T-Mobile Experience Store — Local services in New York

Genuinely good service, and also engaging conversation, from multiple employees here over the course of two visits.

I've had a frustrating experience with T-Mobile customer service generally - ordered 3 new lines & 3 phones on promo deals to go with them, back in Oct 2021. They were supposedly delivered in early Dec, but were instead stolen, probably by the UPS delivery person.

Over the next 3 couple months I had more or less biweekly hour+ long calls with lovely overseas service people, each of which ended with a promise that my case had been fully documented and would be handed off to the "handset fraud" division or similar, and that the $300+ charge would be refunded to my credit card - since, after all, I'd received nothing and used no service - and they'd soon be in touch to let me know if they could still honor the by now defunct promo I'd used to order a Pixel 6 Pro. None of that ever led to any results I could observe.

Eventually I found T-Force (they can be contacted via Facebook or Twitter) and got most of my issues straightened out. Even there, I'd note that T-Force service people are by no means equivalent - got great service from two, wasted hours getting nowhere with some others.

Anyhow, the knowledgeable and courteous help I got at this store was very refreshing. Everyone seemed to know what they're doing, and eager to help. I'd previously wasted additional time in three trips to two other T-Mobile stores, later learning they are "authorized retailers" and not corporate stores like this one. From my experience, I'd strongly recommend sticking with the corporate store. An entirely different level of knowledge...

I went to this store after being told by customer service at T-Mobile that I could take an old handset and trade it in for one of the newer 5G handsets. I spent two hours at the store and I had nothing short of a terrible experience. First of all, no one would talk to me. I approached one of the staff and he said I’ll get someone to check you in. No one came to me for almost 15 minutes. After check-in, I waited for another hour. Finally I was approached by a staff member whose name was Kat. She proceeded to give me wrong information and told me that my contract would be extended by two years or that my plan would be changed. She also told me that I would have to come back to the store again to return my handset. It seemed as if she was trying to find reasons not to help me. It was a terrible experience. I left the store, disappointed and angry without taking care of what I needed. I called customer service back again, was on hold again for 45 minutes and was finally able to get all of this resolved with the representative. That’s how I found out that the information being given to me by the staff person Kat was completely incorrect. I would avoid the store and rank it as one of my worst T-Mobile...

i generally love walking into a Sprint Store & geting great consumer service. on this day however, not great. i pre-ordered Note 9 couple weeks ago & was delivered three days before it hits stores (thank you! Spront HQ). i changed my mind on colour & was told i could take to any Sprint store, tell them wats wats, & be able return it. no, that was no a possibility considering the mobile isn't officially released... i hsvr to otder the 'return kit' myself. if a Sprint store is an extension of it HQ, you would think it would not be headache considering they receive & return packages all the time. i got my issuse resolved via telly, & they apologised & agreed the in store agent should have taken the return. i have delat with a couple of Sprint Retail Agents over the years, which is why i always go back; but they got moved around & lost contact. good ones get promoted or move on to better things & their replacements are less than stella. i'm positive, they are not all like that & when you do find a good agent, keep them in mind for...