T-Mobile — Local services in Leesburg

I am giving 1 star simply for the fact I can't give a zero star review. First note, I order an IPhone 13 for my wife and was told I would be called when it came in. After 3 weeks I called the store to check the status. I was told by someone in broken English it was "my" responsibility to track the order that was being shipped directly to the store. I was given no information and asked to speak to a manager. After another 45 minutes on hold the manager picked up and told me I should have paid attention to the email I signed when I ordered the phone. I asked what email and he said the email I agreed to Tha I signed for. I explained I signed nothing but the check I gave him. He looked and said sorry, we are supposed to handle this. Phone came in, come to find no charger. I called store, broken English speaker explains chargers are not provided. I asked why I was not informed that I had to pay extra for a part this is essential to the operation of the device and was told I was not told because I did not ask if a charger was included. Time for a...

I visited this store during the morning, the service at this store is terrible, upon entering the store not even one of the three employees acknowledged us, not a single welcome to T-Mobile or be right with you. They just passed by like, we were no there. When our turn arrived the guy that finished with his customer, what you need? We told him what we need, the guy made no eye contact and a "sure" was all we got from him in most of the interaction, when the time of getting the device arrived he walked to the storage and we waited for around 15 minutes, I know the safe has a 10 minute delay to open, but he didn't even came out to let us know, that it will be a 10 minute wait time. I used to work for this company before and hope that, this store gets audited on the weekend when the Manager is not there, terrible experience, if it wasn't for the nature of the help that I needed, I would just had done it...

Commendation for Outstanding Service – Paul P. (T-Mobile)

I want to take a moment to sincerely commend Paul P. of T-Mobile for his exceptional professionalism, patience, and care. He handled the transfer of three phone lines with remarkable efficiency and courtesy.

Paul went above and beyond to make the process smooth and stress-free, especially while assisting an elderly customer with kindness and respect. His calm demeanor, attention to detail, and willingness to take extra time to explain each step reflected genuine dedication to customer satisfaction.

In a world where great service is often rare, Paul truly stood out as an example of what outstanding customer service should look like. T-Mobile is fortunate to have such a compassionate and capable representative on their team.

Thank you, Paul, for your patience, professionalism, and integrity. You turned a complicated situation into a...