T-Mobile Authorized Retailer — Local services in Key West

I cannot emphasize how much I have been helped at this T-Mobile. I've moved away and dealt with other local T-Mobile stores and had okay experiences, but I've never had people as friendly and knowledgable as the people in Key West. We recently lost someone, and they had been the account holder, so my sister and I had been in touch with T-Mobile and had been paying regularly. We wanted to keep our original phone numbers and voicemails, which are connected to your account. A week ago, a traumatic moment took place where my phone stopped working. No 611 option. I knew I could call T-Mobile with my husband's phone, but I opted to rush to this store. They told me that my account had suddenly been closed and I'd lost my phone number...the one I've had since 2003. Not mention that of my sister's...it was gone too. The actual warning was still in delayed mail, (I reviewed it 5 days after cancellation) so, with no warning, the mobile account we'd had since 2003 was just...gone. The moment I walked into the store, Joe asked me if he could help. I was probably pale and a little shaky when I asked him if there was -anything- we could do to help me try to get my account and phone numbers back. This is normally next-to-impossible. Joe immediately got on the phone and called the company. He was swift in his communication and was able to retrieve my lost phone numbers, one at a time. If it hadn't been for my confidence in the store, and the help and sheer speed at which Joe took action in that time of crisis, we would have lost our numbers forever and all of our voicemails. If not for people like Joe, I would no longer be with T-Mobile. This store is the reason I continued...

If you are desperate for a phone please try to go anywhere else. My phone was water damaged and unfortunately, this was the closest TMobile. I called ahead, explained the situation and told them which phone I needed. I was advised there would be no issue and that they had plenty in stock. My husband and I arrived a few hours later and the employees were too busy standing around the store or hanging out in the back room to acknowledge us for about 10 minutes.

After we were finally asked what we needed, the employee told us we would need to pay a deposit in cash. We said we shouldn’t even have a deposit for our account but accepted this. When he returned after several minutes, we were told that we would be required to buy two accessories in order to get the phone. We expressed how ridiculous this was and asked to speak to a supervisor. We were told that none worked onsite and were advised to call the out of state number on the wall. No one answered or called back. We left without the phone and got a relative to pick one up on their way to the Keys. None of these “requirements” occurred at the other store.

We called the TMobile corporate number and they expressed that none of this should have occurred. We had no required deposit and there was not a requirement to purchase anything else. Needless to say, this was an attempt to scam us in a desperate situation. I do not know if this scam was coming from “management” or the employees but regardless, these are disgusting business practices and I’m sure others have fallen victim. Unfortunately, this is the only TMobile in the Keys so they probably get away with this all the time. If you can help it, please...

I have been a TMobile customer for at least 6 years here in KW after 30 years w ATT. After some disappointments, still very happy...Thanks Junior for being so helpful and patient..

Long back story...My initial experience switching to TMobile years ago was fabulous... bc tech stuff confuses me I had to return a few times for help. Thomas, AJ and the other techs were always patient and helpful.

I could tell some techs knew more than others but the spirit to give the best service and explanations to customers was evident. Coverage was pretty good and certainly better than ATT. Covid hit, i was comfortable with my phone, no need to visit the store for years.

Recently the store moved and there are all new techs. I dont know if the store changed from a corporate store to an authorized dealer but my last visit right after the move was problematic. I was stressed without a working phone.

Problems w my phone were not explained or solved and I was stymied but what an authorized dealer can do compared to a corporate store.

Eventually after a lot of online effort I solved my phone issues w Samsung directly and considered changing carriers.

Recently I went back to the store for some help. The staff, especially Junior were very patient and extremely helpful... i dont know if my recent experience is bc the techs know more now or I am less reactive. I am grateful to still have reliable help with...