T-Mobile — Local services in Gloucester

I had a very disappointing experience at the T-Mobile store in Gloucester. I came in to drop off two phones for trade-in, which I was clearly told (by an employee at the Peabody store) could be returned at any T-Mobile store. This information was also confirmed in multiple emails and text messages I received directly from T-Mobile, stating that returning phones at a store was an acceptable method for completing the trade-in.

Despite this, the employee at the Gloucester store flatly refused to take my devices, claiming the other employee was “reading from an old script.” When I showed the communications I’d received from T-Mobile, he dismissed them and told me the stores “no longer want to accept the responsibility.”

This is extremely frustrating—especially because the Gloucester location is a corporate store and should follow corporate policy. If T-Mobile tells customers they can drop off devices in-store, the stores should honor that. Instead, I was given conflicting information, denied service, and left feeling completely let down.

T-Mobile needs to get their stores on the same page. I expected better from a...

I'm not even a T-Mobile customer but I've needed to setup 3 phones on pre-paid plans over the last couple of years and this store has been super helpful and friendly everytime. Most recently, Nosh went out of his way to make sure an important pair of phones were properly setup and transferred to prepaid plans. T-Mobile has some very handy prepaid solutions and although they would surely want you to buy a postpaid plan, it really means a lot when the store's employees take to the time to be helpful on prepaid products. Don't go to Walmart, Target or heaven forbid Best Buy ......

After having an extremely unprofessional situation happen with me at AT&T, I called T-Mobile and Lileen was so welcoming that I bolted up there to switch my account. I was helped my Lileen, Jaden and Hakeem who were all FANTASTIC. We hit some bumps in the road trying to separate from the competitor and they did it with smiles on their faces. Thank you for the stellar customer service. It was a breath of fresh air from what I...