T-Mobile Authorized Retailer — Local services in Lacey Township

Worst customer service experience I've ever had. Signed up for a promo for two phones & two watches or a watch and a tablet for a set price. We wanted to upgrade our old phones and the Lanoka harbor store assured us that with the new promo compared to our original "old" plan with new phones it would be cheaper and you get the tablet and watch included. My first bill increased significantly almost $200 a month more than what we were quoted. The first time I went into correct it I was told the bill will corrected itself after the promo kicked in. We waited a month still didn't correct itself. I was on the hook for over $600 for two months worth of services and couldn't make sense as to why. So I went back into the store. This time they "helped" and called customer service in store on my behalf to correct the promo situation, which they said was now resolved at the time. On top of the promo and monthly bill being incorrect, I was charged a past due balance that was never supposed to be there and was told after they "corrected" the promo issue that they can't handle refunds/bill disputes in store. So yet again still not 100% fixed but atleast they fixed the promo. Incorrect. Nothing was actually applied to my plan so the promo was still incorrect. Ultimately I called T-Mobile customer service which stated most if not all the promos were inputted incorrectly and that our trade in for our iPhones weren't being applied to our accounts as well as the other promos. After several phone meetings with t mobile customer care they were able to refund me my "past due balance that didn't exist". The promo issue still hasn't been fully resolved to date. So now I am overpaying for my cell phone service and accruing a credit balance that will have to be paid back by t mobile . Why do they want me to pay the incorrect balance of my account and wait until they figure out the promos situation on there end and provide me a bill credits when the "promos" that were supposed to applied in November are applied. I am still dealing with these problems since November and being charged almost $ 60 + monthly more than what we were previously quoted. Its plain and simple its false advertising, and predatory business practice. We will see if T-Mobile customer care can sort out the issue. What I don't understand if they are aware I am being overcharged and the correct promotions are not being applied why it so hard to change what I was told I was buying. I have all documentation. If I go into a retail location with a receipt after realizing that I had been over charged and I provide my receipt "evidence" of the mistake made. I will automatically be refunded my money and balance would be corrected. Why do I have to deal with customer service for months on end in order to correct an issue that falls at the responsibility of the store who assisted in signing me up for the plan and promo package they were selling. Mistakes happen, I understand, but to leave your customers high and dry to deal with the mistake of either the store or t mobile in general is just unacceptable. As for reading these recent reviews it sounds like I am not the only one experiencing this issue. As a customer of 10+ years it maybe time to switch to a carrier that is more realiable and...

First off, was lied to about a promo deal. The guy who opened our account in the store said the promo came with 2 phones, 2 tablets and a galaxy watch absolutely free. Told him we didnt want the tablets or watch and he said the price was barely lower without so we should take the promo. He drew out a plan and said our total amount was $206 including taxes and that would never increase. Realized when we got home that we were charged to activate the tablets and watch. We knew we were paying phone activation fees but were never explained to that we had to pay activation fees for the 3 items we didnt even want to begin with. Tried to take the tablets and watch back the next day and same guy was there, along with the manager who was very unfriendly and unapologetic, and was told we can return them but need to pay a restocking fee and also our promo deal would not be valid anymore and the price would go up so it was in our best interest to keep the devices we didnt want. So we did. Few days later, the bill on my account was $251 so we called customer service. She didnt know why it was that amount. Then my husband put in for the first responder discount and auto pay discount and she said the bill would lower to $135 within 1 to 3 days. It did not. Called CS again and the girl said the first responder discount went through and now our bill would be $224 monthly. Asked to talk to manager because the price was higher than we were quoted...and come to find out , phones werent free. We have to pay monthly for them. And the tablets and watch services are also not included in that "promo" price we were quoted. He said we had to go back to the store if we wanted to return the devices and would be charged those restock fees but we would qualify for a better discount. So all in all, we will have paid close to $200 in activation and restocking fees for 3 devices we clearly told the 1st guy we didnt want. We will have nothing to show for it but wasted time, aggravation, and $200 wasted as well. Once our contract is up, we will be leaving tmobile for good and i would NEVER recommend anyone go there, especially the lanoka harbor nj store. No one is held accountable for giving us false info, or straight out lies even. Talked to 3 reps on the phone, one a manager, and 3 reps in store, also including one manager. Every representative had a different answer to give and gives you the run around on who to talk to so you go in circles calling CS and going back to the store. They are a disgusting company with incompetant liars for employees!

Edit: just went to the corporate store in toms river nj and the employees and manager were very helpful, and apologetic for what happened in the other store. They got us on the plan we originally wanted and did their best to refund what they could. I recommend going to that store if any one ever wants to deal...

Every 1 star review on this site about this store is correct. I also was duped into not only giving up a great plan that I have had for years but into taking a “free phone and iPad”. My bill ,after turning in my Samsung galaxy which I was told would give me a$800 credit to my acct for the purchase of my iPhone, was suppose to raise only 18 dollars a month .my first bill was a little higher than that but I thought it was because I had purchased a screen saver and protective case in store which I was told would be charged on the next bills over the 24 month period. My bills have risen to well over 100 per month I couldn’t return the I pad or watch that I did not want because by the time I found out about the extra charges the two week return window has expired. I was told by t mobile that this is a private dealer so I had to deal with them . It’s a run around and there is no recourse. DO NOT DO BUSINESS WITH THIS STORE OR ANY OTHER PRIVATELY OWNED T MOBILE STORE. I have been a customer for over 20 years but as soon as the two year pay back is over I will be moving to another...