T-Mobile Authorized Retailer — Local services in Neptune Township

Extremely Disappointed with the Service – Unacceptable Experience

I went through all the proper channels to get a replacement for my iPhone 14 due to a software issue. Both T-Mobile and Apple confirmed it was a legitimate problem and advised me to go through Assurant, which I did. I received a text notification that my phone had arrived at the store, so I went in the next day to pick it up.

When I arrived, I informed a sales associate named Timothy that I was there to pick up my phone. He said he needed to speak with his manager, then returned to tell me they couldn’t release the phone — with no explanation whatsoever. He didn’t ask any questions, and there was no visible damage to the phone.

I asked to speak with the manager, but Timothy claimed the manager was both "busy" and "not in the store." When I eventually spoke with a manager, I received zero support. Another associate later admitted there was no damage to the phone, but they wouldn’t release it because it would be a “hit” to their store.

I spent over four hours at the store trying to get my replacement phone — which I was notified was ready — only to be stonewalled by conflicting excuses and misinformation. Assurant and T-Mobile both confirmed that the store was in the wrong and not following proper protocol.

To make matters worse, I was told my phone was “damaged,” which it was not. I had to leave without my device, drive to Apple, and pay for a new phone — even though I pay for insurance.

T-Mobile gave me a $15 credit, which does nothing to make up for my wasted time, stress, and out-of-pocket expense. This entire experience was unacceptable, unprofessional, and felt like I was being punished because store employees were more worried about their internal metrics than helping a customer.

If your store receives a delivery notification and refuses to release the phone for arbitrary internal reasons, that is a serious customer service failure. This needs to...

Employees are rude and unhelpful. I went into this store location due to my new, unused phone having a sim card issue (it was stuck and saying no sim card). I made an appointment and when I arrived the store was empty with 2 female employees behind the counter. I walked in and said "hello, how are you?" But received no response. So I walked up to the counter and explained the reason for my appointment being a faulty sim card and the employee responded "that's because the sim card is stuck (.....no kidding??) And I can't help you with that" and just stared at me. So, I said "ok, then how can I help me with that?" So she tells me I have to call the customer help line....so I have to ask for that number and then she writes it down. As I'm leaving the store I say "thank you have a nice day" also to which I receive no response. When I get home I call the number that she gave me and go through all the prompts and wait on hold for 15 minutes only to find out she have me the customer service number for SPRINT!! When you work in customer service you are expected to be pleasant and helpful but this interaction was everything but that. It was like pulling teeth for her to give me any type of information and I fully regret having...

The associate who worked for me was phenomenal! His name is Sidney from the Neptune, N.J. store and he was excellent from start to finish. I upgraded recently to a new phone where he expertly recommended all of my options with the right combination of expertise and friendliness. Transferring my old phone to my new phone was tricky in my particular case and he patiently helped me get everything I needed once again with 100% skill and friendliness. Super great associate overall. He really handled my case and other customers' cases as I observed with excellence. He should be commended. Awesome asset to that store! Thanks so much again Sidney & T-Mobile!! Appreciated all of your help & will be...