T-Mobile Experience Store — Local services in Manchester

Edit 8-20-24: Here we go again. This is a new review. I deleted the 5 year old one.

I have been a customer for almost 14 years at this point with a total of 20 with T-Mobile as a whole. I was shipped the wrong phone. I got an iPhone 14 instead of a Samsung S24 Ultra. The order was correct, wrong phone shipped. CSR rep got supervisors involved, the fulfillment/exchange team etc. The best quickest solution they had was to go to the corporate store on Demming St, and do a swap of the phones. The CSR team put a bunch of notes in the system for the store manager so he knew what to do and told me to inform them of it. Great!

Store manager, an obvious double DEI hire wanted nothing to do with me or the issue and wouldn't even check my account until I asked him several times. He then expanded one generic note (there were multiple entries to expand.) said "see, it says nothing here. I'm sorry they misinformed you, but I can't help you. When I pushed saying there has to be more in there. The supervisor himself told me he even put additional information for you to see. He was completely unfazed and said "no, nothing is in there. Sorry." With an eye roll. He then said to me "we already discussed this. I told you you couldn't do this on the phone." I was taken back. I never talked to him, only called to check inventory. A 15 second call. He looked at me and lied to my face and said "no, we had that conversation." I looked back at him and said "I've never talked to you in my life. I talked to a woman when I called." He literally giggled like a school girl while putting his pink finger nailed hand up to his mouth and said "welllll, I tend to be mistaken for a woman all the time." (A 6 foot tall black dude? No.) I again said even so, there was no conversation outside of "do you have x in stock. Thanks, I'll be right over."

I called customer service at the store, the person there tried to tell him it could be done, he LIED to the CSR and said an investigation was started so the CSR said "oh, yeah if an investigation is open we can't do anything." I had to say "There is? Are you sure?" The CSR put me on hold for 20 minutes came back and apologized because there was NO investigation started. At that point the store closed in 10 minutes. So he obviously was just running down the clock to get me out of there. The CSR stated he had another option for me so I walked out empty handed after 2 hours. Long story short, STAY AWAY FROM DEMMING ROAD STORE. The manager is a liar, and has no interest in helping customers, just getting his sales quota. Don't be fooled. Go to the mall if you want a corporate store, or go to the independently owned store on Main Street. Let this horrible human fail under his own incompetence. (PS. I don't care about anyone's personal love life, but this person is obviously making his choices based on other reasons and seems to want everyone to know and give him a...

I don’t normally do this. Luke gave me a new iPhone 16 as a free phone promotion for my iPhone 8. And this was due to a promotion that I got from T-Mobile email So I got a bill from T-Mobile saying that I owe money on the phone which I thought I got for free. I went back and forth to the store dealing with Luke trying to solve the situation for three months now Came to find out that Luke didn’t look at the fine blue print on the bottom and so did I. so even though luke made an error, I can’t blame him for it cuz we are all humans and we all make mistakes. And with my frustration he still tried to figure out how to help me out The one thing that pissed me off the most is when Luke was trying to talk to T-Mobile phone-customer service to solve the situation , his manager was trying to pull him away from helping me. His manager told me flat out that I should talk to customer service myself using the store phone and not Luke. The manager didn’t want Luke to help me at all. I got so pissed off for wasting 3 hours of my time at a T-Mobile store whereby a manager is enforcing Luke to not help me. I Didn’t get anything accomplished, definitely made me second guess T-Mobile because of this one particular manager. I didn’t get his name but the manager is a dark skin black guy. I myself I’m also a dark skinned black guy/ customer. But for a manager of a store to treat me like that makes me wanna go to a different phone company. I have been with T-Mobile for over 20 years and have never had such problems until now. I was even gonna get my daughter a new phone plan but now I’m not gonna do it. 20 years as a loyal customer , I think I deserve better and if T-Mobile can’t do that for me, then it’s time to go somewhere else. The store manager showed me that they don’t need my business so it’s time to look somewhere else where my...

After being a customer for 17 years this was hands down the worst experience I have ever experienced. My son and I had three different people waiting on us not sure what they were all doing for forty minutes all I wanted to do was return a phone within the 14 day grave period and after forty minutes the rude manager of the store said sorry 14 days was yesterday! It was not since they never said it included the day you purchased the phone. He wouldn’t make an exception and made my son and I wait forty minutes just to be so rudely treated said NOPE NO REFUND NO EXCeptions. I’ve complained all the way up to their district manager and to corporate they are filing a formal complaint against the store manager Horribly run rude store don’t waste your time or money! I’m on the phone now reporting him. UPDATE: customer care accepted my complaint and they are accepting my return and providing a refund refund for the phone unlike this manager would nor did he provide any other options. They are processing a formal complaint and I’ve read the reviews and they don’t lie all saying the same thing about the manager who is rude abd won’t accept returns. I’ll be letting everyone I know to never go to this store even the buck land store said they would have accepted my return considering I just bought my son the 12iphone two weeks back dropping 600 as doenpayment and he wouldn’t accept my refund for 100 phone. Do not go to this store until hopefully this manager is removed. He never provided his name or I would list here. Funny how customer care said it...