T-Mobile — Local services in Bowie

Update: The manager, Stephen, made things right. We had a discussion via email and I ended up needing to do another drop off of a trade-in device, so I came to the store to complete it. It went without issue and I was in and out in less than 10 minutes. I appreciate that he apologized for what happened initially and that he would use that as a training opportunity for his staff.

Original review:

I had nothing but issues during my last visit to the store. After doing an online only trade-in deal I brought my old phones to the store to complete the trade-in. I walk in the door and tell them what I was there for and they told me that they couldn't accept them and that I had no choice but to mail them in. Having done the exact same trade-in process last year at this store (without issue) I knew that this was possible. Upon my insistence they "tried" to complete the trade-ins but said that their system wouldn't let them due to a shipping label being created. During the hour that I was there, they asked the manager multiple times to assist but he seemed too "busy" attaching a set of headphones to a display then quickly disappearing to the back one time. He came out another time and then quickly disappeared then the rep that was trying to help me came out and said that he was now on the phone. I also called 611 and spoke to someone who was not knowledgeable in how to do this either, so I ended up leaving. Yesterday, I contacted T-Force and explained what happened and she said that the store absolutely could have taken the phones. She offered to even call a different location to be sure that they knew how to process these so I wouldn't have to go back to this location. At the other location, I was in and out in 15 minutes doing exactly what this store failed to do. I don't necessarily fault the employees as they may not have proper training from their manager. I have been a T-Mobile customer for 18+ years and this is by far the worst experience I have ever had. I won't go back to this location anytime soon and will gladly drive further to the next closest one that gave far...

If I could rate this at zero I would. My husband and I stopped in to purchase a sprint sim card today, admittedly for tello, another phone company that operates off of the sprint network and requires a sprint sim card.

When were approached by lead retail consultant Fidelis Tasong, whose immediate body language was hostile, disinterested and unfriendly. When we asked for a summary for purchase we were met with questions as to why we needed it. We explained that my husband currently had a UK sim and needed an American one and that we were thinking of going with a company named Tello.

We were then told that we could not buy a sim card. Mr. Tasong was dismissive and rude without even attempting to be helpful. We left angry at his handling of the situation and confused. A simple online search showed that we clearly should be able to purchase a sim card at a local retail sprint store. So back inside we went. Mr. Tasong flat out put lied to us and instead of kindly explains to us that they could only provide sprint customers with a sprint sim card he lied saying we couldn't purchase. When I pushed further then came forward with the information that we were not sprint customers so therefore could not purchase.

I have worked in customer service my entire life and am absolutely appalled at his handling of the situation. This was a perfect opportunity for Mr. Tasong to attempt to convert us by explaining what makes sprint different, explaining sprints plans and offering exemplary customer service...which in today's world makes the difference between whether or not someone chooses to do business with you.

Ironically his business card says best of the best but if that's the best sprint has to offer I wouldn't ever think of bringing my business to sprint and certainly not to Mr. Tasong, worst of the worst is more like it. I will make sure any friends and acquaintances inquiring about sprint know how utterly horribly we...

Avoid, not worth your time. Came here mid afternoon. Two people waiting, one person being helped, andtwo employees just sitting around. They didn't acknowledge me entering, did not offer to help, no mention that it would be a minute. I looked around, checked out a phone or two and waited to see if the two having a discussion on restaurants in the town center would assist the guy sitting there or do anything. When they did not I left. There are a lot of stores nearby. Just visit another one. Update I went back, and feel my initial assessment is accurate. I did get assistance after a long wait. There were 2 people being helped when I came in. Someone drifted in from the back, and answered my question, kind of. I want the stores to succeed, and it is clear T-Mobile corporate wants to move everything to T-Life. Experiences like this, do not...