranty if I had purchased it would have protected the screen from crack's , I personally don't think for one minute that buying there extra warranty would protect the phone from damage , it might get it fixed but certainly not prevent it from happening but what do I know according to salesman I don,t . My experience will not be repeated at the Sprint store as I went to Verizon soon after the insults from the Sprint salesman , Verizon provided me with complete respect as well making sure the devices had protection before I left absolutely the opposite of Sprint . That's my experience for what it's worth that's all I...