T-Mobile — Local services in Harker Heights

So let me first start off by saying this is hands down the worst experience I have ever had and it’s been a months long ordeal, but let’s just focus on today…my wife and I walk in, we’re not even greeted. Now I will say that the store was full and all of the employees were attending to other customers, but it’s not hard to raise your head up and say “hello, welcome to T-Mobile”. It took me longer to write that sentence than it takes to say it. After waiting for about 20 minutes (no big deal, we get everyone is busy) someone comes to “assist” us. Once my wife explains what is going on they simply say “call customer care”. That’s that. My wife explains that we called them this morning and they told us to come into the store, and that they would make the notations to the account for the store . My wife tries to give the employee her account info, and she responds with that she was going to talk with her manager and we would get to that. She comes back after about a minute and says we can’t help call customer care. At this point my wife is trying to explain everything when the assistant manager comes up, who was just as rude and dismissive as the original employee. She cut my wife off, spoke over her, and generally would not let my wife finish a question or a complete thought. They refused to listen to us, just telling us to either open a new line or call customer care. There was absolutely no professionalism or customer service of any kind at all. If I could give 0...

Went to store to upgrade my phone. Nick was my sales person, Upon upgrading my phone I asked Nick about the AirTag but I decided not to get it, I was then offered another tracking device they had and was told it was free and would only be about 4 for the taxes which I’ll be responsible for. While getting ready to check out he told me my total was going to be $136, it didn’t seem right so I asked to see the break down of what I was paying for and realized he was charging me $24 for the tracking device, when I question it he act as if he didn’t realize but come on I knew he did because if I had to pay a upgrade fee/ and store fee plus $4 that’s should clicked something ain’t adding up here. But I know all to well they try to make sales to get paid but don’t do it like that because you don’t know what ppl can and can’t afford and I work at a call center and get these problems everyday with store employees lying to cs to get a sale. It’s not right. Double check everything before paying no matter...

Worst customer service! I went in to upgrade and was told they no longer do upgrades in store effective as of today.. doesn’t make any sense if I was LITERALLY in a store 2 hours prior and was never told of said change.Started B.Sing that only certain stores do it, which I know is a lie, especially since he just told me the lady before me did an upgrade. Make it make sense! Felt a little discrimination there, If he didn’t want to upgrade my device he could have just said it. It’s not like I went in right before closing. Your employee shouldn’t be lying on something that T-Mobile didn’t roll out to the stores without communication to their customers. Lucky for me went to another location with MUCH BETTER employees that helped me and upgraded me WITH NO ISSUE, and assured me if any said change would happen T-Mobile would send out an...