T-Mobile — Local services in Holly Springs

Let's start with when I arrived. I got a friendly greeting. I came in with my family to upgrade our phones. The manager explained that we would be helped by "I would guess a new employee" because he had to speak to his manager for every question that i asked. The employee explained that i would have to order phones online while i was there to receive $35.00 off per phone. Slighted frustrated due to coming to the store and having to do things online.. employee seemed as if he didn't want to be there working and appeared frustrated with me for asking questions, then having to run into the back to ask the manager for assistance. NOT ONCE DID THE MANAGER COME OUT TO SEE IF HE COULD ASSIST. After being told one thing, leading me to believe a cost for phones, then during that process, the price changed dramatically. I said i didn't want to continue and stated i might as well just buy the phone outright. I stated that I could go to verizon and get 4 free phones. They stated okay. Never offered me any kind of suggestions on maybe using different phones or upgrading maybe two phones at a time. Nothing as if I was flat out expendable. Which I know I am. Customer service was just horrible. The employee that I was dealing with was obviously new and maybe retail isn't his thing. In the end it was a big waste of my time. I ended up going to Verizon getting...

So for the past 2 weeks me and my wife have been battling back and forth with the 1800 customer service number telling us they couldn’t do anything with out the PIN number that I could no longer get because I had switched services back in September of 21 long story short I went in to the T-Mobile store in holly springs and was greeted by LaFonia Edwards she went above and beyond for me when I told her the amount of money that had been taken from me since September when I canceled my account she sat me down offering me her chair because the other ones were all taken and instantly got on the phone and called everyone she had to even went one step further when the first person told us she could only give us the past 90 days as a refund she decided to get on her personal phone and call her higher ups and got me my full refund with in an hour for sure if you are looking for truly amazing customer service go see LaFonia she is a great person and truly cares NOT just there to collect a pay check. I am extremely great full for all your hard work for me and my...

I recently visited this store to upgrade my phone. After discussing my options with Shanea, I ultimately decided to upgrade two of the phones on my plan. She was very patient and explained many different options and didn’t pressure me when I was trying to decide. Terrence joined the conversation to answer a few additional questions—he, too, was very personable and knowledgeable. They even sent another staff member to the store in Apex to pick up the exact phone I wanted as they didn’t have it in stock.

Later that night, I brought my daughter back so that we could complete the process of transferring her data to her new phone. Shanea had left, so this time Craig helped us and he was awesome with my daughter. Even though we weren’t done until after closing time, neither Craig nor Terrence seemed rushed or annoyed.

This team gave excellent service, answered all of my (many!) questions, and did it all with a smile and a couple of funny stories to help pass the time. I could not have been happier with...