T-Mobile — Local services in Houston

The service that was given to me was very poor. I went there because I bought my mother an apple phone for Mother’s Day. The woman that helped us apparently was a manager name Katherine. Once we arrived Katherine greeted me very politely. She asked what services We needed. As soon as I told her that I needed to activate a phone that was bought through the apple store her demeanor changed. She then asked if I was going to buy a screen protector or a cover for the phone. I told her that I was not because I had already bought that too. She was not happy with my answer so she said she had to go and she gave an excuse and told someone else to help us. She then went and started talking to another gentleman there too. We were obviously not important anymore because we were not buying anything. A woman named Nahomi came and added the card to the phone. Then she asked if we needed anything else, I asked to help us with the screen protector. She said she wasn’t able to put the screen on because I could sued her for this and that I had to buy it from them. I wasn’t going to buy another one. Then she asked if we needed to transfer our information I said yes. She said that it was going to be difficult because we were transferring from an android to an apple. She was not willing to give us service either. At this point I was upset. I told her that it was fine. I was probably gonna go to another store. I asked my mom to go because it was going to be impossible to get good service there. My mom looked at me sad and we just left. I just left because I didn’t think it was worth it to cause a scene. I’ve been a TMobile client for years. It was truly disappointing to be treated this way just because the items were not purchased at the store. I mean I’m still a TMobile customer, my entire family is and its sad that these employees give the company such a bad representation. It is not about good customer service anymore. It’s about commission and what we spend...

I’ve had issues EVERY SINGLE day with my Wi-Fi. I even asked them allll the questions about “will my wifi slow down during peak times” and did all of the research through T-Mobile first to confirm that my area was a good candidate for Wi-Fi considering their two huge towers one block away from me on both sides. After hours on the phone repeatedly on different occasions with representatives from customer support and receiving now for different routers, multiple attempts to soft reset and hard reset the routers, getting two new Sim cards, the Internet is actually getting worse. In order to use it to just stream TV which we don’t even use for video games etc., we have to reset the router at least once per hour. The only reason we haven’t changed back to another company yet is because we’ve been so incredibly busy and need Wi-Fi daily in the meanwhile to keep working. When we went into the store the other day to get a new router the guy that was working was so inattentive and did not care at all, so much so that when I asked what should we do from here if the Internet does not get better… And his exact answer was “cancel “.

And I said, could you say that again please? And he said I would just cancel it if it’s not working. I had to repeatedly ask him if he was still communicating with us as he would not even keep iContact and he mentioned that he was just there helping out the store from another location because they needed him. The customer service is beyond flat dull and unresponsive unless you are signing up for a new phone service or to buy a phone. Do NOT TRUST the internet promise they make to you. I wanted to save $15 bucks a month and...

I bought two IPhones from Lalo and he lied and told me my bill was increasing by $63 and afterwards customer service said my bill was increasing by over $100. I went back to the store two days later and Lalo gave me a different estimate and said I wasn't paying attention and blamed customer service and kept giving me different quotes and said I was confused. I been with tmobile for over 20 years but I will go to another service provider soon. Lalo was very unprofessional and i returned the phones because he did not even try to fix my bill and i still had to pay a restocking fee even after he admitted his mistake. Lalo and this store location has the worst customer service. This store doesn't even deserve one star. And Javi the store manager saw the situation and never helped or cared at all when he knew there was a problem. Very poor and unprofessional people that wear expert tags on their shirt but refused to help me. And i paid over 200 dollars in taxes and i didn't get that...