T-Mobile Authorized Retailer — Local services in Bristol

This store has the worst customer service I've ever experienced. After waiting 2 days after delivery for my warranty replacement that the store "lost" (it was in store and somehow they couldn't find it) I was told that they couldn't process my claim because the phone has to be shipped to my home address. However, according to 611, the store manager claimed the screen was damaged despite me never having been informed of any physical issue with the device. 611 also informed me that no one in this store is qualified to inspect faulty devices for warranty claims, which makes no sense considering the replacement device was sent there specifically for that purpose. A separate device is now on back order to the west farms location, not my home address, because apparently that location has actually been staffed with competent employees who know how to do their jobs... back order, even though bristol literally has one in stock intended for me. Nope, has to be shipped smh. Nothing I have been told has been consistent, nor have they been in any way helpful. I am now stuck leaving for vacation without a working cell phone because, despite having done everything I've been asked on my end for the past 6 days to replace my device, t-mobile doesn't know how to train their employees for warranty claims. I never thought I'd regret leaving Verizon but t-mobile proved me wrong in just over 2 months. Very disappointed with the lack of care displayed

Update: 10 days later and I finally have a new device. The West Farms mall location is terrific. Angelina was extremely helpful and restored my faith in T-mobile. Avoid the Bristol, ct location like the plague, but if you do go there, I'd recommend speaking only with Steph as all of the other employees are incompetent at best. The store manager is lazy and an absolute liar. I waited an extra week for a device because he was too lazy to do a warranty swap and then lied to corporate by saying the phone screen had been damaged. Angelina at west farms saw no damage to the phone and had no issues completing...

This place is an absolute nightmare! Worse customer service I have ever experienced in years. I was simply trying to make a switch with my wireless provider from At&T to t-mobile and they literally made me jump through hoops to do it! I had to track them down day after day to follow up on the process for unlocking my phone and I swear if I wasn't as persistent as I am a year would have gone by without me making the switch. I must have come to the store over 4 times during this process and every time I came these two bearded twins dudes would either not be there to help or they would be too busy doing other things and have me and my wife waiting on them. They were always nowhere to be found. The last straw that broke the camels back was the last time I was in this store with my wife waiting to finalize my transition to t-mobile, I called the store before hand and asked to make sure one of the bearded twins would be in when I come and they said yes. Unfortunately that wasn't the case and when I showed up they had me waiting and waiting. When the manager finally showed up and says Ill be with you guys in a second and he walks in the back room and has me and my wife standing there like idiots! We wait for another 20 minutes before I decide we had enough. Before I left the store I let the staff have a piece of my mind and I proceed to the t-mobile in the Waterbury mall where I am proud to say that I received the best customer service ever from 2 very helpful young ladies who helped me complete the transition process very easily and fast. I was extremely satisfied! I would recommend to anyone who is looking for help if you want the best customer service go to the Waterbury mall t-mobile! They are very professional and extremely tentative and helpful! DO NOT going to the Bristol t-mobile! They are the...

I bought a new phone here a few months ago. I knew what phone I wanted, and reviewed the receipt thoroughly before signing and paying. The person I worked with did not ask me about adding a protection plan, and I would have declined if asked. However, the next day, I receive a text from T-mobile about the protection plan added to my device. I then receive a call from my mother telling me that the protection plan was also added to my father's device. To be clear, this was not shown on the receipt I signed, my husband and I have no memory of being asked about this protection plan, and my father's phone is over 3yrs old and was not with us when purchasing. We spent a few hours on the phone with T-mobile to remove this protection plan. This felt intentional, and I have no idea if this person is still employed at this store, but if they do, I hope they were disciplined and retrained. Adding an expense without a customer's consent is called cramming. T Mobile got in trouble with the FTC for this back in 2014, and a cursory google search shows this still happening to other consumers. I'm disturbed to read that another customer at this same T Mobile store also had a protection plan added to their account without their consent around the same time this happened to me. If you make a purchase at a T Mobile store, please review your account thoroughly to ensure no unwanted charges were added. To top this off, the phone sold to me was a lemon, and I recently replaced the phone through the 1 year warranty (shout out to 815 Farmington Ave T-mobile for a positive experience!). I understand that the phone being defective was not necessarily the store's fault, but it was the icing on the cake for an unnecessarily difficult and time...