T-Mobile Authorized Retailer — Local services in Horizon City

We went to upgrade our phones about a month and a half ago. I explicitly told the sales person my fixed budget and he said he would make sure to abide by it and he would even "upgrade" our tablet and "include" phone accessories. It took him and two other employees about two hour to activate our electronics, they said their system was malfunctioning. We were patient because we understand that can sometimes happen plus we were getting a great deal and the employees were cordial and attentive. We left very satisfied that day to be honest. But today was a different story. We just paid our first bill, which went over what we thought we agreed to. We went to the store to find out about the extra charges and turns out the accessories that were included, are actually being charged (they were financed through our plan). I told the employee at the counter that I thought they were free, and he said "Oh no ma'am, we never use that word or else we get fired. They might have been "included" and we have cameras with voice recorders so I can assure you the employees never use the word free." He then proceeded to inform us that the tablet that was "upgraded" was actually activated with a new line so that is why our bill was higher than expected. I told him we never agreed to add an extra line and he said that was the only way we could have added it to our account. We said we would cancel that line and return the tablet so we could stay under our budget but apparently that's not an option anymore because we should have returned it 14 days after the purchase. How could have we returned it 14 days after the purchase if we didn't know we were going to get charged for something we didn't want. Anyways, the employee at the counter tonight was informative but unhelpful and apparently the salesperson that a duped us doesn't work there anymore so now we need to speak to the Assistant or the Manager to try and get it resolved who weren't available and we highly doubt the result will be in our favor. I'm so tired of people hiding behind big name companies to screw other people. These deceiving marketing strategies ended up putting us in a very tight spot. We were honest about how much we could afford to pay, but that didn't matter to that employee who chose to take advantage of the situation. And now it looks like no one...

Worst customer service ever. I’d much rather buy a burner phone than ever have to be a customer to your company again. Your marketing and “deals” are a fraud and scam. It’s a cover up so they can charge you double even triple the amount on your phone bill and say it’s “fees”. I tried canceling a line around 2021 the lady at the time said it was canceled. I go into one of the T-Mobile stores and questioned them on why my bill was so high I was paying 375-400 a month (my phones are both paid off already) the man showed me, 1) the line I tried canceling in 2021 was only suspended, so I was paying a suspension fee on top of the line still being active. 2) the amount of late fees I was being charged was ridiculously high. 3) the customer service representatives didn’t know what they were doing at all. I called back today to ensure the entire account was closed since I called June 2nd 2024 to cancel the whole account due to these ongoing issues. Just to find out my account is still active ON BOTH LINES. How many times do I have to call to cancel my plan? I will not be paying anymore money to your company yall scammed me enough and got all my money. I have proof and witnesses to my claim. I hope yall get sued in a class action lawsuit. I see I’m not the only one dealing with these issues. AT&T and Verizon are better carriers. Way more...

We got what we needed, however.... apparently, the store has a sensor/clicker near the front door that buzzes employees everytime a customer comes in or gets near the front door... if you have kids I would highly avoid this place as their reps are NOT patient and apparently got bothered because my toddler was walking (without touching anything) and the guy had to write on a piece of paper everytime the clicker buzzed on him.. apparently, they have to write down "every click" or every customer (or pretend customer) that comes in. It is not the CUSTOMER PROBLEM you have this silly tactic and have to tell me 3 or 4 times "don't let your kid go there" or "tell you wife not to get close to the door".. or " tell her not to come in and out more than once" The guy was clearly pissed that he had to write a line on a piece of paper everytime someone stepped on their front carpet. Like I said thats not the customers problem. I guess from now on I'll order online or go to Nother more kid...