T-Mobile Authorized Retailer — Local services in Beloit

If I could give zero stars, I would. I visited the T-Mobile store in Beloit, WI, after having issues with their online chat feature, looking for help with a phone replacement covered under my insurance. Even after acknowledging that I’ve been a loyal customer for over 20 years, the staff gave me terrible advice—claiming the only way to walk out with a “free” phone was to change my plan and add two new lines. Completely misleading. Thankfully, I walked out and called T-Mobile directly. Within minutes, they confirmed I only needed to pay my $100 deductible to have my phone shipped to me—no plan changes, no added lines. This store clearly doesn’t prioritize customer loyalty or honest service. T-Mobile, do better.

In regards to your unfinished response to provide better service in the (I assume future), what your store has shown me is that I can no longer go into a store anymore as it is not in your best interest to assist your customers unless they are a new client looking for new phone and new service. After hearing my explanation of what I went through, you did not try to help me, you were only focused on making a sale. Thank you for being honest in telling me that if you were to help me use my insurance, the store would have taken a hit. But turning around and trying to sell me a new plan and add 2 new lines that I did not need was the message I heard loud and clear. You do not care about your customers. After my issues with TMobile chat, and then issues with your store location, I finally received proper customer service from someone over the phone overseas! This was an eye opener that even though I've been a customer for over 20 years, maybe it's time to find a new service provider. I really hope you learn from this lesson and do better for your customer base so no one else experiences what I...

If I could give a zero star I would. We upgraded to iPhone s max in July come October 7th they charged us an extra 263 (totaled 393) for “ non returned device” which we returned the device the same time we upgraded. So they traced the device down realizing oh we do have this device in our warehouse so instead of putting the money where they got it from they gave “store credit” that only goes towards future phone bills for THEIR mistake. It is now October 17th (10 days later) they charged us AGAIN 130 for our bill so called customer service and they couldn’t answer of why this mistake happened. And would not give us cooperates number. The man stated this is for next months bill. So your charging us 2 months of phone services in one month PLUS and extra 263 for a non returned device that was returned and your mistake. And I’m questioned why I want corporates number. This is by far the worst phone service and customer service I’ve ever experienced. Will be leaving and...

SUPER HELPFUL STAFF! [NEW customer here] those guys answered SO MANY of my stupid questions about how to operate my new phone... I'm pretty sure i was in the almost 2 hours but, they didnt mind. the cost so far has been good. [3 weeks later] service is spoty and can be frustrating when it is out FOR HOURS at a time.... that's my main compliant..SHOTTY SERVICE... I took the leap and got the phone [old version customer] AND the internet 5G [old spectrum customer] all at the same time. PROBABLY SHOULDNT HAVE. PRICE is GOOD... REALLY SUCKS when the 5g service is out... I CANT DO A DANG THING...FOR HOURS, until it comes back on. I'm seriously thinking of going back to Spectrum so at least I have SOMETHING if the phone goes out... i can just jump on wi-fi voice data... FOOD FOR THOUGHT... things to think about before you...