T-Mobile Authorized Retailer — Local services in Morristown

Never in my life have I had such a bad and unpleasant experience with such an unprofessional costumer service! My son-in-law came to this site to get a new AirPods and open a line. The girl who helped him told him that for opening the line they would give him a free phone but she did not tell my son-in-law that she had to pay for a line. On top of that, she added two more lines of IPads to which my son-in-law never gave consent. She created the account adding that my son-in-law was 50 years old to give him a discount (something my son-in-law never asked her for nor did he know). When we returned to claim all the extra money they were charging us, this woman wasn’t there so other employees helped him and told him to simply not pay, that it will not affect him because his social security was not on his account. He thought that that was very weird because he gave the social security to the worker when she was creating the account. So we called T-Mobile to verify if my son-in-law's social security was on the account. We spoke with a manager and with just the last 4 numbers of his social security they were able to read us all the information about my son-in-law (So this means that his social account was on the account.) My son-in-law returns once again to the T-Mobile store to complain to the worker who created his account because she added two iPad lines on the account without his consent and because she LIED when creating the account saying that he was 50 years old. She told my son-in-law that to open a line he needs to add three lines (which is a lie and she never told him when creating the account ) She also said that he never gave his social number to her and that she never put his social number on the account so it wasn't going to affect him in any way (which once again she lied because he gave her his social when creating the account and we already verified 3 times that his social was in the account). My son-in-law proceeded to tell her that HIS SOCIAL SECURITY NUMER WAS IN THE ACCOUNT because he already called to verify three times. To which she replied: NO ENTIENDES O ERES BRUTO? (DO YOU UNDERSTAND OR ARE YOU STUPID? ) I was on a call with my son-in-law and when I heard that I couldn't believe it. I have never in my life heard a costumer service speak in such a rude and disrespectful manner to a customer. That woman shouldn’t be working there or at any costumer service job because: She does not know what she does or how to do her job. She is rude and disrespectful who insults her clients. She deceives clients and takes advantage of when they do not have much knowledge about T-Mobile staff. She doesn't know how to admit her mistakes and blames the client. We have been T-Mobile customers for many years and have never had such a bad experience. There are not enough words to express the frustration we feel at this employee's behavior and her actions. I sincerely hope...

This is by far one of the worst experiences ever. If you can bypass TMobile completely I would. Specifically this store and whatever other store managed by the DM Hicanchi. Not only did I go to the store after being told my replacement phone was delivered, I sat there for over an hour and a half because they “couldn’t locate my phone” even though UPS delivered and was signed off by one of their store employees. Finally, they found my replacement phone but it was the incorrect phone and wasn’t able to obtain my replacement phone because the IMEI numbers did not match. While there I showed one of the staff members my phone to which she inspected it or at least I thought she did. The order was canceled and I was told that another one would be sent to me. About a week later I get a text from T-Mobile telling me that my phone was delivered. I go on my lunch break to the store and that same employee and her district manager are there. The same employee from last time then “Inspects” my phone again, but this time apparently it had water damage so she shows her DM, who, instead of telling me that it could not be processed because of said water damage, proceeds to tell me that customer service lies and told me to go about it the wrong way. She tells me that I need to go the insurance route. It wasn’t until calling customer service back again after I left the store irate and being told by customer service that the reason the order was canceled was because of water damage in the phone. Why the DM couldn’t tell me that in the store… I have no idea. I am currently in the process of switching my phone service to ANYTHING other than TMobile. I’m a pretty reasonable person and pride myself on being empathetic towards customer service individuals, and if I was told from the beginning That I would need to go the insurance route as opposed to a warranty exchange I would have 100% Understood. However, the Nonchalant attitude from the DM, lack of knowledge or care from the worker And overall time and energy put into this have completely turned me off from T-Mobile. I am currently in the process of transferring service and would Encourage anyone who is with T-Mobile and/or thinking about going to T-Mobile to not. Protect your...

Watch out for the "Free Trial" T mobile internet, if you don't jump through all the right hoops when you return it they will keep nailing you for $35 a month even though you handed the equipment directly back to an employee!

—— So update, after calling 611 customer service who told me only the store could fix my issue I stop at this store and am told I have to call 611! Bonus insult, guy who hasn’t seen me since July says he remembered telling me this!

If T Mobile wanted this to work they could have ensured that the line was cancelled when I was standing in the store GIVING THEM BACK THE EQUIPMENT. Lines are activated in store every day. Except for this?

Both 611 customer service and store management were totally unhelpful. I paid over $100 for a service everyone knows I didn’t use, and when I ask for this to be corrected I get a regurgitation of a policy that is designed to entrap customers into paying for services T-Mobile did not provide.

I have been a T-Mobile customer for a very long time. Getting this “promotion” was my thanks for staying with T-Mobile when it was time to add two lines to my family plan. Up to today I would have recommended this store and it’s staff to anyone. Maybe it was my mistake or misunderstanding not to cancel. But Being treated this way was a real slap...