T-Mobile — Local services in Bethel Park

UPDATE: you'll see someone from the store reached out and attempted to resolve. I followed up and once again the issue remains unresolved. When we walked into this store last August to change providers we did it with the explicit intent to save money on a better plan than what we had. At the time we were really impressed with our salesperson, Sean. He was cheerful, welcoming and convinced us that for the same price as what we were currently paying, we could all three get new phones with certain deals. We caved. He also convinced us to try the wireless internet device and if it didn't work, simply return it within 2 weeks? and we'd get the deposit back. We were there for an hour and change and were pleased with the outcome...at the time. The internet device didn't work for our area so we planned to take it back the following weekend but before we could, we received a bill summary from T-Mobile stating that our monthly bill would be $30/more per month. I called T-mobile and they explained that is was for an Iphone payment. I told them I had paperwork showing that the Iphone cost us $0 on a certain deal. When they asked about the code, they said the deal "sold to us" wasn't active and I'd have to take it up with the store, because T-mobile corporate doesn't have control over what the stores sell. The following weekend we return the internet device, which is not just a matter of "simply" returning it, but completely reworking the account details. We spoke to a team member who asked Sean about the Bill summary and we were told to give it a few weeks. We gave it until our first bill. We were charged $30 more. I called T-mobile again. They told me that I could return the iphone. To which I explained, once again, I have a receipt that says we are to pay $0/month for the iphone, why should I return something that was sold to me at an incorrect price by one of their salespeople. They told me to call the store again. I did and was told the bill should even out within a month or two and with some patience, I was surprised when the bill dropped by $30 the next month. The following month, it went back up $30. I called the store once again to which they told me that the code used to sell us the free iphone "doesn't exist", was not active at the time of purchase and was told I had to talk to a manager...who was magically NEVER available. So here we are 9 months later, our bill is $30 a month more than what it was promised to be by a sales person who sold us an inactive deal. I have all the paperwork in hand saying that our phones should cost $0 and here we are paying $30/month for an iphone for the next 2?3? years ...and neither the store, nor T-Mobile corporate could seem to or...

Edit/Update 1/28/2021: If I could change my star rating to 0 stars I would. They did nothing to fix it.

I had received a call on 1/13/2021 from the store on and I forgot to write down the employees name. He said he had canceled out my original order from 1/7/2021 and reordered with the correct specs and I would have to pay when I came into the store. This was after another woman had called me from the store and said I would need to go into the store to even cancel out the order and reorder. This was two weeks ago and I called the store as I had not heard back. I found out that the correct phone was never reordered and I would need to go back into the store. I wasted 2 weeks waiting for a call that was never going to come. I had ended up speaking with the district manager on the phone Ross. This is the worst customer server experience I have ever had. Even though they offered a free screen protector and case for each phone it doesn't make up for the frustration and lost time. If you are in the market for another phone, then I recommend at least a different store or even a different company as this one doesn't seem to care and is extremely disorganized.

Original post:

Went into the Former Sprint store that is now a T-Mobile. During being helped the employee was on the other line with someone else. They ordered the wrong phone and I had to wait for it to come in and then they would have to send it back and order a new one. During this process they also would not even look at my current phone to evaluate for a trade in and I had to pay full price. My current phone is 18 months old without any cracks or scratches on the screen. I felt like the phone calls were more important to them then my sale and providing good customer service. I felt completely dismissed by the employee and would recommend going to another location. I was also the only customer in the store with two...

My first experience at this store was great, the guy was super nice and helpful when switching my plan and starting my order. However i forgot to sign the email for my order and it got canceled (which the guy totally told me not to forget to sign it but I still did. Oops). So I had to go back to the store to place the order again. This guy the second time was terrible. He was weird which is fine. I can handle awkward conversation. But he was also distracted, goofing off the entire time we were redoing my order. I assume he was sober but it was quite literally like the sporadic behavior of someone slightly drunk. And hey I’m a 22 year old who has worked retail for years, have fun at work fr. Retail sucks. I get it. But when you’re so distracted that you mess up my order and send it to the wrong address when i specifically told you I had different shipping and billing addresses, that is ridiculous. If my phone is shipped to that address I will never get it. Period. So now I have to try to fix all this and I’m pretty livid tbh. (Everyone else at T mobile has been great to me. This is specifically at the tall, skinny guy at the south...