T-Mobile Experience Store — Local services in Huntersville

I brought service from AT&T and signed up at a different store. Unfortunately, the new iPhone promo was not applied, work perks were not applied, and the monthly line price for watches was wrong. I called customer service and after an hour, they were no help at all. I then decided to go to the Huntersville location since it is closest to my house. The representative, Betsy, was fantastic. She was able to see my bill was wrong and let me know exactly what changes need to occur to fix it. I asked to have the correct changes applied in the Huntersville store and was told that I need to go back to the original store where I set up service. This was after she went to the back and spoke with the manager. I asked several times to have the changes applied in store and was told the Huntersville store was not able to do this. The next day, I then returned to the original store (25min from my house) where I signed up. I find out that the Huntersville store is actually a "customer experience" store and should have been able to apply the correct changes to my bill. I also find out that the Huntersville manager, Zach, called the original store and was very rude to their manager. Yes, the employee that helped me did not set my account right, but this is inappropriate. Especially, when he could have graciously helped me at the Huntersville store. Instead, I had to drive back to the original store. This is not the customer service advertised by T-Mobile. I originally was very impressed and have several friends that plan to switch, but have now told them to hold off given the billing discrepancies, as well as over customer service experience. The assistant manager at the original store was very understanding and is doing everything in his power to get this straightened out. It is unfortunate a "customer experience" store was unable to correct billing mistakes. The manager never even came out to speak with me. After going to a store 3 different times, phone calls, and a chat I have spent hours just trying to setup service and correct these mistakes. This has been a disappointing experience.

Hi, this is an edit to my above review. This morning I checked my email and there was a reply from a different manager with an email for me to contact? This reply seems to have been removed and I can no longer see the email. I'm not sure why it would have been removed before I had a chance to reply. I would like the email that was originally posted this...

Some time ago T Mobile sent me a signal booster for my house. It was made clear that the equipment was TM's and had to be returned to them at some point or I would be charged close to $300.00. Booster never really got up past 1 bar. I went online to find out how to return it. Was told to take it to a local T Mobile store. I took a screen shot of this online direction by TM and took it with the equipment to this TM store. When I took the equipment into the store, the Retail Assoc. Mgr. acted like he did not know what it was and did not want it. I explained as best I could. When he was still acting like he wasn't going to accept it, I showed him the screen shot I printed. He jumped into action then. Said he was getting an error message on looking this up. He then stayed on phone (out of hearing range from me) at least a good 15 to 20 mins. He then told me that I was sent an email with a UPS label attached to return the equipment! When I returned home to print out the label, I busted out laughing! Why!? The email listed 2 methods to return with first preferred method being .... return it to a local store. What was so hilarious was that I standing in a TM store most definitely bent on not accepting it When The Email Was Sent! TM attitude at this store is to cause the customer as much work as possible in order for them (TM) to AVOID what they were directed to do. Question? Who would be responsible for shipping damage? Several days after delivery confirmation, I went online again. Why have I not been notified of return. Was told it had been but it would be 7 to 10 business days before I was notified. I am now busy shopping for another carrier as this is one of MANY POOR customer service examples.

Update: This was the straw that broke the proverbial camel's back. As of today, I am no longer with T Mobile!

Second update: I was told by T Mobile employee that goods had been returned, were headed back to warehouse and that I was good to go. Luckily I made a screenshot. Today, I received from T Mobile a threat that if I did not return the goods I was going to be billed $289. This threat also included ANOTHER ups label for return. As I said, luckily I have a screen shot ... but I still have to fight this mess to prove that I did. All because of a lazy T Mobile employee. Deal with these folks at...

My and my wife went to the Huntersville TMobile location to look for phones and plans, was greeted when we arrived, had to wait a few minutes for a rep to come talk to us due to being number 7 in line, they were busy but still helpful. After about 15 minutes a rep started talking to us discussing our visit, she turned to over to another representative due to all the people coming into the store! That’s when we meet Betsy Avellaneda! Betsy started talking to us discussing our needs, she was amassing personal to talk to, answered all our questions and concerns!! She made several suggestions which really helped with discounts and plan options, she was amazing!!!! Very professional and courteous!!! We were switching from Straight Talk to T Mobile due to the lack of service with Straight Talk!! She said there may be some issues switching due to Straight Talk liked being difficult to stop service! That’s was an understatement!!! For over 3 hours Betsy talked and texted and recalled Straight Talk trying to get them to release our contract information!! Betsy has way more patience than me!!!!! She never quit, she was persistent and more persistent and finally after 3 hours she was able to make all of our plans and phones work!!!! I could never have done what she was able to accomplish!!! She is amazing is an understatement!!! She was polite, courteous and very professional and she apologized for the delay even though it wasn’t her !!! It was Straight Talk!! Never again having anything to do with Straight Talk for sure!!! Betsy has more than earned our business!!! Someone needs to give her a raise!!! Again, thank you Betsy for all your hard work in making our lives better and easier!!!! Thank You!!! Thank You!!!! Tim and...