T-Mobile Authorized Retailer — Local services in Barrington Township

I had a terrible experience with the Hoffman estates Tmobile and wanted to share as soon as possible to warn others from going into this store. I went to the store with the intention to get my kids nord100 phone fixed. I was convinced they cannot be fixed but offered a plan with 5 lines that would get them two free phones and an Iphone13 upgrade for NO COST . Once we started the process they noticed we were on sprint plan and had to be migrated to tmobile . I was charged $90 dollars for the migration which should have been free . Later they told me I had to pay $250 for the down payment towards Iphone 13 upgrade which will be credited eventually.This was another RED FLAG. Since the service was already disconnected I couldn't argue or consult anyone reluctantly paid for it . I was hesitant about my choice so asked about return policy .Aaron said I can return the equipment within 14 days free of charge to their store. After coming back home discussed with my husband and we did the math. Clearly it was a fraud . The phone was not being upgraded for free. They were give me crediting me the 250 I paid upfront and 550 which made no sense.Its a scam because they tell you your phone is worth 800 so you would get it for free but in reality they credit you only 550 because the 250 is what you paid upfront. I went next day to return the phone but the store manager Jasmin refused to take the phone back and refund .On the Tmobile site according to the return policy customers can return the equipment at the store they purchased within 14 days of purchase.I have called the Tmobile care and escalated the issue . Both Aaron and Jasmin are frauds so I request everyone to stay away from the store and read and understand all the terms and conditions before signing the documents for the new contract or plan. Its been a painful to be on call with Tmobile customer care to explain this situation .I have had the most dishonest and rude customer care from Jasmine and Aaron . BEWARE!

How do I escalate this further in order for the franchisee owner to be aware of...

Imagine in the midst of mourning the lost of a loved one having to carry out their business of closing accounts and disconnecting services only to find the most inefficient, inept, non-caring people to breathe air working at Tmobile. Not only did I have to call multiple times to cancel service to be told that I have to wait 10 business days to receive a call back,(sounds like a billing scam to me) I also went into this location twice and each time was subpar service. Since I couldn't get anyone to actually call me back, I thought that returning the modem would help to cancel services.....only to be met by a snot of a woman tell me she could not accept the return because the power cord was not included in my return, "it's not worth getting written up for it." Ha. How about this: "I apologize that we did not contact you as promised and you have been at this for 2 months and counting. Let me get this taken care of for you. I will check with the manager on how to best return this device as our protocol requires the cord to be returned as well." Boom! Add me to your payroll.-Here you acknowledge that my frustration was with you not holding your end of the bargain, and hey check this out...problem solving skills come into play now....you get to use your brain to source out HOW to best assist a customer. This location is probably great if you will be a new customer because they focus on sales of new customers not current customers. Let's not forget I was not even greeted when I walked in the door and it wasn't until this snot overheard me and another customer talking about leaving that prompted her to even acknowledge we were there. Soooooo guess what happened....even after I said: "so you won't accept the modem because its missing the power cord? This is technology, in 3-6 months a newer model will be out so you won't take this modem which is the most costly between the two?" Welp...the modem is in the trash outside of this store. Do...

I went with my dad to replace his cell phone today and the experience I had was very uncomfortable. There was a young kid with bleached tips working along with someone who I believe was a manager. Tried to convince my dad to lease a new phone but my dad wanted to buy a phone in cash. As soon as he told the young man that he seemed uninterested in helping us. The manager helped at first and according to what they were saying right in front of me, he pretty much made him finish helping us like it was a chore and not his job. The entire time the kid seemed like he wanted to be done with us so he could do something else. I wont explain the entire encounter bc itd be too long. My dad asked his info be transferred to the new phone and he was tapping on the table and saying "come on" or "let's go" while the information was being transferred making it very clear he didn't want to be there. it took less than 10 mins. I also have tmobile on another acct and Now I know next time I will definitely go to a different location. The only reason why I said nothing was because my father asked me not to. But honestly I should've. Might've given him a lesson in humility to be called out...