T-Mobile Experience Store — Local services in Dunwoody

Can't believe I am even giving this store a star. I am writing to you because of today's experience at Sprint Store #1604 in Perimeter Place, 127 Perimeter Center W b, Dunwoody, GA 30346.

My experience did not start off on the right foot. My cell phone was destroyed in a car accident yesterday and today I was hoping to receive proper service in replacing the damaged phone. Upon arrival, there were no more than 4 customers in the store, 1 of which was waiting for her turn. A sales associate realized I had not been helped, came over to introduce himself, then let me know he'll "be with me shortly". 1 hour later, and several more customers that seemingly held precedence over me was downright disrespectful, disappointing and confusing. I had been waiting, even seeing my name listed as next customer for service; however, the walk-ins (and they did not have an appointment) somehow received immediate attention.

Let's back track about 30 minutes. 1 employee recognized I had been waiting for some time and my patience was noticeably wearing thin. He insist someone would be able to assist me shortly..again, more time goes by and more walk-in customers stroll in. If their matters were small cases, I can understand the sales associates assisting them immediately because their case(s) would take 10 minutes or less. But they did not acknowledge this. A quality and experienced store manager would have mentioned to the walk-ins we have customers waiting for assistance, since management prefers running an operation with minimal employees nowadays, and reassure the customer's who have been waiting for over 30 minutes that they will be serviced next. Instead, I was left wondering when I would be helped, why employees huddle in the back instead of assisting customers on the floor. It was quite apparent little strategy was given for times when customer's are left hanging on wondering when they will receive attention. I counted 2 customers, who had walked in the store after me, who received service before me..and that's just not fair! I carefully studied other customers' faces as they too were wondering when they would receive service.

My advice to Sprint and their managers is to either educate yourself on how to strategically run an operation where your employees are comfortable managing situations such as mine. Not to continue running around the store assisting the immediate just to avoid the disgruntled (and for good reason). After 1 hour and 10 minutes, barely any communication, and witnessing customers walk-in after me and be serviced before me (walk-ins, not by appointment) I realize Sprint has deplorable customer service. This is not the first time I have experienced below average to poor customer service from Sprint, and that includes Store 1604 as well. I would appreciate HR or someone who can make a difference contact me...

Absolutely horrible customer service this store needs to be shutdown! Sprint should be ashamed. I guarantee this store is costing sprint more money being open than its generating. Not acceptable I’ve been with sprint over 10 years. First off no one even greets you when you walk in. The employees seem like they don’t want to help or could careless that your trying to get new lines added to your account and need new phones for your relatives who are switching from T-Mobile. The store had one other customer yet all the employees are standing around talking to each other laughing and goofing around. The only person working was the repair guy in the back. Finally I ask does anybody work her and some girl walks up and says what did you need ? When I tell her she passes me off to some guy who starts to assist us. They offered us some BS phone and higher than they’re website offers and when I point it out( based on the website which I pulled up) they give me attitude and say we’ll get the phones online then.

The whole place smelled like someone was roasting a chicken in the back. They’re lackluster attitudes and unwillingness to help not to mention the smell in there is enough to make me never return to this location. Sorry but,sprint either needs to do some house cleaning and fire everyone in there or close the whole store. Customer service 101 greet customers when they enter your business! I will definitely take my...

I just don’t give 1 star because the manager Nadia was kind enough to try to fix the situation, but I had a nightmare of an experience at this store. I probably should have believe my gut and the reviews before coming in, but the store reps are NOT prepared at all to give you a good customer experience.

I came in to get my phone upgraded, and had all the correct information I needed to exchange my phone since I had called T-Mobile that morning to know everything I needed to upgrade. The rep that was assisting me at first (don’t recall the name) had a terrible attitude, gave me the feeling of entitlement, talked bad about the new manager in front of me, couldn’t explain thoroughly why I needed to pay a certain amount for the upgrade and when confronted multiple times about the reason why I would be charged the amount she was telling me, she simply told me that she “was done dealing with me” and walked away. I didn’t disrespect her in any way for her to act that way with me, all I wanted was to know (as a customer) what was I paying for since it wasn’t clear and she couldn’t explain it to me.

Please do yourself a favor, and just go to another store. I’m sure you will save your precious time and patience!

PS: I just went in today to t-mobile at Prado plaza in Roswell Rd, and got everything I needed! Great customer service! Even the store energy...