T-Mobile Experience Store — Local services in Minnetonka

I have no problem with the service I've received at this location. My complaint is with T-Mobile in general but I don't know where else to leave a complaint.

I had been a customer for a few decades. A few days after Thanksgiving this past year, I switched to Xfinity mobile because of price. Along with the Xfinity associate in the store, I called T-Mobile to cancel my service and transfer it to Xfinity.

I just noticed yesterday (Feb 10) that I was still getting billed for 2 lines ($15 each). The T-Mobile associate in your store determined that they were for 2 tablets that I have not used for several years. I remember buying a new phone through T-Mobile a few times and being told that the offer included a free tablet. I was not told that the tablets would require extra lines I would be charged for. The first line started in 2015 and the second started in 2018. Assuming each of these were incurring a $15/month charge, that adds up to a few thousand dollars. I did use the tablets for a while but have not used them for several years and don't even know if I still have them.

My main complaint here is not being aware of the charges when being issued them. The other complaint is that when I canceled my service right after Thanksgiving, T-Mobile should have removed those lines immediately and have the charges stopped immediately.

I did talk with an online customer support person yesterday (Feb 10) and only upon speaking with their manager was I able to stop the payments. Otherwise I would have been charged until the beginning of next month. I find it unacceptable that I needed to speak with a manager to act on a reasonable request such as this.

I strongly believe I should be refunded the charges for those lines since Thanksgiving when I canceled. I also think I should be issued a refund going back a few years as it's obvious they were not being used and I wasn't made aware of the charges in the first place.

Because of my experience I cannot recommend T-Mobile for mobile...

Terrible service. The employees seemed nice enough but basically refused to do their job. I wanted to upgrade my phone and they didn’t have the one I wanted in stock, which is fine. Paid for expedited shipping and came two days later. Went back in to have my phone activated and set up which is the usual protocol at every other sprint store I’ve been to. I’ve never had bad service at another sprint store and have always left happy but this store is terrible at customer service. The guy who helped basically scanned the box the phone came in and then said to turn the new phone on and left and never came back. Eventually after sitting for a half hour while everyone else including the guy who helped us was helping other people, we decided to activate and set everything up ourselves. We didn’t leave because we needed the screen protector to be put on since we don’t trust ourselves to do it right. After waiting for another 15 minutes the store manager came to us and asked if we’re ready to go. We said no? We need the screen added and we’re not sure if everything is set up right since the other dude left and never came back and we had to guess on what to do next. He ignored what we said and put on the screen protector and then tried for 15 minutes to get me to buy a phone case in which I said no multiple times because they only had 2 choices for my phone and I didn’t like them. He then started helping someone else and ignored us and we eventually left not feeling like my phone was completely set up yet. And as we were getting our stuff the manager asked the lady next to us if she’s set to go and she said she has no idea because another employee just left her there and never came back either! Overall the worst customer service I’ve ever experienced and I will never go to this location again. My boyfriend is a very lax person and never wants to cause any conflict and even he said it was the worst service and that this...

To Whom It May Concern,

I’m writing to express my deep frustration and disappointment after my recent visit to the T-Mobile store at Ridgedale. I dealt with one of the new managers — I believe his name is Ethan, who mentioned he’s been there for about a month — and the experience was unacceptable.

A mistake made by someone on his team caused my monthly bill to increase after a change to my phone line/new phone program. When I asked for help correcting it, the manager flat-out told me there was “nothing he could do” and refused to reach out to the corporate office. His attitude came across as dismissive and almost like he enjoyed not helping me. That kind of behavior is completely unprofessional and not what I expect from a company like T-Mobile.

To make matters worse, I called T-Mobile customer service immediately after leaving the store — and they fixed the issue within minutes. That proved to me that the store manager simply didn’t want to help. It’s infuriating to be treated like my time and business don’t matter.

I left that store feeling disrespected and very uncomfortable. His demeanor even came off as biased, which is deeply concerning. I’ve been a loyal T-Mobile customer for years, but this experience was one of the worst I’ve had with any business in a long time. I will be telling my friends and family to avoid that location until the professionalism there improves.

I hope T-Mobile takes this matter seriously. Customers deserve better than to be dismissed and disrespected — especially when the...