T-Mobile Experience Store — Local services in New York

I had a terrible experience at this T-Mobile store. I bought an iPhone 16 Pro with T-Mobile, but from the start, I noticed that sometimes when switching apps, the phone would lag and show a line on the screen. After checking with the Apple Store, they confirmed that I was eligible to exchange the phone within 14 days at T-Mobile, no fee required.

On day 14, I first went to the Madison & 52nd St. store, where the staff was very professional and helpful. They confirmed that I could exchange the phone without any issues but didn’t have the color I originally purchased. They advised me to visit another store. That’s when I made the mistake of coming here.

Upon arrival, a customer service agent initially said they could process the exchange but refused to transfer my data because they were closing in an hour—which is more than enough time for a phone transfer. When I pointed out that I had the right to receive the full service under T-Mobile's own policy, the employee brought over the store manager, "Rami S."

This so-called "manager" didn’t even check my phone before rudely dismissing my request, insisting that I had to go to the Apple Store because, in his opinion, it was a “physical defect” (which was completely false). His attitude was aggressive and dismissive, and at one point, he even offered to “walk me” to the Apple Store—which was extremely unprofessional and disrespectful.

To make things worse, Rami S. was in an awful appearance—dirty and disheveled, which only added to the unprofessionalism. Instead of honoring T-Mobile’s policy, he literally kicked me out of the store.

Thankfully, I went to the Times Square T-Mobile, where an excellent employee named Mikey assisted me professionally, processed my exchange, and transferred my data without any issues.

⚠ Avoid this store at all costs! Lazy employees, a rude and unprofessional manager with a terrible attitude, and a complete lack of customer service. If you need help, go to Times Square or Madison & 52nd St., where the staff actually respects customers and follows...

2 weeks ago a search for a lower budget Samsung for my 70 year old mother turned into a 2 mile hike around midtown manhattan. We traveled from 52nd and Madison I believe to Times Square, to a store on 5th avenue to 45th and Lexington experience store.

To make a long story less long, I found the Samsung A35 hard to find. I could be wrong but it seemed like the fact it was just an upgrade played a part in its availability. So I walked and walked with my elderly mother and the store on 5th avenue had a rep that I knew actually didn’t have it (since by the 3rd store I had to play the part of a new line customer). Ali was the manager and his rep was helpful and called to locate a store with the phone. He reached Lexington and 45th’s manager Milena I believe and that’s where it got awkward.

After several minutes of answering what the phone was for and various other questions, I decided to go there anyway. It was really awkward for me to hear a conversation filtering out the purpose of the transaction and the employee kindly stating” I’m just trying to serve the customer.” Shoutout to Ali’s employee.

There was a silver lining at Lexington with a young rep I believe was named Jose or Pedro (apologies it’s been 2 weeks) and he was as apologetic as he was knowledgeable. He made an unfortunate experience MUCH better.

Moral of the story: I know there’s efficiency quotas but this is still customer service. And even though it shouldn’t play a role in how above and beyond you go for your customer, you don’t know who is who and as a former employee I shouldn’t have had to “name drop” to get better service or honestly, just good service. Again, shoutout to those reps at 5th ave and 46th? And Lexington experience store. You demonstrated true customer service and...

🌟🌟🌟🌟🌟 Five Stars for Jessica Allen at T-Mobile’s 466 Lexington Ave, NYC Store

After nine months in what I can only describe as T-Mobile hell, I finally found someone who truly cared — Jessica Allen, the Assistant Manager at the T-Mobile Experience Store at 466 Lexington Ave.

My ordeal began in October when I signed up for a mobile hotspot, which required downloading an app my phone couldn’t support. I was sent back to the store to get a “free” Android phone just to configure it. I returned that phone a week later, but it mysteriously never left my account — and each month, I was billed for it.

For months, I was charged for devices I didn’t ask for. Customer service led me in circles. Every billing cycle was a new nightmare. I spent hours and hours on the phone — only to feel helpless and defeated. I had nearly given up and decided to leave T-Mobile altogether.

Then, I walked into the Lexington Ave store, just to ask how to port my number out. That’s when Jessica Allen asked why I was leaving — and for the first time, someone at T-Mobile listened.

She asked for time to investigate — and to my surprise, she followed up. Week after week. She personally handled my case, cleared all illegitimate charges, removed the phantom phone from my account, and secured the credits I was owed. She didn’t just “help” — she resolved everything.

Jessica turned what was a complete nightmare into a story of redemption. Because of her, I’m still a T-Mobile customer. She earned my trust when the company almost lost it entirely.

If every T-Mobile store had a Jessica Allen, the company would have a line out the door.

Thank you, Jess. You're the...