T-Mobile Authorized Retailer — Local services in New Smyrna Beach

Sprint customer since 2005 when it was Nextel/Sprint. Recent customer service experience reached an all time low at the New Smyrna Beach, Florida Sprint store. If you go into this store be prepared to be oversold high priced items that you have not requested. Young, curly haired, angelic woman “slipping” out an iPad that was a part of the “best” plan for us. When questioned further she said it would be free for 24 months. What she didn’t tell us is that it adds a line to your account which is free for 3 months but you will then be charged $30+ month plus for the use of the iPad for the following 21 months. Additionally, suggested we go for the $150.00 phone protection package which included a back cover, glass protection liquid, and front glass protection which would only cost us $150 and she would throw in a free charger. When we began picking the items she directed me away from the lower priced items and to the higher end ware. When I picked an item she nicely said, “Ohhhh, now I won’t be unable to throw in a charger because that it a higher priced item.” Being one to not give up I kept bringing her back to the free charger she had promised. She then tried to sell me a $50+ wireless charger which wasn’t a part of the package. It was my turn to say enough and shut down any more up sales. While I knew all these items were overpriced I had no idea how much until I checked on Amazon – I could have bought all these items for $62. When I returned to the store 2 days later to return two of the items I was told, “NO!” by a militaristic store manager. There would be a $45 restocking fee for EACH item (doesn’t state “each” on the receipt) and that simply it was a “NO!” - they do not take items back at their store even with a receipt and all items in their original packaging, unopened. I promised her I would be “blowing up” the internet with her poor customer service practice. She stared at me for a moment and then said in a calm, reserved voice said, “Please do.” Awkward moments as the two young salesperson who had delivered my phone to me now put on the liquid glass and protective covers. They were wonderful and helped relieve my stress with their comedy and lightness. As my husband said, “Now we know.” In the future we will review carriers and purchase over the internet, where we can sit back, take a breath, and read through what we are signing. There were many good vibes in this store – contemporary music (which could be distracting to those who are sound sensitive), young upstarts, and centrally located. Unfortunately, this manager and some of her staff doesn’t understand the positive long term effects of serving customers with honesty and integrity. As I tell my students and grandchildren, “An untruth doesn’t have to be an outright lie, it is what you leave out and hide that can harm yourself and others.” Prepare yourself before walking...

The store manager, I believe her name was Amy. Amy was incredible. She stepped up to the plate and fought for her customers. My family came in with the complaint of being told that we would own our phones on our contract after we had paid 6 extra months on the lease to own them. Aside from the multiple representives (over the phone & in the store) that told us that we would be automatically opted into this agreement, all of sudden we were being told that we had to personally opt into the agreement and that it didnt apply automatically. Amy saw our frustration and stepped in to help us get down to the bottom of this. After reviewing our account, Amy could see errors in the notes on the account made by other representatives and helped us get on the phone with someone from customer service. Realizing customer service was sending her in the same circles that we had already been in, she took it upon herself to help us reach out to corporate with our issue. After going back and forth and expressing our complaints to many people, finally some sort of claim for our complaint was sent to higher up representatives. After waiting a few days, we received a call. Skipping through the details, the call resulted in us owning our phones on the contract and I personally don't think we would have gotten that far if it wasn't for the store manager of this store. Thank you so much for your time...

My family recently updated our phones at this store. Overall, the employees were very friendly and treated us well. They were knowledgeable on the products, promotions and the different phone plans. The store itself was clean and well organized.

The staff wear face masks correctly and there is ample hand sanitizer around the store. There are flyers on the door that say masks are required. However, if you are COVID conscience, they don’t enforce this upon entry, and it may be better to do your business from home if you don’t want interactions with non-mask wearers.

At times, what was occurring during this phone upgrade process was confusing. We often had 1-3 employees working on one or multiple people at the same time. This process could definitely be streamlined and feel more customer-centered if one employee just focused on one customer or verbalized what was going on during the process rather than us having to ask. Also, I would have appreciated being aware of how long this upgrade/transfer would take from the start rather than being surprised by a 3-5 hour wait time after the...