T-Mobile Experience Store — Local services in Dallas

My husband and I opened a joint account at this location in March 2023, intending to transfer his Verizon line and my line from a family T-Mobile plan. Unfortunately, our experience has been nothing but hours spent dealing with ongoing issues, poor customer service and T-Mobile going back on their word.

Account Setup (March 2023):

• We were informed about a trade-in promotion for the latest iPhone and a “3rd line for free” offer. • We opened the account with these promotions, transferred my husband’s line, ordered the iPhones and some accessories, and I later called to transfer my line as we were told they could not do this in-store as my line was on a current T-Mobile account.

Billing Issues (April 2024):

• We noticed charges for the 3rd line ($40) every month from May 2023 - current date. • We contacted T-Mobile support via chat and spoke on the phone with supervisor on April 17th. The chat rep and supervisor confirmed the promotion wasn’t applied and promised a $440 credit and correct billing moving forward.

Ongoing Issues (May 2024 - July 2024):

• On May 5th, our bill remained unchanged, and no credit was applied. Another supervisor found that not only was the “3rd line for free” not applied, but part of the trade-in promo wasn’t either. We were promised both to be credited and bill be corrected go forward. The trade-in promo credit was resolved and applied the following month. • On July 5th, contacted again as we were charged incorrectly again for June and July. We called and got disconnected from a supervisor, with no callback received. • On July 12th, after speaking with two supervisors, we were told we never qualified for the “3rd line for free” offer. They offered a refund for two months of the 3rd line as “good-will,” despite our chat records and phone recordings that we were promised a refund for each month we were billed and correct billing move forward. We asked for the 3rd line to be cancelled and were told it would go into effect on July 14th (we found the following day that this was not done either.) • On July 13th, we visited the location and received a similar response. Additionally, we found out that the screen protectors we purchased were never entered into the system, so we can’t access their lifetime warranty.

We have been overcharged $40 per month from May 2023 - July 2024, totaling $600. T-Mobile has gone back on multiple of their employees word of credit for months billed and bill to be corrected move forward and line not being canceled after being told it was canceled over the phone...

This was the absolute worst tmobile store I've ever been to. I do not at all recommend anyone to visit this location. The associates were lazy. I have to figure out how to set my own phone up how to put my own outter box on. I had to ask how to insert my sim and md card. I just received the new Samsung10 and literally was lost because I was told by an associate last week when I preordered the phone that it would come with the Samsung earbuds. When I brought it up the associate who asks for your name says... you have to call tmobile. Ma'am I'm at tmobile... is this not your job or at least apart of customer service? These employees were so attentive to a man who bought a huge JBL speaker than helping a customer whose purchased 3 new phones. I literally am frustrated because I've already gave my business to tmobile to be treated so poorly. I need to set an extra line up on my phone. The lady took my name and literally walked to the back... I stood there oddly for about 10 minutes and left. No one wanted to make eye contact but I'd look up and the employees were literally starring at me. Distasteful disrespectful. Never...

Terrible Customer Care! I am eligible for an upgrade & went in store to inquire. They said the promotional iPhone upgrade req’d a new line but this is false. I left the store. I verified the promotion again & called this store since the 1-800 number hung up on me after waiting for 50mins on hold. I told the sales person over the phone that I wanted an iPhone mini. He asked me to come in AGAIN & check out my phone’s trade in value & get the promotion. When I got back to the store (for the 2nd time) a different sales associate said the same thing about having to add a new line. After speaking with her she managed to “find” the promotion I was talking about. I agreed to the upgrade. She went to the stock room & came back saying that ALL iPhone minis were out of stock. This is awful customer service. The person that answered the phone should’ve check to make sure the item was in stock. Especially since I told him I had already been there before. They don’t believe in customer service at...