T-Mobile — Local services in Houston

I walked into the store and with my husband just to support him in making a new purchase. I was fairly satisfied with my tMobile service. The store is under new management now and the new sales manager, Douglas, made all the difference. I'd always known that I was settling while I'd stayed with TMobile year after year. Let's be reasonable, any time you go anywhere to have your apple product serviced, mobile phone serviced or car serviced, you're not typically a happy camper. I don't know what those other folks are talking about. This store is legitimately about the customer and I enjoyed my time here. The music, the clean and spacious environment and restrooms and most of all THE EXCELLENT SERVICE.

Today, my husband just came by to get the newest iPhone and I was invited by Douglas to transfer to Sprint, if I thought it would be the best option. He rolled out a couple of good ones and let me think about it, saying he had all the time in the world. I felt no pressure. I just needed to think for a moment and not be impulsive. Well, what Douglas offered not only won my husband over but, it won me over also. He had also been in the same plan for years and I hadn't been able to convince him that he could do better with a new plan anywhere else. My husband also received special offers on his accessories without even asking.

This is not the Sprint store of old, with lines to the door and out. They offer bottled water, honest and open communication. Juan, the customer service rep made sure he gave us a clear timeline for what needed to be done to transfer service and activate our iPhones. They seem to want to offer us the best plans for our lifestyle and I'm so happy I've returned to Sprint.

Sprint on Koehler is awesome! On top of it all, they didn't let us leave without one more offer. I can retroactively win my friend $50 for referring me and receive a $50 Amex gift card in the process. It's been a win-win with Douglas and Juan at...

Worst in-store experience ever!!! Sprint your customer support and customer service are the worst of the absolute worst- across the board. I have been a customer for over 15 years and I'm more and more disgusted with your service every year. I ordered a phone online and opted to pick it up instore. When I arrived to pick it up i was informed that the store didn't have the phone. This is after I called the store to tell them I wouls be late to my appointment - giving them my name and purchase info. Meaning they could've told me then that the phone wasn't in stock. Store manager Cameron said i should've received an email... I didn't. Guess what he did to help me rectify an error on Sprint's part?? Nothing. Not one thing. He didn't offer to call customer care. He didnt offer to look in the system for another location, he didnt even offer to look in the back to see if they had the same phone, but in another color- I HAD TO ASK HIM TO DO THAT SIMPLE THING!! Your Corporate Customer Experience Manager needs to really invest in teaching stores how to provide better service. This isn't the first location I've had a bad experience in, but it will be the...

5.31.24 Edit one month later….never mind. Ashley was awesome! But I was told the second line was removed from my account, it was not ..+$198 later on the phone with tmobile customer service again. I would NOT recommend T-Mobile to anyone. This is the only service provider where I have ever experienced FREQUENT loss of service (my phone in SOS mode) and I have to call customer support at least once a month. Many times more. One person says one thing, I call back to check on progress and speak to someone else…”oh no that’s not right, this is right…” always seem to want more money and hence things magically work.

I feel bad for the customer support team, it’s clear that T-Mobile leadership does not prioritize training or ensuring team members have support and knowledge. All the confusion leads to frustration that phone reps have to field but no one seems to know what is going on.

April 2024 - Ashley was super helpful!! She quickly resolved my issue and had my phone up and running...