T-Mobile Experience Store — Local services in Layton

Wish I could give it 0 stars.

I never realized how important good customer service was until this experience. My partner’s phone stopped working, so we decided to switch from our current carriers over to TMobile, and start a new plan together. We went in on a Saturday while my kids were at their dad’s house. They offered us a killer deal, 3 phone lines, with 3 free new iPhone 16s and they will pay the remainder of my phone off at my previous company. (T-mobile on Hillfield Rd. near Walmart) First visit: Corecxi helped us. He was patient and helpful. Walked us through the process and everything we needed to do. Probably spent a good 2 hours with him. Set everything up so all I needed to do was bring my daughter in the next day after I pick her up, to switch her phone over and upgrade to her new phone.

Second visit: Sat down with a woman, who went over everything and now told us that we don’t have enough financing to cover my daughter’s upgrade and we’d have to pay $280. Pretty irritating since we were told the day before we wouldn’t have to pay anything (besides a tax) on the phone. She then tells us, the iPhone 17 is coming out on Friday and if we wait until then, the iPhone 16 will drop in price approximately $100. Great! All week my daughter talks about how excited she is and she can’t wait to get her new phone. We wait for Friday to roll around and take her in right after school.

Third visit: This time the store manager Travis, “helps” us. He seemed super impatient and almost irritated. He told us we need to get a pin from our previous carrier so we can switch her number over. No help at all on how to do that. Pretty much stood there looking at us like he had better things to do. Finally pulled up our info and told us that in order to upgrade her phone, we now will have to pay approx $380. Since the iPhone 17 came out, the value of her old phone also dropped meaning less value for a trade in. Awesome, would have been nice to know that Sunday when the other woman told us we should wait until Friday so the upgrade will be $100 cheaper. Spent the whole week waiting so we could get the better price, only for it to go UP $100. He said there’s nothing he can do. He was pretty rude and not at all helpful. Horrible customer service skills. Made us feel like we are a bother to him. How come we were getting 3 different stories, from 3 different people, all at the same store? I asked him if I decided to cancel TMobile since it had been less than a week, if I would get my old phone back. He said no, and I will have to pay a $70 restocking fee. So not only would I have no phone, I’d also have to pay them to give them my new phone back. We were so upset and frustrated by the whole experience. My daughter left the store in tears. We decided to just go check another t-mobile retailer. (On Antelope near Ross) I feel bad because we walked in probably still having steam coming out our ears! Jack helped us and told us our options. He told us what we need to do to get the best deal and how to switch over her old phone to t-mobile. He was very kind and helpful. Then he got his manager, Jeremy. I have never met someone so good at their job. He was so kind and patient and had the biggest smile on his face the whole time. He was so understanding of our situation and walked us through everything. We went on our T-mobile app and found out we were able to trade in her old phone for the iPhone 16 for $175 with tax. So please, tell me how the store manager at the other store told us it would be $380 only an hour previously? Come to find out, he was the corporate manager at the corporate store. Horrible customer service. Please avoid that store at all costs! He doesn’t care for the customers,...

This review is for tmobile in general. You use to be able to go into a store and get help on most anything. Now they make you call customer care for most everything. That would be nice and all however you sit on hold way too long to talk to someone. I'm currently on hold with customer care because for the past few few days I keep not having service. I will try to make a call and it tries calling forever. I then hang it up and it says that it's hung up so I try to make a call again. Then it says to end the call first and it's all of the sudden on the call still. I have to restart my phone 15-20 times a day to make calls and it only fixes it for that moment. To make things even better I've had to have wifi on to make calls too. I would say maybe it's my phone, however it's happening to others on my phone account as well. We are all in different locations too. So here I am calling customer care because that's the only way I'm told that I can get help. I sat on hold for 55 minutes just to get someone to answer to be told I need to talk to the technical department. I asked how long I would have to wait to talk to them and got told they couldn't tell me. I said maybe you guys should make it so people don't have to sit on hold to talk to someone because not everyone has all day to sit on the phone. I then said I have medical I deal with so I need my phone to work and because of that I don't have time to sit on hold all day. So here I am waiting on hold for the technical department to answer the for 35 minutes now and who knows when they will answer. Waiting this long to get this resolved is...

I would give 10 stars on this visit if I could. Huge thanks to Whitney and also Travis.

One week prior to our visit to this Tmobile store, we spent a couple of hours with a rep at another location. The plan, upgrade, new phones, discount and gift cards seemed too good to be true. Well.... later that evening we received a message saying a mistake was made and what we signed up for was only for new customers. They knew we were customers for 19 years.

Long story short, after many phone calls, (the chat we had was helpful and I give credit for that) and visits to Tmobile reps who really couldn't/didn't help, I questioned why we were staying with Tmobile after all these years.

We called the Hill Field location and Travis said they could help us with the phones we already received and re--processing the order. Going to a corporate store made all the difference.

Travis introduced us to Whitney who was exceptional with us. She did everything they could to make things right. We showed them screenshots of chats with Tmobile to confirm what they told us. Every minute spent with her was well worth it. We left as happy customers, with trade ins complete, new phones and pricing confirmed. It was all worked out. She even by-passed a fee since we had such a negative experience.

Thank you so much Travis and especially Whitney for making things right. Great customer service is almost dead but Whitney displayed her dedication to customers...