T-Mobile Authorized Retailer — Local services in East Windsor

On September 9th I pre-ordered a phone through the East Windsor location. Everything was quick and painless in the store and I was in and out in under 30 minutes. On the 16th the date that I was told the phone would arrive I stopped into the store to only find out that my phone was on backorder and did not come in.(this is no one at that store's fault things happen).

I was working with Dana and trying to see what the resolution the problem would be. Dana said that there were other colors of the phone that I wanted available but that she could not cancel my order because it was something that customer care had to do. But once I cancel my order she could just order me the different color.

1 and a half hours later on the phone with customer care and I canceled my order. seeing this was the first day the iphone7 was available there was about an hour wait. When I got up to the counter I was helped again my Dana.Dana then informed me that the original promotion that I received was no longer available and I would have to pay an extra 8 Dollars a month to get the same phone if a different color that I originally ordered. Her manager and everyone else in the store was unwilling to even try and rectify the situation.

She said there was no one in corporate or a regional manager that she could contact to try and fix things. I eventually left the store with no solution to the problem and was supposed to get a call 3 days after to let me know what was going to happen.

long story short I contacted the Newington connection sprint location and spoke with Angel the store manager who honored my original deal for the phone and was in an out of the store within 30 minutes the same day I called. Will and the staff over there were excellent and professional and would highly recommend over the East Windsor location. Angel did not make any special call to any regional manager it was fixed the first time we spoke.

At the end of the day and extra 8 Dollars a month is nothing this was about honoring the original deal that I...

This was one of the most awful service experience I’ve ever faced. I was an AT&T customer for over a decade and was looking to switch to another carrier for lower prices and deals. The first time I went to the store, the two employees were very welcoming and seemed to know what they were talking about with the promotions and pricing. The second time I went, the employee, Myles, which didn’t help me previously, immediately was stuck up and stated, "I don't mean to state rank, but I know more than the other two you spoke with." Which, is a very bad way to start a conversation with a new customer. Most of the time Myles was talking to me, he was also doing multiple things at the same time, on his phone and was talking to other customers while "helping" me. He didn’t give the newer employee a chance to help me, even though she’s been there for a few months. He stated information that was false, saying that there wasn't going to be a down payment to my phone, but right after running my credit, stated that there is a down payment that I needed to make. I was also trading in my old phone in and while at the store I got an email that about a certain amount getting applied to me, the fair market value. Myles stated that this amount was going to reduce the down payment, and that I would receive it back to my bank account. The next day though, my bank account was charged the full amount of the down payment, plus taxes. The entire time, Myles spoke like he knew every single thing he was saying and talked in such a condescending tone. I spoke with a phone associate later and they stated that the extra trade in amount would get applied to my T-Mobile account and not my bank account. This wasn’t the correct information Myles provided at all. Seemed like he wanted to rush me out of there and not provide me with any details of the process at all. This is a terrible first experience starting with a new carrier and will never again go back...

Lool . I called to find out if there were any of the newly released phones at the store and I got a rude response from whoever ; Adam or whatever he said his name was talking about ‘Nothing against you but Yall keep calling to ask and nowhere has the new phone so it’s pointless that y’all keep calling around’ . My exact response was , ‘I just reached out to another store prior who did have the Blue and the Orange PRO MAX but what’s not the color that I was looking for hence why I’m calling around’. And he sounded like a fool with his response .

First of all , that is YOUR JOB . You knew the New phones would be out and you signed up for this 😂 You knew that this was coming and it happened EVERY YEAR . If you’re irritated by the calls ; which is exactly part of your job , then go find another career because that one is obviously not for you ! All you had to say was , ‘no we do not have any of the new phones in stock at the moment’ and go about your day ! That’s all you had to say 😂 idc if it were a million calls asking the same thing , that’s basically all you have to say because that is YOUR JOB ! Secondly , CALLING IS THE ONLY WAY TO FIND OUT IF YOU GUYS HAVE IT ! So how are you getting irritated by us ; THE CUSTOMERS calling to ask if you guys already received it . This is literally my last straw with T-MOBILE in general and I’m switching carriers . I’ve called other carriers just to check if they’ve received the new phones and NOBODY WAS EVER RUDE + they indeed got the new phones...