T-Mobile — Local services in Bartow

I understand we are in a pandemic but in polk county it is not mask mandate to wear one ! When I walked mind you i thought I was just there to pick up a phone that was sent as a replacement I didn't have my mask my apologies I forgot. when Jamal the store manager meets me in the middle of the store I tell im just here to grab a phone replacement was um ok well we require mask in this store . Now mind you I find this very weird becuase I work for restaurant and yes we wear are mask but if customer dnt have we still serve them . After I run back and grab my mask I go inside I go up there to bring the phone starts dealing with then passes to a women named Ashley and she proceeds to check my phone and what knot she tells me there is a processing fee to get the warrenty replacement. I explained I was not informed of the fee is there another way ! They tell me to call *611 and see if they can waive it or credit so I can get the phone. Finally when I get in phone with customer service I tell her what going on she asked to speak with the representative she takes phone and tell the customer service there no way she needs to process the payment to get phone. Then customer service ask to speak to store manager mind they was not 6 feet apart at the time. She hold up and he has her repeat the question he say no I won't waive it and I dont have the authority to do as such no problem I get thr phone the lady tell me to hold on were going to figure something out. She gets back on the phone and tell she is sorry they can't do nothing for me. I said okay no worries I understand. As customer I dont understand as warrenty it should be free I have insurance on the phone. I just don't understand I been with you guys 3 years and you can't waive 5.35 fee specially since it was confirmed i was not told. After leaving the store tmobile call me back they will be shipping the phone to my address for free and will waiving the processing fee and shipping and return fee thank you tmobile for understanding that in times like this it's important that people need there devices and not everyone has extra money at this current moment. Thank you tmobile for calling me back and taking care of my needs. This store needs to learn professionalism and how to treat long...

Bought a glass screen protector from this store at approx noon on Dec 31/19, manager put it on for me. Late afternoon a good sized bubble appeared at bottom of screen due to a visible fleck of something. Called store when I got back home, closed early for New Year’s Eve, understandable. Started calling the store the next day at 9am, finally reached someone after 5 attempts at 2pm. They are refusing to replace the $40 screen protector, as they say I should have brought it back yesterday. Female employee says if it was their fault the bubble would have appeared immediately, so it’s my fault. Employee also stated if I’d brought it back yesterday they would have replaced it no charge...if they hadn’t closed early for New Year’s Eve I would have been able to get back to the store yesterday and had it replaced no charge. So again...my fault that they closed early?? Not pleased at all with my experience at this store or with...

I’d be careful and get everything in writing and not trust anything they say because I’ve been overcharged on my bill for 5 months in a row paying for a phone that I’ve already fully paid for the store has confirmed it customer support has confirmed it but here we are again another month no reimbursement of my money and inconvenience of being overcharged every month and trying to have me double pay for a phone. I’ve called, went in person, and messaged so many times these last few months and they said it was resolved last month but it was a lie again because I keep getting told oh at first it was 2-3 billing cycles it’ll change then it was next month then oh next month it should change its outrageous and the store manager at this Bartow store is the one who hooked me up in my plan and phones so not like it was just some new guys mistake it was the manager or supervisor of the...