T-Mobile — Local services in Houston

This is unbelievable, nevertheless it is the entire truth!  My daughter chose to switch to T-Mobile and did so.  She then added me to her plan and paid all fees.  She was in another state, so she advised me I would have to go in and pick out me a phone.  I went to the T-Mobile store and waited for quite a while.  They were very slow. A young girl came over to help me.  I told her I was there to pick out a phone, get added to my daughter’s plan and get it activated.  I also told her that my daughter was using a promotional they were offering.  She tells me there are no promotionals, so I called my daughter and she tells her which promotional it is.  Next, my daughter tells her I want to trade in my IPhone 8.  The promotional was a half off offer on IPhone 14 if you get a third line.  We did this and now she doesn’t want to give us the half off the new phone.  My daughter tells her you don’t get to say no on a promotional T-Mobile is offering its new customers.  She goes and gets a supervisor because my daughter was demanding this now and the supervisor says, yes that is the promotional, she can get it and walks away.  I give her my phone and she says it’s cracked and I say, “where?”.  She points to the corner of my phone and I say, there’s no crack on the screen there. She squints her eyes and says right here.  I still didn’t see a crack.  My daughter at this point is livid and says, “momma she’s wants you to pay full amount for a phone because she gets commission off it”.  My daughter then says, “you’re not going to hustle my momma because she is a senior citizen”.  My daughter is on speaker phone and the supervisor hears her and comes over and says, it looks like a small crack so we won’t be able to take the phone. My daughter says, even if it is a small crack, you can still take it.  I tell my daughter, there is no crack on my phone.  I said how much is the phone?  She tells me $630.00.  My daughter says, just activate the line there and I will get the phone here.  The young girl then tells her it will be $89.00 and we ask what for?  She said “fees” and that’s all, but couldn’t explain what fees. At this point, I told my daughter I did not want to leave my phone company because this company was a mess!  Supervisor was no help.  They were scamming customers and finding the littlest thing to gain a commission on.  Trying not to honor promotionals and charging ridiculous unexplained fees.  My daughter said just leave momma, I’m going to write a review and file a complaint about this.  She said, go to another branch and even though I had had enough, I went to another one.  Before I left the young girl tells me the phone is more that $630.00 and did I still want it.  The audacity of her.  I walked right out the door and went to another location.  Sometimes you have to do a reset (lol). At the other store they were SUPER helpful and professional!!!  My daughter said she paid $10.00 for the transfer instead of the $89.00 at the other location. I got my phone, got it activated, got good instructions and went home satisfied with the second T-Mobile customer service workers.  The young girl that helped me was so sweet and kind and we talked the entire time while my phone was activating.  I say this to customers, watch out for these T-Mobile workers because they work on commission and will literally rob you with bogus fees to pad their pockets.  T-Mobile needs to look into this because this could become a serious matter that could lead to a class action legal battle for them.  If you are a senior citizen, they will take advantage of that for sure.  T-Mobile, you need to do better. I’m embarrassed for such a good company that came highly recommended to have these unfair practices.  Be vigilant when visiting them.

I read the reviews at the bad location and there were so many 1 star ratings with most of them stating bad customer service. The comment from the owner is always the same, "we sorry we didn't live up to your expectations". Lady you better wake up or your not going to be in business long. Handle up...

Kevin was very unprofessional yesterday (2/7/2023). While ordering a replacement phone. He made remarks on me as a wife to me, my husband and another customer and took things too far. Example of one comment "im divorced, i know all about women like that. I can speak on them". To a point the other random customer he was speaking to told told him to stop. It was disgusting. I was mortified.

Today. Michelle void my husband phone replace without approval. Then pretended she could not do anything. She sent him out the door without the new phone he had already text me from and told him he had to call customer service (without a working phone) and have them over night a new phone again but to our house this time. I spoke with Michelle on the phone when my husband came home without a phone. She was rude, defensive and talking over me. But she confirmed she voided the phone and we had to order another.

I called customer service and they said he can still have his phone replacement. She did not offer to do this. We got it done.

Par for the course with this horrible store.

Update: I called to verify the phone will be there tomorrow (same phone Michelle refused to give my husband). This is when she LIES and states she never said he could not have the phone. She told him to leave the store and call customer service to over night another phone after he said he wanted to proceed with the replacement!

And when I called I had her specifically state he could not have the phone after she "voided it". And there was nothing they could do. She lied right to me claiming she never did any of this after I got the right info from customer service! It doesn't even make sense !? Why send him away? Why say I had to call customer service!?

Sounds like she screwed up and was too lazy and rude to correct her mistake. That phone could have been given to my husband tonight even after being...

Still the same here they are not helping people the manger said my wife could not do anything with her phone that us under warranty because of her last name being different when last time we came we asked them to change it and they didn't now they said we had to call the company to change it we called the company in front of them and they where arguing about who should change it finally they say they can't change it that we would need some kind of proof and when we told them a sale person went through her account the week before they wanted to know who we forgot later my wife remembered who it was when I called them to say who it was and told them it was the manger said yes she wants to know to take care of it I said it was the big fat guy walking out when I was talking to them she said not to talk so insulting with her staff so I told her so this mean your not going to tell home anything right she said not if you are going to insult my staff ok so that means he's your friend relative or something for you to want to protect him so quickly that's. not how customer service works you as the company maid something so simple into something so difficult because you are being lazy and didn't want to change around 3 litters great good job this is why nobody wants to change or deal with this kind of company who wants to go with a company that just does not care about there customer and like I said on the phone Denise you work for me I pay your bill I'm the one that goes out of my way to use your product so you should take care of me not make it harder to where I want to write this whole thing for...