T-Mobile — Local services in Houston

Alvin P. you turned my regret from switching carriers to a satisfied customer because of your willingness to go above and beyond for your client. Where do I begin... I'm a first time T-Mobile customer that was trying to switch over from AT&T. For 5 hours yesterday, traveling to multiple store locations across town, to having spent hours on the phone with the 1-800 number of T-Mobile's call center across the world... due to a mistake from another associate at the first T-Mobile store I visited. It was the last thing one wants to go through after a full day of work.

This store closes at 8PM and we arrived at 7:35PM to try and reactivate my sister's phone (since they cancelled her line on accident and transferred my number over to hers.. a complete mess). We stayed at the store until about 9:30PM while the entire time, Alvin not only reassured us that we can stay as long as it takes to figure out this situation, but he lent us his phone to utilize for the call as well since both my sister and I's phone had no service while we waited for it to be activated/re-actived. On top of that, he didn't even get compensated or recognized for the sale (2 new open lines) but yet he stood by our side and made sure we were taken care of. I'm taking the time to write this review because I understand the frustrations that come with this type of retail sales. But when an organization finds good people like Alvin, it truly brings immense value to the entire company and it also has a significant impact on the consumers' experience which in turn could either potentially make them a lifelong customer or to avoid T-Mobile as a whole moving forward. I can confidently say due to Alvin's actions yesterday, it turned the incredibly tedious experience to an experience of gratitude that there are competent and empathetic employees willing to make things right. T-Mobile, you have a good one on your hands, it's always best practice to retain and show appreciation for those types of employees rather than to focus on attaining new ones and hoping that you might find the same...

This location could've potentially received a better review than 1 stars and redeemed themselves from my last bad experience. We walked in and the store manager extremely unprofessional out loud in front of customers started whining about a bad review my wife left. Instead of asking to speak with her on how to make our experience better (because she reassured him it was her who left it). He had bad attitude the entire time turned his back on us. Pouted the entire time went to the back with all of his horrible energy never bothered to make things better or even try. This is the leader you have driving contribution at this location.where is his heart for people. Who hired him horrible customer service. Zane on the other hand gave great customer service I was not going to give more than 3 stars because the store leaders additude the entire time. More over he must've went back and spoke with the employee who was extremely rude to me to begin with. On his way out he started fist bumping people turned around gave me and smerk and eyeroll and kept walking... It's ok I don't blame him I blame the store manager. For showing his employees it's ok to be disrespectful and not take care of your piece of the business by taking care of your customers. Everyone should matter coming in to that store. This is my third bad experience here. It's so sad I feel untill you get rid of this leader the culture of this store will not change. You should think about customer turnover....I'm not the only one who has voiced these concerns. I will not stop coming here and I do leave reviews every time good or bad. Have a great day.... TMobile please speak to this leader. He definitely needs more people skills training maybe provide this to him. He needs it....I will be stopping by for DMs phone number to escalate my concerns about the store...

Rude and unprofessional No people skills what so ever. The only way they know how to resolve things is by taking your money..I went in yesterday to exchange my edge 7 because there's a purple line running down my phone. They had inspected my phone for scratch and cracks nothing wrong with it,( this was a couple of days ago)they were supposed to message me (which they never did) to tell me that my phone arrived. So I asked one of the lazy girls that was just standing there if she could help me out. She slightly rolled her eyes and does. Long story short...instead of inspecting my phone in front of me, she takes my phone with her and comes back and tells me that it has a cracked lense. I asked her why didn't she inspect it in front of me before taking off with my phone then comes back to tell me that..she, for the first time since she began helping me finally looks at me and say "DO YOU WANT ME TO GET SECURITY TO KICK YOU OUT " I'm like for what. All I said was " my phone wasn't like that when I handed it to you. Then she says "WELL IT'S NOT MY FAULT YOU DROP YOUR PHONE "..that's when I called corporate and walked away. But not even corporate could help, it was a he/she or she/he from the Philippines cause I asked for the store number and I was told that I was speaking to someone from the Philippines and that they didn't have a store number. BOTTOM LINE, THIS STORE SUCKS BALLS!!! So now instead of the $5 phone exchange they want me to pay $175...