T-Mobile — Local services in Middletown Township

Went here on June 27th, 2024 to upgrade 2 phone lines from iPhone 8 Plus to iPhone 13s. The representative Eli upgraded our phones, and then provided us 2 "complimentary" power adaptors. I confirmed with him several times before he finished the transaction if they were free, and he said yes. After I got home, I noticed on my receipt, there were 2 charges for $19.99 each, for the power adaptors. I went back to this store 2 days later, waited 1 hour, explained the situation and gave them back the adaptors, and asked for a refund. They said they can only refund me $12.38. I asked the representative why, and could not give me a straightforward answer. She asked with the manager, who was not sure either. I explained to them that I just wanted the money that I was charged for the adaptors, back as a refund; however, nobody in the store could explain why they would not give me a refund, including the managers. I have been going back and forth with T-Mobile customer service the last 6 weeks trying to get my money back, and nobody has been able to help. Eli should have been training properly instead of telling customers certain items were free. This would have avoided hours of wasted time; and now, I am unable to even get the money back that my card was charged for on these adaptors; and they even kept the items. The staff at this store is incapable of doing their jobs and need to be retrained from completing basic tasks customer service tasks, all they way to their managerial staff, who were also incompetent and unable to help. Read the other reviews; the negative reviews are indications of the incompetency of the staff at this T-Mobile store. Do not go here for anything. There are plenty of T-Mobile stores in Bucks County that will likely provide better customer service than this place. The representatives and managers at this store are unable to perform their jobs correctly, and it shows by the reviews and the other customers in the store. Avoid T-Mobile in Langhorne; go down the street to the...

Decided to look into getting TMobile's 5G Home Internet today. Started online to determine my addresses' availability and had no issues. Located an idea Internet only plan @ $50/monthly with auto pay sign up. 5G gateway would be shipped to my address. So far so good, but here's and aggravating part. Rather than waiting for package to arrive I stopped into the Langhorne PA store on Lincoln Hwy to sign up and take gateway package home. The store told me that the monthly price would be $60 and they would provide the gateway today. I informed them of the difference between them and online and the store manager looked online, saw it but said sorry couldn't offer it to me!! What? I get receiving a one time discount for online purchases and activations but this would penalize me $10 a month... every month! Forever!!! Please watch when dealing with TMobile. I find this sort of sales behavior reprehensible and should not be condoned by prospective customers.

Edit in response to owner and prospective customers: Thank you for your response, although it seems to be a "canned" response to negative reviews. It lacks a true response it the issue, which is, why TMobile would charge customers for using their retail locations not just once but on an ongoing basis while that customer remains with TMobile? I'm at a loss to this sales practice and feel folks need to know they are being taken advantage of when visiting your store or any TMobile store for that matter....

Undertrained staff and lack of management to trouble shoot issues. We went here to replace my husband’s phone and while staff tried to be helpful, they clearly aren’t trained well. We were setting up a new iPhone that has an eSim, after making an update, transferring all the data, it was finally time to activate the service. The associate helping us told us we could leave the store while it was activating which we later learned is wrong. The phone needed to stay on Wi-fi to complete the eSIM activation. When we called later and spoke with a person to help resolve the situation they also didn’t ask if he was connected to Wi-fi and after several failed attempts to activate, the eSim was blocked thus requiring the issue to be elevated to a technician to request the line to be unblocked. Mind you this was after making a second trip back to T-mobile store and the kids working there also attempted to activate with no luck and then told US to call T-mobile ourselves to resolve the issue. Seems to me if you go to the store someone there should be equipped to handle the situation instead of sending the customer on a wild goose chase AND the employees should be knowledgeable about the basics of setting up activation on the products they are selling. It is the next day and the issue is still not resolved, the phone is...