T-Mobile Experience Store — Local services in Mesquite

My husband and I went into the store located on Town East Blvd about 3:30 p.m. to upgrade our phones. We dislike the process every time so we wait until our phones are really out of date. I have the 6S IPhone and he has the 6 and we are upgrading to the 11. The woman that waited on us was helpful. After 3 hours we thought we were through but when we went to transfer my data we couldn’t because I had over 100 GB used and I was only getting the 64GB this time so we decided to switch to the 128GB IPhone 11. The woman waiting on us had already pulled down her cash drawer and had to leave so she called the manager to help. He said we’d have to wait for the next person so we sat down. I was a little frustrated. He wasn’t waiting on a customer he went In the office to do paper work. Then I realized no one knew we were waiting so we had to sign in to get on the wait list. Finally someone called us and then said we’d have to pay a restocking fee even though we didn’t leave the store. Then she went to check in the phone and said only purple was available. I said no to purple so she left and came back and said they have green. At that point I thought they were trying to unload the less popular color phone on me. I decided I’d just keep the 64 and go home and delete all my photos and things I didn’t need then bring it back to transfer. At this point the manager reappears and instead of trying to help he is concerned that I am leaving with my old phone. He wanted to make sure I paid for it. I told him I owned the phone and at that point I had enough so i told him he provided sorry service. He could have handled the problem in a few minutes but didn’t. I’ve said multiple times I will not go back in that store. I think this time I’ll stick to it. I may even...

Abraham and Bernardo made the T Mobile Experience fantastic! Abraham made me feel at ease and already had my new phone and accessories ready when I walked in. He helped me add the screen protector on the front and back, and quite honestly, I've never seen it done more professionally. No lie. Bernardo assisted with some questions regarding Google Maps. I learned something new from him. Great customer service and very knowledgeable staff. Highly recommend! *Update: I had to come in again to purchase a cellphone for a young family member. I was helped by the great Anthony. Anthony's level of professionalism matched Abraham and Bernardo. Anthony helped my young family member choose a phone to her liking and needs. He took the time to assist her with choosing a phone number she liked and had god level skills in applying the screen protector. Seriously, he was that good! Come to learn he trained Abraham on how to do it! Every associate I have met from Anthony, to Abraham and Bernardo last week, are individuals operating at the top of their game. I deliberately drove out of my way 30 minutes to come specifically to this store to make the new phone purchase because of my experience last time and this recent experience only solidifies how great this store and it's associates are with their skills, knowledge and customer service. If you ever need help, go experience some of...

I would give zero stars if they would let me. Horrible service. Downright rude. I went in 1030 on a Friday morning with my three MONTH old in a car seat and was treated like less than dirt. I came in because my iPhone 7 mysteriously loses all service. Turns out it’s an Apple iPhone 7 issue but I went to sprint first. I have zero service and I can’t make calls at all. I had gone to another location (they were awesome but not a technician location). After I greeted the employee standing in front of the door (yep I had to say hello to him to be acknowledged) I was redirected to another incredibly rude employee who told me I could call to make a claim on my insurance... again just finished explaining (still holding my car seat) that I can’t make any calls. I have no service whatsoever. He then offers me the land line. Upon getting the automated system (Sprint you are the absolute worst when it comes to this) I am informed that I have the option of upgrading my phone vs paying $225 (yes it has gone up!) deductible for the insurance claim!! So recap... beyond rude and unhelpful. Horrible customer service!! Never again will I go back here. Sprint, you should monitor your stores better than this. If I wasn’t a customer already (and could leave easily) I would never choose Sprint based off of this one...