T-Mobile Authorized Retailer — Local services in Magna

I had a deeply disappointing experience at this T-Mobile store on May 5th. I scheduled a 3 PM meeting with the store manager, Evan, to resolve a trade-in issue, as instructed by T-Mobile’s customer service. Despite our agreed-upon time, Evan was not present when I arrived, and his attitude throughout the interaction was dismissive and unprofessional. He seemed irritated by my request to contact customer service, making me feel like an inconvenience. I explained to Evan that I understood this issue predated his time managing the store, but I had been in contact with customer service representatives over the phone who had been trying to coordinate a resolution. They ultimately instructed me to have Evan call them to find a solution. Despite this, Evan was uncooperative, insisting that calling customer service wouldn’t help. His behavior was consistently rude—he gave me an “I told you so” look after the issue was clarified, spoke demeaningly to customer service reps through his earbud, and made unprofessional comments about another customer’s situation in my presence. At one point, he left me without explanation, leaving me unsure if he was still assisting me. He failed to provide updates, ignored me as he moved around the store, and raised his voice when I calmly explained my frustration, saying things like, “What do you want me to do?” and “I can’t be blamed for others’ mistakes.” I am satisfied with the resolution for the trade-in and understand the terms and conditions. However, I am simply upset about the poor customer service provided by Evan during the process of finding a resolution. His lack of professionalism, poor communication, and condescending demeanor made this experience unacceptable. I requested his manager’s contact information to report the inadequate service, but he was unwilling to provide any details about higher leadership. If I can contact his manager through other means, I would like to do so to address this matter. On a previous occasion, other staff, including Wendy and one of her colleagues, were very friendly and helpful, answering many of my questions, which makes my dissatisfaction with Evan’s handling of this situation even more pronounced. T-Mobile needs to address this store’s customer service standards, as I felt undervalued and disrespected during this...

The worst experience I've had with a phone carrier. EVER. The store is not staffed correctly, a floor manager is not always in the office and at many times during the day there is only one person there. This resulted in a lot of wasted time waiting for help. When there is more than one person there is only one computer in the store. Their response is always "we use tablets, the computer is not necessary". This is not true, evidenced by the constant interruptions while trying to return a phone while the other staff members had to use the cash drawer, look up customer accounts, ex. This resulted in even more wasted time. As icing on the cake the staff is not knowledgeable. I was sold a phone that did not have the features I asked for and they didn't know how to help me when I needed to switch it. Wasting even more of my time. After this and seemingly constant network issues including a failure to receive incoming calls, disabled voicemail, and 1.5 mbps network speeds even with 4 bars of "5G" speed I was done, and ready to return and switch networks. The staff could not help me. "Only a manager can process buyer's remorse returns". Where is the manager? "He is not in today, you'll have to come in tomorrow". I requested time off work to be here, now I have to request more time tomorrow? Can I go to another store where a manager is available? "He can't come in today and you have to return in the store you bought it from." Really? "Yes. You have to come in tomorrow". Even more of a waste of my time! After calling T-Mobile support they confirmed this was NOT TRUE and I went to the T-Mobile store in the Valley Fair Mall and got my return completed.

In the end I spent a total of 6 hours in these stores within a week. I STILL got charged $125 in restocking fees after all of this. Screwing me coming and AND leaving.

Moral of the story? Don't bother with T-Mobile in general, but if you have to, go to the Valley Fair Mall. They were properly staffed and at least able to help and not...

Don't go into this location without a man because you won't be listened to if you are a woman. Apparently if you need help you need to go to the west Jordan location since they are an experienced location.

Okay since their response made no since I'll clarify what happened here. My phone battery expanded. I filled a claim with t mobile and they sent the phone to the closest store to my house (unfortunately it was this store) I took the phone in the had to conduct an inspection to check for water damage (surprise there was none) and cracks on the screen (again none!) The employees completely ignored everything I said about the issue of the phone and why I was exchanging it. I tried to tell them it does it charge it doesn't turn on and that it was bulging because the battery was expanding hence the exchange..... after the inspection the employee turns to the co worker and said there's bulging like I didn't just tell him that already. So he calls the manager and then tells me they can't do the exchange after it's already been approved and tells me customer service doesn't tell the truth sometimes and says things that aren't right he tells me i only have 3 months covered on the phone but the manager didnt have any information about my account except the battery on my phone was expanding. I get on the phone with customer support in the store and they are telling me it should be exchanged and they are trying to figure why the employees are not doing the exchange. I then received a text that the employees CANCELED MY CLAIM WHILE I WAS ON THE PHONE WITH CUSTOMER SERVICE and marked my phone as failed inspection. The reason I left is because the customer service representative asked me to because of the service i was receiving. I went to my car and the customer service representative sent another phone to the west Jordan location because ITS COVERED AND I SHOULD HAVE GOT MY PHONE YESTERDAY. The service I received yesterday was...