T-Mobile Authorized Retailer — Local services in Lincoln

What can I say about an independent store owner who hires an incompetent manager (Keitha or Keisha?) who either doesn't train the staff or trains them to rip off customers. Look at the multiple reviews about them being closed during normal business hours and her behavior in certain difficult circumstances. You have to be able to deal with difficult customers, albeit not have to take abuse .. I get that. Further, look at their response to one-star reviews - total cut/paste - same verbiage, so just going through the motions. I had the second very disturbing and unpleasant interaction with Keisha today. I assume she is the manager and is so out of touch with customer service, she can't handle someone who is very frustrated with being told one thing and another results. I wasn't at all upset today - on the contrary very friendly - but avoided her to talk to the staff member who'd directed me to call 6-1-1 to return my router when I was at the store a few hours earlier. When I'd called 6-1-1 after leaving the store, they told me to go back to the store as they shouldn't have charged me $10 to return a defective router (fraud) and should have accepted the return in-house vs. referring me to call and get a return label. Upon arrival, I walked past her due to my prior experience and was friendly to the staffer saying he must be new due to the misinformation (and because a taller male staff member was directing him how to handle my earlier visit). This means both of them were not properly trained, which falls square on the manager which reflects on the store owner's oversight or lack thereof. She immediately barked at me "he's not new." So my response is that I wasn't talking to her, and then she said that I was not welcome in the store because I'd referred to her as a "b" on that prior visit. Well, if the shoe fits, I mean .. well. Then she referred to me as "entitled?" What? And her name calling in response just demonstrates her lack of life experience in the customer service realm maybe even lacking a high school diploma. Turns out this is an independent store - not linked to T-Mobile, which is why you read about the lies, deceitful business practices, and poor customer service. I went to the Roseville store and was in/out in a few minutes with no problems. It's worth the drive to avoid this store .. and maybe T-Mobile will pull their ability to "look" like an official factory store. I hope Keitha or Keisha returns to school or gets a job where she doesn't have to interact with the public .. she's just not a good fit for that...

I am appalled by the treatment my elderly neighbor received at this T-Mobile store. The sales tactics employed by the manager, Keisha, are downright disgusting. She preyed on my neighbor, who is on a limited income, selling her equipment she neither needed nor could afford. When my neighbor expressed her distress, Keisha laughed at her—completely unprofessional and insensitive.

In an outrageous display, Keisha brought her boyfriend into the back room to do who knows what, then speaking with my neighbor while eating sunflower seeds and spitting them into her hand, all while my neighbor was left feeling trapped in the store. This behavior was witnessed by another elderly couple, which speaks volumes about the environment in that store.

The staff, particularly an employee I will leave nameless, were also unhelpful when we tried to resolve the issue. She didn’t know how to contact her boss and suggested calling back in half an hour because Keisha was on lunch. When we called back, Keisha was conveniently unavailable, and the staff claimed they had no idea who their regional manager was, refusing to provide any names.

My neighbor ended up with a $1,500 tablet, a Galaxy watch, landline service, internet service, and two phones—all she wanted was to upgrade her one phone! This is blatant exploitation of a senior citizen who was misled into thinking these items were free.

This experience reflects a complete lack of integrity and moral compass among the staff. It’s shocking that a store would take advantage of someone so vulnerable just to make a commission. I highly recommend avoiding this location; they are clearly shady and untrustworthy.

After multiple calls with T-Mobile supervisors, we were finally able to reverse the charges and I will return all the equipment. This situation was on the verge of being classified as senior abuse.

Today the store manager called me and even claimed she was on leave when she had been there just the night before.

A formal complaint to T-Mobile corporate has been made with which hopefully something will be done at this location so they do not take advantage of the elderly again!

Please consider your options carefully before stepping foot in this store. DO NOT, I REPEAT DO NOT, ALLOW ANYONE YOUNG OR OLD GO INTO THIS STORE WITHOUT HAVING WITNESSES AND/OR A GUARDIAN! HORRIBLE HORRIBLE!! You can't even call it customer service! Just do yourself a favor and go to another location so you do get...

Absolutely horrible experience. I have been a T-Mobile customer for years, and this was my first time going to this location. I was only looking to get an upgrade for my daughter's phone. The store was busy when I arrived, so I waited patiently in line. A heavy-set man named Paul, who claimed to be the manager, approached me and seemed friendly. I said I wanted to upgrade my daughter's phone to the iPhone 11, and he told me that I could get the iPhone 12 for free with some current promotion. I got excited! He then said they would "move my insurance over" to the new phone, which confused me because I never get insurance with my phones. After that, he changed the subject and started talking about some Apple Watch promotion they have, and when I said that I don't wear watches, he kept telling me about the benefits of the watch and what it can do, completely ignoring that I said I didn't want it, multiple times! He brought me over to see the cases and screen protectors for the 12, but I already bought my daughter both of those as part of her gift, at far less than they charge there. And instead of being understanding, he kept trying to sell accessories to me that I already bought on Amazon! Once he realized he couldn't upsell anything to me, he called over one of his employees, who had just finished helping another customer, to do the actual upgrade for him. And then he just walked to the back and stayed there! And worse, the employee informed me that the "free" iPhone promotion is with the trade in of a newer iPhone, which my daughter does not have! I was so frustrated I just left without the upgrade. Absolutely disappointing, the manager there is so disrespectful to his customers, only caring about sales and numbers rather than customer service. And reading the other reviews, he also apparently underpays or refuses to pay the employees that keep his business afloat, and even seems to have written a fake review of his own store to make it look better! Do not support this man and his business practices by going to this store. And Paul, if you read these reviews, do better for your customers and employees, both of which you need for your business to be...