T-Mobile Experience Store — Local services in Lee's Summit

I cannot believe what I just experienced. Hopefully this may save you. I am a new costumer to T-Mobile. I ordered 2 phones last week and they came in the mail. I activated one for my wife this morning, and the one I got (a flip phone) had a warp in the center of the screen. The on-the-phone sales and customer care folks told me I could take it to this store to swap it out for a different phone as part of a 14-day window. When I walked in, the store associate (Sid) told me they would charge me a $70 restocking fee. I had never heard of this before, so I called customer service while in the store, and the customer service person tried to reason with the store associate. The manager then came out (Caitlin). I shook both Sid's and Caitlin's hands, I explained the situation. I was kind and solutions oriented. Caitlin doubled down, saying that the screen warp in the center is how these phones come, and she refused to waive a restocking fee, saying my issue was a "cosmetic dislike." I explained that it is a material problem with the phone, and I pointed out the edges were also convex and indicated a warp. The two in-person double-teamed me while the customer care person was on speakerphone the whole time and could not believe how I was treated. I tried to remain as calm as possible and asked them what I should do as a new customer, and if this is how they would want to be treated. The customer care person asked, "is this really how customers are treated at the store?" and the manager (Caitlin) laughed, got up, and walked back into her locked office. The sales guy (Sid) said they had tried to be as helpful as they could and he went behind the locked door too. Customers were leaving as this conversation occurred. It was palpably uncomfortable. One person followed me out. I wished the remaining salesperson standing there well, and left. I spoke to the customer service agent as I drove home (she stayed on the phone the whole time), who was shocked, apologetic, and sympathetic. At this point, I'm considering just returning both phones, canceling service, and going back to my old provider. As a resident of the KC metro, I was excited about the hometown pride of T-Mobile/Sprint. As an executive, I would never, ever treat anyone the way this store manager did, nor would I retain a staff who behaved in such a way. I am trying to believe this is just a bad location, but it's hard not to interpret such a bad taste as representative of the entire T-Mobile corporation. I am shocked and saddened, and I hope no one else experiences what I just went...

Lately life really been lifin'. A few weeks ago my phone fell out of my pocket, unbeknownst to me. To keep a long story short, I looked for it like a crazy woman. I was just thinking I'd gone mad when I looked down and realized I'd backed over it with my truck. LAWD!!! 🤦🏽‍♀️🤷🏽‍♀️

The phone was really old so I guess the universe was screaming for it to be replaced and everyone has gotten a kick out of the story. Especially my husband. Shout out to Otterbox because it still worked but that's another review for another day, so let me stay focused here.

A few days later we headed over to the T-Mobile store in Lee's Summit to see what kind of deal we could get on new phones. Oh yes! My husband used this as an excuse to replace his phone as well. 🤣😂😆

Jackson greeted us when we walked in and he was AMAZING from the start of this process through now. He walked us through our options, was extremely patient and did all he could to build trust, rapport and brand loyalty with us.

He also assisted us in the selection of our new devices and helped us decide on the best accessories to protect our investment. Top notch customer service all the way. Due to his professionalism, expertise and personality the process was a lot less cumbersome.

The store itself is well stocked, clean, bright and organized. They do get very busy but they seem to handle the flow of customers well and treat each one like they're a priority.

Now, we all know nothing is perfect and there's always one in the bunch. The "one" here is the manager, Todd. His demeanor is very off putting and he walks around the store like he can't be bothered. When you call he's curt, short and really kind of rude. No, I'm gonna go ahead and put it out there for real, the guy is rude.

The place can be "packed" and he's walking around with his tablet while everyone else is scurrying around. It's like he's overseeing cattle or something. Definitely not a good look. Especially for someone who's supposedly leading, building trust and wanting to maintain a dynamic team. The other employees MAKE this store. I don't know what he's doing. However, I digress.

If you're in the market this is a great place to go and without hesitation request Jackson. You'll have a great time - which is unfathomable when you're shopping for a new phone, I know. You'll know him when you see him cause he reminds me of a young Jim Carey. He'll treat you right and because he's so wonderful, you won't be able to help but do the same. Happy shopping and enjoy!...

My husband and I upgraded our phones online last week; his new phone is being shipped and mine was available for pickup at the store. We recieved notification at 4pm on Friday that mine was ready for pick up. We planned to pick up Sunday due to a full weekend of family activities. We didn't realize the phone would only be held until Sat, and recieved a text Sunday morning that the order had been cancelled. I called customer service, and was advised to go to the store or re-do the order online. I went to the Tmobile store today, Sunday, to find some assistance with starting the upgrade process over for my phone. My entire experience there was subpar at best. When I entered the store, no one greeted me. There were other customers there being helped, so I understand they were busy. However, it takes minimal effort to acknowledge someone walking in, and let them know you'll be with them shortly. After speaking with one of the employees, they started to assist me with the upgrade. I informed the team member helping me, that I wouldn't be turning in my old phone. He responded very rudely, saying he ''didn't understand why'' and said that multiple times. After grabbing the new phone from the back, he started the digital paperwork process on his tablet. He then consulted another worker there, asking her if it was ok that I didn't turn in my old phone today. This new team member, turned to me and said ''you don't trust him?'' To which I then had to explain that I wouldn't be activating my new phone until my new phone case came in the mail on Tuesday. It had nothing to do with wether I trusted this employee to transfer my phone data. She then rudely said ''well we have phone cases here.'' To which I again had to explain that, although I can see that, those are not the phone cases I want/need. So I would be waiting to turn in my old phone.

This ENTIRE process was ridiculous. I don't need to explain anything to the Tmobile workers at the store. The policy says I have 30 days to turn in the old phone when upgrading, and I DO NOT appreciate the hassle and the questioning from the employees. They should have been welcoming, friendly, and accomodating. Instead they were standoffish, rude, and interrogative.

This is why we did the upgrade on the computer in the first place. Customer service at these stores have gone down hill in a big way, and this interaction was a...