T-Mobile Authorized Retailer — Local services in Fountain

I have been sprint customer for almost 20 years and then T-Mobile bought them out… Every time you go into T-Mobile they act like sprint Customers are burden as if it’s our fault that’s the company was bought. Recently upgraded my husband phone, I tried to activate it online and over the phone and there was an issue that basically locked us out for a day to activate. Finally was told that sprint customers have to go into a store to activate—nowhere is this mentioned anywhere.The girl that helped me out the first time was amazing. She tried to help me figure out what the problem was. We got it all taken care of and she took the old phone. It’s been 20 days and they have not returned the old phone to Sprint. I keep getting text messages from Sprint saying I’m going to get charged basically next week. I’ve called the store multiple times weekly asking when they were going to return the phone because I keep getting these text messages and they keep saying we don’t have enough phones to send back we have to wait to we have a certain amount of phones before it gets sent to sprint. None of them want to help me out when I ask. When is it going to be done? I keep getting fake promises “fed ex will be here in a day, a few days, maybe next week.” It’s completely unprofessional and it’s not right that I have to keep calling every time I ask for a manager there’s never one I just called and was told that an assistant manager should be in on Tuesday when I mentioned that I was told that the FedEx truck was coming on Friday, the girl rudely said while I wasn’t here Friday to tell you that… Yeah I get that I didn’t say I called on Friday. I said I was told the FedEx truck was going to come in. I’m pretty sure it was her that told my Friday because she was rude the first time I talk to her and she was rude today again I have to say it’s not our fault that sprint was bought out by T-Mobile or that T-Mobile hasn’t put things into place for the sprint customers. I had my own return kit. I could’ve sent it back myself, but I was told since I activated in the store I needed to leave my phone. I didn’t think anything of it because I thought that the store would be competent and responsible enough to send in the product back not to mention if it’s in the possession of T-Mobile why do I keep getting threats to be charged? There is a 14 day return rule…and here I am basically begging them to send in my phone. I’ve asked to just pick it up and send it back myself. I shouldn’t have to...

At 7:46 PM on a Friday night, just 14 mins before the store closed, Sales Rep Ryan Everett was eager to help us with a very frustrating billing situation. He took his time reviewing our account and the documents we brought to the store. Our situation dealing with Customer Care over the phone had caused us a great deal of angst and bewilderment. Ryan found the errors in our billing statements and explained exactly how to direct our concerns to Customer Care in order to try and rectify the problem. Ryan was attentive, helpful, and proved to us that he actually cared. We were relieved when we left that we finally had clarity and the leverage to stand our ground. Thanks so much, Ryan!!

In regards to Sprint's Customer Care, we are very disappointed, to say the least. Additionally, I'd like to include that we have overpaid more than twice for mistakes Sprint's billing department has made. When brought to their attention, they deny the mistakes and do nothing to correct the problems. Once our so-called "lease" is up on our devices we will be switching service providers. We will no longer succumb to Sprint's dishonesty, greed, and straight...

Went to this T-Mobile store to upgrade one of 2-lines that I have. FIrst they came out with the wrong phone, charged me before opening the box, only to see it was the wrong phone. The salesperson said "no problem, will have to refund this one and start a new transaction ". Come to find out I was charged a $70.00 "restocking fee", because they opened the wrong phone box. REALLY!!! Then was charged $19.99 for a 20w USB-C Power Adapter that I did not need, want and did not receive during this purchase. Went back to this T-Mobile store to bring up these 2 issues. Was told very bluntly there was nothing they could do about the restocking fee which was definitely not my mistake. Handed me a USB-C Power adapter which I told them again that I didn't need, and was refused a refund for that also. The lack of customer service in this store is like I've never seen before. WILL DEFINITELY NOT RETURN TO THIS ESTABLISHMENT! Almost thinking about changing carriers over this encounter. Can't believe T-Mobile would condone this type of activity if they...