T-Mobile Authorized Retailer — Local services in Hackettstown

Went to Hackettstown store and was taken care of by a young lady by the name of Denise. I explained to her that just yesterday while attending a funeral of a family member I lost my phone. I was under the assumption that I had insurance on my phone; but I do not have insurance on the phone. Anyway, because I did NOT have insurance I had to buy another phone.

So Denise tried to "locate" my lost cell but I didn't have the locator app on so there was no way of locating the cell. So, I had no choice but to buy a new cell. I still have to pay for the lost phone for the next 20 months plus the new cell I bought today. The cell I had was a Galaxy A15; and now I have a Galaxy S23 FE, an upgrade Denise said. So after I paid the activation fee of $35 plus the first monthly payment of $25 plus taxes on a $599.99.

It was time to pay then be on my way. Denise spent thirty minutes with me making sure everything was the way I wanted it. She stopped service on the lost cell and "locked it" with a pin that I provided; this way if someone finds my cell they can't use it.

Moving forward, if I need anything to do with a cell phone I'll be going back to the Hackettstown store, and I'll be looking for Denise and no one else. The other employees at that store I'm sure are competent TMobile specialists like Denise. However, because this was the best service I've received in the 15 years I've been coming to this store; I will only deal with Denise moving forward. It's hard to find dedicated employees like Denise. It's a special treat for any consumer to be served by a dedicated employee and customer service rep that is educated and attentive.

Thank you once again for helping me...

Many years ago, I worked for LG Mobile and we had to service all 4 carriers at the time - Tmobile, Spring, AT&T and Verizon. I always found myself enjoying the Tmobile stores the most. I don't know if it was the music playing, the colors or the upbeat employees - but I always found those visits to be more enjoyable. They worked hard to build a culture that both their 'corporate' stores and all their resellers store shared and we were trained to treat customers the same across the board.

I recently had an issue with my service plan which I needed to have corrected otherwise my plan was going to go up in price and really not offer me any more benefits. I have worked hard over the years to keep my grandfathered plan and keep my costs down but my service and offers up. I was able to connect with the store manager Carlos. He was very attentive to my needs. He understood the importance of retaining me as a customer and made sure I understand the options I was declining to upgrade to. He was not pushy, he was not hard selling me but instead was listening to my concern and treated me like he had known me for years. I appreciate this type of service which is why I recommend Tmobile to all my family and friends. I cannot speak on the sales team at this location but if they follow Carlos's model then I am sure any experience there would be positive. Knowing that most cellular stores can get crazy busy, I also hope people give the staff time to address their needs. I would recommend people to try Tmobile as they give the best value and try this location for their...

Went there two days ago to discuss upgrading my device. The gentleman that assisted me was friendly, courteous, and helpful. Today, I showed up to go ahead with my upgrade and I was met with the worst customer service I've ever come across in a T-mobile location, and I've been with them for 12 years. There were two women there; one was clueless, and the other was just cold, rude, and obviously didn't care if I bought a new phone or not. Instead of explaining to me why I couldn't trade in my current phone, or what my next steps would be, she just said we don't take broken phones and went back to her computer.

Side note: My phone is damaged but was approved to be replaced at any T-mobile location through insurance. I had my claim email to prove it.

If I'm wrong, or if I misinterpreted my insurance claim, I get it. But I wouldn't really know because all I got was "we don't take broken phones." I was laughing in the car at how rude she was. Sad really.

I don't give out many one star reviews. I was a restaurant manager for a decade. I know how important a customer's experience is. Why would I ever go back there? And based on other reviews, I'm not the only one to describe them as...