Metro by T-Mobile — Local services in Forest Park

Today (06/04/2018) My partner and I went to this store because the phone he purchased earlier in the day kept restarting itself and I was looking to upgrade my phone. We entered the store at 5pm and were immediately greeted by the staff with a warm “Welcome to T-Mobile”. After that we were approached by an associate who took our name and asked what we needed and then we proceeded to wait. The wait time was probably no longer than 2-3 minutes when an associate named Brionna (going off what I think I saw on her name tag because she didn’t introduce herself) came over to assist us. Brionna was knowledgeable and able to answer our questions but was lacking as far as her customer service skills she didn’t seem willing to help which in turn made me not want to ask anything else although I had further questions. My partner then informed her that his phone has been restarting itself and he had bought it earlier that day from the same location. As he handed the phone to Brionna the phone was restarting, Brionna was aware of this because she asked him if the phone was turned off and he explained no it’s doing it again. Brionna went to the manager and the manager told my partner that she would need to see it happen herself. So we sat there for 15-20 minutes waiting for someone to see the phone restart, as we are waiting Brionna is processing a payment for a customer (not watching the phone) and the manager is walking around assisting other customers (not watching the phone). Finally Brionna came back up to us and stated that there was nothing they could do unless they saw it restart themselves, which could have been done had she acknowledged it restarting in her hand or if someone was actually watching it. We have frequented this store on numerous occasions with no issue so we will just chalk it up to an off day but it was quite a...

(Review is for rep's customer service only--can't speak for the actual cellular service or billing yet)...Long story short: came in after getting the last straw from Sprint across the street. Wanted to get my husband's T-Mobile number back and reactivate his service after Sprint had horribly botched adding his line to my 10-year Sprint account. We were both fired up because Sprint messed up my account and husband had no service, keeping me on the phone for hours with customer service to get it fixed, they assured me it was fixed, went in to the store and of course, IT WAS NOT FIXED--so, we saw T-Mobile across the street.

It was 30 minutes til closing but rep Truly acted like she had all day to help us. She patiently gave my husband his options and we were about to make a deal when I got the idea to move my Sprint service over because I was impressed with her professionalism and attitude and had nothing binding me to Sprint. She then patiently gave us our new options and literally broke several details down to us clearly and would not move on until I was clear. T-Mobile was actually about $15 more than Sprint per month for what we wanted but we chose to go with them because of the customer service we received from Truly. She kept it real and we trusted her. She and her manager stayed late to complete our sale and worked together to activate our phones with NO complaints or passive-aggressive actions one sometimes gets when customers come in late. Time will tell if I am happy with the service and billing and coverage, but for now, the service from this rep was A+ and it was nice to stick it to a company that didn't care I had been their customer...

Absolutely irritated. I went in yesterday to purchase a business line. Since I already have a line with all the works, I spoke with an older Asian guy and him know that I simply wanted a phone with the cheapest plan. I requested to have a Google number ported in, but was told that I was unable to do so. He didn't even try. I really got the vibe that he just didn't want to. He asked me if I wanted insurance and tried to up sale me on a case. I declined BOTH. I made the purchase, which seemed a bit high, but I know there are usually extra fees on the first bill. This morning I decided to call and attempt to port my number in. I was given NO issues at all. However, I did come to learn that not only was I placed on a higher plan than requested, there were also additional features added that I did not request, INCLUDING the insurance I had denied multiple times. The blatant disrespect is enough for me never to go to this location again. I should have left when he refused to show me anything but the...