T-Mobile — Local services in Buffalo

Had a horrible experience at this location. I went in to pick a replacement phone because there was a solid black line down the middle of my device when I arrived i was told by Francisco they couldn't take my phone back because it wasn't covered under the warranty, he said it had to process it through the insurance because it was physical damage. I didn't understand seeing that I opened my phone one morning and the line was there. After going back and forth with the manager I left called Tmobile and they sent the device to my home. Once I received the refurbished phone I saw a green line across the top of the next phone so once again I called Tmobile they sent a new device to the store . Upon arriving Francisco was the only associate not working with anyone I told him I was there to pick up a replacement phone he looked at my phone asked for my I.D and went in the back to get the phone came out after about 10 minutes and said again he could not give me the phone he sat down and started looking at his tablet once again I called Tmobile and let him speak to the representative. As we are waiting a very rude young lady started making comments about the phone and the damage she thought was on the phone. She even questioned me about laughing at the situation as if I were laughing at her. After speaking with the representative I got on the phone, I was on the phone for about 2 hours the representative called the store and put me on 3 way to ask Francisco why he didn't release the phone. He said I should of never received the first phone and that they were wasting company money. I've been with Tmobile for19 years and you hear him say that was such an insult. He went on to say I damaged the phone when it came out the box that way. Need less to say the representative sent me a new phone to a different location and to my surprise they upgraded me to a ZFOLD 6at no extra charge. We also purchased a Harman Kardon speaker and Tmobile internet while there. I really felt like Francisco took this situation personal and as a result I was definitely treated with disrespect. Every situation is not about money you should really treat your customers with more respect and stop assuming it's really not a good look for...

I visited this location due to my flip4 getting sticky opening and closing. I informed Tony that I believed it would cause screen damage if I tried to force my phone all the way open. After multiple excuses on why he couldn't help me and reviewing policies and Tony going back and forth having to ask his manager at least 4 times, we were finally going to do a warranty exchange. Tony came back out again and wanted to see my phone and forced it open, causing screen damage like I thought it would. It no longer qualified for the warranty exchange. He broke my phone and I was just SOL. When I asked to speak to the manager, Tony said he was busy "doing manager stuff." Devin eventually came out and was just as worthless. I was about to switch to Verizon after 21 years of having tmobile until I walked into the Monticello location. Faith and Lucas in Monticello were amazing!! They helped me add lines so I got $800 off a new phone, my husband got a new phone for free, we purchased a watch, router and phone accessories! Don't waste your time at Buffalo!! Go say hello to Faith and Lucas, they would be happy...

My husband and I switched to T-Mobile on a Friday afternoon. The Manager was super helpful and helpful. He passed us along to Francisco to finish up transferring stuff from our old phones to the new ones. He didn't talk to us, constantly on his phone and completely rude behavior. Once we were all set he just said ok good to go and walked away. Like I'm ok thanks. That following Tuesday my new phone locked up out of no where. I called and talked to the manager about this issue and he said it can happen and to bring my phone in and see what they can do. Of course i got Fransisco again.. He told me " it was my fault, i set a pin to lock my phone" which I didn't. He was rude and blaming me for my phone being locked. He went in the back to talk to the manager and he came back saying yeah the manager said phones like mine could lock up. So we had to wipe my new phone and start over. He basically played on his phone the entire time and didn't talk to me. He's the absolute worst employee!! I refuse to go back to...