T-Mobile Authorized Retailer — Local services in Haines City

WORST experience ever!! I went into this store for the first time on Saturday, 8/3/19 and after over 2 hours of waiting and discussing our plan options, we were told that the store was going to close and that we needed to come back on Monday 8/5/19, when he returned (since he was off Sunday). We came back that Monday at 6:00 pm and we were there for almost 4 hours!!!! The store closed at 9:00 pm and we left close to 10:00 pm, because the sales rep kept messing up and had to start over about 4-5 times. He gave us sooooo much wrong information, like plan prices, credit info stating that we would not have to pay our bill for 2.6 months due to credits which was a lie because 3 weeks later our first bill was due, 3 gift cards over $300 each for switching to T Mobile from Sprint yet we only received one and til this day we have yet to see the other two, 4th line free which is now $35 a month plus $6 for the phone that was supposed to be free, and so much more misleading information! I was told to turn in our 2 XR’s that were less than 3 months old and that we would get the gift cards to pay them off but now I am stuck with that huge bill and they kept my phones! I literally got robbed for my iphones and now I am just getting the run around.

Also, I expressed how much I wanted the yellow XR and he said it was so hard to get as they were sold out, so I settled with the red one but come to find out a few days later his co-worker told me that he could have ordered it for me and that it would come in 2-3 days. When I confronted him about it, he got frustrated and said it was too late and that it would be too complicated to do the switch now, even though I was under the 14 day return/exchange policy. Am I not a paying customer? If I am paying you for service and a phone, shouldn’t it be the one I want? We are now over a month in and I am having tons of issues with the phone and I am still waiting to receive the rest of the money to pay off my sprint bill. I have gone to the store numerous times trying to get all of this resolved. Today I called T Mobile and they told me that the 2 other lines don’t even qualify for the gift cards for switching and that the sales rep at the store knew that and should have never allowed us to switch yet. UNREAL!!! This change has been nothing but...

I went to the T-Mobile store in Haines City with my youngest son, who is 14 years old. I noticed that Genesis looked at my son from the moment we arrived at the store because she recognized him. My youngest son had gone to this store with my other older son, who is an engineer. Genesis helped him. My son, who is single, asked her if she was married and she said she was single. My son asked her if she would go out with him and she accepted, but gave him a fake number. I didn't know anything about this whole thing. When I noticed that after waiting 20 minutes for the girl to help me, she didn't have any customers and kept looking at us. Finally, she called us back and I asked her if she wanted to help us, that we would please see our cell phones because I'm not very technologically savvy. She (Genesis) said that she refused to help us. She was with attitude and disrespectful. And I told her why she didn't want to help us. I told her to forgive me if she felt uncomfortable. My 14-year-old son asks what's going on. Genesis says with attitude that she refuses to attend us. My son, very upset, says she doesn't want to serve us because she knows who I am and that I came with my brother yesterday. But I told Genesis that this has nothing to do with me, that it's very unprofessional of her. I tell her who the manager is and it's a certain Jesus. Believing he's the manager, I complained, and he says they're not obligated to serve customers and that they can refuse to serve customer. And we told them why they're working with customer service, they don't want to serve customers. We've been with T-Mobile for 11 years, and this is the first time I've filed a complaint. I called T-Mobile customer service online and filed a complaint. Unfortunately, these two people, Jesus and Genesis, are giving T-Mobile a bad image. I hope T-Mobile takes action on this matter. Personal problems are not brought into the workplace, much less to...

I stopped in a couple days ago because my old phone had its battery blow up. Never buy Motorola. I was here just to check some phones for size and feel in person and I intended to shop around more. I did do some research online the night before but I had not decided on anything. There was one at Best Buy I wanted to see. I stopped here and there was only one other customer here. I was helped by the district manager who was in assisting. I explained what was important to me and my price cap. He showed me several models and we looked up a couple they did not have in stock. My important features were difficult to meet at my price point. We found 2 possible Samsung models of which the one I thought to see up the road was missing a critical feature. They had only one in stock of the other one so I could not see it unless I bought it. I looked it up online and we discussed the pros and cons. He had it at the price the other one was showing elsewhere so I bought it. The big issue was that some of their computer system was down from a lightning strike. He could not print me an actual receipt but he was able to give me proof of purchase and his contact info just in case. I took it home and activated it with some assistance from Sprint. I'm glad I did as it took a long time to do it right. I have a lot on my phone. This is my third day and I am still getting the hang of it as every phone company builds them different. I was helped by Freddie Garza and I bought a Samsung A71 with 128gb. The store still requires masks but some will not wear them. The employees all wear them. Overall this was an excellent location and the...