T-Mobile Authorized Retailer — Local services in Landover Hills

This review starts at this T-Mobile location (Landover) and then extends to T-Mobile customer service's handling of the situation afterward.

I have been a T-Mobile customer for over 10 years. I recently went to a TMobile store (the one in Landover, MD) to upgrade to a Samsung S8. I also inquired about adding my fiance to my account. She has a Verizon Samsung Note 5, and she uses it extensively to do essential parts of her job.

She didn't want to move to T-Mobile, but I convinced her of how much better it would be. I was expecting that she would have the same great experience I was used to receiving.

I told the gentleman that I wanted to look into switching her from Verizon to TMobile and using her existing Verizon Samsung Note 5. He told me that wouldn't be a problem, he showed me how to do it, and he sold me both my Samsung S8 and a SIM card for my fiance's Verizon Samsung Note 5. What he did not tell me, and what none of T-Mobile's advertising or information states, is that the Verizon Samsung Note 5 will not work well on the T-Mobile network. I, being a consumer and not an expert, had no way of knowing this before I made the 2 year commitment (however every T-Mobile customer service associate I spoke with after my complaint knew this information readily).

I personally did not discover this until after they had already put me on a 24 month payment plan for a $750 phone and had us close my fiance's Verizon account. I called them for assistance yesterday. That is when they told me that her phone wouldn't work well on T-Mobile's service. This is essential information to my buying decision that they left out of the sales presentation.

My fiance now has been missing phone calls, texts, and emails essential to her job. I explained the issue to several TMobile employees including several managers.

What was the solution they presented to me? The only option that was repeatedly presented to me was to accept a lower quality phone at no charge or to pay TMobile even more money to fix the problem THEY created. This solution was offered to me by several people from several offices.

When I asked to get a refund back for my purchases so that my account could be closed out, they refused to refund me the entire amount of what I paid them, stating that the SIM card they sold me for the Verizon Note 5 was non-refundable.

So essentially, my complaint is that TMobile withheld essential information from me during their sales presentation,and then trapped me with no options but to accept a lesser quality device or pay them more money. And then they wouldn't refund all the money I paid them so that I could take my...

Update: T-mobile once again tried to charge us with something they were offering for “free” it’s so upsetting that the employees continue to do this to people. Corey had told my brother he was going to send him a free screen protector unfortunately we noticed that he was charged for it later on. We also never received the screen protector, when they went to talk to them the customer service was horrible. We’re glad we were able to get it figured out it’s just unfortunate that the employees lack good customer service skills and professionalism. Unfortunately this is the closest location to our home, we never have issue with t-mobile it’s only when we visit this location.

update: 2 years later customer service with their new employees is just as bad. They all need proper training in customer service.

Let me just warn you that the guy with the glasses has no idea what he’s doing, tried to scam my parents with “free” product and was really pushing it, when we already know that NOTHING from tomoblie is free, also didn’t explain properly how to change phone lines to a different phone just told us to remove the chip so now we’re having issues with t mobile. Just save your time before it’s wasted at the store. Terrible...

I was there today at around 7:33p.m. Nina was very unprofessional, she talked down on me and when I finally did the research on my phone and showed her, she still was very unprofessional in terms of her demeanor and tone. I informed her of her behavior and called her attention to the fact that it was just a misunderstanding and that her behavior is uncalled for given that she is in the business of service/customer service. I was very calm and respectful to her during the entire time. She basically told me that I should leave the store and that they don't have to service me if I'm not pleased with her service and walked away from me. I went to Henry who was very professional and he assisted me with no issues. I have never, ever written a review on anyone, so for me to do this says how disappointed I was. I later learned that she is the assistant manager. There are Cameras all over in there, please 🙏 watch the Cameras to get an understanding of what I am saying. I had on a pink Tommy Hilfiger polo. Even if the Cameras doesn't pickup audio, just watching alone says it all. It goes without saying that Henry was awesome even though they see and know what's going on but...