T-Mobile Experience Store — Local services in Leawood

Please, fire Enrique and then fire the store manager--twice. From the moment Enrique introduced himself, he responded to every comment with a negative directed at why he couldn't help us. The final comment was him telling his buddy who walked in with a bag of food, "just set it on the counter. I'll be right there." That was a clear indication that he had no intent in helping us. My wife gave me the look, so we stood to leave. Enrique in all his wisdom proclaimed, " I know where this is going."

We visited this store 2x on recommendation of T-Mobile/Sprint customer support. After an hour on the phone with support, this "corporate" Sprint store was recommended to help resolve issues with our account, which included credit for 2 new phones.

On our first visit, the manager took our information and asked us to wait for a technician. We waited 45 minutes only to be told by the tech that he wouldn't switch our account to magenta because it was past 6:00 PM. (This tech was very professional and took time to explain how T-Mobile would cure Sprint's contract debacle. His friendly demeanor almost wiped out the frustration of being turned away. But, alas; 1 right can't cure this store's problems.) We checked in at 6:08...why didn't the manager tell us it was too late to start the process upon hearing the purpose of our visit rather than wasting an hour of our time?

We returned today, only to be confronted by Enrique's strong desire to not help us. I introduced our problem by sharing my call with support, including the 2 "personal offer codes" I was given. Enrique dismissed everything by stating that he could only do what's recorded on the account (while spinning in his chair to peak out the window, probably to see if his dinner was there yet). It was a very unprofessional way to marginalize a customer.

If you are a Sprint customer, I highly recommend you avoid the "switch to magenta" offer. It's an impossible burden to complete (according to Enrique) and not worth the hassle as best I can tell. And, I should add, our account is still jacked up (thanks Sprint)...guess I get to waste another hour...

WORST SERVICE I HAVE EVER RECEIVED. So I come in at 7pm and notice the employees cleaning to get out at 8 when they close, no big deal, first encounter with an employee is fine, I tell him I’m here to upgrade my phone and tell him the specific phone I’m wanting to upgrade to. I get set with employee #2 who is beyond thrilled to have to help me...(not)... tell her what I want. She says I can’t do the upgrade because your glass is broken go talk to the repair techs and hands me my phone back to deal with it myself. I ask the techs if they have time to fix it tonight, if not no big deal. They said they had the parts and that they could do it no problem, so 5 stars to them. I then ask employee #2 if while they are fixing my phone if she can help me get the upgrade process started, she says no and continues to walk away, the techs jump in and say that she should be able too and that it wouldn’t be a problem. Employee 2 then replies well I was told to do something else now and walks away. At this point I’m ready to walk out, but I have to wait to get my phone repaired so I’m screwed, employee #2 comes back 5 min later with a slight attitude and asks what phone I was wanting. I told her I would just come back tomorrow she pressed on so I told her. The next 20 minutes are awkward silence between us which was fine considering the situation, she then hands me a bag with new phone and says “here you go”, not explaining anything of the next steps I had to take, didn’t offer to help get the new phone set up, and didn’t even offer to get me a case/screen protector (which I was going to get from your store but will get from amazon). An employee near by looked at the situation clearly shocked. And I just walk out. I left pretty confused on why I didn’t have to pay for any “service” I had gotten, is it going to my bill my account? Why I was rushed out when the store still had 15 minutes left to close. And also now that we switched from android to apple it would of been nice to have some insight on transferring contacts or...

I have been a customer for almost 20 yrs & am horrified @ what they have become. Went in Friday 10/15 to upgrade my wife's phone that would no longer charge. I was told that the wait would be 2 hrs. A text was received 1.5 hrs later stating I was next. Having gone to Hereford House , my arrival was within 5 min. They told me how lucky it was as my arrival was before others & would get me right in. The wait was almost 30 min in their "lounge" to be seen by an agent. She was very nice & friendly. I was informed that the cover & screen protectors were 25% off with the model that we were getting. Of course neither were in stock. I was told that I could travel to another store to get them. Nothing about being able to ship them to me. I was also told that all my information was transferred to the new phone. Upon arrival @ home & giving the phone to my wife, it was discovered that all the information was not transferred over. Since the store was now closed, I called customer service, was transferred to a tech who later disconnected the call. The tech never made an attempt to call back. The next day I made another call to customer service. ( It is noted that these calls are now shipped to the Philippines & some of the agents are difficult to understand) I remember when they had folks in KC answer calls made from this area. The agent was pleasant but after almost another hr on the phone, was unable to resolve the issue & recommended that I return to the store. My wife took it in the next day and after waiting another 20 minutes, was able to get the issue resolved. It seems as if these folks seem to think they are doing me a favor. T Mobile had great service when it was in the little place around the corner. When they were a small fish, it seemed that a customer was appreciated. If you are in the market for a phone, consider...