T-Mobile — Local services in Firestone

My first trip to this location was great! The sales gentleman was friendly, engaging, and knowledgable. I purchased a new phone and Home Internert free trial.

However, I was unhappy with the new phone I purchased and came back to the store 4 hours later (same day). The manager was unhelpful and had a poor/rude attitude when I explained that I wanted to exchange the device. Because I had been sold a Home Internet device on the same sale, he claimed he could not make the return on the device. He told me to come back the next day, outside of the void period and he would "wave" the restock fee for me.

Next day, I went to another store becuase I was unable to make it back to the Firestone location. So the other manager called the Firestone manager directly. He claimed to them that he could not wave the restock fee. He would have to try and contact his own manager, the next day. And he also told the store manager that the exchange should have been done the previous day within 24 hours of the sale and that the Home Internet should not have been a problem with the exchange...

Customer service is not about when things go right. It's helping people when something goes wrong. I left both stores feeling like I had been talked down to and that I had done something wrong. A customer should not feel like that. Hearing what he told the other store manager, and knowing he told her something completely different than what he told me is awful service. He lied to both of us to cover himself because he didn't want to to above and beyond to help.

I am giving this store 2 stars due to the helpfulness of the...

Everything here feels like a scam! We went in Saturday 6/14 to upgrade my phone. It was broken so they told us to file a claim, pay $100 to get in a new one so we could get $350 credited to the new phone. We did as instructed that day. Went back in to upgrade and were told “you also need to pay a $250 deposit in order to get the lower payment”. When we asked why we were paying nearly $500 between the $100 claim, $250 deposit, and $150 in taxes/fees to trade in a perfect phone for a new phone when we were never told this we were met with “well I wasn’t here so you will have to take it up with him.” When I stated that I would hope he would also care this is his company he replied “I don’t own it I just work here”. Literally no accountability…. We left not upgrading our phone and looking for a new plan elsewhere. SHADY! We literally could have not spent $100 to not do a deposit of $250 also for the same payments….. Not to mention to ask for guidance on why we were told two different things and met with essentially “not my problem I only work here”…. He did make sure to let us know since he was the last one in the account the bad review would go to him which wasn’t fair since he wasn’t the one who helped us...

I got a promo deal on a Motorola Razr + (the new flip phone, do not recommend). This was one of the worst decisions i have ever made. Not only was this phone exceedingly fragile (fingernails break the screen), but the whole process with T-Mobile, specifically Zacharee at this location, has been excruciating.

No one, I repeat, NO ONE, told me i could exchange my phone for a "Jump" to no longer have the problems. I came in willing to purchase a new phone and smart watch and was told it was too late for a data transfer. I cant even transfer data from my phone because its broken! Its all backed up on my Google Cloud.

Zacharee had a SIGNIFICANT amount of attidude towards me, and my Father. Zacharee sensed my frustration at the situation, and Zacharee actually threatened on calling the police on me in order for me to leave, a paying customer.

I have NEVER had this happen before, nor have i ever been belittled by retail sales associate in my life. The amount of disrespect towards your customers is astonishing. I wish it was the first time. To say i was taken back is an understatement. I expect a call from the...