T-Mobile — Local services in Houston

Came into the store to buy a phone for an existing line. The store was busy so we waited after checking-in. After a few minutes, the crowd died down and there were more employees than customers. I continued to wait an additional 30 minutes after the rush had ended; what compelled me to give it 1 star was the customer service we received while we waited and asked for help.

The Latino gentleman with the glasses and radio (can't remember his name) wasn't helping a customer. After asking for his help he referred my family to call 411 instead, which we found disrespectful but continued to wait. After 10 more minutes, he and another employee were helping one customer set up their iPhone. I had asked if the second employee can help us while the first one sets up the phone (don't need two people to set up a single phone) ; I was told AGAIN to call 411 instead (told twice to me and once to my family, for a grand total of 3 times). I was very upset now because there were multiple employees that weren't busy helping other customers, but wouldn't help me without his authorization. I expressed this to him and he FINALLY gave in and sent an employee to help me; it's disappointing it took so long (50+ minutes) considering my family have been customers for years.

The employee sent to help us was nice enough and was more professional; but we ended up getting the phone at Best buy instead since they price matched; TMobile doesn't.

Had it not been for the rash response to call 411 instead of helping us himself, then this would've been 4 stars. We came to the store expecting help, not to be pushed away to call the help line at every moment. I can see why they wanted to do business over the phone, it was so we couldn't see how inefficiently the store was being managed. I truly hope this gets addressed and the employee gets properly trained on how to engage customers...

I was there today and had to wait over 30 minutes just to be informed I could not do anything because I am not the account holder. I understand that but I asked Edward if I could make a suggestion about how the welcoming process should also have the question are you the account holder or authorized to make changes? To what he responded there was no point in making such suggestion because it was not going to happen. So, I asked for a manager and he simply said there was no manager available and no need to make a suggestion because they were not going To change their procedure. In conclusion, acording to Edward Tmobile does not accept suggestions from customers on how to improve their service! Sucks! Not Tmobile but Edwards attitude! He as a customer service rep should have pretended to be listening to me and just pretend and say “I understand how you feel in this moment, after waiting for more than half an hour to be helped. I will definitely pass on the message and see what we can do to include that as part of the questions we ask When we first welcome customers to our store. We’re sorry that we couldn’t fully assist you today, I suggest that the accoUnt holder calls cust service and authorizes you to make changes too” I don’t know! Tmobile please train Edward to be a good customer service representative because my impression about him is that he was...

Really nice store played great music but there is a guy there that is colorist! When I went into the store I asked to buy a phone he told me no because I didn’t have an ID. I also asked if my daughter(underaged)could buy a phone he said yes but prepaid (which was what I already intended on buying) he then pointed me to some out of date Samsung phone, I told him no and that I wanted the newest iPhones. He then let me purchase the phones I wanted for myself and my daughter and then proceeded to install clear phone cases and screen protectors on our phones(while we were checking out several other phone cases). I then asked him about the installations he had started without my permission and he told me that they come with the phone anytime they sell a new phone in other words I assumed he meant free because he didn’t ask me. He swiped my credit card and charged me $2,000 for everything. I wasn’t upset about paying full price on the phones I was really upset that he charged me $40 for x2 clear phone cases and x2 screen protectors and told me he was doing it for Free. He gave me my receipt after the purchases were made. I was really respectful and didn’t give off bad vibes he gave me vibes of...