T-Mobile Authorized Retailer — Local services in Draper

Weird - TELL THE ST. MGR ABOUT THEIR AWFUL GOOGLE RATING- SUDDENLY GET A BUNCH OF 5* IN JUST 3 WKS. - I strongly caution against shopping at this store. They have no clue what they are doing and they love this term – “We are just an authorized retailer and can’t help you with that. You’ll have to call Sprint”. I stupidly thought that this was a Sprint Corporate location and decided to move 3 lines to Sprint. I went in and worked with a nice salesman named Nicholas; just because he was nice doesn’t mean he knew what he was doing. I found the plan I liked and the phones I wanted and started the switch. Two of the phones had to be ordered in so I asked “Can I get everything together and when the phones arrive make the switch all at once?” Nicholas replied “Yeah, no problem.” I got up to the register with the phone I wanted and Nicholas was having a hard time creating me an account with Sprint – an hour and a half hard time. Once he got everything ready he said “We do need to port over the number for the phone we have in store before we can do anything else”, to that I replied “You just told me we can wait and do it all at once”. “Oh no, we have to port over this number to even start anything”. Stupidly I proceeded. I went ahead and paid the tax on my phone and he told me the other two would be there in 3-5 days. I also was told I would receive an email with the receipt, which I never received. The next evening he called me and informed me that he had forgot to charge me the tax on the other two phones he was ordering and couldn’t order them until I paid the taxes. He also said that since it was his mistake his store manager had authorized overnighting the phones. Stupidly I proceeded - again. I didn’t hear from the store the next day or the next so I called three days later and talked to a young lady who informed me that possibly due to the weather the phones hadn’t arrived. This was the first time no effort was made to track down the phones. Also, it had only snowed an inch. The next day I called and talked to Nathan. This was the second time I was told that maybe due to the weather the phones were delayed, but no check was made. He was one of the rudest individuals I have ever talked to and needs to get a job not working with customers. He is mouthy and inconsiderate. 5 days after the “overnighting of the phones” I texted Nicholas. He again said that he definitely placed the order and that it was Sprint’s fault. I asked for the Store Manager’s name and Number and received no response. On day number 7 I went back in to cancel my service where to no surprise the young lady working didn’t know how to do this. The other person working assisted, but didn’t know what to do about the phones in shipping. “We are just an authorized retailer, you will have to call Sprint”. I had the guy check my email to find that Nicholas had entered it wrong! I got on the phone with Sprint for over an hour to find that UPS had the phones, but didn’t know where to deliver them BECAUSE THE STORES SHIPPING ADDRESS WAS WRONG! Had one of the three people I talked to checked, this the issue could have been resolved in 15 minutes. There was no effort made to take care of the customer. I have spent over 6 hours on the phone With Sprint and 2 hours at the store trying to get this resolved. I found a big part of the delay is that the store had not entered the returns in some system and the rep from Sprint had to call and talk to the store manager, Mike, 5 times before it was done correctly. After 5 weeks and 7-9 hours of legwork on my part I finally got the phones off my account and my billing issues almost resolved. I still have not been refunded taxes - “We can’t do anything here in the store, this has to be done by Sprint.” 7 weeks later my return is still hanging over my head - no refund of $100 in taxes. ST. MGR COMMENTS - IT WAS NOT WEATHER IT WAS THE WRONG ADDRESS. HE ALSO OFFERED ME A $100 IN STORE CREDIT TO REMOVE THIS REVIEW -...

It was time to upgrade phones for the family. Was with Verizon for nearly two decades, jumped ship to AT&T when they first offered the iPhone in 2011. Been with them since and bundled DirecTV. Happy aside from their pricing. Constantly creeps up and up. Countless calls resulted in occasional discounts but I was clearly losing that battle.

Went in for my upgrades Saturday. It was going to cost me an additional $40/month and the reps suggested to switch to another carrier for a better deal. I went to Verizon 😕 they were going to give me what I already had with AT&T for an additional $50/month. Dejected, my three daughters and I walked outside only to notice a Sprint store across the way.

Billy greeted us and promptly turned us over to Ervin. Four lines, four phones, four screen protectors and four cases later, we were out the door and on our way saving about $40/month. That price jumps up to where I was with AT&T in 12 months but at that point I can walk away to a better plan once I return the phones.

The phones were exactly what we wanted, the service was exceptional and there were two options that I could use to pay off what I owed at AT&T. Unlimited calling, texting and data. Not sure how well the network coverage is but I'm not too concerned whatsoever.

I was really impressed with Ervin. Super nice, super thorough and very knowledgeable. Also, the guy is a skilled surgeon with putting on screen protectors! Another female employee was there and actually went out of her way to bring over a couple of cases that she thought we might like that had just arrived. We really couldn't be happier!

I'll try to remember to update this review in a year's time. I hope I'll be just as happy then...

This store has only ever been a good experience (The location, not T-Mobile itself. Still pissed at T-Mobile). Long story short, I wanted to try the Internet option and see how it went (this was on 05/13). Parker helped get me setup, explain that it was a FREE trial for 14/15 days (Memorial Day Weekend) and to return it for no charge within that time period. Well T-Mobile tried to charge me the full cost for the thing. So I came back on 05/20, spoke with Parker, returned the box (I live on the Utah benches so service wasn't fantastic) and he credited the amount that T-Mobile was trying to charge. He explained that I would need to call T-Mobile to cancel the line, which I attempted (emphasis on ATTEMPTED) but the rep just kept saying "buyers remorse" which I would understand IF I ACTUALLY KEPT THE DEVICE. So I get a text today about the home Internet, zipped over and spoke with Abby (phenomenal employee!) and she was calming, sympathetic/empathetic to my situation, and walked me through how to call T-Mobile to cancel the line, even standing with me while on speaker with them. It might be confusing how I'm describing this love/hate relationship but this store and those two employees are the ONLY reasons I'm staying with T-Mobile, otherwise I'd of punted the service in a heartbeat after...