T-Mobile Authorized Retailer — Local services in Houston

Purchased new iPhone 15 was told as Mgr. Hugo brought out 2 tracking devices gave to sales person to give me? I was told they were free on a promo I had bought a iPhone 15. And would be CHG $8.91 for connection to iPhone. This was miss leading and false ! What they did was slide that in and I’m being CHG. Now for 2 devices I don’t need and falsely told items were free yes they’re free after 2 years of paying them monthly. I then went to T-Mobile by my house was told I had to go back to this store return them . I called T-Mobile then also told take them back tell them they must call empowerment line to be removed! I live 45 miles to go back Sunday spoke with the same manager “Hugo “ showed up late open store at 11:15 attitude was bad said he couldn’t do it ? I told him no, sir T-Mobile told me to do not leave the store without him doing what he knew to do with removing these two devices off my account reaching out to empowerment line 3 party . He was surprise I spoke and they told me what to tell him and said “Oh Perfect”. He entered on his iPad numbers took the tracking devices and said there! I said no I need a receipt for those he said he couldn’t give me one if I wanted I could screen shot what he did on the iPad which is what I did. He said I will take 24 -48 hrs and it’s been 4 days and hasn’t been done ? I’m. Having to go back again after calling the store and told they need see my driver license and come back again the mgr isn’t in? This all happens 9-13-25 and today is 9-17-25 . I will never do business with this store again! This has been a nightmare and bad customer service! Especially...

This is for the T-Mobile at 7011 Harrisburg in Houston. As a new customer I was excited to give TMobile a try and get two phones with a great plan. The service from the manager Hugo was horrible if it wasn’t for Ricky the other worker I would have left without hesitation. Trying to transfer info from my ATT I phone to T mobile was a nightmare with Hugo. He made me feel as I was doing him a favor didn’t talk much unfriendly and just plain lazy. I ask the guy for a piece of writing paper to write info so I would not for get and his answer was trying to give me a 1/2 by 1” sticky note. Omg I looked at him and said are your serious. He just gave me that blank look. So I had to go out to my car a get a notebook. Upon returning he was no where to be found. His disappearance to the back lasted about 35 minutes, meanwhile Ricky stepped up to the plate by not only helping me but still managed to help several other customers as well. And of course when all the work was done Hugo suddenly appeared. This didn’t happen once but several times I was there. T-Mobile I don’t know where you find managers like Hugo. Even if this store is franchising out do you really want someone like Hugo representing your company name . If it wasn’t for Ricky I would have and went somewhere else. Ricky in my opinion is the real leader here. And if that location can’t appreciate or even recognize that it’s a shame. This why I gave the review only one Star. But Ricky deserves 5 STARS for helping...

This a 3rd party retailer, meaning they will do absolutely everything in their power to not accept your protection /warranty returns due to an in store policy where if the the factory doesn't accept it the individual employee is charged. Seems very shady and I personally witnessed the manager lie on the phone with customer service saying I DAMAGED my phone, when the issue was with the software. I had a flip phone that was undamaged but not recognizing my touch. The manager tried to say external scratches on the outside screen (normal wear and tear, the phone case literally doesn't cover the smaller outside screen.) was the reason my internal screen stopped working. HE LIED and said I damaged the inside of my phone from this. What a BOZO. I was able to return the phone via customer service and my phone was accepted with zero issues. Before you go here for help I recommend just going online/thru customer where they treat you with respect or at least an the real store and not...