T-Mobile Authorized Retailer — Local services in Hemet

I went into this T-MOBILE in the KPC Shopping Center (near Chipotle) in Hemet. My primary issue was how to DELETE apps from my iPhone since my storage was full. They would only remove from the screen, not delete.

There were two customers in the store. I waited patiently near the door. Retail Manager “Cristian” was at a register across the store near the back room. He loudly asked me to put a mask on. I did...although I have a mask exemption, I didn’t want to cause a fuss all the way across the store.

I waited my turn and Cristian’s customer left. When I walked up to his counter I stated that I had a mask exemption but that I would wear the mask to make everyone more comfortable; however, I did pull it away from my face so I could breath.

Cristian confirmed that my storage was full but did not know how to delete the apps so he told me my only option was to PURCHASE A NEW PHONE! Seriously? I told him I had just bought the phone at TMobile a year ago. I tried to have small talk and just be friendly as he clearly had a bad attitude towards me, but to no avail. Any small talk was met with one word answers on Cristian’s part. Okay, whatever.

Cristian asked the other worker about the apps. They conferred a bit and he came back to try and delete some of the data from storage. He showed me how Telegram was the culprit. He said I needed to delete all of my conversations. I shared that I was told there was a cache to clear but I didn’t know how.

Cristian found the setting to clear the cache and it took awhile spinning around and around. Yay! He now gets one star for helping me although he clearly didn’t want to. He got a phone call and went to the back room returning about 10 min later. The phone was still spinning.

By now, two other workers had arrived. One was standing by the window while the other was helping a customer. Once Cristian returned, he told me I needed to leave the store. I was like...”Wait, what? Why do I need to leave the store?” He said I needed to leave because here were TOO MANY PEOPLE IN THE STORE. I clearly pointed out that there were FOUR workers and THREE customers. And the customer that was at the other counter had been there longer then me.

Cristian continued...well I’ve already done everything I can do for you. I pointed out the fact that the phone was still spinning and that the problem had not been resolved. He reiterated that he had done all he could do. I reminded him the the reason I came into the store was to obtain help on DELETING APPS. I asked him if he was refusing to help me? He said no but that he could do nothing more. I wasn’t leaving until I received the help I needed so I told him that if he was not comfortable helping me that I would gladly accept the help of any of the other three employees there.

We both stood there in awkward silence as the phone continued to spin. I told him that I was very surprised that he was a manager treating customers in this manner. I continued standing there with a mask on but held away enough to breath. Phone finally cleared the Telegram cache.

Cristian still could not get the apps to delete. He finally looked up and found the solution on the desktop computer and was able to make a change in my phone to allow apps to be deleted.

I left and thanked him but a week later I am still baffled by the encounter. Cristian Was absolutely the rudest employee I’ve ever encountered at any cell phone company. Over the many years I’ve owned cell phones, I’ve had Verizon, ATnT, Spectum and now TMobile and I’ve never been treated in this manner.

BTW, I did ask Cristian for his last name and he wouldn’t give it to me. Just know that if you go to this store, this manager may discriminate...

I want to share a frustrating and disappointing experience that my family and I had with a sales representative named Brook, who we believe deliberately misled us into upgrading our phone plan under false pretenses. When we first visited the store, our goal was simply to inquire about phone upgrades and trade-in options. Brook initially informed us that, based on our current plan and the condition of our devices, we would only qualify for low trade-in values. In fact, she stated that only one of our phones would be accepted—the other was deemed ineligible due to its poor condition. Despite the low trade-in offer, we decided to proceed with the upgrade anyway. However, after stepping into the back room for a few minutes, Brook returned and told us she had spoken with her manager Jenny. She said that if we upgraded to the “Experience More” plan, we would qualify for significantly higher trade-in values—regardless of the condition of our phones. This was a key turning point. Her assurance that both devices would be accepted under the upgraded plan is what convinced us to move forward. Brook looked at our family member's phone multiple times right there in front of us. After inspecting it, she reassured us with confidence: “With the upgrade to the Experience More plan, the phone can be accepted in any condition.” That’s a direct quote, and she said it multiple times throughout the conversation. To give us clarity, she even took the time to write down the estimated monthly charges, the upgraded plan details, and the trade-in value we could expect. She handed that paper to me as a reference. Based on her repeated assurances, we agreed to make the switch. However, when we returned to the store just four days later to complete the trade-in, everything changed. Suddenly, Brook told us that we were no longer eligible for the trade-in because of the condition of one of the phones. We were shocked and immediately reminded her of what she had told us during the initial visit. She flat-out denied it. Not only did she claim she never said those words, but she also insisted, “Actually, no promotion accepts phones regardless of their condition.” Wait—what? That completely contradicted what she had told us just days earlier. The store could have checked security camera footage, which would clearly show Brook looking at the damaged phone that was on the counter—while explaining the offer to us in great detail. The entire interaction was right there, on the sales floor, in full view of the cameras. If the company truly wanted to verify what was said, it would be easy to confirm. But instead of owning up to what she said, the representative continued to gaslight us, acting as though we had imagined the entire thing. When we asked to be switched back to our original plan, she claimed she “didn’t have access” to do that. Yet somehow, she had the access to switch our plan in the first place—based on misleading and false information. Even more frustrating was her refusal to take any accountability. She brushed the whole situation off as a “miscommunication,” despite the fact that she wrote out the pricing and confirmed the trade-in details multiple times. When we challenged her on this, she just kept repeating, “I would never give you wrong information,” while continuing to deny what she had previously promised. It’s one thing to make an honest mistake, but it’s another to deny responsibility, gaslight your customers, and leave them stuck in a more expensive plan based on false promises.

And to the company: if you truly value your customers, review the security footage, hold your employees accountable,...

The kid was very professional but I could tell thus annoyed at my 20th century boomer inquiries. I went to pay a monthly bill and he ostensibly lied and said they don't do paper receipts when other facilities have. I also didn't get a confirmation text that I paid said bill until the distant future when the long endured unavoidable angst caused me to miss the dam rapture in a dystopian apocalyptic world. So I'm just supposed to trust some minimum wage kid that he didn't overcharge my credit card with no way to prove it if worst case scenario and then politely awaiting the confirmation text while burning in the abyss after missing the rapture from the unavoidable hoarding of internal angst and anxiety after the T-1000 terminators in said dystopian apocalyse beat me up in front of my family, the kid is now annoyed with this boomer while the facility wasn't busy at all with nobody awaiting similar disappointment while I was hearing how I need great credit to buy a tablet and something about them moving away from pre paid plans? I wish I never left metro pcs but I bet the T-1000s' probably work there now! Very dissatisfied! We all gotta be slaves to permanent contracts so the government knows what unavoidable tik tok advertisements we...