T-Mobile Authorized Retailer — Local services in Ocean Springs

Shoutout to Krystal, the store manager at T-Mobile in ocean springs, for the “wonderful” customer service I’ve gotten since day one of buying a phone through them in store. Not only she she watch and assist her employee with putting my phone under someone’s account other than mine resulting in me not having a phone or a way to fix it in over a month, but when this issue was brought to her attention, she denied fault and basically told me that I am out of luck. Fast forward to today when I went to get a new SIM card after being directed to by the T-Mobile customer service, I was told that they cannot help me because my id is expired.. but it’s the same id that they set up my service with (expired as well). I was then given a store phone to speak to T-Mobile customer service and was told by the supervisor that they can in fact help me and honor my id. I expressed to both customer service and the store manager that if I do not leave with a working phone, I either want a new phone or I’m gonna cancel my service. I was then told by the supervisor on the phone that I can get a new device if the trouble shooting does not work. When the supervisor spoke with the store manager, she told me that I would not be getting a new phone regardless “because it’s not our fault”. This, of course was said with a lot of unnecessary attitude. I called her out on her attitude and was then met with even more attitude. She told me multiple times that “she does not have to accommodate me because it’s not their fault.” So I got the phone from her and spoke to customer service again. Meanwhile, I was met with the store manager rolling her eyes and laughing at me. This is just a small example of the OUTSTANDING customer service this store had to offer me. After all of that, I am still left without a working phone.

Edit: I forgot to mention that I was in the store for 2.5 hours and when customer service asked to speak with the store manager, we both had to wait another 45 minutes for the store manager to acknowledge that I needed help. And when reminded that customer service asked to speak with her, I was met with “what do they want”

I have been a manager and a general manager for over two years and I wouldn’t fathom treating my customers the way I have...

For some reason since covid 19 it's like nobody cares about customer service anymore. Not sure how long this tmobile has been open but they had a very limited stock of phones the diberville store I would normally end up going to was closed for renovation. They girl working was very new still jn training she wasn't really helpful and the manager training her, wouldn't speak to me I kept trying to get her to but she didn't. I find that as rude and unprofessional. Apparently Tmobile just stopped doing the acp program I spent days researching the phone and plan , my trade in and or etc based off the information on their website then I find out they stopped the plan like the day i go to switch carriers. Very inconvenient for the customer. Tmobile Is pretty much the only carrier that I know of that is not doing the acp plan. Definitely the only company that was offering the plan then stopped. I wonder what happens to all the customers that rely on the plan to make ends meet. Things have been the same since covid. I myself was making about 18 an hr on average with PNC which i lost during COVID. Most people are still struggling then big companies like tmobile take away the little help that we finally get. I'm just still in shock. Sorry for the long drawn out review. Good luck everyone...

I come to this store almost every other week and get told the line is based off of who comes in first (only when I ask) because most times I'm not even acknowledged. Once again I came in today, was not acknowledged and was cut in line, I was behind an elderly couple and another lady in striped Adidas joggers walks in and is Immediately acknowledged and told shes going to be serviced after the elderly couple, completely disregarding me and another lady behind me who was black, coincidentally like me and every other person who had the same problem at this particular location I went ahead and left around 3:13 or so. And don't even bother trying the (They called in) story...