T-Mobile — Local services in Encinitas

I would give zero stars if I could. I came in simply to purchase an iPhone not activate it. Not to link it to my account. Not to do anything but simply handover my credit card and spend $700 on the phone of my choosing. I have been a T-Mobile customer for over 25 years and all my family are on the family plan. My intention was to purchase a phone and then activate it at a later time which I told Berenice, the manager, when she finally asked how she could help me after 10 or 15 minutes of waiting Inside the store. I entered the store with my two toddlers and none of the two women who work the floor so much as glanced in my direction for at least 10 to 15 minutes. But I finally spoke to Berenice. I told her that I wish to make a purchase of an iPhone which I would activate a later time. She informed me that there were four people ahead of me ( who were conducting lengthy business, i.e. activating phones, reading different plans, etc. which takes considerable time) and it was going to be quite a wait and I reiterated that I only needed to purchase the phone and I would be on my way. I didn’t require any of her services. She still told me that no one would ring me up. Even though I saw a third sales person walk through the door and head to the back room, presumably to be starting his shift Shortly. I said OK well I am not going to wait and I am going to leave Door I said I would take my business to someplace with better customer service. It was a very quiet comment, and I was not pleased with the lack of customer service, but certainly did not cause any scene. I did not use profanity or any outrageous behavior. I simply walked out the door with my two toddlers. I had stepped outside the store and was about to cross the street when Berenice came running Pointing at me and yelling at me in front of my two young children, who were quite terrified by her demeanor. She accused me of being rude to her And she told me that I am not allowed to make comments about customer service in front of other customers. She was waiting her finger at us, and when I simply attempted to defend myself by saying, I didn’t feel like waiting, and I was gonna buy the phone elsewhere. She kept escalating in a very threatening manner. I even was concerned that she might physically attack me or my children who are two and three. She also said, don’t even think about complaining because she is the manager of the store. I even thought about filing a police report for harassment and intimidation because her manner was so threateningI’ve never been treated like my entire life- is this rage against me due to my ethnicity? Was someone having a bad day? To chase me down on a public street and yell at me and my toddlers is harassment. To make matters even worse, the sales people had the nerve to call my mother and my phone to tell me they could finally see me at 11:03 am. I can only guess this was done in sarcasm because I made it clear that I would not be returning to that store ever again. So they wanted me to wait 45 mins to throw $800 at them for nothing. Please. I can go straight to Target or Best Buy and get a phone in 5 minutes. Unless I receive a formal apology and other remuneration from T-Mobile in a timely fashion, I am going to cancel my T-Mobile account based on this interaction And I will be taking this complaint to Corporate...

Never have I ever had such poor customer service here. The sales representative Alec M "set me up" with exactly what I needed... Or so I thought. I went in for a simple phone change and what I ended up getting was a nightmare. First off he changed my number, without consulting me about it first, once I realized this I informed him that I had said I needed to keep the same number he said that it wasn't a problem. What this employee really did was just add a line, without my permission transfer the new number to that and put my old phone number on the iPhone. At no point in the first trip did he ever mention that I now had 2 phone lines nor ask my permission to open the second. I made sure to clarify the amount monthly before I left the store, he gave me the correct quoted amount, without telling me that there would also be an additional 40 dollar a month line that I wouldn't even use, nor be aware of until now. So 2 weeks later I went back in and had to go from the small iPhone to one with more storage. As Alec had said if I wanted to swap out my phone there would be only one simple restocking fee of 35 bucks and he could switch it out. When I arrived he tried to charge me 135 dollars not the 35 he had originally agreed on. I argued and he said he would credit my account the 100, this was June 14th and he has yet to apply that credit. Last week I got a call saying I owed spring a crazy amount of money so I drove down to Encinitas to see what was going on, this is when I was informed that I had 2 phone lines and has been paying for both. I asked for the manager, Brianna her name was and she was rude, and did absolutely nothing to help me other than say to call customer service and that because Alec wasn't there she couldn't do anything... Crazy right. The manager of a store that prides on customer service couldn't do a damn thing for me. I have spent at least 8 hours on the phone with sprint trying to solve this problem, Alec in the Encinitas store hasn't returned a single phone call, nor has the manager as they had promised. This has hands down been the worst customer service I have ever had in mylife. The lack of respect these people have is insane. If you decide to have your phone service thru them (which if I were you I'd stay far far away) be sure to have them print out every little detail or they will swindle you and take more from you than they promised. And when you catch them they offer no help what so ever... If I could give zero stars I would. Thanks for wasting hours of my time Alec...

I am compelled to share my ongoing issues with the T-Mobile store in Encinitas, particularly concerning the conduct of one of the managers. Over the past two months, I’ve been repeatedly assured that copies of my invoices would be sent to me for an important court matter. These assurances have been empty, leading to a forced postponement of my court date.

Recently, I spent an hour and a half in the store, and with the help of an employee, I was promised again by a U.S.-based billing representative that I would receive my documents. Unfortunately, this promise was not kept. Further attempts to resolve this over the phone were met with resistance and culminated in a store manager, an African-American male, refusing to help me. His manner was unprofessional; he stated that he would not ‘waste his time’ assisting me, which I find unacceptable for someone in his position.

Customer service is not just about answering calls but about seeing a task through to completion, especially when it significantly impacts a customer’s life. This manager’s behavior is not only a disservice to customers but also sets a poor example for the team he leads. His consistent lack of professionalism and unwillingness to help are not what I expect from T-Mobile, and it’s an issue that needs to be addressed immediately. You’re only as strong as your weakest link and they have a serious weak link be cautious going into this location. Mariah you really need to reevaluate your...