T-Mobile — Local services in Casselberry

Update 5.28.2024

So, obviously, staff moves locations. As I sit here getting frustrated because the person who set up my trade-in for a new line didn't do it properly (supposedly), I have to return when they are working. The manager Josh (not the Josh listed below in my other review) can not help me! He's the manager! Instead, he hides in the back room where the office is. There is a German customer here asking for various types of help and I here Josh tell the customer it's up to the stores perogative to give him a charging cord, and he can't give him one! This store is going downhill quickly!

Update 3.12.2023

As expected, it was amazing customer service from Josh! I upgraded my phone and plan. Josh explained the pros and cons of the 2 phones I was considering. I always have good experiences at this location. Occasionally, the wait can be a pain, but that's what happens when the customer service is above and beyond! Thanks again, Josh. I love my Samsung S23!

Aaron was an excellent help this evening. They only had 2 agents working, but they were quick with servicing their customers. I always come to this location even though there is a T-Mobile .25 miles from my home. I wish I knew everyone's name in the store to give them all a shout-out, but the entire staff have always gone above and beyond to help me. T-Mobile also gets a lot of love from me because whenever I travel internationally, T-Mobile gives me excellent service. There's no need to get another sim! Thanks again, Aaron, for your help tonight, and thank you, T-Mobile, for being so awesome! Oh, by the way I went in tonight to payoff equipment and purchase the new iPhone 8 plus Product...

Update Went back last weekend (October 2022) unfortunately Ann wasn’t working and nobody with some decent customer service was working Sunday 10/09. The first person who spoke to us (female-half shaved hair in the bottom- glasses and no name tag) “greeted” us. Definitely her greeting sounded more like an inconvenience. The store was empty, just her an another rep. No customers. We mentioned we wanted to upgrade our phones to the IPhone 14 and she asked which colors bc most of them where back order (that was never our concern) then she directed us to the wall where they were displayed. I honestly wanted to do the switch over the app but I had a few questions regarding the phone and T-Mobile Insurance. The rep didn’t walk a step to assist us and stayed on her phone. Then I approached her to tell her I had questions regarding the insurance. She didn’t even let me finish my sentence and told me to call the insurance #. I asked her to call her manager. Josh came and he also seemed bothered. Didn’t ask what happened just what we needed. I briefly mentioned the terrible assistance we just had (he didn’t say a word) and then I proceed to ask the questions I had. He had another associate helping us -Joe. We got our phones ordered. This was the worst experience on this store. We have come several times (2-3) and always had great customer service. Shame on you.

March 2022- Came in today to upgrade/trade in my IPhone and Ann was who assisted us. I appreciate her honest recommendation and will definitely be back to her for assistance. The few times we had to come to this location we have always had excellent customer service. Thanks again Ann! We’ll see you in...

My mom and I went in to get new phones, I’ve been on her plan my whole life because it’s cheaper. I was told by Chris if I got my own phone plan through T-Mobile and got off my mom’s plan, that I would get a free iPhone 16 with my plan. I made sure to ask specific questions because I’ve never had my own phone plan. Most important being do I get to keep my phone number, because I’ve only ever had one number. He said yes. He told me to get the cheapest essentials plan and I could upgrade to the higher plan in two years when a phone upgrade becomes available to get a free iPhone then. Manager Joshua offered to fix the issue and get credits on my account so the iPhone would be free, without us asking for that, we were just trying to inform them that Chris is giving false information to people. He then called back and said he spoke to his employee Chris and Chris said something different, basically calling my mother and I a liar. He said instead of getting me a free iPhone I was promised if I got my own plan , he could put me back on my mom’s phone plan and give me the original deal we were asking for. Chris shouldn’t be working at T-mobile if he doesn’t know what he’s talking about and Joshua shouldn’t not either if he’s going to tel customers he will try to do something and then basically calling back and call us liars because Chris said that’s not what happened. I have notes written down from when I was in the store!! Why would I get on my own phone plan and pay MORE money if I wasn’t told I would get a free phone? I have always gone to this store and I no longer will, horrible...