T-Mobile — Local services in Millville

I have never encountered a retail business that took pride in not helping people, especially when goal of the company they represent is aimed towards customer service and providing and experience that would differ from the giants such as Verizon and AT&T respectively. I currently have the Tmobile military family plan and am appalled at the service I received at this location. The manager Joseph Cozzalio is by far one of the worst examples of what manager represents and unfortunately his staff reflects those views by what seems like only focusing on commision. I only went in to that location because they supposedly had a color for the new iPhone 12 that the 3 other locations all within 2 miles didn’t have (turned out to be a lie). I had an order completed by an over the phone sales rep that ended up wrong, which is what led to having to go into a store several times in the week which led to me being rightfully upset. That being said the erroneous lines needed to be canceled which I was told would not give me any trouble at a store location, which couldn’t have been any more wrong since this location stated they had the color I wanted. When the original representative who seemed very nice as well as fairly new to the wireless industry tried to assist, an error message popped up and she went and got the manager Joseph who seemed eager to not assist even though I was on the line with corporate who told him this account had several errors all done by store or call center employees. While the customer service representative on the phone was trying to convince Joseph to assist me giving him reasons and over coming the many rebuttals Joseph was giving, practically fighting the company so he wouldn’t have to assist me. I then decided instead of getting rightfully getting angry and getting no where, I grabbed my phone and told Joseph not to worry about taking the “chance” as he called it and said I would also not get any of the other lines or Devices I was interested in and that I would be leaving a negative review for his lack of empathy and customer service which then led to him getting angry and while I was actually trying to leave decided to further escalate the situation and telling me I sounded aggressive followed by inviting me outside which I thought was to talk but in fact he was inviting me to fight outside after following me almost to my car. I was shocked that the store manager was at that time breaking the law and risking his job for what? Not wanting to help an angry customer who had the right to be upset. Also all this was done in front of customers, cameras and the phone representative who was honestly shocked. My family and VA counselor wanted me to take legal action mainly because of my medical condition due to my honorable service with the United States Army another recommended action was to contact the police to press charges and/or sue the company. I decided not to do either but filed a complaint with corporate stating I would happy with disciplinary actions after what I imagine would be an easy investigation since many people as well as employees were present and cameras are constantly recording and the entire time since the girl (the first rep) stated there was an error affecting the promo I was on the phone with a customer service representative from Charleston, SC who by far are some of the best phone agents ever. To avoid any of this could have easily done two very simple things especially as the store manager 1) He could have just stayed quiet and let me leave since I wasn’t yelling and was already walking away. 2) He could have made an attempt at de-escalating, I am a very reasonable person and also have many years of prior experience working in customer service, so honestly a little empathy goes along way. I hope nobody has a similar experience especially any other veterans who may not have the patience I have an mat experiece some negative effects as result of being threatened by the people entrusted with the third most important purchase in our society,...

Let me start off by being professional as I can . I came in the store a week ago and Lorenzo met me at the door . I told him my situation and let him know that I terminated my services but I’m still getting a bill . He gave me my account number and pin and told me I had to call T-Mobile to fixit because the store doesn’t . I called T-Mobile a gave them the information and they told me I had to go to the store because they needed more verification with my account and that there were other issues. I go into the store and Lorenzo calls my name and I tell him that I have to call T-Mobile and let them know that I was at the store because they needed more information. Lorenzo immediately starts going back and forth with me about me giving them the wrong pin. I said to him atleast 5x that this wasn’t the case . Finally gets a hold of T-Mobile and they ask him for information and lets him know that my services should’ve been terminated but it wasn’t. They were asking him about 5 questions that they needed for my account like I stated to him from the very beginning . He was so mad that he was proven wrong that he walked away from the representative like 3 times. I finally had to say hey can you give this man the information so I can go? This is ridiculous! The representative immediately apologized to me and made note about what he heard and how I had to keep calling little Lorenzo to get information that they needed . I go on this app and see the reviews and can clearly see that Lorenzo is use to be rude and especially to women . And he’s still employed there . He took no accountability that he was wrong about having the wrong pin . I should’ve received an apology from him. How do you argue with someone that you don’t even know and wants to resolve a phone issue? And before you comment under this post about T-Mobile being professional check Lorenzo and get him out of there before somebody’s brother , uncle ,husband or cousin deal with the disrespect. I left work early and shouldn’t have had to deal with this nonsense at all. I will be following up with...

I’ve had some unique customer service experiences, but nothing comes close to my visit to this T-Mobile store! I went in just to ask about a new phone, but right as I was talking to Alexander, the store manager, a commotion erupted outside. A massive inflatable T-Mobile blimp had broken free from its tether and was bouncing down the street!

Without missing a beat, Alexander sprinted outside, grabbed onto the blimp’s rope, and started wrangling it back toward the store—cape billowing behind him (where did he get the cape?!). As if that wasn’t crazy enough, a herd of escaped llamas from a nearby petting zoo trotted down the street in the middle of all this. Instead of panicking, Alexander calmly led the llamas around the blimp, using his phone’s flashlight to guide them to safety.

He then casually walked back into the store, blimp secured and llamas saved, and asked, “Now, about that new phone?” He helped me pick out the perfect model, transferred all my data, and even threw in a free llama-shaped phone charm as a souvenir.

If you want a phone plan and a front-row seat to the most unexpected adventure of your life, this is the place to go. Alexander deserves a raise AND a...