T-Mobile Authorized Retailer — Local services in New York

COURTEOUS, PROFESSIONAL, SOLUTION-ORIENTED

Neeru Bala and Luis Gonzalez are both employees of the T-Mobile at 161st and Morris Avenue. They recently assisted me in getting a new phone AFTER they were due to close the shop. I went in a few minutes after store hours, and desperately needed assistance getting a new phone. With as much urgency as I, they quickly and efficiently helped me to secure the perfect new phone. I really had to start from scratch- they helped me in procuring all the information I needed to get signed up for a new plan, with a new phone carrier. I’m sure they had worked a long day, and wanted to go home- but they were SO PATIENT, and understanding to my situation. By their enthusiasm, humor, and STELLAR SERVICE - you’d never believe the store had technically been closed for an hour by the time I left. I’ve now had my phone for three weeks and my first bill is around the corner so I’m still a very new customer to the T-Mobile network, and don’t have much experience with the company at large as a provider- but I can say that I will be more inclined to smoothly work through any hiccups simply because of the extraordinary service I was provided by Neeru and Luis, and the human kindness they showed me which unfortunately is far from commonplace these days. It was a beyond REFRESHING EXPERIENCE and makes me hopeful that the customer experience can once again be the primary focus of retailers throughout the industry. Neeru and Luis have set the bar for what OUT OF THIS WORLD CUSTOMER SERVICE LOOKS LIKE! Thanks again, you amazing people! I’ll never forget...

I recently visited your store with the intention of purchasing a new phone. Unfortunately, my experience was less than satisfactory, and I feel compelled to share the details.

Upon entering the store, I was not greeted, and the staff member present displayed an unwelcoming attitude. When I inquired about phone color options, her response was curt and delivered with noticeable disinterest. I then asked if I could upgrade my device, and instead of assisting me directly, she instructed me to download an app and complete the process independently, stating that she could not help me further.

It was disappointing to experience such a lack of customer service, especially when I came in with the expectation of receiving guidance from a knowledgeable staff member. Furthermore, I observed her treating another customer with similar disregard, which only reinforced my concerns about her approach to customer service.

I believe that frontline staff should be well-equipped to assist customers with their needs and provide a positive shopping experience. Based on my visit, I feel this employee may need additional training in customer service.

I hope my feedback can be used constructively to improve service standards at your store. ( the young lady was about 5'2, light skinned curly blonde hair girl.) worst Customer service I have ever...

Dear T-Mobile Customer Care,

I am writing to formally file a complaint about an extremely unprofessional experience I had at your T-Mobile store located at 260 East 161st Street on June 12, 2025.

During my visit, I was assisted by an employee named Jay, who showed a clear lack of professionalism. Jay spent most of the time texting on their phone and gave me the bare minimum of attention. I felt dismissed and ignored, despite being there to set up a prepaid service.

Another female employee made it clear she didn’t want to help me because I refused to add a new line to my existing account. This behavior was inappropriate and made me feel pressured and disrespected as a customer.

To make matters worse: • It took a very long time just to get SIM cards. • I was told things were slow because only two people were working. • Yet, a third employee came from the back, and still no one assisted me or tried to move the process along.

This visit was a complete waste of time, and the staff’s careless and unmotivated attitude made the experience frustrating and disappointing. It felt like my time and business meant nothing to your employees simply because I wasn’t...