T-Mobile — Local services in Knightdale

Edit: After reaching out to the store manager directly + this review he fixed EVERYTHING promptly. He has been more than understanding and proactive in what seems to have been a simple fix. I appreciate his time and effort.

If I could leave 0 stars I would. I came into T-Mobile looking for a better deal than I had with AT&T. I had a paid off iPhone 13 and a paid off Samsung phone. I was trying to bring 2 established #s over and open a new line for my daughter. The sales person at T-Mobile advised there was a promo for 4 lines for $100 per month and for trading in both phones I would receive a credit and not have to pay anything on the new phones or my daughters new phone which is a basic android. The price for my plan has NEVER been correct on my bill and I am being charged almost $40 a month for a phone that was supposed to be free. My phone bill is almost $160. When I came in to the store to drop off my phone the day AFTER I opened my account, you all realized that my trade in wasn’t in the deal. Your assistant manager Anthony advised he would take care of it and took my old phone. I was never provided a receipt or anything; so your corporate doesn’t believe me without proof. But OBVIOUSLY I don’t have my old phone, you do. I called back and spoke with Anthony again 3 weeks ago and he advised he would take care of it and call me back. I have YET to receive a call. I just paid a $157 bill and that’s WITH the auto pay discount. If T-Mobile is not going to make this right, I need to be let out of this contract and you can have your phones back. I refuse to do business with this store or this company. Save yourselves the trouble and DO NOT come into this retail location or deal with T-Mobile at all. I have worked in sales, customer service and business development my entire adult life and I have never experienced anything like this. Again, SAVE YOURSELF...

Rob N. is the rudest sales person I've ever met! We went to this T Mobile store to replace my phone that stopped working. I told Rob N. that I didn't want a very expensive phone since I only use it for talk and text. He checked on the one I wanted and of course they didn't have it in stock, so he proceeds to show me a LG phone that was twice what the other was. My husband had a VERY bad experience with a LG phone about 3 years ago and he was trying to explain that to Rob N., but for some reason Rob N. became very defensive about that phone and said "My daughter has that phone and it's not a piece of crap!" He was almost hostile about it. I tried to tell him that there was not need to be defensive about it, he said we attacked him and that we should go somewhere else to get our phone. I asked for his name as he walked away and he straight up refused to give me his name! He actually said "NO, I'M NOT GIVING YOU MY NAME!". Why wouldn't he? I have no problem giving my name to anyone. My husband took one of his cards from his area and when he saw him take it Rob N. yells across the store that his name was Rob. He also refused to give me the name of the manager until his co-worker told him to give it to me. And when my husband did call the manager, he didn't seem to care anymore than Rob N. did. What a nightmare!!! I ended up finding the kind of phone I needed at Target on sale for $40 and Noel the sales person at the Garner Target was so professional and kind. And when I asked her for her name, without hesitation she gave me her name. Maybe T Mobile should learn a thing or two from Target about customer service. We stay away from LG phones because of bad service, and for that reason we will also stay away from the T Mobile store in Knightdale because of horrible service.

To think that all this happened because we were not allowed to choose our...

I have been a loyal T-Mobile customer for almost 20 years, but after this experience, I would strongly advise anyone to avoid their service at all costs. T-Mobile admitted they wrongfully charged me $49 per month for nearly two years- totaling well over $1,000—for a phone lease and insurance on a device I never purchased or leased from them. I bought my phone outright at Apple.

For the past six months, I have spent countless hours on the phone with T-Mobile customer service, speaking with dozens of representatives who all assured me they were escalating my case to the highest level. Every time, I was promised a follow-up by a specific date, only for that date to pass without ANY response. The only resolution I have received is confirmation that the erroneous charge has finally been removed—but no refund, no explanation, no accountability.

In a desperate attempt to get real help, I visited the T-Mobile store at the Knightdale location, where I spoke with Anthony, a manager. He shook my hand and personally guarantees that he would escalate my case and follow up with me the next day. That was two days ago. I have called the store multiple times during business hours, and no one has answered or returned my calls.

T-Mobile has stolen money from me, and this is not the first time this has happened to my family. Their so-called “award-winning customer service” is nothing but a joke. Their employees blatantly lie about escalating cases and providing follow-ups. If this is how they treat a long-term customer, I can’t imagine how they handle new ones.

Do NOT trust T-Mobile with your money, your service, or your time. Their incompetence and dishonesty are beyond...